Should Hewlett-Packard send me a loaner laptop?

I bought an HP Pavilion dv6000 laptop in June of 2007.  I had experienced strange issues soon after using the laptop, but thought these issues were Vista related.  The issue I experienced from the time of purchase was:

  • The notebook does not detect wireless networks and the wireless adapter is not detected in the Device Manager. [sporadically]

It was not until recently, when I read about this, this and this, that I started to search on HP’s website and found a Limited Warranty Service Enhancement for my laptop.  I thought this was a good thing, but I didn’t want to go through the ordeal of replacing my laptop for something that was a minor inconvenience. 

But as of last week, I am also experiencing another symptom:

  • The notebook does not start.

I decided to finally call HP and request service.  They happily agreed that this was a defective unit and are sending a package to ship the laptop back in.

Now, onto my issue.  I will be without a laptop for about two weeks. I own a business and provide 24×7 server monitoring / management and require a laptop at all times.

I suggest that HP should send me a loaner laptop (or the laptop they will already be replacing mine with) because of a defect in thier product line.   Why should I have to pay double (by purchasing another laptop) for a manufacturing issue?

I spoke with Stephen M. of HP’s customer complaint division, and he said that it is simply not possible, they will not provide me a loaner laptop.  I believe that HP should be required to send me a replacement laptop and let me swap the hard-disk / battery / RAM and send them the bad shell. The will likely send me a new machine anyhow.

Because of this experience, my next laptop will not be coming from HP.

I am ranting a bit here, but I think of how short-sighted HP is for not considering how much direct influence many people have over millions of dollars per year in hardware equipment purchases, and how a simple laptop replacement could effect these decisions.

I believe that all companies need to stand behind their product and name, and need to understand how much they inconvenience and cost their customers in terms of time and dollars.

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