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Guide: How to Get YOUR Free Repair 
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Administrator

Joined: Thu Dec 11, 2008 12:31 am

Posts: 206

Enhanced Warranty: No

Laptop Type: DV9000t

Model Number: EZ345AV

Serial Number: CNF7201VH7

Processor: Intel

Graphics Card: 7600 GO
Post Guide: How to Get YOUR Free Repair
Please note, the following guide is not guaranteed to get you a free repair, it is simply a way to get in contact with the right people and (in my opinion) the most effective way of discussing the issue with them. I got lucky with my case manager, but I think you should definitely have a chance at this too. Also, not all of the below steps were what I went through with my case manager (but I think in general are the only way to talk to people who matter).

To clarify, my end resolution ended up being BECAUSE my case manager compromised with me; she offered to have my laptop sent in for free and have the technicians decide. I think this is the correct course of action for every one of these cases; it is fair and makes sense. I hope that all other case managers are able to be as just as mine.

GET THAT DEFECTIVE LAPTOP REPAIRED FOR FREE

This information is mostly what everybody here is looking for. I will do my best to explain how you can get your defective laptop repaired for free (or at least have it sent in so HP technicians can examine it and determine if your laptop is defective)

First off, be quite sure that your laptop does indeed have the symptoms of this defect:
Top 10 Symptoms

For instance, a broken LCD screen and audio problems have not yet been associated with this problem.

Once you are sure that your laptop is defective, you need to get yourself mentally prepared. Here are some key points to an essential attitude with HP:
1. Knowledge: Educate yourself as much as possible on the topic. Read through the forums and all of the various resources that have been posted. Nothing gives HP more confidence than you admitting that you might be wrong; you need to start out, off the bat, making it clear that you are 100% POSITIVE you were shipped a defective laptop.

2. Persistence: You cannot, even for 10 seconds, show signs of weakness here. Make it clear that you do not intend to hang up the phone until you get the deal that you want. Don't even show any interest in the "deals" they will try to give you, like half-off deals and things like that. Do, however, be open to having the laptop sent in to have technicians analyze it and determine if you must pay; they can open up the computer and see the fried part.

3. Anger: This bit is tricky, because everyone will tell you how to treat support in different ways. Do not yell at low-level tech support; they don't know what they are talking about and it isn't fair to them to have you unload your HP wrath on them. Once you get to a case manager, however, they DO know better and I think that they ARE aware of the defect. If they for one second lie to you and tell you they aren't aware of it, you demand to talk to someone who won't lie to them. My case manager never lied to me, but I did have to keep pushing for a while before we were able to come to a compromise. Threats go along with this. Even if you aren't typically an angry person or don't like arguing, the BEST thing to do is mention filing a complaint to some of these organizations:
Best Bad-Business Fighting Organizations to Threaten HP With

And I cannot stress this enough; after you have threatened them with these companies, REPORT THEM ANYWAYS. They deserve it. Even if you get your way, there are thousands of other people who still aren't. And remember, it is NOT the case managers who you are reporting; they are doing their jobs and they do try as hard as they can to help you. You are reporting HP for their business practices and covering up this issue, even though it is so clearly widespread.

Anyways, onto the next step:
How to get a case manager
Your complaint is totally useless until you get a case manager. Do not bother with the middle line tech support; they do not understand, or refuse to admit so, this defect.

To get a case manager, refer to the following page for contact numbers:
Talk to people who matter at HP

Calling the executive office and demanding to speak to the CEO, Mark Hurd, will let them know you are really serious and really upset. Usually leads to the immediate creation of a case manager. Additionally, calling the case manager line can also help but you need to make it clear you have already tried everything else and you are not going to hang up the phone until you have a case.


How to deal with the case manager
Once your case is created, your case manager will tell you are out of warranty and there is nothing they can do. DO NOT GIVE IN. If you refuse to accept their proposals, they cannot hang up. Keep asking them how your issue is any different from the other laptops being recalled. Spend some time arguing the things you've read on the posts on these forums.

I think they know about the problem, but not necessarily agree that it is to the extent that all of us have experienced. Respect this but try to explain why you think it is unfair that you are not included. The case managers DO want you to get the fair treatment for your computer, but a $400 repair is something they must be sure is something YOU deserve to get for free.

I think it might be helpful to refer to the list of organizations to file a complaint with (linked above), not to threaten your case manager, but to make them realize how sure you are that HP is wrong and should change.

I hope you all have the same luck that I had.

I still believe that they owe all of us brand new computers, but the case managers can only deal with what they are given, and right now they have no legal ability to tell us all that our laptops can be sent in free of charge to be examined.

_________________
"I don't want to know. I don't need it. I don't want the information that millions of people have. I don't want to be fed these boring facts and figures. Then you'll become one of the masses. I'd rather starve my mind a bit and have to search out nutrition in stranger places."

~ Henry Rollins, 1961


Thu Dec 11, 2008 1:32 am Profile

Joined: Thu Dec 11, 2008 2:21 am

Posts: 3
Post Re: Guide: How to Get YOUR Free Repair
Excellent. I will try this tomorrow. Those links are great, I think existing case #s will really do the job


Thu Dec 11, 2008 2:22 am Profile

Joined: Thu Dec 11, 2008 4:05 pm

Posts: 1
Post Re: Guide: How to Get YOUR Free Repair
YES!!!!!!!!! I AM TALKING TO A CASE MANAGER NOW!!! I THINK HE IS STARTING TO LEAN TOWARDS LETTING ME GET MY LAPTOP SHIPPED IN FOR FREE SO THEY CAN TELL ME IF I HAVE TO PAY (WHICH I WONT!!!)

i was getting NOWHERE before this guide, just thought id register to say thx


Thu Dec 11, 2008 4:07 pm Profile

Joined: Thu Dec 11, 2008 6:55 pm

Posts: 21

Location: New York


Enhanced Warranty: No

Laptop Type: DV9235nr

Model Number: RP245UA

Serial Number: 000000

Processor: Intel

Graphics Card: 7600 GO
Post Re: Guide: How to Get YOUR Free Repair
One of the most common weapons HP uses is to tell you that your computer model has never had a problem. It's an out and out lie. And secondly, it doesnt matter. I told my case manager I didnt care if no one else with my model # has reported a problem yet. I told her "I have that model and I am reporting a problem. I have your piece of junk defective nvidia chip in my laptop and it's causing the problems you states. So I am the first to call and tell you, so what?

As this post has stated-Be persistent. Don't be bullied. You dont have to scream. I know some people would rather avoid confrontation. I would accuse them of cherry picking who gets free repairs and tell them this is biased and illegal. Companies can't apply different preferences. Let me tell you-My computer wasnt on the list, and I got the free repair. There are many other computers not listed that have been repaired for free.

HP is doing this on a case by case basis to mitigate it's financial hit. I put that in my complaint to the attorney general by the way.

Anyway, good luck to all. Great job on this website. Finally we can say the truth and not be censored. Drop Dead HP

_________________
Rose Liner


Thu Dec 11, 2008 7:05 pm Profile

Joined: Thu Dec 11, 2008 8:24 pm

Posts: 3
Post Re: Guide: How to Get YOUR Free Repair
Roses899 wrote:
Drop Dead HP


LOL :P


Thu Dec 11, 2008 8:26 pm Profile

Joined: Thu Dec 11, 2008 10:31 pm

Posts: 20
Post Re: Guide: How to Get YOUR Free Repair
is this only for US based people, or will i have the same steps to go through in the UK

thanks

Craig


Thu Dec 11, 2008 10:35 pm Profile
Administrator

Joined: Thu Dec 11, 2008 12:31 am

Posts: 206

Enhanced Warranty: No

Laptop Type: DV9000t

Model Number: EZ345AV

Serial Number: CNF7201VH7

Processor: Intel

Graphics Card: 7600 GO
Post Re: Guide: How to Get YOUR Free Repair
Same steps I think craig; all numbers should be the same

_________________
"I don't want to know. I don't need it. I don't want the information that millions of people have. I don't want to be fed these boring facts and figures. Then you'll become one of the masses. I'd rather starve my mind a bit and have to search out nutrition in stranger places."

~ Henry Rollins, 1961


Thu Dec 11, 2008 10:40 pm Profile

Joined: Fri Dec 12, 2008 3:51 am

Posts: 3
Post Re: Guide: How to Get YOUR Free Repair
I used this method today; numbers got my right to a case manager. My laptop is going to be sent in for an analysis....

Even if they fix it for free, I am suing for a brand new laptop. a NON-HP one.


Fri Dec 12, 2008 3:54 am Profile

Joined: Wed Jan 14, 2009 8:58 pm

Posts: 2

Location: Orangevale, CA


Enhanced Warranty: No

Laptop Type: DV9500

Model Number: GA339UA

Serial Number: CNF7232413

Processor: Intel

Graphics Card: 8600M GS
Post Re: Guide: How to Get YOUR Free Repair
Has anyone else had any success? I just discovered this site today via the board on hp's site http://forums11.itrc.hp.com/service/for ... Id=1274587. I was just wondering if anyone who was talking to a case manager has had any luck? Im going to give it a shot sometime this week.


Wed Jan 14, 2009 9:00 pm Profile
Administrator

Joined: Thu Dec 11, 2008 12:31 am

Posts: 206

Enhanced Warranty: No

Laptop Type: DV9000t

Model Number: EZ345AV

Serial Number: CNF7201VH7

Processor: Intel

Graphics Card: 7600 GO
Post Re: Guide: How to Get YOUR Free Repair
absolutely! we've got many many people here who are having luck, the problem is getting to the case manager. then once at the case manager, you just need to be patient and ready to argue a lot. keep in mind that the laptop they sold you was defective and THIS is why youre demanding the free repair. good luck :)

_________________
"I don't want to know. I don't need it. I don't want the information that millions of people have. I don't want to be fed these boring facts and figures. Then you'll become one of the masses. I'd rather starve my mind a bit and have to search out nutrition in stranger places."

~ Henry Rollins, 1961


Wed Jan 14, 2009 9:28 pm Profile
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