Last Update: 5 Feb 2002
What do you do when your new notebook computer crashes constantly? You run the diagnostic disk that comes with it. What do you do when the diagnostic program says "SystemBoard bad"? Hopefully, something better than...
14 Jan - The Monday it all started. Call John @ HP Tech Support. HP arranges shipment for tomorrow. "Make sure somebody's there between 1 and 5 PM". I pack up the computer like Fort Knox.
15 Jan - No pickup, and FedEx has no record of anyone requesting such. Call Joel @ Tech Support. HP assigns new tracking number, meaning I have to unpack the computer to attach the new number. Re-package. Arrange for pickup at work, tomorrow for sure, between 1 and 5.
16 Jan - No pickup, no record at FedEx. Call Nigel @ Tech Support: says 'try it again tomorrow'.
17 Jan - Surprisingly, computer ships to HP Repair Facility.
23 Jan - Computer returns, hard drive reformatted. Included repair sheet says: "Hard Drive" replaced--no mention of repaired/replaced SystemBoard. Diagnostics still say "SystemBoard Bad". Call Wally @ Tech Support. HP arranges for re-return of the computer, between 1 and 5 PM tomorrow. I pack the computer, including photographs of the error message on the screen, written instructions to not return the machine without fixing the system board, and floppy disk error logs.
24 Jan - No pickup, no record at FedEx. Call Robert @ Tech Support: says 'OK, now we'll escalate you. Expect a HP engineer to call within a week and a half'.
25 Jan - Despite the apparent progress in escalating the issue, FedEx shows up. What the heck, I ship off the computer.
28 Jan - Call Chris @ Tech Support. Mention that FedEx came by anyway, and I shipped the computer. Says: "Good. That's what you were supposed to do".
30 Jan - FedEx note on door. "Signature needed for delivery, please contact us to arrange a pickup."
31 Jan - Computer returns, hard drive reformatted. Included repair sheet says: "Unable to reproduce customer issue". No hardware repaired or replaced. Diagnostic disk still gives "SystemBoard bad" error message. They included a new sound card driver CD, which produces dire warnings against installing on Windows XP.
5 Feb - Called Tom @ Tech Support, for some (lame) reason, the previous escalation was rejected, so they need to reestablish a new one. 10 business days this time.
... to be continued ..
If you want to avoid these troubles, avoid HP computers, especially the Pavilion XH535.