tx1000 Series Laptop Failure - PLEASE READ

[Marzio]

Another sad story here as well...

Bought my daughter the tx1210 (also known as the tx1000) in 2007. By December of 2008....toast. No video, just pretty lights around the screen. Since my daughter was going to school in L.A. figured the Silicon Valley geeks could figure it out. Nope. Had to buy another one…NOT HP. Got the machine home summer of 2009. Brought it in to the local propeller heads…changed the screen ($400). Seemed to work…I knew this model also had a backlight problem…Ah…but not for long. Finally died a week ago. Meanwhile all my calls and emails to HP support echoed the incredible inanity everyone else has discovered with this company…basically “it's a hardware problem...hey bud your on your own”.

So…I got the email of the Pres and Chair of HP Canada and send him this note:

Dear Mr. Hurd

This note is one of frustration and resignation regarding one of your products...the HP Pavilion TX1000 tablet.

I purchased this product, thinking of the HP name as a mark of quality and product support, for my daughter who was entering graduate school. As you may surmise students these days desperately rely on this technology. We were initially pleased with the unit, particularly my daughter, as it was not cumbersome and easy to transport, fast and efficient. That story has changed. Earlier this year she encountered a problem which I believe your company is very familiar with, judging by customer postings on your HP websites. It involves the NVidia graphics chip. This problems results in a black screen and no functionality. I won't bore you with my story of how your staff/company was utterly useless in resolving this issue apart from washing their hands of the situation. I'm sure you are aware of this. The bottom line is there is a major hardware defect in the motherboard and your company has refused to acknowledge it. And it has affected hundreds if not thousands of users.

As for the unit...it sits in a box. My daughter purchased another one...and certainly NOT an HP. My wife currently has an HP desktop which she is hoping to replace. It will not be an HP. My other children have gone for products other than HP. As for myself, HP will no longer be considered, at home or at work.

What do I expect this letter will do? Nothing. Much like my experience with the HP Pavilion TX1000. But you should be aware that I will heartily recommend to family and friends products other than HP and explain to them our experience with the TX1000.

Regards,

 The reply thus far.....

On behalf of Hewlett-Packard we apologize for the recent frustrations.  We appreciate your taking the time to let us know your thoughts on this matter.  Your message has been forwarded to the appropriate group within HP for further review.

Thank you,

CEO Customer Relations

Well...I'm still waiting....

[natebeets]

I am glad you decided against another HP to replace the bad one.... My wife on the other hand is sticking with HP.  I hope to god this one will be a different story.. Actually, if it breaks like this one (yeah, I am using the old busted one) then I can get another free laptop.  LOL.  I believe the problem is not the motherboard, or the graphics chip (although these are the things that fail) it is the insufficient cooling system.  Its like a car... say take a Chevy Cavalier, you do it up with a 700 horsepower turbocharged engine YET keep the factory radiator and cooling fan from the stock 2200 130 horsepower engine.... w hat do you think will happen?  Yeah, the engine will overheat and most likely get damaged.  The engine was good, its the cooling that was  insufficient.  All these guys have to do is offer a better cooling solution and reflow the solder on the MOBO so the GPU reconnects.  I've reflowed this one twice now, tried mickey mousing the heat sink/cooling fan...  I think the fan is just not strong enough.  Also, getting the fan to stay on at all times would help!!  Would kill your battery... but better than killing the graphics!

RANT MODE OFF

[Fulydazd]

I am having the same troubles... I purchased a DV9000 In october 2007... And the Laptop has been in to HP 4 times... It started with the left hinge breaking and 4 mths after i paid 400.00 to repair it they had a recall reimbursed me the money after man fights.... Next I lost the sound on the Laptop and only after email the CEO they had me send it at no charge to fix it... next I lost the functions of the volume on the laptop it self (no one fixed it) then I lost my wireless network card (of course they said it was the mother board and it would cost 400 to fix it... then i went through some massive over heating which burned my legs no recall on my battery... then I lost all functions of the usb ports Yes every single one... after reinstalling some drivers... i only have 3 working ports and NOW my laptop turns on and off... I can not see anything on the screen... And obviously i can't get help because it is out of warranty and if they speak to me on line they want my credit.... What do i do now.... I am without my laptop....  Can someone help me... I can't just go out and purchase a new laptop.. this one is only 2.5 yrs old...

[rpgsearcherz]

Same problems here. I just posted a new thread in the TX section here about what corporate said to me when I notified them of the problems. More or less they stated that even if I got 7500 people to call (yes, 7 thousand, 500 people) it wouldn't be enough to warrant any changes, as that's only 1-2% of all of the owners of the laptop..

[profdiubert]

Glad to hear that. I just got my stupid 2000TX hard disk replaced and for the 3rd time in 18 months without having brough it around as a portable unit.

Please reply me and let me know how you did it!

[DaveJ]

My tx1220ca was in with our local HP authorized repair depot from March 2009 until recently, during the course of which they attempted to replace the motherboard FIVE times but could not get the laptop back to me as each time it would fail during testing and they would have to order another replacement and WAIT and WAIT and WAIT, just to get ANOTHER bad board sent.   If anyone at HP thinks these are random failures they are not using the same brain material as the rest of the planet.  This is an obvious design flaw they are refusing to admit to and refusing to resolve with customers.

It is difficult to purchase a replacement as we have no way of knowing the extent to which this design problem has propagated given they refuse to admit it exists.  There must be some particular inappropriately favored individual manager who can be fired over this fiasco and then HP can rectify this problem with their customers and move on.  The way this has been handled is uncharacteristic of the way previous hardware problems have been managed at HP, so it must be a specific individual who is the problem in denial at HP.  Let us first lobby to find out who has been covering this up and get them publicly fired.  Only then can we resolve this.  HP customer service are supposed to identify serious problems like this so they can be resolved and never repeated.  Whoever is covering this up and denying it, is sabotaging HP's future and must be exposed and weeded out from the company.

[scvinalon]

Hi, I have the same problem with my tx1000 HP pavillion, The **bleep** machine wont boot. I hope HP will accept that there is indeed an issue with this machine and start caring and show some respect to the people who have trusted their brand.

[TX2User]

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rpgsearcherz wrote:

Same problems here. I just posted a new thread in the TX section here about what corporate said to me when I notified them of the problems. More or less they stated that even if I got 7500 people to call (yes, 7 thousand, 500 people) it wouldn't be enough to warrant any changes, as that's only 1-2% of all of the owners of the laptop..

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Wait... HP thinks there are between 750,000 and 1.5 million TX units out there? I'm calling BS on that.

[rpgsearcherz]

That's what corporate customer service stated. I can supply the name and number of who I spoke to as well.

More or less he claimed that all TX models use the same motherboard (tx1/2/etc. series) which I believe to be false.

Furthermore, he also claims that the TX1000 models use the same motherboard that was recalled in other laptops due to overheating and bad wifi, yet he also claims they have not gotten proof that the motherboard causes problems in the TX1000 series.

That's like saying "Well, we have proof this pen doesn't write but I'll give it to YOU even though we already know it's broken and we'll claim that YOU haven't supplied proof that it isn't working, therefore you are screwed."

Anyways, I'm more than willing to supply his information. Maybe you would be able to get a better response.

I've been thinking of taking the situation up with local TV networks with "On Your Side" and stuff. I feel that the literally hundreds of sites online with THOUSANDS of people having the same problems is enough proof that there is in fact an issue.

<text deleted>

Edit : I just re-read your numbers. If 7,500 was 1%, that's 750k units. If it was 2%, it would be 375k. The numbers you posted were 1% and 0.5%.

[TX2User]

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rpgsearcherz wrote:

That's what corporate customer service stated. I can supply the name and number of who I spoke to as well.

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I believe you when you say you talked to corporate. I just think that corporate is spouting random numbers.

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More or less he claimed that all TX models use the same motherboard (tx1/2/etc. series) which I believe to be false.

Furthermore, he also claims that the TX1000 models use the same motherboard that was recalled in other laptops due to overheating and bad wifi, yet he also claims they have not gotten proof that the motherboard causes problems in the TX1000 series.

That's like saying "Well, we have proof this pen doesn't write but I'll give it to YOU even though we already know it's broken and we'll claim that YOU haven't supplied proof that it isn't working, therefore you are screwed."

Anyways, I'm more than willing to supply his information. Maybe you would be able to get a better response.

I've been thinking of taking the situation up with local TV networks with "On Your Side" and stuff. I feel that the literally hundreds of sites online with THOUSANDS of people having the same problems is enough proof that there is in fact an issue.

<text deleted>

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I've never held much faith in class action suits to actually recover any significant personal damages. But, who knows...

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Edit : I just re-read your numbers. If 7,500 was 1%, that's 750k units. If it was 2%, it would be 375k. The numbers you posted were 1% and 0.5%.

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My bad... I did my 2% calculation wrong. I knew there was something funky about my math after I posted.