The Compaq Saga

[tomster2300]

I bought my Compaq Presario V2312 laptop two years ago in August - September of 05. It came from Circuit City and with it I opted for their most extensive warranty, covering accidental damage, etc.

My story:

The rubber feet fell off within the first month of purchase. Circuit City told me it was my problem.

First power adapter became so hot that it was actually dangerous to touch when plugged in. Had to get a new one sent to me, while I sent the old one back.

The replacement's wires were frayed and sparked while in use. I kept that one and had a third one shipped out to me. Third time must be the charm because I'm still using it today.

Sometime later some of the keys came off and the power button gradually began to give out, so I had to send it back in for more repairs. On the paperwork I sent in I included that a couple of pixels had died as well, so they put in a new LCD screen along with a new mobo and new replacement keys on the keyboard.

Now in the last two - three weeks the laptop randomly shuts off. I googled the problem and found many other v2000 model owners experiencing the same thing. They blamed it on a faulty heatsink and provided ways to fix it (all of which would void my warranty). So...I'm now waiting on Compaq's shipping box to arrive yet again so I can send it back for another run through the shop.

Today I asked the guys on the phone if I could simply get my money back or even a store credit. That warranted a lengthy no (and a trip to his supervisor), with this explanation:

The same problem has to occur and be serviced three times, then finally break a fourth time until they will even consider a product replacement. He also said that if I did get anything they would only give the depreciated value and not the $1300 I originally paid.

While that made me angry enough, he told me the first power adapter was covered under the manufacturer's warranty so they had to pretend it never happened. The only time I could have gotten a new laptop would have been in the first 14 days after my purchase.

Ironically this is actually my second laptop because the first laptop's keyboard was a lemon, so I went back the next day and got another identical one. That had to have been a sign that I unfortunately ignored...

Is that warranty policy common? They said something about part of their warranty (the extended one) had ended with the manufacturer's, but I don't remember what exactly.

[glc]

This is why I don't recommend Compaq laptops..........

[tomster2300]

Originally Posted by glc This is why I don't recommend Compaq laptops..........

Well I second that whole heartedly. Nor should you get a HP either since they're now one in the same...

[tomster2300]

UPDATE: Well the box came to me today - that was insanely fast, they must have over-nighted it. While that's all and good, the box itself looks like its been used before. The corner is ripped and the entire thing looks frayed around the edges. At least the styrofoam is alright (looks like I'll need every bit of it).

I think corporations find humor in making people jump through so many hoops. I feel like a dog.

[doubledragon5]

I bought a Microsoft Keyboard/mouse once frm COMPUSA and paid for the two yr replacement warranty. What stunk about it was when I broght the items back a few months ago for replacement that was it.. In ohter words when you brought a item back under warranty within the first two yrs, you were not alloweed to have it replaced again.. It is a one shot deal, only once in two yrs can you return an item for replacement that sucks big time..

[Force Flow]

Next time, go with an IBM laptop...I've never gotten a complaint about them.

[Cricket]

Originally Posted by Force Flow Next time, go with an IBM laptop...I've never gotten a complaint about them.

Are the IBM laptops called "Lenovo" now? I've seen ads for Lenovo ThinkPads.

Cricket

[LeftyAce]

Yes, sort of. Lenovo bought IBM's laptop line, so they're not actually made by IBM anymore.

[glc]

They apparently still have the IBM quality and support though. Lenovo doesn't want to shoot the goose that laid the golden egg.

[tomster2300]

Originally Posted by doubledragon5 I bought a Microsoft Keyboard/mouse once frm COMPUSA and paid for the two yr replacement warranty. What stunk about it was when I broght the items back a few months ago for replacement that was it.. In ohter words when you brought a item back under warranty within the first two yrs, you were not alloweed to have it replaced again.. It is a one shot deal, only once in two yrs can you return an item for replacement that sucks big time..

Same thing happened with my xbox 360 and Best Buy's warranty. I still had a year left on it, but when my box broke and I returned it I had to buy another warranty. It was more expensive the second time around as well.

[kstatefan40]

Originally Posted by glc They apparently still have the IBM quality and support though. Lenovo doesn't want to shoot the goose that laid the golden egg.

From what I have seen, the Leveno line that was developed by IBM and sold to Leveno is fantastic (like the IBM models), however some of Leveno's models that were not developed by IBM are that high of quality. Research before you buy.... as always.

Compaq... where do I start?

Don't buy them. Ever. I have soooo many complaints it could go on and on forever...

[tomster2300]

So is there anything I can do? I'm don't want it repaired again, I'd just like my money back. I don't believe I'm a satisfied customer right now.

[glc]

At this point, all you can do is get it fixed again or get rid of it. Read your warranty paperwork carefully.

[kstatefan40]

My advice: learn from your mistake and don't repeat it. That's what I had to do with mine.

What I did do, and might have had some more success with had I still been in warranty, was send a letter to the executives at Compaq, getting a number for executive support. You might try that...

For my story, read this: http://www.pcmech.com/article/to-bui...ion/page-8.htm

To get the address for executive support: http://www.hp.com/hpinfo/execteam/email/bod/index.html

[glc]

His warranty issues at this point are not with HP, they are with Circuit City.

[tomster2300]

I typed out a huge letter and when I clicked submit I receive this:

http://www.hp.com/cgi-bin/hpinfo/bod_mail.pl

[Force Flow]

That's certainly one way to avoid recieving complaints...

[kstatefan40]

http://www.hp.com/hpinfo/execteam/em...reg_R1002_USEN

try that one

[hitchface]

Amazing how customer service usually isn't. Well, I guess it depends on the company, too. I have several companies blacklisted. If I can avoid it, I will never deal with them again. For some strange reason, that number is higher than that of companies I trust and would go back to.

[tomster2300]

Originally Posted by kstatefan40 http://www.hp.com/hpinfo/execteam/em...reg_R1002_USEN try that one

Yet again:

http://www.hp.com/cgi-bin/hpinfo/bod_mail.pl

[glc]

You are barking up the wrong tree as I said before - your beef is with Circuit City, not HP.

[tomster2300]

While you're right, I thought it was worth a shot. Now if you can find an e-mail address for City Advantage kstatefan (Circuit City's warranty company) then we'd be in business.

[thefultonhow]

Originally Posted by kstatefan40 From what I have seen, the Leveno line that was developed by IBM and sold to Leveno is fantastic (like the IBM models), however some of Leveno's models that were not developed by IBM are that high of quality. Research before you buy.... as always.

I have seen very few problems with the new Lenovo-era ThinkPads such as the T60. My college has a partnership with Lenovo (and had one with IBM before) to get ThinkPads at deeply discounted prices, which puts them at the same pricepoint as a similar Dell, so a lot of people buy them. I don't think I've seen any T60s come into our repair clinic for more than a dead hard drive, hardware-wise. And Lenovo support, the few times I've had to deal with it, has been great.

[daveyp225]

I have had nothing but positive experiences with Compaq. My first 2 laptops and second desktop were all Compaq, and I loved them all. the last was even the same v2000 series as the OP. My only complaint, if you could call it that, is that the lid can't take 200lbs of pressure . I stepped on it! I was going to buy another Compq when I found an amazing deal on the Asus I have now. I suppose I shouldn't argue with the majority, though.

[TimPoet]

Beauty is fleeting and charm is deceitful but excellent customer service who can find?