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#1 +riahc3

riahc3

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Posted 05 February 2014 - 12:34

Hello,

Sorry if this does not fall under the Hardware Hangout....

Im having problem with a HP hardware that is UNDER HP WARRANTY. I called HP and told them the problem and said that I had to do it thru the 3rd party seller because the 3rd party seller had to contact with HP to request a RMA. I contacted the 3rd party seller and he told me that HP could do it and if he did it, it would take longer.

I recalled HP stating this and they told me basically similar: 3rd party seller had contacted them that same day and HP told the 3rd party seller that he had to contact with his wholesaler to see if he was gonna get a replacement thru the wholesaler or directly thru HP.

I called 3rd party seller again and he told me that he was processing it but like he told me, if he had to do it, it would take longer.

What should I do? Wait it out? Pressure HP some more until they give?

Thank you


#2 Nick H.

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Posted 05 February 2014 - 12:36

It sounds like the problem is being fixed, so I would just wait.

#3 OP +riahc3

riahc3

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Posted 05 February 2014 - 16:36

Hello,

It sounds like the problem is being fixed, so I would just wait.

OK...Im just ticked I cant install ESXi and get everything running and configured....I know its gonna take a while so I rather do it now rather than later.

#4 Shadrack

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Posted 05 February 2014 - 16:51

Hello,

Sorry if this does not fall under the Hardware Hangout....

Im having problem with a HP hardware that is UNDER HP WARRANTY. I called HP and told them the problem and said that I had to do it thru the 3rd party seller because the 3rd party seller had to contact with HP to request a RMA. I contacted the 3rd party seller and he told me that HP could do it and if he did it, it would take longer.

I recalled HP stating this and they told me basically similar: 3rd party seller had contacted them that same day and HP told the 3rd party seller that he had to contact with his wholesaler to see if he was gonna get a replacement thru the wholesaler or directly thru HP.

I called 3rd party seller again and he told me that he was processing it but like he told me, if he had to do it, it would take longer.

What should I do? Wait it out? Pressure HP some more until they give?

Thank you

 

I had a similar incident happen to me once with an iPhone 3GS/4 dock.  The dock was an official Apple product that had issues where the speaker on my iPhone would become disabled whenever I connected it to the dock.  There was an issue where the "audio out' port on the dock was sending a signal back to the iPhone indicating speakers were attached, when they were not.

 

I made the mistake of calling Apple on this, and they originally were claiming that a 3rd party actually makes the dock for them and I should contact them.  I was pretty pushy about NOT doing that and pointed out that it was THEIR logo on the box, THEIR logo on the device, and THEIR warranty.  They sent me a new dock.  Always go to the Apple Store, is what I learned from that experience.

 

Manufacturer Warranties are almost always the responsibility of who ever put their logo on the box.  Express that you think they are misleading you in order to drop the claim.  Always ask for the person's name.  Ask them even if they introduce themselves.  Make sure they know that you want to make sure you know who you are talking to (write it down).  Then ask for their supervisor.  Same thing with the supervisor, make sure you get their name.  Ask how you can reconnect with them if the phone call get interrupted.  They may have a complete BS response, but it indicates that you are not going away and they need to stop wasting time and deal with the issue.



#5 OP +riahc3

riahc3

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Posted 05 February 2014 - 17:00

Hello,

I had a similar incident happen to me once with an iPhone 3GS/4 dock.  The dock was an official Apple product that had issues where the speaker on my iPhone would become disabled whenever I connected it to the dock.  There was an issue where the "audio out' port on the dock was sending a signal back to the iPhone indicating speakers were attached, when they were not.
 
I made the mistake of calling Apple on this, and they originally were claiming that a 3rd party actually makes the dock for them and I should contact them.  I was pretty pushy about NOT doing that and pointed out that it was THEIR logo on the box, THEIR logo on the device, and THEIR warranty.  They sent me a new dock.  Always go to the Apple Store, is what I learned from that experience.
 
Manufacturer Warranties are almost always the responsibility of who ever put their logo on the box.  Express that you think they are misleading you in order to drop the claim.  Always ask for the person's name.  Ask them even if they introduce themselves.  Make sure they know that you want to make sure you know who you are talking to (write it down).  Then ask for their supervisor.  Same thing with the supervisor, make sure you get their name.  Ask how you can reconnect with them if the phone call get interrupted.  They may have a complete BS response, but it indicates that you are not going away and they need to stop wasting time and deal with the issue.

Your was bought from Apple, officially from Apple but made by a third party.

Mine was bought from a third party, officially from HP and made by HP.

Well, its a tie 1-1 for now on what to do.

#6 LaP

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Posted 05 February 2014 - 17:05

Happened to a friend of mine once. She had a problem with his HP vista computer. When she called HP they told her to call MS since it was a problem with Windows (it was really a problem with Windows). When she called MS they told her to call HP since it was an oem copy of the OS.

 

Finally she called me to repair her windows installation lol



#7 OP +riahc3

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Posted 05 February 2014 - 17:07

Hello,

Happened to  friend of mine once. She had a problem with his HP vista computer. When she called HP they told her to call MS since it was a problem with Windows (it was really a problem with Windows). When she called MS they told her to call HP since it was an oem copy of the OS.
 
Finally she called me to repair her windows installation lol

:laugh:

#8 Shadrack

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Posted 05 February 2014 - 18:12

Hello,
Your was bought from Apple, officially from Apple but made by a third party.

Mine was bought from a third party, officially from HP and made by HP.

Well, its a tie 1-1 for now on what to do.

 

Lol.  That's why I said it was a similar situation (not exactly the same).  Good luck!


Happened to a friend of mine once. She had a problem with his HP vista computer. When she called HP they told her to call MS since it was a problem with Windows (it was really a problem with Windows). When she called MS they told her to call HP since it was an oem copy of the OS.

 

Finally she called me to repair her windows installation lol

 

MS was correct on that one (IMO).  OEMs are the ones required to support Windows that they pre-load on their hardware.  It is part of how MS can justify the difference in cost of licensing.



#9 LaP

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Posted 05 February 2014 - 18:33

Lol.  That's why I said it was a similar situation (not exactly the same).  Good luck!


 

MS was correct on that one (IMO).  OEMs are the ones required to support Windows that they pre-load on their hardware.  It is part of how MS can justify the difference in cost of licensing.

 

Yeah but her problem was not a pebkac problem. She did not have any virus nor crap installed or bloatware on her computer. There was no problem with the computer too after i recovered windows. Vista just broke for no reason after a windows update. Vista kept restarting in the middle of the boot process everytime. Anyway legally and technically MS were right they don't have to support OEM copy of their OS but at the same time ... well vista was vista i wont say more (people working in tech support probably understand me).



#10 sc302

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Posted 07 February 2014 - 18:49

Unfortunately deal with the third party seller. You aren't properly versed to handle hp support and giving them the information they want to hear.  Tone sets things as well as what you say and what you show in technical skill before they even get a word in.

I have explained to family to call up the vendor and tell them something to the effect that xyz is broken and go through a script on what to say. They don't get warranty support but when I call I do, they say they said the same thing....well obviously not.



#11 OP +riahc3

riahc3

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Posted 10 February 2014 - 17:29

Hello,

Unfortunately deal with the third party seller. You aren't properly versed to handle hp support and giving them the information they want to hear.  Tone sets things as well as what you say and what you show in technical skill before they even get a word in.

I have explained to family to call up the vendor and tell them something to the effect that xyz is broken and go through a script on what to say. They don't get warranty support but when I call I do, they say they said the same thing....well obviously not.

So basically I should demand them to fix my broken fan?

I cant get much more technical; Ive left it running on a missing operating system boot screen for 3 days and the fan suddenly makes a buzzing noise. Opened the case to make sure that nothing is brushing against the fans. Thats basically what it is.

#12 sc302

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Posted 10 February 2014 - 17:38

Not demand. 

 

Here is my typical call in to hp support:

 

-------------------------------------

 

Hp:  Hi this is blah blah from hp support how can I help you.

 

Me:  Hi this is sc302 and I am having an issue with a computer.  One of the fans in the box has stopped functioning.  I have opened up the box and I can see that it has an issue with it spinning.  I have tried to give it a kick start by spinning it and it will not spin.  I have tried the hp diagnostic (if there are any) and this is what I have found by running the self diagnostic tools on the system with the codes that show up verifying that the fan does not come on.  I would like to have this fan replaced as soon as possible so that I can continue working with this computer/laptop. 

 

Usual hp remark: Ok sc302, let me get some information from you so that I can ship out this fan to you and get you working as quickly as possible. 

 

Me:  Thank you very much,

 

--------------------------------------

usually within 15 minutes of getting the tech on the phone I have a confirmation of the fan or whatever being shipped without making threats or demanding anything.  Do not give them the chance to look at their script and determine what to do with you based on the script, if you do then every time you talk to them you will be directed to a path you do not want.  Sound intelligent, make them believe you are, and use any tools to your advantage that will help you prove your point.  Give them enough info that they have no further questions when they respond, if they do...you have failed and will be put into "please contact your vendor for returns".



#13 OP +riahc3

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Posted 11 February 2014 - 07:43

Hello,

Not demand. 
 
Here is my typical call in to hp support:
 
-------------------------------------
 
Hp:  Hi this is blah blah from hp support how can I help you.
 
Me:  Hi this is sc302 and I am having an issue with a computer.  One of the fans in the box has stopped functioning.  I have opened up the box and I can see that it has an issue with it spinning.  I have tried to give it a kick start by spinning it and it will not spin.  I have tried the hp diagnostic (if there are any) and this is what I have found by running the self diagnostic tools on the system with the codes that show up verifying that the fan does not come on.  I would like to have this fan replaced as soon as possible so that I can continue working with this computer/laptop. 
 
Usual hp remark: Ok sc302, let me get some information from you so that I can ship out this fan to you and get you working as quickly as possible. 
 
Me:  Thank you very much,
 
--------------------------------------
usually within 15 minutes of getting the tech on the phone I have a confirmation of the fan or whatever being shipped without making threats or demanding anything.  Do not give them the chance to look at their script and determine what to do with you based on the script, if you do then every time you talk to them you will be directed to a path you do not want.  Sound intelligent, make them believe you are, and use any tools to your advantage that will help you prove your point.  Give them enough info that they have no further questions when they respond, if they do...you have failed and will be put into "please contact your vendor for returns".

So then you would lie? Mines didnt stop functioning, it started to make unusual noises after 3 days idle. I indeed opened the box and checked if something was brushing against the fan but there was nothing.

Usually noises don't throw up error codes unless they are changing something physically (such as slowing the fan down). There was no other way to say or make a dianostic out of this other than what I heard and obviously opening up the case.

BTW, "let me get some information", comes after "did you upgrade to the latest firmware?". Always.

#14 sc302

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Posted 11 February 2014 - 11:54

If it is audible, I have put the phone to hard drives before to price the tick. I would assume similar would be done with the fan. I have also had to replace Dell fans because they would vibrate causing noise. Which was also fairly simple to do.

#15 OP +riahc3

riahc3

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Posted 11 February 2014 - 11:56

Hello,

If it is audible, I have put the phone to hard drives before to price the tick. I would assume similar would be done with the fan.

Tried that actually (recording it) but phone could not pick it up over the natural fan noise.



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