Been working with HP for a working replacement, am I insane or is HP just that bad? I feel it's kinda related to the Secret Shopper Series

[Pickletickler9000]

My post was marked as spam from HP, see below the whole thing with all of its color in glory.

 

Product: HP Z2 Mini G5 Workstation (9JD40AV)

Case# 5116849032

 

Hello, my name is Sam, I have been ACTIVELY working with HP since October on my case and I have been without a working computer since then. This has made me have to cancel contracts with my freelance work and put myself out of commission until I get a working computer. I have patiently made numerous phone calls, troubleshooted, worked with HP’s technicians for hours, waited for responses, and waited for HP to send me either damaged parts or a malfunctioning, downgraded computer recently. I have been having issues getting in touch with my case manager (who is also rude), I see this is a re-occuring issue on the boards too (see first 3 links below). An employee yelled at me and threatened me today, saying I should be banned because of my disrespect. I remind you, I have worked ACTIVELY with HP for hours and have been very patient up until today because my case manager is actively avoiding me. He was angry because I contacted him when my case manager was not answering her phone calls or emails, I will explain this with my timeline below. My case manager has complimented and thanked me on my patience on our first interaction, other HP employees and technicians have as well. I’ll make a timeline below for your reference:

 

- October (I don’t have a date on record, I changed my phone since then): I open a case with HP stating my computer does not work, troubleshoot over the phone, and open a case. I wait for a follow-up.

 

-November 17: I call HP for a follow-up, I learn no case has been made. I make one that day. I troubleshoot again, and make sure I get a case verification email. We assume the motherboard is damaged, I assume otherwise because of the issue but I am not a technical specialist. 

 

-November 30: An HP-certified technician arrives, removes all of the computer’s components, puts it all back together, and gets no power. He tells me that the power button is malfunctioning; he’ll make a second repair appointment. This appointment took hours from my day-off.

 

-December 4: The technician comes again and changes the power button, still gets no power. He takes apart everything again and asks me for help. Again, hours of my time on my day off. I point out the port of the graphics card seems burnt, as well as the newly changed motherboard. The burnt out graphics card damaged the new motherboard. He orders both parts and plans a third visit. The following week, I get a notification that the graphics card is back-ordered. In the coming weeks I call HP asking for an update, they tell me to wait. I ask for a replacement since I read them on the forums, and that I don’t k ow if anything else got fried such as the processor, ram, M.2. I am told to wait for the repair. I get no tracking or ETA and I ask if there’s anything we can do, they tell me to continue waiting.

 

-December 19: I call once again (I called multiple times between now and Dec 14), and HP tells me within the hour the tracking number of the part. I had to get this information myself, I expected a follow-up from HP.

 

December 21: The part arrives POORLY PACKAGED AND DAMAGED IN TRANSIT. They threw a graphics card in a bubble envelope and it came in severely bent. I politely call up HP and am complimented on my patience (this is important, trust me). They escalate my case.

 

-December 26: I finally get an assigned case manager by email (let’s call her CM), she isn’t answering her phone and I have issues reaching her despite being at work. When we get a hold of each other I explain my case history. She says I’ll get a replacement.

 

-December 29: I go back and forth between CM regarding specs for my replacement computer. Her offers are both downgraded processors (i9 to an i7) and graphics cards of what I have, but a newer generation.  I told her I paid too much money at the time and waited too long for a downgrade, shouldn’t they match my machine? Also, is this the courtesy for my patience, a downgrade? My computer has a label, which contains the model number, serial number that was used for my case the entire time, and Intel processor model, which was placed by HP. CM says my retailer placed that sticker and HP did not sell my computer with the i9, the retailer modified it, despite the sticker having my serial number and all the info on a single label. I sent CM pictures of the label multiple times stating this label was placed by HP. I also told CM the rest of my specs. I cannot get a hold of CM to finish the offer. I tried a different extension to meet a man (E1) who did not provide his name, and he reassures me I will not get a downgrade.

 

-January 2: I get an offer from CM and I reluctantly downgrade my i9 to an i7, but get an upgraded GPU. CM says that she is tired of working on my case and wants to wrap things up during our negotiations. Excuse me, but I have been on this case since October, and she has just started working on it a week ago. I ask how can she make such a bold comment and she apologizes. I did not yell nor name call , I just ask her out of shock because I was so offended. The processor is a newer generation at least, but worth less than what I paid for at the time. CM says I will get an update on January 5th with a tracking #.

 

-January 10: I call CM and get no answer, I send an email asking for my tracking number. From my interactions I know CM doesn’t like me poking her for updates which is why I waited since January 5th. I had to ask because my wife wanted to leave the house and on my work days I am out the house from 5:30 AM to 9:15 PM. FedEx sometimes leaves packages in my lobby without notifying anyone (like this package). I live in NYC and packages get stolen all the time, CM knows this we talked about it on our first interaction. She sends me an email 8 hours later with the tracking, my computer was shipped 2 days ago. My order confirmed Jan 2, my order was shipped Jan 8, my computer arrived on Jan 12. Someone mentioned overnight shipping while I was talking about my case, I guess that didn’t happen.

 

-January 12: My computer arrives and does not power on. I tried basic troubleshooting according to the HP forums (I will send a link below) but do not get anything. Not only did I have to negotiate for a downgrade in my processor (remember I am working with HP for months now), but CM sends me a downgraded graphics card to what I already had! We did not talk about downgrading my graphics card and she did not send me what we agreed on! I only know this because I had to reset the CMOS button and saw the downgraded GPU. CM does not answer her phone nor does she respond to my emails, despite her promising me a follow-up on January 12th.

 

-January 15th: I call and email CM, it’s been days since I messaged her. She responds hours later saying I should call technical support and that she has closed my case (without my consent) because I received my replacement. I email her back and call her back, no response. I try calling up E1 from a while ago only for him to call me by my name and talk down to me and yell at me. Mind you, this is our second interaction, and I don’t know how he knows me. He says that I have been yelling at HP for the past 2 months, I should be banned, and that he will write a report on me (yes, he said all of this). He said I should not bother other employees. Is CM talking bad at about me with her colleagues? Am I the “nightmare customer”? He yelled at me and did not let me talk, and HUNG UP ON ME. During his lecture he told me that sending emails and making phone calls to CM is only delaying the process, I thought that was basic communication. He also said that I cannot get whatever I want. All I want is a working computer with equal or better specifications, does my warranty not cover that? While working with HP these last few months, HP lead and I followed; I did not get what I want. If I did, I would have gotten a working computer a while ago instead of waiting weeks for my backordered part to come in damaged.

 

I WILL NOT FALL INTO ANOTHER 3 MONTHS LOOP, JUST LIKE HOW I HAVE WAITED SINCE OCTOBER, FOR A WORKING COMPUTER. I HAVE WAITED AND WORKED PATIENTLY WITH HP ONLY TO BE DISRESPECTED AND UNAPPRECIATED TODAY. I RECEIVED A COMPUTER THAT DOES NOT WORK AFTER TROUBLESHOOTING, I NEED A NEW COMPUTER AND ONE THAT IS MATCHING THE SPECS I NEGOTIATED FOR. Am I asking for too much? I did not yell at anyone up until today after being yelled at and threatened with a ban and report first.

 

I always respond quickly to CM’s emails and ask for updates DAYS after she promises to email me herself. I call whenever I can. Why have a phone when you don’t want to be called and don’t call back when you you say you will? 

 

My case manager has mentioned that she has a supervisor but refuses to give me his contact info nor pass along my case. I want to speak directly with him and also get a new case manager who is sympathetic and understands computers. I have been living paycheck to paycheck these last few weeks with my main job  alone and have a family to support. HP has made many errors yet I was understanding and did not berate anyone at all. Today I was told that I have been impatient the last few months which I took great offense to. The fact that I am working with a case manager who lacks an understanding of computers while working for HP, a massive tech giant, and lacks empathy and basic communication skills such as responding to emails or phone calls, while working as the company’s case manager, frustrates me beyond belief. Other's have complained about this issue, see links 1-3 below.

 

I have the emails of the representatives who I spoke to on the phone patiently with since November. I am ready to drop names of employees who can testify on my behalf of my respect. I also have the contact info of the 2 rude employees; I have their extensions. The polite employees can testify I was polite, patient, and ready to work with HP as soon as I got the call. I did not make demands and worked with HP's options every step of the way. Also my phone calls were recorded according to HP, HP can pull them up and testify I did not disrespect anyone until today, which is when I just had enough the immature behavior from the representatives. I expected a case manager to be more sympathetic and understanding; it is their job to work with and resolve cases that have been ongoing for a while. Sorry for typos, I have not slept in days because of my stress and stressed newborn who is teething, and have been out the house from 5:30 AM - 9:15 PM working today, and will be up until Thursday. I typed this on my iPhone Notes and copied/pasted it here while on the train.

 

HP clients with similar issues:

1) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Bad-customer-support-service-from-case-...

2) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Escalated-Case-Manager-is-not-respondin...

3) https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/My-Escalation-Case-Manager-is-...

 

The troubleshooting that I did to fix my computer:

1) https://h30434.www3.hp.com/t5/Business-PCs-Workstations-and-Point-of-Sale-Systems/Z2-mini-G9-desktop...

[Erioch]

Can you summarize in one or two sentences?

[BillBill]

31 minutes ago, Pickletickler9000 said:

My post was marked as spam from HP, see below the whole thing with all of its color in glory.

 

Product: HP Z2 Mini G5 Workstation (9JD40AV)

Case# 5116849032

 

Hello, my name is Sam, I have been ACTIVELY working with HP since October on my case and I have been without a working computer since then. This has made me have to cancel contracts with my freelance work and put myself out of commission until I get a working computer. I have patiently made numerous phone calls, troubleshooted, worked with HP’s technicians for hours, waited for responses, and waited for HP to send me either damaged parts or a malfunctioning, downgraded computer recently. I have been having issues getting in touch with my case manager (who is also rude), I see this is a re-occuring issue on the boards too (see first 3 links below). An employee yelled at me and threatened me today, saying I should be banned because of my disrespect. I remind you, I have worked ACTIVELY with HP for hours and have been very patient up until today because my case manager is actively avoiding me. He was angry because I contacted him when my case manager was not answering her phone calls or emails, I will explain this with my timeline below. My case manager has complimented and thanked me on my patience on our first interaction, other HP employees and technicians have as well. I’ll make a timeline below for your reference:

 

- October (I don’t have a date on record, I changed my phone since then): I open a case with HP stating my computer does not work, troubleshoot over the phone, and open a case. I wait for a follow-up.

 

-November 17: I call HP for a follow-up, I learn no case has been made. I make one that day. I troubleshoot again, and make sure I get a case verification email. We assume the motherboard is damaged, I assume otherwise because of the issue but I am not a technical specialist. 

 

-November 30: An HP-certified technician arrives, removes all of the computer’s components, puts it all back together, and gets no power. He tells me that the power button is malfunctioning; he’ll make a second repair appointment. This appointment took hours from my day-off.

 

-December 4: The technician comes again and changes the power button, still gets no power. He takes apart everything again and asks me for help. Again, hours of my time on my day off. I point out the port of the graphics card seems burnt, as well as the newly changed motherboard. The burnt out graphics card damaged the new motherboard. He orders both parts and plans a third visit. The following week, I get a notification that the graphics card is back-ordered. In the coming weeks I call HP asking for an update, they tell me to wait. I ask for a replacement since I read them on the forums, and that I don’t k ow if anything else got fried such as the processor, ram, M.2. I am told to wait for the repair. I get no tracking or ETA and I ask if there’s anything we can do, they tell me to continue waiting.

 

-December 19: I call once again (I called multiple times between now and Dec 14), and HP tells me within the hour the tracking number of the part. I had to get this information myself, I expected a follow-up from HP.

 

December 21: The part arrives POORLY PACKAGED AND DAMAGED IN TRANSIT. They threw a graphics card in a bubble envelope and it came in severely bent. I politely call up HP and am complimented on my patience (this is important, trust me). They escalate my case.

 

-December 26: I finally get an assigned case manager by email (let’s call her CM), she isn’t answering her phone and I have issues reaching her despite being at work. When we get a hold of each other I explain my case history. She says I’ll get a replacement.

 

-December 29: I go back and forth between CM regarding specs for my replacement computer. Her offers are both downgraded processors (i9 to an i7) and graphics cards of what I have, but a newer generation.  I told her I paid too much money at the time and waited too long for a downgrade, shouldn’t they match my machine? Also, is this the courtesy for my patience, a downgrade? My computer has a label, which contains the model number, serial number that was used for my case the entire time, and Intel processor model, which was placed by HP. CM says my retailer placed that sticker and HP did not sell my computer with the i9, the retailer modified it, despite the sticker having my serial number and all the info on a single label. I sent CM pictures of the label multiple times stating this label was placed by HP. I also told CM the rest of my specs. I cannot get a hold of CM to finish the offer. I tried a different extension to meet a man (E1) who did not provide his name, and he reassures me I will not get a downgrade.

 

-January 2: I get an offer from CM and I reluctantly downgrade my i9 to an i7, but get an upgraded GPU. CM says that she is tired of working on my case and wants to wrap things up during our negotiations. Excuse me, but I have been on this case since October, and she has just started working on it a week ago. I ask how can she make such a bold comment and she apologizes. I did not yell nor name call , I just ask her out of shock because I was so offended. The processor is a newer generation at least, but worth less than what I paid for at the time. CM says I will get an update on January 5th with a tracking #.

 

-January 10: I call CM and get no answer, I send an email asking for my tracking number. From my interactions I know CM doesn’t like me poking her for updates which is why I waited since January 5th. I had to ask because my wife wanted to leave the house and on my work days I am out the house from 5:30 AM to 9:15 PM. FedEx sometimes leaves packages in my lobby without notifying anyone (like this package). I live in NYC and packages get stolen all the time, CM knows this we talked about it on our first interaction. She sends me an email 8 hours later with the tracking, my computer was shipped 2 days ago. My order confirmed Jan 2, my order was shipped Jan 8, my computer arrived on Jan 12. Someone mentioned overnight shipping while I was talking about my case, I guess that didn’t happen.

 

-January 12: My computer arrives and does not power on. I tried basic troubleshooting according to the HP forums (I will send a link below) but do not get anything. Not only did I have to negotiate for a downgrade in my processor (remember I am working with HP for months now), but CM sends me a downgraded graphics card to what I already had! We did not talk about downgrading my graphics card and she did not send me what we agreed on! I only know this because I had to reset the CMOS button and saw the downgraded GPU. CM does not answer her phone nor does she respond to my emails, despite her promising me a follow-up on January 12th.

 

-January 15th: I call and email CM, it’s been days since I messaged her. She responds hours later saying I should call technical support and that she has closed my case (without my consent) because I received my replacement. I email her back and call her back, no response. I try calling up E1 from a while ago only for him to call me by my name and talk down to me and yell at me. Mind you, this is our second interaction, and I don’t know how he knows me. He says that I have been yelling at HP for the past 2 months, I should be banned, and that he will write a report on me (yes, he said all of this). He said I should not bother other employees. Is CM talking bad at about me with her colleagues? Am I the “nightmare customer”? He yelled at me and did not let me talk, and HUNG UP ON ME. During his lecture he told me that sending emails and making phone calls to CM is only delaying the process, I thought that was basic communication. He also said that I cannot get whatever I want. All I want is a working computer with equal or better specifications, does my warranty not cover that? While working with HP these last few months, HP lead and I followed; I did not get what I want. If I did, I would have gotten a working computer a while ago instead of waiting weeks for my backordered part to come in damaged.

 

I WILL NOT FALL INTO ANOTHER 3 MONTHS LOOP, JUST LIKE HOW I HAVE WAITED SINCE OCTOBER, FOR A WORKING COMPUTER. I HAVE WAITED AND WORKED PATIENTLY WITH HP ONLY TO BE DISRESPECTED AND UNAPPRECIATED TODAY. I RECEIVED A COMPUTER THAT DOES NOT WORK AFTER TROUBLESHOOTING, I NEED A NEW COMPUTER AND ONE THAT IS MATCHING THE SPECS I NEGOTIATED FOR. Am I asking for too much? I did not yell at anyone up until today after being yelled at and threatened with a ban and report first.

 

I always respond quickly to CM’s emails and ask for updates DAYS after she promises to email me herself. I call whenever I can. Why have a phone when you don’t want to be called and don’t call back when you you say you will? 

 

My case manager has mentioned that she has a supervisor but refuses to give me his contact info nor pass along my case. I want to speak directly with him and also get a new case manager who is sympathetic and understands computers. I have been living paycheck to paycheck these last few weeks with my main job  alone and have a family to support. HP has made many errors yet I was understanding and did not berate anyone at all. Today I was told that I have been impatient the last few months which I took great offense to. The fact that I am working with a case manager who lacks an understanding of computers while working for HP, a massive tech giant, and lacks empathy and basic communication skills such as responding to emails or phone calls, while working as the company’s case manager, frustrates me beyond belief. Other's have complained about this issue, see links 1-3 below.

 

I have the emails of the representatives who I spoke to on the phone patiently with since November. I am ready to drop names of employees who can testify on my behalf of my respect. I also have the contact info of the 2 rude employees; I have their extensions. The polite employees can testify I was polite, patient, and ready to work with HP as soon as I got the call. I did not make demands and worked with HP's options every step of the way. Also my phone calls were recorded according to HP, HP can pull them up and testify I did not disrespect anyone until today, which is when I just had enough the immature behavior from the representatives. I expected a case manager to be more sympathetic and understanding; it is their job to work with and resolve cases that have been ongoing for a while. Sorry for typos, I have not slept in days because of my stress and stressed newborn who is teething, and have been out the house from 5:30 AM - 9:15 PM working today, and will be up until Thursday. I typed this on my iPhone Notes and copied/pasted it here while on the train.

 

HP clients with similar issues:

1) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Bad-customer-support-service-from-case-...

2) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Escalated-Case-Manager-is-not-respondin...

3) https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/My-Escalation-Case-Manager-is-...

 

The troubleshooting that I did to fix my computer:

1) https://h30434.www3.hp.com/t5/Business-PCs-Workstations-and-Point-of-Sale-Systems/Z2-mini-G9-desktop...

Contact the Better Business Bureau or another consumer protection agency. You've given HP too many chances.  

[NumLock21]

• Based on the label form your unit, it says it comes with a 3 year warranty. Warranty starts from date of purchase not from date of manufacturing. If your unit is still under warranty they could've just given you a whole new replacement. BTW have you even gone to the HP's site to see if it's still under warranty or not.
• The HP tech they sent over, they pulled out your component and then put it back together. What components? Did that tech brought spare components with them or did they just pull everything out of your original unit, then put it back together in hopes of a miracle that it will start working again? So they've conclude the issue with your unit not working is the power switch, so they don't have a spare switch with them and have to come back a 2nd time.
• So 2nd time comes they have a new power switch and yet your unit it still not working. They ask you for assistance?! Why would a "certified" tech need to ask a consumer for assistance?! This definitely looks like, that person have absolutely no idea what they are doing, because if they actually do know what they're doing, they would have not need to visit you the 2nd time. They would have came to your place well prepared by having their parts tested before hand. They could have easily bring at least one or 2 of the same unit you have as spares for troubleshooting or simply just give you that replacement, if your unit is still under warranty.
• Manager lacks patience and should resign from her position cause this person can't seem to handle any sort of pressure. This person also lacks the technical knowledge, when dealing with something like this.
• So your forced to downgrade from an Core i9 to a Core i7 in for a "better" GPU and they claim to be a newer generation. I highly doubt you got a new generation of the same GPU. More like the exact same GPU as before but now you've got a much weaker processor than what you've originally paid for.
• Your original is a Core i9 10900 and the replacement is a Core i7. Assuming it's from the same generation and same model number, So Core i9 10900 is replaced with an Core i7 10700, it has way less cores and much slower frequency. See here for comparison.
• The gold parts that's rubbed off really isn't wired to anything so it shouldn't affect the GPU, but the physical bent, is definitely a problem, it shouldn't be bent like that.

[Middcore]

20 hours ago, BillBill said:

Contact the Better Business Bureau or another consumer protection agency. You've given HP too many chances.  

The BBB is not a government agency and has no power.

[BillBill]

59 minutes ago, Middcore said:

The BBB is not a government agency and has no power.

I never said that they were a government agency. The BBB can help a person resolve their issue. They can also try the FTC or their states attorney generals office. That's why I said this "Contact the Better Business Bureau or another consumer protection agency" What does "has no power" even mean? 

[Godlygamer23]

2 hours ago, NumLock21 said:

• The HP tech they sent over, they pulled out your component and then put it back together. What components? Did that tech brought spare components with them or did they just pull everything out of your original unit, then put it back together in hopes of a miracle that it will start working again? So they've conclude the issue with your unit not working is the power switch, so they don't have a spare switch with them and have to come back a 2nd time.
• So 2nd time comes they have a new power switch and yet your unit it still not working. They ask you for assistance?! Why would a "certified" tech need to ask a consumer for assistance?! This definitely looks like, that person have absolutely no idea what they are doing, because if they actually do know what they're doing, they would have not need to visit you the 2nd time. They would have came to your place well prepared by having their parts tested before hand. They could have easily bring at least one or 2 of the same unit you have as spares for troubleshooting or simply just give you that replacement, if your unit is still under warranty.
• The gold parts that's rubbed off really isn't wired to anything so it shouldn't affect the GPU, but the physical bent, is definitely a problem, it shouldn't be bent like that.

I'm not familiar with HP builds, but I cannot imagine it being fundamentally different from a normal PC...Whatever the wires connect to for the power switch probably could've been shorted on the spot to verify it actually was a power button issue.

 

As for the gold contacts on the MXM GPU, IMO it doesn't matter if they don't connect to anything. It's an indicator of what HP is willing to accept, and how they can handle components. It was luck that those specific non-functioning contacts got damaged...Had it been any other location along that connector, the situation would be totally different. It's best to address how it happened, even if the area is non-functional because next time it happens, it could actually be a functional region. Any other answer is just an excuse to not deal with the issue, and is unacceptable.

[Godlygamer23]

21 hours ago, Pickletickler9000 said:

December 21: The part arrives POORLY PACKAGED AND DAMAGED IN TRANSIT. They threw a graphics card in a bubble envelope and it came in severely bent. I politely call up HP and am complimented on my patience (this is important, trust me). They escalate my case.

The packaging of the MXM card is god awful, and HP should be ashamed for shipping something out in that sort of condition. I wouldn't even consider at all shipping something like that. The packaging should 100% be sufficient to protect the product inside throughout its journey, including after it's reached its intended destination. Carriers and couriers abuse packages a lot, and that assumption should always be made. Any packaged item should be able to take a good smack without affecting the item within the package, and do that multiple times, especially if the journey is far.

[da na]

33 minutes ago, Godlygamer23 said:

I'm not familiar with HP builds, but I cannot imagine it being fundamentally different from a normal PC...Whatever the wires connect to for the power switch probably could've been shorted on the spot to verify it actually was a power button issue.

 

As for the gold contacts on the MXM GPU, IMO it doesn't matter if they don't connect to anything. It's an indicator of what HP is willing to accept, and how they can handle components. It was luck that those specific non-functioning contacts got damaged...Had it been any other location along that connector, the situation would be totally different. It's best to address how it happened, even if the area is non-functional because next time it happens, it could actually be a functional region. Any other answer is just an excuse to not deal with the issue, and is unacceptable.

Can confirm, HP's proprietary PSUs have an "On" pin. However telling the customer to stick a paperclip in the PSU... if they hit the wrong pin, that could potentially damage a lot more than just the computer. Better to send out a new part that costs HP $4 to make than risk a lawsuit and bad publicity.

However, their ATX workstations do have a test circuit built-in to the PSU - when removed from the case, there's a button on the PSU that turns on a light which confirms the 5V rail is providing power. Shame the tiny baby workstations don't have the same.

 

That region of contact on the MXM card is used for power. Sure, the card would still work if it is heavily damaged on that one particular pad, but still not a replacement part that should be acceptable to send out. And wow, the other photo of the MXM card just bent in half...

[Godlygamer23]

8 minutes ago, da na said:

Can confirm, HP's proprietary PSUs have an "On" pin. However telling the customer to stick a paperclip in the PSU... if they hit the wrong pin, that could potentially damage a lot more than just the computer. Better to send out a new part that costs HP $4 to make than risk a lawsuit and bad publicity.

However, their ATX workstations do have a test circuit built-in to the PSU - when removed from the case, there's a button on the PSU that turns on a light which confirms the 5V rail is providing power. Shame the tiny baby workstations don't have the same.

 

That region of contact on the MXM card is used for power. Sure, the card would still work if it is heavily damaged on that one particular pad, but still not a replacement part that should be acceptable to send out. And wow, the other photo of the MXM card just bent in half...

I wasn't even suggesting that the customer do anything. This was all within the realm of what the technician should know right off the top of their head. Something that would allow them to confirm their suspicion right there on the spot.

 

That wasn't really the point of that part of my post. This was strictly about HP's quality standards, or lack of. I imagine though that if they weren't necessary or used, and they were making enough of them, they would simply have boards made without those contact pads. 

[Middcore]

1 hour ago, BillBill said:

 What does "has no power" even mean? 

Exactly what it says. The BBB can scare local small businesses like contractors and such with their "ratings" because boomers think they mean something (and there are documented cases of local BBB chapters basically extorting small businesses this way in the past), but a corporation the size of HP gives zero fucks about them. There is nothing the BBB can do to punish a business for poor practices or compel them to change if the business doesn't care about their rating. 

 

Here's HP's BBB page: https://www.bbb.org/us/ca/palo-alto/profile/network-computer/hp-incorporated-1216-207934 They already have an F rating and 1 out of 5 stars average customer reviews. What is BBB going to threaten them with to make them clean up their act? 

[Erioch]

37 minutes ago, Middcore said:

Here's HP's BBB page: https://www.bbb.org/us/ca/palo-alto/profile/network-computer/hp-incorporated-1216-207934 They already have an F rating and 1 out of 5 stars average customer reviews. What is BBB going to threaten them with to make them clean up their act? 

Yeah, the only thing the BBB does (besides collect dues for companies who will pay it) is to send your concern to the company.  The company can then respond.  It makes no difference who is right.  If they respond, they get a good rating, if they don't they get a bad one.  Looks like HP never responds.

[BillBill]

1 hour ago, Middcore said:

Exactly what it says. The BBB can scare local small businesses like contractors and such with their "ratings" because boomers think they mean something (and there are documented cases of local BBB chapters basically extorting small businesses this way in the past), but a corporation the size of HP gives zero fucks about them. There is nothing the BBB can do to punish a business for poor practices or compel them to change if the business doesn't care about their rating. 

 

Here's HP's BBB page: https://www.bbb.org/us/ca/palo-alto/profile/network-computer/hp-incorporated-1216-207934 They already have an F rating and 1 out of 5 stars average customer reviews. What is BBB going to threaten them with to make them clean up their act? 

That has nothing to do with ratings. You cannot even get a rating unless you are an accredited business. All you have is negativity. Down talking something. I had a good experience with the BBB more than once. I guess you'd rather see the guy not try to get any help. 

[BillBill]

1 hour ago, Erioch said:

Yeah, the only thing the BBB does (besides collect dues for companies who will pay it) is to send your concern to the company.  The company can then respond.  It makes no difference who is right.  If they respond, they get a good rating, if they don't they get a bad one.  Looks like HP never responds.

That's not how it works. If they do not resolve an issue then they don't get a good rating. Just talk bad about something without knowledge. 

[Erioch]

10 minutes ago, BillBill said:

That's not how it works. If they do not resolve an issue then they don't get a good rating. Just talk bad about something without knowledge. 

This is absolutely not true.  The company I worked for out of college had an A+ BBB rating simply because the owner responded to every complaint.  He didn't even have to make the customer happy.

 

I have direct knowledge.

[BillBill]

2 minutes ago, Erioch said:

This is absolutely not true.  The company I worked for out of college had an A+ BBB rating simply because the owner responded to every complaint.  He didn't even have to make the customer happy.

 

I have direct knowledge.

That's not true. If things are no resolved then they don't get a good rating. That's not direct knowledge when it's through another person.  

[Erioch]

13 minutes ago, BillBill said:

That's not true. If things are no resolved then they don't get a good rating. That's not direct knowledge when it's through another person.  

I worked there.  I saw it first-hand.  I read the complaints, the responses and the BBB replies.  A+ for responding at all.

[starsmine]

3 hours ago, BillBill said:

That's not true. If things are no resolved then they don't get a good rating. That's not direct knowledge when it's through another person.  

That is true. the BBB scope is very limited and the influence they have is minimal for multinationals. The BBB only tries to get issues addressed, not necessarily addressed in a satisfactory manner. The problems happening with HP in OPs case would need a government entity to slap them down for these issues. AKA a group with power. 

Could also win a small claim court, but that will be a major pain in the ass. 

[Middcore]

9 hours ago, Erioch said:

I worked there.  I saw it first-hand.  I read the complaints, the responses and the BBB replies.  A+ for responding at all.

 

I myself have worked in a job where part of my responsibilities was monitoring the company's BBB complaints and responding to them, so I am also speaking firsthand. All we had to do to maintain our rating was respond to complaints within the allotted time. It didn't matter whether we actually resolved the customer's problem. 

 

But this is irrelevant anyway, because HP clearly doesn't give half a shit about their rating, and there is nothing else BBB can do. Telling OP to contact BBB in this situation, while well-intentioned, isn't at all helpful. 

[BillBill]

9 hours ago, starsmine said:

That is true. the BBB scope is very limited and the influence they have is minimal for multinationals. The BBB only tries to get issues addressed, not necessarily addressed in a satisfactory manner. The problems happening with HP in OPs case would need a government entity to slap them down for these issues. AKA a group with power. 

Could also win a small claim court, but that will be a major pain in the ass. 

The point of everything is to try. As for small claims you represent yourself. 

[NumLock21]

17 hours ago, Godlygamer23 said:

I'm not familiar with HP builds, but I cannot imagine it being fundamentally different from a normal PC...Whatever the wires connect to for the power switch probably could've been shorted on the spot to verify it actually was a power button issue.

 

As for the gold contacts on the MXM GPU, IMO it doesn't matter if they don't connect to anything. It's an indicator of what HP is willing to accept, and how they can handle components. It was luck that those specific non-functioning contacts got damaged...Had it been any other location along that connector, the situation would be totally different. It's best to address how it happened, even if the area is non-functional because next time it happens, it could actually be a functional region. Any other answer is just an excuse to not deal with the issue, and is unacceptable.

The unit OP has looks like it uses laptop based components so I would assume the power cable won't be similar to one one we see in standard desktops. I'm leaning more towards something like a ribbon cable you'll find in laptops. For the gold connector, I do agree, even if it doesn't connect to anything on OP's card, HP should still need to handle it with extra care.

 

Specs for OP's system is a Core i9 10900 and a Nvidia Quadro P620. Maybe there is a newer gen of the same GPU, but I'm more learning towards the manager BSing on that part. The newer GPU OP got for downgrading from a Core i9 to a Core i7, is still the one that was in from before, Nvidia Quadro P620. As for the CPU, Core i9 10900 is a desktop socket CPU. If the tech that did the fix knows exactly what they are doing, they could've just install the CPU onto the new motherboard, unless HP has somehow permanently attached it to the motherboard, where it cannot be taken out.

Okay it's a socket CPU (skip to 17:55), the tech can easily have OP keep their Core i9. Forget the manager who forced OP to downgrade a Core i9 to a Core i7.

 

 

 

[SansVarnic]

-= Temporarily Locked =-

There really is no need for this type of condescension here.

 

-= Topic Cleaned =-

Please keep comments on topic, respectful and helpful to the OP.

If your comment was removed and you feel it was unnecessary please send an appropriate pm.

Edited January 17 by SansVarnic