"new" HP - damaged motherboard

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1101

3122 posts

Uber Geek

#1592660 14-Jul-2016 16:32

I know timeframe is now too short , but

take the PC into Noel Lemming and tell them : replace it . It was obviously assembled with faulty parts . The HP tech would know that .
Its up to NL to sort out Warranty, thats the NZ law (CGA). NL will have more powers of 'persuasion' with HP

If NL start trying to fob you off, mention CGA . You dont have to deal with HP, at all.
Take your ph & tell them you will be recording the conversation : by law they cant mislead you over CGA rights .

michj

6 posts

Wannabe Geek

#1592690 14-Jul-2016 18:11

Ok - resolution.

Having posted on the facebook pages of HP (international), HP NZ, and Noel L, I woke up to find lots of messages from HP International. About 2 in the afternoon, i finally got a call from higher levels of HP where I could explain the situation.

HP made an interesting comment that the computer may have been a demo etc, (sold as new). But, i have heard so many stories that i am not sure about anything. HP gave me authorisation, which i bypassed NL head office and took to a store where i had got good service before. Stood my ground re repair, replace v refund and finally got this saga over.

So what is my take on this.

Even if the HP belief that this was probably a demo computer is true, i dont see that this has anything to do with the motherboard. Maybe this did have something to do with the circuitous and opaque customer service I got with NL. I cant see NL dissassembling computers though. I never quite got through to anyone at NL who showed any interest.

Furious with HP that a) they sold me this, b) i had to go to the international company to get action. Also just dumb to send an irate customer photos of how bad the quality control is - suffice to say the photos are on multiple sites, including their own social media

As for NL, it is clear that there isnt a strong process around dealing with internet customers, or it isnt as widely known as it should be. All i wanted was a phone call, i never got one. Will never buy from the internet site again. My store experience has been good.

During this process, i have already complained to the commerce commision re potential breaches of both the CGA and Fair Trading Acts. I will let this stand, as it is clear that somebody is not selling what they are promising, and the CGA always stands regardless of what the manufacture says... also, how does a customer change the mind of a company when they make the assumption which cannot be rebutted (ie i opened the case and damaged)

Now, i am going to buy another computer. I wonder what brand?

michj

6 posts

Wannabe Geek

#1592694 14-Jul-2016 18:14

Can i also thank those with advice on here, particularly dedeenz and radomatic

networkn

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#1592696 14-Jul-2016 18:16

At the end of the day HP stood behind their product, you got a replacement. My experience in selling HP/Compaq for over 15 years is that their hardware and support are (usually) hard to beat.

Personally I'd only buy "business" offerings from any vendor, because whilst they are a bit more expensive and less highly spec'd, you get less crap and a better quality warranty.

So, in short, what brand? HP.

1101

3122 posts

Uber Geek

#1592918 15-Jul-2016 09:01

networkn:

At the end of the day HP stood behind their product, you got a replacement.....

Lets be honest here, HP only took action after being publicly shamed into doing so . Otherwise they were willing to do nothing.

That PC should never have left the assembly line. Demo or not is irrelevant. Why would any company send out a unreliable demo PC
that is going to fail when potential customers are trying it ?

Ive been selling HP's for 15+ years as well, and are my brand of choice.
They have put out some duds over the years, but overall they have been very good.
The HP Business Class PC's are a step above the home PC's, but Noel Lemming & other toaster shops only sell the home HP PC's

networkn

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#1592937 15-Jul-2016 09:24

1101:

networkn:

At the end of the day HP stood behind their product, you got a replacement.....

Lets be honest here, HP only took action after being publicly shamed into doing so . Otherwise they were willing to do nothing.

That PC should never have left the assembly line. Demo or not is irrelevant. Why would any company send out a unreliable demo PC
that is going to fail when potential customers are trying it ?

Ive been selling HP's for 15+ years as well, and are my brand of choice.
They have put out some duds over the years, but overall they have been very good.
The HP Business Class PC's are a step above the home PC's, but Noel Lemming & other toaster shops only sell the home HP PC's

Well, you know that BIG companies are a lot slower to move generally than smaller ones, but at the end of the day their contract was with their retailer and its THEM they should be pissed off with, since THEY didn't meet their obligations.

You could try Lenovo or another brand, but bottom line, the same thing could happen with any brand and the outcome is what matters.

Edited because I confused 1101 as the original purchaser.

ludez

903 posts

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#1592983 15-Jul-2016 10:53

Don't buy off the shelf pcs, they often use much cheaper parts and use non standard proprietary parts also. You can get someone like computer lounge to build one for you.

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networkn

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#1592986 15-Jul-2016 10:59

ludez: Don't buy off the shelf pcs, they often use much cheaper parts and use non standard proprietary parts also. You can get someone like computer lounge to build one for you.

I'd argue against that advice. Fine if you need something that a prebuilt computer can't offer you in terms of spec, etc, but on the whole, prebuilt beats assembled in my experience.

I've had considerably more issues with my CL assembled PC's than I ever have with my HP built devices. (My last experience with a DOA HP device was replacement within 4 hours, my DOA CL PC took another 5 days to fix!).

Also I'll take my next business day onsite warranty, hassle free and easily arranged, every day of the week and twice on Sundays!

stevenz

2802 posts

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#1592989 15-Jul-2016 11:06

FWIW I've been very impressed with the Intel NUC's.

We find HP to be one of the better big brands to deal with as they actually have a pretty good support network in NZ which many other brands don't.

Lenovo are great until you need spare parts.

@KnightNZ

ludez

903 posts

Ultimate Geek
Inactive user

#1593005 15-Jul-2016 11:26

networkn:
ludez: Don't buy off the shelf pcs, they often use much cheaper parts and use non standard proprietary parts also. You can get someone like computer lounge to build one for you.

I'd argue against that advice. Fine if you need something that a prebuilt computer can't offer you in terms of spec, etc, but on the whole, prebuilt beats assembled in my experience.

I've had considerably more issues with my CL assembled PC's than I ever have with my HP built devices. (My last experience with a DOA HP device was replacement within 4 hours, my DOA CL PC took another 5 days to fix!).

Also I'll take my next business day onsite warranty, hassle free and easily arranged, every day of the week and twice on Sundays!

At a significantly higher price, no or limited upgrdeability. Lower quality parts also. Family have used pre built gaming or home pcs from gp and Dell and it's always been a hassle getting the issue fixed.

Also buy buying from local shops you support our businesses, rather then deal with a support member in India.

ludez

903 posts

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#1593006 15-Jul-2016 11:26

networkn:
ludez: Don't buy off the shelf pcs, they often use much cheaper parts and use non standard proprietary parts also. You can get someone like computer lounge to build one for you.

I'd argue against that advice. Fine if you need something that a prebuilt computer can't offer you in terms of spec, etc, but on the whole, prebuilt beats assembled in my experience.

I've had considerably more issues with my CL assembled PC's than I ever have with my HP built devices. (My last experience with a DOA HP device was replacement within 4 hours, my DOA CL PC took another 5 days to fix!).

Also I'll take my next business day onsite warranty, hassle free and easily arranged, every day of the week and twice on Sundays!

tehgerbil

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#1593086 15-Jul-2016 12:53

I dealt with warranties exclusively for 6 months, had around a hundred through me with different companies. I can hand on my heart say HP stand head and shoulders above all else when it came down to fixing stuff, their staff were always the easiest to deal with, their call center wait times were phenomenal (Vodafone and spark need to take notes!) And their courier times were usually overnight.

Note this was their business units, and servers I was dealing with on behalf on, but having dealt with Acer, Dell, Cisco, Fortinet and a few others no-one could reliably provide good service like HP. Made my job so much easier!

I know it's average what's happened to you dude, but ultimately the buck should have stopped at NoelLeeming, Hp should never have had to step in, and the fact they did when in all fairness a lot of large corporations like that ignore/delete bad feedback is a fair testament. I mean for goodness sake it hasn't even been a week and you've got it sorted! I've had warranty jobs lasting months with some companies!

MadEngineer

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#1593317 15-Jul-2016 19:18

ludez: Don't buy off the shelf pcs, they often use much cheaper parts and use non standard proprietary parts also. You can get someone like computer lounge to build one for you.

yeah, nah. You won't see this kind of testing with custom built machines (awesome unit that machine, btw)

I know these guys used to "burn in" all their machines in a temperature controlled room running testing software in a loop but not sure if they still do. I bet not many computer shops do burn testing.

You're not on Atlantis anymore, Duncan Idaho.

radomatic

93 posts

Master Geek

#1593379 15-Jul-2016 20:35

michj: Ok - resolution.
<snip>

Now, i am going to buy another computer. I wonder what brand?

Good to hear you got a resolution.

As for brands... the HP business class stuff is great (ProBook etc). If you want to re spend your money with Noels I know they can these.

freitasm

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#1593383 15-Jul-2016 20:46

michj:

OMG - because the item was bought off the Noel L internet site - there is apparently no one that I can speak to. I have been calling the customer help line for a number of days. They gave me an email which I have been sending info to but never received any reply. I just called the NL 0800 number again an no one had any idea about this...

I know this is solved now, congrats. But "because the item was bought off the Noel L internet site - there is apparently no one that I can speak to" is complete rubbish.

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