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Thread ID: 85511	2007-12-13 00:10:00	HP OS not supplied with Warranty repair	Thebananamonkey (7741)	Press F1

Post ID	Timestamp	Content	User
620730	2007-12-13 00:10:00	Hi all. My GF's laptop (an HP dv2000) recently had HDD failure. We took it back to where she bought it and had them repair it under warranty. They replaced the HDD, but didn't install Vista. The explanation given was that we hadn't supplied them with a recovery disc, and they didn't have any for that particular laptop. I had assumed that warranty repair would mean that we would be given the computer in usable condition (eg: with OS installed) so I rang the repair company. They said that HP doesn't supply an OS disc with computer purchase, and that instead what they had was an app where I could make my own recovery disc. They also have a hidden partition with the same software. As the HDD failed this partition is useless, and I didn't create a recovery disc. Now in order to restore it to factory settings I'm going to have to pay for HP to give me another disc. This doesn't really feel particularly legal to me. Does anyone have any ideas??? I could just install Vista from another cd and download drivers etc. but at the end of the day, I don't really think HP can morally do this. Thanks (and sorry for the essay)	Thebananamonkey (7741)
620731	2007-12-13 00:29:00	I could just install Vista from another cd and download drivers etc. but at the end of the day, I don't really think HP can morally do this. I agree. What they have done is wrong and you should jump up and down about it (not literally, of course, but you know what I mean) and insist they put it back how it was when purchased. Where was it bought from?	FoxyMX (5)
620732	2007-12-13 00:38:00	I had to call HP on another matter for a customer of mine and while doing so asked regarding your question here - Here's the answer Direct from HP Service Center in Wellington - If the laptop was taken to a Authorised HP repair center, and had the Hard Drive replaced under warranty, you would have been given a HP Reference number. The OS would have been reinstalled, even if you had not made the recovery DVD's as its HP's policy to return the laptop with a working OS, unless the customer says not to install one. A Authorised HP repair center has images available for all their products, and it would have been put back to factory standard from new. Any data that was lost is up to the customer to replace from backups. So if the repair place you took it to says they don't have a HP image - then they are prob not a Authorised HP repair center. And theres the Key words a Authorised HP repair center. If you do have the HP Reference Number, call the actual HP repair center, in your area with the number Here are the locations (welcome.hp.com) tell them what has happened and they will "put it right'. PS: Welcome to PressF1 :)	wainuitech (129)
620733	2007-12-13 20:44:00	I just called HP on the number above . . . talked to India, as you do these days . The guy said that they could reimage the laptop and install the recovery partition, but that this wouldn't be done under warranty . This isn't really good enough though is it? I bought it from Harvey Normans and they had it repaired through a wellington company called connect . I talked to them and they said that they would have installed an operating system but they didn't have the discs for my model of laptop . So I'm going to install a commercial copy of vista and download the drivers, but I really don't think I should have to . It seems they don't want to "put it right", is it standard practice not to issue an OS DVD with a new comp these days???	Thebananamonkey (7741)
620734	2007-12-13 20:49:00	It seems they don't want to "put it right", is it standard practice not to issue an OS DVD with a new comp these days??? Yup, if you buy one of the 'big brand' machines like HP/Compaq, Dell, Toshiba, Acer etc. There will be some software on the machine that will prompt you to make your own recovery discs, usually each time you boot up until you have done it. If you go to a good computer store, who custom build their own machines, you will usualy get an actual copy of the operating system disc.	CYaBro (73)
620735	2007-12-13 20:53:00	No most laptops and desktops have the recovery partition . And a program that you're meant to use, to make the recovery CD/DVD . Which is why they dont come with a cd or DVD . I had a similar prob with a laptop I fixed . I couldnt get in it because it was full of crap / malware . It kept crashing, when I booted into XP . In the end I had to connect the hdd, to this PC (it was a SATA hdd), and copy the ISO's from it to this hdd . Then burn the ISO's to cd with Nero . Only diff was, the hdd that was on this laptop wasnt totally knackered .	Speedy Gonzales (78)
620736	2007-12-13 20:56:00	I bought it from Harvey Normans and they had it repaired through a wellington company called connect . They ought to be dealing with Visual Group for a start . . . . :groan:	wratterus (105)
620737	2007-12-13 21:00:00	I don't see this as being your issue. You purchased from Harvey Norman and that is who you have a purchase agreement with. It is up to them to get the problem sorted out. What they do with it and who they send it to is not your problem. If they have sent it for repair to a none authorised HP agent then it's harvey Normans problem to sort. If they quote that it was your job to create the backup, ask why you were not told of that when you purchased (I assume you weren't told- no one normally is) and that you have confirmation that a Authorised HP repairer will restore the OS as part of the repair/warranty. If me I'd be jumping up and down at Harvey Norman.	berryb (99)
620738	2007-12-13 21:01:00	I'm just annoyed. The DVD drive stopped writing about a month before the HDD crashed. I wasn't aware that it didn't come with an OS, and it wasn't me who ignored the recovery disc message. It just seems to me that if its that easy to create a recovery disc then why don't they just pack one in with the laptop? A dvd costs them like 20c, and costs me $5. Plus how many of your average users actually understand the significance of a recovery disc??? And how many people who do understand that expect to have the HDD crash??? The only reason I can think of for them not shipping the OS with the comp is to get money from people in my position. What was even worse was that the man on the phone wouldn't tell me how much it would cost. He said that I'd find out when they received the comp at the service centre... WTF??? How dumb is that?	Thebananamonkey (7741)
620739	2007-12-13 21:04:00	I'm going to go in to harvey normans and point my fingers at them in the manner of a person with a gun... I'll be wearing a chuck norris-type face at the time. I'll see what I can do. Thanks everyone for being so helpful. I was reccomended to this site by a friend, and I really can't believe how useful it is!	Thebananamonkey (7741)
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