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  Reply # 355951 25-Jul-2010 00:38
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joker97: i've never used the telephone to get what i want unless there isnt an option. go back in tomorrow when it's not so busy - 1st thing or something. speak to the manager again. tell him you are not interested in their problems, tell them you need a solution immediately since it was a brand new product and you expect a replacement on the spot. if the manager can't help you ask him who he answers to and could you have the contact so you can call them on the spot. gently remind him the customer is always right. always.


Yes, especially so in this instance!  Mention about the DOA policy, each and every manufacturer has one and it covers for any faults within 7-14 days.  You are entitled to either a refund or a new machine, not a long wait while HP sorts themselves out. 



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  Reply # 356085 25-Jul-2010 15:29
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Me and Dad went to HV today. We told the manager again what we wanted and he said he couldn't do it because he was under specific instructions from HP not to do anything, because HP were doing it. He said that was weird too and he needs to call them up tomorrow as well. He said they also had no stock of our laptop except the one on display which was probably porkies and he didn't give us a refund so tomorrow we will be calling HV, HV HQ and the lady at HP. They tried spinning it back on me because when it had the problem, I tried my windows 7 disk to see if it would do any good and it would not see the partitions so I left it at that. And most of you know, that wouldn't have done anything because I can't have told the installed which partition to use so it couldn't have installed anything. But the Lady at HP I spoke to knows this as I clearly told her and I think she understands. She's meant to get back from annual leave tomorrow so hopefully this moves things along. Will keep you posted.




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  Reply # 356601 26-Jul-2010 15:42
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Ohk, I gave dad the serial number and everything he needed and he chased it up for me today while I was at school since he could get more done. Nichole from HP said they will be giving us a replacement, and they need to see if HV have any of my laptop in stock, and if they do we get one from them withen a day. If HV don't, then HP needs to get one to us. And they don't know if they have my laptop in stock and if they don't they said I'll get one thats better than my old one. And if they don't have mine in stock or if they do, either way it takes 15 business days before I get it so they said they'll courier me a loan laptop until I get my new one. -____- we find out sometime this afternoon. Will post with answer. Thanks for your help guys.




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  Reply # 356609 26-Jul-2010 15:59
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Good to see some progress! HP looks to be coming to the party this time.

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  Reply # 356615 26-Jul-2010 16:02
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Aren't parents useful :-)




My thoughts are no longer my own and is probably representative of our media-controlled government


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  Reply # 356624 26-Jul-2010 16:10
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SepticSceptic: Aren't parents useful :-)


Would you like mine ?




XPD / Gavin / DemiseNZ

 

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https://www.xpd.co.nz - Games, geeks, and more.    


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  Reply # 356702 26-Jul-2010 18:33
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Hmm, it sounds like the staff at Harvey Norman are not telling the truth. I deal with HP DOA laptops and PCs on a regular basis and I've never been told by an HP employee to wait until they repair/replace a laptop.

The customer has a relationship with the reseller. The reseller is the one with a relationship with the manufacturer.

"If something goes wrong, you have the right to insist that the seller or service provider fixes things.

Generally speaking, this means the retailer who sold you the goods or services must sort out the problem. If the stitching comes apart on your fairly new shoes, you don't have to track down the manufacturer or importer, you simply take them back to the shop." [consumer.org.nz]

I would always insist that the manager of the store sort out any problems on the spot. If something is faulty and within 14 days of purchase then I would insist on replacement or store credit if a replacement is not available. The manager has no right to refuse or to send the unit in for repair if it suffers early life failure.

If a unit is out of the manufacturers early life failure timeframe then they can send it for repair but it must be sorted within a reasonable time. If parts need to be ordered this can be several weeks, up to an average of six to eight in my experience.



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  Reply # 356718 26-Jul-2010 19:10
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Yeh parents are great. We should hear back tomorrow whether they have any in stock since hp wanted us to sign some form accepting we wanted a replacement laptop and hp keeps my old laptop. So we faxed that through and we should either get a laptop one way or another this week wheather it a loan or replacement




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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 




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  Reply # 357136 27-Jul-2010 14:49
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OK I got a text from parents saying Harvey Norman is couiering out a laptop to us and we should get it tomorrow but they don't know yet if its a loan laptop or a replacement of mine. So they sent it to mums work since we need to sign for it. If its a loan my mates said to fill it with porn before I send it back. Do they leave the data on the laptop for the next person when they send it out?




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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

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  Reply # 357150 27-Jul-2010 15:04
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tardtasticx: OK I got a text from parents saying Harvey Norman is couiering out a laptop to us and we should get it tomorrow but they don't know yet if its a loan laptop or a replacement of mine. So they sent it to mums work since we need to sign for it. If its a loan my mates said to fill it with porn before I send it back. Do they leave the data on the laptop for the next person when they send it out?


Why would you share your porn with them?  You know their techs will copy it before reimaging the laptop. 

I really doubt they would send it out to the next person without reloading it from a known clean image.  Who knows what could be on there, you might have filled it with viruses or spambots or something Surprised

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  Reply # 357194 27-Jul-2010 16:20
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Because intentionally stuffing with a loan laptop couldn't have any ramifications for you...
Like the tech guy ringing your folks to 'check that the replacement laptop is still running fine... oh, and by the way, someone loaded the loan laptop up with porn etc'...

Think twice, act once :-)



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  Reply # 357207 27-Jul-2010 16:44
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We just got a call from HP and yes, they have to order a new laptop in from HQ, so I get the loan laptop tomorrow. I'll upload pictures of it. I bet its covered in scratches and vintage. Anyone wanna place bets on specs?

512mb ram.
2ghz cpu and 40gb HD is my guess.




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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 


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  Reply # 357216 27-Jul-2010 16:55
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Its probably no help now but I am on my last HP lap top. I have found HP's customer service to be the worst of any provider I have come across. One lap top I had went back for "repair" four or more times during the year (just when Vista came out) and no-one could work out quite where the problems were coming from. HP's responses were appalling -  In the end an email to the retailer, Microsoft and HP saying I would be down the Disputes Tribunal at 4.00pm that day and inviting each NZ manager to be there unless I got some satisfaction. 3.30 I had a new replacement. Trouble was I had a couple of hard drive and screen problems with the replacement - which took about three weeks to fix each time. My better half came home with an HP one day and I though "aw Sh*t - heres trouble". Sure enough one week later three things did a melt down and six weeks later the replacement parts finally turned up on some cargo steamer that had traveled from Mumbai to NZ via every poxy port it could. Bought an HP printer a month ago foolishly thinking that they were different from laptops - they aren't that lasted two days. The exchange went relatively well except just as I picked the replacement up some other drone came over and said I couldn't do that - it had to go to HP fro assessment. No way - it was in my hot hands and I wasn't letting go!

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  Reply # 357244 27-Jul-2010 17:32
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I'll add my 2c to this about HP as well.
I am a reseller and generally use HP business notebooks, desktops, workstations & servers for any businesses that require any of those.
Have done this for many many years as HP have always been great with support and any warranty repairs/sending out of replacement parts etc.
That is until now.

Last year I sold a couple HP/Compaq 6735s notebooks to two customers.
They both worked fine for a few of months then started having battery problems.
The battery wouldn't charge up sometimes and the charge light wouldn't come on either.
HPs fix was to remove the battery and disconnect power and hold down power button for about 30 seconds and then try again.
This worked every time, and the customers lived with this for a number of months, until one day it wouldn't on one of the notebooks.
HP replaced the battery under warranty and we also swapped the power adapter with one from our stock.
Again this seemed to fix the problem for about a month then it started again. Because of this we never replaced the battery or adapter on the 2nd notebook as those parts obviously weren't the problem.
HP then gave us a BIOS update to put on that they said fixed the charging issue.
So we did that and once again it appeared to work for a few weeks and then the problem returned again.
As this had been going on for a number of months both notebooks had since come out of their one year warranty.
Now trying to get any support/help out of HP is not happening and they don't want to know about it saying "the notebooks are out of warranty", "the battery is a consumable item and the customer needs to replace it." blah blah blah.
I spoke to my supplier and they also tried talking to HP but got the same answer.
Long story short is that now I am going to have to, under the CGA, repair or replace both the notebooks at my expense.
So it's bye bye HP.
Anyone recommend a suitable replacement brand? IBM? Lenovo?





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  Reply # 357432 27-Jul-2010 22:20
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I'd never buy anything other than Tosh laptops. I sailed from UK to NZ, taking 3 years to do the trip; had two Tosh lappies on the boat for navigation, email etc and both were awesome despite the the horrendous heat, humidity and salt-laden air combined with the physical punishment of being used on a constantly moving platform. Here in NZ I've had 18 months with a Tosh tablet and again it has performed faultlessly, and I use it for 8 to 10 hrs a day in the week and at weekends too. Tosh every time.

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