Once again, I have a mechanical design problem with the OmniGo. The first time
occurred 4 months ago and involved a broken hinge and severed ribbon cable. HP
repaired my unit and returned it (3 weeks later) for no charge.
This time, a stress crack has formed in the RHS smaller hinge (the one on the
display side). It seemed to be caused by improper repair techniques from the
previous repair. The crack is propagating from folding and unfolding the
display and will soon completely sever the joint.
I called HP customer support and waited on hold for 20 minutes long distance, as
there is no 1-800 number for customer support (nice customer-in policy). They
said the unit will be repaired and if deemed a product flaw, at no cost to me.
The catch is that it will take them 2 days Fedex to get it, 10-14 working days
to fix, and 2 days return Fedex. This is about 2 1/2 weeks minimum without an
Ogo. I asked if there was any way to get a replacement or temporary unit in the
meantime, and HP replied that I could buy a refurbished unit for $65 and return
my current OmniGo. Unacceptable.
HP, in the past, has always had excellent product design and customer support.
I am dismayed at the lower quality seen in both concerns with the OmniGo. I
feel that 2 1/2 weeks or more repair time is not acceptable when product quality
is in question.
Just thought you all might want to know what happened.
Omnigoless in Seattle,
Jeff Hinman
ust941@edcca4.bgl.ca.boeing.com