Manufacturer Warranties and Protection Plans

[pcattoo]

So November 2009 I purchased a HP P6210Y Desktop.  It worked fine for just over a year until the HP assistant software asked me to confirm an update to BIOS (Strange, not very common at all, but if they are telling me I need it- I must!).  In the process of it updating the computer froze, and the Motherboard(1) became a brick.  After a large amount of personal troubleshooting attempting to get the machine to post, I contacted HP and was escalated due to the freeze occurring during a recommended update.  They graciously sent me a new MB(2).  I installed it- nothing changed. 

Talking to the service line again they required that I pay them for a service charge for me to send my computer to them to install a new MB (3), because I had already troubleshot with a new PSU, CPU, (GPU is integrated), RAM, and all peripherals I agreed (it can only be the MB then!).  They swapped it out and it came back in working condition- I was a happy camper. 

Fast forward two months and I decided that the integrated nVidia 9100 wasn't going to be able to do what I wanted it to- so I purchased a GTX 560 OC (factory Overclock) by Asus.  Installed it- doesn't work.  Called up HP again, and 3 service tickets, 4 shipments of my computer to HP, and a new MB (4) the computer STILL will not recognize any sort of new GPU I install.  I have verified that my PSU is MORE than adequate, that each GPU is in fact working (by testing them in another computer), and that the cards are seated properly.  HP says they can get it to post with every card they have put in, and they think it's because their cards are OEM ones while mine is aftermarket- straight from asus.

I understand that when I'm on the phone with tech support from HP all they can really do is offer to replace my MB (again, and what's #5 going to do that 1-4 couldn't?), and they can't do much else... I'm at wits end and all I want at the end of this day is for my computer which is "working" to work with the nice shiny new GPU I purchased (and works with other rigs)!  This may be a line I'm tossing in the dark but with this situation I feel like there isn't much else to do!

[SoMeAm]

Hello Patrick.

One of our Best Buy Partners sent me a private email directing me to your posting.  Thank you, Best Buy!  We regret that there hasn't been a satisfactory resolution to your motherboard issue, even after having sent the computer to repair multiple times.  Using the name in your profile, I was able to locate your recent HP ticket number and repair history.  I see that last week the unit was returned from repair.  I will contact you via your private email for details regarding the post repair issues.  Then we can determine the appropriate course of action.

Regards,

[Mariel-BBY Retired: Community Connector]

Hi pcattoo,

Thanks for your post regarding your HP issues. It looks like Priscilla from HP is going to intervene, but please let us know if we can be of further assistance.

[SoMeAm · Accepted solution]

Hello Mariel,

Yes, currently HP is reviewing Patrick's issue.

Regards,