HP Problem notebook user Rights protection Road

March 15, 2010, in the protection of the group of QQ groups, some rights users in Nanchang, a HP repair station protest. The same day, Guangzhou, Ningbo and other places of HP repair site also appeared in the same scene. For the Zhangjianyun/interviewees a software engineer working in Beijing, he bought a HP notebook computer in 2008, since then "trouble-ridden", the replacement of 3 motherboards, 1 display notebook so that he was still not see the "head" of the distress.　　Kaoshujuan, a Wuhan consumer, experienced a similar encounter with Zhangjianyun, she sued HP, after paying far more than the "proceeds" of the price, the final win. At home, it's not just Zhangjianyun and Kaoshujuan that are experiencing HP's laptop.　　At the beginning of April, the number of people enrolled in the Kaoshujuan and related lawyers ' group has exceeded 12000.　　This group of awareness of the early Awakening people, set off the civil collective rights, and has been the media, national institutions of concern, but the "future" is still unknown.　　After a few negotiations, some activists in the activist group began to be pessimistic and "not concerned", and the lawyers began to switch their focus to other cases.　　Yesterday, the activist group related leaders said that the rights of the country has not hope, will be in the United States rights.　　April 4, 2010, the work area of Li City, Haidian District, Beijing. Zhangjianyun, who is still working overtime, turned off his HP DV2623 and put it aside to "cool down". This day, the notebook went through the manufacturer's promised warranty period. In the past two years, it has changed 3 motherboards, 1 display, still adhere to the "Daily Fever."　　Zhangjianyun now use this notebook, must turn on the radiator, summer is required to open air-conditioning, graphics card temperature of more than 70 degrees Celsius must immediately shut down the machine cooling. The paint on the left palm of the computer has cracked dozens of cracks, like a knife. Zhangjianyun said, "This is hot baked crack, the metal is so, think of people's hands on top what?"　　"The problem with HP is one of the preferred brands for Zhangjianyun to buy a computer, but Zhangjianyun's HP notebook has been in trouble for half a year after buying it Zhangjianyun is a software engineer. In March 2008, Zhangjianyun bought an hp DV2623 laptop from Jingdong Mall. Zhangjianyun says he buys three brands of computers: IBM, HP, Dell. At the beginning of the year, HP has been the world's top PC market share for seven consecutive quarters.　　At the same time after 23 years of Chinese market, HP brand in China's reputation, according to IDC statistics, Hewlett-Packard in China's PC market share after Lenovo, ranked second.　　Given that HP's "gold" service was well known, and that the laptop was on sale, Zhangjianyun quickly bought it.　　Six months later, trouble ensued. "The computer was always hot and I didn't do it," he said. 2009 Spring Festival when the computer suddenly flower screen. After reboot, black screen, reboot or black screen.　　"Zhangjianyun said. To the HP "Gold" repair center, reported the model, said the fault, VictoriaThe repair engineer did not look at the machine, said the video card burned, to change the motherboard. The motherboard also changed? The video card is broken, there is no need to change the motherboard. "Zhangjianyun some doubt, but the maintenance engineer insisted that" the whole "change," you first put this, repaired the telephone to inform you. "Two weeks later, Zhangjianyun from the repair center to retrieve the computer, the" gold "service very good impression. "To change the motherboard thousands of, the graphics card is only hundreds of, I took a cheap."　　"Three changes to the motherboard after the anger Zhangjianyun want HP to extend the set in accordance with the guarantee of the replacement of the notebook's warranty period, but Hewlett-Packard only to add one months.　　Later, Zhangjianyun quickly changed his view of HP. Occasionally, he saw graphics card manufacturer Nvidia's statement that the manufacturer in 2007 to 2008 July worldwide out of the 18 million graphics card flaws, the configuration of these graphics card notebook is likely to fail. Zhangjianyun's video card is on the list of problem cards.　　In 2008, Hewlett-Packard released models that were affected by the design flaws of the graphics card and said it would provide follow-up services.　　Zhangjianyun found that Nvidia has reserved a "150 million to 200 million dollars" fee to bear the resulting warranty, repair, return, replacement and other costs and costs. "In other words, it is NVIDIA, not HP, that pays for our repairs." "Zhangjianyun Heart of HP's good impression, as well as change the motherboard to take up the cheap small burglary xi away." "HP spends other people's money as a favor. Take advantage not me, is HP.　　"3 months later, Zhangjianyun's computer replaced the motherboard for the second time, but on the night it was taken home from the repair center, it went on strike." Only half a year's warranty is left, Zhangjianyun began to worry. He checked three packs of law, that he can be returned to the conditions of the machine. "Two times repair can be returned by the provisions: three packs of valid since the date of invoicing calculation." Three packs in the validity period of repair two times, still can not normal use of products, consumers can repair records and certification, the replacement of the same model with the specifications of the product or in accordance with the relevant provisions of the return, three packs of the validity period should be deducted due to repair and no spare parts to repair time. After the replacement of three packs of valid since the date of the replacement of the recalculation. "Zhangjianyun to HP to extend the warranty period. "I am not a picky person, as long as I can deal with the past." "After many negotiations, Hewlett-Packard said, according to the computer repair time, to extend his one-month warranty period."　　The other party told him that if the user's computer in the maintenance center for a long time does not receive, two months after the maintenance center began to charge custody fee, half a year can dispose of the user's computer, and even can sell. "Even if I change the motherboard, according to the three guarantees, I can also enjoy one year warranty." "Zhangjianyun said, at that time really want to not this computer," but think of somehow still can make use, smashed the computer to do their own disadvantage, so or dingy to take the computer back. "The man who won the lawsuit Kaoshujuan even though he won HP, but she advised others not to sue, this road is too difficult."　　In this lawsuit, in material, she loses much more than obtains. In Zhangjianyun forWhen his computer was switched to the motherboard, there were people who were experiencing the same thing. Later set up the Hewlett-Packard rights group director Wangfengchang said, from the information provided to him by consumers, 2009 is HP problem of the focus of the outbreak of the year, many users have repaired more than 2 times, individual users have repaired 10 times.　　The 10-time user, Li Shuayan, said he had switched fans, batteries, hard drives, and motherboards, and that "other parts were basically replaced by software." Wangfengchang said that at that time many consumers in various forums complained, there are several people because of this matter with HP lawsuit.　　The Kaoshujuan of Wuhan is one of them. Kaoshujuan's experience was similar to Zhangjianyun's, and her computer was "burnt out" three times from 2007 to 2008. 2009 Motherboard burned again, because the warranty period, HP maintenance requirements Kaoshujuan pay 3000 yuan maintenance costs. Rage, Kaoshujuan to find local business sector, industry and Commerce Department that "HP should take the initiative to change the machine", but the final negotiation no fruit. Kaoshujuan formally sued HP in August 2009.　　September, Kaoshujuan win, in the back of the machine at the same time get HP 300 yuan compensation. Although won the lawsuit, but Kaoshujuan's course is full of hardships, "I pay the cost absolutely can buy a new notebook." Kaoshujuan to the reporter to calculate a sum. During the lawsuit, she did not take part in the work 4 months, the salary loses 12000 yuan, the lawyer spends 6000 yuan.　　In terms of transportation, communications, and litigation costs, the cost can be bought in almost two good notebooks. Meanwhile, Kaoshujuan has spent a lot of energy on the lawsuit. "Consumers need to prove, submit evidence, and a lot of information needs to be filled in." When the lawsuit to fill in the other party's main nature, I began to fill the wrong. You can only drop the case before suing. It's a one-month queue. Besides the subject nature of the other side, I don't. The court asked me to check the business license with the trade and Industry Bureau. I went, the trade and Industry Bureau said you are not eligible to check. Finally grind a half-day, still have to pay 300 yuan of expense.　　Kaoshujuan said, for ordinary people, the path of litigation rights is too difficult. Then the lawyers and the judges advised me not to go to court if I could reconcile. But I want to fight for a breath, to have a statement and attitude. "After the lawsuit won, many consumers and Kaoshujuan contact, also want to through litigation rights." I told them not to go to court, it was too hard for me to walk. Since I can win, it means HP does have a problem, so HP should take responsibility. Simply put these problem users organized, together rights.　　In October 2009, Kaoshujuan set up the HP QQ group, hoping to help other consumers to use administrative and media power to safeguard their rights. According to the information provided by the Law Network, by December 2009, Hewlett-Packard Rights QQ Group has 9, the group of consumers have been about 2660 people. December 22, Kaoshujuan and the legal network to get in touch, the two sides reached a consensus, by the Law Easy Network organization rights groups, the collective rights of the law.　　4 days later, the activist group was established and held its first press conference. Kaoshujuan said the HP sideThe attitude is very tough, only Sue Hewlett-Packard, or a registered consumer, can get back, most consumers are like Zhangjianyun, Lian Yanpao Such requirements are not agreed.　　3 15 After the high tide with the media reports, the event came to a climax, the activist group is full of confidence, ask HP recall related issues products.　　With the participation of lawyers, the activist corps began to deploy the rights plan. On January 26, 2010, the Law net arranged an interview for FT reporters. March 5, the rights group by Courier to Aqsiq issued the quality of HP complaints, I hope that HP recall related issues products.　　During the period, the total number of collective rights registration increased, by the beginning of March has reached 1300 people, the actual number of commissioned more than 200 people. March 10, the FT website is titled "China's more than 170 consumers joint complaint HP" article.　　On the eve of 3 15, the incident attracted the collective attention of the media. "I saw the CCTV 3 15 party on HP's report, immediately excited."　　Zhangjianyun, who had already considered himself unlucky, suddenly felt that things had changed. After March 15, the actual number of persons commissioned by the Law Corps exceeds 1000. Zhangjianyun said the enthusiasm of activist users was high. "Every day there are countless speeches in the group, like the screen, can not see." Everyone is saying that there is hope, HP should have a statement. "Many media outlets are also focusing on the matter. "Every story inspires us to see strength and hope.　　"Under the weight of public opinion, HP does not satisfy consumers. On the afternoon of March 15, Cheung, general manager of HP China and Hong Kong regional information Products group, apologized to users and announced a "Customer Care Enhancement Program" that would "subsidize the affected clients". Hewlett-Packard announced the "List of affected models", said that if the user's computer in the list, has been sent to repair the two-year warranty, has not been sent to repair 180 days after the problem, and by HP confirmed the need to repair the motherboard, received two years of warranty service. Computers that are not in the list are free to detect. Cheung said, "HP is also discussing the subsidy package, will be announced in the near future." March 16, Cheung in Beijing again publicly apologized.　　March 18, AQSIQ intervention, ordered HP strict three packs of law requirements, improve after-sales service, the problem of computer implementation repair replacement return responsibility. Under the guidance of the rights group lawyers, activist users believe that this matter is a product quality problems, with three packs of law has been unable to resolve, should be in accordance with the "Product quality law" to solve, so HP should recall the relevant problem products. The rights group said, "Some consumers have passed the notebook computer three packs of time, some people may be lazy in maintenance, the result is not maintenance so many times, is not the rights of these users should be protected?" "In addition, activist users have found a problem.　　The finding has turned HP's caring plan into a tub of petrol, sparking a backlash. Several representations of users are still dissatisfied with a star after thatPeriod, Hewlett-Packard and the rights group made two representations, have not reached an agreement.　　Wangfengchang said there was no further progress in defending the rights thereafter. March 19, a number of media received rights users reflect. Most of the affected computers disclosed by HP's care program are not sold in mainland China. "It is Zhangjianyun who reflects the situation to the media. "HP is simply insulting the wisdom and dignity of Chinese users," he said at the time.　　"Zhangjianyun said.　　At this time, the number of registration of the rights group has increased to 5000 people, the actual number of signed commissioned agreement of about 1500 people. It is understood that the rights group for the protection of the QQ Group classification, the first level is the management group, only two of the construction and staff, the several people at any time to discuss, and the lawyer's views and the latest development of rights to tell the second class QQ group "management Group." The management group is the group owner of the various rights groups, they will quickly pass the message to the group, and the group of the situation to tell the creator.　　By this method, thousands of of people all over the country were not masked, gathered together. In the early morning of March 20, Hewlett-Packard again took out the compensation scheme, "eligible users who have paid the motherboard maintenance costs, can obtain a maximum of 15% of the purchase price of notebook computers, the cost of the HP Notebook Service Center has occurred in the maintenance costs, HP will be a full refund." "The group believes that" most domestic consumers buy the problem notebook is still excluded from the care program, and three packs of laws can not fundamentally solve the consumer problem. So HP should release the problem model first, then come up with a reasonable solution. "In the one weeks since then, HP and the Rights Corps have made two positive representations, and no agreement has been reached." Wangfengchang told reporters that since then the rights have been no progress.　　Hewlett-Packard said that it is contacting users, while the maintenance center is being reorganized to implement the implementation of three packs of laws. At the end of March, Hewlett-Packard told reporters, "even if the user does not meet the three packs of law, can also be discussed."　　In early April, the number of applicants for the rights Corps exceeded 12000.　　Helpless to fight back in the climax after cooling, due to see "The Future", the heart of the Zhangjianyun began to take heart: next time not buy HP. Zhangjianyun with enthusiasm to join the huge rights QQ group, but he later found that the HP "declared war" group, looks very united, but in which only understand, in fact, is still disunity. "The slogan shouted, the specific matter who do, we do not know." We gave the information to the law net, and it was finished. Everyone is busy with their work, no time and energy, can not be screwed. There are a lot of people do not care about rights, just holding the right to defend the best, can not defend the state of mind. "Kaoshujuan said that at the end of March, many media no longer follow the report, HP also no longer contact with the activist corps, which makes activist users very pessimistic." "A lot of people are asking whether this is going to end." I told them not to, but I was worried myself. In the last few days of March, the QQ group of rights activists began to be deserted. Occasionally several groups of friends out to say a few words, alsoIs the same helpless caliber. Zhangjianyun said that everyone looked at Hewlett-Packard to give a bit of compensation plan, but then there was no movement.　　There are two consumers returned to the group said that they return the process is very tortuous, but also ran a lot of trips. "Most people do not meet HP said the three packs of rules, he said that only the first year, we are more than the second year of problems." Now to this matter mostly numb, disheartened.　　"Zhangjianyun said, someone has to give up rights, would have to submit information, but see no progress, also do not submit." Activist lawyers are also shifting their focus to other cases.　　A lawyer for the lawyers ' group said he had pushed back several cases in the case of HP's activism and had not taken any more cases in the last one months. "I am not too much of a mind, and then insist on a period of time, buy a new Ben Forget." But it's definitely not going to buy HP this time.　　"Zhangjianyun said. Yesterday, the reporter again call Wangfengchang. Wangfengchang said that there is no hope for domestic rights. "The lawyers ' group has received the actual commission of 2000 users and has transferred information from more than 400 users to American lawyers. The delegation of authority will be formally negotiated with American lawyers tomorrow. ”