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791 posts

Ultimate Geek
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Topic # 71370 9-Nov-2010 15:37 Send private message

Dodgy HP laptop not long out of warrenty, what do you think my chances are at getting it fixed for free?

1) When new, the battery life was approx 45 minutes. Not good but I thought that was acceptable so didn't raise any support issue when in warranty.
2) When laptop was 6 months old, the battery life degraded to the point that the automatic standby/hibernation funtion didn't work when battery was low, causing laptop to shut down and lose unsaved work.
3) The fan is now very noisy all the time, interfering with using it as an entertainment notebook - i.e. you have to turn up the volume to hear any sound. 
4) The battery issue was originally raised within warranty using the technical question by email support option, but no reply was ever received.

At the same time I raised an unrelated support call when the left trackpad button stopped working, which was fixed to my satisfaction under wearranty. I mentioned the battery issue on the call but didn't push to get it added on the same issue. Summary - the computer is now out of warranty , but does not adequately function either as a portable notebook nor an entertainment PC due to the issues outlined above. Ringing up the helpline was a very frustrating experience, as the operatives refuse to even acknowledge there is any possiblilty of out of warranty goodwill by HP.

I know I messed up by not raising the battery issue whilst still in warranty, but I was under the impression battery life wasn't covered by warranty, falling under 'fair use'. I didn't expect the battery life to be that great being AMD athlon with an ATI graphics chip either to begin with.

Basically, have I got a chance if I take it back to Noel Leeming under the Consumer Guarantee act seeing as HP refuse to have anything to do with it? Or Am I stuffed?



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  Reply # 402163 9-Nov-2010 15:45

jonb: Dodgy HP laptop not long out of warrenty, what do you think my chances are at getting it fixed for free?

1) When new, the battery life was approx 45 minutes. Not good but I thought that was acceptable so didn't raise any support issue when in warranty.
2) When laptop was 6 months old, the battery life degraded to the point that the automatic standby/hibernation funtion didn't work when battery was low, causing laptop to shut down and lose unsaved work.
3) The fan is now very noisy all the time, interfering with using it as an entertainment notebook - i.e. you have to turn up the volume to hear any sound. 
4) The battery issue was originally raised within warranty using the technical question by email support option, but no reply was ever received.

At the same time I raised an unrelated support call when the left trackpad button stopped working, which was fixed to my satisfaction under wearranty. I mentioned the battery issue on the call but didn't push to get it added on the same issue. Summary - the computer is now out of warranty , but does not adequately function either as a portable notebook nor an entertainment PC due to the issues outlined above. Ringing up the helpline was a very frustrating experience, as the operatives refuse to even acknowledge there is any possiblilty of out of warranty goodwill by HP.

I know I messed up by not raising the battery issue whilst still in warranty, but I was under the impression battery life wasn't covered by warranty, falling under 'fair use'. I didn't expect the battery life to be that great being AMD athlon with an ATI graphics chip either to begin with.

Basically, have I got a chance if I take it back to Noel Leeming under the Consumer Guarantee act seeing as HP refuse to have anything to do with it? Or Am I stuffed?





 

From my experience HP are hopeless to deal with unless you get through to their escalation team, who are very good. I don't know about the battery, as they are considered consumables. You could just buy a new battery.  You probably needed to follow it up within the warranty period.

However any other problem should be covered by the CGA. I however would recommend reinstalling your computer back to the state it was in when you purchased it, as your noisy fan could be software related if you have lots of load on the computers CPU or graphics card.

The problem is finding an email address for HP, without using a form on their website.



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Ultimate Geek
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  Reply # 402215 9-Nov-2010 16:25 Send private message

Thanks for the reply. The technical support email was from using the form on the support website so no record of it being sent within the warranty period. I'm loath to pay $100 plus for new battery when could put towards a new laptop but might have to stump up for it. I'll try at Noel Leeming first, trying to work out what would be classed as a 'minor' or a 'major' fault before I approach them..
Annoyed because I felt I was giving HP a bit of goodwill by not pestering them more in the 1yr warranty period, guess I've learn't a lesson inthat respect at least.
I don't have a big grudge against HP (yet Smile ), my work laptop from them has been fine. I'll d efinitely choose a brand with a 2yr warrantry next time though after this experience Frown

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  Reply # 402242 9-Nov-2010 16:59 Send private message

a laptop with a 3 year warranty often only has a 1 year warranty on the battery as they batteries are not rated to last... i'd say that you would have a hard time claiming for a new battery this far down the track given they are not supposed to last this long anyway.




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791 posts

Ultimate Geek
+1 received by user: 63


  Reply # 402492 10-Nov-2010 09:05 Send private message

Thanks, I kind of thought as much about the battery. Will probably buy a 3rd party battery for $80 or so from trademe and try blowing some compressed air in the vents to see if that solves the overheating. Last night it was too hot to have on lap even through a plastic tray to keep the air circulating.
If the overheating issue doesn't get better, would that be grounds for a 'major' fault under the CGA. The past threads about this sort of thing aren't that clear - I imagine that's because it all depends on the person you deal with at the retailer?
Cheers.

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  Reply # 402760 10-Nov-2010 12:20 Send private message

My HP laptop started to run very hot and the fan seemed to run on "turbo" a lot of the time.

When I got around to doing something about it I removed the keyboard and blew hard into the fan. This dislodged a few lumps of carpet fluff and it's now running much cooler.

If you remove the keyboard this gives you access to the top of the fan (at least on mine it does). You need to do this so the debris can be blown out. It only took a few minutes to do this.

You can find service manuals on the HP website that tell you exactly how to disassemble the laptop. This is for a "business" range laptop, I'm assuming the consumer range documentation will be there too but I can't be certain.

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  Reply # 403066 10-Nov-2010 20:09 Send private message

if you take the machine into a laptop service agent they can probably disassemble and reassemble the laptop and clean all the fans and heatsinks in less than an hour. if there is a 'known' overheating issue with the motherboard or bios, then they might be able to advise you of such before starting any work and try get it done under warranty for you.




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