Slate 500 Touchscreen: December 2, 2010 - February 10, 2012.

[Hattori Hanzo]

Wow.
This really does suck. I can tell some bad stories about support, too, but this is really outstandingly bad.

Good luck that it gets better and goes faster than currently expected.

[Bronsky]

Wow.
This really does suck. I can tell some bad stories about support, too, but this is really outstandingly bad.

Good luck that it gets better and goes faster than currently expected.

I think I made some progress this afternoon. After sending HP a copy of their own email and their own website indicating that I have a registered warranty and a couple of follow up calls, I have a case number. So, I'm hoping that they will be sending my shipping box now but no one will confirm it. Through it all, I still could not get anyone to hand me over to a supervisor. I'm wondering what happened here.

Edit: Those of you who have had to send a unit back under warranty, did HP inform you that a shipping box was on its way or did it simply show up?

[Rick]

Sorry to hear about your mishap and poor service experience. I have forwarded to a Service Manager.

There is only one piece of cover glass which has a film on the back. We did not qualify the Slate 2 digitizer on the Slate 500 so the service replacement will be the original. As a rule, we don't upgrade hardware via service or mid product that requires an image update (new driver) at the request of many corporate customers.

Can you send me your case number so I can prep the service team.

Rick

[Basset Hound]

I sent my 2740p in for some repairs covered by the three year accidental damage coverage I purchased with the computer. I did it all online rather than calling them up and I had no problems whatsoever. I explained what I wanted done and it was sent to HP, I quickly received a case number and an email saying a box had been sent to me (with a tracking number), and instructions on what/how to pack the computer in the box. Got the box, packed up the computer and sent it back to HP. They received it, repaired it, and sent it back all within about 3 days. From the time I opened the case to the time I had the computer back was about 7 days including a weekend. I was actually surprised at how smoothly it went and was happy with the service.

[Bronsky]

Thanks Rick ... sent you a PM with the case #. Just got home from Florida so I'll be backing up my system and waiting for the service box to arrive. Anything you can do would be greatly appreciated.

That is wierd about the glass being one layer. That means that the crack has not yet worked its way all the way through yet. On the replacement, I was just wondering if NTrig was making replacement parts with the upgraded technology but your explaination makes sense.

@Bassett Hound - thanks. I think that means that my box is not yet on the way.

Edit - thanks for giving this your attention Rick.

[Bronsky]

Drop box is on its way. Tracking number and all. Thanks very much Rick.

Tracking information indicates that the box is coming overnight and should be here by tomorrow. That means I can have my slate on its way to the repair depot by tomorrow. HP should have it by monday. Hopefully, I can have it back by the end of next week. Can't wait to try W8 beta.

You must have shaken everybody up Rick 'cause after hearing nothing for a few days, I'm getting calls from all over the world.

[Bronsky]

Packed-up and ready to go.



Hopefully, it'll be back in time to load W8 Beta. Can't wait to give it a try.

[ships10]

So glad you got things sorted out.
Hopefully it will serve you longer than another year!
I wonder what we would do without Rick? !

[Bronsky]

Even with Rick it took a week to get the drop box. I get the feeling that something was truly effed-up and it would have taken forever to have resolved without intervention. So, I have no idea what we would do without him around. Stay healthy Rick.

Edit: Drop box arrived in Houston at 8:55 a.m. It's in HP's hands now. Would be great if they could get it back to me by the end of the week.

[Bronsky]

Drop box arrived in Houston at 8:55 a.m. It's in HP's hands now. Would be great if they could get it back to me by the end of the week.

Wow! That was impressive. HP had my slate for less than 8 hours. Incredible turn-around. Thank you Rick.