Customer Service Fail - 4th HP Laptop Replacement - DO NOT BUY FROM HP YOU HAVE BEEN WARNED

We purchased this laptop at the end of last February. Since then HP has sent 4 replacement machines. Every single one crashed out the box. Last Monday they demanded that I allow a tech into my home to try to fix the issue. Later that day I received a call from an "executive case manager" basically telling me that the tech didn't find an error therefore nothing could possibly be wrong with the machine, that I'm a liar and that he was closing the case. Two days later this happened. In case you were wondering the Executive Case Manager I spoke with goes by "Alex".
The work order may seem like a random add, but I included it for the benefit of Alex who swore up and down that he had an in-depth conversation with the tech who visited my house. When pressed for the name of the tech, he gave the wrong one and had no record of the Emmanuel W (137744) who visited my home and left me with this paper work.

I have never seen a product or customer service department fail this hard. 4 broken machines and counting. Yet somehow the reps are getting ruder, less competent and more dishonest with every call. This wasn't a cheap model either. 17" screen. i7 processor. 8GB RAM. 64 bit Windows 7. We went all out at the time thinking that the machine was a solid investment for our design company. We couldn't have been more wrong.

***UPDATE***

After having my lawyer send a letter to HP I finally received a response to the video, they're now saying that even though the body style of the machine is identical and both I and my dog are in the clip they have no way to prove if the video is legit or not and they are refusing to even acknowledge that the machine is crashing. Here's a clip featuring the serial numbers http://www.youtube.com/watch?v=5BhCvZbq48s It's looking more and more like I'm going to have to burn a day in court just to get HP to enforce their own warranty.

Category:

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• BSOD
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[Lexingtonsportscards]

its not rocket science to see what has happened here, it worked ok the first time you used it, you deleted alot of shit preloaded on the cpu and added other programs.

Prolly deleted something that crashed the cpu

[IronDingoMoto]

@Lexingtonsportscards Surprisingly enough that wasn't the case. It crashed within minutes of completing the initial setup. Granted I passed on the Norton up sell during the setup, but I'm pretty sure that was optional. I certainly didn't delete anything. It's true I added software to the machine, but nothing I haven't loaded on a previous machine without issue and everything is from reputable manufacturers and developers - with the exception of course being my printer which was made by HP.

[ScotsMan692006]

I detest HP's as well, but 2 things

1 : boot it with nothing plugged in, you may find the problem gets resolved

2 : if you don't want to lose your info, then the machine is clearly not 'new out of the box' as you said, therefor it could possibly be a conflict with something you've installed on it, or a driver issue (as the error code from the first blue screen suggests)

when it was new out of the box, did it work? if not, why did you continue to use it/HOW could you continue to use it?

[IronDingoMoto]

@ScotsMan692006 The issue is intermittent. I can still use the machine, I just have to put up with it freezing or crashing sporadically 2 - 5 times a day. Sometimes it refuses to restart following a crash, but if I shut it down and come back in an hour it'll load without issue. The first time it occurred was when I first opened Internet Explorer following the initial setup. At first I attributed the issue to it being shipped with old drivers, but once I updated everything it continued to occur.

[RCraigeL]

Try booting without that Apple USB device plugged in. This could very well be a driver issue, and not a HP hardware issue.

[IronDingoMoto]

@RCraigeL I've been tracking what I have plugged and what's running when it crashes. So far nothing blatant has popped up. The tech that HP sent to the house went through and double checked the error reports for driver issues. He found two. One was an HP printer driver the other was for C#. This video was shot two days after he applied the fixes to the drivers. Thanks for the suggestion though.

[TwoChapsBranding]

Customer service 101: Call a customer a liar and you will get embarrassed on YouTube.

[Ferdugan]

what model is it? its not a dv7, is it? because my dv7 is a PEICE OF GARBAGE!!!!

[pugspugaks]

sadly,

[zbox720]

Hmm, first error code can be a wide range of issues. Second one is usually related to hard drive, such as driver for the controller being corrupt, or the mode the hard drive works in being changed. However, this problem looks mightily similar to a laptop with a virus I had to fix.

[TwoChapsBranding]

@elmonoborracho The first laptop over heated / crashed even with the help of an external fan and air conditioning. The second machine had faulty memory. The third machine they sent worked but was a lowered powered model than what I paid for. The fourth replacement and current machine is crashing at random intervals.

If those are my only two choices, I'm leaning towards they're really out to get me.

[CygnusXII]

0x000007e is a bad memory module. Run memtest on it and I bet it fails.

[elmonoborracho]

About time to admit, or at least realize, that you did something wrong and that it's not the computer's fault? I mean, 4 laptops? You're really funny or HP is really out to get you.

[TwoChapsBranding]

@goddessproject426

"...have never had a problem with any computers I have purchased. "

Meanwhile, a sentence later....

"A power supply died, which was quickly replaced or I had problems with the keyboard or mouse."

Hilarious.

[goddessproject426]

This moron isn't providing us with all of the facts. Obviously, he has abused this laptop or downloaded some porn or malware that has corrupted software on his harddrive. I have owner a few HP desktop computers, eMachines and other desktops and have never had a problem with any computers I have purchased. The worst I had happen to me? A power supply died, which was quickly replaced or I had problems with the keyboard or mouse. My advice? Treat your laptop with respect, don't abuse it.