HP 6930p & service quality

….so I just received my (new) HP 6930p back from repair which I had to send in to JABIL Poland where they were supposed to repair the display lock issue and check why the docking port connector had a problem.

P1020815
the stuff you do when you receive repaired hardware:
open it up and double-check for any changes…
(both microphones weren’t inserted properly!!!)

HP Warranty Hotline was quite helpful, responded quickly and knew what I was talking about. My notebook comes with a 3yr warranty, so UPS came the other day, picked it up and returned it today. The whole process took 10 days to complete which is ok, I think.

JABIL replaced the motherboard (good!) and even tried to fix the display lock. The lock is still kinda sensitive to external pressure (opens up by itself as there’s too much mechanical tension on the springs), but at least it is better than before.

BUT!

hp6930p-before-transparent-cover-still-attached

Maybe I am too German to complain about such things, but the service technician with JABIL Poland actually removed the transparent business card holder which is on top of the licence stickers and service tags.

I had used this BC holder on both my notebooks in the past and am quite upset about this fault. You won’t even have to remove this plastic sheet in order to open up the notebook, so I can only assume that the technicians just didn’t care enough and/or removed it to have less reflections while reading those bar codes with a bar code scanner. And even if so, this is a 2cents piece that should easily be replacable, especially by service technicians.

hp-6930p-after-covermissing

So I once again called HP service hotline, informing them about this missing piece and the (very helpful) lady on the other end told me: “Yes, in such cases we normally dispatch a service technician who will come to your house and probably replace the whole bottom cover.” – “So what about these stickers?” – “The technician will use a hot air gun to remove these stickers and put them on the new bottom cover”.

3h work & someone else even spoiling the remaining stickers on my notebook just because HP is unable to provide such transpartent business card holders as spare parts? No way!

Case closed.

Besides, how will he apply those stickers if they are covered by a transparent business card holder sheet on the new bottom – the reason for an exchange? Ati?

Why can’t they ever handle these items with enough care and return it the way it came? The original plastic bag is also missing. I am really upset about these “technicians” and would like to hit them with the oversized UPS box. There’s nothing worse in the technical world than service technicians who just don’t care enough or hotline staff that’s just as dumb as the fee you’ll have to pay for calling special service hotlines. Fortunately, the ladies from the Hotline were nice and friendly, but their outsourced technicians still suck big times.

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Hi, I am an engineer who freelances in water & sanitation-related IT projects at Saniblog.org. You’ll also find me on Twitter @jke and Google+.

4 comments » Write a comment

  1. Kikuyumoja, That right there, was evidence of you never having had to deal with bad service after your laptop, within warranty, developed issues of any kind. Personally I know of stories that would make your experience feel like royal treatment.

    But glad your machine is 99.8% good.

  2. I’m glad to read HP and JABIL (never heard of them) return the notebooks within 10 days as my Compaq will be picked up by UPS tommorow…