Repeat problem with HP's laptop and the warranty programs.

The purpose of this email is to aid other users on how to contact HP for service when they get the run around. I have been in the computer business for 28 years and they still try to give me the run around.

The Laptop has the same problem as it did in December of 2004. The power plug keeps falling out during use the connection is not firm (they swapped the mother board to fix the problem last time).

On Monday the 12/19/2005 called HP support and talked to Mark. I was assigned Case #: ?????????.

Mark told me that the laptop was not under warranty/contract.

System type: HP Pavilion ZX5040US

Model: DS471U#ABA

Serial #: ??????

order #: ?????? (Laptop)

order #: ?????? (3 year extended warranty option)

Called HP Total Care about 10:15am at 1-800-474-6836 and waited on hold for 45 minutes

and had to hang up.

Arrived home at 5:30 pm and placed another call to HP Total care. Waited on hold for 1

hour got mad and called the HP Corporate Complaint line 1-800-756-0608 option 7.

Talked to Pat for about 15 minutes and she said she could see where a previous call had

the order number ??????? referenced. She said that she would turn the call over to a

case manager and they would give me a call, however they only had about another hour until quitting time so I might not get a call back until tomorrow.

I waited until 1:00 pm on 12/20/2005 for a call (never got one), Called HP Corporate

Complaint line again and asked who the case manager was and she told me that there had

not been one assigned yet. "Unfortunately I forgot to write her name down."

I waited on hold while she connected me to A Quality Manager What a JOKE.

The Quality Manager assigned me a Quality case number ??????.

I gave him the order #: ?????? and the item/manufactures # ??????? he told me that he could not cross reference any of these numbers, the funny thing is they were numbers given on the hp sales web site.

The Quality Manager stated that he could not help me and that the warranty must be a warranty that was supported by my vendorand that I needed to call them.

Quick fluff off from the Quality Manager?

I am currently waiting on aresolution f rom my Vender.

Now for a little history on this laptop and other HP equipment that I have purchased.

I bought this laptop on 7 MAy 2005. Registered the laptop via the hp web site on 14 May 2004 url: http://192.6.165.64/cgi-bin/bvesp2/init.jsp?a=doc&b=ORU00604809&c=360715&d=1131190&e=1079845

every thing went fine.

Then in November of 2004 I had a problem with the power plug not making contact, logged

a call and was sent a power plug to fix the problem even though I knew that the problem

was not the plug. Called HP support again and was told that the Laptop was no longer

under warranty. I called the pc sales person and the paperwork was sent to HP Total Care and they said the problem was straightened out.

I sent the laptop back for repair, (7 day turn-around) 2 weeks later I called and the laptop had not been shipped out from the repair facility. Total time for the repair was 6 week.

Was this just a Fluke? NO!!!!

When I bought the Laptop I also purchased a HP Digital Camera which were required for

my daughters Graphic arts classes at UC (They recommended laptops from DELL or Apple Macs).

The original camera came from Circuit City and the display did not work out of the box. I returned the camera to the store and received a new one. After getting the new camera fixed two more times in the next 6 months I ended up calling the Corporate Complaint office with the same type of warranty problems. (your camera isn't registered, your camera is not under warranty ETC).

I have also had several other problems with HP warranties and registration with equipment at work dropping into the great HP black hole.

My wife tells me that If I ever buy another peice of equipment from HP I'll be getting a divorce.

PS: My wife has returned the HP camera and printer to the store and purchaced another brand for my other daughters xmas presents this year.

Howard McCommons

Network/System Administrator