"Precisely one month ago I e-mailed HP business support to have my laptop sent in to fix a random hanging problem I’d been troubleshooting since I purchased the laptop in October. I finally got the laptop back three weeks later, after having to send it in twice, the second time to fix problems caused by repairs made during the first servicing.
Now, after having used the laptop for ~1 week I’ve noticed that the original hanging problem has come back. Additionally, my LCD brightness shortcuts (Fn+f9/f10/f11) no longer work.
I’ve noticed Bluetooth connectivity issues ever since I got the laptop back from servicing. The Windows Bluetooth stack doesn’t even recognize that the Bluetooth radio is installed.
Before I sent the laptop in the first time I informed tech support that I suspected the Bluetooth drivers/radio as being the problem. No one seemed to listen to this, since I got the original Bluetooth chip back after repairs.
When I remove the chip and uninstall the HP drivers for Bluetooth the hanging problem goes away. This is very clear cause-and-effect.
I can only assume that there is a fault in the Bluetooth module itself.
I need you to send me a new Bluetooth module. I can return the defective one if you include packaging/postage.
I will not send the laptop back in for servicing. I do not feel the need to endure another 3 week ordeal as I try to get the laptop repaired and shipped correctly.
I am already sorely disappointed with what was supposed to be the stellar, award-winning tech support offered by HP. You have a chance to partially redeem yourselves if you make this exchange process quick and without conflict.
Additionally, I need you to send me a OEM Windows XP Professional install disc. I purchased a copy of windows with this laptop and I am entitled to be able to make a clean installation (as opposed to a restoration to factory defaults as would result from using the recovery partition or recovery DVD’s that I had to make myself (another disappointment).
If I encounter too much resistance at this juncture I will have no recourse but to return the laptop and docking station and demand a refund of my extended warranty (since I would consider all of them defective and supported incompetently).
Please, no one involved wants to deal with a return of an expensive piece of electronics.
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Alexander C Belton
Carnegie Institute of Technology
Mechanical Engineering
Materials Science and Engineering (Minor)
Society of Automotive Engineers
Asst. Dungeon Master, Scotch'n'Soda Theatre"
PS This made me laugh:
HP's JD Power award for Tech support customer satisfaction:
"HP is one of a select group of Technology Service and Support Centers in the nation that can successfully and consistently provide "An Outstanding Customer Service Experience." The J.D. Power and Associates Certification logo is a highly recognized symbol of customer satisfaction and quality available." Ha!
I don't know how much stock I should put in JD Power & Assocs awards, but they now carry less credence in my eyes.
[UPDATE]: Furthering my belief that the outsourced tech support isn't the problem with HP's support, I recieved an e-mail back, approximately 4 hours later (they claim to respond within a business day) simply asking for a shipping address, presumably to which they will be shipping the BT module and Windows XP Install disk.
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