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03-14-2009 12:57 PM - last edited on 03-14-2009 05:24 PM by WendyM
why have they entered some laptops in the "known issue" category and not the others?? my TX1210us died yesterday, 15 months after the warranty expired.
03-15-2009 04:56 AM - edited 03-15-2009 05:00 AM
I fianly decided to write to the CEO of HP and posted this yesterday by FedEx
Inluded the letter a 20 pages email between me and support of HP
Months and months of promissing that they will forward this to a case manager but never did!
Dear Mr. Hurd my name is Peter J Bosse and I am a senior correspondent for international media, Dutch and working and living in Eastern Europe, Macedonia.
I am proud to say that I have been awarded many time as a war journalist by many media’s such as the NY times, NBC, ARD and so on.
February 2008 after a fire (December 26th, 2007) which destroyed my house and nearly took the life of my family I purchased a laptop DV6000 from USA notebooks in Skopje Macedonia for a little over 750 USD.
As I am a loyal client with HP, still have a very good printer 4L which is very old but still in excellent working order, but also in my news agency we have around 120 desktops from HP.
So because of all this it was a normal in “good faith” choice to buy again a notebook from HP.
But my disappointed came soon after 6 months or so when the notebook broke down, first a very small battery life (max 25 minutes) and a broken Wi-Fi, blue led light does not turn on, but also a very hard way to boot the notebook, screen stays black and is dead at the present time.
As I registered myself and my purchase the DV6000 with HP soon after I received a email about the extended warranty for this model.
So no worries I though and contacted the support for over 6 months ago and since then I have felt like a ping pong ball between HP USA and Europe.
HP USA told me to contact the nearest HP service which is for me Bulgaria, and even when it has been difficult, the website is in Bulgarian only and this I do not speak, they responded very fast and gave me the email address with their service center.
The last one asked me the bill and I did fax them this one. After again weeks and weeks they told me that this model is not produced or being sold in Europe so they can’t help me.
This comes as a surprise to me as I found out later that HP support USA knew this all the time! So if so why did they send me to Bulgaria and made me waste my time and lots of money for phone calls international?
Ok again contacted the USA and they told me they can’t help me unless I will send this one to any address in the US so they can pick this up for free.
But again I explained them that I do not have a US address and asked the support kindly if it would be possible to send this notebook directly to HP?
They refused this and told me that this is against the HP policy!
So now I am running out of any option and have here a total broken brand new looking notebook which does not boot up.
For the last time I am asking you kindly to help me in resolving this problem which I am having with HP.
To be honest, I never knew that this notebook was never made for Europe and I have been thinking that HP is a worldwide great name with a great service.
I have paid lots of money for phone calls to HP and spend lots of time contacting you, still nothing is being done to even come close to help me.
From last year writing to HP support I got 4 days ago for the first time a case manager! Again she did not bring me anything even close into resolving this issue! She does not reply on my email!
I am sure that you can understand that I can’t rent a apartment in the US just to have the notebook being picked up and repaired.
Present after overheat and fire hazard of your notebook the DV6000 is dead.
Instead of reporting HP to the authorities I am trying for the last time to get my laptop fixed for free or to get a new one, a model which is being sold in Europe.
In advance thank you for understanding.
Sincerely, Peter J F J Bosse
3B Unetwork Press center
Rep. of Macedonia
+389 22 550 220
+389 22 550 222
+389 70 245054
+31 20 222 11 49
After 5-6 months I never got until 3 days ago a case manager so it means that your support staff is not doing their job
After I got a case manager she did not even offer any new things I did not knew about!
I do need a case manager that can offer a realistic solution.
HP admitted their fault together with nVidia
HP knows about the fire hazard and because of this the new bios came out with a nonstop turned on fan
HP knows that the video processor does fail in these models
HP knows that the whole motherboard should be replaced
Currently a brand new looking notebook DV6000 stopped working and can’t boot up.
For the time being I was forced to buy a DELL Studio notebook.
03-16-2009 08:32 AM
My last message was just completely deleted, so I will repost without the offending link...
I have a dv6000 and I am not covered in warranty, I too have nVidia graphics.
I also mail responded to WendyM and would like to know why that site is causing posts to be deleted - it is a list of 180 defective laptops, I see no rant or slam. If there is an issue with the name of the sit, perhaps the admin could go create a mirror for the database to be added in manually? Would this be acceptable
03-16-2009 10:43 AM
Well reading about HP on the Internet I see very few positive messages, shame that a great name goes to waste.
I guess they will feel this in their sales that is going down as just around me I see that lots of large companies are not satisfied with the way HP handles their complains!
As I said next year we will do a update of each of our 120 desktop..besides the many notebooks, and it will be a very little change we will continue with the HP business contract.
Thanks God they are not the only ones.
I guess the power is back to the small medium PC interprices which are also building desktops tailor made with a great service contract.
03-16-2009 04:52 PM
I am very petrified here where my HP Entertainment Notebook dv9830us with Ge Force NVIDIA card sits! Bought it last April and have been keeping it as cool as I can ever since...but you guys have really scared me now! So far I have not had a terrible problem like you have on this forum but it has crashed with the black screen boot up before and HP just helped me erase the harddrive and begin again with no indication of a video card bug. Although I have not seen this model
it on the "list" for extended warranty. Anybody know whyand have further advice for my very expensive time bomb?
03-16-2009 05:21 PM
03-18-2009 03:28 AM
I have a TX1250ea, with an intermittent fault: when powered on, the disk spins up briefly (and so does any CD), but it doesn't even get to the BIOS screen. If I cut the power by holding the power button, it succeeds in booting after a few attempts. (It never boots successfully on first attempt after a shutdown.) It cannot resume or recover from hibernate -- the power has to be cut using this method.
Although it seems the same, HP's customer care (not technical support) tell me the nvidia go6150 chipset in this series do not suffer from the problem which has led to several DV-series laptops being repaired under a one-time warranty extension offer. There is nothing that HP (UK) will do about a laptop in this position unless I bought an extended warranty within the first year of ownership.
I'm disappointed. The worst laptop I've had before lasted three years before problems set in. Eighteen months is ridiculous. I have a couple of other HP laptops -- a DV9565ea and an HDX9160ea -- without problems so far, so I don't want to sound like everything is terrible, but the level of customer care is shocking.
Does this seem like the same problem, or are the people I spoke to correct in saying this chipset doesn't suffer the problems?
03-18-2009 04:04 AM - edited 03-18-2009 04:15 AM
Deviserfire let me know what bios are you using.
HP will not tell you all about the faulty Nvidia inside. When they say there is no problem and you do have them demand a case manager and don't give up!
If you can't see the bios info screen at the first boot be sure that there is something wrong.
My laptop started soon after the dropping of the wi-fi with the same problems.
Now it does not boot at all!
I do have extended warranty but in your case you should also demand a repair.
For more details about those problems just use google and you will see that your not alone.
Please try the following:
Hold down the power switch for 10 seconds, release and power up again by pressing the Esc or F10 key
Let me know if this helps you.
03-18-2009 05:06 AM
@unetwork: Thanks for responding. The BIOS is F.20, dated 18/04/2008, and it's the GO6150 graphics chipset.
I can get it to boot after a few tries, and it then works fine -- but since I can't suspend or hibernate it, this isn't satisfactory, and using the power switch to stop the hard drive isn't going to do it any good either!
They're happy to offer me a repair ... but only if I pay £270 for it!
03-18-2009 05:30 AM
Have the same problem with my tx1340ea, wifi vanished, booting problems, beeps at start... crazy stuff.
Only way to resolve the issue for people having this particular model is to go to court and get a full refund. Hp won't recognize this problem with our model, i didn't steal 1,100 euro to purchase this crap latop that after 13 months fries on me.