My wife's laptop (HP PAVILION NOTEBOOK PC DV2890NR) started to experience video problems. Artifacting on the screen and some tearing of images. Right before trying to make a backup of all the data the screen went black and the computer would not power on properly. On January 25th I contacted HP support to get a technician to come fix the issue which I assumed was a motherboard gone bad. The lady on the phone who barely spoke English let alone understand what I was saying had me try numerous troubleshooting techniques which included re-seating the hard drive and the ram. On the 27th of January HP shipped me a box so I could mail the laptop in for repair.
They received the laptop a couple days later on 02/03 and had an expected return date of 02/11. I waited two weeks and checked the status. Nothing had shipped. So I contacted HP and they said the parts were out of stock and that I should have been contacted by a Case Manager. No one ever tried to contact me, and I made that clear with support. They apologized and said I would be called within a two days with an update from a Case Manager. Another week went by, I called HP back and they still had no update, and they would not put a supervisor on the phone. They said the parts were not in and that the laptop would be returned as soon as it was fixed.
Now it's March 9th and still the laptop has not been shipped. I just spoke to HP and they said it's scheduled to be shipped on the 11th of March, however it's still being diagnosed and the parts have no come in. At this time my wife has been without a computer for about a month and a half, which I find unacceptable especially since she needs it for school work.
At this time I'm not sure what to do. The laptop likely won't ship on the date they promised as they have already missed their ship date once. At this time I'm very unhappy with this service and would either like the laptop repaired and sent back, or a new unit sent out to replace it.
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