Checking for Customer Abuse, Troubleshooting the Problem

Checking for Customer Abuse

Some units may appear to have been damaged by customer abuse. Use these guidelines to help determine if this is the case:

•If the shipping box is seriously damaged, customer abuse cannot be declared.

•If the damage could have a cause other than customer abuse, customer abuse cannot be declared.

•If the unit shows any of the following, customer abuse is declared:

Missing parts.

Broken plastic parts.

Parts not original to the unit.

Damaged or missing keys on the keyboard.

Table 3-2 includes additional criteria for determining customer abuse to specific parts of the unit.

Important

Parts damaged by customer abuse are not covered by the warranty.

Troubleshooting the Problem

Record pertinent information about the unit:

•Model and serial number.

•Operating system and version.

•Software version (hidden file c:\version.inf).

•BIOS version.

•Accessories and peripherals used.

Analyze the problem:

•Observe Symptoms. Using the customer’s information, try to duplicate the problem. Determine how the problem differs from proper behavior. Also, take note of the functions that do work properly.

•Separate Problems. If there is more than one symptom, separate them into distinct problems.

HP Omnibook 500

Troubleshooting and Diagnostics

3-3

500 specifications

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