Previous Thread
The optical drive in the HP TouchSmart is, as far as I know, a standard SATA drive.
An alternative would be to buy a USB-based optical drive. Or, if you can, copy your data to a different computer and use that for as long as it takes to have the unit repaired.
I wouldn't recommend having a drive sent from HP Support and doing the replacement yourself, because opening the unit and re-assembling everything is quite tricky and might void your warranty too.
Need a need dvd drive for my HP Touch Computer it failed after only 3 months, got HP on the phone and they said it could be sent to me and that I had to put it in or send them my whole computer and it will take more than 2 weeks to repair. Is there any other way to get this done ? I need the computer it has all my business stuff on it and the person at HP could care less, they just hung up the phone on me when I said that there was no way that I should have to wait 2 weeks for a repair, I said they could overnight it but it seems that HP is not willing to go in that direction! Need help fast!
November 16, 2008 11:44 PM
November 17, 2008 9:58 PM
You might be surprised at how quickly HP may in fact get your computer back to you.
I have to give HP some kudos regadring customer service. I had a laptop where the connector for the power cord snapped inside the unit. My laptop had no way to charge the battery once that happened. This occured just a few days after my warranty period had expired. I called HP, explained the situation, and was just asking if they could sell me the part so I could attempt to fix the laptop myself. Instead, they offered to go ahead and repair the laptop free of charge. They sent me a shipping container the next day, I sent my laptop off to them, and in about 2-3 business days I had my laptop back good as new.
I never expected HP to do this for me. It was smart though because it certainly helped to make me a loyal customer. Since then, I have bought another HP laptop, the HP IQ504 TouchSmart, an HP Color Laserjet, another HP Laserjet, and the HP External Lightscribe DVD Writer.
If I were you I would try to speak with someone else at HP because it could just be a matter of having reached one particular customer rep that didn't care whereas someone else may be more helpful.
December 16, 2008 2:36 PM
updated: February 4, 2009 6:43 AM
I sure am glad you had a positive experience with HP. As far as I am concerned, there is nothing bad to be said about HP's Customer Service because I have not found any. All HP wants from you is a sale. Your needs, as far as warranty or service goes, do not matter one bit.
I have sent my dv7-1133cl back for a refund. The HP large format printer that I have been eyeing is no longer in the picture and all HP products are no longer on my list simply because I do not trust HP as far as I can throw their headquarters building.
Or, to be more precise, HP can kiss my ass.
They threw me away as a customer and now I am throwing them away as a supplier. Quid pro quo.
UPDATE
Feb 1, 2009
Since I posted this, I have been contacted by HP and they have bent over backwards trying to rectify the situation. They have actually gotten me back as a customer. Just thought everyone should know.
Pete
Another update:
My TS is ordered and will be in my house the week of Feb 9th. I'm getting all fidigity now.
Pete
January 4, 2009 1:38 PM
updated: January 4, 2009 1:42 PM
Sorry to hear your experience ! I suggested you try to call them again and see if they have better solutions! It does take some time to repair a computer anyway.
I have to say I like HP service.
I bought a few small accessary from HP and one of them did not work for my TouchSmart computer and called them for returnning and refund. No questions! And seems even if they gave me full refund without asking ship the items back! I guess this is quite cheap accessary (7 bucks only) and it is not worthy to ship back. But certainly, I like their postive response and after that, I always try to buy something from HP because I know I will have 100% warrenty from HP!
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February 22, 2009 8:02 PM
Another thing that I have found successful about dealing with customer service is no matter how mad you are, be as plesant as you can. Being polite usually puts anyone on the other end of the phone in a good and responsive mood and willing to help. Mouth off at them and you put them on the defensive and they are less likely to help you...or bend over backwards to help you. If you are not getting satisfaction then you can ask to speak with a supervisor or have your case elevated to the next level of support. Or, simply call back and hope that you get to speak with someone else.
I own a computer business and deal with several of the big manufactures support lines (yes, I have to call the same as everyone else) and my experience has been varied. I know which companies I like to call..and HP is one of them, and I know the companies I dread to call.
David
http://i99.photobucket.com/albums/l299/xz550rj/HPMagicGiveaway.jpg
Woohoo! I won my Touchsmart!
March 16, 2009 2:42 AM
updated: March 16, 2009 2:43 AM
POOR CUSTOMER SERVICE!!!! That's simply to good a statement!!
I spent 15 minutes on the phone trying to give the cust rep. my product serial # and my name. Finally I hung up figuring I would call back and get a representative that's more responsive. The next rep. was worse. I spent over 45 minutes on the phone and couldn't get the rep to understand my problem.
BOTTOM LINE: these HP Customer Service Reps are having a problem understanding ENGLISH (seriously) and when they don't understand they don't even talk.
I asked for a supervisor and was told nobody is on the floor.
I'm really suprised at HP.
I'm going to return the product and purchase another brand.
March 16, 2009 10:10 AM
Which support phone number did you call? There is a dedicated number for HP TouchSmart customers.
March 16, 2009 3:06 PM
I also had terrible experiences with HP repair service. When I sent my TouchSmart in for repair of 2 items that were broken when I received it from the HP online store, it came back with those 2 items still broken and the main support bracket broken (and the technician's test CD in the DVD drive). Their service people simply told me to send it back again, and the supervisor wasn't very nice about it. Eventually, I went to the credit card company and 10 days later I received a call from a very nice customer complaint representative, who was ready to send out a new computer and issue an extended service warranty. Although I decided not to keep the computer due to the poor repair service, at least the customer rep was nice and cooperated with me.
March 16, 2009 5:51 PM
I've got both good and bad customer support issue with HP's Touchsmart group.
I had the IQ770 from hell, it went back and forth 6 times last summer to HP Tech support, and each time it came back something new and different was either broken or didn't work. They were always very courteous, professional, and helpful, and each time it went back for repair, they fixed that issue, but created new ones.
This was a 2nd PC in the house, so while I miss it, it's not my core PC, and they finally asked if they could replace it with an IQ506t, they did, and it's operated flawlessly.
So while the tech folks weren't quite up to the level they needed to be on the IQ770, the dedicated Touchsmart customer support folks were top notch.
March 20, 2009 12:31 PM
CarolinaPhotoguy said: I sure am glad you had a positive experience with HP. As far as I am concerned, there is nothing bad to be said about HP's Customer Service because I have not found any. All HP wants from you is a sale. Your needs, as far as warranty or service goes, do not matter one bit. I have sent my dv7-1133cl back for a refund. The HP large format printer that I have been eyeing is no longer in the picture and all HP products are no longer on my list simply because I do not trust HP as far as I can throw their headquarters building. Or, to be more precise, HP can kiss my ass. They threw me away as a customer and now I am throwing them away as a supplier. Quid pro quo. UPDATE Feb 1, 2009 Since I posted this, I have been contacted by HP and they have bent over backwards trying to rectify the situation. They have actually gotten me back as a customer. Just thought everyone should know. Pete Another update: My TS is ordered and will be in my house the week of Feb 9th. I'm getting all fidigity now. Pete
I purchased a HP touchsmart 510 computer the end of January 2009 and it has been back to HP three times - they have had it more than me. They have replaced the hard drive twice and the DVD drive but refuse to replace the computer. The last time it went in for repair they had it two weeks and it was returned with glue stuck to the whole of the top pf the case. Apparently it has to have three hard ware faults before they will replace it and these have to occur under separate repairs to qualify for a new computer. I was so thrilled when I first received my computer, did all the research, sung its praises but am absolutely gutted. I am intending to take this matter up with my local trading standards office.
March 20, 2009 12:32 PM
Diane said: I've got both good and bad customer support issue with HP's Touchsmart group. I had the IQ770 from hell, it went back and forth 6 times last summer to HP Tech support, and each time it came back something new and different was either broken or didn't work. They were always very courteous, professional, and helpful, and each time it went back for repair, they fixed that issue, but created new ones. This was a 2nd PC in the house, so while I miss it, it's not my core PC, and they finally asked if they could replace it with an IQ506t, they did, and it's operated flawlessly. So while the tech folks weren't quite up to the level they needed to be on the IQ770, the dedicated Touchsmart customer support folks were top notch.
I purchased a HP touchsmart 510 computer the end of January 2009 and it has been back to HP three times - they have had it more than me. They have replaced the hard drive twice and the DVD drive but refuse to replace the computer. The last time it went in for repair they had it two weeks and it was returned with glue stuck to the whole of the top pf the case. Apparently it has to have three hard ware faults before they will replace it and these have to occur under separate repairs to qualify for a new computer. I was so thrilled when I first received my computer, did all the research, sung its praises but am absolutely gutted. I am intending to take this matter up with my local trading standards office.
March 21, 2009 1:16 PM
SHAME! SHAME! SHAME!
At todays prices CUSTOMER SERVICE IS TRULY built in to any product retail price.
That's O.K. except that when you call HP for CUSTOMER SERVICE it just makes the experience worse!!!!! The object should be to resolve the problem QUICKLY & RESPONSIVELY!!! witout getting the customer more upset.
HP will learn as did DELL and many other big names have, that CUSTOMER SERVICE can make or break a product..
A BAD CUSTOMER SERVICE EXPERIENCE MEANS A POSSSIBLE LOST CUSTOMER!!!
March 21, 2009 1:31 PM
BUSHMAN4 said: SHAME! SHAME! SHAME! At todays prices CUSTOMER SERVICE IS TRULY built in to any product retail price. That's O.K. except that when you call HP for CUSTOMER SERVICE it just makes the experience worse!!!!! The object should be to resolve the problem QUICKLY & RESPONSIVELY!!! witout getting the customer more upset. HP will learn as did DELL and many other big names have, that CUSTOMER SERVICE can make or break a product.. A BAD CUSTOMER SERVICE EXPERIENCE MEANS A POSSSIBLE LOST CUSTOMER!!!
Wow,
That's actually not at all the way it works, in these times, it's about cutting costs, and trimming as much as possible, and one of the first places that's heavily cut is Support, not just at HP or Dell, but in almost any business.
I know people would like to go back to the good old days when support was staffed with talented friendly people, but in an environment where the almightly buck rules all purchasing decisions, the manufacturers have learned that gutting the support lines is part of doing business.
It's not pretty, but it's the way of the 21st century, and I don't like it either, but it's certainly not at all accurate to say "customer service is built into the price"
The fact that HP has a dedicated TouchSmart group for support shows quite the committment to the product line.
Diane
March 21, 2009 3:33 PM
I thought having a dedicated TouchSmart group would help, but not in my case. The support supervisor was rude and the computer came back unrepaired and with another broken part. And that is only part of it. They sent the wrong size return shipping box 3 times. The repair tech left his test CD in the computer when he returned it to me. Only the customer service rep who called after I had the credit card company intervene was pleasant to deal with. HP did lose a customer with me because their performance did not match their promise--not even close.
March 21, 2009 4:13 PM
THANKS FOR YOUR RESPONSES. JUST TO LET YOU KNOW THE LAST TIME MY COMPUTER WAS RETURNED FOLLOWING THE ALLEDGED REPAIR THERE WAS GLUE STUCK TOTHE TOP OF THE CASEMENT AND I QUESTION WHETHER THE BACK WAS ACTUALLY THE SHINY NEW ONE THAT WAS ON IT WHEN I FIRST PURCHASED IT. THE COMPUTER WAS ALSO RETURNED TO MY PLACE OF WORK WITHOUT A BOX SO I HAD TO CALL MY HUSBAND TO BRING THE ORIGINAL BOX I PURCHASED IT IN TO TAKE IT HOME SAFELY. I HAVE BOUGHT MY COMPUTER ON HIGHER PURCHASE DO YOU THINK I SHOULD CONTACT MY LOAN PROVIDER AND ADVISE HIM OF THE SITUATION - PERHAPS THEY CAN DO SOMETHING?
March 22, 2009 9:12 AM
MICH said: THE COMPUTER WAS ALSO RETURNED TO MY PLACE OF WORK WITHOUT A BOX SO I HAD TO CALL MY HUSBAND TO BRING THE ORIGINAL BOX I PURCHASED IT IN TO TAKE IT HOME SAFELY.
Rather then add fuel to the all caps rant, you say something I've quoted above that makes no sense, and in such a way I have to wonder about the accuracy of this.
How does a computer get back to your office without a box? you can't just slap a label on the screen and have UPS or Fedex deliver it.
It sounds to me that there's a lot more to this story then is being told.
Diane
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