About HP Support and Factory Defects
Greetings to users.
I own an HP DV7 4121er laptop. I want to note that the laptop is positioned as a multimedia with excellent sound from Beats audio. Immediately after the purchase, I noticed that the keyboard rattled when playing music at a volume of 50% or more. I contacted HP tech support by phone, where I was informed that I was not the first with such a problem and offered to contact the service center. He turned to the service center LLC "Microbit-NK" in St. Petersburg. After 5 days I received a text message that the laptop is ready and I can pick it up. I came satisfied in the SC, but not here it was. A man on the issue, a certain Sergeyev, informed me that the keyboard rattling while playing music was not a defect and suggested that I listen to music more quietly or buy a silicone pad in their store. To my objection that 50% of the volume is not loud, they did not answer me and only gave the following act with the wording:
I want to note that when listening to songs where a lot of vocals, rattling begins to be observed already at 40% volume. It’s just impossible to listen to something at 60%.
')
After that, I re-contacted technical support by phone, where I was advised to file a claim at the following address: exceptions_ru@mail.support.hp.com:
...
Problem:
I purchased the HP pavilion dv7 4121er laptop in the store
Megabuki << OMEGA Technics >>. From the first days of use, noticed very loud
rattling and crackling of the keyboard when playing music or watching movies
at a volume level of more than 50%. I suggested that this flaw might
detach with further use. But, unfortunately, rattling
not disappeared.
10.10.11 I made a call to the technical support service, where I
advised to contact this problem in the service center. Employee
the support service also informed me that this is not the first time that the
him with this problem.
10/14/11 I turned to the service center LLC Mikrobit NK. I
demonstrated the defect to the service center employee, after which the employee
accepted my laptop in warranty repair.
10/19/11 I was informed that I can pick up a laptop from repair. When I came
receive a laptop, an employee of the service center Sergeyev said that
keyboard jingling at a volume level of 50% or more is not a defect
and suggested that I “listen to music so loud or buy a silicone pad in their
the store. " In the act of acceptance of completed work they wrote to me: “because
lack of regulatory documents, it is not possible to conclude that
defect as such. " Scan the act attached in the letter.
After the above, I called technical support, where I
advised to contact your problem with your problem.
In the appendix: the act of acceptance of work performed, check, warranty card.
Please help me figure out how to eliminate the existing flaw or,
may exchange laptop.
Respectfully,
... ...
And today I received an answer from there (spelling is preserved):
Dear sir…… ...!
In this simulation we recommend that you contact another Service Center for re-diagnosis.
If the opinions of specialists from our two SCs are confirmed, then the equipment is really intact.
If not, they will repair it for you.
Our Claims Department is not competent in technical matters, therefore we cannot confirm or deny the commitment of HP's authorized Service Center.
Addresses of authorized HP companies in your city: ...
And it doesn’t give a damn about the fact that people addressed the same problem both abroad and in our country and in the technical support service they know about it (I learned from one of the operators).
This is my third HP laptop and apparently the last one.
Say no time to be honest. I will take advice from those who know how to act in this situation.
Thank.
upd:
Similar problem as mine. Only I rattle louder as it seems to me .. = (
UPD2 : Can I invite HP employees here somehow?
UPD3 : I was answered by one of the staff of HP who is present at this site, promised to try to help after November 6.
UPD4 : I discovered the following message on HP overseas forum:
I couldn’t agree with your remarks more! Pavilion DV7 4087cl with Beats Audio is a piece of junk! If you are too much bass ... all within the first year of ownership! HP didn’t replace the hard drive. It was a flaw. The sound was never fixed though. I’m more then I’m disappointed, I’m never happy.
I own an HP DV7 4121er laptop. I want to note that the laptop is positioned as a multimedia with excellent sound from Beats audio. Immediately after the purchase, I noticed that the keyboard rattled when playing music at a volume of 50% or more. I contacted HP tech support by phone, where I was informed that I was not the first with such a problem and offered to contact the service center. He turned to the service center LLC "Microbit-NK" in St. Petersburg. After 5 days I received a text message that the laptop is ready and I can pick it up. I came satisfied in the SC, but not here it was. A man on the issue, a certain Sergeyev, informed me that the keyboard rattling while playing music was not a defect and suggested that I listen to music more quietly or buy a silicone pad in their store. To my objection that 50% of the volume is not loud, they did not answer me and only gave the following act with the wording:
I want to note that when listening to songs where a lot of vocals, rattling begins to be observed already at 40% volume. It’s just impossible to listen to something at 60%.
')
After that, I re-contacted technical support by phone, where I was advised to file a claim at the following address: exceptions_ru@mail.support.hp.com:
...
Problem:
I purchased the HP pavilion dv7 4121er laptop in the store
Megabuki << OMEGA Technics >>. From the first days of use, noticed very loud
rattling and crackling of the keyboard when playing music or watching movies
at a volume level of more than 50%. I suggested that this flaw might
detach with further use. But, unfortunately, rattling
not disappeared.
10.10.11 I made a call to the technical support service, where I
advised to contact this problem in the service center. Employee
the support service also informed me that this is not the first time that the
him with this problem.
10/14/11 I turned to the service center LLC Mikrobit NK. I
demonstrated the defect to the service center employee, after which the employee
accepted my laptop in warranty repair.
10/19/11 I was informed that I can pick up a laptop from repair. When I came
receive a laptop, an employee of the service center Sergeyev said that
keyboard jingling at a volume level of 50% or more is not a defect
and suggested that I “listen to music so loud or buy a silicone pad in their
the store. " In the act of acceptance of completed work they wrote to me: “because
lack of regulatory documents, it is not possible to conclude that
defect as such. " Scan the act attached in the letter.
After the above, I called technical support, where I
advised to contact your problem with your problem.
In the appendix: the act of acceptance of work performed, check, warranty card.
Please help me figure out how to eliminate the existing flaw or,
may exchange laptop.
Respectfully,
... ...
And today I received an answer from there (spelling is preserved):
Dear sir…… ...!
In this simulation we recommend that you contact another Service Center for re-diagnosis.
If the opinions of specialists from our two SCs are confirmed, then the equipment is really intact.
If not, they will repair it for you.
Our Claims Department is not competent in technical matters, therefore we cannot confirm or deny the commitment of HP's authorized Service Center.
Addresses of authorized HP companies in your city: ...
And it doesn’t give a damn about the fact that people addressed the same problem both abroad and in our country and in the technical support service they know about it (I learned from one of the operators).
This is my third HP laptop and apparently the last one.
Say no time to be honest. I will take advice from those who know how to act in this situation.
Thank.
upd:
Similar problem as mine. Only I rattle louder as it seems to me .. = (
UPD2 : Can I invite HP employees here somehow?
UPD3 : I was answered by one of the staff of HP who is present at this site, promised to try to help after November 6.
UPD4 : I discovered the following message on HP overseas forum:
I couldn’t agree with your remarks more! Pavilion DV7 4087cl with Beats Audio is a piece of junk! If you are too much bass ... all within the first year of ownership! HP didn’t replace the hard drive. It was a flaw. The sound was never fixed though. I’m more then I’m disappointed, I’m never happy.
Source: https://habr.com/ru/post/131192/
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