My HP laptop has been shipped to HP (at their expense) three separate times since November 2010.
The laptop had 3 issues:
1. a USB port did not work
2. the keyboard freezes–as you type, nothing appears on the screen, then suddenly all the characters come quickly streaming onto the monitor at once; this can occur as often as 14 times in 20 minutes.
3. Intermittently the screen goes black, flashes back on then off again, then is restored and a message appears at the bottom right of the screen that says…the system has recovered from an NVDIA failure 186.44
Item 1 was corrected in the first repair visit; 2 & 3 continued to occur.
The second visit did not correct anything.
Up to this point I was working with Mario who explained while HP’s policy is to NOT replace* faulty products, that if a third attempt at repair did not correct these remaining two issues the laptop would be replaced.
The third visit extended to just over 20 days. HP contacted me to explain that the repair staff was very busy.
Then Maria contacted me to say Mario was gone and she would be my new case manager.
In spite of three visits to the repair staff, the laptop persists in failures 2 & 3. Including shipping times, I have been without the laptop 40 days.
In conversation with Maria, I described yet again the issues I was having. Her solution was that I should ship the laptop to them again and this time they will have an “engineer” work on it.
I responded that as I understood NVDIA failures of this type no repair has yet been found and another visit was pointless; further, that I expect a replacement or a refund.
I detailed the Reader’s Digest article about a customer going to small claims court over an NVDIA/HP problem (and winning); I described the numerous online articles and blogs about NVDIA issues, including specifically the one I am having.
She put me on hold and checked for an alert on the NVDIA failure.
Upon returning to our call, she confirmed they did in fact have an alert regarding NVDIA failure 186.44, but it related to models of laptops other than the model I have. Therefore, she concluded,
this was not happening to my laptop.
I asked if Maria had a supervisor. Her response was that yes, she does, but “HP supervisors do not talk to customers because they are busy running the company.”
It was at this point that I hung up.
*Not entirely accurate. The HP printer I purchased last August made a horrific noise. Concerned, I spoke to the service desk. They were unable to help me because I could not produce the noise for them to hear over the phone. I spent a month recording the printer sounds each time I printed something and finally caught it grinding and clicking at loud volume. When I played the tape to them by phone they immediately offered to send a replacement–which I now have in my office.
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