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  1.    #1  
    Hey all!

    So I just got my beautiful 32GB HP TP yesterday and I love it! Well, I noticed that the top of the screen and the bottom of the screen were bowed a bit. Then I noticed that the bottom actually has a gap between the screen and the casing right around the home button/USB area from where it bowed. So I did some searching and saw one or two other posts here about the issue.

    Well, I'm a bit OCD about my devices and it drove me nuts! Plus I'm paranoid about the screen either getting damaged or popping out by this flaw. So, I called HP once I saw the warranty on the device. They approved the RMA and are shipping a box out for repair.

    I saw one post with negative reviews about the repair process and I was wondering if anyone has had this issue and had the repair work done. Also, is it just not clipped in and with a gentle push it'll "snap" in without breaking? Is it worth doing the repair?
  2.    #2  
    Well, the box to ship my Touchpad came in today. Anyone have any input before I send her back?
  3. #3  
    I have the same problem on mine even after sending it in for repair on a semi related issue. The bowing resulted in a loose feeling home button that also happened to fail. I got a new home button but they ignored my looseness complaint and returned the touchpad with a loose, but functioning home button.

    I am tempted to try to disassemble it my self and try to remount the case rather than deal with returning it again.

    I'd be also curious to see how they repair yours so I could just send mine in again.

    Here's a thread about the home button problem, not sure if you are having that problem too:

    http://forums.precentral.net/hp-touc...sed-not-2.html
    Last edited by shadowofbob; 09/02/2011 at 06:35 PM.
  4. #4  
    a lot of people (including me) have this issue. but, dont worry about it. i understand the annoying-ness of it. the first day i discovered it, it drove me nuts. but, mine hasent gotten any worse.

    best to leave it alone and it really shouldnt cause any issues
  5.    #5  
    Hey all!

    I figured I'd follow up on this so everyone knows. I received my Touchpad from Repairs today.... untouched.

    I called them up immediately. I asked them what the technician notes were in the ticket since there was no communication of the findings or anything.

    The Tier I tech asked me if this was in regards to the "cracked screen". I laughed and said that wasn't even remotely close to why I sent it in. They promptly escalated me to Tier II (the Product Specialists).

    The Tier II tech told me to hold a few minutes so they could review the case notes. They jumped back on the line and with out a prompt from me began to apologize profusely. I'm not sure if they tie the phone recordings to the ticket but I'd imagine its possible with a call center of that size.

    Either way, they immediately offered to do the advanced replacement to make up for my troubles. They waived the $59 dollar service fee with out me asking (I'm glad they did 'cause I would have fought that one). I did accept the $365 deposit on a credit card though. They didn't make me fight any for this and the $365 would roll off so its still no cost out of my pocket.

    So, I give kudos to HP on this. I know I shouldn't have received the defective unit to begin with and it didn't get fixed on the first go round but they made up for it with out a fight from me so their customer service is still good even though there was a minor FUBAR situation.

    I DO recommend sending in for repairs and getting all defects straightened out as early as possible though. I asked the gentleman if the warranty starts over with the replacement device and he said "No". So, I still have another 351 days to catch any problems that the replacement has. It would be painful to get a different device with 30 days remaining and to find out that I get 4 or 5 dead pixels or something on day 31.

    So I'll be going over the replacement with a fine tooth comb to see what I get. Normally, refurbs go through a more stringent QA process so I don't expect too much to be wrong. I will be keeping my eyes open for the normal stuff though(e.g. cracks around speakers & USB, too warm of a screen, dead/stuck pixels, etc.).

    Anyways, that's what happened so far...... hopefully no more to follow.
    Last edited by QuantumSchema; 09/14/2011 at 07:18 PM.
  6. #6  
    This is making me a little apprehensive. My TP was there for about 2 business days before it was shipped back today (should have it tomorrow) for the same issue you had. Crossing my fingers it was repaired.
  7.    #7  
    Quote Originally Posted by Infinite Jest View Post
    This is making me a little apprehensive. My TP was there for about 2 business days before it was shipped back today (should have it tomorrow) for the same issue you had. Crossing my fingers it was repaired.
    I hope you have better luck than I. It seems like this should have been something simple for them. A simple "pop back in" would have sufficed. I just didn't want to have to figure this out and/or damage the device were no warranty would have covered it.

    Looking back on it, I should have put a sticky note on the TP around the area with an arrow that said "FIX THIS" or "NOTICE THE GAP".

    I would have given them another chance at repairing it just so I could have the opportunity to put the sticky note on there.

    ::NOTE TO SELF:: Always include a letter or something of the problem so the repair technicians know whats going on first hand instead of them relying on the translation of the conversation inputted by the CS rep.
  8. spiff72's Avatar
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    #8  
    Quote Originally Posted by QuantumSchema View Post
    I hope you have better luck than I. It seems like this should have been something simple for them. A simple "pop back in" would have sufficed. I just didn't want to have to figure this out and/or damage the device were no warranty would have covered it.

    Looking back on it, I should have put a sticky note on the TP around the area with an arrow that said "FIX THIS" or "NOTICE THE GAP".

    I would have given them another chance at repairing it just so I could have the opportunity to put the sticky note on there.

    ::NOTE TO SELF:: Always include a letter or something of the problem so the repair technicians know whats going on first hand instead of them relying on the translation of the conversation inputted by the CS rep.
    It's funny that you posted this today...

    I got my shipping box today, and the instructions provide no place for you to document the issue. So I did exactly what you suggested (before I even read your post) - I put a sticky note on the BACK of the TP with an arrow pointing to the edge that I have the issue on, stating "Screen is separating here". I did it on the back because I didn't want to get the residue on the screen (not likely that it would be an issue - but just being cautious), plus it is immediately visible when the box is opened because it is packed with the screen face down.

    I just had to pack up a Dell netbook with a battery issue yesterday, and that package had a document you filled out to document your service tag, and describe the problem you are having. It seems like this should be part of the HP package too. There is nothing to tie the TP that I sent in to my service order other than the shipping label on the outer UPS pouch (which likely gets thrown out), or the serial number of the Touchpad.

    I am curious how much trouble you may have had getting the initial repair order initiated? Did you buy direct from HP or a 3rd party retailer?

    This is my "saga" with HP customer support:

    http://forums.precentral.net/3155021-post62.html

    Thanks
  9. #9  
    same issue here, glass around home button is popping, dont mind as long as it works
  10. #10  
    Mine was tolerable until I started to be able to see the wires. If the techs can't see that, they're legally blind. Plain and simple.
  11.    #11  
    Quote Originally Posted by Infinite Jest View Post
    Mine was tolerable until I started to be able to see the wires. If the techs can't see that, they're legally blind. Plain and simple.
    I could already see things under there. :-( Sent it back anyways. Ya figured they could have QA'ed it there instead of taking the ticket literally.
  12. #12  
    A little update... Surprise, surprise, I got my touchpad back (the same unit, confirmed by S/N) and it was *drum-roll* untouched! The unit was not repaired in the least bit, but they did put a nice fancy plastic wrapper on it to make it look pristine (and they scratched the hell out of the back of it). Anyway, got on a chat with Palm and they're sending me an advanced unit (waiving the fee of course) after they call me tomorrow for my cc info. I guess the 2 business days in the repair depot was too good to be true.
  13. #13  
    Just saw this thread, thought I would chime in since I've got a similar issue. Sent the wifes touchpad in for repairs for the home button sticking, didn't notice (didn't look) if the screen and case were seperating at all. UPS has my TP being delivered this morning so now I'll be sure to check that it was fixed. Now I'm all paranoid that its not going to be fixed and gonna have to deal with these people again.

    Same thing happened to my HP laptop, power connector was loose so sent it in, got it back not fixed, had to send it in again, got it back and it was fixed. I guess they like wasting money on shipping.

    Seperate note, noticed the shipping today, its UPS next day air, shipped from El Paso TX, then to Albuquerque NM, then to Louisville KY, that was the last stop so far. I LIVE IN DALLAS TEXAS!! Why send something accross the United States twice if your destination is in the same state?

    I'll update after I get it in.
  14. #14  
    Yup, just like everyone else. Wrapped in the "Shiny New Plastic" and still broke. ARRRRGGGGGGGG That ticks me off. Now for a good 30 mins of RE explaining things.
  15. #15  
    damn i should have waited a few more days to send mine in.
    its not looking good for those of us looking for a repair.

    what a waste of time and money for hp.
  16. spiff72's Avatar
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    #16  
    Quote Originally Posted by QuantumSchema View Post
    Hey all!

    I figured I'd follow up on this so everyone knows. I received my Touchpad from Repairs today.... untouched.

    I called them up immediately. I asked them what the technician notes were in the ticket since there was no communication of the findings or anything.

    The Tier I tech asked me if this was in regards to the "cracked screen". I laughed and said that wasn't even remotely close to why I sent it in. They promptly escalated me to Tier II (the Product Specialists).

    The Tier II tech told me to hold a few minutes so they could review the case notes. They jumped back on the line and with out a prompt from me began to apologize profusely. I'm not sure if they tie the phone recordings to the ticket but I'd imagine its possible with a call center of that size.

    Either way, they immediately offered to do the advanced replacement to make up for my troubles. They waived the $59 dollar service fee with out me asking (I'm glad they did 'cause I would have fought that one). I did accept the $365 deposit on a credit card though. They didn't make me fight any for this and the $365 would roll off so its still no cost out of my pocket.

    So, I give kudos to HP on this. I know I shouldn't have received the defective unit to begin with and it didn't get fixed on the first go round but they made up for it with out a fight from me so their customer service is still good even though there was a minor FUBAR situation.

    I DO recommend sending in for repairs and getting all defects straightened out as early as possible though. I asked the gentleman if the warranty starts over with the replacement device and he said "No". So, I still have another 351 days to catch any problems that the replacement has. It would be painful to get a different device with 30 days remaining and to find out that I get 4 or 5 dead pixels or something on day 31.

    So I'll be going over the replacement with a fine tooth comb to see what I get. Normally, refurbs go through a more stringent QA process so I don't expect too much to be wrong. I will be keeping my eyes open for the normal stuff though(e.g. cracks around speakers & USB, too warm of a screen, dead/stuck pixels, etc.).

    Anyways, that's what happened so far...... hopefully no more to follow.
    Quantum (or anyone else),

    Just curious - did you keep an eye on the self service status via their website as they were "repairing" your TP? How long did it take from the time that they received it (as notified by your tracking number) until they claimed that it was "in repair"? I keep checking and still no updates. I was hoping for a quick turnaround, but I guess I shouldn't hold my breath.

    How long did it take total to get your TP back?

    Thanks
    Last edited by spiff72; 09/19/2011 at 08:01 PM.
  17. keplenk's Avatar
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    #17  
    I also have that gap. Good thing I don't have OCD, however, my wife does .. she is irritated about it.
  18. spiff72's Avatar
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    #18  
    Well, mine arrived at the El Paso facility on Monday around noon eastern time. I just got the "shipped" email at 4:30 eastern time on Wednesday. I am happy that I should be getting it back this week - but I REALLY hope that I don't open the package and find that they just put new shrink wrap on it and claim that there was nothing wrong with it.

    Fingers crossed here. The label has been printed, so no tracking info other than that yet. If it really goes out today (which I assume it will), I should have it when I get home tomorrow night.

    I will share my findings...

    Thanks
  19. #19  
    wow that is fast. Mine has been there since last Wednesday.
    no tracking yet... hopefully this means its actually getting a new cover.
  20. spiff72's Avatar
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    #20  
    Quote Originally Posted by lafester View Post
    wow that is fast. Mine has been there since last Wednesday.
    no tracking yet... hopefully this means its actually getting a new cover.
    Yeah - I am worried about the speed. Either they did nothing, or it was just an easy fix (squeeze it together and "click"?)...

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