I sent my laptop in to be repaired due to an issue I had with a hinge not moving anymore, meaning I could only close the laptop by popping out parts out of the screen. (See pics at the end)
Anyway, after a call with the customer support they said that it’s part of my warranty and they’ll repair it for free. When I received it back, I needed to do a fresh install of windows with all my files gone. Did they for some reason hard reset my laptop or did they just send me a new one?
Also not really sure on what sub to post this in and I’ve been lingering in this one for some time now.
6 Comments
They probably sent a new unit but it’s pretty shitty customer support to not move the drive across too or at least warn you before you sent it to backup everything
if it was a new one they usually change the ssd and hdds. i don’t know what happened too.
Yes, it is possible (even likely) that you received a different unit back from the manufacturer.
It’s called a chassis swap. They do it this way because it is faster. Many times, like with this hinge issue, the manufacturer will simply ship an entirely different unit (that has the necessary repairs and/or design modifications to correct the issue) back to the end-user.
I do not know what the current process is, and this may have changed, but when I used to run field service for HP, as part of the RMA process, end-users were directed to back up their data, and remove any hardware that did not ship with the unit (i.e. 2nd hard drive, memory kit, etc.) prior to shipping it back to the manufacturer for RMA.
Off topic but I love to see that power button location
They might have replaced it, but it’s basically standard practice to wipe the system so they can test it before shopping it back.
I am a certified hp repair tech for a college that issues hp laptops to it’s students as part of the curriculum. We do warranty repairs in house for all the models we have. Currently we have been waiting on displays for over 3 months because ho appears to be completely out of different models. We sent in a few to be repaired directly by hp to see if it would be faster, however they are also waiting on screens.
It’s very possible it was faster to ship you a new machine rather than wait for whenever screens show up.
And yes this happens often that ho is unable to fulfill warranty orders and we have to wait months for replacements.
Edit: also I’d like to note that on the x360 1030 g3, (last years graduating senior machine) the hinge popping out was a wide spread issue. It started with the hinge getting so loose that the screen could barely stay up, then eventually blasted itself through the screen. Your laptop looks similar to that model so I’m curious if it’s a similar issue