A cautionary tale of HP woes - Page 2

FrinkTL · 04-10-08, 04:12 PM

Originally Posted by JakeRich

FrinkTL, my non-legal mind agrees. I seem to remember a few years back software vendors tried to put the terms of the contract INSIDE the sealed CD envelope, with terms that said you had accepted those terms by breaking the seal. I think several states got after them about that, so that now the terms are on the outside of the CD envelop. Given that the only available terms were what was posted on the website, and that nowhere in the purchasing process were any different terms presented, I think you would be logical, if not legally right.

On another note, to give credit where credit is due, Alan did send me an email confirming the shipment of my replacement unit. He even provided the tracking number! At least one HP tech service person follows through on their promises.

Of course, that's the minimum expectation that Alan met. It's only the prior extraordinarily POOR service that makes this "standard" level of service stand out. As for Alan personally, compared to his training, he went "above and beyond" to satisfy the customer.

Megas3300 · 04-10-08, 09:12 PM

Just an observation here, but: I have owned two Ipaq 110s and both of them have been positivly flawless. I have an HX4700, but in retrospect one comes to realize that some of these features arent at all necessary. (unless you allready have an expensive CF card) I did notice somthing however the second 110 had some slight software fixes and a different case. Comparison with my friends Ipaq 110 confirms this. Perhaps we can all learn that sometimes buying big isn't really all necessary. Just my .02$

FrinkTL · 04-10-08, 09:19 PM

I finally found the Hardware Exchange terms I've spend the last 18 hours (off and on) looking for...the very document that NOBODY at HP could locate. Here's the URL to the PDF: http://h20345.www2.hp.com/NR/rdonlyr...Desc_HW_EE.pdf. I KNEW it had to be "out there" somewhere!

Upon reading, you'll discover that the terms of the Next Business Day "option" that both JakeRich and I have, precisely match what is on the web. Thus, Technical Support is either been taking too much of their "Happy HP" medicine or are (perhaps unwittingly) spouting blatant lies. But don't believe me, read it for yourself. Be armed with information, and call them to the carpet by pushing them this URL when they give you their "subject to availability" BS.

Together with the above terms and the generic Care Pack terms (http://h20345.www2.hp.com/NR/rdonlyr...conditions.pdf), that should be a constitute a complete contract.

JakeRich · 04-11-08, 08:34 AM

Yike! Did you see in the first document this:

Quote:

One-time Hardware Replacement: For selected Care Packs, service coverage is limited both by a length
of time as well as by a usage limit of the hardware exchange service feature. For one-time hardware
replacement, all service coverage (including remote support) will terminate when the covered hardware
is exchanged or when the term expires, whichever occurs first.

Does that mean that all you get for your 1, 2 or 3 year coverage is ONE SHOT at replacement?

FrinkTL · 04-11-08, 10:06 AM

Originally Posted by JakeRich

Yike! Did you see in the first document this:

Does that mean that all you get for your 1, 2 or 3 year coverage is ONE SHOT at replacement?

I don't think so. The problem is that lazy HP created only a single document to cover multiple contract plans. The one you're refering to is a specific plan that neither of us have. The Next Business Day Exchange program is, however, limited to one per year, even on the Accidental Damage coverage. Thus, you are only entitled to a free replacement once per year. More often than that, and you're on the "time and materials." Of course, if you severely pressed them when a replacement was immediately non-functional, they could probably be made to replace the replacement. Let's just hope (and pray) that the device that was designed to last for 3 years doesn't break more often than once per year!

JakeRich · 04-11-08, 03:09 PM

Originally Posted by FrinkTL

I don't think so. The problem is that lazy HP created only a single document to cover multiple contract plans. The one you're refering to is a specific plan that neither of us have. The Next Business Day Exchange program is, however, limited to one per year, even on the Accidental Damage coverage. Thus, you are only entitled to a free replacement once per year. More often than that, and you're on the "time and materials." Of course, if you severely pressed them when a replacement was immediately non-functional, they could probably be made to replace the replacement. Let's just hope (and pray) that the device that was designed to last for 3 years doesn't break more often than once per year!

Well, the better news is that my replacement arrived today. Before I powered it on, I called HP to get the care pack agreement shifted over to the new product serial number. The individual took the new number, came back in a few minutes to say it was transferred. I'll hope that works.

JakeRich · 05-04-08, 03:58 PM

Ok, the replacement lasted three weeks. Died last night, same problem--battery went from 100% to 0% instantaneously. Happened three times today, including once when actually plugged into the USB port with the LED green. It started to sync, the LED flickered, the battery went to 0% and it died. Took 20 minutes before the LED went green again, then I had to soft reset to get it going. Called HP, replacement will be here Wed or Thurs (That's HP's definition of "next day.")

Not a happy camper. Very sorry I ever bought the thing.

Theemed · 05-04-08, 06:31 PM

Last time I contacted online support via chat, I convinced the girl on the other side that I didn't want to send the device back for checkup and possible replacement, but that I wanted another battery instead. Took some time, but then I won... maybe it would have been useful if you did the same before asking a repolacement, so testing with the new part you would have been able at least to exclude (or not) it's a defective battery problem.

srvctec · 05-04-08, 08:17 PM

Originally Posted by Theemed

Last time I contacted online support via chat, I convinced the girl on the other side that I didn't want to send the device back for checkup and possible replacement, but that I wanted another battery instead. Took some time, but then I won... maybe it would have been useful if you did the same before asking a repolacement, so testing with the new part you would have been able at least to exclude (or not) it's a defective battery problem.

Ummm, he already did that- first sentence in third paragraph of OP.

I'm just chiming in here to say I'm really glad my x51v is working fine and I most likely won't be getting an HP iPaq 21* pda because of this thread.

Theemed · 05-05-08, 05:27 AM

Huh yes, this thread was old, so I kind of forgot that :P Nvm then :)
In your place, I wouldn't be getting a 210 as well, knowing what I know now...

FrinkTL · 05-05-08, 09:19 AM

It's really weird - and unfortunate - that some people (and only some) are having such grevious issues with their iPAQs - especially repeats of the exact same issue. True, I'm on my third device myself, but I brought the first one down myself, so I've really only suffered one "replacement-worthy" problem with the external speaker failing. Knock on wood (throw salt over your shoulder or whatever superstitious act you prefer), I haven't had such severe issues, and I'm guessing that most haven't had them either.

I personally think it is a quality control issue for HP. Said differently, I believe that many devices are leaving the factory that don't match the technical specifications for the device. I'm not sure that there is anything wrong with the device itself, but rather believe that there are wild irregularities in the manufacturing process that are creating too large a quantity of defective devices.

Now, that might be enough to discourage the cautious buyer, and I can't fault that decision. I can only say that my experience has been different (so far).

JakeRich · 05-06-08, 07:23 PM

Replacement arrived today--I called on Sunday, they shipped on Monday, overnight, so this time Next day meant next day. Now, if the unit just lasts longer than three weeks....

JakeRich · 05-07-08, 10:29 AM

Replacement died this morning--same symptoms. I'm done with HP. Getting the replacement, will dump on ebay.

My recommendation to all those who read this thread is just don't buy one until HP fixes this problem. I use my PDA in business, and having that nagging thought that when I want it, it won't be there is just too threatening. When/if HP makes it reliable, it was an acceptable device.

Theemed · 05-08-08, 02:57 PM

Gee, three in a row, awkward.

FrinkTL · 05-08-08, 10:06 PM

Even more odd is that all three went to the same person and that nobody else in the forum is reporting the same issue. I know that JakeRich knows what he's doing, but I'd think that if it was a widespread issue that more than one person on the forum would be experiencing the issue. Very, VERY weird.

JakeRich, one question: Did you swap all of the hardware, including the AC adapter with each unit or did you keep the original hardware EXCEPT the iPAQ and just return the iPAQ? The reason why I ask is that I'm wondering if the AC adapter might really be the culprit. Or possibly the power cable. Something in the power supply chain bringing dirty, overvolt or overcurrent to the iPAQ, causing the battery/iPAQ to malfunction.