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Recall for the Problem in Intel Chipset Design for Certain HP Desktops and Notebooks

HP Recommended
Pavilion DV7-4290us

I already had several problems with my notebook, including a long time ago, after losing all the data that was on the HD, I contacted HP support and they sent me the disks for system restoration. However, they didn't inform me of a recall for the Intel chipset. Now the problems of slowness, crashes and blue screens have increased, so I looked for possible resolutions in forums and I found a reference to an HP recall due to a problem with the Intel Sandy Bridge P67 and H67 chipset (HP document c02712015) due to replacement of HP paths I just found this document in cache. I also found some articles on this subject: https://www.crn.com/news/components-peripherals/229201161/hp-dell-others-offer-refunds-to-customers-... , https://news.softpedia.com/news/How-to-Find-Out-if-Your-Sandy-Bridge-Motherboard-Is-Affected-by-Inte... , https://www.anandtech.com/show/4143/the-source-of-intels-cougar-point-sata-bug , https://newsroom.intel.com/news-releases/intel-identifies-chipset-design-error-implementing-solution... , https://blogs.intel.com/technology/2011/01/chipset_design_flaw/#gs.7r6ntp

In the articles it talks about recall and in the HP document too. In the HP document it says the following: If your HP computer is serviced for a different reason after April 15, 2011 and has the affected part, HP will also replace the affected part with an updated part to resolve this issue. What is my case, as I'm unable to contact HP because my product warranty has expired, do I need to know how to proceed in order to be able to contact HP to address this matter? Thankful.

7 REPLIES 7
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HP Support Agent
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Message 2 of 8
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HP Recommended

Hi @MANOLO_CARDOSO

 

Welcome to the HP Support Community. 

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you for visiting the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
I am an HP Employee

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Author
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Message 3 of 8
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HP Recommended

Hi @Asmita6658,

Thanks for your help, but so far I haven't yet received a private message from an identified HP contact. After the identified HP contact contacts me via private message I will click on accept solution. Have a nice day! Thanks!

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Author
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Message 4 of 8
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HP Recommended

Hi @Asmita6658,

Thanks for your help, but so far I haven't yet received a private message from an identified HP contact. After the identified HP contact contacts me via private message I will click on accept solution.

 

Have a nice day!

 

Thanks!

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Author
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Message 5 of 8
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HP Recommended

Hi,

 

I received a private message from Jeff Christopher and I have already replied to it with the information he requested, but so far I have not been able to contact HP and they have also not solved my problem. I'm still waiting for a solution.

 

Thanks!

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Author
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Message 6 of 8
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HP Recommended

So far nobody has solved my problem, I see that there is a total neglect on the part of HP with its customers. The after-sales service is terrible, as already reported on the forum by other customers! They prevent the customer from contacting the company, they make it as difficult as possible.

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Message 7 of 8
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HP Recommended

I still haven't received any solution to my problem, the HP Support Agents just keep throwing me around, pushing the problem, but they don't solve anything! This sucks!
I remain waiting for a solution!

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Message 8 of 8
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Hi @JeffHelp, What needs to be defined is if a recall program for my notebook has really been opened, as I already proved that it was opened, so doing what is written in the document HP c02712015, in this document does not say anything about service life! In the HP document it says the following: If your HP computer is serviced for a different reason after April 15, 2011 and has the affected part, HP will also replace the affected part with an updated part to resolve this issue. I had already informed you all the data and until now you had not told me that, even said that you had forwarded my case to the team in my region and now you are going to tell me that the life of my equipment is over? It is a lot of dishonesty! If they do not comply with their programs and documents, I will never again buy HP products in my life, it was a big disappointment for me! Have a nice day!

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