Speaking to Customer Relations about heat issue?

I'm wondering if it's possible to speak to a customer relations person regarding my MBP that was sent in for heat issues. Specifically, I would like to ensure they actually test it and don't just turn it on, check their email for 5 minutes, then proclaim it's "no trouble found".
I heard the W87xxxxx MBPs aren't running overly hot. If possible, I'd like them to replace whatever component is in mine that is fixed in the W87, or send me a replacement W87. I know, fat chance, right?
I simply want to avoid getting the same unit back without any changes or the same unit back with supposed "fixes", but with the same heat issues. I asked the genius last night what I could do if that happens and he mentioned speaking to customer relations. Does anyone have that direct # or think I might get anywhere calling them while my repair is pending?
Thanks in advance!

If this is the first time you have sent it in, make SURE you document it well. Be very clear about exactly what they have to do - in step by step fashion - to reproduce the problem.
If, for example, it requires the machine to be on for a few moments with no other software running, make sure it auto-logs in to a guest account with that setup, and that it does it right out of the box.
You can call customer relations, but it is not clear whether they will listen if they have not tried to repair it already. If this is the second time it has been in, though, it is probably worth the effort.
Scott

Similar Messages

I am so dissappointed with the Home Fusion. Does anyone have an email address where I can send a letter to customer service about my issue?

Sales rep in store pulled up the map and told me "Yes you are totally in a 4G service area." I knew I already had great connectivity thru my Jetpack but wanted the Home Fusion for at home. Installation was quick and easy, the installer was polite and courteous but did not tell me I had to purchase the insurance on the device less be responsible for any charges that occur if a tech has to come out and service it. Well, it worked for about 2 weeks and we had some storms roll thru our area and that was the end of my internet. After two painful calls to technical support and 2 trouble tickets submitted with no results I was very frustrated and upset. I felt that I had no other option but to have the tech come out and "fix" or "swap out" the antenna. Now keep in mind that there was no physical damage to the Home Fusion Antenna or Router, so I couldn't understand why the Home Fusion wouldn't work. Turns out the tech that came out to my house told me flat out that it shouldn't have ever been installed. The original tech I recall his name being Eddie, should have told me that the signal for the 4G Home Fusion was very weak and that the area that I am in is not quite a 4G Home Fusion area, it's on the brink and probably will be soon but for now it's shotty at best. However, I had to hear this from the tech that came out to replace the antenna, the antenna that there was nothing wrong with(per Levi). If the original tech Eddie would have leveled with me I would have opted to add the service later when we were completely in the coverage area. I still would have ordered the service, I would have continued to be a happy customer. Levi Bishop is the name of the second tech that came out to the house. He was very honest with me that Verizon was having a lot of issues with techs installing the equipment when they really shouldn't because of this issue, that Eddie is no longer with Verizon because of this.
I am at a loss because I do not feel that I should have been billed for a tech to come out to tell me the 4G isn't up and running quite yet for my area. I feel like I was taken advantage since your technicians are the ones who have this information at the time of install yet they don't share this very important piece of information with us and just do the install because that's what they are paid to do.

Jloe,
As I have posted before, You, and others having issues with Verizon would be much better off if you complained to the FCC and FTC as well as your Senators and Congressmen. We, as individuals, have such small voices - use them where they might do the most good.
Also, don't assume that Verizon doesn't monitor these postings, they actively do & sometimes contact those that post complaints.
Sorry for your problems. GC

Photoshop CS2 issues & Customer Relation's solution

i bought a g5 quad in June 06 that failed in july 06. they were unable to resolve the issue and gave me a replacement machine.
i was given a mac pro with 4GB of RAM and a terabyte of internal storage. the 2 oem 500GB Seagate 7200.10 hard drives took over 9+ hours to zero out: the apple store genius told me this was normal. i have since purchased 2 different hard drives. one of the same capacity which zero's out in under 2 hours. that number IS normal.
Adobe Photoshop CS2 Bridge and Camera RAW have never worked properly on this machine since i got it, quitting all the time when renaming files or browsing my hard drive folders in Bridge. i was told that this is normal and that CS3 and Leopard will fix all this. then the CS3 Beta came out and the machine quits even with the new version.
i contacted Adobe, they say it is my hardware. i went to the apple store and showed them the problem and was able to duplicate it on every mac pro in their store and they said it must be a software issue.
i bought more RAM from apple. the machine works somewhat better now, but it still crashes in photoshop and adobe camera raw and bridge. i purchased lightroom and have looked at changing my workflow, and this program too quits intermittently.
i called apple customer support again. they walked me through using a different user account. same issues. i asked to speak to customer relations. i got on the phone with the lady, and i asked if it was possible to send someone out to look at the machine since it is not working properly, and she said that it is not something they would do since it is not their problem. i asked if they would be able to help me decipher the crash logs so i can find out WHY the machine is crashing.
her exact words were, "well, maybe you can sell it? if it is giving you all these problems and since it is not our hardware, it might be best for you to sell it and buy something that works."
"sell it." i would like to say that "sell it" was not the answer i was looking for. i wasn't even mean to her. i was extremely polite and i got, "sell it" from customer relations. i hope none of you get "sell it"
good luck to all of you.

You use to use Windows but decided to move to Macs at some point, and not look or go back. And that the Quad G5 worked up until some point.
When I got my Mac Pro back in late August/early Sept, I ran into some oddities that no one could help me with. Drivers from Lexmark for their laser printers. Suffice to say that I spent weeks if not month trying to track down why etc. and doing the "clean install" but ended up with the original install disk image.
I'm always afraid if I am forced to install any drivers for now as a result.
I updated SoftRAID (I thought) and ran into every driver and extension conflict possible, known and unknown.
Clean install and avoided anything I could "live without" this time around, and it was stable. For a few days, any and every - and I mean absolutely anything I tried to launch, run or whatnot would CRASH.
I was ready to point fingers. But at whom? ah! must be the Ramjet. Passes all tests, but there must be a gremlin and nothing is good enough to find the cause.
System is now rock solid and stable.
I don't know really what or why. And whether it was SMC reset (I wish they would paint the button in RED!) or zapping PRAM/NVRAM.
I also installed Vista to see if it was OS X or hardware or not. But I never learned what is needed to really use and secure a Windows system - or troubleshoot it if it goes haywire. But you would.
I have spent 40+ yrs tinkering with computers, and 20 with Macs. I think I still remember some of the troubleshooting days from 1990 hunting down shareware bugs.
If it is hardware, it would fail running XP too, maybe? did you retain your license for and copies of Windows and CS2 or whatever you would use? (The Mac Pro really shines running Windows Vista from what I've seen).
It doesn't take a lot to turn a Mac into a crash-prone system. There are some bugs even with the OS update installer itself it seems.
Troubleshooting is as much art as science. Hunches based on what feels wrong with some sweat and guesses backed by some "CSI" sleuthing and detective work.
Only Apple or Intel would know if they have had to come out with re-designed chips, a newer motherboard, or cpus. Or the AMB used on the Risers.
As I said (5 pages ago?) a friend had a G5 Quad that would not run CS2 properly, was crashing etc. (and had on-site Care etc) and the latest logicboard (3rd) stopped the problems, CS2 runs faster and better, it doesn't crash, and the benchmarks show it.
There are revisions to logic-boards. I read it takes 3-6 months to get a pattern of a problem, and another 3-6 months to redesign parts, manufacturing, testing, between engineering prototypes and manufacturing.
I thought the whole idea of AppleCare was sort of the "care" in AppleCare. And to solve a problem.
It would take someone with access to what engineering errata is going on. What changes were made to G5s. There were other problems with Quad it seems as well, heat, the liquid cooling components (there are two varieties).
I don't have the stomach or temper to deal with customer service, phones, etc. But I would make an appointment (yes, again!). I don't know what terms there are for small business or customers to get premium care, probably not good.
We had a mainframe with a bad memory card or bank. We thought. We also swapped out every part trying to get it fixed. We even had to keep the room temp colder and controlled humidity. A new system for us would have been lower maintenance, lower energy bill, less strain on a/c even. And smaller (so we didn't need to use as much floor space). But government can be "penny wise and pound foolish" in such matters.
I know you are just getting familiar with things like "Onyx" and "Disk Warrior" and such. Those can be helpful.
Crashing does tend to lead to more crashes. Mac OS X is not immune to side effects of what they can do. And usually you want to finish a project, not get sidelined.
I wish you had a G5 Quad in there. Two systems. Maybe two G5s even if you have the work or so you can be running CS2 on one and CS3 on another. Or have a techie "gearhead" come in and test and insure that your systems are in working order. Something.
It ain't normal. And it should get more than a "brush off."

Customer Relations is anything but customer oriented

When I started having problems with my TV, I called sony support and they had a service tech come out to look over the TV. In the process of taking my tv to their service center to have the main board replaced (less than 4 months old for the TV) the service tech damaged my TV. I called sony and registered the complaint and requested that the television be replaced since the main board was broken and since the tv had been damaged by their authorized technician. They were very kind to me and said that someone would call me back in two days with a resolution. No one called. After three days I called them and had to re-explain the entire issue to customer service before they would patch me through to customer relations. Customer relations said that their system did not show they were supposed to call me back. I had to explain the situation to them and then I requested the new TV. They told me that they would have someone investigate it and get back to me in 2-3 days. Meanwhile my part was ordered by the service center but when the package arrived from Sony, my part was not included in the order. When the order was placed, Sony's site said it was in stock, but now it is on back order. So I called Sony to find out when the part was going to be in stock so I could get an estimate on when the TV was going to be fixed and to find out if they determined the TV would be replaced. The customer service rep answered the phone and I asked to be patched directly to customer relations. They said that they need to review my file first to determine if the call should be directed to customer relations. After 5 min. they come back and ask how they can help me. I said that I need to speak to customer relations and they said please hold. After another 3-4 min. they come back and said that the wait time was about 30 min. and if I would like them to call me when they are available. I told them yes, and hung up. They never called. I called later that evening and they went through the whole process again of reviewing my file prior to sending me anywhere. Then they said to please hold while they got customer relations. After about 5-7 min. they came back and said that customer relations was closed for the day. I could not believe it. They then said that they would have customer relations call me first thing in the morning. This did not happen. So I called back yet again. After going through the entire process and waiting on the phone for about 20 min. I got into customer relations. They told me that my issue was still under investigation and that they would call me the next day regardless with an update. I told them to excuse me if I didn't believe them, but out of all the times I have been told that someone will call me back, it has never happened. The representative became very rude and said that regardless if I believed it or not they would call me back and then they hung up on me.
Out of all the warranty service I have ever had to have done on any product I have ever owned I have never been treated with so much disrespect and empty promises. I should add here that they already told me that they would not replace my TV even though their technician damaged it. They said that since the damage is on the back of the TV, it is not an issue. I was floored when I heard this. Now my only option is to wait for some part to get back in stock and then hopefully get my TV back.
On a side note, all growing up I heard that sony products were the ones to buy but I could never afford it. It took my wife and I about 18 months to save the money to purchase this TV. We bought a higher end model KDL46NX800 in order to have something that we thought at the time would last us for years to come and be something that stood out above the rest. It is very unfortunate that we are having to go through this experience. I had high hopes when the problem first showed up on our TV that Sony would fix it quickly and do everything possible to make this a good experience for a new sony customer. Unfortunately it has not been the case.

I'm very sorry to read about your issues with your TV - the issue was escalated to the Sony Customer Relations team and I understand that since your original post you have now received an A stock replacement for your TV. If you have any further issues please contact Sony support, quoting reference number E49102116 and they will be happy to assist:
http://esupport.sony.com/US/perl/contac ... KDL46NX800

Call to Customer Relations regarding Logic & Quad

4:25pm PST, just got off the phone with Customer Relations
Apple's Pro Application Support department knows that there is a problem with Logic Pro and full Quad G5 support. No one was willing to state a timeline for releasing a software update or fixing the problem. I was given a case number. The very helpful Customer Relations person said that they file every call, every bit of feedback submitted. This data is compiled and reviewed by managers approx. every 30 days. So here's the catch: he said that if only one person actually calls in and reports a problem with Logic and the Quad G5, then there is only one report that goes to a manager. That's not going to get results.
If we want this fixed, then every Logic Pro / Quad G5 user needs to call Apple (1-800-767-2775); say 'No' to the automated tech support query; tell the operator you would like to speak with "Customer Relations" and politely, but firmly relay the problem to a person who actually can send this onto a manager. If they get enough of these reports crossing their desk, then we could see some results.
At least now I know for sure that Apple is aware of the issue. They are just being characteristically silent on the subject.
And, with all due respect to everyone else making light of this subject: you drop some serious cash on hardware and software, and then only get 50% performance out of it. Have some respect.
PM Quad G5; PB 17" G4; iMac 15" G4; PM 500MHz G4 Mac OS X (10.4.7) PTLE7; Digi002R; Mbox; DP 5; MachFive; Komplete2; EWQLSO Gold; MemoryMoog+

I too spoke to a customer relations gentlemen this afternoon.
He was very friendly, though he initially assured me that
Logic 7.2 was fully compatible with the quad.
I replied that, no, it is not, as it doesn't run on all
four cpus as the new Mac pro does.
He agreed, and said that he was willing to log a complaint for me
and pass it along. I regret that I didn't ask for a case number.
I hope that I did the right thing.
He did say that Apple was very aware of not only the problem
but of the unhappy customers as well.
Maybe to give me some unwarranted hope, or just to shut me
up, he said that I should watch for them to fix this problem in
the future.
I'm cool if it doesn't happen until the next update, personally.
They are trying to get the Intels up and running as fast as possible.
That's reasonable, and smart.
Just thought I would pass along my experience. Also I called
around 2pm EST and got through in about 4 minutes.
All quad users should call - ask for a case # too.
Good Luck
PPC Quad Mac OS X (10.4.7) Logic Pro 7.1.1

Can someone please contact me about my issue?

I was extremely frustrated yesterday by the lack of customer service regarding my Verizon Wireless account.
I opened a new account and purchased a new phone on 6/10/14 from the Culver City store. They gave me a 'free' hotspot and a 'free' bluetooth device.
I was going to return the hotspot the next week when I discovered I wouldn't need it or use it, but I got my first bill and checked to see how much they would charge me for it.
There were no charges for it on my bill. So I figured they'd only charge me when I used it.
Yesterday, 7/15/14, I received a phone call from Verizon saying I had a delinquent balance of $190.00. I have paid my first bill on time and my next bill wasn't due until 8/1/14. Which I confirmed when I spoke to a customer service rep over the phone.
Debbie discovered that I had a whole different account, with a phone number I had never heard of before and that had the delinquent charges. Apparently, the hotspot was a contracted device, which I never knew, nor agreed to.
She put me on hold and a few minutes later I was transferred to Brandy. She said she couldn't help me and to go to the store I purchased it in to return it, as again, I've never used it nor do I need it.
While online in my account yesterday, I realize I can pull up my purchase receipt from 6/10/14. And i discovered they charged me $0.99 for the hotspot and $99.00 for the bluetooth device. Neither item had been free.
I arrive at the store at 6:30pm and wait for 30 minutes. I am then helped by Cedric, the same sales person who sold me everything. He tells me the hotspot and bluetooth had been free and when I tell them they weren't, he said, well you got a deal on the phone. He also said he couldn't accept the hotspot as a return as it was past the 14 day policy for returns. He admitted the hotspot had been entered incorrectly and had been charged as a separate cell phone. I asked to speak to a manager to return the promotional item that had turned into a debacle.
The manager reiterates that I had 14 days to return it and there is nothing they can do. He states they can fix the billing error but cannot take the hotspot back.
I ask for information for the regional manager and he returns to the back office.
When he returns with a business card, he smells heavily of marijuana and hands me the card.
I ask if this person can approve returning the hotspot. He said no one could approve it and walks away.
I leave extremely frustrated, now at 7:30pm and call the customer service line.
I speak to Albert who says the only thing he can do is contact the store with me to convicne them to take it back. I do not want to deal it it that night and we make plans to return on 7/17/14 at 6:30pm pst.
At 9:04pm last night, I received a phone call from the sales clerk saying he needed me to turn on the hotspot device to fix the billing issue. I decline, saying I'm working with the corporate customer service department and will return on Thursday to sort it out. He states they will not take it back as it's after 14 days and the manager won't do it. He asks twice more for me to turn on the device and I refuse as I do not want it or need it. I ended the call and marked the number do not answer in my phone.
I have acted in good faith and have upheld my contract for my cell phone purchase, but did not knowingly enter a contract for the hotspot device.
Again, I do not want it, I have not used it and I want to return it.
The fact I need to pay $55 for the first month and $20 after that for years for a promotional item I do not want, is horrible.
Please look into the fraudulent and potentially illegal activities of your employees at the Culver City branch.
I must believe that Verizon would not be pleased to know that this has happened and I expect that we can reach a resolution to this issue very quickly.
I look forward to speaking to someone directly about this issue.

This is not the experience we want you to have at our store location LAHeather. I'm sorry you had to go through this with your account. You should have been received all the information at the time of purchase to make the best decision for your account. I'm sorry you were not provided with that information about the hotpsot device. Do you have a signed contract for the phone and hotspot device? Do you have a receipt that was given to you advising of the cost of the bluetooth device, phone and hotspot. Did you have the contracts and receipts with you when you left the store advising of the cost and contracts for your two lines?
KinquanaH_VZW
Follow us on Twitter @vzwsupport

Satellite P200 (PSPB6A) - Heating Issue

I have recently setup my Toshiba Satellite P200 notebook as a Win-XP(SP 2) & Win-Vista Home Premium dual boot. I have also installed the SpeedFan utility to monitor component temperature on the system.
When booting with Win-Vista Home Premium, the CPU temperature is generally in the 50-55(degree Celsius) range. However, on booting with XP, the temperature shoots up to the 65-70(degree Celsius) range and a loud noise from the fan is heard.
Would someone be able to help me figure out as to what could be the problem with the installation?
Thanks
Arun

You are speaking about heating issue if then temperature increased to 65-70 degree celsius?
Hey buddy, such temperature is nothing unusual
The CPU temperature can increase up to 100 degree Celsius and this depends on the notebook usage
Furthermore you said that you have installed Win XP on this notebook
In this case you should check the Power Saver settings
In Basic Setup you could change CPU control method, CPU processing speed and cooling method these settings would affect the temperature and the cooling

E3000RM -heat issues

Pros: Nice when you have DD-WRT installed. Also fairly easy to install DD-WRT. Has USB input.
Cons: Runs Very Hot.
Other Thoughts: as suggested by other owners to get a fan and use the USB plug input. took about 3 weeks to order a laptop fan. When I finally added it and thought I would not have to worry about heat issues. The unit died and has not worked since. Perhaps I should not have added the fan?!?! Who knows. I know this.. I spent $55 with the warranty but its a big hassle to get a working router again, when all I wanted it to do was just work. If you don't want the hassle of returning it to a 3rd party in hopes to get a working router again look elsewhere for a router.

As a minimum solution for heat issues maybe, is to place a fan on front of the router OR place it on a well ventilated table/cabinet.
Yesterday is history. Tomorrow is mystery. Today is a gift.

M4 Aqua heating issue

Hi, can anyone tell me about heating issue in sony xperia,m4 aqua?
Did sony made any effort to solve this.
Thanks in advance

Heating is dependant on what you are doing like taking videos or watching youtube and playing games

M4 Aqua heating issue solved?

Hi, can anyone tell me about heating issue in sony xperia,m4 aqua?
Did sony made any effort to solve this.
Thanks in advance

Heating is dependant on what you are doing like taking videos or watching youtube and playing games

Aluminum Mid-2007 iMac HDD upgrade-will a 7200 WD Bla cause any heat issues

My iMac currently has a 250GB Factory 5200rpm HDD, and is off of warranty. I am running out of space and I need to upgrade. I have picked out a Western Digital 1TB Caviar Black 7200rpm SATA II w/ 32MB Cache. I have heard this HDD model runs hot sometimes, and my concern is do I need to worry about heat issues? I have seen iMacs with burned screens from heat. I have never upgraded a Aluminum iMac HDD before and any advice would be appreciated.
Thanks

You could download smcFanControl and independently regulate the fan speeds more efficiently to compensate for the increased heat by increasing the airflow through your iMac. Especially from the HDD fan.
Dah•veed

WHINE ISSUES - UPDATE apple customer relations/tech

Just wanted to let you all know:
a. Many of you are aware of my unique situation (going through 3 replacement macbooks and all having the whine) I spoke to apple today and talked to cust relations first - been working with them for the whole case. Basically, he said that they are still working on a fix for the whine and the whine is apparent in many mac books regardless of build date. (as i have a week 13 now)
b. Senior Tech Support - told me that there is information that he is not allowed to disclose but that the basic idea about the logic boards being revised is accurate. Many of them are being repaired in texas, however, it seems as if that doesn't eliminate the noise altogether. Of course, I asked, "So is the logic board issue resolving the whine issue then, cause based on what you just stated, it doesn't sound like it" And for this he told me he he cannot share any other information but they are working on it.
So this is just an update to you all - I'm not saying any of this is "official" but I am telling you this is a first hand conversation/update from apple.
My guess is that many of the logic boards aren't really making a difference and the problem is with something else. Something that is probably pretty huge - design flaw? I don't know

Jake,
Thanks for the update! Boot Camp is far from my priority list - I too am having a hard time with the high-pitched whine. Although I am still on my first MBP, I have had the logic board and inverter replaced at a local Apple Authorized Service Provider. The inverter corrected the screen buzz, but the whine issue remains the same. The firmware update changed nothing.
Today I contacted customer relations because I am still unsatisfied. I'm in Canada, so options are limited here. Canadians do not have the option of sending their MBP to Apple for repiar (not that that has proved successful for the Americans who have sent their's to Texas). But at this point, I am done running bck and fourth to ASP's.
I'm curious to know exactly how you managed to get your MBP replaced through customer relations. During my lengthly conversation with customer relations (Apple Canada), the person I was dealing with had me on hold while she consulted tech support. She came back and tried to tell me that the sound is within normal specifications and so on ... I'm sure you've heard it all. I hard to get a little more firm with her that there is nothing normal about this and I do not find it acceptable. I have requested a replacement MBP, but she said she will need to review this with her manager and get back to me. She's arranged a call back for tomorrow afternoon. So my question to you is .. did they give you a hard time about sending a replacement?? if so, how did you get them to send the replacement? Did you get the replacement first or did you have to send yours back before they sent a replacement?
Any information or tips you can give me would be appreciated so I am better prepared for tomorrow's call if they still don't want to send me a replacement. I know the chances are that I will I get another MBP that emits the infamous whine, but at this point I have nothing to lose.
MacBook Pro 2.0GHz/2GB RAM/100 GB 7200rpm Mac OS X (10.4.6)

Where can I find a phone number to speak to an actual person about my issues with Creative Cloud?

I am having issues installing a copy of Adobe Acrobat XI Pro on a computer that used to have Creative Cloud on it. I need a phone number to speak to someone about this issue, but cannot find one. Can anyone give me a phone number to call these clowns?

No... the only telephone number link I have is for ordering problems, not installation
-by telephone http://helpx.adobe.com/x-productkb/global/phone-support-orders.html
>issues installing a copy of Adobe Acrobat XI Pro on a computer that used to have Creative Cloud on it
Sign out of your account... Uninstall... run the Cleaner...
-Restart your computer... Sign in to your account... Reinstall
-using the cleaner after uninstalling and before reinstalling is needed
-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)
-http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

Worst Lenova Customer Relations Service

I have purchased Lenova G550 Laptop on Aug 14th 2009,just after 3months My laptop wireless stopped working
I have returned my laptop on Dec 26th-2009 to the company for repair. Case Number WN151933
In January 2010 I have made 4 calls to the company since I have not received my laptop fixed, got the reply saying that I would receive my machine in a week
Again I have made a 5th call to the Customer care people on Feb 3rd, then They were saying there is a optical drive is missing from the laptop and I have to pay $160, but I am sure that I have sent the laptop with out missing any part and I was not communicated about the missing part to my initial 4 calls in January.
After I have confirmed that I have sent my machine with out missing any part, I was told that the case is being escalating to Customer relations Dept and I would get a call from them in 24hours,, But I have’t received any call . After that I have called them 7,8 times but hearing same stuff that case is escalated to CR …………
Since I did’t have my laptop, I have been lost my productivity in my career, I am Planning to approach legally thru BBB or Consumer forum
Note from Moderator: Please don't post the same message in multiple boards/threads as it splinters the discussion. Duplicate(s) removed.

Madhupv,
Sorry to hear about your troubles - it does seem odd that a system would show up missing the optical drive, as that drive is not intended to be removed by the customer. I'll see what we can find through your service case number that you have shared, and I would also ask that you send me your contact information - name, address, phone, and the serial number for your system (if you have it written down) so that I can be sure to get customer relations engaged.
The customer relations team is very responsive typically, and so I would have to assume there was some issue with the escalation up through service.
Thanks for speaking up!
I'll look for your private message, and will check into the service case in the mean time.
UPDATE - I have found your records. This was not yet escalated, but is being done so now.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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HP Envy 15 Heating Issues and Screen Damage

Hello,
This is going to be quite long since I'm going to explain everything in as much detail as possible.
I bought my HP Envy 15 (j123tx) in September 2014 and for three months I had absolutely no issue with it (work wise and gaming wise) until one day I booted up the computer and noticed that a big rectangular portion of the screen (on the top - in the rectangular area that aligns with the touchpad when the lid is closed) was discoloured. Specifically it was much darker than the rest of the screen on a black background and yellow on a white background.
After checking to see if there was anything on the screen's surface, I realized it was a hardware issue and decided to use my warranty (of which I have another 8 months or so remaining). I told the retailers about the issue and they told me it could be because of the pressure applied on the lid (when it is closed) that affects the screen specifically in that area since the touchpad is a bit sunken in to the notebook's body. After expressing my displeasure at how inconvenient that is since I've taken very good care of my notebook and have only transported it in the HP notebook bag, they promised me that they would send it to the HP Service Center in Sri Lanka who would replace the display panel for me (obviously since my notebook is still under warranty).
After 10 working days, I went over to the retailer's warranty center and collected my notebook with the display panel replaced and the problem gone. I did however notice that the technicians had pasted a note next to the touchpad which read "Check the temperature of the touchpad. It could be heating up and damaging the screen". I asked the retailer's technicians what this meant and they told me that since the notebook has a magnesium (or magnesium based) body, it tends to heat up. The heat could also be heating up the touchpad (since that too seems to be made of magnesium). As a result whenever I close the lid of my notebook, the rectangular screen area directly above the touchpad could be heating up and thus getting damaged.
Now this to me seems like a huge product defect. I've been using HP notebooks for more than 8 years and I've never heard of this issue before. I asked the technicians how I could prevent this from occurring again and they told me to use the little cloth that came with the laptop when I bought it that is placed under the lid (between the screen and the keyboard) when the lid is closed.
While using that little cloth doesn't seem to be quite inconvenient, I'm very afraid that the problem will occur again and I'll have to get it fixed again which involves transferring all my data and losing my notebook for 2 weeks which is highly problematic for me as I require it for work. Should the problem occur again outside the warranty period, I feel I may have wasted a good amount of money on this notebook when I trusted HP over its competitors simply due to my past experiences with its reliability, durability and performance.
While I realize this is not a current issue - I would really like to know if this issue has been experienced before (my search did not turn up anything related) and if I do have to be worried about it happening again and if so, how I should go about handling it with the retailers (perhaps I should give it back and ask for a refund for selling me a defective product).
Thank you sincerely.
PS: I have attached a picture of the problem when it occurred for your reference.

Thanks for the prompt reply WeiH.
Sadly there doesn't seem to be an HP Service Center in my country (Sri Lanka). So now I'm really confused as to what my retailer's technicians meant by "we'll send it to the local HP Support Center and have your display panel replaced".
Whatever they did, the display panel has been replaced and I've been using it for less than a week so far with no issues. The touchpad hasn't really been heating up and has in fact been as warm as the rest of the notebook. Perhaps it's because I have now turned on the option of disabling the touchpad whenever an external cursor device is attached (since I primarily always use a mouse).
Needless to say, since we both have no clue as to how the touchpad overheated and damaged the screen (in the exact position and measurement as the touchpad) I feel like it's just a matter of time before it happens again.
Obviously I understand that there's little you can do on your side other than direct me to an HP Support Center. However I hope my worries are justified as I feel that as a consumer I shouldn't have to worry about my brand new product malfunctioning by no fault of my own.

Speaking to Customer Relations about heat issue?

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