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  Re: When stuff breaks days after the warranty expires. 
 
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Joshua Marius, LeThe Aug 15, 2007, 10:22am EDT Reply - Quote - Report Abuse
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Sander,

This happens all the time with any manufacturer of laptops. I referred numerous amounts of brokers from companies such as Smith Barney to purchase Business Laptops from HP. This was years ago and some pretty recent, not one single problem so far. I only use HPs myself. Not because ďthey are the bestĒ but because I love the way they feel. Iíve sold hundreds of their laptops and yes, once in a while a white patch will form on the screen after years, but Iíve noticed the same in many other notebooks. My first laptop was a Compaq, passed on to me and it lasted from 1998, and it was in good condition when I sold it in 2004.

You probably just got a bad one, built by a careless person. But thatís the way it goes. Iíve been around laptops and working with them on a daily basis for about 10 years, and every single manufacturer will have one or two laptop series with a common problem. I even talked about this with a friend who works at a laptop repair shop. He told me the Sony Vaios are the most expensive ones, yet those are the ones that fill up his shop. Then he says that Dells and HPs are very good. So itís all about being at the right place, at the right time. I currently have a DV2000 from HP and within the past few months I have sold tons of DV2000s and DV6000s. Iíve also worked with many Gateways which have not failed me once, and Iíve surveyed many owners who say they donít experience problems.
This applies to any computer equipment. Thatís why you see so many mixed reviews in many forums. Itís the way it goesÖonce again, itís all about being at the right place, at the right time.

Joshua Marius
http://www.letheonline.net


Joshua Marius
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Sander Sassen Aug 15, 2007, 11:57am EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
Joshua,

I'm not new to notebooks failing for a variety of reasons, but in this case I'm shocked by HP's response, esp. considering the notebook in question was out of warranty by a matter of weeks. Given the fact that this is not an entry model, but at the time of purchase their top-of-the-line business model, I expected a different treatment from them.

Best regards,

Sander Sassen
Editor in Chief - Hardware Analysis
ssassen@hardwareanalysis.com
Joshua Marius, LeThe Aug 15, 2007, 12:34pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
I see what you are saying and it makes a lot of sense. Since you are paying more for the product, they should do something about the standard warranty. Maybe increase it to two years. A better warranty will also attract more buyers. But remember, they are a company, all that matters is profit :(

All those extended warranty plans are expensive.

Joshua Marius
http://www.letheonline.net

Joshua Marius
http://www.letheonline.net
-----------------------------
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Intel SSDSC2CW180A3 180 GB
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Archangel Aug 16, 2007, 03:38pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
I agree with Sander, that was terrible support policy's from Hp. You were only so far out of warranty. Plus, 500 for fixing it? no way man.

Kirk Bowlby Aug 17, 2007, 01:47pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
Its too bad your laptop experienced trouble after waranty but, it was out of warranty and I would think you were probably offered some sort of extended warranty or service plan at the time of purchase which you obviously refused. If the retailer of the laptop made it clear about the warranty then HP shouldn't be expected to do any more for you than any other consumer regardless of how much money you spent.

Hans Moleman Aug 20, 2007, 07:29pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
Joshua Marius said:
But remember, they are a company, all that matters is profit :(

All those extended warranty plans are expensive.

Joshua Marius
http://www.letheonline.net


I agree, profit is always what matters. But losing a customer equals losing profit. They could have shelled out the $200 themselves to fix the problem, and later made another $2000 the next time he bought an HP laptop. Instead, they chose to save a piddly $200, lose a customer, and damage their reputation since he's now telling his story on a forum read by hundreds of people, maybe more.

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Joshua Marius, LeThe Aug 21, 2007, 11:33am EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
Hans Moleman said:

I agree, profit is always what matters. But losing a customer equals losing profit. They could have shelled out the $200 themselves to fix the problem, and later made another $2000 the next time he bought an HP laptop. Instead, they chose to save a piddly $200, lose a customer, and damage their reputation since he's now telling his story on a forum read by hundreds of people, maybe more.


Not always does losing a customer = losing profit. HP is a gigantic company; I have worked with their products in several countries which gives me an idea how much products they sell. Losing 1 customer is basically losing pocket change, and even though a forum will stop hundreds from buying, others will understand that this can happen to anybody with ANY brand and ANY type of electronic equipment. I know I wont stop buying HP laptops because I have never had any problems with them, and they are my preferred brand. Think about it, if this were your company, and you offer warranty plans, you would maintain a strict policy on these, if not you will lose money and eventually collapse.

The reason we get upset over situations like this is because we are not HP, instead the end consumer who just spend a lot of money and was unlucky with a product, which we had the option to protect for years, but protected for only 1. The option is clearly highlighted when your are building the notebook. Its the same with Car Warranties...how come everybody gets these really expensive maintenance/warranty packages? - the same should apply to laptops, you have to protect them, you have to consider that they can die within seconds of being shipped out, or after the warranty expires: it happens ALL the time.

I am glad that this post by Sander Sassen was made so that others can learn from this experience and avoid what happened to him.

Joshua Marius
http://www.letheonline.net
-----------------------------
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Hans Moleman Aug 21, 2007, 12:18pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
I disagree with you completely Joshua. Losing a customer ALWAYS means losing profit. If one customer chooses not to buy a $2000 dollar laptop, you just lost $2000 (minus manufacturing costs, etc). If 10 people on this forum choose not to buy a $1000 laptop from HP, they just lost $10,000. The math is so simple I don't understand how anyone could disagree.

Joshua Marius said:
Think about it, if this were your company, and you offer warranty plans, you would maintain a strict policy on these, if not you will lose money and eventually collapse.


I do run my own company, and I do offer warranties for the computer repairs I provide. If someone calls me a few days or a week after the warranty expires, I DO fix the problem. I care about my reputation and as a small business I can't afford to lose customers when it'll only cost me a little time and effort to keep them happy.I even tell people to call me if a problem occurs shortly after the warranty expires.I take pride in keeping customers happy, especially the ones who are spending large sums of money.

HP is a big company with a good reputation. They can afford to cheap out, p**s people off, and lose customers from time to time. However, that kind of attitude has destroyed large businesses in the past.

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Joshua Marius, LeThe Aug 21, 2007, 01:37pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.

Hans Moleman said:
I disagree with you completely Joshua. Losing a customer ALWAYS means losing profit. If one customer chooses not to buy a $2000 dollar laptop, you just lost $2000 (minus manufacturing costs, etc). If 10 people on this forum choose not to buy a $1000 laptop from HP, they just lost $10,000. The math is so simple I don't understand how anyone could disagree.


Math is simple Hans, but again, $10,000 for a large corporation such as this one is Pocket Change. You know what, its even OK to say that if they lose 1 million in sales its not a big deal. Apparently you don't know how large corporations work. Look at Dell and all the paranoia they caused with their "explosive" laptop batteries. YES they probably lost millions in sales, but is Dell out of business? I don't think so and not even close. I learned about all this stuff while setting up computers for Smith Barney. These guys I worked with are dedicated to monitoring the market and know how it all works, and they laughed when I made the same remarks you just made. What you are saying is that you want HP to satisfy one customer, change their warranty policies, then LOSE MILLIONS by satisfying out of warranty repairs. Very good idea.

I think you are a bit confused. From what I understand, you are saying that if a customer purchases a laptop from you, then it goes out of warranty, then it dies, you replace any of the parts using your own money? Or are you talking about things that don't cost you money such as removing a virus, or re-installing a program?

I'm in the repair business myself, and if I were to be replacing parts out of warranty using the money out of my own pocket, I would not survive for a month considering I've repaired close to 4000 computers/laptops. Customer service is extremely important, but you have to be able to balance between what you can offer your customers and putting food on the table.

Finally, losing a customer is always losing profit? Are you sure about that? How long have you been in business? I have provided support for almost 15 companies worldwide and I can assure you that each one has a story about a customer who has cost them thousands. There are many people out there who don't care about instructions, safety or reading a simple warning sign. I've heard horrible stories of customers who keep "watering" their computers every week "by accident". I MYSELF have had horrible experiences. I can tell you of a person who I lost as a customer only because they moved out of the country. But almost on a weekly basis, I had to replace or repair something with their computer. First they deleted some system files and screwed up windows, then they dropped the tower and I had to replace some parts inside, then drinks were spilled on the new keyboard and inside the tower...etc. etc. etc. I know it sounds bad, but what can I say, once they moved out of the country, my 16 hours per week of fixing the same person's computer were gone, and I saved a lot of money not having to replace their parts with new ones every month. As you can see, I was always there for them, and practically became a slave to make sure they were always satisfied...but, I lost a lot of money and time I could have used elsewhere. Thats just ONE person. Imagine how many HP, Dell, Sony, Toshiba, etc have to deal with, and how much money they lose.


Joshua Marius
http://www.letheonline.net
-----------------------------
Windows 7 Ultimate x64 SP1
Intel Core i5-2500K
ASUS P8Z68-V LX
Intel SSDSC2CW180A3 180 GB
RAID 1: Seagate ST3750528AS 750 GB
CORSAIR Vengeance 8 GB DDR3 1600
eVGA GeForce 8800 GTS
Hans Moleman Aug 21, 2007, 02:27pm EDT Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
Ok, I stand corrected. I was talking to my old boss last night about a terrible customer who he just wasted three days of his life trying to please so I probably should have understood your point before I made my statement.

I was the last to service the guy before starting up my own business. I'd replaced a DVD drive for the guy a while ago. The labor warranty had expired but my former boss, having the same beliefs as myself, chose to check the computer out, free of charge. The hard drive had to be replaced this time and my boss offered to replace it and only charge for the new drive, free labor. The customer got belligerent with him saying it was our fault since we didn't fix it right the first time. Fortunately my old manager realized that it was worth it to just cut his losses and tell this customer not to call them for repairs anymore.

The customer I described was a complete jack ass. Pleasing him would have just made him try even harder to see what else he could get for free. I know that $2000 is a drop in the bucket for a big company, but I still think that an effort should be made to keep a customer happy. My old boss put way too much effort into a customer that wasn't worth it. HP could have put a small effort into pleasing a customer who had already spent a large sum of money showing that he was a good customer.

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Miguel Martins Jan 28, 2009, 11:56am EST Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.
funny people know about HP and say wont stop buying from HP but the some person say bad thinks of Sony in other reply in this forum. people are very complicate to understand. :)


Joshua Marius, LeThe Jan 28, 2009, 01:53pm EST Reply - Quote - Report Abuse
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>> Re: Re: When stuff breaks days after the warranty expires.

It's a psychological thing. Somebody can buy an HP laptop and have tons of problems with just one and say "I am never buying an HP again". I have owned HPs all my life and never had a single problem with them. Many people don't understand that even computer manufacturers are not perfect and will distribute a bad "batch" or one bad computer once in a while. Every company has a prestige product, and a low end one.

Joshua Marius
http://www.letheonline.net
-----------------------------
Windows 7 Ultimate x64 SP1
Intel Core i5-2500K
ASUS P8Z68-V LX
Intel SSDSC2CW180A3 180 GB
RAID 1: Seagate ST3750528AS 750 GB
CORSAIR Vengeance 8 GB DDR3 1600
eVGA GeForce 8800 GTS

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