"new" HP - damaged motherboard

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michj

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#198542 13-Jul-2016 10:07

Bought a new HP computer from Noel Leeming.

10 weeks or so later - completely died with no power. Immediately rang the help desk - bring it in etc etc, which I did.

The next day, got a phone call - the motherboard is damaged, the case must have been opened, warranty void - not fixing etc.

The damage is 3 or 4 cracked connectors and some tape out of place. (see photos, it looks like several plugs connecting power etc have been forced in, and the surrounds have cracked). (That would also explain the power loss issue, the cable has been pushed back in by the tech and everything works - for now)

Now - I did not open the case. No technician apart from HP have opened the case. The computer is a quad-core i7 5500 with 16Gb ram and a 4GB Nvidia graphics card. Why would I fiddle around with the motherboard? Also, the tech told me it is very difficult to open this case without leaving marks - which he could not see - hence his comment that "highly unlikely that customer opened unit by himself..." in his report.

Still going through both Noel L and HP to try and get some resolution, but having no joy as it looks like everyone has dropped me in it.

The only next step I can see is the Disputes Tribunal to try and get repair / money back, but any advice, thoughts, comments are really welcome

Background Info

Technicans report

Diagnosed unit and found no POST - no lights on DC connector. Tried with test adapter and still same. Opened unit and found physical damage on System board - Battery, DC and Display connector are broken - seems some one opened unit and damage the connector. Re-connected all connectors on system board and tested with minimum config- unit posted and working fine. Reassembled unit and tested again unit is working fine now. Updated BIOS F04A from F02. Updated Windows updates and all tests passed in BIOS and Windows. Could be any bad connection was causing any issue. Photos of damage on system board sent top CRT and CEA.called and informed about current status. Highly unlikely cx had opened unit by himself and he is not happy with that.

Last email sent to HP

Firstly, I think this is appalling that you have cancelled the warranty and left me with a faulty computer.

I did not open the case, and this has been confirmed as far as practicable by your repair agents in their report supplied to me and Noel Leeming. I am told that the case requires some skill in opening as it is extremely tight fitting, and that opening will almost certainly leave marks on the case that your agents searched for and could not find. These would be especially visible if an amateur would attempt to open the case.

Secondly, the nature of the damage does not indicate that it would be something a customer opening a case would do. There are 4 separate breakages– all to cable linkages as far as I can see. These are (I think) scattered all over the motherboard – as if someone has tried to take the whole board out. I would have thought that a motivation for a customer to open the case comes from fitting memory etc – not taking the whole motherboard out. I don’t know why someone would attempt to do this to an almost new computer.

Thirdly, the damage is remarkable in that it has obviously been treated very roughly. What is more remarkable is that this damage is to the cable points only, not screws or any other item either on the board or associated components.

Have I summarised you correctly in that you are saying that I opened the case, treated the motherboard so harshly as to break it in several separate places (only on the cables though, not any screws etc?) – yet the computer still works (the fault is clearly with the power cable coming into the motherboard). Then I must have taken out all the small broken pieces that would otherwise rattle around in the computer, got the computer going except for a single loose power plug, then expertly sealed the unit and called the help desk?

Although the fault clearly lies with HP, it is far more plausible that this was damaged in installation – or the board was broken during that process, and HP’s quality process has failed to pick this up, than any scenario involving me opening the case and damaging the board.

As you know, the computer works fine for the moment, but is likely to experience faults at any time.

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#1590844 13-Jul-2016 10:16

Wow.... that sounds really rough. Unfortunately you'll likely just have to hold your ground and keep on at them until they replace the machine or give you a refund.

Pursue the retailer. Make it THEIR problem to liaise with HP (as per the CGA) rather than letting them fob you off.

Good luck.

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MadEngineer

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#1590845 13-Jul-2016 10:16

Both HP and Noel Leeming have upped their game in recent years - I've found both have been providing excellent service

I'd be pushing NL for replacement - can you clarify whose tech said it was unlikely you that opened the PC?

You're not on Atlantis anymore, Duncan Idaho.

michj

6 posts

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#1590848 13-Jul-2016 10:18

The tech was HP's agent - I contacted HP first as per the box rather than NL.

jamesrt

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#1590849 13-Jul-2016 10:18

Have you tried talking to the store manager at the location you purchased it? You could try mentioning the Consumer Guarantees Act, and that the computer is "not fit for purpose".

At the end of the day, Noel Leeming should be replacing it for you, and then dealing with HP themselves. Under the Consumer Guarantees Act, the retailer (i.e NoelL) is responsible for managing the issue with the customer - if they are refusing to deal with it, then they are not acting under the law correctly. If they can't/won't replace it, you should insist on a full refund - again, "not fit for purpose".

You could also try booking a session with a Community Law person at your local Citizen's Advice Bureau - they should (for free) be able to help draft a letter for you to take to Leemings to backup your claim that they should be resolving your issue.

dejadeadnz

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#1590905 13-Jul-2016 11:44

To the OP, I would avoid dealing with the store manager. Go straight to their call centre and ask to speak with someone who handles complaints at the head office. Also consider politely but firmly post your issue on Facebook also, as in my experience a bit of legitimate (but please, make sure there are no exaggerations and rudeness) shaming goes a long way.

gzt

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#1591008 13-Jul-2016 14:24

The damage is strange. So many broken connectors?

Surely this is a factory issue or some kind of training unit sent down the line?

BTR

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#1591023 13-Jul-2016 14:41

My guess is someone in china was having a bad day. Good luck!

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yitz

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#1591030 13-Jul-2016 14:56

Looks to me like it been dropped at some stage?

xpd

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#1591032 13-Jul-2016 14:58

Maybe it was dropped, casing switched out and on-sold as a "new" unit.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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michj

6 posts

Wannabe Geek

#1591034 13-Jul-2016 15:06

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...

It seems that everyone is pointing at everyone else and I am left wondering what the hell is going on.

Have sent it to the 'repairs' team because that is the only place I can get hold of on the phone.

Please if anyone from NL reads this - can you please please contact me...

Everyone else, please AVOID buying items off the NL internet site where there is no manager who can deal with these issues.

gzt

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#1591038 13-Jul-2016 15:17

The repair team assessment stated it was really unlikely the damage was caused by a customer. It is hard to understand why it was not replaced at that point.

Imo if you get bored of chasing then create a case with the disputes tribunal. The vendor has to respond.

The other approach is call the HP 0800 and explain you have a factory damaged unit and are seeking a replacement. Im guessing NL sent it for warranty repair by HP and HP will have all the details.

afe66

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#1591043 13-Jul-2016 15:25

There was an article recently in NYTimes about how the warranty void if opened were toothless and there was a specific law which prevents manufacturers from doing it.

I imagine you would be covered by CGA.

A.

michj

6 posts

Wannabe Geek

#1592076 13-Jul-2016 16:28

Regards the disputes tribunal - absolutely.

Small spanner is that I am going overseas on Monday indefinitely (one way gap year ticket). So that is a real pain. As is a repair and getting the computer next week.

Latest correspondence for what its worth. I really appreciate everyone's comments.

Hi Mich

Thank you for all of the information you've provided - we have been in contact with our HP case manager to escalate this case and try to arrange a solution for you. We're waiting to hear back with some more definite answers before contacting you, but just thought we'd let you know that we're still chasing this up to sort as quickly as possible.

In regards to the timeline of having a resolution before Monday, in my experience these issues can take more than a few days to resolve, however we will attempt to follow it up as quickly as possible.

If you yourself receive any further updates from HP, please let us know, or if there's any further information you need.

I appreciate your patience in this matter & we'll let you know when we have another update.

Kind Regards,

-----

Thanks [Noel Leeming],

Although I agree the fault is not with Noel Leeming, unfortunately, NL as the reseller needs to comply with the Consumer Goods Act. It is great that you are following this up with HP, but surely that dispute is between NL and HP?

I really don’t understand why, when the service technicians have written that it is unlikely that the case has been opened by the customer, why there is any argument about this. Particularly given the nature of the damage, which would indicate that this was probably during the initial installation of the motherboard.

At this stage, I don’t have time to update the machine before I go, and am just seeking a return / refund rather than a repair.

Can I ask that you continue to escalate as you see fit within NL group to try and resolve this ASAP?

Regards

----

CYaBro

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#1592084 13-Jul-2016 16:33

afe66: There was an article recently in NYTimes about how the warranty void if opened were toothless and there was a specific law which prevents manufacturers from doing it.

I imagine you would be covered by CGA.

A.

Correct however if in doing so you damage anything then that does void your warranty.

Opinions are my own and not the views of my employer.

radomatic

93 posts

Master Geek

#1592103 13-Jul-2016 17:20

michj:

Regards the disputes tribunal - absolutely.

Small spanner is that I am going overseas on Monday indefinitely (one way gap year ticket). So that is a real pain. As is a repair and getting the computer next week.

Latest correspondence for what its worth. I really appreciate everyone's comments.

Hi Mich

Thank you for all of the information you've provided - we have been in contact with our HP case manager to escalate this case and try to arrange a solution for you. We're waiting to hear back with some more definite answers before contacting you, but just thought we'd let you know that we're still chasing this up to sort as quickly as possible.

In regards to the timeline of having a resolution before Monday, in my experience these issues can take more than a few days to resolve, however we will attempt to follow it up as quickly as possible.

If you yourself receive any further updates from HP, please let us know, or if there's any further information you need.

I appreciate your patience in this matter & we'll let you know when we have another update.

Kind Regards,

-----

Thanks [Noel Leeming],

Although I agree the fault is not with Noel Leeming, unfortunately, NL as the reseller needs to comply with the Consumer Goods Act. It is great that you are following this up with HP, but surely that dispute is between NL and HP?

I really don’t understand why, when the service technicians have written that it is unlikely that the case has been opened by the customer, why there is any argument about this. Particularly given the nature of the damage, which would indicate that this was probably during the initial installation of the motherboard.

At this stage, I don’t have time to update the machine before I go, and am just seeking a return / refund rather than a repair.

Can I ask that you continue to escalate as you see fit within NL group to try and resolve this ASAP?

Regards

----

Hi michj,

Could you please PM me with details of who you have contacted and your repair number and HP job number? I'm really interested to see what has happened here. The way you have been treated so far doesn't sound right to me, something has definitely gone wrong along the way (not the least of which is you have a damaged computer seemingly through no fault of your own!)

I have a number of contacts within both NLG and HP NZ, having been involved in that industry for a number of years.

Otherwise, if this has since been resolved that's great.

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