Hewlett Packard company HP NOt ihfolfglow Through on Warranty Service -110 Mini Notebook Computer, Internet

Hewlett Packard is providing warranty service on my HP Mini 110 notebook computer.  This is the third time I have had the same problem with this computer.  Unfortunately, this service has gone on for almost a month and has wasted a great deal of my time on the phone with HP attempting to get the issue resolved.

This computer was purchased brand new on 12/19/09, and I received it a gift on 12/25/09.  I immediately registered the unit with HP via their online registration system. 

 The unit worked extremely well on A/C Power. Although I carefully followed directions in setting up the computer and installed the HP battery supplied with the unit and I did not have the opportunity to use it on battery power until approximately 4 days later.  At that time, I noticed right away that the battery did not stay latched into the battery bay.  Upon attempting to power the unit with the battery, it powered up fine that first time on battery power. However, while using it on battery power, one of the latches on the battery bay unlatched and that side of the battery popped out, and the computer immediately shut down since it had no power.  I then re-inserted the battery, again noticing right away that the battery did not stay latched into the battery bay.  Upon attempting to power the unit with the battery, the unit would not power on with battery power, but again worked just fine on A/C power.

On or about 1/3/10, I called HP technician.  After walking me through a number of diagnostic tests, the technician said that I needed to ship the unit to HP for warranty repair and that it would be returned within 7-9 working days from them receiving it.

Approximately 14 days later, I received the unit back from HP, indicating that the unit was now working fine and that they had:

1.        Updated the BIOS   and

2.        Removed the non-HP part.  They indicated that the non-HP part was being returned to me in the same box as the repaired computer.

Upon opening this box, I noticed that the only part they had removed was the HP battery that came with the unit brand new.  It was clearly an HP battery.

 I attempted to insert the battery into the battery bay and immediately noticed that the battery did not stay latched into the battery bay, which was the original problem I and called HP Technical support about.  I removed the HP battery and proceeded to power the unit on A/C power, and it powered up fine on A/C Power.

I called HP immediately and let them know that they did not fix the problem I brought to them in the first place. After spending over 2 hours calling them back, losing the connection (at which time they did not call me back), and waiting in the hold cue several times, etc., they finally agreed that they had made a mistake and that the battery itself must be defective.  They told me they would ship me a new battery but that I would need  to return the  original battery to them and they would need my credit card number because they would charge my credit card if I did not return the original battery to them.  I gave them my credit card number, they shipped me a new battery, and I shipped them the original battery.

Upon receiving new battery 2 days later, I again attempted to insert the battery into the battery bay and again immediately noticed that the battery did not stay latched into the battery bay, which was again the original problem I and called HP Technical support about.  I removed the HP battery and proceeded to power the unit on A/C power, and it powered up fine.

I again called HP immediately and let them know that they did not fix the problem I brought to them in the first place. This time, after again spending over 4 hours calling them back, losing the connection (at which time they did not call me back), and waiting in the hold cue several times, etc., they again finally agreed that they had again made yet another mistake and that I would a again needed  to return the unit to them for repair.  They also indicated that since there had been so many problems, they would expedite the repair and in would be on 3 days express service, and that I would receive my computer back the same week.

I called HP 3 days later and was told that the unit had not been received, despite the fact that I tracked the FEDX shipment number 726809940133943 and it indicated that the unit was received by HP at 9:30 a.m. on January 25, 2010 and signed for by J.Salas at HP. 

After again placing many phone calls to HP over the next few days, many disconnections (at which time they did not call me back), I was assigned a case manager.  The case manager assured me that the unit has been received and that it was being released for repair on 1/28/10.  He further stated that the unit was not, in fact, on express repair and that I would have had to pay for express service at the time I re-shipped the unit back.

I told the "case manger that this was not acceptable.

On 1/29/10, I was called by Executive Case Manager Towanda, who explained that due to all of the problems caused by HP in my case - they would be giving me an extra year of warranty and that she would make sure that the original battery bay problem would be addressed and the unit would be repaired and returned to me in 7-9 working days.

On 2/1/10 I called Towanda, who reported that she had addressed the problem and that the technician had determined that the display unit needed to be replaced and that the display unit was on back order until 2/28/10.  I asked about the battery bay problem and she said that that technician had not addressed this issue.  I insisted in knowing what the problem was with the display unit ads the display was working fine for me on A/C power.  I also insisted on an explanation about why HP had not addressed the original problem, which involved the battery not staying latched into the battery bay and the unit therefore not powering the unit. Towanda stated that she would need to put in another request to the technician to determine this information and that she would get back to me in 4 hours.

I am not willing to wait any longer for the original computer to be repaired.  I want HP to ship me a new mini-110 notebook computer overnight.  I also want the original computer returned to me so that I can copy any of my data onto the new unit, as unfortunately I did not back it up because I wanted the problem resolved quickly and efficiently per HP TOTAL CARE Warranty.  I will return the defective computer to HP after copying the data to the new computer.