Posted by: jdieter | July 28, 2012

Thank you, HP

HP dv6t-6100 laptop
Last September, while I was on sabbatical in the States, I bought an HP laptop (along with my HP tablet and HP phone). I ordered it online and specced it to have a full HD display and a Radeon video card in addition to the built-in Intel video, and was very happy with it.

The one complaint I had was that the fan started making noise after four or five months (at which point I was back in Lebanon). I tried disassembling the laptop to clean the fan, and it didn’t fix the problem. So I just let it go, and, eventually, the noisy fan got quieter.

A few weeks ago, I noticed that my laptop was running visibly slower than usual, and I rebooted. As came back up, I got a warning from the BIOS saying that the fan was no longer working correctly. I put my hand next to the fan outlet, and there was almost no air movement. The fan wasn’t completely dead, but it sure wasn’t working the way it should. When Fedora finished booting, it was running slow again. I checked the sensors, and, sure enough, it was running hot. Very hot. Obviously the fan needed to be replaced.

I checked the warranty status on my laptop, and found, to my surprise, that, even though I bought it in the US, it was covered with a world-wide warranty. Supposedly I could take my laptop anywhere in the world and have it repaired for free.

Now, I’ve lived in Lebanon for many years, and found that ‘customer service’ here normally consists of waving goodbye as you walk away with your new purchase. And a warranty is worth its weight in gold… until you leave the shop. Then it no longer applies, because, obviously, warranties aren’t intended to protect you once you’ve started using the product. This applies to the bigger international companies as well as the smaller mom-and-pop shops. I remember asking the local official Skoda dealer about a warranty on a used car and he told me, “I’ll give you a verbal warranty.” For some reason, I was less than impressed.

I contacted HP in Lebanon and they directed me to one of the HP authorized repair centers called Computer Information Systems (CIS). I took my laptop in last Friday and fully expected to be told that, for some obscure reason, the fan wasn’t going to be covered under warranty. Instead, they took my laptop without any hassle at all.

On Tuesday (two working days later!), I got a call from CIS telling me that it was ready. I went back in and got my laptop back, again with no hassle at all. They did tell me that I was in luck that they had the part because it was a US model, but they would have ordered the part if they hadn’t had it in stock.

So, while I’m not impressed that the system fan died so quickly, I’m very impressed that HP automatically gave me a worldwide warranty and I’m astounded that CIS did the work quickly without trying to find some way to charge me. Thank you both for your professionalism!

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Responses

  1. i am shocked and surprised,shocked because i dont expect that from HP and surprised because i also got HP and i just checked my HP g6 also hot world wide warranty :)

  2. I have an old 3 years old HP Probook, and I was also surprised – also I had some overheating problems, and took my HP to one of these CIS / HP Partner here at HU too. 3 days later my fan was replaced, I have received an list what they have checked (what they found also), and some suggestions that my battery also possibly needs to be replaced if I want. I said yes, another 3 days, and I have received my notebook CLEANED, with replaced battery, and CPU fan. No worries, no hiccups, no extra random fees, just the fine work, and my laptop were repaired. Applause, and thanks….

  3. I have a very old dual-core AMD HP/Compaq V6000 laptop, circa 2007 or 2008 I think. There was an issue with the main board and HP repaired it at their local service agent in two days under warranty with no hassles. Later, in 2009 when the warranty period was out, the main board failed again. “Oh no”, I thought, “This is going to be bad”. But I called the local 1800 number and actually spoke to a technical person who was able to advise me how to drive their spare parts web site to obtain, not only a replacement main board, but also to activate the buy-back for the failed one. The replacement main board arrived, I repaired the laptop using the online service manuals (I have 15 years of electronics industry experience so maybe this isn’t the road for everyone to travel), and sent the failed main board off to obtain the purchase buy-back discount. I was very happy. It wasn’t cheap but it was a lot cheaper than replacing the laptop or having the service agent repair it considering the specs at the time were very good. Not a case of international support but a very positive experience with HP support. I noticed the replacement main board had a higher revision number and no problems have occurred since. I still use the laptop day to day as my main development machine even though the specs are surpassed these days. I’ve just bought a new 12-cell battery for it and intend to keep using it for a while yet.

    FC16, Apache, mySQL, PHP, VirtualBox, Eclipse etc, etc


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