Here are the issues I was having, and what they did to fix them:
Fingerprint reader wasn't working:
They replaced it, even though the ribbon was entirely missing. It broke when I tried to move it, after their flub from previous servicing -- they got the ribbon pinched under the ridges that hold it in place, so it made the top deck bulge. (That time, the fingerprint board wasn't even fully adhered to the top deck.)
Fan bearings were worn out:
They replaced the fan -- good.
GPU glitched (screen jumped downwards for a frame) once in a while:
They replaced the GPU, even though I acknowledged that I couldn't reliably reproduce the issue. This was a pleasant surprise.
LCD has permanent big yellow smudge, that leaks light against black;
LCD is dimmer than it should be;
Lid kept popping open;
Plastic bezel had a minor crack (that I didn't care about):
They replaced the lid and the bezel... but with one that said "8530p". They didn't replace the LCD -- and the LCD was a primary reason for me sending it in!
I could've sworn partsurfer had those two as one assembly, only -- and the 'p' doesn't offer 1920x1200! Also, now the screen ripples at the bottom whenever you so much as blow on the lid. Quite distracting, and likely hurts the LCD as well.
120W power brick squeals when laptop is in suspend.
I asked for a replacement brick that doesn't squeal, or confirmation that all 120W bricks squeal.
What they did: replaced it with a 90W brick. Sure, it doesn't squeal, but the Quick Launch Buttons software warns me that that's too low, and it gets very hot when playing games. (Nowhere near "going to melt" level, but hot enough to make me wonder if I'm overloading it.)
Now, how do I get them to fix these last few things (namely, by sending me the correct lid assembly)? I can't afford to send it in again. I sent it in during my vacation for a reason -- it's my primary work laptop. In fact, I even sent a sheet with clear, concise descriptions -- with bold, yellow-highlighted titles for the critical ones: fan, LCD, lid.
I'm also wondering: if this is the business support, what does the consumer (especially Envy) support do? =/
Reply 1 : Service Center blues
Yeah, back in the day when I had an HP I sent it in for a squeeling fan....3 times! The third time ended with a physically damange notebook.
I worked up a storm and spend probably 2 hours with various managers within HP. It ended with a call back the next day and my choice of ANY notebook on the HP website.
I sold the laptop they sent me and bought a Dell.
I will NEVER buy a laptop without an ONSITE warranty.
I worked up a storm and spend probably 2 hours with various managers within HP. It ended with a call back the next day and my choice of ANY notebook on the HP website.
I sold the laptop they sent me and bought a Dell.
I will NEVER buy a laptop without an ONSITE warranty.
Reply 2 : Service Center blues
In my case, my lingering issues are way too minor to deserve a new notebook, and I want to keep the current one when I decide to get a new one. All I need now: a new, correct LCD+lid, and a non-squealing 120W brick. They could let me keep the 90W one as a spare for on the go, as a gesture of good will... .
Unfortunately, I made the mistake of not getting onsite, and I never found a clear answer of whether / how I could add it to CTO (KW950AV) after the fact. The HP Care Pack Lookup Tool was broken for at least two years, and though it now works, the answer is still unclear.
My present warranty ends on December 24 -- 3 years plus 1 month.
I'd consider extending it, if I could find Care
Packs for my specific SKU. I'd have to decide whether that, or a new notebook, would be a better value.
Unfortunately, I made the mistake of not getting onsite, and I never found a clear answer of whether / how I could add it to CTO (KW950AV) after the fact. The HP Care Pack Lookup Tool was broken for at least two years, and though it now works, the answer is still unclear.
My present warranty ends on December 24 -- 3 years plus 1 month.
I'd consider extending it, if I could find Care
Packs for my specific SKU. I'd have to decide whether that, or a new notebook, would be a better value.
Reply 3 : Service Center blues
@Dana:
You still have more luck than me. In Spain, my country, the service is even worse. They accused me of breaking a DreamColor screen without any evidence, and they told me I handled the screen in a bad way and this was not covered by my warranty (ONSITE warranty, BTW). The repair costs about $1000. Fortunately, my technician prooved it was not my fault and they replaced it with another screen for free, but the new one had the aluminum cover unstuck. So they replaced the screen for third time and now I have the pink and blue tints on the sides and some blemishes.
After sending a complaint to a consumer organization, I'm waiting for a brand-new computer, without any ETA...
You still have more luck than me. In Spain, my country, the service is even worse. They accused me of breaking a DreamColor screen without any evidence, and they told me I handled the screen in a bad way and this was not covered by my warranty (ONSITE warranty, BTW). The repair costs about $1000. Fortunately, my technician prooved it was not my fault and they replaced it with another screen for free, but the new one had the aluminum cover unstuck. So they replaced the screen for third time and now I have the pink and blue tints on the sides and some blemishes.
After sending a complaint to a consumer organization, I'm waiting for a brand-new computer, without any ETA...
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