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HP dv9000 notebook hinge crack update
By admin | October 12, 2007
This is the second post of a series, you can read the first post with comments here.
I wanted to post the comments I received on my first post. I had this mini-blog up just a few weeks and we’re already getting a TON of traffic from Google. I really need you to post your situation in the comment thread so we can see how widespread the issue is.
Comments from previous thread:
Dennis Crofts Says:
September 21st, 2007 at 7:40 pm eI 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.
No follow-up from Dennis, yet, but he’s expecting his laptop soon, maybe already. I e-mailed him today for a status check.
Osmo Says:
September 24th, 2007 at 5:47 pm ei 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….
I did a follow up here and the hinge/cases are CRAZY expensive. Someone quoted me $650 for a new piece of plastic for a $1200 laptop. Unbelievable!
Santi Says:
October 9th, 2007 at 9:36 am eI 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?
I will follow up with Santi in a few weeks to see if they charged him.
ryan Says:
October 10th, 2007 at 7:46 pm ehp 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.
That’s what they told me — 4 weeks. I had the exact same thing here, split at security hold, 5 months after buying it. The only way to open or close is to hold the pieces together and move the screen slowly or it pops the screen case out.
Mccall Says:
October 10th, 2007 at 7:49 pm ehp 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?
Send them a link to this site. If there’s enough interest, we can start a phone and e-mail campaign to HP and any warranty company that refuses to fix it.
This is why I started this site!
Robin Says:
October 12th, 2007 at 8:02 am eHad 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
9. Robin Says:
October 12th, 2007 at 8:04 am eP.S. the model number is dv9000, Actual Model: dv9035nr
That’s my model as well. I will be sending mine to HP soon, but I need more people to post their experiences so we have something backing it up!
If you had a notebook hinge crack, HP or not, please post your laptop, model number, purchase date, and current results here. Let’s get the numbers together!
October 18th, 2007 at 8:48 pm
I have a dv9035nr with a hinge that’s cracking too.
I’ve included a link to a pic of the crack. I purchased the laptop in Nov 2006.
I thought it was just my bad luck with laptop hinges, as I had a Toshiba a25-s279 prior to the HP, whose hinges cracked as well - Best Buy’s service plan did cover replacement of those hinges.
October 25th, 2007 at 12:06 pm
i have a hp dv9035nr that my girlfriend purchased for me last xmas - dec2006. mine has the crack as well on the left hand side. it started when the black plastic casing around the monitor came unglued at the seams due to the hinge separating in the back. i did not abuse it all. Sent to HP and they said it would cost me $1200 they refuse to repair under the warranty. Best Buy is not covering under the warranty my girlfriend bought - they say they would only fix it under the accidental damage warranty. Very dissapointing when something this costly falls apart after only 9 months.
October 25th, 2007 at 4:51 pm
I also have had the same problem. with dv9000 series laptop. Hinge broke on left side near security hole after about 5 months. HP said is is covered under the 1 year warranty. I am requesting to speak to a case manager about getting a dv9500 as a replacement because they have addressed this issue in the newer models. I am all for providing information needed to get this issue recalled.
October 25th, 2007 at 9:12 pm
Andy:
Sorry to hear about your model (same as mine). Please call HP again, and tell them that you read on this site that others have had the same problem fixed under warranty.
If you get nowhere, let me know and I will make a call for you.
This is a defect (a big flaw) and should be repaired free of charge.
October 26th, 2007 at 12:57 am
I have a DV9095US and it cracked on the bottom left about 11 months after I purchased it. I think my screen lasted longer because I used a cooling deck when I am at home and the Thermaltake cooling pad when I travel. I chatted with HP and they offered to replace it for free under the manufacturers warranty. For those of you who have been turned away you can still try again.
October 26th, 2007 at 11:38 pm
Same here. I bought dv 9035nr in December 2006 at Best Buy. In June the crack started at left hinge, plastic warped at the back and gap spread along the left side. I could still use the computer since I was in the Balkans (Bulgaria, Macedonia, Serbia). I contacted HP via Skype and personally in all these countries just to learn that HP does not support American-made laptop in Europe. Had shipped it back to my daughter against $300 payment to DHL. HP sent a box and replaced the plastics after some 10 days. Too late for me, since I had to buy a new laptop to complete my work abroad. Toshiba this time, believe me! $1500 expense - unnecessary.
October 30th, 2007 at 7:14 am
Purchased in April 2007. Hinge is popping on right hand side.
November 2nd, 2007 at 10:24 pm
I have purchased my laptop about 3 months ago and about a week ago i hear a squeaking noise in the left hinge and i feel that this may break like a friend of mine.
I have a hp dv2535ea, i also had hp dv9000 series that decided to break on the left hinge just after warranty ran out.
My go to Comet tomorrow and ask them if they can do anything as thats where i got it from (which i doubt as they would allow me to return it with a dead pixel xD)
Next step i will contact hp and see if there is anything that they can do.
November 3rd, 2007 at 2:30 am
I had a similar crack with my dv9000. Just cracked right along the seam of the screen on the side with the lock hole.
I have been speaking to this guy on AIM who also had the same problem with his dv9000.
I should note that the guy on AIM i speak to used his laptop for travel, and used it a lot.
I, on the other hand, used the machine as a desktop replacement and rarely had it leave my room.
I should also note that HP repaired it free of charge, since I was still under warranty, but tech support ended up causing more problems which they apparently failed to repair in subsequent send-ins. They ended up replacing the machine entirely :P.
November 4th, 2007 at 12:18 am
I have a dv9000. It’s about a year old, and the left hinge just cracked. Same issue as everyone else. So far, no help.
November 4th, 2007 at 8:23 pm
i have the same issue with the hinge. i bought the dv9000 in january 2007. this is really depressing. i can’t treat this machine like some million-dollar piece of medical equipment and they are saying this is because of abuse?
this is twice as hard for me because in the same week, i was hit with the “disappearing wifi” issue appearing on 6000 and 9000 series HPs. more info can be found
hopefully we all get some good news before our warranties expire, like HP seems to be hoping for. personally, if they dont resolve these issues, i’ll be changing my prefered brand next time around. whats more disappointing is that i really enjoyed HP products.
November 4th, 2007 at 8:25 pm
previous post meant to say “I TREAT”, not “I CAN’T TREAT”, whoops…. =) pls fix mod thx
November 5th, 2007 at 7:46 am
I have an HP dv9000 and about 6 months after I bought it I had the left hinge problem start to appear. I started to notice the popping noise when I opened and closed it, and the top and bottom of the lcd case started to separate on the left side. Then the popping turned into cracking, and the split got gradually bigger and little bits of black plastic started to fall out. My screen hasn’t cracked yet, and I’m beyond my year warranty by several months, I just try to be careful and hold that left side when I open or close it. My boyfriend’s laptop (A Toshiba) is also cracked on the left side, and I knew that hinges could be a problem, the same with phones, but that I found so many Google results on my model laptop, and that there is a blog devoted to the problem, makes our particular problem so conspicuous that it makes me laugh. I’m not sure what to expect from HP though.
November 5th, 2007 at 8:36 am
I purchased a HP dv9000 from BestBuy end of dec 2006 and the hinge on the left hand side by the security lock cracked a few weeks ago. I am not in the States at the moment and will not be there before the 1 year warranty expires
spoke to local HP support and the guy on the phone was clueless about everything…what the hell is HP doing!!!
November 5th, 2007 at 8:46 pm
Same exact issue…Left hinge on sceen casing cracked…now the inner casing and out casing continue to pop on and off…this is absolutely ridiculous…We are victims of an obvious wide spread manufacturers defect….
November 6th, 2007 at 8:20 am
Hp Dv9000 hinge broken, same as the above problem left side by the security hole the cover is seperasting and bending it still works but is difficult to open and close due to the nature and location of the problem Hp is totally Clueless and wants to charge $650.00 to repair it under the warranty, Hell no I smell class action Lawsuit
November 7th, 2007 at 12:27 pm
We purchased an HP Pavilion zv6000 laptop in mid 2005 and just a few days ago the right side (if you were typing it is the right side) popped as I was closing it. I was convinced it was something I did and got the evil eye when I mentioned it to my husband that the screen hinge separated and all I did was close the screen the same way we had been closing it since we owned it. I am not convinced he believes me and he says he’ll try to fix it since now the screen wants to flop backwards freely and the split is getting bigger. Obviously out of warranty..bought at Best Buy
November 12th, 2007 at 5:42 pm
I purchased a HP dv9000 from BestBuy end of October 2006 and the hinge on the left hand side by the security lock cracked this week.
Since the machine is over one year old I haven’t called HP
November 19th, 2007 at 1:20 pm
WOW! Bought my notebook Dv9000 in January 2007 and now the left hinge is cracked so bad I am afraid to open the screen. I left Fry’s Electronics this morning because they said too bad for me. Oh, and by the way your three year extended warranty ($199.99) doesn’t cover this. I am now on the phone with HP (1:15 minutes) trying to get someone to help me.
November 19th, 2007 at 2:11 pm
I pulled this from Hoovers today.
Corporate is located in Palo Alto, CA 94304
(650) 857-1501
Case Manager Line: (877) 917-4380
Key People at HP:
Mark Hurd - Chairman of the Board, CEO and President
Todd Bradley - EVP, Personal Systems Group
Prith Banerjee, Sr VP, Research, and Director
Ann Livermore, EVP, Technology Solutions Group
November 20th, 2007 at 5:27 pm
Ditto left hinge problem. Appeared about one year after purchase, 11/1607. Let me know if we have any recourse to this manufature defect
November 25th, 2007 at 3:23 pm
My first HP Pavillion suffered from the dreaded power plug syndrome, expensive to fix, no help from HP but I loved that machine and sprung for a new DV9000 series in spring 2007. I use it almost daily, keep it in an HP docking station Monday - Friday, removing it only for SAFE use in my house over the weekends. So the screen sees very few open-close cycles, and I don’t use it in bed, in the car, etc.
About a week ago I began to hear the creaking you all are mentioning, and this past week the screen split wide open along the left side, and yes, pieces of broken plastic are falling out.
In reading these comments, I have almost zero hope that HP will make me whole for this, and I just can’t afford to let this machine go for a month or more as I use it daily. I’m going to do two things: 3) research other mfg’s. reviews, user comments, etc., 2) document this problem and file a complaint with my state’s attorney general’s office (very proactive and consumer friendly), and 3) go out of my way to avoid all HP products, and not to sound like a crank, I will be very vocal about my abysmal experiences with these not-inexpensive machines.
November 26th, 2007 at 2:45 am
I had the exact same problem. I bought mine about 9 months ago from best buy dv9035nr. Love the machine, left side hinge started to pop, and noticed it was coming apart at the plastic frame then grew bigger. I baby all my laptops (I’ve owned 3 other HP laptops). I was very supprised about this flaw. I sent it back to Best Buy and they sent it to HP for repair. Got it back in about 3 weeks. I dont know if the 1yr warranty covered it, but im assuming so. I also have the 3yr extended package which i always get. I got this notebook somewhat free as my last HP i accidentally fried the board and Best Buy gave me a new one to replace it. All in all besides the hinge issue, this laptop rocks
November 26th, 2007 at 3:27 am
OMG - I just can’t believe this - literally the same as everyone else just happened to me.
Better Business Bureau, HP and the world is going to be called because obviously this is a known fault and I’ve been handling my baby computer with kid gloves so I know that abuse is not the cause.
Unbelievable - literally. Denise - thanks for the numbers, I’ll start down them sequentially and urge everyone else.
November 28th, 2007 at 5:39 pm
Same as Ashley — my zv6000 is 2 yrs old and just in the past month, the hinge on the right side has opened up a wide gap along its seam, whereas the one on the left is “like new”.
November 29th, 2007 at 12:04 am
We bought two of the dv9000s in May 07 after our house was robbed and our desktops stolen. We bought them at Circuit City. In August I bought a dv6000 and gave the 9000 to my daughter (the 9000 was too bulky for me). She takes it everywhere and when I saw the crack I thought she’d done it - though she swore she didn’t drop it at all. Until tonight when we noticed the second laptop had the same problem we didn’t believe her - now we have TWO of these dv9000s we’ll have to get repaired. Thank goodness we found this site!!! We’ll call HP tomorrow and update you on what happens.
November 29th, 2007 at 11:06 pm
Same problem - hinge seems to have stuck and cracked on the left side, by the small hole with the lock icon. I can’t close the laptop without worrying the screen will crack. The plastic frame on the left side is completely separated from the screen itself and will not snap back into place.
I called HP but the 1 year warranty expired 3 weeks ago. They said they could fix for $300 - $400 but the parts would only be warrantied for 3 months. I’m afraid I’ll have the same problem again.
December 1st, 2007 at 6:35 pm
Same problem as everyone else with the cracked left edge of LCD lid on my dv9000. Security screw just popped out today. Mine has been sitting on my desk for weeks, always running, with very little opening/closing of the lid. Rarely travel with it either, but when I do, it’s always in a padded laptop bag. Bought mine in June 2007, so less than 6 months old. Maybe it’s a coincidence, but everyone knows that the top left corner of this model gets extremely hot very quickly. So hot that if not vented, the laptop will immediately shut down. I’m no engineer. But with that kind of heat, it is quite plausible that the plastic hinge and screw hole right above this hot area are literally melting or suffering some type of structural fatigue. Notice that it does not happen to the hinge on the right side of the screen. So if the left hinge cracking defect is true, then this is a major design flaw by HP and should be covered by them willingly. From this thread it sounds like HP’s warranty coverage for this problem is hit or miss. Suggest that if you miss, that you escalate the issue—along with this and other threads—to HP’s highest level of customer service and then to their Consumer Marketing VP.
HP has tried to turn around their quality and service image in the last year. Spent lots of money advertising it too. You would think that with all the complaints about this hinge/lid problem would be enough evidence for HP to cheerfully and quickly issue a free repair before this type of negative press spreads faster and hotter than a California brush fire.
December 2nd, 2007 at 12:30 am
The same exact thing happened to my dv9000 a few weeks ago. I am still very upset, but it does help to know that I am not the only one. I hope that together we can get HP to do something about this. I cannot afford to have it repaired. I just hope that HP will honor my warranty considering I purchased the computer exactly 1 year ago today. I am kicking myself for not contacting them when it first happened!
December 2nd, 2007 at 6:11 pm
Yep, same thing here. Crack on left side…popping noise, have to hold side together.
purchased the dv9005us from office depot on 12/22/06
December 4th, 2007 at 12:49 am
I have a hp dv2000 model and have a very sticky left side hinge. Its often hard to open an close the unit. If I dont open it slowly I guess it will crack.
I think when the unit gets hot the plastic expands causing it to get really tight around the hinge area. For some of you guys it actually cracked the plastic or when you opened the lid it cracked. It’s bs.
December 4th, 2007 at 2:59 am
My work purchased a DV905ea for me in Jan 07 - In Sept 07 the hinge on the left side failed. HP refused to fix it under warranty so the company ended up paying to have it fixed.
I’ve just found this blog and forwarded the link to our I.T guy - I think he’s going to use the info here to try and get a refund so thanks to you.
At least I can prove I didn’t drop the thing now!
December 4th, 2007 at 9:44 am
Same issue….
DV9207 SN# CNF7064SYL. Left hinge cracked apart can’t open or close lid easily. Don’t waste your money on a CompUSA extended warranty. Mine is under a year old HP is paying for repair.
December 4th, 2007 at 4:15 pm
Same thing as everyone above wrote. Starting making a creaking noise when opening, then one day it just popped. The screw flew out and the side and front cracked.
I bought it a little over a year ago at Best Buy. Bought the extended warranty through them and they will not cover it. I called HP and they said I would have to pay $298 for a mail in repair. I asked to be assigned a case manager.
Will post again when I speak with a case manager.
December 6th, 2007 at 2:22 pm
Have a zv6000. Both hinges are gone as of yesterday. Same problem as everyone else. Warranty has run out. This is ridiculous. I’ll never buy another HP!
December 8th, 2007 at 12:35 pm
This is pitiful for HP. I have the exact same problem and my husband suggested I Google to see if there were any postings about it being a problem with the unit and lo and behold here you all are. I purchased mine exactly a year ago, never dropped it or banged it into anything as it rarely leaves my desk. I had difficulty opening it two days ago and when it finally did open I heard the “creaking” at the left hinge. The hinge is separating and it’s splitting further and further up the left side. I have to hold it together at the side and hinge to open an close it. I’m working on a huge CAD project and can’t afford to lose it so I’m leaving it open. I’ll try contacting HP on Monday and see what kind of runaround I get as it seems to vary from post to post.
December 9th, 2007 at 8:45 pm
I have the same problem with my HP dv9000. the left hinge is broken. I taped the side together and open and close my screen carefully. I called HP but they are as useless as can be imagined. Does anyone out there have a lleft hinge?
Joe
December 11th, 2007 at 4:38 pm
So I bought mine mine from CompUsa In may 2007. Other than the heating and hence instant shutdown issue I was happy with it. Then one fine day the left bottom of the screen flap near the lock, just came apart for no reason. So I sent it in and they fixed it(replaced the casing I think. Now one week after that I try and connect S-video t o my TV and I see the base unit has also given way. It cracked open near the top of the S-video. It could just be that they didn’t close the base casing properly. It just opened up a few mm’s and looks all set to break soon. So I am sending it again. I have 100 some days left on the warranty and this is pissing me off. What if something gives way again? I just don’t want to keep on buying expensive warranties again and again. They should really issue a recall for this. Its a ni9ce piece of equipment but with the overheating and constant cracking they should change or do something about it.
December 11th, 2007 at 7:30 pm
I just came back from Future Shop where I bought my dv9000t just over a year ago. same problem - broken left hinge and the whole frame is slowly coming apart. I was advised to contact hp but seeing all these complaints! I think I do not stand a chance!
December 13th, 2007 at 9:29 am
I purchased my HP DV9000 in Oct. of 2006. Yesterday I had the same crack develope by the left hinge. I got mine from Circuit City and Am going to call them about it today. I don’t know if they’ll fix it or I’ll have to go to HP. Either way I’ve had it for 14 months and I think all the warranties are expired. I just hope one of them fixes it because this computer was way to expensive to be thrown away because of a defect by HP.
December 13th, 2007 at 11:07 am
I am having the same problem. My laptop is a dv9000 I bought it 8 months ago. About a month the left hinge started separating. I am on the phone with HP now. They said since the hinge is already broken they may have to replace my laptop with a new one. That is what I am hoping for since I can’t be without my laptop for 4 weeks.
December 13th, 2007 at 3:22 pm
Just so everyone knows, if your warranty has expired HP will charge you. I contacted them today 12/13/07, and they told me since my dv9030us was 29 days out of warranty it would cost $298. If I waited untill I was 30 days out of warranty it was going to cost me $450. Which is ridiculous, and I’m so frustrated right now. The screen and the pixles are fine, and yet it’s going to cost $300 just to get a peice of plastic fixed. If yours starts to crack, get it repaired before the warranty expires.
December 13th, 2007 at 7:16 pm
Help. I have the exact same problem. This is clearly a design issue. I work with plastic in the automotive industry and we would never design a plastic part to hold that kind of load. Someone tried to save some money in the design and didnt do there homework. At first I thought my wife drop it on the ground and didnt tell me, but after further inspection and reading these post, I am convinced I deserve a new laptop.
December 14th, 2007 at 7:18 pm
Chalk up another left hinge problem.
December 14th, 2007 at 8:10 pm
Just contacted customer service on HP chat after the above post, they have a box in the mail for a free repair. Was really quick. Will keep you posted on progress.
December 14th, 2007 at 8:36 pm
Hi, I just had the exact same left hinge problem as everyone else on here. I purchased my dv9005us from Office Depot 12/2/06 along with a 3 yr. service plan. Like many of you, I strictly use mine as a desktop replacement and it rarely travels. I’m going tomorrow to talk to Office Depot and then to HP. I will post again with results.
December 14th, 2007 at 9:08 pm
*Update: I just got done using the online chat with HP. I included a link to this webpage in my discussion. The customer service representative asked for my product # and serial # (both on the laptop). My laptop is 12 days out of the 1 year warranty yet HP is sending me a box to mail it in to them. HP also said that they would fix it free of charge. So far, this has been a painless experience. Knock on wood. I will post an update once the process is finished.
December 17th, 2007 at 9:20 pm
Me too! left side by that lock symbol,it started to crack 2 days ago and my sister was convinced i had dropped her computer.Now i can show her this and be like ,”Ha, take that!” Really sucks,hope her warranty hasn’t expired…
December 19th, 2007 at 5:36 pm
My dv9225us cracked open on the left side by the security lock slot. A good chunk of the bezel is separated now. When I called HP, they said they wouldn’t cover it and it would be approximately $700 to fix.
That was the first (and probably last) Wintel machine I’ll buy. I now have a sturdy MacBook Pro.
The HP wouldn’t hibernate correctly when I closed the lid, and when it did, it would lose the Broadcom hardware. I’d have to repeatedly hibernate/wake until it sorted itself out.
I’ll try HP customer service again.
December 19th, 2007 at 6:43 pm
Update on HP service:
Important: My dv9000 was still under its 12 month warranty period. I was pleasantly surprised when my perfect-fit empty shipping carton arrived at my home in 2 days. Just like HP promised.
Because only my monitor/lid was damaged, I asked HP if removing my hard drive would violate my warranty. They said no it wouldn’t Removing the hard drive (so I did not have to back it up or worry about it being damaged while in transit to/from HP Repair) took all but 5 minutes to remove 2 Phillips screws and to lift out the drive. Replacing the drive was just as easy.
HP quoted that repair would take 5 working days. In fact, it took only 2 days: one to replace the monitor/lid with a new one (not a repair job!), and one day for FedEx Next Day Air–all at no cost to me.
A repair form stated that the reason for replacing the monitor/lid was due to “faulty workmanship and poor assembly”. I do not agree that this was the reason for the hinge cracking. But it sounds like HP does not want to admit what we all know—the hinge design is defective.
In summary, I have nothing but kudos for HP’s warranty service. I only wish that they would offer the same level of professionalism and interest in their customers by replacing their defective monitors/lids free of charge (unless there is a clear sign of abuse).
December 20th, 2007 at 6:09 pm
Ditto. I thought I was the only person with this problem until I found this website. Thank you for helping me deal with my frustration.
Anyway, I spent about one hour in an online support chatroom with HP a few days ago. My HP Paviolion dv9000 started cracking on the left side by the security slot 3 days after my warranty expired. No luck for me. They said they would send an empty box for me to pack the laptop in. They said it would only take a few days to get back. They said I could get it repaired for about $298 or they could hook me up with a new laptop for $500-$700. Wow! Thanks! HP won’t stand by their products by making the situation right, but they want me to continue to purchase their equipment. Ya right! I am very disappointed in how they handling (or mishandling) the situation. I already paid fairly big bucks (at least for me) and they want me to basically pay for half of a computer that I already have.
I asked the technician if HP planned on issue any sort of recall for the hinges. He said as of right now, “No.” He will email me if there is a recall. We’ll see if this actually happens.
Signed,
Former HP Customer (until resolved properly)
December 21st, 2007 at 4:05 pm
If you have an issue with a HP notebook, call the casemanagers 877-917-4380 ext 94 mon-fri 7-4 pm PST
December 21st, 2007 at 10:24 pm
Removed drive and installed an unformatted spare drive. Best Buy only had a 120 G instock, thought about gutting out a cheaper/larger external USB drive in hopes of finding a SATA inside, but a rush trip before the holidays and trying to get a speedy repair didn’t allow.
Don’t have to worry about using the backup and restore process and all the associated hassles with reinstalling my legitimate software, with the licenses verifications, at least if the same unit is returned.
Existing drive had an adapter for the SATA drive connection, which was pulled off and installed on spare. (Adapter at first look, appears to be part of drive connector.) If all works out I’ll use one drive for data only. I have looked and will need an adapter/mounting bracket.
Unit FedEx’ed 12/18/07, received at HP 12/19/07.
HP email indicates that expected delivery date of return is 1/2/08.
So far so good….
December 23rd, 2007 at 1:10 am
Ditto here, the screen split open on the security lock’s hole, open it up, the plastic that should hold the screws are completely shattered ( 4 of them) and the metal holder that connects the hinges to the screen is also crack, it is showing what the expert called, “metal fatigue”. I tried to “super glue” it, metal cement it, epoxy it, king kong adhesive it, super whatever-to-make-them-stick-together-back it, NO DICE.
Should we all exchange our email addresses, and make a petition to HP, some how for selling a lemon to us. I lost my WIFI a few weeks ago, and now THIS CRACK. Come on HP, make us right. Me, my company is switching brand, and I will strongly suggest all my clients and my friends to switch brand the next time they are going to buy laptops.
I bought this unit in US, but I’m traveling outside the US right now, it is very annoying yet plain embarassing, in front of the clients to have such a out of shaped laptop.
December 24th, 2007 at 8:27 am
My DV9010ca was purchased in November 2006. Warranty on p/l ran out November 2007 and a few days after that the hinge cracked on the left side right aboe the security latch.
I’m not sending my laptop in to wait for weeks and a repair at a possible cost of >$400. Lucky for me the bezel isn’t damaged to the point of affecting anything (they’re another ~$65.00).
Does anyone here know if the hinge replacement part you can order from HP comes with the screen panel bracket attached? That’s the strip of metal that runs up the side to the top and screws onto the panel. Mine is cracked right on the angled part at the bottom.
December 24th, 2007 at 1:49 pm
Laptop back in working condition, FEDEX just dropped it off. My original unit, battery, “spared” drive were returned. The repair receipt shows that the bezel, lcd cover, 2 hinges and re-imaged drive were installed.
The unformatted drive I installed, as discused above, was loaded with the operating system and all the “as purchased” HP software, etc.
I have reinstalled my old drive and am back running as pre-failure. Don’t like that the hinges broke… but the service and speed of repair was great! My first attempt at using an online agent, it avoided the “listen closely as our options have changed” routine and hours on hold.
THANKS HP! You folks are back on my good list.
Merry Christmas to all… may your repairs be as smooth as mine. Thanks for the forum.
December 25th, 2007 at 7:17 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.
December 26th, 2007 at 7:36 pm
HP DV9207us laptop 1300 dollars,Left hinge craked near lock.HP knows of no defect.Good thing for this board!Do not buy hp for WARRANTY OF A MASS PROBLEM.
December 27th, 2007 at 4:58 pm
I purchased my laptop in May of 2007. In late November, I too began to experience the hinge coming apart at the lower left corner — just above the security hole.
I sent the laptop in last Friday (today is Thursday). I got an email from them on Monday saying they’d received the package. They told me I’d have it back in about 11 days.
However, yesterday (Wednesday), they sent another email, in which they said the laptop had been repaired, and was on its way back to me — literally two days after they’d received it.
Obviously, I’m VERY surprised that the issue was resolved (at least that’s what they say), so quickly. A bit concerned though: either the repair center was slow, or they did a shoddy job.
Tomorrow’s the day the laptop comes back. We’ll see how well they fixed things (fingers crossed).
December 31st, 2007 at 8:36 am
Same problem as others. Our DV9000 has been to HP twice already. Missing WI-FI and failed power plug, both fixed under warranty after spending WAY too much time on the phone with “technicians”. Now that those problems are corrected, it started cracking and popping a few weeks ago at 15 . I disassembled and found all attachment points broken in the plastic case and the metal fatigued to failure between the hinge and metal strip that holds the monitor. It will be a LONG time before HP/Compaq gets any of my $$$$.
December 31st, 2007 at 2:43 pm
I purchased my laptop in June of 2007, and i started to see the plastic breaking near the lock on the left side of the laptop.
I just talked over the new hp online chat system, and it was fast. They will send me the box to repair it on the 5th of Jaunary, because I am out of town until then.
I am nervous to see if the warrenty checkers will think i dropped my laptop, even though i did not. I look at some of the cases above, and see how much they charge to get it fixed and it frightens me.
Now for the waiting part…
December 31st, 2007 at 9:19 pm
Wow.. this is sad…. I just found this site today and in the same boat. I bought a zv6230ca 25 months ago.. the right hinge went about 5 months ago and the left one just went today.. now the lid flips like a barn door in the wind.
The hinge for this unit is about $90 which is still a lot of money… for such a small part.
It is so deceptive as the hinge cover makes you think you have a 3 inch hinge but when you get into it.. it’s a small 1/4 of an inch section gripping the pin and seems to be made of white metal C section around a pin and the C splits.
a $1300 laptop for 2 yrs gets expensive. I could get a used Lenovo with pretty much the same specs for $330. I will never get another HP
Dan
January 1st, 2008 at 11:28 am
My screen “popped” about a year ago, like a week after the warranty expired. I thought it was just me and since I didn’t buy an extended warranty, I also thought I was SOL. After using the edge of my desktop LCD for support for a year, I decided it was time to buy a new one. Since I couldn’t give a broken hinge laptop to my baby bro, I contacted HP support for a replacement part. Estimate - $298. Thats about half of what the laptop cost NIB. Coming from a family with 5 HP laptops and desktops, this is enough to swear me off HP/Compaq completely.
January 1st, 2008 at 10:30 pm
I bought my dv9235, $1499, last Feb. My hinges are not yet cracked, but when I open my laptop you can hear the crunching and squeaking of plastic breaking. I also have several keys that have popped off. I am sending mine in tommorrow. I work at Best Buy and we recently were granted an exchange for a customer for this issue. Working in the Geek Squad I cannot tell you how many of these units we see sent out for this. Unfortunately this was after I had made my purchase. I am keeping my fingers crossed that they will grant me an exchange as well. I WILL NEVER BUY ANOTHER HP, this unit has been a POS since day one. Overheats, shuts itself off, blue screens all the time and now this happens. I wish there was a better way for our voices to be heard, like maybe the primetime news. I feel better after venting now..will keep you posted.
January 2nd, 2008 at 10:58 am
Having the same problem with the left hinge on my dv9000. How many total before they recognize their (HP) error?
January 2nd, 2008 at 7:34 pm
I have an HP DV9000t, bought last February. My lower left hinge started to come apart at the end of october, and proceeded to finish breaking all the way off by the middle of november. Or course the only way to close the screen was to try and hold it together and pray. I also had to add a bit of tape to the latch as the left side would get stuck and not allow me to open the laptop.
I called HP and told them exactly what the issue was, and that if they could send me the part I would love to fix it myself. Of course they said no. I even stressed I am a network admin, and have been a computer technician for many years. Still they said they needed the laptop. Then I told them well since your company formats every repair I’m keeping my hard drives so I wont have to reonfigure my laptop when I get it back. They didnt like that idea but after arguing for a bit I won that battle.
Anyways they sent me the box I received it over night. I shipped the laptop back to them, and within a week recieved a call stating they could not repair my latpop. It’s beyond repair and they will charge me 1050.00 for it to be fixed. I went ballistic. Demanded a supervisor that didn’t work, the “tech” kept saying I dropped it and that the hinges just dont fall apart. I have never dropped this laptop then he tells that it does not work anymore that someone liquid from the screen has come in contact with the motherboard. That is an outright lie I told the “tech” since it worked perectly except for the hinge when i boxed it up and shipped it.
After arguing with the tech for about 20 minutes and telling him exactly what i thought of the shoddy chinese workmenship i asked for the screen bezel and hinge replacement part number and i would just buy it mysel. he wouldnt give me that either. So they sent me back the laptop.
I received it back within 2 days. Needless to say the only issue still is the broken hinge no issues with leaking into the motherboard the laptop works fine if you can keep the screen together.
Any advice on what to do next, I was just searching for the replacement part when I saw this website. Now I am even more angry at HP than before. I thought I was the only one with the hinge isse. GRRRRR….
January 7th, 2008 at 1:35 am
hello,
This has just happened to my computer as well, and my 1 year warranty just expired. I am getting angry reading through all of these and am so thankful that i’ve read through this prior. I’m wondering about the petition. i’m going to be contacting HP tomorrow.
January 7th, 2008 at 2:31 pm
just found this site. bought my dv9205 last feb, the lid started cracking last week, bottom left. this gets a lot of use and the fan seems to run quite a bit, gets warm over in that area from time to time - could that cause the delamination?
i called the number above and was told the box is in the mail, send it in….. - i’ll keep you all posted!
mark
January 7th, 2008 at 5:33 pm
I have a dv9008nr I bought it from Best Buy in Oct. of 2006. A couple of weeks ago I noticed the left side plastic frame was cracked and it was also making a noise when I closed it. The plastic was split open and I could see the hinge frame was broken at the corner.
Grrr.
Sounds like a recall should be done.
Eric
January 8th, 2008 at 7:33 pm
Same issue as Ashley and Tom — my zv6000 is 2 yrs and 5 months old and two months ago the hinge on the right side has opened up a wide gap along its seam and faiiled, the left one is beginning to fail also. I found this site trying to find a reasonably priced solution to what seems to be a bad design on HP’s part. They need to have a recall!
January 8th, 2008 at 11:24 pm
Chalk up another dc9207US left hinge breakage. I took it apart and the plastics/metal right by the security hole are just shredded. Broken screw holders and broken metal. Exactly as described above. I cannot believe there is that flimsy construction. I have been a professional repair technician for 10 years and was quite surprised when I opened it up. After 3 HPs in a row, I am going back to Dell. I have been repairing Dells for 5 years and the construction and ease of repair is top notch. I just hate to wait for it to show up in the mail. Too bad HP doesn’t offer in home service.
Anyways, thanks to this site I was able to discover a defect and that I needed to call HP. In the chat they agreed to send me the box for the repair. As soon as I described the issue, she immediately agreed to repair. They even told me I could pull my hard drive. I gave her the link to this site, but considering how fast they agreed to fix it, I would say that all of you guys have made an impression on HP.
FYI, you can order parts directly from partsurfer.hp.com. I took mine apart to get parts numbers.
For the DV9207 your back plastics are 432957-001, from panel bezel is 432955-001. Couldn’t get a number on the LCD frame.
Godo luck all. I will let you know when I get mine back.
January 9th, 2008 at 1:29 pm
I posted a message on here on December 20th. Well, I took Jason’s advice from December 25th. I didn’t take “NO” for an answer. I called HP on New Year’s Eve and was on the phone for about one hour, but I got what I wanted: my HP fixed at no charge.
My warranty expired at the end of November in 2007. A few days after the warranty expired, my hinge cracked on the left hand side. I called HP right away and told them. They said it would cost $295 to get it fixed. I couldn’t afford the repair so I left it alone and was VERY upset with HP. I found this site and posted a response. I checked this site every couple of days. Finally, I had the time on New Year’s to call HP.
I talked to a “Level 1″ customer representative and they said it would cost $295 because it is no longer under warranty. I said, “This is unacceptable. I shouldn’t be punished for something HP screwed up on. HP should fix this for free.” She said she doesn’t have the authorization to do this. I asked to speak to someone who is authorized to make this decision.
I then spoke to her supervisor who basically wanted my entire story again. He said he doesn’t have the authority to make the call but he would send it on to a case manager who would determine if my problem is worthy of a “free” repair. The case manager would get back to me in 48 to 72 hours. The supervisor gave me a phone number to the Case Managers Department in case I didn’t hear anything after 72 hours.
I hung up the phone and immediately called the number because I wanted the problem solved now. After talking to a case manager she said everything would be taken care of.
HP sent me a FEDEX box (overnight), I sent my computer out the next day, and had the computer returned to me by Monday. I was without my computer for only 3 days.
It was a pain in the butt to get them to fix my computer, but it was well worth it. My computer is fixed and I still have $295. I feel much better about buying HP products now!
January 10th, 2008 at 11:15 pm
Well, I was closing my laptop for the night - and found that the left hinge was - as many others here - cracking. It will not close without it prying it apart. Now - I have never dropped my laptop or mishandled it, so I am quite disappointed about this.
Nonetheless, I found this website. I contacted HP via the online chat service. I was assured that since this was a manufactural problem, it would be fixed free of charge. Oh - I did mention this page - so perhaps that helped a bit. Anyways, I was told to expect a mail in box in 1-2 business days. Now I just have to back up all my data, etc etc.
I’m hoping that it will be a smooth process rather than the experiences shown by many others on this page.
The online chat worked very well for me so far. No difficult to understand accents or misunderstandings. And I could do this at 1 AM in the morning! If all goes well with the repairs, then I will be at least thankful that it wasn’t a huge pain to get it fixed. BUT - that remains to be seen.
I’ll post an update after I get it back.
Thanks for this site! Made me realize I wasn’t alone.
Good luck to you all!
January 11th, 2008 at 11:43 am
Bought a 9000 11/06. Same problem with left hinge started a couple of months ago. Worked OK with careful opening and closing of top, then screen went black and wouldn’t come back on. CompUSA where I bought it claimed it was “cosmetic” and not covered by my extended warranty. When a manager indicated it was a known defect, they sent it back to HP, who returned it un-repaired 4 weeks later claiming it was physically abused. Meanwhile, CompUSA has been sold to liquidators and no longer has a tech repair dept. Glad to see this site and will contact HP again myself citing this blog to see if I have any better response.
January 12th, 2008 at 5:25 pm
Hello everyone. I also purchased a pavillion dv9000 hp laptop. It cost me aroun $1000. I have handled it like a baby and in fact have not used it very much. A couple of days ago it began to snap, crackle, and pop when I opened and closed the screen. The back of the screen seperated , the hinge broke, and I am now afraid any more handling of this laptop may result in a cracked screen. I took it to a local computer repair and the person there told me that this model of laptop already has a history of the left hinge breaking. I purchased this laptop in november of 2006, so it is only14 months old.
January 12th, 2008 at 5:43 pm
The computer repair person told me that it would not be repaired by HP even if it was under warranty. I then called HP and after an exhausting phone call was told by HP it would cost $298 to repair. I asked to speak to someone who had authority such as a supervisor or a case worker but the low level operator would not do so. Fortunately, I then did a google search and found this website. After reading all the other problems people have had with this same issue combined with what the local computer repair person told me about hinges breaking on these HP models, I am 100% sure that there is a manufacturing defect known by HP and they are making it as hard as possible to get repair done at their cost otherwise they would have to admit to the problem and it would cost them a mega bundle. I am willing to form a lawsuit against HP if I don’t get any satisfaction from them over this problem. I have been involved in one other class action lawsuit in my life and believe me when the bad guy is dead wrong and facing admitting to negligence suddenly they will take care of the problem as soon as they can. Wouldn’t it be nice if this happened without all the other lawsuits and shenanigans? How about it, HP?
January 13th, 2008 at 10:26 am
Hi, I’m from the UK and have a two year old zv6000, the left hinge went some time ago, and stupidly I didn’t look into getting it fixed under warranty, now the right hinge has gone the same way. I get by with piles of cushions and books etc depending on where I’m using it. I bought it from a retailer (Waitrose/John Lewis) who is known for its excellent customer service, so I might get them to have a go at HP for me, I’ll refer them to this blog.
In the meantime, does anyone have any homemade solutions for keeping the screen up?
THanks, Julia
January 13th, 2008 at 7:48 pm
Well, I guess the inevitable happened to me today! You guessed it. Snap, crackle, pop, my dv9260us split at the lower left corner. I bought it Feb. 07. So, I’m going to try HP tomorrow. I’ll let you know what happens…
January 14th, 2008 at 9:58 am
Well, I have called HP and finally got through to a case worker. The case worker would not repair my laptop for free because he said it is two months out of warranty. After explaining to him about the endemic problem these notebook hinges have, he still said he could do nothing. Finally , after telling him about this website and asking him again to repair the hinge for free, he said he would reduce the cost of the repair by $100 as a gesture of “customer goodwill”. This is not acceptable to me . True customer “goodwill” would be making a product that doesn”t break in 14 months to begin with. I declined his “offer”. Flat out. Do not accept this. Ever. You have recourse. The best recourse is to go through HP’s steps, document your calls and what has been said, then take it to your local claims court. Make copies of the responses on this website. Bring your computer to show the judge the broken hinge. Ask for triple damages. HP cannot afford to send a lawyer for each individual case. This is far better than a class action suit, although HP definitely deserves one in this case.
January 14th, 2008 at 11:19 pm
I have a dv9000 with a broken left hinge that’s causing my screen frame to break. I’m trying to buy a used or broking dv9000 so I can use it for parts… The laptop is very nice. But this issue is making me dislike hp. I keep it Open ALL the time. I agree 100% with John about his case against HP… All they’re worried about is their darn money. Good Luck to All…
January 14th, 2008 at 11:21 pm
To Julia,
Use an ( L ) shape metal or wooden frame to support your screen. at least it would help it staying in place. Good Luck.
January 19th, 2008 at 8:37 pm
I’m sure what I am going to report won’t be a shock to those of you who have an HP Pavillion dv9000 — the left hinge snap, crackled and popped about 14 months after I purchased the laptop. My unit barely ever leaves the house as it is a replacement for my desktop computer.
I, like everyone else, have now been reduced to leaving my computer open all the time because closing means that opening it would cause the left hinge to crack even more and the side to split. I’m starting to see some signs of the hinge getting worse eventhough I’m not opening and closing the computer. This stinks!!!!
I have to say, I will NEVER purchase another HP product again, including printers, cameras or other media.
I will start my HP calling tomorrow. Would it do any good to call the BBB? Has anyone ever done this? What about consumer reports? Someone should try and get the media to pick up on this…while it isn’t an earth shattering issue, I think some of the consumer reporters on local news might find this interesting. I’m sure each one of us has nighly news segments like “5 on your Side” or something there of. I would be interested to see what would happen should this issue get some ink.
January 20th, 2008 at 7:52 am
dv9608ca - It’s a week old…..I have 6 more days to return it to Best Buy for a full refund. After reading this I feel encouraged to get rid of it ? I really like it, but am not impressed with HP’s blinders on with the issue. Any opinions are greatly appreciated.
Thanks
January 22nd, 2008 at 6:49 pm
Same thing here
Left hinge same as everyone else
I am calling ASAP
January 23rd, 2008 at 7:49 am
I bought a dv9000t about a year ago in Feb., and the left side of the screen bezel has cracked, have tried to get a local computer repair place to replace the plastic rim, but still no response from HP parts. Seems that it should be fairly easy to replace the bezel, but without the part, it’s a waiting game. Any opinons or class action would be appreciated. Thanks in advance.
January 23rd, 2008 at 5:46 pm
I bought a dv9233 on 8/12/07, and today experienced this problem. I didn’t even use it for the first month I had it as I was still using my old laptop (5 year old e-machines that was 1/3 of the price and never had a single problem, go figure!). Once I did start using it, I was at school and used my desktop 85% of the time, and used my laptop AS a desktop on the very few occasions that I did use it. It started “popping” a couple of weeks ago, but I couldn’t figure out what it was…finally today the hinge ripped loose and cracked the lower left-hand side of the screen case apart near the lock (same as EVERYBODY else). Very disappointing to find that so many people have the same problem and that there is no good solution for it. Naturally, I have no warranty. I WILL get a resolution from HP one way or another though!
Please add me to any current/future mailing lists regarding this problem, and also please include my comments as any proof/testament of the problem!
January 23rd, 2008 at 7:57 pm
Following up on my above post (85 I believe)….
I called HP’s 24-hour tech support line. After jumping through hoops, taking my information, looking up the computer specs (although not necessary at all), and informing me I didn’t have a warranty, they told me I had 2 options. Option 1, “replace the entire LCD panel including the hinges for a cost of $698″…even though I informed them that there is absolutely no damage to the LCD itself. They said the whole panel “is an expensive assembly that must be ordered and shipped from Belgium”. Option 2? “Just buy a new one”. I informed him that neither option was acceptable as the notebook was only 5 months old and asked to talk to a supervisor. He put me on hold for about 4 minutes then came back and said: “Your case has been escalated to the highest level possible, and you should receive a call directly from a Case Manager tomorrow morning by 10am.”
I’m not sure if he just wanted me off of the phone, or if HP may finally be willing to somewhat address the issue. I will report back when I find out more.
January 24th, 2008 at 11:17 am
I have the same left hinge problem that everyone else is having. i have had my notebook for 7 months and hp is telling me that it is not covered and i must of damaged it some how. There is got to be something we can do we need to get a lawsuit going or something becasue this is BS. i have talked to hp many times and they said they have not even heard of the issue which is crazy. let me know if you guys come up with a way to get this fixed
January 25th, 2008 at 4:29 am
I just have the same problem on the left hinge like everyone after 14 months of owning my dv9000 series.
I wish there’s a way we can make HP to do a recall. .
January 26th, 2008 at 10:30 pm
I keep reading here how a large portion of complaints are from users with cracking less than 12 months after purchase. If you have your original sales receipt, and/or you registered your dv9000 right after you bought it, then HP should honor their 12 month manufacturer’s warranty. I mentioned this blog spot to them and had my warranty registered, so second level support agreed to fix the entire lcd with case for free—all with just one call. The repair turnaround was an amazing 48 hours.
Moreover, I received not just a brand new case, but an entire new LCD monitor too. That is, HP removed the entire LCD monitor assembly from the laptop and replaced it with a complete new unit.
So, if your laptop is less than 12 months old, don’t accept anything less than a free repair/replacement from HP Support. Those of you with laptops over 12 months can only hope that a class action suit will be met by HP with a voluntary recall.
January 27th, 2008 at 4:28 pm
I’ve also got a left hinge problem with my dv9000. I emailed HP (of course a couple of weeks off warranty) and they refused to fix. I must say that I’m extremely disgusted and POd with this apparent poor engineering. I also leave mine open as it’s impossible to close and the outside cover is cracked. There’s no question based on the # of owners encountering the same exact issue, that there’s a defect.
Just another angry consumer hoping HP will step up and resolve.
January 28th, 2008 at 7:11 pm
I bought my DV9000 laptop Jan 6, 2007. Last week, I notice a 1″ split on the left side of the screen. I heard some cracking sounds a few months ago but I ignored it. Had a hinge crack on the left side Can’t open or close it. Today, I called HP and they said I have to pay $280 to repair it since it was 3 weeks aftter the warranty expired. Does anyone can help what to do with my HP laptop. It’s defective and I want HP to replace it or repair it for free.
P.S. the model number is dv9000
January 29th, 2008 at 1:49 pm
I have a dv9040us Pavilion. Same thing as everybody elso. Left hinge and frame are coming apart.
January 29th, 2008 at 2:18 pm
I just chatted online with a guy named Norris from HP Tech Support. They are aware of the problem.
I am OUT warranty, they are still going to fix it for free !!!
A box is on the way.
January 30th, 2008 at 10:10 am
Here’s something to do that HP will eventually need to address. File a complaint with the better business bureau of silicon valley.This is the BBB that is in the area of HP’s Headquarters. Go to WWW.SANJOSE.BBB.ORG for their website. File an online complaint. I have done this already and can save you the trouble of looking up HP’s address, which is: HEWLETT-PACKARD CO. 3000 HANOVER ST. STOP 1247, PALO ALTO CA 94304. Also, file a complaint in you own state with your state attorney general’s office. Who knows, it might help. At the very least it will make you feel better . If HP gets flooded with these OFFICIAL COMPLAINTS they might be forced to admit to the problem. Well ,maybe! OK, a snowball’s chance……
January 30th, 2008 at 4:48 pm
I also had a problem with my left hinge. I called hp many times with no luck. I found this site and saw that people were having luck by going to the online chat. I went to the online chat and now hp is fixing it for free. They sent a box for me to send my laptop in. I would have to say that using the online chat is the best way to go. Good luck everyone i hope you get it fixed.
February 1st, 2008 at 4:15 am
I have the same problem with the left hinge like you all. I just went to the online chat, no luck. However, I got a link for people who wants to complain about the problem. The person of the HP online Tech Support told me I can use this link to send an email to the CEO. http://www.hp.com/hpinfo/execteam/email/hurd/index.html?jumpid=reg_R1002_USEN
For people who can’t get their laptop fixed free of charge, you may want to email Mark Hurd!! Good luck all.
February 1st, 2008 at 11:22 am
Well, Hello all you poor victims lol…
Well, here’s where I stand with this issue: I am a first level tech support for HP Canada. I own an HP laptop as well, a dv2412ca, to be exact. See, from my own experience, we are actually required to have the computer sent in for repair, even a full year - THAT’S RIGHT –> A FULL YEAR!!! after the manufacturer’s original factory warranty if it falls under certain categories. I can’t really disclose what category that is, exactly, but I can tell you that you can have it repaired, at no cost to you. See, the reason why we didn’t take the laptops before January was because we were not aware of the situation, and not enough calls about that issue were generated to let us, Front-Line Agents know that there even was an issue about this. So please, when you call about this issue, please refer to what we call One-Time service enhancement, which gives an extra year of support and repair due to defect-related issues.
February 1st, 2008 at 6:56 pm
Same problem everyone else is having with the left hinge cracking. Called HP and they said they would fix for free even though my warranty was out 3 months ago. Got box 2 days later. Packed it up and took it to Fedex Monday afternoon and got it back Friday about noon. I live in Oklahoma and they fixed it in California. They paid for everything and I am happy.
February 2nd, 2008 at 11:22 am
does anyone knoe why hp repairs some of these problems with the hinge crack and others they don’t, both in and out of warranty? It seems like hitting the lottery if you get it done free and missing the lottery if you don’t. And if you don’t, it leaves you feel as if you have been taken. Great PR for HP but what does it matter to them anyway. It is just a numbers game to them and apparently I am one of the losing numbers. I can not even get them to respond to their online chat. since i have filed a complaint with them i am guessing that they have blocked my any further inquiry. I am not giving up, however, and will try every and any option to get this repair done. I know that hp knows that most people will give up because the repair is “only” $298, and the time one expends with hp is frustrating and time consuming. If anyone knows a way to combat this by consuming HP’s time, please let me know. Urinated off in ohio.
February 2nd, 2008 at 6:00 pm
I bought an HP dv9000t last march (06) and all of this talk about left-hinge cracks is creeping me out. I do have incredible overheating problems and I am really freaked that come march this hinge crap is gonna screw me over. Is this problem just for people who bought their 9000ts around Dec-Jan of 05-06? And is there a way that I can get a full refund or make a claim so that I can preemptively nip this problem in the bud?
February 3rd, 2008 at 11:03 pm
Same thing happened to my dv9000 several months back after babying it for 4 months after purchase. I emailed BBB and raised hell, then contacted HP. After “dealing” with an agent, I nuked him, went nuclear to a superior who hung up on me, but since I had involved BBB, I relayed each daily communication to them as an update. They contacted HP after I told them I was hung up on. The last agent offered me a new dv9500 which was the latest version of the unit with a couple of newer features. I suspect the hinge is the same though. I also was offered an extended warranty. The dv9500 is superior. The previous AMD proc. ran so hot. This Santa Rosa runs cooler. You’d think I would be happy since I had no hinge problems since and got a much more powerful laptop as an exchange. Wrong. Within the past couple of weeks the laptop fan will start buzzing as though it’s worn out when I attempt to move the laptop.. as though it suddenly went out of balance like a car tire. Too bad there’s no easy access to it. Bottom line is we are paying expensive money for cheap ass crap. HP knows it! The last thing I want to do is start mailing this crap back and forth to HP or start burning tons of gas running back and forth to a repair shop. I was prepared to go inside this thing and fix the previous hinge crack if necessary and I can follow their parts manual to go inside and inspect this blasted fan. I might spray it with some silicone. HP and any other cheesy ass company that can get away with this type of beta testing of such expensive products should not be tolerated. One way to attack them is with this forum but if we all you tubed with videos and such, we could massively campaign against the reputation of HP products. You should not pay hundreds to over a thousand dollars for products that start to deteriorate in 4 months. My desktops, though nothing to brag about (gateway and powerspec brands) took abuse and are still ticking. My powerspec is over 10 years old, runs win 95, has undergone numerous minor surgeries and is still kicking. Yet, this is my second HP laptop in a year and both have failing parts and neither unit was even traveled with. Both were treated with kid gloves, sitting stationary and STILL basic components fail because these units are made of recycled, composite plastics and cheap, Asian parts. My advice would be to contact BBB before you file your complaint with HP. If your laptop is still under a one year warranty, demand a replacement if you have a dv9000 and tell them the hinge treatment is a inherent design flaw and you’ll accept nothing less than a replacement of equal or higher value in the dv9500. That’s if you have no other options. Also demand an extended warranty at no cost emphasizing that you have absolutely no confidence that their replacement product won’t fail prematurely as well.
Right now this fan is so loud, you obviously know its going to fail. It sounds like it’s all of the sudden rubbing against something and this came out of the blue. I was able to turn the unit off, back on and the noise wouldn’t return for hours or even days. But this time, after the superbowl, it started making huge humming sounds and it will not return to normal this time. It sounds like my desktop pc when the fan has gotten old and dusty, but that usually takes years to get like that. What’s up with this crap. I’ve only had this one since August 07. Let’s face it. If HP has to make them so cheap. The least thing they could do is make them so you can easily access replaceable parts like hinges and, least of all, stupid little exhaust fans….WTF!?
February 6th, 2008 at 2:33 pm
Well the screen case on my HP9035nr just separated by the hinge, of course its 3 months after my 1 yr warranty. Now the only way I can open it is to hold pressure on the corner….FUN. I just sent HP customer care an email, Hopefully they will take care of the problem….I work for a very LARGE electronics retailer and word of mouth can be very bad advertising.
February 6th, 2008 at 10:27 pm
This just happened to my HP zv 6000. Does anybody have this model?
By the way thanks for this thread.
February 8th, 2008 at 1:41 am
I have three of these 2 now have the left hinge problem. My personal one was the first to break. It all started with a clicking first then it seperated and now it splits the casing on the side unless you hold it. I thought it was something I did at first. I have 4year replacement warranties at bestbuy. I was wondering if any one knows dose it end the warranty if you use it for this? or is it just a repair and the warranty last the remainder of the 4 years, or would I have to buy another $300+ warranty? Also if I go through hp will it void the bestbuy warranty? please let me know thanks!
February 10th, 2008 at 11:17 am
just noticed my hp dv9005 tx2 is cracked at the left hinge and the screen housing is pulling away. bought mine 1 year and 2 months ago. in the process of contacting hp to ‘raise a hubub’!
February 10th, 2008 at 1:20 pm
Same deal dv9000 purchased mid 07, now has a completly cracked hing as well as a case that basicly “ejects” my lcd display out. Talk about $1400 down the drain. I contacted HP and kept getting jekred around.
February 11th, 2008 at 11:51 am
Exact same problem with my dv9010. HP fixed mine, two months out of warranty, and they covered the cost door-to-door which took less than a week (in Ottawa, Canada, repaired in Toronto, Canada).
My strategy to get this response was persistence. Repetitive calls, and emails, legal action threats, and of course, pointing out this page to HP as an example of how many people I knew were enduring the same issue.
Hopefully they will issue an out-of-warranty alert and recall for this soon. They must be getting edgy that someone’s going to blow a loud whistle on them for ignoring a serious design flaw and leaving customers dissatisfied.
February 11th, 2008 at 3:28 pm
I had the same issue as everyone else, At first, the front bezel started to separate from the rest of the screen. I really wasn’t that big for a problem, I could just pop it back in. Eventually, it cracked in two and it wouldn’t even close properly anymore. I have an extended warranty so I took it in and they replaced it, but now the wireless doesn’t work. It stopped working last night. All I get is an orange glow on the switch whether its on the On or Off position.
Taking it back to best buy for yet another service.
I wonder if they can just call this a lemon and just let me pick another computer….
February 12th, 2008 at 10:13 am
$350.00 to replace the top plastic and hinge. For an additonal $100 it was done in 1 hour.
Walk in or mail it it. http://laptoprepair.com/shipping.htm
Laptop, Inc.
19737 VENTURA BLVD #204
Woodland Hills
(818) 340-6384
February 13th, 2008 at 9:11 am
I’m shocked at how many people are experiencing same problem! I’m glad to know it’s not something I did, but at same time, getting it fixed doesn’t seem that easy. I’m hoping my extended warranty will cover this (but you know how it goes with warranties and their loopholes).
Same as everyone else, purhcased in March 2007 (bad month or what?), and it started to make a clicking sound in the hinge area. Just yesterday I noticed it wasn’t closing properly, and now you have to be super slow and careful to open or close it. This really sucks, I’ll be lost without my laptop and will lose out on work. I’m choked!
February 13th, 2008 at 9:11 am
forgot to say, it’s a DV9000 as well
February 13th, 2008 at 10:37 pm
Same problem with my Pavilion dv9000. Cracked case and failed hinge on the left side. It is still under the one year HP warranty. I called HP today and they said it is covered, no problem, no hassle. A shipping box is on its way to me. To be repaired in Toronto, Canada.
February 14th, 2008 at 12:15 pm
My left hinge popped too… I’m real upset. Geek squad said i’m better off pitching this computer. I haven’t even paid off this laptop. The screen is fine, it’s plastic that’s broke… why it is gonna cost me $1000? That is extortion!
February 14th, 2008 at 2:21 pm
I chatted online with HP for less than 5 minutes.
They sent me the box.
I have a completely new monitor.
Whole deal took 5 days.
I am 4 months OUT of warranty. All was FREE !!!
To those that have their panties in a bunch; ie BBB, legal action, call your senator: gimme a break !
Just calm down and reference this website. They will take care of you if you are NOT a Ahole.
February 14th, 2008 at 7:08 pm
Well I received my box today,HP is fixing the unit and paying for everything. I will stick with HP on other products after the customer service I have received.
Just be nice and it pays off.
February 15th, 2008 at 1:19 pm
I Have a DV9040us laptop. Purchase in October 2006 and my hinges just broke off without warning in September 2007, just before the warrantee was up. I called hp who gave me the run around because i wasn’t living in the USA and the laptop was bought there. Trust me i really love my laptop. Its working well but that hinges problem needs to be corrected by HP. I suspect that its the heat from the processor that crystallizes the plastic part of the hinge because its right below the left hinge, hence forth causing it to break off clean. Now HP needs to revise on where they are gonna put the extraction point for the processor. Because this is gonna forever be the problem. THIS PROBLEM NEEDS TO BE ADDRESSED BY HP.
February 15th, 2008 at 7:58 pm
Same problem, initially plastic cracking, now hinge completely sheared. This website has obviously made a difference in the way that hp are dealing with the problem. I will see if the nicely nicely approach pays off.
February 15th, 2008 at 9:33 pm
I have this hinge issue with my dv9000. It was purchased Oct., 07 and the slow splitting left hinge near the lock slot started in July and has now split up the side of the lcd all the way along left side. I have contacted HP and they sent me a box so the unit will ship on Monday. I will definitely update the response I am given once HP completes their “diagnosis”. I bought this pavilion notebook because of great 6 years with Pavilion desktop. My instinct is they will cover the cost, but you never know.
February 16th, 2008 at 6:31 pm
I wish I had seen this website a few months ago. I had purchased my DV9000 Sep of 2006. My hinge had the crack on the left side and I just ended up paying over $400 to get the housing fixed. >_
February 16th, 2008 at 9:51 pm
I have the same problem. Here is my conversation with HP. support
Nadia: Hello Cedric.
Nadia: Welcome to HP Total Care for Pavilion Notebooks. My name is Nadia. How may I assist you today?
cedric james: Hi, Nadia
Nadia: How are you today?
cedric james: My monitor is cracking at the bottom left corner and I’m wondering how can i stop the cracking
cedric james: Im good thank you
Nadia: Let me see what best I can do for you today.
Nadia: Cedric, let me know since how long you are facing this issue?
cedric james: it started around christmas and seem to be getting worse. I no longer close it.
Nadia: May I know how did that happen?
cedric james: not sure the screw poped out one day while opening it and it just got worse.
Nadia: I realize how trying the situation is, and I certainly hope we can help.
Nadia: Please provide me serial number and product number of the notebook.
cedric james: cnf 6381vry
cedric james: dv900
cedric james: dv9000
Nadia: Thank you for the information.
Nadia: Product Number p/n (eg:DS542U):
The Model, Product and Serial number are located on the bottom of the Notebook on a white sticker.
cedric james: ez457ua#aba
cedric james: dv9074cl
Nadia: Please stay online.
Nadia: Thank you for staying with me while I was on research.
Nadia: Cedric, since it is the hardware issue and you need to send the notebook for repair to fix it
Nadia: HP service center will replace the LCD for your notebook.
cedric james: what will the cost be like
Nadia: Yes, Cedric.
Nadia: To replace the LCD it costs you 698$
cedric james: ok thanks for your time I can replace the computer for that cost
February 17th, 2008 at 10:13 am
I spent an hour chatting with HP on-line , about my dv9035nr and the left hinge issue. The best they could do is tell me that they’d kick it upstairs but that my warranty expired on 11.27.07 ..
Should I hope for better news this week?
February 17th, 2008 at 7:33 pm
hay dale. what did you ask them online?
i’m really new to this problem as i have had a crack for a few months….but not i have ANOTHER one. the problem is that i couldn’t afford a warranty at the time i purchased my dv9030 (which was about a year ago)
i really love my notebook, but i’m afraid if i do anything else to it, i might do more damage to it.
February 18th, 2008 at 5:25 am
I purchased a DV9205TX in Australia 8 months ago. The area of the screen casing near the security lock is starting to separate just by a couple of millimetres and I can hear a popping sound every time I open or close the lid. I am guessing the screen casing on that side is going to split soon.
I will be making a warranty claim soon, but can’t really yet though because it’s just a tiny gap and the popping sound. I will have to wait until it actually starts to fall apart.
February 19th, 2008 at 11:00 am
I have the same problem and im trying to contact hp to fix this because is getting worst
February 20th, 2008 at 11:27 am
Hi every body,
An other guy in the same boat…I’ve to repair a dv9000 bought in Nov 2006 and who have the left hinge broken the piece of metal and bezel broken. I don’t try to call HP because the warranty was expired from 3 months ago, but with this site and the quantity of examples !!! I call HP tomorrow morning and maybe have a little chance of free repair.
February 20th, 2008 at 6:07 pm
I have the same problem on a dv9000… 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. At first I thought it was just mishandled until I read some of the same complaints on this page
February 20th, 2008 at 9:38 pm
I bought my HP dv9000 (dv9010us to be exact) from Circuit City in Colorado during Black Friday back in ‘06. The side of my screen split in exactly the same place all of you are claiming. It started popping in December and started to become noticeable around January. Convenient that it happened nearly 1 year 1 month after my 1 year manufacturer warranty ran out. Bogus. I searched the web for my problem and am glad I found this site but concerned I don’t have recourse.
February 21st, 2008 at 2:57 pm
Dale, thank all the “aholes” as you describe them. They are the reason YOU got yours fixed for free. NOT because you are such a wonderful person, and so nice and deary, did you get your computer repaired so easily, but because of all the previous complaints that HP received prior to you placing yours. If you had registered your complaint a mere two months ago,you could have been sweeter than the sweetest valentine love note and HP’S answer would have been NO…….HECK NO. Don”t for a minute think that HP repaired you computer so easily because they care about your impecable manners. I did finally get my computer repaired. I was nice. I never lost my temper. But it took me multiple attempts including the BBB and my local state attorney general AND eventually an hour long “online chat” before HP agreed to fix THEIR problem. SO, to all you DALE AHOLES out there who came before me……THANK YOU.
February 21st, 2008 at 7:17 pm
Just found this site after Googling “HP cracked case”. I have a DV9000 series, cracked hinge. I thought for sure one of me kids was about to die over this until I found that the problem was poor workmanship/engineering. No abuse, sits on my desk at home with an occassional trip now and then. This thing has been babied and well taken care of. Not a scratch on it until now.
I will try the HP line tonight. Hopefully, they will simply issue me a box for return/repair like the last few posts here.
Klug, you are right on. Thanks to everyone who’s voice has been heard. No ONE person could solve this on their own.
I’ll report back…….
February 21st, 2008 at 9:21 pm
I just spent 30 minutes on the phone with HP Support. She kept telling me my unit was out of warranty. I kept telling her that I understood that 12 months had passed since I purchased my laptop. (I have had it 14 months) I was persistent in holding my ground that this was a manufacturing / engineering defect and that I wanted the contact information for someone who could authorize a full repair. No matter what she said, I kept replying with the same comment: this is a manufacturing / engineering defect and that I wanted to talk to someone in authority that could authorize full repairs.
After being on silent hold for another 10 minutes or so she finally gave me the following number to call:
HP Executive Customer Relations Office
800-756-0608
Hours: M-F 8am to 5pm PST
I’ll be the first one on the phone in the morning!
BTW….I have used HP products and have fairly good success with them helping me with my computer / printer issues in the past. Give them a chance to make it right before you get over heated with them.
Thanks for this website.
February 22nd, 2008 at 10:40 am
Just got off the phone with HP. They quoted a $298 repair charge of which after considerable pressure from me, she waived $150 of the fee. All this after 10 minutes of “this is an engineering problem or faulty manufactureing problem” She called it “accidental damage or normal wear and tear” any way I wanted to look at it, it was not covered under Warranty. I was told even if it happened within 3 months of purchase, HP would not warranty this 100% NO I AM NOT HAPPY.
I asked her if she wanted me to contact their local BBB office and she didn’t flinch, said go ahead if I feel like I need to.
She gave me a case number to refer to and her direct line if I want to take her up on the offer.
I am going to try again, this time chatting online like others have done with some success.
More to come…..
Dean
February 22nd, 2008 at 10:35 pm
LIKE EVERYONE ELSE, I HAD THE SAME ISSUE WITH “THE CRACK” IN THE LOWER LEFT HINGE AREA THAT WAS ALSO SPLITTING MY SCREEN UP THE LEFT SIDE. LET ME TELL YOU, THIS IS 110% A FACTORY FLAW. I HARDLY EVER EVEN OPEN AND CLOSE THIS LAP TOP. I PROCEEDED TO CALL HP AND TELL THEM OF THIS PROBLEM. SINCE MY WARRANTY EXPIRED IN DECEMBER, THE OPERATOR TOLD ME I WOULD NEED TO PAY $298 TO GET IT FIXED. I TOLD HIM “NO WAY MY FRINED” I WILL TAKE THIS TO THE TOP IF I HAVE TO. I’M NOT PAYING IT! NEEDLESS TO SAY, IT WAS LIKE TALKING TO A WALL. HE WASN’T GOING TO CHANGE HIS MIND. COME TO THINK OF IT, I REALLY DON’T THINK HE HAD THE AUTHORITY TO OVERRIDE THE WARRANTY. JUST MY OPINION THOUGH? FINALLY AFTER 20 MINUTES, I HAD ENOUGH OF HIS ACT. I TOLD HIM I WANTED TO SPEAK TO SOMEONE OVER HIM THAT HAD THE POWER TO BYPASS THE WHOLE WARRENTY BS. SO THE OPERATOR CONNECTED ME WITH A “CASE MANAGER” (ANYONE WITH AN EXPIRED WARRANTY, THESE ARE THE PEOPLE YOU NEED TO TALK TO). LET ME TELL YA, THIS GUY WAS AWESOME! HE AGREED TO FIX THE LAP TOP FOR FREE AND ALSO PAY FOR ALL THE SHIPPING, BOTH TO THERE AND BACK TO ME. ALSO, HE INSISTED I CALL HIM BACK WHEN I GET MY LAP TOP BACK. HE GAVE ME HIS EXTENSION AND ALL. LIKE I SAID, THIS GUY WAS AWESOME! THANKS FOR THE PLEASENT EXPERIENCE HP. YOU MANAGED TO KEEP A LOYAL CUSTOMER…
February 23rd, 2008 at 6:19 pm
Wow. I guess I’m still at the beginning! I never got a call back from the next customer service level like was promised..
February 24th, 2008 at 10:03 am
I bought 9010us Dec 27, 2006. 20 days later the HD fried. sent a new one. 10 days later the second fried. had to send it in for motherboard inspection. came back without any repairs even though i sent instructions on how to recreate the problem. Sent back again. New motherboard because of bad disk controller.
Then 5 days before I had to go on a cruise ship for 20 days for work, the left hinge cracked. I didn’t have time to send it in or argue with HP again. I ordered the hinge for about $120 (I think) and found the PDF service manual online.
While on the ship, I did it myself. The problem is with a weak piece of plastic that has a nut embedded in it. It cracks off, then the reinforcement for the hing casing is bad, and the hinge shears. At that point the whole thing is out of alignment and mine wouldn’t even close.
I’ll tell you it only took me about 2 hours to take it apart, replace both hinges, and put it back together. It isn’t bad if you have the patience to follow the instructions and the small tools.
Now, the thing won’t turn on, so I bought a 9730 and swapped the HDs to get me working again. I called Amex to use their buyer protection, and they told me there is a recall on motherboards and mine was affected. I think is is AMD only
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c01087277&cc=us&dlc=en&lc=en&jumpid=reg_R1002_USEN
February 27th, 2008 at 7:49 pm
They’re sending me a box .They’re fixing it ….no charge free shipping… It’s a good thing or I would have changed brands. Mine was out of warantee a few days. So I’m happy.
February 29th, 2008 at 2:41 am
John Klug,
You are dumb Private Pile !!!
I was talking about all the people causing the ruckus AFTER HP had changed their policy.
If the rest of the knuckle heads would read all the posts, then they would realize that AFTER a certain date, and AFTER a certain contact method (online chat instead of calling on the phone) they wouldnt have a problem unless they were being Aholes.
So John Klug, probably the reason why you had to go through all that nonsense before( btw, much appreciated) was because you have the tack and personality of an oozing boil.
Just kidding right there, but, since HP has taken notice, my point was the last thing you want to do right now is be an Ahole. They know what is up.
Bottom line, issue your complaint via online chat and be nice.
If that doesnt work, notify John Klug. (oh man)
February 29th, 2008 at 2:50 am
John T.,
Only do online chat.
MENTION THIS WEBSITE !!!
They will take of you. If you are an Ahole(sorry Klug), they will not work with you.
That should be all it takes.
Klug is correct, many others before us laid the ground work for this problem to be addressed, and rectified.
However, now that the problem is a focal point for HP, if one does insist on being an Ahole online or on the phone, you will get NOWHERE.
Put yourself in the shoes of the person on the other end. If I think you are an Ahole, then youll suffer.
February 29th, 2008 at 3:34 pm
HP WILL fix your laptop, but it doesn’t matter how tactful you are (there’s a “t” in there, Dale). They’re still refusing to own up. It’s corporate policy for them not to admit that it’s their fault, or they open themselves up to litigation.
Call this number, and ask for case management (but call normal customer service and try that route first, so you have a case number for them to manage).
Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
Phone: (650) 857-1501
Fax: (650) 857-5518
Some case managers, like Dale’s, are totally reasonable and have figured out that this is HP’s issue, whether they are allowed to admit it or not. My case manager was… more problematic. I never raise my voice to customer service reps, but this was, in my lifetime, my first exception. It depends entirely on what rep you get.
The first question she asked me was how I got the number.
When I told them about this site, the case manager visited it and said “Well, we’re going to have to have that site taken down. That’s just libelous.” She also repeatedly tried to convince me that all of us (all 300+ o