Main | HP dv9000 notebook hinge crack update »
HP dv9000 notebook hinge crack
By admin | September 16, 2007
Manufacturer: HP
General Model: dv9000
Actual Model: dv9035nr
Purchased at: Best Buy
Purchased on: March, 2007
Location of Crack: Left hinge, security hole
Probably Cause of Crack: Overheating processor
Solution: Will turn in for warranty repair attempt (September 2007)
Resolution: None, yet, have not returned.
September 21st, 2007 at 7:40 pm
I just Fed Exed my HP dv9000 to be repaired. The left hinge began to separate on the backside. Eventually this was followed by a popping noise when opening and closing the laptop. The other day the computer cracked in the bottom of the screen and the hinge had separated even more. A split ran up the left side of the screen.
I talked to HP who sent me a box and label to ship it back. The laptop was purchase in March , 2007.
September 24th, 2007 at 5:47 pm
i have the same problem on a dv9013ca… hoping to find a new casing for the lcd as i don’t have a replacement plan for this laptop…. only one i found so far has been terribly expesive… at this point i may just go buy a new one….
October 3rd, 2007 at 11:23 am
Dennis: I’ve held off returning my laptop as I back it all up, reinstall all my software to my new backup laptop (Gateway with a different style hinge). I’ll be taking it in this week to Best Buy for some resolution.
My HP dv9000 also has now cracked up the left side (splitting the screen case).
Osmo: Sorry to hear that it’s crazy expensive. I’ll try to do some research to see what the options are.
October 9th, 2007 at 9:36 am
I have a dv9000 that made a popping sound. I took a look at it, and there is a large crack up the left side. My HP warranty expired about 2 weeks ago. But I did purchase an extended warranty through Staples. As soon as I back up, it is going to get fixed. How long did it take you to get it fixed?
October 9th, 2007 at 9:40 am
Santi:
According to Dennis above, about 2 weeks. I have a Best Buy warranty, but I am still within the 1 year period, so I am sending my to HP directly. It seems that Best Buy wants to send it in to HP for me, but that’ll add a week extra, so I’m going direct.
Let me know what happens with Staples!
October 10th, 2007 at 7:46 pm
hp dv9035nr
screen split open at security hole… something to do with the hinge. this happened after 4 or 5 months. To open the screen i had to hold the pieces together tightly and move the screen very slowly.
took it back to BestBuy, it was indeed covered but i did have to wait 4 weeks to get it back. Ive only had it back a month or two but i havent had any issues.
October 10th, 2007 at 7:49 pm
hp dv9207us
I had the same problem as Ryan did (he suggested the dv9000 series to me before he had issues with his) and also had to hold the screen together to open and close it without splitting the case open. I’ve had this laptop for maybe 4 months.
I purchased CompUSA’s warranty that covers the screen if damaged, but apparently does not cover the hinges or problems related to the hinges. They refuse to fix my computer because they say it was caused by abuse which it wasn’t.
WHY hasn’t HP issued a recall?
October 12th, 2007 at 8:02 am
Had a hinge crack on the left side that started splitting the screen. cant open or close it. sent it to HP and they said it was not covered even though I am within my year period. They also told me that it would be cheaper for me to buy a new computer. Grrrr
October 12th, 2007 at 8:04 am
P.S. the model number is dv9000, Actual Model: dv9035nr
October 25th, 2007 at 9:11 pm
Robin: Please tell HP about this site. I am going to be calling a VP in 2 weeks as soon as I have a few more experiences from people.
This is a FLAW, a DEFECT. We have to unite with one another if HP refuses to fix the defective notebook.
October 26th, 2007 at 8:19 pm
I had the exact same problem 3 weeks ago. A crack on the bottom left side of the moniter of my dv9000, it got worse every time i opend it and got to the point where i could see inside the LCD. I called HP and they sent me a box, i sent it, got the LCD part on the laptop replaced, and got my laptop back in 2 weeks, Overall that was the smart thing to do. Sent ur computer in to HP, thell fix it no charge as long as the warrenty that u said u got from staples is good.
October 27th, 2007 at 11:35 am
Yes I have good news! My computer arrived at about 2:30 this afternoon and I am using it to reply to your question. They fixed it and replaced both hinges.. They also upgraded the bios. I am not sure if the screen is new but it had plastic cover on it like when I first bought it and also on the camera lens too.
They said I had 90 days warranty on this repair or the balance of the original warranty.
Sol all is well with my computer. I did not have to restore any of my programs and it came back with all intact. All I needed to do was run windows update.
Dennis
October 27th, 2007 at 1:56 pm
I had the same issue as McCall with CompUsa. They tried to say it was from abuse, but they would submit the computer to HP. HP replaced the screen and hinge assembly with no charges or comments, and the CompUSA repair manager had no comments when I asked why HP had fixed it with no questions asked and no charges.
If your HP DV9000 series is having hinge issues, make sure to have your vendor send it in to HP for repair. Also make sure to back up your HD (I would suggest making a disk image) as HP and CompUSA will also reimage your drive to original state.
October 27th, 2007 at 5:50 pm
Also have proble with hing cracking on hp dv9000. Purchaed april 2007
October 27th, 2007 at 5:51 pm
another hp dv9000 hinge problem purchased at best buy 4/2007
October 30th, 2007 at 7:16 am
Same problem with hinge after april 07 purchase.
October 31st, 2007 at 1:58 pm
I am having the same problem and until now I thought it was just me!! I do however have an extended warranty , and am in the process of negotiating the repairs. The tech I spoke with seemed familiar with the issue but didn’t know wither the insurance would have to fix it. Also i think Hp still offers the extended warranty after the factory warranty expires. The catch is that it doesn’t start from the day you buy it. It starts the day you purchase the computer..
November 3rd, 2007 at 4:46 am
I Have a dv9013cl with the same problem. The left hinge split in two, causing a huge crackdown of the lcd back cover. I purchase all the parts and fixed by my self and guess what, it cracked again the same parts at the same places. And the warranty? fine thanks.
Frankly I don’t what to do.
November 4th, 2007 at 6:03 pm
i have a problem with my hinges on my dv9008nr.
the hinges seem weak and have lots of free movement. about two inches. i can move the screen with a finger and have it fall back.
no cracks though. i don’t remember when i bought it but i think its still under warranty so ill check that out.
November 5th, 2007 at 9:32 pm
HP DV9207 purchased at CompUsa…I have been sooooo careful with my laptop (even have the plastic protective cover on it to avoid scratches) Purchased in March 2007…Left hinge cracking and the screen is separating near the lock…Hope HP comes through…Waited a long time to make this purchase so I am really disapointed to have this defect…Will update with follow-up on repairs…..
November 6th, 2007 at 12:41 am
Was told HP would ship box to arrive in 2-3 bus days…”Complete process to take 7-9 bus days”. My concern is that repaired parts will do the same thing in another 6 mths or so. Anyone have any luck with replacement with different model. I was told I did not need to ship HD with laptop. Entire return process was arranged via online chat with HP tech.
November 6th, 2007 at 8:23 am
I have the same problem as everybody else here. No hint of damage, then suddenly the hinge had come apart.
I spoke with and HP rep, and I had a great deal of difficulty getting her to understand my problem (language barrier). She thought I meant that the screen itself had cracked, but we finally agreed on language: the lid is coming apart and there is no damage to the screen.
I have 19 days left in my warranty (it expires November 25, 2007). She has told me that HP WILL cover it under my warranty. I am awaiting a phone call with instructions later this afternoon.
I have an HP Pavilion DV9035nr purchased at Best Buy.
November 7th, 2007 at 11:21 am
same problem. also less than one year purchased at staples. hope i can get it fixed.
November 9th, 2007 at 4:08 pm
Guys I have a dv9207us and it had the same problem. It broke from the left hand lower corner in the key part. I wanted to die; this sorta thing has never happened and I have owned over 10 laptops throughout my time. Well I finally thought, “its been five months! I’ll make them fix this crap!” They took the laptop, fed ex and so far so good. I told them the casing was flawd and that they needed to do something about it. I mean, the case is beautiful, but too weak. They designed the upper casing too weak. Anyway, thinking of selling it off. I’ve owned Acer, Toshiba, HP, Compaq, and IBM. Of all the machines, the Acer, the cheapest, never gave me crap.
-John
November 9th, 2007 at 4:11 pm
ADDENDUM to #20:::::I forgot to also mention, as the days went on, the crack got larger and larger, moving up towards the top of the 17in screen. I have a feeling the sheer size of the machine is the problem with casing. Also, after some days, you could see the entire LCD screen, which was becoming crooked. I also had a hard time closing the machine because it would break even more. Again, this seems to have happened in the security hole area left hand side.
November 11th, 2007 at 2:40 am
3RD ADDENDUM to #20::::::To their benefit, they did send the laptop back. I dont know if I made that clear; it appears to be almost like new. They left the original LCD screen; just changed the casing. Either way, took about 7-9 days, very quick and efficent once I hounded the case manager - which you have to literally FORCE them to assign you to one.
November 13th, 2007 at 12:23 pm
left hinge has cracked, purchased it Mar 07, definitely a flaw!
November 14th, 2007 at 2:57 pm
Glad this wasn’t my fault.
Manufacturer: HP
General Model: dv9000
Actual Model: dv9207us
Purchased at: CompUSA
Purchased on: June, 2007
Location of Crack: Left hinge, security hole
This crack has led to the entire left side of the screen popping open. I have to snap it back together every time I close my laptop. I have to close it VERY carefully, too.
November 16th, 2007 at 1:12 am
The same issue - left hinge. Unfortunately warranty is over. HP said repair will cost A LOT. I found hinge set on eBay and going to change it by myself.
Oh, yes, that is my LAST HP laptop. Will never buy HP again.
November 16th, 2007 at 1:40 pm
Same here. Waiting for HP to return it. Bought from Compusa when they had the $799 thing. I had probably my best customer service experience in years. Nice to talk to someone whose English was superb (a Canadian) and promised to fix the problem at no charge and was quick and informative.
November 17th, 2007 at 1:56 pm
DV9000 purchased as a new factory refurbish from MICROCENTER.
Crack in the security hole…..
I wanted to purchase the extended warranty (before the crack) but after research in the warranty I found the computer wouldn’t pass inspection is I put a different operating system on it (Ubuntu Linux). The DV9000 could be a great laptop but with all these hinge problems I’m done….
NO MORE HP AND NO MORE MICROCENTER!!!!
November 17th, 2007 at 2:48 pm
Here is the complaint managers email page
EMAIL HIM until we get answers
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
November 18th, 2007 at 10:59 am
should the one year warrenty cover this….bill they refuse bought at costco
November 20th, 2007 at 6:05 pm
Ditto left hinge crack. Just happened 11/20/07. I’ll post my outcome.
November 27th, 2007 at 5:41 pm
I’ve had the same problem since yesterday. Purchased my laptop from Compusa on May 12th. Going to call HP tonight, and have them fix this problem. I love the hardware configuration, but I’m VERY disappointed in this issue. Nervous that it may happen again.
November 28th, 2007 at 8:15 pm
I have the same problem on my dv9000. Left hinge cracked. Calling today. We’ll see what happens. Still within one year warranty and have CompUSA full warranty protection.
I’m on the phone now with HP. Let’s see the outcome…
24 minutes and 39 seconds (according to Skype). HP will send a box for me to send it back to them. Return time is 7 - 10 business days. Oh, my warranty ends in 27 days.
Model: dv9000
Actual model: dv9060us
Purchase Date: December 24th 2006
Location: Comp USA - Columbia, MD
November 30th, 2007 at 10:51 pm
My DV9000 cracked, I called and I’m 9 DAYS out of warranty!! Really ruins an otherwise nice laptop. I will be looking at other brands when I shop for a replacement just because HP seems to not care about their products once they are paid for.
December 8th, 2007 at 10:42 am
Purchased 2x 9208NR same time 03/02/2007
Purchased Extended Warenty through BestBuy
Wife’s Went first - Hinge Crack..
Sent it in for Repair, October 27th.
Nov 27th recieved a call from Best Buy
“claiming” the computer would not post.
So they are replacing the whole unit. (Her replacement was a 9608nr)
Mine is currently in for Screen repair, as well as a Num-lock issue.
Dropped off 12/03/2007
Definately a Manufacturer Defect as Geek Squad Tech stated they are getting “a lot of these.”
December 10th, 2007 at 5:50 pm
I too have the exact same problem. I purchased my HP Pavillion dv9008nr on 10/16/06 at Best Buy. Within a week of the warranty expiring, I started hearing a popping noise when trying to close the laptop. This eventually led to pieces of black plastic breaking off and the left hinge completely separating from the casing. I too had to gently close by holding the bezel and casing which led to a crack in the bezel. I decided to keep the laptop open for fear of increasing damage since my warranty had expired. This past Thursday I used the laptop as normal with no functionality problems with the system itself. Friday morning I attempted to turn the power on and the system would not boot. It attempted to boot up but to no avail. I thought possibly it was the AC adaptor, bought a new one and still no power. I took it to Best Buy Geek Squad today and the tech recommended I attempt to get it fixed at a local shop since it would be a minimum of $250 just to send away and at least 3 weeks to fix. He also stated that the power (or lack of ) problem was probably caused by the casing separation. I just discovered this website today and am now going to contact HP tech support to see what can be done. Warranty expired or not, this is unacceptable. I am so glad I found that others are dealing with the same issues. I also really enjoyed this laptop before this problem started. Now I feel like I wasted $900. I will post again after I contact support.
December 20th, 2007 at 2:42 pm
Update:
My 9208NR was replaced as well..
Also Picked up a 9608NR.
Hopefully this is solved with the newer units..
Other than that.. A decent Upgrade..
Just thought I would Update on my Situation.
December 25th, 2007 at 7:25 am
I purchased a dv9207 back in April ‘07. I noticed the overheating issues, but just kept my notebook elevated above the desk to increase circulation. It was annoying to have to do that with a brand new laptop but I lived with it. Then, 2 days ago I started hearing the same popping noise and saw the same plastic separation as you all did. I was pretty fed up but was still able to close and open the laptop if I pressed the plastic around the bevel w/ my fingers. Now, it won”t even open or close w/out risk of cracking the whole d@mn screen.
I called HP and those crooks tried charging me $295 for repair. The rep tried saying the warranty did not cover this type of issue. Then he tried saying that I had caused this damage. I explained to him that I never take this laptop off my desk and there is no way I could have caused this damage. I had an idea that maybe the overheating issues might have contributed to the hinge problems, so while he was on the phone, I did a google search and found this page. I explained to him that it looked like several people were experiencing the same problems. He backtracked and said I could send it in and they would do it for free, but if the technicians thought this was done by my error, then they’d have to charge me. This was still unacceptable to me, so I asked to speak to the 2nd level. The next rep seemed like she knew that this was an issue, but she still wouldn’t admit it; however, she did say that they would fix it for free.
I asked her how I would be assured that the same thing wouldn’t happen again 6 months down the line when my warranty expired. She said that the technicians will fix the problem for sure and that I will never have this problem again. I wasn’t so sure how she could make a statement like this. Obviously there are several things wrong w/ this laptop that HP has failed to address properly. I tried getting a free extended warranty out of her, but had no luck. I figure I will try to get this as soon as I get my laptop back. I’ve got several questions and concerns over the handling of this issue.
1) Obviously many of us have the same problem, and this is a design flaw by HP. It angers me that HP is still trying to rip us off for $300+ (eventhough many of us are still covered by the warranty) when they should be well aware of this problem. If there is no recall, then they should at least inform their 1st level CS Reps of this issue so we don’t have to haggle w/ them over paying a repair fee.
2) Has anyone received a fixed laptop yet? I can see how HP can temporarily fix this problem, but have they found a permanent solution? Are they using a different material or some sort of boding agent to insure that this won’t happen again? It would be a real bummer, to have the same issue occur after my warranty expires.
3) Reading through some of these posts, it looks like several people were blamed or blamed others that they knew (ex. brother, sister, kids, etc.) for breaking their laptops. Who could blame them? It angers me that although HP is FULLY AWARE of these flaws, they have failed to send any type of notice to their customers. They are probably banking on the fact that for every X # of customers who complain, there will be Y# of customers who either ignore the problem, blame it on their kids, are too lazy to do anything, or didn’t find a webpage like this. Kind of sucks, but imagine all the kids out there blamed for breaking their parents computers.
My fedex box should be coming soon, so I’ll let you guys know how this turns out. I’m pretty sure I’ll never be purchasing a HP product again. The way the handled this entire situation is plain shady.
p.s. if you still have your warranty, and even if yours expired, don’t take no for an answer. Don’t get conned into only paying “half” of the full charge to get it fixed. This is their mistake and a critical design flaw. Elevate it if you have to, the higher you elevate it, I’m sure the more likely they have heard about this problem and they cannot ignore it.
January 7th, 2008 at 2:48 pm
I purchased my HP DV 9000 series notebook computer slightly over a year ago and am experiencing the same problems listed above. The left side (while facing the computer) hinge started to loosen and make noise when opening and closing, within days the hinge totally came apart and split up the side of the screen.
My one year warranty is up and my protection plan at circuit city doesn’t cover it, so HP wanted to charge me over $300.00 to fix it. Very frustrating considering it is practically brand new, it has never been dropped, etc…and according to this web page has been a major issue and flaw on the manufacturer.
January 11th, 2008 at 3:30 pm
I have had the same problem that you guys are talking about. I purchased my dv9000 widescreen model in Nov. 06. In June I began to hear a clicking and popping on the left hinge. Within a week I couldn’t open and shut my laptop normally because the bezzel was bowing out and separating from the casing. I was told that it didn’t fall under my warenty so I would have to fix it myself. So, I did. Duct tape. the DT has worked for a little while, along with a lot of very careful laptop use. But today I just got sick of it and began to shop around for replacements. Until I called an few places and found out that they were not stocked with the part. I will keep looking… but then I stumbled onto this site.
Any help you guys could offer would be great.
January 15th, 2008 at 12:18 am
i have the same problem and i have lost my screen as well!
please let us know where you can get the screen and the bezels
thanks
January 15th, 2008 at 4:01 pm
I have the same problem with the left hinge, and it was almost always there, I simply did not know badit was until it was too late. Since I bought the computer, the left hinge has popped when I closed the screen, but I never thought anything of it, then one day all of a sudden the whole cassing lifted off and I could not close the screen, so I called hp and I was 20 days past warranty. i saw this site and told the tech I was talking to about it and asked if he wanted the web address to it and he told me he did not and couldnt even look at if he had wanted to, so he put me on hold, went to his superior and then told me they had never heard of anything and they would be on the “look out for it” which does me nothing. I am student and need the portability, I can also not afford a repair, so my $1200 dollar laptop is now almost useless to me thanks to HP.
January 16th, 2008 at 1:48 pm
DV9033cl with a crack up the left seam from the security hole…I’ve just been on the HP help and support site and have found a complete shop manual for any repairs for the DV9000 and DV9200 series notebooks. It is in PDF format and anyone who searches for it will be able to download and view it. From what I can tell, the LCD bezel looks (to me) like a very easy fix. If HP would just send out the parts to whoever needs them, the repair could be done by anyone who has an inkling of computer building knowledge and tool experience. Could this be another option for those who don’t want to part with their notebook - as in my case - even for a few days? I’ve also noticed that in the case of HP, any repair done by them is only covered by a 90 day warranty. If this is a defect by design, chances are it will happen again in a few months and that’s, unfortunately, something we would have to live with. The only other recourse I can see at this time, would be to strengthen that left hand corner of the bezel to reduce the strain on it. I’ll see what I can come up with.
January 16th, 2008 at 2:43 pm
My left hinge also cracked open less than one year after purchase. I had bought the extended warranty at Fry’s where I purchased this machine. I have sent it in on December 5th to Fry, they sent it to HP and said that HP is well aware of the hinge issue on this machine. And that many people are having issues. Fry called me yesterday to say it is ready and are mailing it to me as we speak. I also have a plug problem with the AC adapter. But the AC adapter is broken my friend soldered it to try and make it better but it does not work again. I think there is a defective issue with this also. After I buy a new AC adapter I will probably have to send it in again to fix the plug in on the side.
January 17th, 2008 at 12:35 pm
I sent in my HP Pavillion on December 5th to Fry’s, it is an HP dv9010us, Purchased on January 20, 2007. It started to crack on the left hinge in November, first it was hard to open then the left hinge cracked. I called Fry’s on December 5th because I had a 3 year extended warranty on it and send it in. They sent it to HP for repair and HP sent it back and I have received it today on January 17, 2008. I had asked Fry do I need to copy or do anything to my laptop before sending it in and they said no. Evidently it is HP’s philosophy even if NOTHING is wrong with the hard drive to “reimage” it. They replaced my LCD Bezel, LCD Cover, Keyboard, and Reimaged my hard drive. I have lost my pictures and my songs. I called HP and was transferred seven times and finally just hung up. They said that whoever told you to send it to us should have said to copy anything I wanted to keep. Luckily I have a DVD with some of my tunes on it but my photos are lost forever.
January 20th, 2008 at 11:50 am
When sending items in to HP you are allowed to remove your hard drive and/or memory before sending it. In fact thsi was recommended to me by a tech when i was concerned with losing valuable data as well as the upgraded memory I had purchased for my laptop. However I would also only recommend keeping the hard drive if you are absolutly certain it is not a software issue.
Besides from that I would also like to join the growing list of people who have a broken hinge. My left hinge on the dv9000 is broken. My child does not touch this laptop and it is always kept in a well padded carrying case when not in use. Ii have owned mine for approximately 9 months.
January 22nd, 2008 at 6:50 pm
Took my DV9235NR to BestBuy tonight for the same problem everyone else is having with the 9000 series (left hinge). Purchased on 2/24/07. The Jerk Squad manager informed me that this WILL NOT be covered under warranty by HP or BestBuy because it is obvious it was dropped. I indicated to him that he does not have the authority to make these decisions and will ship it to HP in Louisville for repair.
In addition to the hinge problem is the lid switch…which cost a couple of hundred for a small circuit board and a switch. It has, for a long time come out of sleep and the display will remain on when the lid is closed. I requested they address this problem as well.
I uninstalled Linux and installed Windoze to simplify anything for the Geek Squad should they feel it necessary to browse around.
I have been in IT for nearly 20 years, I’ve seen everything and will be the first to admit if I broke something. This obviously was not dropped.
Like many of you, you probably opened the lid, noticed a popping sound, found the screw and brass nut stripped out of the back panel and the hinge cracked in half.
I should know in roughly four weeks what the results are. If HP does not cover this, they will find themselves in court over the repair because I am not going to fork over $600 to $800 for these parts on a laptop that was poorly designed.
Phil
St. Louis, MO
January 24th, 2008 at 11:48 am
I’m glad to see that I’m not the only one!
I purchased my laptop Dec 30, 2006 with warranty. I was told that my warranty would cover anything that happens to my laptop.
It was October or November of 2007 is when the “left hinge cracked”. We didn’t rush it in to get it fixed because we had warranty. So we thought!!!!!!
Well, I guess you can figure out what happened next!
The warranty company from where I purchsed the laptop would not cover the “left hinge crack” because it wasn’t caused by wear and tear but by misuse and abuse.
They were telling me that I dropped the laptop and that’s why the hinge broke! I asked them to prove it to me considering there has been no other physical damage to laptop except to a hinge that I can’t even access.
I’m currently dealing with the actual store now and we’ll see what the end result will be.
I’m also going to make sure that the warranty company receives this 22 page print out on the problem that has been happening to this laptop,
Thanks again for posting this! This is great!
Josie
Toronto, Canada
January 27th, 2008 at 11:37 pm
I was searching to find replacement parts for my dv9009nr display panel (or hinge at a minimum) when I came across this site. I have the exact same problem many of you have described and have had bad luck dealing with HP already. I have black plastic pieces that have fallen from the left side hinge and like someone mentioned, the cracking began but I never saw it as a real problem. There was no resistance…just a little popping noise. Then one night out of nowhere, the darn thing made a loud noice upon closing so I didn’t completely close it. My husband looked it over and found the separated panel, plastic breaking apart at the hinge (left side), etc.
I am completely frustrated as my household is well invested with HP as we have 3 HP laptops (I homeschool my three kids), and 2 HP desktops (all but one purchased in the past 13 months). This laptop’s warranty was up a month ago .
I will be looking for updates in hopes that HP offers a kit to fix this problem and admits that it really is a problem as well. Good luck with that.
Tricia
January 28th, 2008 at 5:56 pm
I posted about two weeks ago saying my hinge cracked and my notebook was out of warantee, but I e-mailed the CEO whose e-mail I got off of the site and explained that the problem was not due to abuse and referenced this site. 2 days later I recieved a call and Hp wanted my address to send me a prepaid box and fix my computer for me. The box came in three dayse, and my computer was returned fixed in a week (much quicker than I was told). So if they are refusing to fix your computer try that, and be polite about it, odds are they will help.
January 28th, 2008 at 8:06 pm
I have bought my HP DV9000 Jan 6, 2007 at Circuit City. Two weeks ago I noticed the left screen is spliting 1″ apart and can’t open and close the screen. I called HP last week but they never called back. Tonight I talked to HP 4 times but nobody can help me because warranty expired 2 weeks ago, and they quoted $280 to repair it. please give me some info to get my laptop be repaired for free or HP will replace it to new one. It’s a deffective product. Thanks.
January 29th, 2008 at 8:15 am
As everybody here, the left side hinge has cracked on my DV9000 2 months ago. It was on extended warranty plan with Future Shop (they have already change the motherboard twice in the first year) when I returned my laptop for repair, they told me that it would cost 450$cdn!!! It was not on warranty because it was a physical dammage. I told them it was just by openning and closing the cover in normal use, but they stay on their position. NOT GUARANTEED. I Called HP and told them the problem and that the base warranty was over, and that all my equipment (2 Desktops, Laptop, 4-in-one, printer) is HP. They send me a prepaid box by UPS, I returned my Laptop and today (1 week later), Mr. UPS gave me my Latop fully repair at no charge!!! New LCD bezel, LCD cover, left hinge, and new rubber cap! I’M HAPPY!
January 29th, 2008 at 1:51 pm
I’m less happy since I discovered, after a power-up of the laptop, that they have also format the HD and did a factory re-installation!!! I have lost everything on the HD. So be carefull if you plan to send your laptop to HP…. It is probably because I mentionned them I had a “little” bug using a TV as a second monitor.
January 29th, 2008 at 10:57 pm
Bought a dv9207 from Compusa 6/07. Heard a pop and left seam separated. Called HP and they are going to pick it up. Do we have any say in replacement instead of repair? I am worried this is going to happen again with no coverage. HELP! I have owned several laptops..never a problem at all.
Lori
January 30th, 2008 at 12:34 pm
Don’t let anyone tell you this problem is not warranted because it is physical damage. I just got my laptop back from HP’s repair department. The whole process took about 2 weeks and the customer service rep I worked with did a great job. As far as anyone being told it is not warranted, HP told me the problem is the result of a design flaw.
February 2nd, 2008 at 9:18 am
I am in the process now. I am supposed to be contacted by a supervisor. I have already received an email stating this is a design flaw. So far it seems HP might be doing the right thing. I will post an update once I know more.
HP Pavillion dv9000 series - dv9035nr
February 4th, 2008 at 3:54 pm
I can’t believe it. I have the same problem as all of the above. I called tech support and they told me that the part was not available at this time. I then spent the last 45 minutes on the online chat help desk. They told me they would arrange for a “paid” (meaning I would have to pay) mail in repair as my warantee expired 5 weeks ago. The hinge/cover has not come completely off as yet, but it has gotten to the point where I can’t close the laptop completely as the screen closes crooked.
I am still attempting to talk with multiple “supervisors” at HP to get this thing fixed for free as it is a problem inherent to the computer itself. I have a hard time paying $300 for a repair to a computer that cost me $1000. I’d rather save my money and buy one that I can actually rely on.
I am going to try writing to the CEO as Patrick mentioned above (#53) and see if that works. It’s too bad as this is otherwise a great machine with excellent components. I’ll keep you all posted. I hope that Arin above can post the e-mail he was sent from the complany rep stating that this is in fact a design flaw since I too have not dropped the computer and have no kids to speak of.
Fight the Power.
February 6th, 2008 at 4:34 pm
i have the same problem with my dv9000 hinge braking — hopefully can be repaired through pc world insurance. im really not impressed as this laptop is 1 year old and quite expensive. fingers crossed !!!!
February 7th, 2008 at 8:43 pm
Hello again… I’m comment #50 above. (DV9235NR)
I received my laptop back yesterday from HP. All is repaired, but they replaced the entire top half of the unit. Yes, the LCD too. I suppose it’s a faster fix rather than having to unscrew everything and replace just a hinge.
It was replaced per manufactures warranty, which really surprised the tech at Best Buy…but he’s a noob.
Phil
February 8th, 2008 at 8:32 pm
I’m chatting with hp customer service who say they’ve never heard of the hinge crack issue occurring with DV9000 notebooks!
February 10th, 2008 at 5:14 pm
I have same problem with dv9035nr left hinge crack and poping moving to split and heading toward screen damage. HP said that my warentee was up (in October) but sent me up the line..Do I have any hope
February 11th, 2008 at 8:44 pm
After chatting with HP support, they told me I had to pay $298 to have the item fixed, but also told me they have no such record of “hinge problems”. I referenced this website, but they tell me there’s no such problem. So, my hope for a recall seems nearly impossible.
Support did promise to elevate my case to a case manager who would contact me in 48 hours. That 48 hours passed today, but so far no callback. I foolishly didn’t ask for a case number and will have to call back.
February 12th, 2008 at 9:26 pm
I have the same problem with my Compaq presario notebook, which uses the same hinges.I have sent it in for repair 4 times, and each time the problem reappears after about 3 weeks,I think that the hinges just have a defect or something and probably were only made to open about once every five years!Now my warrenty has ended and i dont know what else to do…….
February 13th, 2008 at 11:46 am
I bought my daughter a DV9005us from Office Depot for college. Like most I’ve read, left hinge cracked. Called HP, out of warranty 23 days, got no love from them. Right in the middle of classes, so laptop down time is an issue for a fourth year engineering student. Dear HP: How many computers do you think a kid in college today will buy in their lifetime? How many HPs will my daughter buy; probably none. Bad business HP.
February 13th, 2008 at 4:38 pm
Have anyone also had problelm with the LCD screen? about a few days ago a came from work and found my dv 9030us left hinge split open and my video screen scrambled. i mean no video, just scrambled white light. i had the popping noise since a got my 9000 and usually noted it was from the left hinge and used put some preasure on it while closing it down, now it just open and the screen don’t work. Let me add, that i have been using it with a external 21″ LCD and a wireless keyboard, so it basically look like new. i just open it to turn it on and off.
February 16th, 2008 at 4:37 pm
Just got done chatting with HP tech support about my DV9035NR.
I’ve been having the same left hinge problem as most of you except mine is out of warrentee.
Is this something I can fix myself?
Thanks
February 19th, 2008 at 12:26 pm
I bought mine in may 2007. the screen casing on the left side is cracked all the way up. I never abused the notebook. I just looked up on the hp site if I still had a warrantee and it is expired. Isn’t this a defect?
Such is my experience. Don’t know what to do at this point. Pretty dissappointed.
d
February 20th, 2008 at 3:23 am
Update to Post #52…
HP did not contact me to let me know the status so I was surprised I had a delivery attempt already.
I sent an email using this link, http://www.hp.com/hpinfo/execteam/email/hurd/index.html?jumpid=reg_R1002_USEN as it was mentioned from another poster to this site. I didn’t hear anything for a week or ten days, then I received a phone call. They didn’t ask me a whole lot of detail on my laptop, the guy just told me they would do this one time repair for free. I am out of warranty by a month by now. I asked him if I will have to worry about this happening again…his response was “no, this shouldn’t happen again…at least not for a long time!”. He said “the part is defective so we are doing this one time repair at no cost to you. Your warranty was up last month.”. Now, if he admits it is a defective part, why does my warranty even matter? Shouldn’t it be recalled? UGH!
Anyway, I got the box the very next day, sent overnight fedex. It took me four days to get it back in the mail and one week later FedEx left a slip on my door that I missed the package. I have now had it attempted delivery twice…hoping third time is a charm and I will be here for the delivery
I was very nice in my email…I mentioned this website and that we are avid hp users. I didn’t have to give much detail over the phone so obviously the folks got my email and actually read it.
I’ll let you know what the results are when my package finally gets delivered. We’ve been out selling Girl Scout cookies everytime they’ve come.
Tricia
February 20th, 2008 at 4:50 pm
I have a dv9205, i purchesed it in July of 07. I recently had the hinge crack. I called up the HP support and they were really easy to deal with. They are sending me a box in the mail with a return label. 7-9 days later i have a fixed notebook. Its not as bad as everyone puts it as long as you are under warranty.
February 22nd, 2008 at 9:13 am
My warranty was up but they still fixed the problem and it was all completed in less than 2 weeks.
February 23rd, 2008 at 12:32 pm
Arin . On February 2nd you said that HP sent you an email stating this was a design flaw. How did you get HP to fix your machine and at what cost. Also could you share the email with us other HP owners. Thanks
February 24th, 2008 at 6:13 pm
After an initial chat support session with HP I was promised a call by a case manager within 48 hours. After 9 days and no call, I contacted support via chat once again. They had no record of my first support chat, which was upsetting. This time however, the agent did promise to have a case manager contact me after only a few minutes of chatting (the first time took nearly 15-20 minutes).
I got a call the next day, the case manager acknowledged the problem is something that is “known”, and offered to fix at no cost to me, even though my warranty expired in 4 months ago. He promised to send a FedEx box and then I’ll send away for service.
Much happier.
February 26th, 2008 at 9:21 am
Hi,
I own a DV9000 and yesterday… 136 days after the warranty expiration the left hige cracked.
Tuesday morning (Feb 26), I called HP to find out how to fix this. They first told me that there was nothing to do and told me to send it for a repair at my own expenses since the warranty was expired. Unhappy with the answer, I decided to investigate a bit on the subject…
I found your WEB site and I called back 1 hour later the same day explaning again my problem AND clearly mentionning that this was a known issue by HP and I mentionned your web site and guess what? The lady just told me… I’m sending you a box and HP will repair your laptop free of charge!!!
I’m from Canada and dealt with the HP Canadian Support group.
Hoping that this will help other.
Serge
February 27th, 2008 at 5:12 am
I’m from Spain and my left hinge was broken some days ago. The warranty expired a month ago. I’m emailing HP but the only response is that “it is a hardware failure and that it is out of warranty”. And they refer me to an HP web for diagnostic and give me a repair price.
I will persist emailing and calling them.
February 27th, 2008 at 9:04 am
Yesterday I finally had HP confirm that they will fix this on warranty. The DV9033cl that I purchased from Costco Canada in November of 06 was out of warranty according to HP but this defect seems to be causing a bit of a stir. Costco Concierge service, who I’ve contacted a number of times, maintains that every HP notebook Costco sells comes with an additional one year of manufacturer’s warranty which makes it a total of two years. This means that my notebook is technically still under warranty. So, anyone out there who bought from Costco should know about this and check into it if they are having the same LCD bevel crack issue.
At any rate, I’m now waiting for the packaging to arrive and I am feeling like something is finally going to be done about this thing.
February 27th, 2008 at 11:50 am
After I waited 3 weeks to have Staples diagnose the hinge issue with my Dv9000 . One week for a quote on parts, one week to order the parts, coming up on week 3. They called today to say that HP will fix it for free. However being out of warentee I already paid for the repairs $286 please and thank you. Plus $80 in labour. Staples offered to refund the cost of the hinges alone which is only $117, if I wanted to send it to HP to fix. The total amount of time would take over a month to get my lap top back from the time I droped it off at Staples till the time I could get it back from HP. This is completly unacceptable and I’m wondering if anyone else already paid for thier repairs and are seeking a refund from HP? I called a completly useless tech girl today who promised to “escalate” my file… any one else in this boat?
February 27th, 2008 at 5:33 pm
Thanks to your site (I had to politely ask for a supervisor twice and referenced the website) HP agreed to fix my laptop. I was 11 months into the warranty. Fedex’d on Monday, came back Friday a.m. Be aware, they reformatted my drive even though the problem was strictly with the hinge and the bezel. I so appreciate this site as without it I would have ended up paying to get this repaired. Be polite and firm and hopefully you’ll get what you need. Thank you so much for this great site!
March 5th, 2008 at 5:13 pm
I found this website yesterday and just got off the phone with them. I told them about my case splitting, there not being any damage or trauma (just open and close) and that this website exists and others are sending their products in to be serviced under warranty. The agent went and talked to his boss, and set up the info for the box to be delivered. Everything was “processing” so he asked me if he could ask me some questions about how i liked the laptop up to now and what i use it for etc…He even interjected “i have never heard of this problem with this laptop” (lol) Then he came back saying.. “Oh, there is a price listed next to this and your WARRANTY DOESN”T cover BROKEN HINGES.” I said, “Okay, but, there was no trauma, it was never dropped. There is a website dedicated solely to this laptop and its hinge failure and i can see others are having it repaired UNDERWARRANTY.” He said” Oh, let me go talk to my supervisor” . He came back “so i put in the computer WORN OUT HINGES and that is covered under warranty with NO PRICE TO YOU.”
Now the box is on its way to my house. But he still added on that the service center may call me if they feel it due to damage.
I’ll keep you posted on how it turns out. Hope this helps someone … remember… the hinge isn’t “BROKEN” its just “WORN OUT”…. lol.
March 13th, 2008 at 12:53 am
As of 3:19 pm local time here in Mesa Az, my DV9034nr was picked up by fed ex and is in route to hp where they will be fixing the hinge crack problem that I and apparently many others have been having. I will admit that I was getting no where talking to HP about this problem. That is ofcourse until I let them in on a little website dedicated to the beautiful dv9000 series….lol…. all of a sudden you would have thought i was royalty. no hassle, no questions, no warranty….and its a refurb to boot. this site is the answer to our problems… let them know about it and i believe they will eat the bullet and fix your hinge crack as well………Paul in Mesa Az
March 16th, 2008 at 5:25 pm
I have same problem. won’t repeat as it is the same as everyone else. GLAD I found this site. I am online with HP chat at this very moment. Will let you all know what they say. (my warranty is out by about a month right now)
March 16th, 2008 at 6:41 pm
the rep acknowledged it is a known issue and will have a case manager call me tomorrow. No case # or anything but he did give me a “sessionID” from our chat session. Will see how it turns out tomorrow.
March 17th, 2008 at 11:55 am
Hi Guys,
This has just happened to my dv9050, im 3 months out of warrenty
What do you think my chances of getting this fixed?
Any out of warrenty repairs? And how much has this cost if not?
Cheers
Paul
(Sheffield UK)
March 19th, 2008 at 7:36 am
u all r lucky ppl. I am in India, and I got the HP dv9035nr when i was in Houston. After an year, the left hinge cracked. In India, all the spare parts are real expensive, and the US warranty was null in India, they did not repair anything.
They said that the hinge cannot be repaired, instead, i would have to replace the whole LCD frame, which would cost me about 30000 rupees (800 $).
I was a bit frustrated, so i simply took apart the lcd screen and hinge, i took out the left hinge (broken), and just replaced the hinge cover (the actual hinge inside was broken). finally, i used a cello tape and glued all the small bits and pieces of the cracked screen (bottom), and renamed it the “Indian hinge” *ROFL).
now i am working on the laptop with only the right hinge, making sure that i do not push the LCD screen too far backwards, otherwise, it will fall flat on the backside.
peace!
March 20th, 2008 at 1:01 pm
I am SO glad I found this site. I have a DV9000 and so does my boss. A few days ago, I got the same left side hinge/lock crack as I’m seeing on so many other posts. Today, my boss mentioned a crack he had in his DV9000 and I couldn’t believe it!!! Both of us!!! I purchased an extended warranty through Sam’s Club but they will not honor anything until I can find my original receipt and paperwork which I have not been able to find since moving! Fortunately, for my boss, his computer is a company computer so they will pay for it. I am bookmarking this site for more thorough reading later. I am going to try to contact HP and what I really want to know is WHY HAVEN’T THEY ISSUED A RECALL?????????????????!!!!!!!!!!!!!!!
March 23rd, 2008 at 8:32 pm
I bought my laptop in November 2006 from Comp USA and the same problem that everybody is having happened to me. The left hinge cracked. After sending it back to HP for repair 4 Times! It has not come apart for the past 8 or 9 months but that is because I have not moved it from my desk because I am afraid that it will happen again. Does anyone know if there is a recall on this model or if maybe a class action suit is on the works because I paid $1800 for this laptop and it is totally useless. This is the worst model of any laptop. This should not be happening. COMPUSA has the worst customer service out there. You buy an extened warrantee from them and then when its time to step up to the plate they say it not covered and try to charge for repair. IS THERE ANY PROTECTION OUT THERE FOR CONSUMERS????????????? Now the latest thing is that the screen is starting to black out from the left hand corner. 1/4 of the screen is dark and the other 3/4 of the screen is light. Help!!!!!!!!!!!!!!!!!!!!
March 25th, 2008 at 8:49 am
I have a DV9207US laptop bought on 3/22/2007 and the left hinge is cracked. I was out of country the last three weeks and use skype to talk to the family. We were having a problem with the microphone being intermitant and this is probably the reason. When I got back I found the hinge broken and the unit is hard to close now. I have been talking to HP and they want $298.00 to fix the problem. I have contacted HP twice, once before I found this site and once after, they did not change thier offer to repair for free after mentioning this site. I did E-mail the CEO today and will post any results or responses. I would like a copy of the E-mail from HP that Arin in #59 talks about recieving!
March 25th, 2008 at 10:15 am
i have today spoke to hp in bracknell about my HP Pavilion dv9000 regarding cracked hinge …my laptop is 16months old and out of warranty. i was kept waiting forever for a support technician - he initially told me i was out of warranty but i advised him that it was a design fault problem and that i would like my laptop repaired as soon as poss. He advised me that only certain models would be repaired under an extended warranty. There is a list on the hp site of the models that
they are offering an extended warranty on.
After quoting this site and the problems many other purchasers are having and advising him that i will be
making a complaint to the Office of Fair Trading. He asked for my telephone number and told me he would phone me tomorrow after work to advise me what if anything they are prepared to do. I of course took his name and department in case he fails to call.
will keep you posted on what happens next.
March 26th, 2008 at 10:06 pm
Dv9033cl from Costco Canada. Feb 26th I finally received an email from HP stating that they have begun a repair order on my behalf. Since then, I’ve called asking whether the box has been sent or not? They “elevated” my case and told me it would be sent within a few days. A few days later, I called back and asked to speak to a supervisor. After an hour on hold finally spoke to a supervisor who “elevated” my case even further. He told me I’d receive a call from a case manager.
A week later I called and asked to speak to a case manager - another hour on hold - I was told to expect a call from one in a few days.
A week later I called back to find out what the H was going on? Another hour and twenty minutes later I spoke to a case manager, “Johnny”, who said there was nothing they would do since the laptop is out of warranty and then put up a big tall wall.
I mentioned this web-site, and he replied that they pay no attention to third-party websites. I mentioned that I knew of lots of other consumers with the same problem who had the repair covered by HP - he just denied it. I said there has been no known case of such a problem with any DV9000 series laptops. I was angry but still kept civil.
I have found a case manager’s direct phone number on this blog - just press “0″ when it asks for a case mgr’s extension.
I have also found the interesting post that describes a service enhancement to refer to when contacting HP.
I will try this tomorrow and see what happens. Overall I think this whole experience has been rediculous and I hope no one else will have to go through what I have so far. It’s been very, very frustrating - and it takes a lot for a patient person like me.
I will post any further help once it comes along.
March 26th, 2008 at 10:35 pm
I’ve emailed Mark Hurd of HP by using this email URL. I would suggest that anyone else with problems dealing with HP customer care do the same - and often!
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
March 28th, 2008 at 10:48 am
To follow up on post 89, I did get a call from a case worker. She asked what HP could do for me, I replied that my left hinge was broken and that this was a common thing on the 9000 series laptops. She did hesitantly reply that it was a known problem! I stated that I wanted the laptop repaired under warrantyand she said that they will honor the warranty and are sending the Fed Ex box to me to mail back my laptop. So it seems that E-mailing Mark Hurd the CEO gets the action going! She also stated that my laptop will have a 90 day warranty after the repiar is completed and I would be able to get an extended warranty at this time. This may be a smart thing to do seeing the problems so many are having. I will follow up with the results.
Scott
March 30th, 2008 at 1:14 pm
Yes as all of you last night my hinge broke!!! on my HP Pavillion dv9207, I contact HP via chat, i didn’t have the change to completely explain the issue and they where already explaining me the problem, i found that really curious, then i found out that my warranty was due by 5 daysssss!!!!!!!! that is like I joke, he ask me a few questions, and a basically i told him that it laptop is always in my desk, that i don’t even travel with it, he told me he was gonna refer my case a step forward, he told me that they will repley to my by phone o email in the next 48 hours i just hope they fix this for free cause is a common case, and me is just 5 days due!!!! i don’t know if they don’t do it I will sent them this page!!! is like HELLO a hole web site just for this problem!!!! I love this machine is really great the only thing is that has Windows Vista!! jajaja, other than that I love it, but this DEFECT is a huge problem and step back!!! well I will updated this a soon I get a response from HP… keep posting more info about this problem!!
Jorge
March 30th, 2008 at 8:35 pm
I have the same hinge/split bezel issue… mine broke shortly after warranty expired and i have not been able to shut my laptop for fear of breaking further for the last few months. i didn’t pursue fixing it cuz i can’t afford to, but i chatted online with support rep tonight who is escalating my case to a superior to see what may be done since i have no warranty. now i found this site!
we’ll see what happens… this is my second hp laptop (a replacement for a different model that had a design flaw) durability seems to be an issue so far with my hp’s… and i use them gently, never leaving the house with them! i just hope they back their product. i will be mentioning this site to them… i can’t afford to pay for their errors. oh, and to further that this is an hp fault- since my case is cracked so badly, it began to reveal the insides of my laptop…only to find a white sticker/tape with a red mark on it on the inside of the casing… it’s a tag from their quality assurance inspections noting there is a flaw in my casing that needs fixed before assembling and shipping to stores…. but they neglected to fix this one and sent it out flawed where i bought it unknowingly. i have valid proof though that mine is broke due to hp negligence now… so hopefully that will make a difference. am sad that my laptop is broken though… i have enjoyed how it has performed and how nice it looked before it broke, but the durability factor is a bummer. i have a session ID # and he said they’ll call me within 48 hours.
March 30th, 2008 at 9:28 pm
hey everyone, i got the same problem too unfortunately and i’m out of warrenty by like 164 days. i live in victoria bc but i purchased the dv9040us model through hp.ca.
anyway, i just got off the phone with hp and i spoke to a case worker. she was nice. like basically i just put in a repair order. i didn’t fight the charge or anything because like i’m on holiday at home and quite frankly i don’t have time to deal with this. i already bought another laptop so like whatever…
she told me that all laptops get reimaged, but i asked her if it was mandatory. she said no, so she put a note in for me to say no to reimaging. she told me too to put a note on the keyboard to say no to reimaging. i will back up my C drive anyway.
anyway, if anyone wants to know the canadian cost to fix this it’s $418.95 CDN. that includes the shipping and labor. she breaks down the cost for you so like $193 was the labor…i had to give her my credit card information over the phone…including my mastercard secure # so like that was kind of uncomfortable…but like i guess you have to…
so in 1-2 business days, ups will be sending me the box to put the laptop in and then i will ship it to hp. she said it will take 7-9 business days to be fixed, but she said for cosmetic fixes like this one, perhaps shorter like 2-3 days.
she assigns you a status number and a service number. and she gives you the web addres and phone number that you can log on or call to check the status of your repair. you will need a pen and paper handy to write all of this down.
i actually IM’ed support first and then they rerouted me to a Canadian number that I had to call and they had all the IM info on hand because I was assigned a case number through the IM. perhaps it’s easier to IM for help first AND THEN call because like…sometimes to explain this problem is easier by writing it out than saying it.
like the lady on the phone was going on first like perhaps the LCD could be damaged and i was like no man it’s just the cracked cover. like i’m using the laptop now and have been for the last 3 weeks with the cracked cover…it’s just the cover. please reiterate it’s just the stupid cover that’s broken and nothing else or they won’t understand.
i just find it hilarious when like i say at the offset that like i know i’m over the warranty can you like just tell me where i send my laptop to and how much it will cost yet they still go through the spiel of extended warranty and you are over your warranty so it will be a charged repair…it’s like yeah i know like just hurry it up and tell me what to do so i can like get this fixed.
anyway seems painless enough…save the cost, but like whatever. anyway, i’ll let you guys know when the laptop is for real fixed. thanks for this site and for everyone’s insights on their fix experiences.
March 31st, 2008 at 10:17 am
I’ve sent another email to the CEO of HP, so that’s two total, and have yet to hear any reply other than an automatic “thank you for the email” message.
BTW, the DIRECT number for CASE MANAGERS is 1-877-917-0380 and just press “0″ for the next available person. This is much quicker than going through a CSR and waiting on hold forever.
I’m pleased to see other posters on this blog are getting positive results. I intend to keep trying until they fix mine too.
March 31st, 2008 at 3:18 pm
I live in Colombia and I bought a dv9074cl through a seller who imported it from US. then 5 or 6 months later the hinge broke.
The seller refuse to fix my computer because he say it was caused by abuse. They repaired the damage welding the hinge and now the bezel and the enclosure has separated again. Now I have to open the lid carefully to prevent a higer damage.
I have a friend who bought a dv9000 and has the same problem. At least I know that I’m not alone.
Otherwise the OS don’t recognize the wireless card, only some times.
They say me that I don’t have warranty from HP in my country because these just is selling in US
April 1st, 2008 at 6:18 am
Purchased my DV9000Z in Jan 2007 and the hinge broke along with the wireless card which quite working.
The phone number listed above has been disconnected, However, customer service said they would repair the unit free and that hardware support would contact my in 24 hours.
The hinge is a designe flaw for sure.
April 1st, 2008 at 6:34 pm
update: i got a call from case manager today, but i missed the call and had to call back. i got a different case manager assigned to me since mine was no longer in the office. he read through my previous chat with customer support, silently for a few moments, then immediately began to read to me a disclaimer saying they would fix it for free, and are sending me a box to ship it in. they will reimage it and fix it all as a one time fix… it was easy, no hassle… they’re fixing it! after he put in my service ticket, i said i really enjoyed my laptop, how it runs and looks beautiful when not broken, but was surprised to have the hinge issue and that i found a site online where many people said they have the same issue. i said it was sad to hear of such an issue for such a nice laptop… but he said essentially ‘yeah, it is sad it’s affected so many, but luckily because of that is why i am able to offer service for free for you!” Yay HP for doing the right thing for me!!! for the rest of you who don’t have warranty like me- talk nicely to hp support via online chat- tell them how nice you’ve enjoyed your laptop but unfortunately your hinge broke and it’s a common issue with dv9000 series you saw on a website… be firm that they need to stand behind their product and fix it (even when they tell you you’re out of warranty), and eventually they’ll cave and turn your chat session over to a case manager who hopefully won’t give you any hassle and will fix it for free like mine! now i just wait for the box in the mail… will update when it’s fixed. God bless to the rest of you!
April 2nd, 2008 at 2:46 pm
I purchased my HP Pavillion 9010US lapton in December 06 from Circuit City. So, it is out of warranty by about 3 months. My left hinge just cracked too.
I bought the extended warranty for 2 years, that costs $200. My first step was to call Circuit City, and they said they wouldn’t cover because it was a manufactur’s defect. I am not usually one to by extended warranties, because just like insurance, they love to collect your money, but don’t like to pay out. I figured I would play it safe on this one and get the extended plan. What a waste of $200. Do NOT get the extended warranty from Circuit City..you are better off saving the money, and paying to fix anything you need to.
Ok…well the rep for Circuit City did tell me that he had heard of that same problem with this model, and recommended I search online to see if there was a recall…so I guess they were willing to help when it didn’t cost them any money
hah….
so that is how I came across this site…after visiting, I called HP. The 1st level rep was completely useless. I explained the situation, and I don’t think her comprehension on this subject, or any subject for that matter, was that good. She offered to send out a box, and then told me the that it would cost $300. I told her forget it…asked for her supervisor, she put me on hold, then told me her supervisor was not available and to call back.
Luckily…from this website, I also explained the situation via the webform at
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
last night, and just got a response while I was typing this post. The case manager was very polite and accomodating. His name is Charles. They are going to fix it for free even though the warranty expired 3 months ago. I think that is pretty respectable for HP. They had a defect, and if you escalate as I and others did, they are taking care of it, even when they probably don’t have to.
Overall…wish it didn’t happen because I will be without my laptop for about 10 days….but at least HP stepped up and took care of this free of charge for me with my expired warranty.
April 2nd, 2008 at 9:57 pm
Ditto… DV9074CL, LITERALLY OVERNIGHT this occured… Purchased 16 months ago…Just another hard-working American, who gets to take it in the shorts by what USED to ba an outstanding corporation….What’s the deal with
korporate amerika nowdays?? No wonder consumer confidence is at a 15 year low……piss poor….. And yes, you can quote me on that……….
April 3rd, 2008 at 4:23 pm
HELLO EVERYONE,
I HAD THE EXACT SAME PROBLEM MINE, I EMAILED HP SEVERAL TIMES, WAS PROMISED A CASE MGR, NEVER GOT ONE TILL A WEEK LATER, I WAS READY TO GIVE UP, FINALLY I CALLED ONCE AGAIN AND WAS VERY HOT WITH THE PERSON I GOT, GOT ME TO A CASE MANAGER, I EXPLAINED THE SITUATION TO HER ALONG WITH ALL B/S I’VE GONE THROUGH. ANYWAY SHE AGREED TO FIX IT, THEY SENT ME A BOX NEXT DAY, AND FIXED IT LIKE NEW, I GOT IT BACK IN 3 DAYS.
BUT, REMEMBER YOU HAVE TO KEEP AFTER THEM WARRANTY OR NOT, MINE WASN’T WARRANTIED. BUT, THESE ARE DISPOSABLE COMPUTERS. AND FORWARD THIS SITE TOO. GOOD LUCK..
April 4th, 2008 at 4:00 am
Sorry they are not disposable !!! Be sure to forward this site. Only 90 days on repair which is b/s too. I’m afraid too close this one when it’s hot so it does not happen again. THEY HAVE TO ISSUE A RECALL ON THIS DEFECTIVE PRODUCT.
April 4th, 2008 at 11:34 am
I purchased a DV9005t as a refurb from ecost.com in early 2007. I liked the machine so much that I bought one for my wife and later a third for incidental use around the house. Now the two initially purchased have the cracked hinge problem described here. When one went bad, I figured that it was the luck of the draw, but when they both failed with the same problem, I was certain it was design flaw. Thanks for the site.
April 4th, 2008 at 5:29 pm
I just started searchiing the internet for a solution to mu husband’s broken laptop hinge and came across your very helpful site. His is a dv9235nr and although the hinge has snapped on the left side it hasn’t travelled up the case yet or damaged the lcd. I am on hold with HP as I type this. They are basically going to have someone call me. I told them about your site and although he is initially saying I will have to pay (We are 35 days past 1 year warranty) I am hoping that seeing how this has affected so many others they will cut me a break. I’ll let you know how it goes!
April 5th, 2008 at 7:04 am
I too have had this issue, have been dealing with the crack for about a month or so now. I was just at the end of the warranty when it occurred. I just now sent and email as some have suggested. I will respond back with experience. Thanks to whomever started this page, you’re saving a lot of people a lot of money. Kudos.
April 5th, 2008 at 8:14 pm
I opened up my dv9033cl this morning just like I have done since Dec. 2006 and bang! - little bits of black plastic fell out of the left hinge area and the left and bottom seam split out around the display. No one ever heard of that one before, right!? So, after reading all the problems people were having in getting HP to own up to the defect, I reluctantly went to Costco where I purchased it ready to bring the house down if they weren’t going to cooperate.
Well, let’s just say I’m one happy customer right now. Costco said that they wanranty ALL of their laptops for two years and that I needed to call their Conierge Service and they would fix me up. Surprise, surprise, they did! I called them, they took my information on the PC and hooked me up with a HP customer service rep within minutes of my call. He told me that HP would send me a Fed Ex pre-paid box to pack that computer in by Monday or Tuesday (this is Saturday) and that I should get my repaired PC back no later than 10 days from today. No questions asked except for what happened, which I told him. It’s all being paid for HP and it doesn’t cost me a dime. We’ll see if it goes off without a hitch but I’m expecting it to.
My advice - buy from Costco! Due to the volume, I think they pull a lot of weight with their vendors like HP, Toshiba, Gateway, etc. What could have been a painful experience turned out to be a very pleasant one….so far.
April 16th, 2008 at 11:36 am
Hi, I am from Brazil and have DV9033cl that broken the left hinge. The HP Brazil supports doesn`t works with this notebook series, so I have no support. I can replace this part by my self, but I don`t fint it in Brazil.
Another question, in the manual they told that there are 2 kind of hinges, for notes with 1 and 2 lamps. How can I know what I need? Where I can buy this part?
What about the cost?
Thanks for attention
April 16th, 2008 at 7:25 pm
23 days after the warranty expired I took the time to call HP about the cracked left hinge. 63 dollars for the hinge kit and about 21 screws to do the replacement. Thanks for the site, already sent email to the complaint manager.
April 16th, 2008 at 7:52 pm
Mine is a dv9000 about 13 months old from Comp USA.
April 16th, 2008 at 7:53 pm
The split is right above the lock hole left side.
April 17th, 2008 at 7:42 am
To follow up on post 93, I recieved the Fed Ex mailer box and sent my computer in on the 3rd of April. I recieved my repaired computer on the 10th fixed and free of charges. So e-mailing the CEO like I mentioned in post 89 did the trick for me! I hope that yo all have success in getting satisfaction from HP support.
Scott
April 20th, 2008 at 12:05 pm
Have had the same problem with my laptop. Started in January, just past warranty expiration. I finally got around to contacting HP after reading comments on this site. I went through customer support and had no problems getting my laptop fixed at no charge to me. Sent my computer on April 9 with the packing material sent from HP. Received it back on April 12. They replaced the LCD latch, LCD Bezel, LCD Cover and a cable. Very happy that they resolved my issue without difficulty.
FYI, I purchased my laptop from Circuit City. I was told that they would fix it for me for $500. Had some initial problems (not related to hinge crack) with my laptop in first month of ownership and took it to Circuit City. Horrible experience, so not surprised at their response to the hinge issue.
April 22nd, 2008 at 7:05 am
4-16 called HP in India.
4-16 found this site.
4-17 called HP back for ticket number.
4-17 called HP headquarters.
4-17 Case manager called back and agreed to send box, no
charge.
4-18 Received box sent back Notebook Kinko’s drop site.
4-22 email from HP notebook should be back in my hands in
in one week.
April 22nd, 2008 at 5:15 pm
Over the past several weeks my HP Laptop has been popping when I open and close the cover. But yesterday there was more then a pop, there was a crack and then a nut and screw fell out of the left side of the cover along with a few small pieces of plastic. I too have just past the 1 year warranty coverage period and my connection with both the customer service tech people and then the case managers yielded me absolutely nothing but frustration and no option but to pay for the repairs myself.
They absolutely refused to recognize that this website and issue exists and that there are noit just a few off us with the same problem but 1000’s if that. They would not even discuss that it was a design flaw and that over heating on that end of the computer lead to weakening of the structure and integrity of the pasts which ultimately would fail and crack usually in a time frame beyond the warranty period. So I know that since this is the case the numbers are in their favor and they without fail say you’re beyond any warranty coverage. Forget ever getting customer satisfaction and HP ever making the situation right for most of us.
I have e-mail Mark Hurt CEO President as others have on this post hoping something my progress further from my communications. I know he most likely wont’ address the situation himself but maybe someone in his entourage will be more amiable in seeing this situation righted.
Wish me luck. I know some of you have gotten satisfaction and others haven’t. I would like to see that everyone is satisfied. If the issue was my fault I would feel responsible to pay for the repairs but that obviously is not the case here as it is with most of you guys.
Thanks for you open ears to my frustrations. Kevin
April 23rd, 2008 at 5:51 am
My e-mail to Mark Hurd, CEO President HP
Dear Mr. Mark Hurd, CEO and President
I purchased a HP Pavilion Notebook Model Number dv9030us on December 18, 2006 which was purchased as a Christmas gift and not touched until Christmas day. After several frustrating days of trying to get the darn thing running I returned it to Circuit City and after a rough prolonged dialogue I was able to get a replacement at that time with them acknowledging it had a hard drive defect.
Since then I have had some minor issues but have taken good care of my laptop. Over the last several weeks I have been hearing a popping in the left lower portion of the LCD screen. As of yesterday the laptop just simply snapped at the left lower hinge, with some plastic pieces and a small nut and bolt falling out. I can barely get the screen to open and close.
I contacted HP Invent customer support and was told the only way for this to get fix was to pay for it. I am not ready to except that option as I have researched my issue online and have come to find out that I am not alone. More that over 1500 other customers have made people aware of this flaw design known on the following website: http://www.notebookhingecrack.com/2007/09/16/hp-dv9000-notebook-hinge-crack/ . It’s obvious that if anyone is going to go to the extent to make a website site solely dedicated to this issue there is definitely an issue.
I have been a good customer of HP products and have multiple peripheral devices from scanners, faxes, monitors to printers to boot.
I know my 1 year manufacturers warranty has expired, but as I told the customer service rep and case manager, if this was my fault I would not hesitate to pay but this is a manufacturers problem with some many others experiencing the same exact problem.
I wish HP would help me remain a loyal customer and do the right thing by making this situation right for me. I hope this e-mail just doesn’t get dumped off into cyber space and never read.
I am willing to wait for a response before I begin calling and writing the Attorney Generals Office, The Fair Trade Commission, Better Business Bureau, Circuit City, the Visa Card Company, My Local Bank and Local News Stations amongst many other organizations that may take record of this and may act in behalf of all those concerned who are dealing with the same complaint.
Please restore my confidence in humanity, by treating me fair.
Respectfully Submitted,
Kevin L. Jones
April 23rd, 2008 at 8:00 am
Kevin, the two emails I sent to Mark Hurd were eventually answered by Danny at Exec Escalations about two weeks later. He was very quick to have the issue resolved so it appears as if the lower echelons of HP are being told to act like ignorant cattle but the higher-ups will select those that persist in order to provide their brand of “customer satisfaction” just to show a glimmer of HP’s human presence.
My advice: don’t give up - keep a steady course - be firm but pleasant. Good luck!
April 23rd, 2008 at 8:30 am
I have the same problem. I have a dv9208 purchased in March of 2007 from Best Buy.
It is out of warranty and it sounds like it will just be fixed with the same parts that will eventually break again.
I shook out the broken pieces and drilled a hole through the lid and now have a screw with a nut on it securing my left hinge. Here is a link to a picture of the “fix” http://time2vent.googlepages.com/hppavilion
April 23rd, 2008 at 3:15 pm
Ken,
Thanks for your post. Your reply gives me hope and that maybe something positive will come of this sour and bitter situation. And again as I told the Techs and Case Managers at HP it is not he $300.00 to repair it, that is the problem, it is the fact that I feel it was a defect in their product which they should back 100%. I have already looked into having a local HP authorized repair person fix it if all fails; as I would rather have a small business owner locally make a profit off my loss than give it to HP directly. But, my head is up and I am confident that HP will do what is right, as I will continue to persist as you stated and be more then polite in the course of my pursuit of justice. Thanks… I will keep everyone informed of my results.
Kevin
April 28th, 2008 at 3:47 pm
I commented a few weeks ago #107. Just wanted to report that HP repaired my laptop with no questions asked. Thanks again for whomever started this post.
April 28th, 2008 at 6:56 pm
I purchased an HP DV9030us from Circuit City in Nov. 2006. Left hinge cracked in January 2008, just out of warranty. I have contaced HP several times with no results. I am currently chatting with them and asking for it to be escalated. I will repost with results.
April 29th, 2008 at 4:31 pm
Update. I called the number that others have listed (877-917-4380 x. 94) and referenced service enhancement C01059646 and did not get any results. The person I spoke to stated that the service enhancement only applies to models still under warranty and that he could not help me. He stated that there was no one else to contact above the case manager department except corporate but could not tell me how to contact them and stated that they would just refer me back to a case manager. When I mentioned the site and that people are stating that repairs are happening beyond the warranty he stated that someone entered the service order incorrectly and if he did that he could lose his job. I was very nice and went through the whole loyal customer thing but it did not help. I don’t know what else to do… Does anyone have any phone numbers or email addresses for corporate?
April 30th, 2008 at 10:11 am
Purchased an HPDV9030 US in November of 06. Hinge broke in January of 08. Took to CircuitCity to be repaired. Sent off to HP and sent back to me saying that the hinge damage was my fault. Computer sat on desk for the entire time of ownership, so this is obviously ludicrous. CC promptly lost my computer and when it got returned to me 2 months later, damage was even worse than when originally sent in. CC customer service is a joke. After months of dealing with escalated customer service, finally called a Quality Control person at HP that I had previously dealt with. They told me today that a supervisor will call me back as my computer is not under warranty anymore. Will post anything that happens in the future.
May 2nd, 2008 at 3:39 pm
Spoke with executive customer relations today. This is a waste of time, they lauged at me and said sorry, no warranty. They also said that HP does not believe anything posted on the internet when I referenced this website.
For anyone interested in writing letters:
Mark Hurd, VP
Hewlet Packard Co.
3000 Hanover Street
Palo Alto, CA 94304
May 6th, 2008 at 8:38 pm
HP promptly sent a box for my computer to be repaired at no charge even though it is not covered under the warranty anymore. Let you know how it goes.
May 14th, 2008 at 11:03 pm
I bought this laptop during Dec 2006. I have overheating issues with this but as I was covered under warranty for first year it was fixed.
Recently, the left hinge casing of the LCD screen started cracking open. I am unable to open and close it as smoothly as i did when i got the laptop new. The problem iss get worse as the screen casing is now crooked and I am wondering when it will crack open or break compeletly.
So I did call HP (2 weeks back April 29,2008) and as my warranty was expired they gave me an option of buying the extended warranty and I was ” PROMISED” this left hinge cracking would be” taken care of” and also with overheating issue.
After waiting for 2 weeks to get the laptop repaired I got the laptop back today afternoon and hinge issue which was my main concern had not been take care off. Also the laptop still feels really hot. I have no clue what they repaired but they say that few things were replaced and repaired in the Customer receipt.
When I called the HP customer service now they are saying it will not be taken care as it is accidental damage. I did clarify and point out that not only me many other customers are facing the issue they flatly threw their hands up and said I have to buy the accidental damage warranty.
I feel ripped off and I have asked them for refund of my 2 year extended warranty. Again someone from will call me from HP in next 48 hours and the refund is not yet confirmed. I have still gone ahead and raised a service ticket with HP and I will be called in 48 hrs for the left hinge cracking.
Any suggestions…
May 16th, 2008 at 7:17 pm
DV9005US
Case manager said would make note of it might get repaired while they are replacing the MB because of a issue with the PCI-E WiFi card that affects pavilion dv2000/dv6000/dv9000 and Compaq Presario v3000/v6000 Series Notebook PCs
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us&dlc=en&product=3253944&lang=en
Box should be here Mon will post results
June 19th, 2008 at 7:53 am
dv9207 widescreen, compusa
i don’t know if anyone’s said this yet, but if you get a customer service rep who insists the damage was your fault, call back. the first time i called i was asked to describe the problem, and so i described how the back of the lid was separating along the left-hand side, etc, and was told it wasn’t covered under the warranty.
the next time i called i made it clear something had snapped off inside the hinge and that this was the root of the problem. they still acted like it might be my fault, but grudgingly accepted it and actually repaired it quickly and did a fine job. i’m glad the techs are better people than the reps.
June 30th, 2008 at 10:04 am
I just had my left hinge crack on my hp dv9000 also. Is there a place where I can just buy the replacement parts? I could do the repair myself. My hp is out of warrenty and I know they won’t fix it for free.
July 2nd, 2008 at 5:45 pm
I also have 2 of the dv9207 laptops purchased from Compusa… my warrenty ran out just 3 weeks ago and the hinge on my wifes laptop broke. I checked the other one and it to is starting to split! this laptop has only had the lid closed like 3 times the entire time ive had it and it never leaves the desk!!!!! this is clearly a design flaw and HP still denies that it is a problem at all, clearly this has been going on for more than half a year… this is clearly lawsuit material…….
July 5th, 2008 at 5:04 am
Hey Guys…I have a dv9205us purchased in March of 2007. My left hinge is broken too! My problem in getting it fixed is that I now live in China. The 17″ HP model computers are not sold or serviced in China and HP will not send the parts to me since I live in China. I can’t shut the lid the to my computer. I am up a creek. I cannot get the parts shipped to me from Hong Kong, USA, Japan, or anywhere.
I will never buy another HP product….
July 11th, 2008 at 4:35 pm
Bought my DV9233CL in March 2007, the left hinge started to have problems six months later but didn’t get around to calling Costco Concierge until May 2008. Since Costco extends the warranty, I was covered. They sent a box next day air and I sent it back next day. It took about 14 days but they sent it back next day air as well.
ONE HUGE CONCERN, luckily I read that the fine print was that they will erase your entire hard drive. For those who might send it in…Firstly, if you do not have any problem with your OS, make sure you note that they should not touch your operating system. But I would definitely back it up. With the hinge issue gone for now, I have to spend the numerous hours to put back the software that is now completely wiped out. I would take the hard drives out if it ever happens again. Darn HP rep told me they needed it in there to test the screen!!!!
July 14th, 2008 at 6:39 pm
Hinge on my DV9220 cracked today. Chatted with HP online and this is what she said
“I will arrange a call from our Case manager, once you receive the call, he will discuss the issue with you and arrange a free mail-in repair for your Notebook.”
Free mail- in repair?? Does that mean free to mail or free to repair?? We will see when the case manager calls.
July 15th, 2008 at 9:41 am
HP DV9207
Purchased: 05/18/2007 from CompUSA in San Antonio, Texas. Like others, left hinge problem started about a month ago and got progressively worse. I contacted HP through online chat at their support web page July 2, 2008. I reported my problem and got the out of warranty response and the $298 to repair. However, they told me my problem would be escalated to their case manager. I received a call the next day as promised and was told they would send me a box to pack up the laptop with prepaid postage so I could get it repaired at their expense. HP did the right thing even with it out of warranty. Total time my laptop was out for repair was only 12 days. This all happened over the 4th of July holidays so I think this is great response on the part of HP.
July 18th, 2008 at 6:26 pm
as above i av the same problem as all my left hinge as started to part i find it really difficult to open and close lid.. my warrenty as ran out any ideas who i contact to sort out a repair thanks claire dv9000 range..
July 18th, 2008 at 9:32 pm
THANK YOU TO WHOEVER STARTED THIS SITE!!!
I’ve gained so much information from it. I posted earlier tonight when my nerves were frazzeled after getting the run around from TWO different HP reps. I read all the posts on here and called HP again…
THANK GOODNESS!
The last agent I spoke with explained:
There is a problem with the BIOS in this model. HP has info on this on their website. Apparently, constant overheating is causing the cracks.
Updating the BIOS should make the fan work more efficiently (this is not what he said, but my lay persons term) thus stopping the overheating.
Since my machine is out of warranty, he told me my case had to be escatlated to corporate, and that a case manager would be calling me.
As far as some of the posts about the hard drives being wiped clean…when the laptops are repaired at HP, they check to make sure that the overheating has not damaged the hard drive…when parts are found damaged, they replace them! Thus the missing files some of you have commented on.
I’ll update as soon as I hear from corporate on MONDAY. BE PERSISTANT…If you get someone that is not knowledgeable about or pretends to not know about this problem…HANG UP and call back and keep calling back until you get someone that has a clue….WARRANTY or NOT! Perhaps if enough people complain, HP will at least warn other owners that there is a problem BEFORE warranties expire.
GOOD LUCK!
July 20th, 2008 at 1:01 am
HP Pavilion dv9233cl purchased 03/07 with the same left hinge problem.
After many hours on the phone, Technical Service is trying to sell me a new pc. I was told it would cost me $400 to repair and is not covered by my 2yr hardware warranty. Not happy with the “24Hr” service from HP. I bought it from Costco, so I am going to try that route.
I’ve emailed Mark Hurd of HP by using this email URL. I would suggest that anyone else with problems dealing with HP customer care do the same - and often!
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
July 21st, 2008 at 5:50 pm
YOU MUST KEEP CALLING BACK UNTIL YOU GET SOMEONE THAT IS WILLING TO HELP YOU. 50% OF THE TIME YOU WILL GET SOMEONE WHO WILL “CLAIM” TO HAVE NEVER HEARD OF THE PROBLEM!!!
They are aware…call 1-877-917-4380 x-94. If the case manager that you speak with is unaware of the problem, ask them to ask Tyler at ext. 11 to show them the bulletin regarding the issues with this model computer.
Good LUCK
July 22nd, 2008 at 9:44 pm
HP’s response after the email to Mark Hurd:
On behalf of Hewlett-Packard we apologize for the difficulties you are experiencing.
Your message has been forwarded to our Customer Escalation team who will review your case.
If there is more you would like to add, do not hesitate to call the HP Executive office in Palo Alto, California, Monday through Friday, 8:00 AM to 5:00 PM pacific time by dialing 1-800-756-0608, option #7
Hewlett-Packard Customer Service Order:
Customer Service Order Number: XXXXX
CSO Placement Date: 07/21/2008
Model Number: XXXXXXXX
Model Description: HP PAVILION NOTEBOOK PC DV
Serial Number: XXXXXXXX
Part Number: N/A
Part Description:
You selected the following Hewlett-Packard
Hardware Support Service for your product:
BOX PLUS PICKUP & REPAIR, 1 DAY SHIPPING
Warranty Status: In Warranty
Total charge (including tax, if applicable): $0.00
Payment Method: No Payment
………………………………………………………………….
I complained about the heat issue, so hopefully they will address the problem so it won’t pull apart again soon.
I am ordering another HP pc. This time a desktop to replace my 10 yr old HP boat anchor.
Thanks to the website hosts and you bloggers for helping me get a quick resolution from HP.
July 22nd, 2008 at 10:29 pm
I have two HP Pavilion Entertainment PCs. They each had the same left hinge crack problem as everyone else here. There needs to be a recall! This product is very upsetting. Advise everyone you know not to buy it.
My warranties are expired. I am definitely calling to complain. This is not right.
July 25th, 2008 at 10:50 pm
My dv9030us started to develop the same hinge crack as everyone else here. my Hp warranty expired in November of 07. luckily i had the Circuit city extended warranty, after 2 months of runaround and sending my laptop in to get checked out Circuit city refused to repair my laptop, and on top of that when i got my notebook back it would not boot (main hard drive crashed) and Circuit city refused to fix even the hard drive. needles to say i was quite upset.
so after doing some more research i decided to try and see if i could get Hp to fix the hinge. i started by calling the Hp support (800-hp-invent or something like that), they said there was nothing they could do for me, but suggested i try the online chat support. having no other option i decided to give it a shot. After about an hour chatting with the service tech (they take so long to respond), i finally said there are people on the Hp website saying they have gotten this problem fixed, even after warranty at no cost and gave them this link.
http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=1196794
after about 5 more minutes they responded with the only thing i can do is to escalate this to a case manager, i gave them the standard info and was told to whit up to 48 hours for a call back.
today when i got home from work there was a message form the case manager asking me to call him back, when i called him he said right away that hp would fix the hinge at no cost, asked if it was 1 hinge or both, and also asked if there was any other issues that needed to be fixed. i mentioned the hard drive crashed after sending it to circuit city, and he stated he would add it to the repair also for no cost. i was shocked.
A box is supposed to get here between Monday and Wednesday. I will post again when i get my computer back, only concern i have now is weather or not they install Vista on the new hard drive…
so if you are having this problem try going to the hp support page click on the online chat and simply saying I’m having the known hinge problem, then supply the link above. seems like the quickest and simplest way to get it done.
August 7th, 2008 at 3:28 pm
well i got my laptop back today, and it is working perfictly (well i have to reinstall everything). they replaced the display, the lcd bezel, lcd cover, top cover, both left and right hinges (basicly everything around the moniter excpt the mic, and yes even the lcd display), both hard drives, the cpu het sync and the thermal pad. and also set it back to factoy settings.
and as a side note about circuit city. they just droped there 3rd party warrenty company, and are now doing all repairs in house by the firedog techs, they are a factory autherised repair dealer for hp, acer, toshiba, and some other ones as well, the only computer they are not autherised to fix is emachine. no more sending computers out to get looked at and determin if it is acadental damage or not, you talk to the person (or one of the people) that will fix your computer.
August 10th, 2008 at 3:26 pm
I had my hp dv9000 for 5 months with no porblems, then the system board fried and hp replaced it with no questions, however they also replaced my hindges and removed for some reason the oem sticker, they also striped all the screws and forgot 2 in the hindge assembly. I didn’t really care about the oem sticker as I don’t use vista home premium. Getting hp to fix my hindges took many calls to managers and several calls to the service center (telcom intl.) It has taken almost a month to get the problem fixed, and I should get my computer back tommorow. I will be inspecting the unit for any problems, if there are any I will be calling hp and getting them to replace the unit or give me a refund. I recomend not buying a hp.
August 10th, 2008 at 7:39 pm
I purchased my dv9233cl on March 16, 2007. About a montha ago the left hinge cracked and the bezel split from the monitor. I did some minor exploritory surgery with negative results. Thank god for your web site. I used the web chat feature of HP customer service. Absolutly NO problem. I mentioned some of the info mentioned on this web site and without question they offered to send me a box to have this problem fixed at no charge to me. Thanks a million to all of you for posting all the critical info. I will keep you posted once I get my “Baby” back to see if there are any issues. Almost too good to be true. Well I woun’t count my chickens before they hatch, however it is a postive start. Thanks again
August 15th, 2008 at 10:04 am
Manufacturer: HP
General Model: dv9000
Actual Model: dv9260
Purchase Location: CompUSA (with extended warranty, although CompUSA is now out of business)
Purchase Date: February 3rd, 2007
Location of Crack: Left Hinge Security Hole
Cause: Overheating Processor
Solution: Will turn in for repair (not covered by warranty)
Resolution: n/a
August 19th, 2008 at 4:48 am
My son received his dv9000 for graduation June 2007. It is not a traveling laptop and has had very little open and close motion. However, last week the hinge broke and the lcd monitor split up the side. Of course, I’ve gotten the same story all of you have gotten. They tell me this is the first they’ve heard of this problem! Hah!!! I find that rather hard to believe unles all of you are telling stories about your conversations with HP customer service.
I was told that IF they find that it is a design flaw that they would reimburse me the $298+, but I think I’ll take my chances and just buy a new laptop for $600-700 and it won’t be HP! Its a shame because I have always trusted HP. I have desktops, printers, scanners, etc and have recommended HP tomy friends and family…but NEVER again! If they won’t stand behind their product…neither will I support them.
I’d love to be able to fix it with the remed on the web, but I’m not mechanically inclined and won’t risk that. I guess I’m still a little hopeful that they will recall. Keep bugging them…maybe the will!
August 20th, 2008 at 7:11 am
About a year ago I purchased, from COMPUSA, an HP Pavilion dv9207us Notebook PC(thinking HP was synonymous with QUALITY) and a Three(3) Year COMPUSA CARRY-IN Notebook Service Plan. Shortly after the purchase I was having trouble with-what I thought was the ‘Closed’ Latch-and was told by a COMPUSA Technician that it was nothing to worry about. However, after a while(and limited use as a notebook) I realized the LEFT HINGE was defective & COMPUSA was out of business. In February, 2008 I called HP and explained the problem. The HP Technician told me I had to send it to their Repair Center and was sent a box for mailing. The HP Technician also said they would determine if it was a Mfg. Defect(and repair it under warranty) or if not a Mfg. Defect(then I had to pay shipping-both ways-and for all repairs) & in either case he said the process could take much time. I chose not to gamble that a company who would Manufacture and Sell such a flemsy laptop would do the ‘Honorable Thing’ by it’s customers. Therefore, I bought an HP Laptop & ended up with an HP Desktop. I now feel HP is synonymous with JUNK. Frankly, I feel that if HP is Honorable, they will find some way to replace these units.
August 25th, 2008 at 11:58 am
As I stated above, I was given the same answer that all of you were given about it costing me $298. But I read the success stories so I wouldn’t give up.
I called 3 times. Got the same story. No way around it. In fact, at one point the customer service manager said he wouldn’t talk to me because it wouldn’t change things. I kept my cool through the whole conversation which is difficult to do when you can’t understand the foreigner on the other end of the phone.
However, I decided to try CHAT once. I skipped it in the beginning because I thought I’d get better results in speaking with a human.
Through CHAT, I was first given the same story, but as soon as I said..”That’s funny, I’ve found this website with an entry as late as yesterday that said HP was fixing this problem outside of the warranty period because it is a defect.” BAM! I had a promise that a Case Manager would be calling me back and setting up service.
I later spoke to the CASE MANAGER and she said this is a known problem with these laptops and they are fixing them. I told her about my other phone calls and she said she’s not sure why I was told this wasn’t a known problem.
I got my box. Shipped the computer today and am awaiting my results. I know when it comes back we won’t be opening and closing it often for fear of another break. When computer comes back and is fixed…I’ll make a donation.
Thanks everyone!
August 26th, 2008 at 3:04 am
Hi…
The same old problem every one of you have faced.But thank god for me, there were no hassles talking to the customer care. The Customer Care executive is not aware of the defect and hence would talk to you only about warranty expiry. My warranty has also expired. But then she also offered me an escalation to the Case Manager. The Case Manager got in touch with me and I gave him this URL and he immediately accpeted to fix it for free. Thanks to every single one of you in here who gave me the correct directions and confidence to handle this..
Thanks,
Santhya
August 29th, 2008 at 3:57 pm
Hi Everyone,
I sure hope I can get my laptop fixed as well. I just sent an email to Mark Hurd. I hope someone from HP will call me.
If I do not get a response from my email I will call them.
However this problem sounds like there should be a recall on them.
I will let everyone know how it turns out with my situation.
-Stephen
September 1st, 2008 at 7:18 pm
Add me to the list. Just broke tonight.
dv9207us, purchased June 2007, so out of the 1-year warranty. I always noticed that it does get very hot, but I’ve always been careful, and I even run a cooling pad under it. At least it looks like people are getting results now, so I’m cautiously optimistic.
Thanks for having this site!
September 4th, 2008 at 7:12 am
I have the same problem everyone else has, so no need going into to in depth here. The thing that is worth mentioning is this. After reading what was posted here, i decided to contact HP even though my warranty was 288 days expired.
288 days!!
HP offered to fix my dv9010us for a price UNTIL i told them about the numerous people at this website who’ve had the same problem, and how this should be a recall issue. BING! They are sending me a box and are fixing it for free, at least they say they will. I’m keeping my fingers crossed until i see the results.
So, my message to you is Be Persistent, mention this website and they will do the right thing, they just have to be shoved into doing the right thing. Thank you for the great work you are doing at this website. I’ll keep you updated.
September 4th, 2008 at 2:41 pm
I spoke with some case manager today and got the run around as usual. He was willing to take 150.00 off for me which would still leave me 156.88 to pay. I told him I was not willing to pay for a problem that occured on a 1.5 year old computer.
Then he went even farther and told me that it was “user error.” Excuse me!!
It’s happening to thousands of computers, how is it use error?
So I haven’t gotten anywhere with these people and my hinge just keeps getting worse. If the right one breaks to then I am really in trouble.
September 4th, 2008 at 5:51 pm
I bought a hp dv2009us laptop in november of 2006 and the left hinge broke about 9 months later. I didn’t treat this computer roughly, infact it hardly ever left my house. I called hp and they fixed it under the 1 year warrenty. About 10 months later the ginge broke again and the hp warrenty was already expired. so I called hp to use the 2 year warrenty I bought from them with the laptop for $200 extra. I spent months talking to case managers getting nowhere. By this time both hinges and the plastic casing around the screen are broken. I finaly got them to send me a box to send it in for repairs last monday. The computer came back 10 days later unrepaired with a letter that said there was liquid dammage and that they would not fix it. I was prety upset because liquid was never spilled on this laptop.
now I don’t know what to do besides learn how to weld the hinges myself.
September 5th, 2008 at 11:28 am
I bought a HPdv9000t online from HP in february, 2007. My left hinge started falling apart last week, 6 months out of warranty. It has only gotten worse to the point that I am afraid to close it.
I googled and came upon this site 2 or 3 days ago. After reading many posts, I decided last night to try HP chat to start. The young man I chatted with was very nice, but after getting my information, told me that my computer was out of warranty, and I could ship and pay to get it fixed. At that point, I kindly mentioned this website and also the fact that I had purchases 5 computers from them in the last 4 years. At that point, he started the escalation process, and told me I would be contacted.
today, I got an email with a phone number and a case reference number. I called and spoke with a young lady who was more than willing to send me a box and get my computer repaired at no cost to me. I will let you know how this turns out, and will also paypal funds to this site for all the helpful information and insight.
Thanks, Brian
September 7th, 2008 at 4:36 pm
I bought an HP dv9000t online that was out of warranty when the hinge cracked. I spoke with HP Customer Care and I was given the usual that the repair was “out of warranty” and I was quote a repair price. I told the customer care person that the cracked left hinge is a well known and documented issue. I spoke the following words, “please ESCALATE my repair request to a CASE MANAGER”. A case manager called two days later and cheerfully had a Fedex sent to my home to send the notebook in for repair.
Just a side note, the notebook was somehow lost at the repair center. To my surprise I received a new DV7. WOW, thank you HP and Notebookhingecrack!
September 7th, 2008 at 5:11 pm
To all those who successfully had the cracked hinge issue resolved with the help of an HP Case Manager, please call and thank them. Please also ask for their email address where you can write a note of appreciation. Its my understanding that these notes go to both the case manager and the individual’s senior manager, and is part of the case manager’s performance review. If we do our part to show appreciation to the case manager (as we should anyway), I think this will only foster successful repair outcomes, and enhance our business relationship with this valuable HP advocate. Just a thought! Thanks!
September 9th, 2008 at 2:52 am
@Santhya
pls gve me th contact info of tht case manager…
plz tell us whr u bought it from..
ma mail id is siraj247@gmail.com.. thanks.
September 11th, 2008 at 6:18 pm
I received my repaired computer yesterday from HP. They replaced the entire screen as far as i can tell, and the motherboard and heat sink. They returned it with a re-imaged version of Vista Home Premium, which i immediately formatted and then did a clean install of Vista Ultimate, which is not important here other than to state if they replace the motherboard you will get a re-imaged drive in return. Anyway, i am very pleased with HP’s prompt response to this problem.
One last thing, thanks to those who started this website. I am CONVINCED that the reason HP repaired this computer for free is directly because of this website. They were going to charge me to fix the computer since it was 288 days out of warranty until i mentioned this website. Then i was immediately transferred to another department and HP offered to fix it for free. Make sure when you go to them, mention this website and the thousands of people that have this same problem. I even asked them why, when so many people have the same problem, they don’t issue a recall? Their response was to immediately fix my computer.
God bless the people or person who stared this website. Thank you SO much!!!
September 16th, 2008 at 12:27 pm
Had the left hinge go out after a couple weeks of popping on wifes DV9000t, bought it from the HP website in Dec 2006 with 2 year warranty. Talked with HP chat and they sent a FedEx box. Shipped it out today with instructions to do nothing to OS or other hardware. We’ll see how that works out in a few days. They said it will all be free, will let y’all know. Thanks to all the great info here.
September 17th, 2008 at 10:00 am
I just got my laptop back today. It is repaired to my satisfaction, thanks mostly to this website in my opinion. The turnaround was a total of 9 days. Thanks, Brian
September 17th, 2008 at 12:32 pm
I. Hinge crack issue. First, the hinge crack issue is not related to heat. It is a weak design. Unless HP has redesigned replacement parts, which I doubt, this issue will reoccur. Factory repair will buy you another 16 months of bliss. The plastic mounts for the hinge screws will gradually fail if the aren’t reinforced with resin. See, http://www.instructables.com/id/Indestructible-repair-for-the-broken-HP-DV-9000-la/
Second, if the heatsink is attached correctly and the fan is working, this laptop will not overheat near the left hinge. Feel the areas under your laptop during normal operation, an you will confirm this. If your fan is not functioning, try upgrading to the latest BIOS. If after upgrading the BIOS, your laptop is still getting hot in the area of the left rear quadrant, I would suspect that the factory installed heatsink has come loose and is not making adequate contact with all of the chips. See, http://static.tigerdirect.com/pdf/HP_Pavilion_dv9000_Series_NotebookPC-MnSG.pdf (section 5.25).
II. Excessive heat. On my laptop, the area that gets boiling hot is underneath the touchpad between the drive 1 cover and the wireless card cover. It gets hot enough to be uncomfortable resting on my left leg. Not quite McDonalds coffee hot, but getting close.
The source of the heat is an Intel I/O chip NH82801HBM which is located too close to the mini pci wireless adapter, which is also a heat source. These devices have no active ventilation , no heat sink, and are mounted too close to eachother. This, IMO, is why the touchpad and areas directly underneath become hot to the touch in ordinary use. A potential solution is to mount a small heatsink to the chip. If a power supply could be identified, a micro fan could potentially be attached to the backside of the center removable panel as well. (Many clients are using third party cooling pads with integrated fans as a work-around).
The excess heat affects drive 1, which is configured as the primary OS drive on the laptop. When it fails prematurely due to this excessive heat, there will be another round of issues. Drive 2 is located in an area of relatively low heat in the case and would have been a better choice as the boot drive. (The CMOS setup does not offer an option to select a particular atapi hdd.) The DV6000 have a similar heat problem, so this should have been a know issue for the design team. See, e.g., http://forum.notebookreview.com/showthread.php?t=284218
III. Quick launch mute button going haywire with updated drivers. Realtek HD drivers have problems. The HP OEM Realtek audio drivers do not produce any audio via the HDMI port. Updated HP Realtek audio drivers produce poor or no audio via HDMI port. The latest Windows Vista generic HD audio drivers work, but produce spontaneous color changes with the Quick Launch mute button when running in battery mode. (You may also hear faint popping noises, which sound like an electrical short, as the mute button randomly changes color.) When running on A/C power with generic Vista HD audio drivers, the mute button will remain blue regardless of being pressed. HP engineering is aware of this issue, but there has been no solution.
September 20th, 2008 at 9:38 pm
1360 complaints from over 300,000 HP DV9000 notebooks in production is less then a 1% failure rate and does not constitute a defect in the product line.
September 21st, 2008 at 3:41 pm
What phone number are people calling to get their computers (in or out of warranty) fixed for little or no cost?
I just called the HP customer care line - 1800-HP-Invent or 1-800-474-6836 (unfortunately not staffed by someone who could clearly speak English) and was informed that since my laptop is out of warranty (barely) that they would be unable to authorize a repair unless I wanted to pay for it. I stated that this was a documented problem with the dv9000 series laptop and that I would like my request escalated to a Case Manager. The Cust Rep told me the Case Manager would tell me the same thing…we went around in a circle for several minutes with no results.
He finally gave me another phone number to call, since we had reached a stalemate. He says this is a corporate HP tele 1-650-857-1501, and that I should call there and try to explain the situtation. I called that number, and it recommends calling the first number. Before I try to go and dig through all of the rest of the prompts, I would like to know what number people are having success with.
At this point it doesn’t appear that HP really even cares about this problem, and even if I do get this fixed eventually, I will likely never buy another HP laptop again. The design of the screen hinge on the dv9000 just isn’t adequate, as there is too much leverage between the little screws that are molded into the plastic case and the 17″ screen.
I do have an extended warranty thru Circuit City, but I am afraid that this will (of course) not be covered. Some warranty, huh. So if the screen stops working, it will be fixed….if the case splits open and I can see the screen through the side, the laptop doesn’t close properly it’s not covered. Either that or they’ll pull up my call history and deny my claim because I’ve already called and ‘been told.’
This is completely frustrating.
To Post 164: While 1360 complaints may not seem like many, I am sure there are quite a few more that just haven’t said anything yet, or don’t know how to get their voice heard. My laptop looks brand new, and I take good care of my equipment and it still broke…I am positive there are many more broken dv9000 notebooks out there.
September 22nd, 2008 at 9:58 am
I’m having the exact same hinge problem with my dv9000 laptop purchased in 4/2007. HP corporate refused to fix the defective laptop for free because it is out of warranty.
September 22nd, 2008 at 2:52 pm
So glad to find this site. I have a dv9000. We have had this computer returned to Best Buy at least 6 times since its purchase in February 2007. The first return was in April 2007. The first problem encountered was the LCD panel burn out. Multiple subsequent problems, especially recurrent “blue screen of death.”
I took this notebook into a well-known local repair site (gave up on Best Buy advice, despite an extended warranty). I didn’t even get it all the way out of the case before he quoted the model and the problem (cracked casing/hinge). In addition he gave me a print out that had an “HP Limited Warrant Service Enhancement” and told me to call 1-866-671-7362 for further instructions and to see if the BIOS needed to be updated or eligible for a free repair. This number is NOT for the casing/hinge issue, but just thought it might be of some help for some of you.
Regarding my tussle with HP. I believe it has only just started. Same story as many of you have described: Call the customer support number. Speak to someone who tells you that they have not heard of this problem before and that it will cost $298 to repair ( odd that they quoted that figure so quickly). I asked for a supervisor. He told me the exact same thing. When I mentioned this web site, he quickly said, “yes I know that web site and it not from HP.” I asked for a case manager. James Penner ( the case manager) called me back this morning (
September 22nd, 2008 at 2:58 pm
For some reason, the complete comment that I wrote a few minutes ago, did not get completed.
But then again, I am using a HP computer to submit this … Here’s the rest of my comment:
… James Penner ( the case manager) called me back this morning (
September 22nd, 2008 at 2:59 pm
I give up.
September 24th, 2008 at 4:24 am
In reference to comment 164…it took close to 2 years for my laptop to get this hinge crack. So who’s to say that there are only 1360 complaints. I bet they will continue counting up the complaints as people own them longer. The hinge crack is not due to being rough with the computers…it just happens. THIS IS A DEFECT.
September 24th, 2008 at 9:24 am
I bought my hp dv9035nr laptop almost two years ago. It had to go back to Best Buy because the hinge was cracking, as well as another keyboard problem (the numbers were falling off). They sent it to hp who replaced my keyboard, even though the number pad doesn’t function correctly, and fixed the hinge proble about six months ago. They also took my laptop skin off, which was about 35 bucks, and that aggrevated me. This all took about five weeks.
The hinge is broken again, and it will have to go back. I am getting really frustrated with this defect. Will it just happen again when my purchase plan is nolonger in effect? I have three years…
September 25th, 2008 at 12:30 pm
Got it back the 22nd. They replaced both hinges, the LCD bezel and LCD along with the cover. Was not expecting them to replace the whole cover, but I guess it was easier just replacing the total assembly. They also replaced the RAM, said it was having issues after getting warm. I never noticed anything like that and am not sure there was anything wrong with the RAM. I made sure to note on the listing of troubles that got sent back with the laptop that there was no issues with software and operating system and they should not re-install the OS. Everything is working OK, they didn’t mess with the OS and the wife is happy she has here computer back.
September 25th, 2008 at 12:30 pm
Got it back the 22nd. They replaced both hinges, the LCD bezel and LCD along with the cover. Was not expecting them to replace the whole cover, but I guess it was easier just replacing the total assembly. They also replaced the RAM, said it was having issues after getting warm. I never noticed anything like that and am not sure there was anything wrong with the RAM. I made sure to note on the listing of troubles that got sent back with the laptop that there was no issues with software and operating system and they should not re-install the OS. Everything is working OK, they didn’t mess with the OS and the wife is happy she has her computer back.
September 27th, 2008 at 3:48 am
I have purchased this laptop dv 9000 in june 08 and had the hinge broken on the left side of the scrren just when the warrantly ended. Can anyone tell me the phone number where we can have a successful conversation because if HP doesnt repair this laptop they will have to be dragged for it.
This is a big defect as is very well visible form thousands of post and does not require a warranty period to be fixed within.
October 1st, 2008 at 10:00 pm
Had this same problem as everyone else today with a 2 year old laptop. Went searching for a replacement and stumbled upon this site!! What a good find! I called HP right up, went right past the hard to understand Indian guy (who thought the SCREEN was cracked) and finally got ahold of a midlevel rep. I mentioned this site almost right off the bat and told him that I knew it would be $298 and I did not want to pay it for a defective part (all said politely of course) and he immediately paused and said, “I’ll put you on hold please for 2 or 3 minutes and I will be right back.” He came back as advertised and said he had already begun filling out the paperwork for a Case Manager to call me back. They will be calling me either tomorrow morning or Thursday morning. At this point and with almost no hassle, it seems like I will have my screen replaced. I only hope they dont wipe my hard drive. I am contemplating removing it before shipping since I do banking, stocks, school, etc. on it and dont want someone to have access to all that.
I was originally confused as to how the hinge could have cracked since I take such good care of my computer, and after reading all the problems many others are having, I don’t feel so bad.
October 4th, 2008 at 11:36 pm
Product name: HP Pavilion dv9207us Notebook PC
Purchase date: 3/18/2007
Store: CompUSA
Just wanted to add to the list of people who are having issues with the casing coming apart on the DV9200 laptops. This problem occurred a little over a year after I purchased my computer. Like the rest of you, I heard the popping noises, then the cracking, then little pieces of black plastic falling out of the frame… my husband was miraculously able to glue all the tiny pieces together and now the case is being held together with a screw (looks like some others had to do the same). I am so glad that I found this site and that I am not alone with regards to this issue. (I also have the same problems with the excessive heat from the laptop). My parents have worked for HP over 30 years so I have a certain amount of brand loyalty to the company. I hope to come back with positive results after bringing this issue up to customer support. Thanks for everyone for submitting their comments…
October 7th, 2008 at 9:54 am
I have filed a complaint with the BBB regarding this issue on my DV9207us model. I will keep you informed as to what happens.
October 8th, 2008 at 6:59 pm
After reading all of your postings, I dont even feel like it’s worth it to try and have my HP dv9000 repaired. I loved my pavilion, but as many of you have experienced my left hinge has cracked and now i have a hideous split running up the left side of the screen. I dont have hope that this can be fixed proplerly.
Any advice on a laptop similar to the HP pavilion dv9000, i love the style of the HP, i just cant stand going through laptops anymore, and i want one thats NOT going to break. Is it worth it to break down and buy the same laptop again? im so IRATE that so many others have had this problem.
Also, one day the sound just stopped working…the wireless button broke….whats with these laptops?? i paid 1300 for mine on its release date back in 2007….arent these supposed to be quality products?
So sorry to hear all the stories, i hate dealing with it so much….i wont even call because i know my warranty is up, and the repairs will probably exceed the price of the laptop itself.
October 9th, 2008 at 7:49 pm
im calling HP about my DV9000 hinge crack that happend about 30 minutes ago i heard a crack and i was like oh crap i knew this was gonna happen
October 11th, 2008 at 11:57 pm
Had the same issue today. I also had a service agreement from CompUSA. I was told it covered “anything” that happened to the notebook. Obviously not accurate. They will only help if the LCD stops working. Unfortunately, HP won’t do anything unless I pay the $298 dollars for an extended warranty. I also them also that I have found this site and know that this is a known issue. I love this laptop and sure don’t want to have to find another one. I may wind up having to pay the $298 to fix my $2000+ laptop, but I guarantee that I will instruct my 200+ clients to NEVER buy an HP notebook, due to their bad manufacuring and shoddy support.
October 12th, 2008 at 10:46 am
This is crazy. This is the second time my hinge for my laptop has broken, and my mother is blaming me for it by saying that I am too rough with my laptop when I know that I am not. I have had this laptop for almost three years and the first time it happened, it was a few months after I got it. I am surprised to see this many people, with the same problem with the laptop. My warranty for my laptop ended last year, and I don’t have the money to get it fixed. Now I have to save money to get a new laptop. I am not going to stick with this one knowing that is is going to keep on having this problem. It’s going to be hard though, because I am in college and commuting 45 minutes each way. Gas prices alone are killing me.
October 12th, 2008 at 9:50 pm
Hi. Happy to find this site. I have a HP Pav DV9521TX I have had a problems since the first time we brought it home. Didn’t even get to run the comp the first time. I had to take it back to the store and they had to do a complete re-install of windows. Then about 3 months later the screen went blank, and the motherboard had to be replaced. Basically had a new guts of the computer. And now last night the left hinged cracked and is starting to split up the side. I was completly surprised when I saw that this has happened to so many. The place I bought the PC is not interested in a refund/exchange. I want one from HP as this one is falling apart. You’d think there would be a recall.
October 13th, 2008 at 12:33 pm
Ohhh, I’m so mad right now. I’ve had the same experiences as most of you. I started hearing the cracking sound a couple of weeks ago and then the loud sound. I looked at the side of my notebook and saw the big gaping split right up the side. I had to use a screwdriver in the lock mechanism to manually move the hinge so that the monitor casing could stop ’splitting’ and the computer could shut down when I closed the lid. Oh so carefully I did this trying not to damage it. Apparently the security lock is made out of some more cheap @#$% because that just broke too.
So… I looked online to find a solution besides a hacksaw and ducktape, because that was how I was proposing to fix this…. and I found this site. Thank you!
After reading all these posts and finding out it was a design flaw. I contacted HP. I used the 800 # with extention 94 but it sent me in a runaround and I finally ended up with a women named Citrine. She pretty much just documented the case, gave me a case # and then refered it to the repair department. Then I spoke to someone named Paul.
Paul proceded to tell me after an at length discussion about everything that was mentioned here, all the problems, yada yada yada, that I was out of warrenty since april and he would send out a box so that it could be fixed (and not to mention that they would look for other problems to fix too) for a modest price of…. well over 300 with tax and what ever other horse @#$% they added. I pretty much told him that that was a bunch of crap while trying to tamp my anger. We also had a respectable debate about how HP wouldn’t cover my motherboard on my computer if it failed because it was out of warrenty. The motherboard on my DH’s 9205 failed and he had it sent back free of charge because the motherboards have a problem and HP recognized this. So, now my DH’s computer has a new warrenty even though his computer was bought a month before mine … and my computer doesn’t have a warrenty…. therefore…. if his computer has a hinge problem— they will fix it for free. Unreal.
After he ’said’ that he talked to one of his supervisors on one of the multiple times he put me on hold, he didn’t budge from his ‘out of warrenty’ issue and told me that I would be charged for it. I guess my only retort is to keep calling back. I’ll try that # again and see if it gets me somewhere else since I have a case # now. Hope you all have better luck! I think I have a few bucks floating around in paypal. This was definately a worthy site!
October 13th, 2008 at 12:38 pm
Forgot to say that my computer was a dv9207us
October 13th, 2008 at 1:21 pm
I just emailed the top guys at hp like others have done.
http://www.hp.com/hpinfo/execteam/email/hurd/index.html Will let you know what happens.
October 14th, 2008 at 6:28 pm
Just an update. Had a few issues with warranty as they said it was out, and I said it was still in. lol. got told that it is user error, and not covered by warranty, but as it is a known issue they will fix it free of charge. I sent a letter to them noting this website, so wondering if that is why they admitted to it? I am concerened it will happen again, and looking down the lines of selling it. I have contacted the place which I bought it from and wanting them to refund my money as I don’t believe it is a merchantable product. So far, they say they have contacted HP and seeing what they say. HP told me today, that there is no record of them calling them (perhaps given a different case number maybe) So at the moment I will be getting it fixed, so I am half happy. Still annoyed with the problems I have had with it, I would rather it be gone.
October 15th, 2008 at 3:06 pm
I had this same problem with my DV9000 series back in February. I sent it to HP and a week later they sent me my machine back…unrepaired. I bought it through Costco so I had a 2 year warranty on the machine, to date I have 43 days left on the warranty. Costco sent me a box within two days of my inital phone call and I had my machine back in about a month. So far no problems, but it happened once before it could happen again. I didn’t realize how many people had the same problem that I did. I hope that this gets resolved with HP, incase it happens again.
October 15th, 2008 at 8:30 pm
Well, I got off the phone today with HP. They called me around 3:30 pm est. The guy that called was from the exec office and he told me that he would refer the case to a casemanager. He put me on hold for a minute or 2 while he got me a case manager.
Terri was on the phone in a minute and I explained the situation to her and then told her about this site. She said ”that’s not a HP site”. I said “I know, but alot of people there have been able to get a resolution to their problem.” She told me that she would send out a “one time repair for it” and is sending a box in 24 to 48 hours so that I can send in my computer to get fixed. I was very polite and they were too and didn’t argue about anything with me. It did sound like she knew of this site
Thank You!!! I’m getting it fixed. I’m glad I found this site!
October 20th, 2008 at 9:29 am
HP has till the 29th to respond to my BBB complaint but they have not yet. I filed on the 7th. I’m glad to hear someone is getting it fixed, so I better get mine too!
October 22nd, 2008 at 11:33 pm
Opened my DV9207 computer this morning and guess what??? A cracked left bracket.
I took it to my local pc repair shop and was told that they could fix it for about $200-$300 so I googled HP bracket repair tonight and found this site.
My journey with HP starts tomorrow. Where the Hell is the recall on these things????????????
October 23rd, 2008 at 3:25 pm
Good news! I just got a call from HP and they are giving me a “one time fix”! Thank you BBB. Maybe others will have the same luck as me going about it this way.
October 27th, 2008 at 12:03 am
Got my laptop back about 2 months ago from getting hinge fixed and now video card has crapped out. I hate HP.
October 28th, 2008 at 2:38 pm
Finally today i got my Dv9205 back from service.
Since we bought the laptop(january 2007) this is the 4th time that was sent for service.And in between they sent me the dvd and wireless to change it myself.
Dvd was changed 2 times,system board 3 times,wireless
card 3 times ,cover one time,battery once,hard drive one.
I think that the only original part is the keyboard.
The last time we sent it back ,it was 10 days after we received it from another service..The problem:won’t turn on.They said could be a defective system board(even that was changed a few days ago)
Let see what other surprises are waiting….
I am not happy with my laptop,but i have not complains about costumer service.They always fix the problem for free.
November 3rd, 2008 at 12:43 pm
More good news! For any who are having trouble with this hinge crack! Go to the Better Business Bureau’s website and open a claim. It took HP 3 weeks to respond to the claim, but they authorized the repair. I got the box right away and I sent it to them on 10-30-08. The received it 10-31 and sent it back on 11-1. I received it today already! They completely replaced all the bezels so I have a brand new casing. Crazy turn around time! Good luck for all who do it this way.
November 3rd, 2008 at 2:50 pm
Steve, I think that I’m gonna do my fix using your way. If HP don’t want to do this thing on the easy way let’s do using the BBB way. Thanks for share.
November 4th, 2008 at 2:57 am
same issue as everyone here. I thought I was doomed because warranty had expired. I ebayed for hinge and case in attempt to fix the problem myself, saw that the cost was about $250. Luckily I had stumbled onto this website before making my purchase on ebay. Seeing that some people are getting good result by contacting HP, I decided to do the same. I emailed tech support regarding my issue and had a response in less than an hour. Sarrah had created a case number for me and referred it to a Case Manager. That person will contact me in the next 3 business days. Will post up update on my case as it become available. My laptop is 9208nr.
November 4th, 2008 at 10:37 am
I have a HP DV9040US notebook that has a left hinge crack. After receiving little support from from the overseas call centers, I emailed HP’s CEO Mark Hurd from the hp.com site.
Yesterday, I received a call from the corporate care center in California, and spoke to a case manager named Mike.
Mike confirmed that the hinge crack is a known flaw with the DV series notebooks, and the excessive heat is another flaw. Both issues will be fixed at no charge, even though my product is out of warranty.
Additionally, my battery has been recalled as well, so essentially, I expect to receive a laptop in the next few weeks that’s as good as new.
I mentioned this site in my email to Mr. Hurd, and to the case manager.
He did confirm in his words, “This is a known issue with these notebooks, and we can repair it at no cost to you.”
November 4th, 2008 at 12:52 pm
I need motherboard and CPU for HP Pavilion Laptop DV9410us. The motherboard died after the warranty time. If you could give me warranty, I am prepared to pay $100 for the M/B and CPU. I may be also interested in buying a screen or casing cracked Laptops with the same motherboard just for parts.
Please send me an e-mail to: venu1_venu1@yahoo. I am in the USA.
Thanks.
November 4th, 2008 at 1:05 pm
I need motherboard and CPU for HP Pavilion Laptop DV9410us. The motherboard died after the warranty time. If you could give me warranty, I am prepared to pay $100 for the M/B and CPU. I may be also interested in buying a screen/casing/ hinge cracked Laptop with the same motherboard(dv900 series) just for parts.
I could not be very happy about HP Laptops from my experience as the machine is only about a year old. I am fixing it to get rid of it for a few hundred bucks.
Please send me an e-mail to: venu1_venu1@yahoo. I am in the USA.
Thanks.
November 9th, 2008 at 10:56 pm
This site makes me wonder why I never searched about my laptop’s hinge crack before, but I have the same problem. And now my wireless has crapped out on me too! (But not, apparently, for my sister’s once-identical Pavillion dv9000 she’s allowed me to use. Her wireless did the same thing once before, but her hinge is just fine!)
We both received our HP Pavillion dv9000 notebooks for Christmas 2006. The hinge lasted until around August 2007. It’s gotten so bad in the last year that I can’t even close my computer. I feel like a fool for not doing something about it, even just complaining to the BBB.
November 13th, 2008 at 6:35 am
I also had this happen to me with my dv9000 yesterday morning. I noticed it wouldn’t close properly and then spooteed the hinge by the security hole had spilt and a little bit of plastic just came away. I can open and close the lid if I’m careful but it can only get worse from here. I’ve had the laptop 18 months and have looked after it well. My warranty is up so not sure what I can do.
November 13th, 2008 at 3:13 pm
My dv9000 is to the point now where not only is the hinge cracked and the casing split down the sides, but the case has now cracked because of the pressure from opening and closing.
I called technical support only to tell me that it would cost $285 to fix it. I asked to speak to a case manager and the case manger said that the cannot help me if I don’t pay because there is no warranty and no recall for the product. I told them about this side, still to no avail. They refered me to corporate headquarters where they told me that they cannot help me cause there was no case number and that technical support should not have referred me without a case number. Technical support wouldn’t give me a case number because there was no recall.
Futhermore they tried to tell me that the hinge broke because of normal wear….AFTER 1 1/2 YEARS????? Please I am not stupid; if this happens after a year and a half then it is either horrible workmanship or a defect. They did tell me that there was a recall on the “video features and wireless features” for this model. However, am through with this horse s@#! I am going to the BBB and see if they can help. This will certainly be the last HP product that I purchase.
November 13th, 2008 at 7:20 pm
I have a dv9420us. It just cracked on the left side hinge - spitting out a small brass nut. My laptop spends most of its time on the kitchen table, we use it to help our kids with homework.
It has never been dropped, kicked or mistreated.
I am shooping for new laptops for both of my kids. I won’t be looking at HP.
November 17th, 2008 at 7:14 pm
I bought 3 dv 9000 high end computers…for me and my 2 sons. Bought the best cases…and treated them like gold…spent over $4000 on all three….hinge problem on 2…the other has the blackout problem ie motherboard…they have been at an authorized service provider for 3 months waiting for HP to send the boxes to repair them…HP is avoiding us like we have the plague…I swear if they do not fix this…I will spend the rest of my life…telling everyone what happened and making sure my network of people..family and friends…and there are many…never buy…or at least are informed of my experience…I swear to God…this is BS!!!!!!!
November 18th, 2008 at 12:36 am
I purchased my HP Pavillion DV9233cl 17″ widescreen laptop from Costco early this year. I have also experienced the same “hinge cracking” on the left side. It started with a pop as I opened the top, then the bottom left-side split open. My laptop came with a two-year warranty so I called HP. Within three days a box arrived with instructions on how to pack the laptop, and included a pre-paid label. I droped it off at UPS and waited. The HP rep. said I should receive my laptop back within 2 weeks. To my surprise, my laptop arrived back in 8 business days and my screen top and hinge was replaced. I didn’t think HP would replace the top-which had a few scratches, but they did. It has been nearly 9 months since the incident, and I haven’t had any other issues. I feel HP handled the situation excellantly and recommend asking questions about the warranty where ever you purchase your computer from. Costco is great because if you have a problem within 90-days, you can actually return the item for a replacement or refund if your truely not satisfied with the product.
November 18th, 2008 at 5:10 am
Well, I have a slightly different experience here. I am an authorized HP Reseller and I went to one of my customer’s today who has a DV9000 that I sold her. She said the case came apart on the left side, I took a look and low and behold, cracked hinge mounts on the left side like everybody else.
Over the years I have had a lot of dealings with HP Support. First level support gets you nowhere but usually, as soon as they attach a case manager to it they will usually replace whatever is broken even out of warranty. This notebook is out of warranty but I am sure HP will do the repair. In searching this problem I see there is a lawfirm doing preliminary research for a class action lawsuit about this particular issue. Here is the link http://www.lawyerseek.com/Practice/Consumer-Protection-C21/HP-DV9000-Laptop-Hinge-Cracks-P168/
I don’t know the logic about hiding these out of warranty issues. This is the problem with large corporations, they don’t own up to problems and then it costs them millions in legal settlements, it makes no sense. What’s worse is they are trying to charge $300 for a repair that actually costs them about $40.00 including parts and shipping and I bet people will still be dumb enough to pay the fee without argument.
Anyway, I will let you know how it works out.
November 18th, 2008 at 12:52 pm
the entire dv2000/6000/9000 series have been put under a temporary recall due to a faulty nvidia controller overheating.
the hinge issue is a seperate problem. the hinge problem has to do with the way the metal was punched out in the first model hinge. the new version has a substantial density difference specifically in the area where the hinge joins the lcd support arm. in the first model hinge, the metal would actually bend, tear, then break, at which point the only traction the hinge has is on the base. the lcd is basically glued to the hinge at that point as that without the metal bracing the only attachment points are 4 metal o-ring style lock nuts glued to the plastic lcd cover.
bad design flaw, even worse company for not admitting it 3 years ago.
as far as expense to repair, most places with charge 50-100 for the replacement hinges as well as 150-200 for the replacement lcd cover. this is due to the fact that hp only sells them with the mic, webcam, etc attached. add on an hour of labor at between 50 and 100 depending on where you go.
also, for anyone trying to track down the parts themselves, the old (defective) part number is
3jat9hatp05
the new part number is
3jat9hatp21
good luck all.
November 18th, 2008 at 5:23 pm
To follow up, I tried calling the 1800-HP-Invent or 1-800-474-6836 number and spoke with a guy in India and explained to him the situation and guess what? He said there is no recall on the unit and he would not escalate this to a case manager unless I paid a fee. I explained I was a reseller and that was ridiculous but of course no luck. So I called 1-650-857-1501, HP Corporate office and spoke to the operator and asked to speak with a senior level case manager. I spoke with a guy named Jeremy who could not be nicer and of course as soon as I told him the problem was a hinge he knew about it and said they are working to create a recall for the unit. In the mean time, it is being replaced free of charged, 277 days past the 1 year warranty.
Depsite all the corporate BS you have to go through, I still say HP makes the best notebooks on the market. Other than this situation, the one change I would like to see all manufacturers do is copy Apple’s power connector. In my experience, if there is one thing that fails more than anything else it is the power connection. Apple uses a magnet to passively connect the power, since there is no stress on the socket, the connection will last forever.
Anyway, I hope this helps other people get their DV9000 repaired.
November 19th, 2008 at 2:34 pm
Does “Poor Ergonomics” sound familiar?!
My dv9035nr (purch Dec 2006 @ Bestbuy) has experienced this very same issue - it started in late Sept 2008. At first, I was able to “snap” the cover back into place but this issue has been declining since. As a prior poster indicated, it obviously worsens as the top is opened/closed … which is commonplace since this IS a laptop designed for travel.
On a side note, I came to discover only a few months after purchase that HP discontinued this model. While that it not uncommon, I’m guessing it’s partly related to inherent issues such as this flaw. What pisses me off is that Bestbuy / HP continues to sell them to the public when clearly there’s an issue.
Here’s a great tip for all of you whose warranty has expired … but you purchased the computer with *ANY* credit-card that has a VISA logo on it, assuming you’re eligible. Yes; ANY credit card such as a Bank of America check card. Call 800-VISA-911 and give them your card number - do it today. They will tell you if your card has “buyer protection” which DOUBLES the Mfg Warranty on EVERY purchase you make using the card. Isn’t that just swell?! I’ve used it numerous times now and it’s a breeze - a quick call to the aforementioned number, answer a few questions (opens the claim), get a Claim# and you’re set - regardless of how long the repair takes … as long as you make this initial call inside your VISA-extended warranty window. Then, once the paperwork arrives, fill it out, enclose a copy of the purchase receipt as well as a copy of the Mfr warranty (get from the web anytime … but best to grab at time of purchase) and mail it back. Visa will contact you to authorize and PAY FOR the repairs OR replacement - whatever is applicable.
Anyone else ever use this method with success?
November 19th, 2008 at 7:19 pm
My dv9035nr (purchased Dec 2006 @ Bestbuy) has experienced this very same issue - it started in late Sept 2008. At first, I was able to “snap” the cover back into place but this issue has been declining since. As a prior poster indicated, it obviously worsens as the top is opened/closed … which is commonplace since laptops are designed for travel. Does “Poor Ergonomics” sound fitting?
On a side note, I came to discover only a few months after purchase that HP discontinued this model. While that it not uncommon, I’m guessing it’s partly related to inherent issues such as this flaw. What upsets me is that Bestbuy / HP continues to sell them to the public when clearly there’s an issue.
Even though my warranty expired, I was able to get the repairs paid for in full, by calling 800 followed by VISA911. By bank card has “buyer protection” through Visa which DOUBLES the Mfg Warranty on EVERY purchase I make using the card.
November 20th, 2008 at 10:41 am
Persistence and politeness seem to help this process. Do not give up and hang up let them hang up on you, which they will not do! As long as you are being polite!
They try to sell you every thing to buy the repair. I just kept saying this is a defect created by HP and HP needs to fix it. I also said how this web site points out many people out of warranty have had the laptops fixed for free!
Do not get angry, be polite and take notes, these are my notes i typed while on the phone:
HP Contact 1-800-474-6836
Need to mention crack caused by left hing
I also mentioned :
Over heating processor
Wireless Wi Fi card not working
Called 11/20/08 11:14am
Jullian answered (INDIA) 11:18
Jullian advised that this could be repaired for $298.00. I advised her that this was a defect in the laptop and I knew of many people that had this repaired out of warranty. I also stated I would not pay for this repair and I expect HP to repair the item. She was connecting me to a Case Manager when I got disconnected. But she stated she was creating a case number that I never received due to the disconnect.
Called back at 11:30am
Anna verified my info and I also informed her about the wireless card issue. Anna advised me she would email a case manager who would later contact me.
Ticket Number ***********.
Waiting to talk to case manager
Case Manager: Akbr 11:40 am
Reviewed info had to explain issue again and again
Akbr advised me I have to have a warranty to have this repaired. Akbr advised me that the warranty has to be purchased for $321.00 which includes taxes
I explained to Akbr that this was unacceptable and I was going to contact the CEO Mark Hurd HP Chairman of the Board, Chief Executive Officer and President via email and phone every day until this was resolved.
Akbar stated that there is nothing more he can do about this problem if I am not willing to pay for the warranty service. I then told him that if there was nothing else for him to do he should end the call ( I refused to end the call and left it to him to hang up)
Finally after several minutes of him saying is there anything else and I kept saying I am waiting for you to disconnect or tell me that you are going to fix my computer, he transferred me up the chain again.
Akbr is now transferring me to the Assistant Manager 11:58am
Osel 12:01 I advised him of the website and he noted the Notebookhingecrack.com and said there was nothing he could do unless I paid for the service.
Osel said he was transferring me to another HP Manager.
Osel returned to the line after a very long time and stated his manager approved the free repair. He gave me the repair number , took my address and said the box was en route for shipping.
Persistence and politeness seem to help this process. I was angry but held back.
FYI, I bought this dv9000 at CompUSA for $799 in May 07, (today is Nov 08 well past warranty) with the two year CompUSA warranty for $200 bucks. The warranty people said no. I went nuts on them. Said some nasty but some what clean things and hung up. SO I tried to be as nice to the people at HP INDA as I could and it worked. Plus 1 hour and 15 minutes on the phone. Make sure your phone has a good charge.
Good luck, I will up date asap!
November 21st, 2008 at 11:00 pm
Hi all , my model was a Dv 9292eu which i bought on April 07 for €1500 in Ireland. I suffered the same problems , overheating , hinge cracking and blown motherboard twice.I even got my laptop lost for 2 months whilst in repaired.
So now it’s good riddance Hp and hello Sony Vaio.
November 24th, 2008 at 10:44 am
I got my dv9000 repaired back in september, partly because of this website. I just today got an email notification about a special warranty upgrade pertaining to the left hinge crack problem. It sounds like they are finally being responsible and getting the word out instead of sticking their head in the sand.
November 24th, 2008 at 11:14 am
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=ca&docname=c01611512
HP has sent out a notice admitting to the left hinge problem. Check out the above web site to see if your laptop qualifies for a FREE fix.
November 24th, 2008 at 11:43 am
Got this email from HP it sounds like they have raised the white flag on this issue! The email notes the date of this defect notice as of NOVEMBER 21, 2008. I contacted them on the 20. See post 211. I hope that my post helped push this issue with HP, and I hope many others followed the lead of this website. Great to see the power of the consumer at work. Too bad the US Government does not beleive in the consumer.
****************************************************************** URGENT SUPPORT NOTIFICATION FROM HP ****************************************************************** HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program HP is offering a Limited Service Enhancement Program throughMay 31, 2009 for the left display hinge on the HP Pavilion dv9000notebook PC serial number that you registered. If you experiencea broken left display hinge before May 31, 2009 or previously paidfor a left display hinge repair, please refer to the HP websiteat: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512 If you have not experienced a broken left display hinge, no actionis required on your part.
Sincerely, Hewlett-Packard Company
December 1st, 2008 at 2:14 pm
HP sent this to me on 11/24/08. I already had the crack fixed free of charge, but now they are going to do it for everyone, assuming that your system qualifies.
Check it out. Hope this helps.
******************************************************************
URGENT SUPPORT NOTIFICATION FROM HP ******************************************************************
HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program HP is offering a Limited Service Enhancement Program throughMay 31, 2009 for the left display hinge on the HP Pavilion dv9000notebook PC serial number that you registered. If you experiencea broken left display hinge before May 31, 2009 or previously paidfor a left display hinge repair, please refer to the HP websiteat:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no actionis required on your part.
Sincerely, Hewlett-Packard Company
December 3rd, 2008 at 3:58 pm
My screen has stopped working and i have this cracked hinge problem. I can see the lcd from the side and because of this flaw my screen is now freezing up. I am a photographer and i need the comp to edit pics. I have to send the computer away for a few weeks and purchase another one in the interim. this is wonderful news. No more hp for me.
December 4th, 2008 at 2:43 am
I have a HP dv9000 series laptop (RP249UA#ABA). I have been experiencing problems with the closing of the case and now the left display hinge has cracked. I was pretty disappointed to find that that this is a known problem with this particular HP laptop because it would have factored into my purchase had I known about it. HP is providing service enhancement program for specific notebook PCs sold in the United States and Canada. Beginning on November 21, 2008 and through May 31, 2009. http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512#step2 Based on the info in the other link I am eligible for free repair except it is available for North American customers. I dont know if HP Australia will provide a similar service?
January 4th, 2009 at 8:35 pm
I purchased a dv9000 in october 2006 and almost exactly 2 years later the hinge began to crack on the notebook. After calling 1800-HP-INVENT the service representative agreed to fix the problem for free even though the warranty expired over a year ago. They are sending me a box to ship the computer in.
I will update here when my computer has been fixed… but so far so good!
January 13th, 2009 at 10:02 am
Can anyone tell me if this recall applied in the UK please? I have exactly the same problem. My laptop is 2 years old and out of warranty.
January 27th, 2009 at 9:54 am
Thanks for the help and posts. I’ll try subrotos post from 12-4-08. Thanks!
February 26th, 2009 at 2:45 am
I have a 9030 of a friends and just bought a replacement LCD, because the LCD wasn’t working. I replaced it and upon trying to put it back together, I noticed how bad the left hinge is and it is totally broken. I got the computer running and the screen works fine, but I can’t close the lid.
Since this isnt’ my computer and I didn’t know there were so many problems with it, I didn’t check to see if it was the screen in the first place. Maybe it was ok?
How is HP handling this issue? I see that they are replacing screens in some cases. I guess I should take the new one out and replace it with the old broken one.
Are they doing this for free as may of you said?
March 11th, 2009 at 10:56 am
Wow! Can you imagine having to go back to the days before we had web? These companies have to be held accountable and you all have done just that!
I too had the cracked hinge problem happen just yesterday after two years. I think it was a delayed problem only becuase I keep my laptop on my kitchen island bar and, for the most part, never close it. That probably helped in delaying the inevitable! Thanks for all these post. I called Hp and from the start of the conversation I mentioned this website and informed them that I was not the only one. They immediately, without delay, addressed the issue and, Voila!, a box is on it’s way. I coudln’t have done this without all of your help and time that was spent documenting all this online. Thanks guy’s!
ps..Sony is very big in the back of my mind right now!
March 16th, 2009 at 11:16 am
i bought my dv 9000 a year ago, lateky the hinge had cracked and am having a big trouble carrying my laotop opened, to all places, it has split open the case. now i stay in india and here in the hp service center they are charging me a bomb to get it repaired….. i think this model of this series has got this problem….. iam just done with this headach, planning to sell it instead.
March 17th, 2009 at 8:19 am
I have had the same problem. The left side hinge broke and now my computer does not work period. I am sure HP has known about this problem yet they offer no remedy. I do plan to buy another notebook yet IT WILL NOT BE FROM HP!!!! There are several sites that sell replacement parts but here again, very expensive, and I want to get away from HP. I am really dissatisfied with their products!!
March 29th, 2009 at 8:19 pm
Hello! I also have my hp left hinge is broken, but I still want to fix it, so if you could recommend me where i can buy the screen casing, that would be awesome!
I already found the hinges, which are pricey, but less than where i went for help… and yes, HP services were zero helpful!! grr!!
Thank you!
March 30th, 2009 at 4:49 pm
The dv9000 do have a known issue on the hinges as well as the motherboard. If you have one that needs the hinge to be replaced hp does send in free of charge.Just call and ask.
April 17th, 2009 at 6:48 pm
wow i cant imagine how many people has the same problem as me. i have a hp pavillion dv9000 series and my left bottom corner hinge brocke after 1 year that i bought it. i called hp told them the problem and they didnt charge me. they told me that it was a defect with this types of notebooks. sent it got it bak like in 3 weeks. but when it returned. i noticed several problems. when i turned on a black screens appears looking for some link, then when am using it, its VERY SLOW. i called back. they told me that it had nothing to do with them and that they were really sorry. it told them WHATEVER FOO. so now i bouth more RAM am waitin for it to come in UPS.
April 17th, 2009 at 6:52 pm
mary E.
wait whats the problem with the mother board????????????????????????????????????????????????????????????? am worried now.
April 28th, 2009 at 8:00 am
I bought new hinges for a 15″ HP ZV5000 on ebay for $18.98 shipped. Replacement was easier than I expected. Works perfectly now.
May 6th, 2009 at 8:59 am
I was given a dv9035nr by a friend and it had a broken hinge on the left side as well. I have replaced it and all is well. For those who are interested you can find new and used replacement parts at.
http://www.impactcomputers.com/
May 12th, 2009 at 11:21 pm
I had thought it was a Godsend to sent in my Laptop for Broken hinge repair and I told the support rep that That broken hinge caused my LCD Screen Damage the Rep said it was a known issues and if I told him all my issues relating to that left hinged cracking it would be covered….However when I sent the unit in explaining the issues I had with LCD screen and stated the Left hinge breaking caused the LCD to break because it would not close properly…I sent the unit in and a few days later I check the status of my repair online there’s a pending charge of $432.00..I called the support line and made it clear once again that there defect caused more damage to my computer after arguing with the lady for about two minutes trying to reexplain the issues over to her because I was not getting my point across I asked for her supervisor and then the phone went dead. I just got my laptop back today two days later with only the bezel and hinged replace and a even more damage LCD screen… I am curious how many of us HP is trying to rip off…I feel royally screwed that I was told it was a know issue by the rep and it would be covered if I given him all the info before he sent the call tag for the Lap Top.
August 21st, 2009 at 10:45 am
Just wanted to post on here- I posted a long time ago about my hp pavilion dv9035nr with a hinge crack that hp did fix. Another interesting thing to note is that hp is now doing a recall of many of the battery packs for dangerously overheating… go here: http://bpr.hpordercenter.com/hbpr/
i hope this helps someone! they claim my battery is not affected, but the burn marks on my leg suggest otherwise… I am trying to argue with them now. I wonder if this was also part of the hinge crack issue… good luck!
October 16th, 2009 at 5:33 pm
I have the same problem. Overheating, the paint on the left side of where my palm rests has “NO PAINT” left from it getting hot and has completely worn off. My hinge cracked in half on the left side and split half way down the front to the HP logo in the middle as well as three quarters of the way up the left side. This is the most patheticly designed case and fan I have ever seen. I have written a letter to CNN.com to try and expose the problem which has been building for over 3 years with not resolution. Everyone please write to CNN and we may actually get a voice in this outright blatent disregarad of the consumer! Please write CNN > website> contact us> news tips. If everyone sends in an e-mail it will get attention.
Thank you,
Tarry
December 1st, 2009 at 4:42 pm
I have a dv9000 also, with the same issue. HP tells me the free replacement hinge program ended in May and I have to pay for repair now. Case mgr would not budge either. States it was my fault for not knowing HP was fixing for free. They never sent a mailer, email, or phone call. Considering this laptop has to make appearances with my wife in high level meetings a P&G and Coca-Cola and corporations of the like we are going to duct tape the broken hinge and use ductr tape to make a big HP on the cover so all corporate execs will know what kind of crappy laptop it is. And we will tell the story of their lack of customer service. Last HP ever!!!
December 27th, 2009 at 8:23 pm
My HP Pavillion dv2500 purchased in Sept ‘08 from Best Buy had its left hinge give out this month, a little over a year after purchase. This was probably due to the overheating problem mentioned in previous posts. I may attempt the repair http://www.instructables.com/id/Indestructible-repair-for-the-broken-HP-DV-9000-la as I am good with my hands and like to tinker. This is the last HP laptop I will buy.
February 13th, 2010 at 7:07 pm
i to am in the same boat
Aston Mason : Alright.
william jones : cnf73880hq
william jones : gs723ua#aba
Aston Mason : Thank you for the infromation.
Aston Mason : William, could you please give me 2-3 minutes till I check the warranty information of your product?
william jones : sure
Aston Mason : !
Aston Mason : Thank you for being online.
william jones : yw
Aston Mason : William, the notebook is out off warranty and since it has run out of warranty there will additional charge will taken to get it repaired.
Aston Mason : However you have 2 options.
william jones : ok its the left hinge
Aston Mason : You can either contact the neareset service provider of HP or you can send the notebook to us we will repair it, we will provide you the warranty of 90 days for the issue, but the cost of the service would be $ 398 + tax.
william jones : i know of over 957 other cases of this same issue with the same model computer
Aston Mason : okay.
william jones : and you want me to pay 398 $ for a known part defect
Aston Mason : Yes, since the notebook is out of warranty had the notebook been in the warranty I would have surely picked it for service with no charge.
william jones : i think you can do better then that
Aston Mason : I do understand your concern, but I can not exceed the laid down policies of the company.
Aston Mason : This is nothing personal I am telling you the fact.
william jones : look me up i always swear by hp im a comcast hsi tech and i recomend your products i just want you to swear by your own product the way i do
william jones : www.notebookhingecrack.com hp helped them out
Aston Mason : I would be pleased to do that for you but I can not since my hands are tied and, that is the reason I gave you the option to contact the service provider near to your place.
william jones : do i need to contact a case manger
william jones : i have a hp ze4900 still like new
Aston Mason : Well I think you should, because this is out of my hands I have provided you the information that I can.
william jones : here i have a hp dv9000 only 2 half years and it nogood
Aston Mason : Please go ahead and call on 1 800-474-6836
Aston Mason : I do understand your concern, but it’s a request to you to go ahead and call on the given number so that you can head towards conclusion.
Aston Mason : I sincerely appreciate your willingness and patience to work with me on this issue.
william jones : yeah
Aston Mason : I really want to thank you for being a loyal and one of the most valuable customer of HP for more then 3 years. And Thank you so much for that.
Aston Mason : Once you close the chat you would get an option to save or exit. At that time you could click on the save option and save the entire chat transcript.
Aston Mason : The Activity ID for further reference is: 3374819
Aston Mason : Is there any other technical issue that I can assist you with?
william jones : ive been a hp customer for 7 years
william jones : no
Aston Mason : Thank you for that.
Aston Mason : It was a pleasure assisting a person like you. I Look forward to assist you in future as well.
I wish you a great time ahead.
God bless you and may god you give you all the success in your life
May 21st, 2010 at 8:54 am
We get many calls for this issue. We are an onsite computer repair company in Tampa Florida. There is never a need to unplug your system and haul it across town. We come to you and address the issue where you and the computer are.
Several of our techs have had marginal success in repairing this laptop issue. Yes HP does not want to support this under warranty. We feel that they should but who are we against HP?
We are just a computer repair, support and service company that can upgrade, install and repair PCs, Macs, Windows, virus, backup, servers, networks and more.