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Another HP dv9000 notebook hinge crack update
By admin | November 5, 2007
I’ve received dozens upon dozens of e-mails and comments because of this small site in just a few weeks. This is GOOD. If you’ve called HP, and they ignore you, PLEASE give them this address. I will soon have e-mail addresses and phone numbers for VPs and above at HP, and will post them here so we can contact them individually and let them know our frustration — especially those of you who were threatened with having to pay for a repair that is an obvious flaw.
Here are some quotes from people who commented on the blog directly. If you e-mailed me, I will not post your quotes since they were private e-mails; please consider writing your experience on a comment here.
Pinky said: 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.
Andy said: 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.
Slavins said: 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.
Peter said: 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.
Jasminko: 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.
George: Purchased in April 2007. Hinge is popping on right hand side.
Tony: 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.
Todd: 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.
Holden: 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.
Fish: 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?
Jennifer: 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.
Tian said: 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!!!
Here are the results:
Pinky: Best Buy service plan covered replacement.
Andy: HP would not warranty repair, $1200 estimate.
slavins: No resolution yet, waiting for HP response.
Peter: HP offered replacement under warranty.
Jasminko: No warranty in Europe, but received free repair by shipping to America for $300 fee.
George: No resolution yet.
Tony: Cracked after warranty ran out.
Todd: HP repaired for free under warranty.
Holden: Cracked after 1 year, no resolution yet.
fish: No resolution yet.
Jennifer: Outside of warranty period, probably no resolution available.
Tian: Outside of U.S., unable to find resolution.
It is very important for others to reply to any of my posts with their experiences, so that HP, and others, can see the extend of this problem! Remember, this blog is barely 1 month old, and we’re getting dozens of new visitors every day. If you’re visiting for the first time and have this problem, PLEASE post your details (when did you buy it, where, did you send it in, what was the cost to repair, did they repair it?)
November 6th, 2007 at 9:40 pm
I just wanted to correct that the hinge on the HP laptop was not replaced by Best Buy. Best Buy replaced the hinges on the Toshiba laptop I mentioned in my previous comment.
I sent the HP laptop back to HP last week - it’s expected return is a week from today. Hoping for good news…
November 8th, 2007 at 9:19 pm
I just noticed the left hinge crack in my cpu today - less than 8 months old but that seems to be the norm on this blog. Guess I will just back everything up and see how HP responds to my support request - anyone else buy through hp.com? and get satisfactory service?
cb
November 12th, 2007 at 9:47 pm
I fix computers/laptops. I have a friend who recently gave my his dv9000 because the hinge/bezel cracked as well. I can not find any hinges on ebay or other websites. I have yet to call HP but I highly doubt they will sell me the parts…. PLEASE DO SOMETHING ABOUT THIS HP!!!
November 12th, 2007 at 9:48 pm
Cont’d - My friends laptop was bought on ebay as a refurb or used. I am not sure which, neither does he.
November 14th, 2007 at 7:47 pm
I bougth my HP 9009nr the last black friday in Best buy…
After 6 months my laptop was cracked as well as on the left hand side… Fourtunately I bought the Best Buy service plan and they replaced it in four weeks.
November 14th, 2007 at 7:48 pm
Im Outside of U.S.
November 14th, 2007 at 11:30 pm
I don’t have a crack, but my hinge is VERY VERY loose. I’ve had it replaced once before, but it’s bad again. I have a dv9008. It’s almost a year old.
I waited a month to get it back when I got it fixed. Now my hinge is bad again.. but I can’t not have my laptop for a month.
November 14th, 2007 at 11:32 pm
could we do some sort of class action thing? lol. It sucks real bad. Paid 1000 for this thing and $300 for the insurance. Sure as hell glad I have the insurance. But it’s ridiculous how long it takes to get your laptop back!
November 17th, 2007 at 12:20 pm
Hi
I am from India
I bought a HP DV9000 laptop from my local dealer (Focuz computers) 7 months back. Today I noticed the hinge cracking near the security hole. It is definitely a manufacturing flaw and I am surprised to find that a lot of people worldwide are having the smae problem.
My laptop is under warranty and will take it to the dealer for repair / replacement. Will report the results here.
Shaj
November 18th, 2007 at 10:50 am
i just disasembled my dv9000 5 month old and welded with plastic the nut plates on the back cover but cant figure out how to get the hinges out to weld they have they broke hinge i have fixed my dell that had dc plug on mother board and a neww lcd that means complee disacemble of the machne the dv -9000 is definetly a a mother as u can see i am pissed of coarse i called them they would not cover this any one that has removed the hinges let me know please…………bill
November 18th, 2007 at 11:15 am
less than 5 months old dv-9000
November 22nd, 2007 at 1:32 am
Bought a Pavilion DV9207us in May of 07 as a desk top replacement. Since then it hasn’t left my house. This morning I opened it and heard the popping sound so many described. The whole left side is now coming undone. Unfortunately, this isn’t the first problem I’ve had with the machine.
I plan on calling HP and CompUSA tomorrow. Will follow up with details.
November 22nd, 2007 at 7:39 am
Patrick:
Please update us with your results. If you have problems, please forward the customer service rep to this site.
November 22nd, 2007 at 9:11 pm
bought a dv9207 from compusa 4 months ago, the entire casing seems to be coming off the left side, called hp and there sending rma to return it, i have a feeling there going to try to blame this bs on me though, well see
November 23rd, 2007 at 9:03 am
Ditto here. Glad to find your site - bought it on-line a few months ago and will be calling HP in a few.
November 23rd, 2007 at 10:48 pm
Add me to the family of HP broken hinges. I have contacted HP, and they bascially said for me to get lost. I haven’t even had this DV900 for a year , and they won’t fix it under their warranty policy. I told them, that I would never purchase another product from them, if they would not fix the broken hinge. I even told them to send me the hinges and I would fix it myself. They blew me off again. I purchased this at compusa. I haven’t contacted them, because they will probably want an arm and a leg to fix it. Glad to see that someone is trying to get something done. Keep up the good work….
November 23rd, 2007 at 10:55 pm
I might add that it is the left hinge. The casing has come loose almost up to the top of the screem. I never abuse any of my stuff and I sure am not going to start with an expencive laptop.
November 24th, 2007 at 2:40 pm
I have the HP9230 purchased at Circuit Shitty in Feb 06. My hinge cracked on the left side after 7 months. I purchased the Advantage Plus Plan that covers accidental damage.
At first the Advantage plan wanted me to send it to HP for repair but after speaking to a supervisor they agreed to repair it.
Received laptop back in 2 weeks and not looking forward to going through this again in 6 months. I’m a professional photographer and my laptop is key to my work, repairing it 1x or 2x a year is excessive IMHO.
November 24th, 2007 at 2:55 pm
*** corrected date ***
I have the HP9230 purchased at Circuit Shitty in Feb 07. My hinge cracked on the left side after 7 months. I purchased the Advantage Plus Plan that covers accidental damage.
At first the Advantage plan wanted me to send it to HP for repair but after speaking to a supervisor they agreed to repair it.
Received laptop back in 2 weeks and not looking forward to going through this again in 6 months. I’m a professional photographer and my laptop is key to my work, repairing it 1x or 2x a year is excessive IMHO.
November 24th, 2007 at 9:45 pm
I purchased a dv9035nr last november, and round juneish i noticed the hinge on left side split all the way up my side. I have barely made it under the wire with my HP warranty, but didnt make it in time for my best buy warranty. I knew from teh get go, i shouldnt buy an HP but i went against my better judgement and smarts, and bought it anways..
I regret this purchase 100% even thought the computer itself has been good to me.
November 25th, 2007 at 8:12 pm
HP DV9000 hing broke couple days before the 1 year warranty. On the phone with HP now, glad I found this site. All warranty repairs will have another year to fix if it breaks again… good to know…. they will fix it
November 27th, 2007 at 2:55 pm
Bought a DV9000 refurb for my son for graduation. 5 months and it’s splitting like everyone else’s. I purchased the extended warranty through Fry’s and they refused to repair it saying it was dropped causing the damage. What a crock.
November 27th, 2007 at 10:43 pm
Just wanted to give update on my situation…. it was manager at Best Buy who mislead me to believe the notebook was shipped to HP but it was actually shipped to Best Buy Geek Squad and it was Best Buy Geek Squad who declined the repair even though i had a 3 year warranty from Best Buy purchased for $279.99 but thats a whole other story. Since then i contacted case manager at HP and shipped it back to HP and awaiting final word. Will give an update when/if HP fixes it. I am still under the HP 1 year warranty period.
November 27th, 2007 at 11:37 pm
Me too… I can’t believe all the hits on a Google for the same problem let alone a site dedicated for it. My dv9000 is so young and apparently so fragile. No one should have to settle for faulty manufacturing even after the warranty expires (truly sorry guys). I just contacted hp and they are sending a pre-paid fed-ex box to me and said I will only be without for 7-9 days. There was no hassle with hp and no cost since it is less than a year since I purchased it. Good luck to everyone with the same bs.
November 30th, 2007 at 11:40 pm
I have an HP dv9000 series. I bought the laptop to replace my 4 yr old Acer travelmate in May 2007 from Best buy in edmonton, alberta. I just noticed a few weeks back that there seems to be a popping sound everytime I close or open the screen. Offlate, the seam seems to be splitting wider. I hardly abuse my computer, its usually sitting at my desk except the odd few times that I take it around. I have just contacted HP today and are awaiting their comments. will keep you posted.
December 1st, 2007 at 10:25 pm
I bought my dv9000z in October 2006. It broke about a month a, 1 month out of warranty. HP wants $299 to replace the hinge with another one that will probably break again in another 6-12 months.
I pulled the cover off the hinge to figure out what is going on. The support is very hot when the laptop is running, this probably melted the bearings in the hinge. I must have closed the laptop once after this happened and it sheared the bracket that connects the screen to the hinge.
I’ll post an update if I figure out a way to fix this myself.
December 3rd, 2007 at 8:26 am
I purchased my DV9035NR from Best Buy in Nov 06 and have the exact same problem everyone else has. The first thing that happened was that the seam at the lower left side of the LCD housing started to seperate, next the mounting screw behind the small rubber plug completely striped out, then the hindge completly cracked (mind you I was very gentle with this thing. I think that the problem may be that since the lid unlock mechanism is off center, when you unlatch and open there is an uneven amount of force being applied to the hinges due to the fact that our hands are off center. That and the fact that the back left hand side gets extremely hot sometimes depending on applications running. I can open and close the lid, but only VERY slowly or else I’m afraid I will ruin the LCD. This is obviously a manufacturers defect and HP should be covering this regardless of waranty status. I purchased the Best Buy “ADH” plan so it should be covered, but I feel sorry for the people who are being told that this isn’t HP’s responsibility.
December 4th, 2007 at 12:40 am
Well I just opened my DV9000 tonight to hear that nasty crack and see that my left hinge is all wobbly and the top cover is seperating right at the security hole. I bought this computer Dec.27/2006 so I’m still under a year but also have the Best Buy 3 year extended. They ARE gonna fix mine and I’m not gonna rest till they do. I’m ushally pretty good at this kind of stuff. I’m glad I found this cause I wasn’t sure what caused it and I’ll keep ya updated on the problem. Surprise surprise and HP product fails again. Last time I buy ANYTHING HP.
December 4th, 2007 at 4:27 pm
my compusa bought DV9207US just had this problem. Bought in April 07 and now it’s happening.
left hinge, cracking, peeling the outer shell of the screen as you open it.
Just contacted HP and they are going to repair it.
December 4th, 2007 at 5:34 pm
I purchased the DV 9230us in Feb 2007 and last month (Nov 22nd ) the hinge cracked on the left side. I called the support center on the same day and they initially said they could fix this only if I was having an accidental coverage. I just have a warranty and this case is now escalated to some “Case Manager” who I am not able to contact.
If this is a design flaw should’nt this product be recalled? Even if they replace or repair this problem what is the guarantee that it will not happen again!!
December 5th, 2007 at 9:19 am
I purchased a HP DV9010US in 11/06. After 6 months, the hinge on the left side cracked. I sent into HP for repair. They said that it was a result of damage I did. I ask for the case to be passed to a case manager. After another week they gave me a quote of $1700 for repair. They stated that the monitor was cracked as well. I eventually got the case sent to a manager and I ask him to file a claim with UPS over the cracked monitor. Suddenly, they were willing to do all the repairs for free. I received my computer back after 6 weeks.
Now, 7 months later, the computer will not boot up. When it does boot the monitor just has crazy lines through it. I’m out of warranty and not sure what to do now. This may be the last HP I buy.
December 11th, 2007 at 6:09 pm
The hinge on the rear left side of my laptop just cracked on my HP dv9009nr. It’s a great laptop, and after a while I noticed the laptop make some noise whenever I opened it or closed it… didn’t really think much of it until one day it just went POP! and the back of the monitor casing is starting to split apart. Unfortunately I bought it on Black Friday 2006 from Best Buy, though without any of their warranties, and so I suppose I’m SOL!
December 11th, 2007 at 7:55 pm
Hi, it’s me again. After three emails, and threating HP about buying a del, they fixed the broken hinge on my HP Pavillion DV9000. They told me in the first two emails, that they would not fix it even though it was less than a year old. They told me that none of the housing is covered in the warranty. My third email was not very nice. I told them that I had found a lot of other people that have had the same problem, and that it must be a defective hinge. If they were not going to fix it under the warranty, I would sell all of my HP stuff and replace them with Dell products. All of a sudden they were very sorry about the problem and they even sent me the box to send it back at no charge. I got my laptop back in a week, with a new hinge and cover. I highly reccomend that anyone having a problem with a broken hinge and cracked housing, raise a little stink with HP.. It certainly worked for me…. Thanks for the blog. It helped me also….Charlie
December 13th, 2007 at 2:52 am
Posting my resolution to a post a couple months back. Best Buy took my laptop (purchased December 26, 2006) which was still under factory warranty till December 26, 2007. I was told turn-around time was 2-3 weeks. In actuality, the entire process took right around 7 weeks to complete. I had placed many phone calls to Best Buy (Geek Squad Dept) and the only thing they continued to tell me was my computer had been a issued an “RA” but nothing further. Supposedly this means “Return Authorization”. Finally, I had to resort to taking a trip back to Best Buy and speaking with a manager. After explaining the situation (with a small regard to the many other people, like this site, having the same problems) they credited the entire value of the computer, which was $1049 purchased on December 26, 2006. All in all, it worked out. Picked up a nice new Sony laptop. I never thought I would have to check out the quality of the hinge when I’m making my next choice for a laptop. Good luck to the rest of you all.
December 13th, 2007 at 2:54 am
And to clarify, I did not purchase any type of repair plan from Best Buy. The only type of warranty I had was the factory warranty. Nothing extra. Luckily enough I never had to deal with HP direct, in any way.
December 18th, 2007 at 8:04 am
I bought my HP dv9000 about a year ago. I had to send it back to hp for repairs once due to the operating system. Since, I noticed my screen wobbled when I opened it. I pulled the bezzle off and found the left hinge broken. Tried contacting HP just to get the run around. Not happy with HP’s response to my questions. Would think with such a universal problem they would fix it no questions….
Anyone else out there have any suggestions?
December 18th, 2007 at 9:58 am
One of my co-workers gave me an HP Pavillion dv9000 laptop to repair that belongs to her son, who is a student. It has the same problem as all the ones listed here, cracked case on the left side. In an effort to determine what’s wrong with it, I took the lid apart, and ended up examining the left hand hinge. It’s more or less seized. The mounting system is different from the right hand hinge, in fact the whole hinge assembly is different. My conclusion is, the left hand hinge is a simply badly designed, and hence prone to seizing. This is the first site I’ve looked at, but I guess getting a replacement part is going to be difficult, and in my case, rather pointless, since the hinge mounts to the plastic case, which has already been broken. In short, this laptop, although quite beautiful, is a piece of junk.
December 20th, 2007 at 5:20 am
I just heard the telltale crack when opening my dv9000 that I purchased a year ago and upon closer inspection saw what so many of you saw on your laptops. I googled and found the link to this site.
This is pathetic. Now I must figure out what to do. I never use this laptop in a rough manner.
December 20th, 2007 at 11:42 pm
HP agreed to fix my hinge on my 5 month old hplaptop dv9000 at no charge.
William
December 22nd, 2007 at 1:01 pm
My 3 month old machine seems to be following the same track as documented in these many emails.
Its Christmas, with just a short break before my student returns to school. How long to these repairs take?
December 22nd, 2007 at 3:30 pm
Same hinge problem at just 12 months after purchase… out of the 1 yr warranty now.
Spoke w. Circuit City floor salesman who told me 4 were returned for fixing under the extended warrany for the same reason.
Obviously, HP should be forced to recall them for a replacement.
I cannot even close the lid to ship it anywhere! The entire display opens up the side and would crack it severely damaging who knows what!
OH… and the keyboard right shift key is clearly an err in design. What a ridiculous and incredibly inconvenient place to put a shift key.
December 23rd, 2007 at 1:28 am
I purchased a dv9295ea from Dubai in April 2007. I brought it back to India and have been happily using it since then.
Around 5 months back, the laptop started having overheating issues and would shutdown within a minute of running in “high performance mode” in Vista (the battery was also not charging and the battery ‘lightning’ LED used to blink. So the only usable solution was to run the machine in the “Power Saver” mode. Both problems was subsequently fixed by the F.29 BIOS update that HP released in November (2007).
The display casing cracked at the left hinge a month or two after the overheating issues surfaced. It happened a little by little until I couldn’t close the screen at all (the left screen lock would not align with the slot). I have figured out a way to close the screen just in case I have to transport it:
- holding the inner and outer edges of the display bezel near the security hole tightly, move the screen towards the close position.
- as it becomes nearly closed, apply enough pressure on the left outer edge of the display casing to prevent it from opening up as you close your screen.
My biggest problem is this: My laptop’s warranty is not covered for hardware in India in spite of the series being sold here. I can take it abroad for repairs but I can’t stay there for long and I know HP can take their own sweet time in shipping the parts.
I seriously doubt I’ll be able to take the laptop abroad before April 2008… Sigh…
At least if I got the parts, I might be able to replace it myself (something I won’t risk within the warranty period though) since I’ve got the dv9000t series service manual with me in PDF format.
I’ve got 2 questions:
1. How exactly would you argue the HP personell into admitting its a design flaw (considering the rest of the laptop is in pristine condition with not even a scratch on even the imprint finish)?
2. Is there a definitive way to get HP to acknowledge that the laptop was damaged within the warranty period if I’m unable to submit it at some foreign location of their choice before the warranty period expiry (there are plenty of service centers for HP in India)?
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 25th, 2007 at 11:26 am
Is there anywhere else that repairs these cracks? I think I am going to sell the dv9207us that I own as soon as HP repairs the crack and returns it to me, because it is too much of a hassle, has anyone had success trying to sell their 9000 series laptop with the crack? It is kind of worth less now, 800 bux down the drain…
December 25th, 2007 at 11:31 pm
i got my dv6000 for christmas last year… today (xmas) it made a weird popping sound and wouldnt close. im worried bc is it no longer under warranty. i havent talked with HP yet but plan on calling them tomorrow. does anyone here have any advice?
December 26th, 2007 at 12:51 am
talking to HP via online chat… will return with updates.
December 26th, 2007 at 1:34 am
okay, good news… they are going to fix it for FREE!!! theyre even paying for shipping.
model: dv9000
problem: casing coming apart above security lock, presumably the result of failed left hinge
warranty status: one day expired
some tips:
-contact customer service asap (i used the online chat feature around midnight the day after xmas)
-dont take no for an answer
-talk to a supervisor
-be clear that this damage stems from a DEFECT rather than your carelessness
-REFERENCE THIS SITE! (once i told the rep. that other people have experienced this problem and that some of them had gotten free repairs, even out of their warranty periods, he couldnt refuse me.)
December 27th, 2007 at 11:59 am
Wow! I have HP dv9000 and a crack began to develop a couple months ago and I have been procrastinating contacting HP about getting it fixed. I found this site today and contacted HP to find today is the LAST day of my warranty! I lucked out as I am communicating with HP now as they setup a free mail in repair! I was also given an opportunity to extend my warranty for an additional year costing me $138.00. If you have the same problem and are unable to send it in for repairs before the warranty expires, I recommended contacting HP and extending your warranty.
December 28th, 2007 at 3:23 am
I have the dv2535ea and the first few times i opened the lit there was a clicking sound. It has worn off now but the left-hand hinge is very loose.Will have to see what happens next!
December 30th, 2007 at 5:44 am
I hope you’re successful in your efforts against HP. I figure I’m entitled to $200 from them.
I bought my dv9035nr from www.solectrondirect.com for $700 about 5 months ago, no warranty. I just got hit with the bezel problem last week. Being an IT professional, I just don’t do manufacturer’s warranty; it’s more trouble than it’s worth. I visited the HP Parts Store and got new top plastics for a whisker over $100. When I get this thing apart, I’m going to try using silicon grease to lubricate the hinge. Otherwise it’s another $50 for the hinge assembly (includes both sides). The link to the HP Parts Store is:
http://h20141.www2.hp.com/hpparts/
January 1st, 2008 at 7:48 pm
So I’m sure everyone knows why I’m on this site. About a week before Christmas the left side of my dv9000 completely split. As of right now I can get it closed if I pinch the case together and smooth it out as it goes down.
Anyway, I just got off the phone with HP’s CS. At first the guy tried to pin it on me and told me it would cost $750 to fix. I then explained to him that it wasn’t an accident (the laptop never leaves my living room) and he very quickly did a 180 and said he’d send me a box to ship it and get it repaired for free (I still have 28 days left on my warranty). Overall I only had to speak with 2 people and was on the phone for less than 25 minutes.
I’m worried that when they get it they’ll try to pin it on me and come up with some BS excuse as to why I need to pay them. I agree with Jason completely, the way this is being handled is pretty sketchy.
January 2nd, 2008 at 5:50 am
I have this same issue with my HP DV9035N. I was actually searching on the web because my fan has stopped working and I saw this website. The left hinge on my notebook is separating. I thought that I must have caused the damage but now that I see hundreds of other people have this problem. Unfortunately I am in Iraq right now and can not send off my computer for repair because that would leave me without communication with my family and friends.
January 2nd, 2008 at 8:47 pm
I have a DV9000 that I have owned for a year. My hinge and rear plastic cover is broken as well. I figured a 1000 dollar laptop would last alot longer than a year. I will never own another HP.
January 3rd, 2008 at 12:21 pm
My dv9000 is out of warrenty and these are the parts needed to repair:
432955-001
Display bezel - For use with single lamp display panel with web camera 44.34
432957-001
Display panel back panel enclosure - For use with single lamp display panel 57.55
432963-001
Display hinge kit - Includes left and right display hinges - For use with single lamp display panel 50.00
Order subtotal 151.89
Shipping and Handling 19.27
Tax 11.98
Order total (USD) 183.14
January 3rd, 2008 at 12:49 pm
Same problem with my wife’s dv9000. The hinge on the left side is kaput. The screen started cracking up the side. I tried to glue it back thinking the plastic had just separated then after a couple weeks it went to crap. The glue didn’t hold, the screw on that side of the screen fell out along with some plastic. The hinge is wobbly. It is basically impossible to close at this point. All of this happened about a month after the warranty was up…
January 4th, 2008 at 3:06 pm
STATUS: waiting for repair.
ADVICE to all dvXXXX owners: Call HP at the first sign of hinge or case weirdness and DO NOT TAKE NO FOR AN ANSWER.
SUMMARY
I purchased my DV9000 January 2007.
Defect appeared December 2007.
HP tried to pressure me to buy an extended warranty which they claimed would cover the problem while simultaneously insisting the original warranty would not.
After 3 calls to HP support finally got a box sent for repair.
GORY DETAILS
December 2007, the left lower part of the screen case (near the hinge) began to separate. The rubber stopper and screw came out and a little gold anchor and some black plastic fell out.
I called HP. The first support person told me that the warranty did not cover case damage and that if it had split as I described it must be from abuse. I patiently explained that opening and closing the notebook lid was normal use.
He insisted it wasn’t covered by warranty.
He said, “You have had the laptop for eleven months, we will not cover this.” I replied the warranty is 1 year.
He then offered to SELL me a $369 -additional warranty- and said that if I purchased this warranty now over the phone from him and called back in 25 days it would be covered no questions asked. I smelled a rat. I refused and insisted it should be covered under the 1 year warranty. When he continued to refuse I asked for escalation and to speak to his supervisor. He said his supervisor wasn’t available and that his supervisor was the only ‘escalation’ available. He promised a call back within 48 hours. (I never received a call back.)
I read the ADP warranty terms online (the plan he had suggested) and it says “To be eligible for support, product must be .. in good operating condition.”
In other words, the ADP specifically would exclude the problem I’d just helped him document because at that moment, the notebook was not ‘in good operating condition’.
I called back and got another insurance adjuster instead of support. This guy asked me questions like “Do you live near the beach? Because saltwater could have rusted your hinge and that would not be covered under warranty.” He put me on hold several times to talk to a ’senior tech’ who offered all kinds of ridiculous explanations - “maybe you had a pencil laying on the laptop when you closed it and forced it and broke the hinge yourself” was another gem. Of course, I could not speak to the ’senior tech’ and of course when I asked to escalate was told that no one is available and I would receive a return call in 48 hours.
Now thorougly pissed off, I tracked down a local authorized repair center and spoke to the tech there. He encouraged me to call HP back and insist that they send a box and attempt the warranty repair. So I did.
This time the tech did offer to send a box free of charge to ship the laptop in for repair.
I’m still waiting for the box to arrive. Will update.
If ANYONE gets contact information to bypass the call centers, please post it! Someone at HP must be held accountable for this. I for one am inclined to never purchase an HP product again.
Alienware has comparable prices and specs and their default warranty includes ON-SITE SERVICE!
If HP wants to charge to repair was is CLEARLY a manufacturer’s defect I will elect to purchase a machine from another company and contact my local District Attorney, State AG and the Better Business Bureau. I encourage you to do the same if you are similarly abused by HP support when you have a legitimate warranty claim.
January 5th, 2008 at 1:54 pm
I bought my HP DV 9000 on april 6th 2007. On Dec 20th 2007 I got the left hinge broke. In Brazil, HP don’t have support for “imported” models. (we don’t have DV 9000 here). I honestly don’t know what to do.
January 7th, 2008 at 2:11 pm
I too have this problem with the left hinge. It all started with a cracking noice when closing and opening the lid.
black plastic bits falling out of the lid.
I was told that it was my ‘abuse’ causing it. this was 4 months after I bought it at Compusa. Several attempts to speak to some (and who speaks comprehendable english) one about this has failed misserably.
I live outside the states and need the computer everyday in our company, so sending it off for several months for repair is not an option.
If it is a simple mechanichal problem then ther should be an equal simple option for replacement of faulty materials (one would think).
So..
1. Does anyone know of how to order the hinge parts?
2. and since I’m obviously am never again buying an HP, does anyone have knowledge of a laptop model that has the same layout (built in numeric pad) as the dv9000.
Living in the caribbean sort of limits the shopping around.
January 10th, 2008 at 9:21 pm
I too am experiencing the hinge problem at 13 months. Fortunately i bought the computer using a credit card that doubles the 1 year warranty. I hope that helps.
January 11th, 2008 at 3:25 pm
Went to HP Customer care and E-mailed for product support. Black Friday 2006 purchase from Best Buy and started having hinge problem shortly before Thanksgiving 2007. Put off taking care of the problem until after the holidays. Awaiting response from HP.
http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-005&h_lang=en&h_cc=us&h_product=1842186&h_client=s-a-R163-2&h_page=hpcom&lang=en&cc=us
January 13th, 2008 at 2:47 pm
I also have a HP dv9000 which began to separate near the left lower part of the screen case (near the hinge).
We have had it for 13 months. (Wife’s Christmas present last year)
Anyone had any luck getting this repaired?
January 14th, 2008 at 7:24 am
The left side hinge has cracked on my daughter’s dv8000 series notebook. I contacted HP and it requires the $298 for repair and 5 days without use of the computer and she is a college student. A design flaw is apparent and the company is negligent in its lack of effort to remedy this situation for users.
January 14th, 2008 at 12:09 pm
Holly hell. I thought I was alone with this issue.
Purchased a dv9000 series laptop for the daughter in Nov. 2006. On or about 10 Dec. 2007 she brought the laptop to me stating there was something wrong with closing it. I looked it over and found that the left hinge was broken and that the front and back covers of the monitor were split apart at the base where the security lock would pass through.
While out of warranty I included a letter outlining how there is zero damage to any part of the laptop and that this issue was clearly a manufacturer default and should be repair at HPs expense, especially seeing how it was only 3-weeks out of warranty, not damaged in any manner and because we have been loyal HP consumers for the past 10 years (told them to check my listing of registered products on their website).
What did I get? A bill for $450. I told them to send it back, I’ll lose the $85 deposit, but I’m fighting the SOBs. I then thought about the issue and wondered if anyone has had this problem. The first search return in Google is this blog! Now I’m really pissed. More so because I just bought for myself a dv6000 series HP laptop 4-days before the daughter showed me her broken dv9000 series!
January 14th, 2008 at 1:36 pm
Update::::::
Okay. I have some information. First, if you take your laptop to Best Buy because you believe they are an authorized repair facility or authorized to accept laptops for repair you’re only half right. It would seem that Best Buy is only an authorized reseller of HP products. In fact, if you take your laptop to Best Buy they do NOT forward it (on your behalf) to an HP repair facility, and by “HP repair facility” I mean one that belongs lock, stock and barrel to HP. Instead, it would appear, that Best Buy sends it to some other company with whom they have a contract to perform HP laptop repairs. This explains my $450 estimate for repair.
I better understand this now because I have actually been on the phone with a HP Senior Case Manager who helped me better understand the situation. In addition, HP has agreed to repair at no charge (this one time) my daughter’s now 14-month old dv9005us HP laptop. To be frank, and based upon our conversation, I believe the reason this offer was tendered is because we have been long-time consumers of HP products, which the senior case manager was able to verify by looking at what HP products we have registered online (which includes one scanner, four printers, three laptops - and this doesn’t include another printer and two desktops from over 6-years ago). I think the party at HP realized that repairing the laptop was the right thing to do from a customer retention perspective.
Regardless of what reason HP elected to use, I’m getting it repaired at no charge BY HP. Once I get my laptop back from Best Buy I’m going to have a conversation with them about getting back my $80+ deposit. It is my feeling that they misrepresented themselves. When I dropped off the laptop I asked “…and you ship this on my behalf to HP for repair?” and they replied in the affirmative. This is not the case! They shipped it to some entity with whom they have a contract and not to an actual HP repair facility (the entity with whom they have the contract may actually be an authorized HP repair facility, but why they wanted $450 for the repair while HP would have only charged approx. $280 is beyond me).
For all of you out there who haven’t yet found a satisfactory resolution I strongly urge you to continue the good fight. In my personal opinion I believe HP has made a product with a design defect and that they should do the right thing and fix this issue.
Best of luck to everyone else.
January 14th, 2008 at 7:45 pm
I have a HP dv9000 and i just noticed my left hinge cracked just like everyone elses and is starting to separate going up the sreen. Of course the crack happend 2 weeks after my year warranty was up. I called hp and they quoted me $350 for repairs on the screen. But it sounds like from reading everyone’s comments that there needs to be a recall on these models! I am deciding if i just want to get a new laptop or get it repaired.
January 14th, 2008 at 8:54 pm
Well, this isn’t going to help anyone with the hinge problem, but
maybe you will consider what our company learned. We used
IBM Thinkpad laptops, then some smart penny chaser said
HP and Dells were cheaper.
We had some, and we will never go back.
After figuring in broken hinges and other reliability costs,
we are now back to the solid, no-fooling-around IBM
(now Lenovo) laptops.
I do not work for IBM or Lenovo. I have no relationship, direct,
or indirect with them except as a longtime user of them since
the P2-450Mhz CPU days.
Thinkpad users forego all the lamenting seen here.
Why am I here? I am trying to fix a friend’s HP/Compaq loose
hinge problem, that’s why.
January 15th, 2008 at 1:22 pm
I called HP tech support last night with the same hinge problem. Also, my DV9005 would not power up, I assumed it had something to do with the broken hinge and the screen not opening all the way up. Anyway the tech said there was nothing he could do about the hinge and then asked if I received the “E-mail” from HP. I asked what he was talking about and said it was about some sort of issue related to the power up. If I would perform a couple of diagnostic steps and the laptop still doesn’t power up he will send me a box to send the laptop to HP and repair if for free. I reseated the RAM and HD like he had asked with still no power up, a box is on the way. I also asked what would happen when the laptop gets to the repair center and they find the hinge broke too. He didn’t have a straight answer but I am including a note and a number of printed pages from this website. We’ll see what happens. I do have a question. Did anyone get an e-mail from HP about a power up problem with the DV9005 Laptop?
January 15th, 2008 at 1:25 pm
I forgot to add. I told the tech about this website, he informed me that they can’t access non HP websites from work. I advised him to write down this web address and check it out at home. He wrote it down and said he would.
January 16th, 2008 at 5:55 am
I bought my DV9005US in January 2007, and the left side hinge started to act strange last December. I’m really glad I found this website, now I leave my laptop open all the time and avoid moving the screen at all, this way I hope I can keep it from completely cracking until May, when I’m going back to the US, and hopefully I’ll be able to get it repaired. Like everyone else, I love this computer, and I think it would be really great if HP started fixing the hinges AND the causes of the problem.
January 16th, 2008 at 3:29 pm
just got mine back. called two weeks ago - they sent me a box, i removed my hard drives and battery and sent it it. they replaced the whole back cover, the screen and the camera. essentially the whole screen section is new.
the entire ordeal only took about 20 minutes on the phone and 5 days no laptop. less than a year old and still under there warranty.
mark
January 19th, 2008 at 2:30 pm
hi people, i thought i was alone with this problem..Guess not.
I have got exactly the same problem with my dv9000 and just prior to the hinge cracking the screen housing i had bought my second Hp dv9000…now that the first laptop is broke i need the parts to repair it, all i need is the parts as i repair them myself…any ideas where i can get the parts from easier than having to get a earache and end up in a dispute with Hp?
January 27th, 2008 at 3:38 pm
Yep, me too. Damned left side started making cracking sounds. Then one day it closed crookedly with only one catch seated. The bottom corner split apart and the rest is just the same as the rest of the stories.
I contacted HP and they implied it was likely my fault and if so it would cost me $300. I kept badgering them for another resolution besides sending my computer away and they said no. They wouldn’t even send me the replacement bezel, which I’ve seen recently for $30. Oh yeah, one rep told me there had been a mistake. ANY repair on the display was a MINIMUM LABOR charge of $800!!!
To me a warranty that requires me to send the computer away is worthless as are HP products in general. I don’t know why I keep buying this junk. Every one I’ve had issues with. HP makes cheap crap PERIOD.
January 29th, 2008 at 1:31 am
It just happened tonight.
I noticed the left hinge was a bit loose over Christmas, but it was not cracked and wiggle in the hinge very slight.
Tonight I went to close it and the plastic casing separated just as everyone above has described.
I dread contacting HP customer support, but all of your experiences have given me hope.
January 29th, 2008 at 5:17 am
I bought my HP dv9000 on Jan 2007 and two weeks ago i noticed the left hinge cracked /broken and has a 1″ split on the side of the screen. We only use it in the morning & evening and it’s on our kitchen countertop since we bought it. The crack happend 2 weeks after my year warranty was up. I called hp and they quoted me $280 to repair it. But it sounds like from reading everyone’s comments that there needs to be a recall on these models! Is anyone can help me. I just want HP to repai it for free or be replaced. It’s a deffective laptop.
January 30th, 2008 at 9:10 am
I just got off the phone with HP tech support. My screen started cracking about a month ago. The computer is a DV9035NR, purchased at Best Buy in November 2006. The crack appeared about 3 weeks after the warranty expired.
HP Tech Support wanted 7-10 working days for repair, and $298. I told them about this site and indicated that I have a pretty big problem with paying that amount of money to repair what is surely a design flaw, based on the google searches alone. I let them know that there’s a website devoted to it. The tech support guy was surprised, but not helpful. I did get the hinge replacement part number to order ($50), but I’m not sure that’s the proper part to order.
It seems like people are having more success with repairs when they call this a heat-related failure, so if you’re calling tech support, I’d approach it from that angle.
Does anyone out there know if the hinge replacement kit is adequate to repair this problem? I’ve got a guy that will fix it for me for essentially free, I just need to order the part. In taking my computer apart, the part number that has actually failed is AT9A-SZS-L, but that part is not available for purchase. The part number that I can purchase is 432963-001, which is the hinge replacement kit. I’m hoping that the part I mentioned above is included in the kit.
January 30th, 2008 at 10:11 pm
I bought my HP dv9005ca a year ago, hinge was getting loose after about 6 months. After my one year HP warranty was up it cracked and cracked along the side of the screen. I have the Best Buy extended warranty so I sent it to one of their techs that are by my location. Just got the computer back today and they told me that HP no longer has the hinge kit that I need. So now I have to deal with the Best Buy people again to see if I get a replacement or not. For sure done want another DV9000 model now that I see pretty much everyone has a problem with them!
February 1st, 2008 at 7:49 pm
I have an HP9000 with this same problem. i brought the computer into Best Buy and they told me to call HP directly. HP told be that it would cost $200-$300 to fix. They said that there is no record of this problem and therefor it was user error. My computer is very well taken care.
February 4th, 2008 at 6:21 am
I have a 1 yr old, compaq presario v5204nr. The right hinge cracked about 2 months ago and we called HP but they said it was out of warranty. Now the other hinge cracked and the screen of the laptop has no support at all. It just falls back and forward. We have to support it to use it. Is there any way I can get repair? Thanks
February 4th, 2008 at 5:10 pm
I called the HP corporate office in Palo Alto and asked for case management. I convinced a case manager to take over my case and he got everything handled very quickly.
I had my notebook back on my desk 4 days later.
They replaced just about everything except the motherboard and the bottom chassis. Repair paperwork says the upgraded something (I hope the hinge!).
It’s a shame that HP 800 support is doing the company such a gross disservice with their obviously strategic effort to deny claims on this issue. Once I got past that first level of support I found the kind of customer service I expect when I invest $2k+ in a piece of hardware.
Good luck everyone, and remember DO NOT TAKE NO FOR AN ANSWER.
If you get tired of the toll-free support jerk-off like I did, call corporate and politely ask for Case Management:
Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
Phone: (650) 857-1501
Fax: (650) 857-5518
Open 8:00 a.m. to 5:00 p.m. Pacific Time, Monday - Friday.
February 7th, 2008 at 11:56 pm
Yeah, guess what.
Gonna call those corporate offices tomorrow, thanks Kit.
February 9th, 2008 at 12:02 am
i recently called HP Tech Support on 2/9/08 to replace the Keyboard,LCD Bezel and LCD Top Cover. i have a Pavilion DV9500t CTO. i spoke with HP Total Care (The Tech Guy was American so it was easy to understand what he was talking about) I Told him the issues i was having and he kindly said no problem we will get these issues resolved for you. He took notes on what was the problem with the laptop LCD Top Cover LCD Bezel and the Keyboard. The Security Hole is missing a peice of plastic from it and is starting to crack(you can literly hear plastic peices inside the LCD Cover ) The Box will hopefully be sent to me on February 11th and i will send the laptop out on that day i will also place a note in the laptop(once the tech guy opens the laptop he will see it ) so it doesn’t have to go back again for more repairs. i do have my Dell XPS M1210 as my spare laptop just in case one fails i will keep you guys posted on how the repair went
February 9th, 2008 at 6:33 am
I purchased an HP DV9000 series laptop at Best Buy in November 2006. I am very careful with my laptop. The crack just appeared on the left hand side near the lock about two weeks ago when I heard a “pop” when opening the laptop. Of course, I am just over my 1 year warranty period.
I did not purchase the additional warranty from Best Buy since I got burned before when purchasing an E-Machine laptop from them (returned it 4 times for the same problem and they refused to replace - which they claim they will after the third attempt to repair the same problem). From what it sounds like, I may be stuck with this cracked HP laptop.
February 11th, 2008 at 5:43 pm
woowoww, i am not alone. i also got the dv9030us. It happened just two day ago. i came from work and when i to turn on my computer i just noted it was split open on the left hinge. to make it worse the screen es damage it don’t show anything, just bright scramble light. the thing is that i have been using it as a work station. i don’t even move it from where is setting because i connected a 21” LCD monitor and a wireless keyboard and mouse. no abuse at all. And yes it been making that cracking noise since i bought it a little more than a year and half ago. i got it from circuit city and also got the 3 years extended warranty with it. i ended paying $2300 for it. don’t know what to do. screen don’t work anymore and i just saw a little piece of plastic that came about from the crack on the left hinge.
February 11th, 2008 at 6:29 pm
same problem with my dv9000. this is total BS! my warranty expired just about 2 months ago, and my left hinge started cracking today and throwing little plastic pieces all over.. i called HP but they said they will not do anything and that its “out of warranty”, i asked to speak with a supervisor and he told me that i will get a call back within 48 hours.. i call bs again and will call them again tomorrow and i will, i will get to talk to the manager no matter what it takes! This is total manfacturing defect and should be covered!!!!
February 12th, 2008 at 7:48 pm
So glad to find this site. We are dealing with the same issue. I am looking up my paperwork tonight, but I’m sure it’s been over a year. Although we started having problems opening the laptop after only 4 or 5 months, we didn’t realize until yesterday the extent of the problem when it cracked upon opening and a little piece of plastic came off. Now the entire case is coming apart. It’s the hinge on the left near the fan that generates a lot of heat. I am thinking this heat causes the plastic hinge to get brittle and then warp/break. Very few complaints about the hinge on the right that I can see. We bought it from Fry’s….dont’ remember the date. It sits on our kitchen table and is never moved, so travel is not the issue. Holding my breath, but I’ll bet it’s been over a year. I dread dealing with this!
February 12th, 2008 at 10:47 pm
I owned dv9005us model. I am very careful with my notebook, however the left hand side cracked. It’s within the 12 month warranty but immediately HP blamed it on “abuse” talking over the phone. I bought the part and went to a computer repair shop to replace it. After 3 months, it cracked again on the left side. I used the paper clips to hold it together for now. I am sick and tired of this problem. Everytime I considered buying another notebook to replace the current one, I looked away from HP.
February 13th, 2008 at 10:06 pm
It is ridiculous to read these posts and not think this isn’t a real design flaw. I just recently decided not to renew my warrant because I’m very careful with my computers and also because when I spend more than US$1000 on one, I expect it to last for at least 3 years. I’ve had mine for 16 months and this weekend I noticed the left corner, close to the left hinge coming apart. Then I found little black plastic pieces falling from within the monitor compartment and now I cannot close the lid. I hear all kinds of noises and I’m sure it is getting worse and worse, to the point it will damage my screen. My hope now is to order the hinge kit and replace it myself because I’m not going to spend $300 to fix it knowing that it will break again soon. Maybe I should order another hinge kit and have it as spare if everything works out fixing it in the first time. NEVER BUY FROM HP! That’s what I’m telling everyone. And always Google for the model you are getting, before you actually buy it. Now I’ve learned it the hard way. Please let me know if there is any change we can make HP pay for this. And thanks for organizing this website!
February 14th, 2008 at 2:07 am
2 cracked hinges on a zv6000. I use ducktape to keep it open. HP should be embaressed. Will try calling them tomorow
February 14th, 2008 at 11:53 am
I’ve got the same problem with my Hp Pavillion dv9000 series notebook, left security hinges just cracked off, heard a pop sound when I opened the laptop. I am also out of warranty, but luck would have it that as soon as the warranty was up, it happened. I wonder if there is a recall on it, if not there should be seeing that everyone’s got pretty much the same problem…. class action suit?
February 14th, 2008 at 1:15 pm
Okay, so I had it out with HP, and if you show them that you’re not going to settle for less than what you deserve, then they’ll fix the problem.
here’s a copy of the chat
Davis: May I arrange for mailin repair for your notebook?
Nagat Amer: I would like to know first that I will not be held responsible for the cost of the repair
Nagat Amer: secondly, that I will have difficulty shipping the product as the screen will not close due to the hinges not working properly
Davis: Nagmat, your notebook eligible for free mailin service.
Nagat Amer: that is not sufficient
Davis: So, I am glad to arrange for free mailin service for your notebook.
Nagat Amer: the damage is not my fault, as I did not design the product nor was I responsible for it’s inability to handle the heat that the device emits that causes this problem as per the blog that is filing the class action suit that I will provide you information on if you so wish
Nagat Amer: I need a free repair and an exteneded warranty offered after the repair
Davis: Sure, I will arrange for free mailin service for your notebook.
Nagat Amer: Sir, I need confirmation that the repair will be done free of charge
Davis: Please provide the following shipping information:
Davis: Yes, Nagmat. I am arraging for free repair service for your notebook.
Davis: If the repair center determines that the problem is not covered by your repair warranty, you will be contacted by HP.
Davis: Please provide below details.
Davis: * Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State/Province:
* Zip/Postal Code:
* Country:
* Phone Number (including area code):
* E-mail address:
Nagat Amer: I do not have a warranty on this device
Nagat Amer: I don’t know if you got that part
Davis: I mean if the problem not covered under free mailin service program then only you will be called.
Nagat Amer: That’s more of the run around that I keep getting, mail it in and then get told that I have to pay about $1000 to fix it
Nagat Amer: that isn’t going to do it, it isn’t going to suffice
Nagat Amer: This is a critical design flaw, that has affected many people, there are hundreds of people filling the blogs about this very same issue
Nagat Amer: www.notebookhingecrack.com
Nagat Amer: I would like HP to step up to the plate and resolve this issue for their clients
Davis: That is the reason why I am arranging for free mailin service for your notebook, Nagmat.
Nagat Amer: My laptop goes out, gets fixed COMPLETELY, and gets sent back to me with a warranty on the device all for FREE
Davis: Nagmat, you will get 90days warranty after repairing the notebook for the same issue.
Nagat Amer: all you are saying is free mailin service, that translates to me as “you’ll send someone to pick it up for free”… please explictly state that the device will be picked up, serviced ompletely, and sent back to me with warranty for free, no cost to me
Davis: Mailin service includes shipping and repair the notebook including part replacement.
Davis: Did you get my point?
Nagat Amer: also would like confirmation for this as well as transcript sent to my e-mail please
Davis: Thanks for the information.
Davis: Sure, I will send email confirmation with CSO number. You can use that to track the notebook status.
Davis: Is there anything else I can assist you with today?
Nagat Amer: No, that is all , thank you for your patience and understanding
Davis: Its my pleasure to assist you today with this.
Davis: Have a Great time.
Davis: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Davis: Bye Nagmat.
Nagat Amer: Thank you, and it’s Nagat
Nagat Amer: thanks
Davis: Bye Nagat.
Nagat Amer: bye Davis
Yeah, my name isn’t common, but “Nagmat”? If they had quality products, there’d be nothing to “Nag” about…
February 14th, 2008 at 8:20 pm
I purchased a HP dv9008nr in October 2006 with a Best Buy PSP service plan. My hinge just popped yesterday on its own. The 888 Geek Squad rep said that it is covered under the warranty but needed to be brought in for service. When going to a Best Buy store, I was told that it is not covered under the warranty and will take 2-3 weeks for an estimate. Most likely the estimate will come in around $400. What is worse is that Best Buy can’t find my PSP plan in their systems because it was purchased online.
Since it is beyond the HP warranty period. HP is saying it is a $298 repair job that will take 1-2 weeks.
Will keep you posted!
February 16th, 2008 at 9:12 am
i purchaced my dv9299ea about 8 months ago and last week the left hinge cracked and its also damaged the outer caseing aint gonna bother with hp after reading the hassles you guys and gals have had. so ive orderd the spares from a repair shop and will fit them my self total cost so far £88.07
February 16th, 2008 at 11:33 am
dv9000. Same problem… left hinge.
I just spent about half an hour on the phone with customer service (it’s Sat., so I have to wait until Monday to call corporate). I spoke with James, who was a really nice guy, and tried to put my repair through for free. It wouldn’t go.
HP knows there are a slough of problems with these things. They even have a “One-Time Service Enhancement” in place, so you can send the machine in for service, regardless of warranty status, once for free. But for some reason the system wouldn’t apply a zero balance, even when James tried putting it through as a “wireless card issue”.
I’ll be calling corporate on Monday with my case number, hoping not to have to use phrases like “class action” and “Better Business Bureau”. Problem is, I’m a freelance graphic designer, and this machine is how I feed my family. This had better be a free repair, and the fastest one on record…
February 16th, 2008 at 10:36 pm
She’s crackin up captain, I don’t think she can stand any more pressure, she’s gonna blow. Ah Scotty let’s all have a little faith in the manufacturer. All kidding aside, HP has always treated me very well and their tech support was great. I am confidently going to call them on Monday and calmly going to give them a chance to correct this unfortunate flaw in the design of the hinge. As a group of people let’s pray for the company that they will be blessed and that we will all be patient with them. That’s how I need to deal with this sort of thing. Too much stress ruins hinges and men.HP, I’m sure you’ll do the right thing.God Bless you!
February 19th, 2008 at 9:22 pm
I purchased my HP Pavillion dv9230us last march and it has been a great machine. It was a desktop replacement for me so I rarely move it and never travel with it. About 4 months ago the hinge on the left side started to become loose which I thought was from normal use so I started to be very gentle when opening and closing it. A week ago the seem seperated and today it is almost inopperable. I called HP and fortunately, I still have 28 days remaining on warranty. So they will fix it. I just found this site and called HP back to ask if they were aware of and recognizing this problem yet. The first guy, Ceaser, said no and that there have been no reports of a problem like this so I encouraged him to check out this site. He put me on hold for 20 minutes and came back to say how he would refer this info onto his supervisor. I asked the name of his supervisor so I could verify that he actually did do that if needed. Put on hold again and then supervisor got on the line. He told me this is not a “big” problem - they only get about one call a week for this issue and that I should purchase an extended warranty if I was worried. The repair is warrantied only for 90 days and I fear I will have the same problem a year from now.
February 22nd, 2008 at 7:05 pm
I purchased my HP Pavilion 9207DS from Compusa back in either April or May of 2007. I haven’t had any problems with the actual computer until about a month ago. I went to open my computer and heard a cracking sounds. I didn’t notice anything and as of such, didn’t do anything about it. Today when I opened the cover, a small piece of plastic fell out of the left hinge and I had a hard time opening and closing the cover after that.
It sounds like some of you have had success in getting this problem resolved. Is there anything specific that I should say when I call customer service?
Thanks for any help!
February 24th, 2008 at 10:40 pm
I’ve had my DV9000 for under a year and the left hinge already cracked and I really baby this computer.
February 25th, 2008 at 5:54 pm
I have a DV9000 and noticed it not suspending when I shut the lid. after investigating I noticed the plastic cracking around the left hindge. I took it all apart and the left hindge had seized and the right was really stiff. it broke the metal frame that goes around the LCD bezel, I cant find a replacement part anywhere…
February 26th, 2008 at 6:12 am
I’m from Spain. I bought my dv9063ea on January 2007. One month out of warranty and the hinge crack. It has cracked in the left side, just in the angle L.
I have contacted HP via email and I’m waiting the answer. But I’m not very optimist.
February 26th, 2008 at 11:47 am
i purchased an hp dv9000 refurbished 10 months ago. i am careful with my laptop also. i am amazed at the number of people whose problem is in the exact same area as my laptop! sounds like hp needs to have a recall.
February 27th, 2008 at 12:20 pm
This problem is a flaw in the design it breaks in the same place everytime. I repair notebooks for a living and we have done at least 5 in the last couple of months. We repair this by replacing the back panel, hinges and bezel. We can fix this for anyone who is stuck for $375.00. That includes parts, labor, and shipping. Just say you came from www.NotebookHingeCrack.com. Our website is: www.PortlandLaptopsRepairs.com
February 29th, 2008 at 3:20 pm
While I’m sure Jimbo has the best intentions, his services aren’t necessary in these instances.
HP WILL fix your laptop.
Kit was right. 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
The first question they 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+ of us) had broken our laptops by negligence, and just wanted something for nothing.
But I refused to cave. I asked for her supervisor. She told me she didn’t have one, and I congratulated her on being the president and CEO of HP. Case managers give you their name and personal extension at the beginning of the conversation, so I told her I’d be calling, every day, until they made good on this clear design flaw.
FINALLY she realized I wouldn’t be blown off, and conceded that “WHILE THIS IS CLEARLY NOT HP’S RESPONSIBILITY,” they don’t want to see their customers frustrated, so they’d make the repair for free.
They sent me a prepaid box. Sent on Monday, back on Thursday, good as new. We’ll see if the repair is an actual fix in about a year, but if it doesn’t hold up, I’ve still got Case Management’s phone number.
DON’T BACK DOWN - HP doesn’t deserve to get away with saddling us with inferior product. They should be owning up, but until they do, you can still get your notebook fixed for free.
Thanks again, Kit.
March 1st, 2008 at 1:40 am
Don’t bother with case management. Go to HP online live chat tech support.
Open to america 24/7.
Be very kind & explain that the hinge of your pavillion notebook is preventing the laptop lid from closing. Note that because of this problem, there is a crack along the side revealing part of the LCD.
If asked what you would like them to do about it, tell them that you would appreciate them fixing it if it is considered defective, not damaged from use (since it is a common problem with your model). Tell them also that if they cannot fix it because of model defect, than you will be unable to pay for any repairs.
The lady I chatted with immediately took my address & is sending me a box free of charge.
I must also mention that my warranty expired a month ago.
March 1st, 2008 at 9:19 pm
Same deal here. I have HP Pav 9000t. Bought November 2006. Warranty has expired. Left side has cracked, hinge has broken. The screw will not hold into place because of the broken hinge. I have contacted HP; they said it will require a service charge.
March 3rd, 2008 at 8:53 pm
I feel lucky…my DVdv9000 broke but it took almost 18 months to do so. I just spent a hour taking this apart and figured out that I need a new front bezel and back cover. I just was searching for those parts when I came across this site. It’s a shame that this is a manufacturing defect. I too an out of warranty but now with this site as backing (and proof) I will contact HP tomorrow. Good luck everyone.
March 4th, 2008 at 5:39 am
I had the same problem. I can’t believe on this. The left hinge cracked and where the screws are fixed on the back pannel also cracked. I bought my dv9000 on march, 2007. I have another big problem: I bought this laptop on ebay and I am not living in USA. I don’t know what I can do. =/
March 4th, 2008 at 7:51 am
Wow!
HP should be setting up a repair depot just for this issue. The number of machines with this exact problem is astounding.
I have a DV9030US with the same problem. The machine sits on a desk and is used occasionally, which is why it has taken almost 15 months for the problem. Hinge sheared at the fold on the left hinge. Cover is now cracking.
HP needs to be proactive on this issue!
March 6th, 2008 at 5:50 pm
Thanks to all that came before me!
So Here is what I did for our dv9000(dv9005us):
(Do NOT mention This Web Site or any site in particular!!!!. “I found all this in Google.”)
I also referenced their own internal page for “Other Defects & Symptoms” @
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us&dlc=en&product=1842189
That link does not cover the hinge! But it does cover other defects which extends/:Enhances” the warranty!
Have your Model & Serial Numbers handy and more paper to write down Names and ticket numbers.
1)Call HP Tech support Line (1 800 474-6836,) get a “service ticket” reference number. Tell them that the defect has manifested on your model. Tell them you have seen hundreds of comments on different websites where people mention the “Left Hinge” has broken and the display bezel split through no-fault actions. (Do NOT mention This Web Site or any site in particular!!!!. “I found all this in Google.”) Do everything to set up the repair on the service ticket, except pay! Tell them you will call back when you can pay! (The service ticket number is not a repair ticket number!) They only make repair ticket numbers if they are payed for!
2)Call the HP Headquarters (from the above number - 1 650 857-1501 -and if they ask, you got the number from the phone book/411.) Ask the operator for “Case Management,” tell the operator your computer type - then they put you through to the office. Be Nice to The case Management Person. Basically explain the “No-Fault” manifestation of the defect. Give them your Service Ticket Number. Tell them you saw hundreds of folks in Google who had the same problem, that you should not have to pay for the defect. Tell them you saw the page above about the other defects!
They do make you fight for your repair. Be Nice, but firm that you should not have to pay for their defect.
I also said, I cannot afford a $298 repair, that it is half the price of a new desktop! (…my card was declined unfortunately.)
I added somewhere in the conversation, “This model looks like all the other HP Notebooks out there, how many Thousands would have to be recalled?” or something like that. Say what you feel comfortable with.
3)When Case Management gives you a “repair ticket number” without you having to run your credit card, you will know they are picking up the cost of the repair.
They are picking up mine! Thank-You All !
Be Nice to them, I think that helped the most.
One Last thing : PULL Your Hard Drive!!!!, in addition to their instructions on how to pack your box. This repair doesn’t need your drive/drive info!
March 6th, 2008 at 5:58 pm
And Thank HP as well when you get your repair ticket.
March 7th, 2008 at 7:59 pm
Update (since my first post on March 3rd)
Although my dv9000 is beyond warranty, HP agreed to fix it. I had to be diligent and found that being pleasant but firm (much like TakiIT2) recommended was the key. Mine is being fixed as a “one-time” only beyond warranty fix.
March 8th, 2008 at 10:31 am
I sent an e-mail to HP about the hinge problem and how the corner of my lap top has shattered, the front of the case has two cracks now. I was greated with a quick responce asking for more details, serial number, etc. I was told that a shipping box would be sent with in 1-2 business days and to pack the lap top and they would pay for the Fed ex shipment back for a quick 3-5 day repair. After 6 days no shipping box had arrived, so I e-mailed again, received another quick response and an apology for not receiving the shipping box that would be shipped within 1-2 days. Well it’s been another 5 days and no box.
Unfortunately I’m working in a one month window when I don’t need my lap top for work, if I don’t have the repairs done wihin a couple of weeks, I will have to wait months before I can ship it back. I was impressed by the quick response, but they are just words if I don’t get a shipping box from them.
March 8th, 2008 at 3:17 pm
I have an HP dv6000 that I bought in October of 2006. The left hinge cracked about a year ago so the display wobbles all over the place. I’ve tried to find information to troubleshoot the problem on the HP website to no avail :0( What now? This sounds like the problem is all too common and is clearly a design flaw.
March 8th, 2008 at 8:37 pm
There’s a facebook group titled “HP Notebook Hinge Crack” … Who knew? Yay for Facebook; join your HP Hinge Crack Brothers & Sisters in fighting the good fight! Join today!
March 8th, 2008 at 9:45 pm
Sorry, previously stated that my computer was a dv6000; please note that it is a zv6000 and does have a left cracked hinge.
March 11th, 2008 at 9:17 am
hp dv9000 hinge/screen casing crack at the very end of my 12 month warranty. i was unable to report it in time…im basically out of luck..unless i want to pay close to half of the price of the laptop to get some plastic part fixed….i cant justify this…but its making portability an issue because the screen will sometimes get stuck when i close it…
im very angry about this issue…
i wish there was replacement casing available or a service that could replace just the case rather than the entire lcd costing 300-600$
March 15th, 2008 at 8:08 am
If your left hinge is broken, Be careful. You may ruin the display.
USE the Security hole to tilt the Display. Insert a proper adapter and tilt slowly.
I will write a note on my laptop for HP because they may ruin my Lcd and tell me it was already ruined.
Hp offered free repair for my laptop yesterday.
March 15th, 2008 at 3:06 pm
they fixed mine, out of warantee. no charge . perfect seervice. no charge for box or shipping. perfect!
March 18th, 2008 at 10:43 am
they fixed mine too - a few days out of warranty - but I did reference this site so they could see how many people are struggling with this. No charges at all for me.
March 20th, 2008 at 6:32 pm
Same issues here one day just after the 1 yr warranty ended metal hinge cracked and broke the bezel around the monitor on my DV9000z notebook. Kinda dissapointing thought this should have been a higher quality notebook but it looks like lots of people with the 17″ monitor are in the same boat.
March 20th, 2008 at 11:42 pm
I love my computer but I must love it too have purchased for 1399.00. I bought the Best Buy warranty for 299.00 and have bought three new charges b/c they always break. Currently my screen hinge is broken an the screen is detached. I have to tape the charger in place to keep it plugged in and stay in place. I run the cord along the sides of screen to prevent the cord from moving. This also helps keep the screen up since the cracked hinge causes the screen to remain floppy. I also can’t operate unless I place a fan under laptop. Which means I can’t place on bed, table, lap, etc. If I try to use without fan, my laptop turns off in less than 5 minutes. I’m assumimg best buy will repair, however I’m scared to assume anything when money’s involved. I’m not looking forward to being witout my computer. But life can’t continue like this. To spend 2000.00 on everything and look like mine, what a joke. I have no idea why companies are allowed to be thieves and why its so hard to resolve repairs. Especially these!!! I mean this is obviously a common defect. Well I’m glad I found all this, hope it works out for me and all of you.
March 21st, 2008 at 8:41 am
My DV9030US is 14 months old, HP have me grief about getting it fixed for free. the parts alone are 116.00.
After getting this sent to the next level, they overnighted me a box and it is on its way for repair at HP for free.
March 21st, 2008 at 6:20 pm
Just got it back this week, it spent one day there. Thanks again all, & HP.
March 26th, 2008 at 9:46 am
Bought my HP Paviliion dv9000 six months ago in September 2007 and has begun to crack at the seam near the security hole. I am wondering if it is the security lock hole!
I bought it refurbished from COMPUSA (which has gone out of business)… will dig out my warranty terms if there are any left with HP. Sigh. Not sure if I’m glad to know it’s a overly common problem on this model.
March 29th, 2008 at 4:24 pm
just after reading this blog, i decided to call hp because my dv9000 is starting to do the same thing. in the end my warenty expires today 3/29/08, however hp will fix it for free, and will take it as in warenty. i can say it is just luck that i found this website on time. i will post the results.
john
March 30th, 2008 at 2:23 pm
i have written to 8 News websites. i told them about your website and my situation with this problem. the news websites include
Cnet, ZDnet, Arstechnica, Fox News, Today Show, PC World, Maximum PC, and BBC.
i beleave if we had a news story on this, HP would have to do a Recall on the dv9000. because bad publisity is going to hurt HP’s income. i suggest that everyone who has this issue write to any news station you can. because one person is not enough to perswade a large company.
March 31st, 2008 at 10:20 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.
If I continue to contact HP by email and continue to be ignored then I will contact my local news media trouble-shooter ( I know I shouldn’t wait so long) and give them the story to broadcast.
March 31st, 2008 at 4:42 pm
i found the part onhp website
the part # is 432963-001
Cost $ 50
call hp at 1800 227 8164 to order
April 1st, 2008 at 4:34 pm
I received DV9000t back..The hinge plastic is different now. It used to move when I tilt a little even on the day I first got it.
This is a manufacturing failure..But this laptop passed on Quality Control Tests ?Mine has also heating problem.I am at a dust free home..Fan works fine..But if it works at 2gz on my desk. It shuts itself down..
I have to use speed step cpu switching utility which wastes the money over 200 USD when I bought my laptop.
HP ?? Never Again..
April 2nd, 2008 at 8:38 am
You don’t have a hinge crack yet but your hinge is VERY loose.?
I had the same problem and my hinge was broken a month ago. Hp fixed it for free ..Out of Warranty
Now the hinge is as it has to be..Tight and plastic does not move once u tilt the display
April 2nd, 2008 at 9:24 pm
Same problem here, on its way to Nexicore
April 3rd, 2008 at 3:42 pm
Same problem with the left hinge. HP DV9230US. I purchased the Advantage Extended warranty from Circuit City. The damage occurred within OEM warranty, but I did not get the computer sent in until shortly after the extended warranty kicked in. They sent back the computer with no repairs and actually did more damage while it was in their possession. I will try to contact HP directly. My first response was that it was out of warranty so there was nothing they could do. Thank you for this site. I hope that it helps.
April 4th, 2008 at 10:07 am
I called HP Technical Service again and they said that they could not do anything about our Laptop computer, but gave me the Case Managers’ number (referenced above in other posts. (650) 857-1501. The case manager agreed to fix the computer at no cost and we will be receiving a box to send in the computer in about two business days. She said that the warranty from HP expired on March 11th, but since my first call to HP was on March 29th, only 18 days out of warranty they would repair it at no charge. It appears that talking to a case manager is the route to go after getting no help from technical support. Thank you for this website and the informational posts. Thank you to HP for finally agreeing to fix my Laptop. I was pleased with the service I received from the cas manager. I will let this website know when and how the repairs are completed.
April 4th, 2008 at 11:05 am
4-4-08 Just called HP and the price for this junky hinge just went up to $57.95 starting today. Also, they are not in stock and they have no ETA. I have seen that some people are welding the broken piece from the LCD mount back onto the hinge mount portion. Poor engineering by HP.
April 5th, 2008 at 1:57 pm
My story is the same as everyone else - I have an HP DV9013cl which was purchased at Costco in January 2007. In March 2008 (after the year warrenty) the left hinge cracked - and the split keeps moving higher and higher. Small little pieces of cracked black plastic occassionally fall out. On a whim, I asked Best Buy if I could Super Glue the whole thing together - they cautioned it would void my warrenty. Since I don’t have one thinking of trying it.
Has anyone else tried a home remedy?
I am SHOCKED to find this is such a widespread issue - yet HP has not issued a recall? Love this laptop - but would be hard pressed to purchase HP again.
April 7th, 2008 at 5:49 pm
Same deal. My dv9000 just started to crack n creep. Some times I will shut it, and the display will stay on. Not to mention, before I noticed it was cracked, I could not for the life of me open it. The left latch would stick.
Happy with the laptop, pissed about the casing design.
Duct tape anyone?????
April 8th, 2008 at 4:57 pm
I just sent my HP DV9000 to Nexicore (Circuitcity extended warrenty) I hope they repair this crack in the hinge problem without doing any further damage to the notebook. A full replacement would be better. Quality of design and manufacture of this notebook is poor. Praying that my computer will return reborn or new.
April 10th, 2008 at 9:52 am
Tried the e-mail support, but the case manager never would call as promised. Finally took the HP Headquarters number above, pressed 0 for the Operator and ask for Case Mangers - HP Pavilion Laptops. Told the case manager my problem and my ticket number (From January, I don’t have time for this $#!^) and requested a box and he quickly set it up. I verified there would be no charge and he said of course not. In short, CALL, do not E-MAIL. They do not respond to E-mail.