Here's the first HP Customer Service Complaint Post in case you missed it: http://poweredbyingenuity.blogspot.com/2013/08/hps-customer-service-well-get-it-back.html
I received my laptop back yesterday after a week and a half of not having it. I will admit they took a longer time the second time, but I didn't really have a problem with that since it would hopefully mean that they checked out the laptop more and made sure everything was working. Upon receiving the laptop I checked the bottom plate to see it fall off again. I inspected the plate yet again, and found that all the tabs on the plate were in line like they were supposed to be. They probably didn't put the plate in because they want the customer to do it so that if it breaks, it is their fault and not HP's. Smart, but it didn't work on me.
After placing the plate in, I turned on the laptop to see that everything was as I left it. The OS was not tampered with and the very few settings I had set such as wallpaper and mouse speed remained intact. I quickly looked at the battery symbol and saw no error sign, so they did fix my issues after all. I could tell they replaced my battery because I put a pencil mark on top of the old battery so I would know if they fixed the original or simply discarded in interest of a new part. Everything seemed fine, and it was about time too since this was the second time in two weeks that I had to send my laptop into HP. I connected my Seagate 3TB external hard drive with USB 3.0 SuperSpeed support into my USB 3.0 ports to find it not spinning into life. I figured it was a simple driver issue and that it could be easily remedied by installing up to date drivers. But then I plugged in my flash drive into the 3.0 port, and switched the hard drive to my one remaining 2.0 port. My flash drive didn't even light up... There was no reaction, the port could have been dead for all I know. I went into device manager and saw that the "Fresco Logic USB root hub" that interacts with the 3.0 USB ports was not installed and my laptop couldn't even detect one.
...So HP sends me a laptop with a missing driver? How convenient... If I were to send my laptop back to them a third time I would be completely irate with them and I would buy a new laptop. I waited until today to call them about the USB port issue since I had 90 days to call them. It took them a while, but they ended up deleting the folder that would normally handle that specific driver and then it ultimately worked. It's been a long journey with the laptop and dealing with HP's less than helpful customer service. Although they fixed all the issues in the end, I wish HP took more time to make sure that all the issues the customer addresses are actually fixed and that no new issues arise. I know it is tougher to predict the latter, but I am sure a company with research and development team such as HP's could solve that issue. With all of that being said.... My next laptop will not be an HP.
0 comments:
Post a Comment