I have had a terrible experience so far with HP's total care support. I purchased an HP Pavilion dv6 a coule of years back and had to replace the fan due to a 90B the first time in July 2013. Luckily, the first time it was repaired under warranty. The fan worked for another 6 months and broke again in December 2013 due to the same problem. This time, I had to pay $200 but the service order was thoroughly screwed up and I every time that I called HP to make sure that I would get my laptop on time at least and at the right location, you guys still managed to screw it up. I have called HP tech support to get the information in their records of all of the times I called to chronologically track what happened.
Dec 20 - Opened order to deal with issue. HP said they would send me a cardboard box to put my laptop in to send to the service center and that the box would arrive in a couple of days and that the fixing process would take about a week to complete.
Dec 23 - Box still did not arrive. Called HP to change my mailing address to Ottawa instead of Toronto address as they box was taking too long to arive and I wouldn't be in Toronto long enough for it to be repaired and sent back.
Dec 28 - Cardboard Box finally arrives! Nearly a week after it was supposed to arrive.
Dec 29 - As I am a student studying in Ottawa, and my break was finishing before I would receive my laptop BECAUSE I RECEIVED THE BOX LATE INITIALLY, I AGAIN called HP support to make sure that it would be sent to the right location in Ottawa INSTEAD of Toronto.
Jan 6 2014 - HP service center finally receives my laptop. Estimated delivery time to me is Jan 13th.
Jan 13th - I do not receive my laptop in Ottawa and call HP to figure out where it is. I initially called UPS to se if it hand been sent already and to make sure that they had the right address. UPS told me that the address had to be changed through HP. I call HP again. Tech support on the line tells me that my laptop has not been shipped as of yet and tells me that my address is still my Toronto address. I CHANGE MY ADDRESS TO MY OTTAWA ADDRESS FOR A THIRD TIME.
Jan 15th - I get a call from the Toronto address I was at during my break, saying that UPS had come by twice to deliver the laptop but no one was there to pick it up DESPITE THE FACT THAT I CALLED HP TWICE TO MAKE SURE THAT MY LAPTOP WOULD BE SENT TO OTTAWA AND NOT TORONTO. UPS says that on the third try they will send the package back to HP's service center. I called HP again to make sure that it is sent to the right place FOR THE THIRD TIME. The tech support guy on the other side tries to tell me that I made the mistake initally of giving a Toronto address and not the Ottawa one despite the fact that HE HAS ON RECORD THAT I TOLD HP TO CHANGE MY ADDRESS THREE TIMES ALREADY. I have absolutely no guarantee that I will even get my laptop now and this is scary.
How can it possibly take a week to get a carboard box? How can my address take another week to be updated in the system and still have HP not send it to the right address? On top of this, how can HP justify customers paying $203 for such a sloppy level of support. In 5 days, it'll actually be one month since I opened this request, for something that was supposed to take a week and I STILL DON'T EVEN HAVE MY LAPTOP. God knows if you guys even fixed it. Ridiculous. Absolutely ridiculous.