Hewlett-Packard Company Compliment - HP Pavilion dv6208nr and HP Total Care
SAN ANTONIO, TEXAS -- On Friday July 13th the wireless internet card in my HP Pavilion dv6208nr laptop failed. The only way I could access the internet was by using a Ethernet cable and the Ethernet port on the laptop, so I found a spare cord and made my way to the HP.com website.
I did a quick search for my laptop model and took a look at the troubleshooting tips for loss of wireless connectivity. I followed several steps including reinstalling the WLAN driver. I also did a "Search for New Hardware" in my control panel as the Wireless card was not being detected. After the search the computer still did not recognize the wireless card.
I thought Maybe the problems were being caused by software conflicts on the computer. So I retrieved my thumb drive (USB Key) and quickly transfered all my documents and music over so I could perform a factory restore on the laptop (which is a troubleshooting step).
After about 45 minutes the computer was completely restored and still did not recognize the wireless card. So, from here I was out of ideas and it was time to contact HP. I'm not much of a phone person so I logged onto my desktop and launched HP's Chat Session communication option. I was immediately connected with a representative and told him of the issue. He asked me if I ran any troubleshooting methods and I explained the methods above.
Without much waiting he explained to me the laptop would have to be sent in for repair and since it was covered under the standard one year warranty there would be no charge. He asked me if I would consent to a mail in repair, I agreed, and he sent me some scripted information about the process and the time frame. It was at that time that I accidentally closed the chat session!
At this point I thought I would have problems trying to talk to another representative. So I connected to another chat session and spoke with a Kasey. I explained I had just accidently closed a chat session with another representative who was ordering me a mail in repair order and if she could find out if it was completed. She said "Let me take a look" and then apparently found the order! She gave me some more scripted information and said I would receive a box to ship the laptop to HP.
On Monday July 16th I received the box (it was overnighted) around 2pm, I packed up the laptop and dropped it off at a FedEx Kinko's. HP received the laptop on July 17th at 6am. Wow! I also received a email from HP stating they had received the laptop and I could check on the status with an enclosed link. The link had a scheduled delivery date (back to me) of July 25th.
All week I had been so depressed without my laptop! LoL. And I called HP on July 24th to find out if it was on schedule. The lady I spoke with said unfortunately it had not shipped yet but she was unable to collect the information to find out what the status was but she would send a query to the technical support department to verify the status and would receive a response by the end of the day.
I forgot to call later in the night but on July 25th, around 2pm FedEx knocked on my door with the package to deliver! MY computer. Inside the computer was a note saying the computer system board had to be replaced and all was well. Unfortunately they did not include any cause for the repair. Perhaps it might have had something to do with a lightning storm we had overnight on July 12th.
HP did a wonderful job in helping me with my computer! They worked quickly and efficiently to get the notebook back to me as soon as possible and I was very satisfied. I was surprised they had paid for two trips of overnight packaging as well and they didn't charge me a dime!
Thanks for the hard work HP! I love you're computers!