Well, it took them a while to send it to me, but

[deratristar]

Well, it took them a while to send it to me, but I did convince HP finally to replace my ailing tc4200. They sent me a tc4400. I received it February 16 (Oddly, they haven't asked for the tc4200 back yet - They did before I received the tc4400, but I haven't heard word one from them since).

It is so nice to have my tablet functions again. :-)

[WNewquay]

Glad that worked for you Renee. So now you get to start the TC4400 FAQ ?

[flecrone]

How long had you had you computer ben they agreed to replace it? Was it more than one year?

[deratristar]

Yes, I guess I should start it... heh. :-)

[deratristar]

Yes, I had it for almost 2 years. Remember, though, HP BROKE MY COMPUTER. While fixing one problem, the broke something else, and couldn't fix it after 4 attempts (including sending it in, rather than onsite repair that I paid $$$ for).


quote:Originally posted by flecrone

How long had you had you computer ben they agreed to replace it? Was it more than one year?

[deratristar]

<sigh>

Ever wonder if you made a mistake with a computer or computer company?

Yesterday evening, even as I was posting here on the 'Buzz, I noticed my system taking FOREVER to do simple tasks, such as switching screens, resuming on power on, etc. I had seen a few of these problems the other day, but last night was unreal.

So, I did what anyone does when it seems Windows isn't behaving. I closed applications, and Shut Down.

When I turned the power back on, all I got was the Power light, the Hard Drive light, and the speaker light powered on and the fan kicking on. No Hard drive movement, no beeps, and more importantly, no life. If I plug in the A/C cord, I also get the battery charge light in Orange.

Calling HP, they had me do a "Static Discharge" (remove battery and A/C power, then hold the power button for 40 seconds... replace battery and power on). Nope.

This UNDER 2 WEEK OLD tc4400 IS DEAD... :-(

<sigh>

I am thankful that they haven't picked up my old tc4200 (That HP broke) yet.

WHen I spoke with HP last night, the rep was really difficult to understand (her accent was real thick). She wanted to order another R2/R3 pickup. When I pointed out that I had Next Day 9X5 Onsite Service with ADW, she couldn't find it, but did find the notes on my old case # that showed it was supposed to be transferred to the tc4400. And then told me it might be Monday or Tuesday until someone comes out. For Next Day service? It was last night, so I would accept Monday, but Tuesday?

I've left another message with "Mission Control" at HP... Will call again after 6:00am here, when they opened.

Anyone got a direct phone number to Mark Hurd's office at HP???

[flecrone]

"I had it for almost 2 years. "
HP now has my computer for the 4th time. I requested a replacement after the 3rd failed attempt on their part to repair it, but was told replacement was only an option in the first year after purchase.

Things have really gone downhill at HP. As much as I love my TC1100, I have no desire to deal with HP again in the future, and will be avoiding their products.

[deratristar]

I'm getting there real fast, myself.

[deratristar]

Well, apparently I struck a chord with them, and I am getting yet another replacement today or tomorrow. tc4400 again, with 2 Gig of memory (thankfully, I got someone who reviewed the notes, and saw my tc4200 did have 2 Gig in it when last serviced). They bumped me up to an 80 Gig HD also. Transferring the my 9x5 OnSite with ADW warranty, and extending the warranty past that for the full 3 yrs of the new unit.

The last rep was sincerely apologetic about how I have been treated during the last few months. Now, I don't know if this had anything to do with an email I sent to Mr. Hurd through his feedback form, but I suspect it might have.

So, we will see what I get this time. Supposedly this is a "pretested" machine this time, that was an unused corporate return (Yes, I read "refurb" in there, even if they say it isn't).

[flecrone]

My original post on my current problem with HP support was lost in the recent data outage. Once a resolution has been reached, I plan to post the information again. But for now …

Briefly, I have been trying since Dec. 11, 2006, to get my TC1100 repaired. At every turn, HP has failed to perform adequately. (For example, it took a month for them to send a box for the repair. I would call, would be assured that a box was being sent, I’d wait a while, and nothing would arrive. After the fourth attempt, a box was finally sent.)

Now, three months later, I am back in Japan, the computer is somewhere in the US, and sill unrepaired. I tried repeatedly to get HP to send the computer back to me, even unrepaired, so that I would have it when I returned to Japan. Again, more failures on their part, and I had to leave the country TC1100-less.

Now they are saying that they cannot ship the computer to me here in Japan (“we only deal with the US and Canada”). The company is doing nothing to make up for the countless errors on their part, and their lack of a cooperative stance just further frustrates the matter.

I am ready to take legal action.

[deratristar]

I got my replacement for the replacement back on March 12th, and it appears to be working wonderfully. I did notice right off the bat that this one is much more "well-behaved" than the original tc4400 sent to me.

Now if I can just find my Office disks... (I had them a few weeks ago, and now they have disappeared. Shrug.).

[flecrone]

Congratulations! Glad to hear you finally has some resolution!

It�fs now 3.5 months since I made the initial call to HP to get my computer fixed, and I�fm still trying to get it back.

[deratristar]

Keep on it. I finally sent the message to Mr. Hurd's office, which is, IMHO, why it got settled so "quickly" (sarcastic tone).

If need be, make them aware that you have no problems traveling to Santa Clara County to file an action (Small Claims Court), and that you know you will prevail. Also consider the St of CA Attorney General's office and Dept of Consumer Affairs. Three months is unacceptable for any repair. They should be able to ship it to someone you know c/o an address in the U.S.

If they lost your unit, then they have a responsibility to replace it immediately.

Oh, found my Office 2003 disks... anyone know how to remove Office 2007 completely?

[flecrone]

Thanks for the words of encouragement. HP continues to screw up, but at least I seem to be making a little progress.

They agreed to send the computer to me in Japan, but they did not indicate clearly what it was on the invoice, and the Japanese customs interpreted it as a new $1200 computer purchase from the US, meaning I had to pay 6% tax to get it. When I opened the box, I found that the repairs still had not been made.

One of the things I’ve been requesting is that the bridge battery be replaced, as it only lasts about 2 seconds now. That’s extremely easy to do. I’ve told everyone I’ve spoken with that it needs to be done, I put a letter in with the computer, and a Post It note on the computer, and yet they still failed to replace the battery.

I’m trying HP here to see if they will do any better with the repair. I’ve been without the computer a total of 55 days so far this year, so I can wait a little longer to see if I might get results.

I have been threatening legal action. The warranty clearer stays a two business day turnaround time on repairs, but on April 11 it will be four months since I first tried to have the repairs done. I guess my legal threats caught someone’s attention, though. I was originally told they could not give me a replacement because the unit was more than a year old, but yesterday they offered me a brand new TC4400. A nice offer, but I bought the TC1100 because I wanted a slate, and I definitely don’t want to replace it with a convertible.

So, since I’m going to try having HP in Japan fix it, we’re going to wait and see what happens there, and then discuss further compensation for all the time and hassle involved in what should have been an extremely simple process.

I’ll post again when I reach the next stage of this saga…

[deratristar]

You might want to rethink that. I have used both a tc1100 and the tc4400. Having the option of a "normal" laptop when I want it is nice. You can always keep it in slate mode if you want.

And one additional benefit: You get newer hardware. :-)

[barnabeg]

Hello all: we sent a TC4200 to the Canadian depot for service in mid December and, well, it never came back. After repetitive calls to the service center, and getting the "sorry the LCD screen is on back order", I finally said the word "unacceptable", and they said ok it should be replaced with a new unit. Well it still took a few calls after that, and a few weeks ago, I did finally receive a new TC4400 as a replacement. Sort of bittersweet deal I guess. I have to say that I sold our company on these units, in order to get a 1 to 2 week turnaround time, like I used to get with Digital Equipment and Compaq laptops. Hmmm.

Is this a result of HP outsourcing their laptop repair service???

-- cheers,
...gb

[flecrone]

"You might want to rethink that. I have used both a tc1100 and the tc4400. Having the option of a "normal" laptop when I want it is nice. You can always keep it in slate mode if you want.

"And one additional benefit: You get newer hardware."

Newer hardware would be great, but I want a slate. I'm often in "mobile" situations, and the lighter and smaller, the better. I have a Sony Type U as well, and after using that, the TC1100, at 3.1 lbs., feels really heavy. The TC4400 is 4.3 lbs., which is more weight than I want to deal with in a tablet. Plus, I already have three other standard laptops. So, what I want is a working, compact, lightweight slate, which is why I bought the TC1100 in the first place. I guess one possibility would be to take the TC4400, sell it on eBay, then use the money to buy a Motion slate.

At any rate, negotiations with HP will continue...

[flecrone]

"in order to get a 1 to 2 week turnaround time"

The warranty on these business machines states a 2-business-day turnaround, not 1 to 2 weeks, and certainly not several months.

I get the feeling outsourcing is a big issue. There are too many people in too many places assuming everyone else is taking care of things, and what happens is that nobody does anything.

[deratristar]

quote:Originally posted by barnabeg

Sort of bittersweet deal I guess. I have to say that I sold our company on these units, in order to get a 1 to 2 week turnaround time, like I used to get with Digital Equipment and Compaq laptops. Hmmm.

Is this a result of HP outsourcing their laptop repair service???


Bittersweet deal... yeah. I do feel your pain. Just the time it has taken me to deal with this is unreal, not to mention the need to transfer my data off two different computers (one of which needed an ATA to USB adapter to do... at my cost.).

Actually, no it isn't. HP and Compaq before have outsourced repairs for years. Solectron is one of the companies, and there are others. They just don't have enough employees to handle the millions of units they sell each year. They also don't make their own units (surprise!). This isn't an industry secret. Dell, Fujitsu, HP, and many other companies have third party companies manufacture their hardware. (Dell does some, not all).

1-2 week turnaround time is a reference to the total time. 2-3 day is the time they usually do repair units, but it takes a day or two for the R2/R3 return box to get to you, a day or two in transit, repair, and transit back. Thus the 1-2 week. I usually have gotten mine within a week.

I am not sure if "Mission Control", located in Costa Rica, is truly HP or is outsourced also (I am leaning toward outsourced). Anyone know?

Now, that said, HP *is* having issues with quality control, both in units manufactured, and in their repair services. They are not keeping close tabs on their outsource repair depots like they used to. When things go bad, they are making it harder on the consumer to obtain relief, and seem responsive only when legal means are threatened or actually done. This is where they need to VASTLY improve their customer service. I wasn't playing games to get a replacement laptop (as one user had accused me of in a private email. I had a genuine defect in my tc4200, and HP BROKE MY COMPUTER when they sent inept repair techs out (one outsource, one in-house), and again when they demanded that I send in the unit to their repair depot. Each time, the unit was worse off than when I started. This is where they have their worst problems. They do seem to be a little more responsive in the last month or so, which could be a result of the negative publicity they are receiving on The Buzz and other TPC sites, along with personal blogs (Like mine).

HP does seem to be at least improving most of our situations, offering more memory (I now have 4GB) or other concessions. Not everyone, I realize, but I see this more a result of the way at least I communicated with them (You get more flies with honey than vinegar). Initially, all they offered me was the equivalent unit. Later, when I changed the way I dealt with them (including emailing Mr. Hurd), that was when they offered the additional memory.

The dead tc4400 went back over 2 weeks ago. Oddly, I still have the tc4200 here. I have *NEVER* received the return labels for it. I will call them this next week and remind them again...