HP's apparently supercool substitution policies!

Theemed · 10-22-08, 04:08 AM

For all this time I've been enduring the touchscreen off-target sensitivity problem because I didn't want to be without my baby for an unspecified number of days. Now that also the speaker dies I was compelled to ask a turn-in and sobstitution, and even had my father lend me his old pocketpc we gave him to update him on the PIM scenery ;) So I update all my personal data to the freshly resetted father's Asus Mypal and finally contact HP about the problem.
At the end of the chat session some minutes ago (which is a very practical support channel in my opinion, free and immediate) "Sara" finally told me I'd receive the device in substitution either tomorrow or the day after, together with a box where I'd have to put the old device back in... is that for real?? I mean, I do get practically the same priority of "next-day-support" users AND I get to keep the old device for a while to have the timeto synch the old data?
That isn't the same that happened to other users as I reckon from this forum.
Also, in the mail notice, I am advised that in the turn-in package, if it's a PDA, I do NOT have to include accessories like stylus, charger, synch cable... does that mean free additional stylus, charger and synch/charger adaptor? Cool!

Theemed · 10-23-08, 09:54 AM

Got the replacement about 2 hours ago, a little more than 24h after the chat with Sara at HP italian support center. Been checking like paranoid the UPS tracking all morning, even changed my plans to be sure to get it myself, and in the end the package arrived without even me noticing, as someone else got it for me. Anywho, I'll post my impressions relative to the previous defects in the correct threads about CF/battery, screen sensitivity, and screen accuracy.
As a welcome gift from the device, I got the sprite backup security code issue, which gave me a good scare (being my first restore ever), but I had at least the occasion to try the octopus hard reset procedure, which actually was easier than expected, and restored with the security settings disabled.

BTW, I wonder if they would mind if I send it back without the battery... having a total of 2 spare batteries could seriously help me using it as an MP3 player :) And, I could use the additional battery as a test specimen to see if charging it with another properly adapted 3.7 Li-Ion charger (either nokia's, coolpix's, or EOS 400D's) would work.

FrinkTL · 10-24-08, 07:36 AM

Uh...I don't know...I'd be suspicious about not sending stuff back if it was me, especially the battery. Definately send the battery back. That's a "big ticket" item. As for the stylus, who cares? (I don't even use mine.)

I am, like you, surprised that they stated in writing that you didn't need to send back accessories. It sounds to me like they gave you mix-match of messages, mixing device replacement with device repair. The advance replacement is what they do to exchange a device (usually for those who bought the Next Day Advance Exchange contract). The "don't send anything back except the device" is the message they send when you're sending your device in for repair (and they'll be sending it back to you); they say that so they don't have to be responsible for returning everything you sent in. I'd be very, very suspicious if I were you. Does the communication make a mention of them repairing the device or refer to an estimate for it's return to you?

I'd recommend looking for indicators that they are about to do the wrong type of service on your returned device. If you end up with 2 devices (1 replacement and 1 repaired), you'll also end up with a bill for the second device.

Theemed · 10-24-08, 04:06 PM

I decided to ask the support chat again about this... as soon as monday comes. I am not suspicious though, I did ask if I had to pay anything for the service, and even if I was silly enough not to save in a txt the copy of the chat, the support girl told me twice I didn't owe anything for the exchange. Still, I think I've been treated way too well, considering I didn't buy any "special support" service. They wouldn't be able to use anything against me anyway, in the unprobable case I had the returned device sent back to me again, repaired. I never asked for two devices, just for one working specimen, and they cannot prove the opposite. It's like someone sends you a valuable item by mistake, and then pretends for you to pay it.
Which reminds me, something like it happened with my old ipaq hx2400, the seller sent me two of them by mistake, then asked either for one back (via prepaid courier), or the payment of the second as well. Had my brother become a lawyer already back then, I would have kept the second one, and not paid one cent for it ;)

10-24-08, 06:30 PM

so how does the new device compare? do you still have the same issues as before? i know yours had a lot more problems than mine.

Theemed · 10-25-08, 03:42 AM

I replied in most recent posts abou that ;)
shortly, speaker is obviously back up, ans SEEMS louder... and screen is much more sensitive and accurate, just the area close to the left seems more stiff and needs strength, but still accurate

Theemed · 11-12-08, 01:57 PM

This is a picture taken a while ago that only now I remembered to show to you guys ;))
The one in the center is the main unit, the other two were sent to see if the BT gps antenna problem was solved, but it didn't anyway.

Da Cheez · 11-16-08, 09:46 PM

Theemed, you say the screen sensitivity is better? Is the "mushiness" gone from the screen (the feeling of a plastic layer on top of the screen)? The sensitivity on mine is fine, but the mushiness factor is kind of annoying for me. It also often causes accidental double taps, especially when using my finger for input. Did your old device ever do that? Does the new one have that same issue?
Thanks!

Theemed · 11-18-08, 05:18 AM

I do get occasional double taps sometimes when I use my finger to insert the 10numbers password at startup, but I solve it using my nailtip instead in a flashing-touch movement, so maybe the "mushiness" you refer to is still present... anyhow I don't need the strength I needed before to "activate" the tap... the only defect I notice with it though, is that the screen is "numb" on the very left side, that is when I try and press "1" on my PocketCM keyboard I need definitely more violence than the soft touch that is sufficient to activate other regions of the screen. That was consistent in all the three new devices.