After spending 6+ hours on the phone with HP Technical Support (not an exaggeration) attempting to convince them that the issue with our customer’s HP Slimline was in fact hardware related and not a configuration problem (that’s another story), they finally agreed to replace the motherboard under warranty. When we got the computer back and read the service report we were less than pleased…
Ok ok, so I could understand if there was a big nasty cockroach sprawled on the motherboard, I would be pretty grossed out too… but I would still pick it up (maybe with some gloves), throw it in the trash, and do the warranty work on the computer – because, after all, that’s why we sent it to HP in the first place.
Anyway, this is the menace that kept HP from their work:
So, this guy was so small we didn’t even see him before we sent it off, and even after we got it back we had trouble locating him. After a thorough search we couldn’t find any of his friends, in fact, except for the dead passenger, the case was pretty darn clean.
To clarify, there was one very small bug in this computer, which was enough for HP Service to refuse to replace the motherboard under warranty.
And after removing the offending creature, calling HP Support, explaining the situation, going through over-phone-diagnostics for the fourth time, and generally wasting our day, the HP Support technician informed my boss that according to his documentation, the warranty for this computer was completely VOID due to INSECT INFESTATION.
Because of one small dead insect ( < 1/4″ x 1/4″ x 1/4″ ) the warranty for this HP Pavilion desktop computer was completely void. After many days of 2+ hour long phone calls, a week for the RMA box to show, another week for the computer to be returned, and another 2 hours on the phone, we finally receive conclusive evidence that HP just doesn’t give a shit.