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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.
April 11th, 2008 at 7:48 pm
Re message 126 and many more before that…
FINALLY got a reponse from HP! “Exec Escalations” emailed me with a CSO number (one higher than my original ignored one) and that they will be repairing or replacing my notebook on warranty. After about two hours I received confirmation by email that they had shipped the box to me TODAY!!
This after over two months of calls/emails/chats and three times no returned call from case managers. Not to mention, two conversations with case managers that I called directly who told me I was SOL because there were no recalls for my notebook model and that it was not longer on warranty.
Well, if this works out - and it seems as though it finally has - then I’ll post the results and become yet another success story in the battle against poor quality gadgets that cost big bucks!
April 12th, 2008 at 10:29 pm
I bought my HP dv9000 in Nov’06 17″. I was on a military detachment and left my notebook with my roommate when I came home I thought he dropped it but then I took a closer look and it looks as though the heat generated melted the glue and now it’s becoming dissassembled. All on the left hand side near the logo. Really sucks I am going to get a Dell now since that’s what we have at work and these Dell’s don’t seem to have that problem.
April 13th, 2008 at 7:07 am
I HAVE HAD HINGE CRACK THAT COMPLETELY SEPERATED THE WHOLE TOP
ALSO A SHORT IN THE AUDIO JACKS
AND THE WIRELESS CARD DIED
PROBLEMS WITH THE PICTURE I GET ON THE TV WHEN I PRESS FN + F4 IT IS BLURY AND THE EDGES ARE BOWED IN
THE DV 9005US WENT BACK TO HP 2X IN THE YEAR IT WAS UNDER WARRENTEE AND THEY NEVER DID A THOUROUGH FIX THE AUDIO SHORT IS STILL THERE AND THE HOLES THAT THE TOP LOCKS ON THE BOTTOM KEYBOARD SIDE THAT WERE DAMMAGED BECAUSE OF THE TOP BEING OUT OF LINE FROM THE HINGE PROBLEM WERE NEVER FIXED AND THERE ARE DENTS WHEN IT RETURNED FROM HP THAT THE REPAIR PEOPLE CAUSED
ALSO IT TOOK 2 WEEKS TO GET IT BACK SO IT WAS SITTING FOR A WHILE
NO HP FOR ME IN THE FUTURE
April 14th, 2008 at 1:21 pm
Been trying to talk to someone at HP but get the runaround from some nut in India who will not let me talk to a case manager untill I pay $49 for the call. I told him over and over I need a case manger I talked nice but firm the whole time but he hung up on me. Called the # above but it says that it is now disconnected. I also have no wireless and its been recalled but was told that he would not give me a case manger for this either untill I paid $49 for the call then the hang up. I had a compac desk top that was shooting sparks from mother board 5 days out of warranty the unit had been sent in 7 times before warranty was up for other problems but they never would just replace it the case manger offeredto send me a new board at his personal cost but best buy swaped the pc for same price model but went with gateway. I plan to call consumer report.
April 14th, 2008 at 6:39 pm
i got a dv9000 back in jan of 07 an it was a great system till a few months later it started having heat problems an when i called hp they wanted me to pay to have it fixed even though it was only a few months old an then in the last few months i have started having the problem with the hinge on the left side an when i took it somewhere to get repaired they told me i had to get a new screen an all
April 15th, 2008 at 6:14 pm
glad i googled this and came across it. i bought my hp dv9008 nr from best buy in december 2006. a few weeks ago, yup you guessed it, the left hinge began to crack. i havent spoken to anyone at HP about this, but since its after the 1 year warranty period it seems almost pointless to even try to contact someone
April 15th, 2008 at 6:25 pm
ya mine broke about 3 months ago and i said screw it ill just keep using it and just suffer with a wabbly hinge but then my screen one day wouldnt power up but the backlight would come on. ive pretty much troubleshot it down to the display lid switch module. so anyways ive been looking this whole time and i cannot find a set of hinges for a decent price other than 80-120$. i dont think ill buy hp ever again.
April 18th, 2008 at 1:47 pm
I purchased three HP dv9000 computers in December of 2006 for my kids. My youngest son’s left hinge broke just after warranty period. I took the entire top off and basicly turned it into a desk top. At this point I thought it was just bad luck. I needed a new computer for myself and went back to HP to purchase another dv9000. Before my computer got to me we had a second left hinge brake - the exact same brake as the first one. I’m a bit ticked that I placed my order just before the second brake. I recently contacted HP tech support about these hinges as well as about the third computers wireless problem. They wouldn’t do anything about the hinges but will be sending a box for the computer with the wireless problem (recall). They did offer to send me a box for paid mail in repair on the hinges and tops. NO THANK YOU! I’m lnow eft with a lot of expensive junk.
There is no way I will EVER purchase another HP. I’m actually a little embarrassed to be seen with one now. I think maybe I will plaster our computers with stickers informing people that HPs are junk - don’t buy. I really feel that I should do whatever it takes to keep other people from making the same mistake I’ve made. Anybody out there know what it takes to get something recalled?
April 18th, 2008 at 6:08 pm
I just had the same issue today. I didn’t notice anything at all until i tried to close the lid and the laptop wouldn’t close it was crooked, I was like what the %#$@, This laptop cost me $1500 and I take good care of it never travels. Sits on the desk 24 7 I bought it in march 2007 and yes you guessed it the dam warranty just expired this is absurd. Called HP and they said they will not repair unless I pay. I noticed that the right hinge runs down all the way and the left hinge is cut short beacuse the plastic hinge is in the way. Bad design flaw. They should own up to there mistake and issue a recall. Due to the fact of me not knowing that the hinge was broken, the strain of trying to close the LCD has broken the Plastic top cover and LCD cover which lead me to the discovery of the problem.
April 19th, 2008 at 8:04 pm
Nice Website- the question is - does HP care? I regret buying this overpriced laptop! I don’t know why I talked myself into a 1400 dollar laptop in the first place. I wouldn’t care as much if it was a 400 dollar laptop, which interestingly I own one of those as well that hasn’t had one problem. Within the first year (which the warranty covered), I spent countless hours on the phone with “tech support” in India troubleshooting my wireless issue. Finally they told me I need to ship it in. It was gone for at least four weeks, my wife thinks longer. And then right after the year was up, this left hinge cracked. Now, by typing in the part number, I am led to your site. I should see a link to an HP customer relations site, with a form to apply for a free left hinge. I would even replace it myself. How much could a piece of stamped tin cost to a company? But I understand, I work for a large telecommunications company and we do ignorant things to our customers as well. And the customers take it and keep coming back for more. We are a merely a small loss. I personally won’t be buying another HP product.
April 22nd, 2008 at 5:53 am
I have two DV9000 series laptops, One DV9010us purchased October 2006, and a DV9500z received as a warranty replacement for a dv9212 I purchased while working in Hong Kong. The DV9010 has been my main workhorse. It has gone around the world twice. While in HK the external video port developed a problem and HP Service in HK replaced the motherboard under warranty in about 2 weeks. The DV9212 I purchased as a spare while the DV9010 was being fixed went up in smoke after about 3 months use. HP replaced it under warranty w/ the DV9500. So far the DV9010 has not developed the crack. This surprises me, because this laptop gets opened and closed 4 times a day 5 days a week for 18 months now. It also rides in the back of my motorcycle sometimes at 90+ mph. While in HK, I walked 15 blocks every day for 4 months dragging it behind me in a wheeled cart, which I’m sure was not good for it. Guess I’m just really lucky.
April 23rd, 2008 at 4:22 am
I have a DV9299EA laptop whos left hinge simply jammed out of nowhere. When I managed to open it the left case cracked and the hinge broke. Being technical I opened the laptop and found the item that locked was with the following code AT9A-SZS-L. I called the HP business laptop support line and they told me to call the Pavillion line. The Pavillion line was automated and basically told me to go stick it in my arse… I’m currently looking for a spare part for this. Until that, my laptop is out of action and I desperately need it for web design jobs.
If anyone can help I’d really appreciate it. My email is ed@itelsupplies.co.uk
April 23rd, 2008 at 7:46 am
I purchased an HP Pavilion DV6447om laptop in October of 2007 and have noticed the hinge becoming looser with time. In addition to this, the hinge on the right side is crooked. After emailing HP, they want me to send in my laptop but want me to back up my entire hard drive first. I find this completely ridiculous, they don’t even need to turn the computer on. When I asked them if I could take out the hard drive and send in the computer without it they said:
“I have reviewed your information and would like to inform that as per HP policy you have send the Hard drive to HP Service center. Our service Technicians will completely format the hard drive and reinstall the operating system to check whether any software defects with the notebook or not.”
Not only is this in broken English, but it doesn’t make any sense–how did a software defect bust my hinge? It makes me feel like they have a program that searches for key words and then sends out a response email.
The hinge isn’t even really busted yet, i just wanted to have it taken care of before my warranty runs out. I’m glad I started doing it now though–seeing as this is going to take forever.
April 24th, 2008 at 11:47 am
It doesn’t have to take forever if you CALL and speak to a CASE MANAGER no matter what they say! You want a CASE MANAGER ! They sent me a box for free and picked it up for free and I had it back in less than a week for free after regular CS said around $700 to repair ! Don’t expect them to admitt anything though…. Just follow the exact steps, and back up your hard drive because they do replace it! Who knows why…
April 24th, 2008 at 12:44 pm
Just a comment on 150 and 151: If you are sending in your notebook and you send it with the hard disks still installed, HP will reimage the drives back to factory - it’s just an eventuality. If you don’t want this to happen you will need to remove your hard disks from the notebook before you send it in. This is recommended anyways by their “exec escalations” people. They asked me to remove my battery and my hard disks unless I didn’t care about losing all the info/data I had stored. Just so you know, removing the hard disks is not rocket science. A cross/plus screwdriver is the only tool you will need. I took a photo of my disks before I removed them just to be sure I reinstalled them in the right place. Then, I just kept them out of reach of the kids till the machine came back from repair. Once reinstalled it was as if nothing had ever happened!
Good luck!
April 29th, 2008 at 11:06 am
1/20/2007 I purchased HP dv9000. Excellent laptop until last week when I noticed a crunching sound when opening. Small pieces of black plastic fell out from behind left hinge. The casing around the screen started separating about 3 inches up the screen. Best Buy said I was out of warranty and to call HP because they know about the problem. I believe HP has an obligation to fix their defective laptops!
May 2nd, 2008 at 7:27 pm
I purchased this on 4/4/2007 for my son. It broke 4/15/2008. HP wont cover under warranty. What a crock. At least Gm did when a engine blew 10,000 mile out of warranty. Bye-Bye HP
May 16th, 2008 at 2:06 pm
I purchased my DV9000 Dec. 06, The left henge, front and back cover cracked when I opened it last week! I carried it back to Best Buy- they would not touch it, and told me to call H.P. I did, they told me their wasn’t a problem with the parts, but would repair my computer if I would let them charge $318.00 on my credit card and if it was more they would add that to my card once they diagnoised the situation! This is Crasy, H.P. needs to step up and do a recall, Best Buy had no problem taking my HARD EARNED money for them!
May 17th, 2008 at 8:11 am
HP Pavilion DV9000
Left hinge jamed causing case to split less then a year old
May 17th, 2008 at 8:50 pm
I got my dv9700z one and a half weeks ago, and the left hinge is already very loose and the vent on the back is slightly warped. It has been sitting on a metal desk since i received it, so i assume it is not an issue of proper cooling as the fan spins well and i can feel it blowing air out the vents. I only have a 2GHz model, so i would wonder how much quicker the faster (and presumeably hotter) processors like the 2.4GHz model create problems.
May 18th, 2008 at 12:27 pm
I purchased my DV9208 in Jan. 07, the left hinge started to crunch when I opened and closed it. A few days later it cracked up the side and a bunch of pieces fell out. A friend of mine has the same computer, and had the same problem. He contacted HP and was told it was a manufacture default (although they won’t admit it.) He argued with them and they fixed it for him for free. However, I have not been so lucky. So Fight with them and don’t take “no” for an answer. I will continue to do the same.
May 18th, 2008 at 7:01 pm
My HP DV was one month out of warranty and HP refused to fix it. They said I could send it in for $600 to fix the problem! My brother-in-law had the same problem with his computer. I used Gorilla glue and some tight clamps overnight. It has held very good for the past month. This is a design flaw and should be recalled by HP!
May 21st, 2008 at 12:27 pm
I spoke to 3 different people at HP today who could not understand what I was saying. I gave up and called HP Houston, who then transferred me to Executive Customer relations in California. A senior case manager said he will send a new bezel although he is not sure that that is what I need. I spoke to him before I found this site.
I agree that this is a design flaw, and it is ridiculous what HP puts one through just to try to get any resolution. Anytime I have had any sort of problem with them, I end up speaking to someone who does not speak english, I email to no avail, etc. Then HP sends me an email to “follow up” to see if my issue has been resolved. I respond with a resounding NO, and STILL nothing.
May 22nd, 2008 at 4:29 pm
I bought mine and about 8 months later the left hinge broke. I called and got pissed after I talked to multiple people about fixing my damn hinge and plastic around the screen. They wouldnt admit a problem with the left hinge. What a piece of sh*t HP is selling people and not fixing it. F*ck HP, Ill never buy their crap again.
May 22nd, 2008 at 7:36 pm
Same problem here. Loose left hinge resulting in a broken lcd panel and my dv9000 is 15 days out of the 12 month warranty period. HP India refuses to repair it under warranty which seems obnoxious to me, considering its a design flaw that’s causing this problem in the first place. I reported a complaint on HP’s website but no answer. But then, who am I to complain against big bad HP?
May 23rd, 2008 at 4:12 pm
My dv9000 is 5 months out of warranty and the case (left side) has started to separate at the lock. I’ve never used the lock and this laptop stays at home as a desktop replacement. I just got off the phone with HP, which told me which parts I need to buy to repair but obviously didn’t tell me that this was a rampant problem. Luckily I found this site to prove that it is a known defect.
I’m not sure what I’m going to do….it is sad that one of the resolutions to this problem is to buy a new laptop. I have two jobs and need this laptop for both….so sending it off for weeks or months to be repaired is not an option. I could buy the parts and repair it, which is cheaper than buying a new laptop but there is no guarantee that it will be a permanent fix.
What really sucks is that I bought my wife a dv6000 a few months ago……I will never buy another HP laptop again.
May 24th, 2008 at 10:15 pm
My DV9030 just experienced this problem today. I found this Web site in searching to see if anyone else had the same problem. I bought the laptop in November 2006 from Best Buy (no extended warranty), so thought I’d be out of luck. Well, I called up HP Support - and they just said, “No problem - this is a known issue, so please give me your address so we can send you a box to return the laptop in” !!! I didn’t have to argue or give any sort of extensive explanation or anything! They couldn’t have been nicer or more responsive. I appreciate the advice from others on this site to remove the hard drive before I send it in as I wouldn’t have thought of that.
May 25th, 2008 at 3:06 pm
Just a few days ago I went to open up my DV9009us notebook that I always baby when suddenly i heard some loud popping noises from the left hinge, right along the security hole. The computer it self hasnt been damaged yet, but the whole thing is basicly falling apart now. I called HP and since my warranty is out they said it would cost a ludacris $598 to fix the thing!!!!!! Guess its time for a new laptop … and trust me it will NOT be a HP. Prob get a ASUS eee pc 900.
May 28th, 2008 at 4:33 pm
I just finished talking with an HP rep online. I was quoted $298 since my laptop is out of warranty. I don’t think that is a bad price, but I wish that it was free. My laptop is cracking on the left side of the monitor. The plastic casing is separating from the monitor.
May 30th, 2008 at 9:02 am
Same problem here - im from UK though. Except mine broke about 3 months ago and i thought i’d damaged it somehow… now i went searching for hinges and realised that i am not alone in this situation and it’s nothing to do with me.
At first the left hinge was sticking and then it started to shear away at the bottom and one day the left hand side of the black plastic casing snapped.
I am just out of warranty now (even though it happened just after xmas) and have emailed HP about this.
I will not lay down about this though and after reading everyone elses i think we should contact Watchdog in the UK about this.
June 1st, 2008 at 5:06 pm
I have HP Pav 9000. Bought December 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 (USD298.-) what can I do?
June 3rd, 2008 at 1:05 pm
Left hinge problem appeared on my DV9000 just as descibed. I bought mine in february 2006 so no warranty.
I opened the display casing to find out that the problem with these hinges is that they have way too much resistance and the metal strip just wore out and teared.
I’m trying to build new strips out of real metal and hope it’s not gonna break somewhere else.
June 6th, 2008 at 6:17 am
Exact same problem. HP DV9013ca. Hinge on the LEFT side.
HP told me it’s not a design flaw, and said the unit is out of warranty and I would have to pay to get it fixed.
June 6th, 2008 at 6:22 pm
go to hp chat support. tell them your left hinge is broken. tell them to talk to their supervisor if they haven’t heard of this being eligible for a free repair (warranty or not). they will tell you that a case manager will call you within a day. be sure to get your case number.
if your screen casing is separated, it is a problem with your hinge not supporting the weight of your screen. it is a known issue that hp will fix for free, since it really is a problem with their design of the computer. the plastic parts are no match for the heat of this computer. i hope that mine will last a lot longer before this happens to me again.
i just got mine back a couple days ago good as new, 7 months out of warranty. my left hinge was sunken down a bit further than the right, separating the screen casing over time. they replaced the plastic casing, the keyboard and both hinges completely for free. I LOVE HP
June 7th, 2008 at 7:59 am
Well, my dv9205CA has just got this problem, and I have tried calling the Canadian support system, and they responded with a $300 price tag for a fix. I would like to know any legal route that I can take from Canada, as the legal notes here are all about how to do so in the States.
June 9th, 2008 at 12:15 pm
Another one here on a DV9207 purchased from COMPUSA on 3/20/2007. The left hinge area has been acting up for a couple of months. I just pushed it back together with my fingers and it still opened and closed.
Yesterday I heard the crack others have reported and the thing went crazy with falling apart in a matter of minutes. I couldn’t close it any more. I took it apart and imediately discovered the problem.
A broken frame that attaches the hinge to the display as well as all the screw receivers for the hinge screws were completely obliterated. I’ve never seen such a complete failure of any system. Very poor design.
The notebook is wonderful (except for the Left Shift Key) and has served me very well until this. I contacted HP this morning via chat as suggested by Justin 2 posts above and the csr automatically escalated my case to a case manager. He said it was not covered but without a pause he escalated my case.
I’ll report back the results. Thanks very much for this site!
June 9th, 2008 at 5:34 pm
I have a DV9005US I bought Nov 2006.
My computer broke at the laptop lock this weekend. Several small parts fell out the the notebook. With this problem, now the screen doesn’t turn off when I close it. I have to squeeze the screen case in order to get it to align and lock properly. I bought a two year service plan from the store I purchased it from. This plan starts after the one year HP service plan.
They set up the repair with Nexicor, I am waiting for a box ot ship it to them for maybe a repair or a headache.
I can’t seen to find information on this company.
I’ll keep you posted in what happens.
June 10th, 2008 at 7:19 am
I’ve had a successful resolution to my problem but I really feel sorry for this chap: www.koshyjohn.com/hp
I hope I don’t end up having problems like that with my dv9010ca…..
June 14th, 2008 at 8:57 pm
i have had the same hinge problem with my pavillion dv9000 which started 3 mos after i got it!!!! i had it repaired with and authorized tech and at first i didn’t know it was a design flaw until the tech already repaired it and then he told me. when i contacted HP they pretty much told me that i should have brought it back to them and they would not reimburse me the 250.00 i paid for THEIR bad parts! OMG i wanted to e-mail myself to them and give them a piece of my mind in person….anyone interested in a class action?
June 14th, 2008 at 9:02 pm
in regards to my above posting…please contact me @ princesskari418@aol.com if you are interested in a class action against hp or have any info on an existing…….thank you!!!
THIS IS REDICULOUS THAT HP IS TREATING THEIR CONSUMERS THIS WAY AND WE NEED TO DO SOMETHING ABOUT IT!!!!
June 15th, 2008 at 8:18 pm
Hmmm… my computer just started coming apart at the left side a few hours ago. I did absolutely nothing to it! I simply watched videos while coming home from school today on the bus and then when I wanted to close it, I couldn’t!
I came across this website because a friend of mine has the exact same computer as me (in fact, I bought my dv9005ca two days after him) and his computer cracked at the left side, at the security lock area about six months ago and I found it ironic that mine should break at the exact same spot! His screen has already cracked and I am afraid that mine will too.
I bought mine at the Source by Circuit City with a three year warranty in January 2007, but after reading your stories, I bet they will try to say the same thing to me–abuse. And I know now that HP will refuse to fix it, considering it’s already June 2008. Do you have any tips for me when I make the fateful call tomorrow morning?
June 15th, 2008 at 9:16 pm
I’m sooooo pissed at hp! They gave me the run a round with my broken hinge. Told me I would have to pay $49.95.
June 16th, 2008 at 3:32 pm
Here it is! Another dv9000 1.5 years old with broken hinge on left side. The plastic is separated but it snaps back in place. I have some KILLER epoxy glue that I was going to use. The only concern I have is not being able to ever take plastic apart after it is glued. Wal-Mart 2-ton epoxy for about 3.00. Try it…….it’s amazing!
June 18th, 2008 at 5:50 pm
dv9000 here about 1.5 years old with cracked left hinge. Started about 3 months ago. Way to test these models prior to putting them on the market HP! Give up on PCs and stick to making printers.
June 18th, 2008 at 8:48 pm
hp fixed mine ,the hinge, and also the wireless problem. I’m happy. so long as they fix this stuff free, i will tell the world. some of y’all seem to be going about this in the wrong way. they sent me a box both times, paid for the shipping , fixed it free and sent it back free.it was done acording to some hp proceedure they put on the internet. good luck!
June 20th, 2008 at 7:35 am
I purchased a DV9220US in March of 2007. And I too have a broken left hinge. The plastic inside top is separating from the inside top. This was not due to abuse. I rarely use the laptop and am careful with it. It’s definitely a design defect. My estimate is $350-$450 to repair. I plan to call HP today on this.
June 21st, 2008 at 10:02 am
I purchased the Hp Pavillion dv9000 approximately 14 months ago from Fry’s of San Diego, CA WITH a service contract. The left side hinge by the security lock is now badly broken and Fry’s said they would not cover it under the service contract because it was physical damage. I insisted they refund the fee for the contract since it was proved to be useless. I see now from this website that this is a design problem that Hp apparently addressed on later models. I will contact Hp and see if they will take care of as Stan B. above claims…Hey Stan, how long have you had your laptop for? Is it out of warranty?
June 22nd, 2008 at 8:51 pm
HP fixed mine for free. It was out of warranty by three months. As I mentioned above, I followed the instructions to go through chat first. They escalated it immediately with my having to ask and gave me a case number. I could not wait for the case manager to call, so I called them using a number I found on this site.
I was very cordial and I did not say anything about it being a poor design or blaming HP in any way. However, I was very clear with her that I had not dropped the laptop or abused it in any way. I gave her my case number and she said that she would fix that problem and any other problem that I had on the laptop. Full service. They fixed the hinge (it opens and closes better than it ever did, no creaking), the keyboard and the LCD panel.
I couldn’t be happier. They handled it perfectly. I will buy from HP again.
June 25th, 2008 at 1:33 pm
dv9000 14 months old , you guessed it left hinge am at the waiting for case manager process,they better fix it for free , by the way i paid 1600 $ for mine what a sucker i am
June 25th, 2008 at 6:21 pm
i found an attorney that will take the class action so please email me if you are interested!!!!
June 28th, 2008 at 6:48 am
Hi, same problem here. Kari, what is your e-mail? can you elaborate with your class action lawsuit? I’m in.
June 28th, 2008 at 7:45 am
hi. I had a chat with tech support. They imply that there is now a recall for this problem. However, my laptop wasn’t included (how surprising). I will call a case manager on monday. FYI here is the transcript of the case:
Robert: Hello John.
Robert: Welcome to HP Total Care for Pavilion Notebooks. My name is Robert. How may I assist you today?
john: I have a pavilion dv9000. My left hinge cracked. I read that unfortunately this is a common issue with this series
john: http://www.notebookhingecrack.com/2007/11/05/another-hp-dv9000-notebook-hinge-crack-update/#comment-1327
Robert: Please dont worry.
Robert: Let me explain you.
Robert: Let me assist you in this regard.
Robert: To assist you better May I know the Serial Number (eg: CNS34915MC) and Product Number (eg:RP282UA) of your Notebook? You may find this information underneath the Notebook.
john: pavilion dv9000 cnf7092mcc
Robert: Please provide the exact product number P/N: eg:RP282UA.
john: ez345av
Robert: Thank you for the information.
Robert: Could you give me 2-3 minutes while I check the information for you?
john: ok
Robert: Thank you for staying online.
john: sure
Robert: Let me explain you.
john: please do
Robert: John, I have checked the Information for you and the recall option is not for all the Notebook only some Notebook are under recall under the DV9000 series.
john: well, count mine in because it has the same issue. left hinge broke. I took of the front panel lid and I can clearly see that the metal of the left hinge is different than from the right hinge. it looks like aluminium on the left wherase the right looks like steel. that is why it brakes on the left. I really think you should fix my computer under you recall action.
john: If you like I can send you a picture of the broken hinge
john: if that helps you to figure out how to handle my case
Robert: I do understand your concern.
Robert: I am sorry As the your Notebook does not come under the recall, we cant arrange the free mail-in repair for the Notebook.
john: does that include free mail-in, back and forth, and free repair?
Robert: John, as you Notebook does not cover under the recall , we cant arrange the free mail-in repair service for the Notebook.
john: why would my laptop not be covered under the recall. it has the same exact problem as everyone else. please double check with your supervisor. show him this website: http://www.notebookhingecrack.com/2007/11/05/another-hp-dv9000-notebook-hinge-crack-update/
Robert: I understand your concern.
Robert: Accourding to the serial and product number you have provided the Notebook model is HP Pavilion dv9200 CTO Notebook PC.
john: no. it is a dv9000 pavilion notebook pc.
Robert: Let me explain you.
Robert: John, your Notebook maodel is dv9200 CTO which comes under the Dv9000 series, and you r Notebook model is not coverd under the recall option.
john: what exactly is covered under the recall option?
Robert: Once we check the warranty of the Notebook we will get the information whether it is recalled or not.
john: so how much would the repair cost for me?
Robert: The paid mail-in repair service for broken hingus is $298.00
Robert: I can arrange a mail in service for the Notebook on charge bases, in this process you have to send the Notebook to the HP Service Center were the technicians will diagnose the issue and will resolve it.
Robert: And after the repair process is done there will be a 90 day warranty on the repair which is done by the HP technicians, if you come across any issue in this 90 days the issue will be fixed for free of cost
Robert: the estimated cost of this repair process would be 298 USD and in this process the complete hardware on the Notebook will be diagnosed and the issues will be resolved
john: that is too much. I will call a case manager on monday. I still believe my laptop should be fixed at no cost to me. this is clearly a manufacturing defect and HP should recall ALL defective laptop to avoid losing customers like me. bye robert and thanks for your help.
June 29th, 2008 at 3:47 am
Purchased HP Pavilion dv9235nr March 15, 2007 at Best Buy. Last night, June 28, 2008, hinge on bottom left cracked and small nut fell out to desk; hinge now seems loose and am not sure how long it will support screen. Not sure what to do but will contact both HP and Best Buy.
June 29th, 2008 at 4:47 am
case manager has offered to fix mine for free should get the box in the mail tomorrow.
June 29th, 2008 at 4:56 am
kari, would gladly be included in a class action , would like to at least get mine fixed first…. i know it will only break again and they put me through hell.I blamed my wife for breaking it we argued about it then i assumed my daughter had somehow gotten ahold of it. if they would have only recalled it! please email me info at nortonl74@hotmail.com
July 3rd, 2008 at 10:44 pm
Same story as everyone else. Purchased my HP Dv9205 from Best Buy 16 months ago. Never left my desk and I treated it like a fragile baby. Hinge on left hand side broke, started pulling away from the screen.
Yesterday I called HP as it is out of warranty by 4 months. They gave me a case number. Why they bothered I dont know as they said it would cost me min. of $300 but it could run to as high as $700. They suggested I buy a new one! Unsympathetic. I was very professional and did not rant or rave - just too shocked to respond.
The number of complaints on this blog site is also shocking - Bring on the class action suit! I’m all for it.
July 7th, 2008 at 8:51 pm
Came home today to find my girlfriend sitting on the couch looking scared. she stared at me for a moment, i could tell she was trying to choose her words carefully. She started off with “you know i would tell you if i broke it, but i didn’t…”
i’ll admit i was a little upset, but looked it over real close and it didn’t appear to have any physical damage. It seems the plastic case weakens after being exposed to the constant heat. The case has poor ventilation i suspect and/or runs to hot. but all it would take is a small crack and then over time opening and shutting it would just weaken it more and more. but yes, very bad design. going to call HP tomorrow and see what i can find out.
July 11th, 2008 at 5:29 pm
OK I have an update to my hinge problem as stated above (see #184). I followed the advice to contact Hp through the “on-line chat” process and was 100% successful in getting my Hp Pavillion dv9000 hinge problem resolved and it did not cost me anything… The whole process took approximately 2 - 3 weeks and I have to say I was extreamly impressed with the response I got from the Hp service. At first they were a bit skeptical but they were receptive to my story and it got esclated right away. My laptop now is completely repaired and they even replaced a few other parts making the laptop very much like new. My case manager “James” was excellent with numerous followups and email…I was dissapointed at first when the hinge problem happened but I must now admit that Hp has really taken care of me…I will definately buy Hp in the future…This is a real story folks please tell Hp about all these other cases that took care of the problem !!!
July 14th, 2008 at 9:25 pm
WOOOOOOOOOOOOOOOOOOOOOOW, this is crazy!!
I paid $1500 for my dv9000 almost 2 years ago, and just recently my left hinge has gone out too! I take very good care of my computer and $1500 is alot of money for me, so needless to say I am pretty upset, just like everybody else on here.
I just talked to HP online support after reading through this site, and I will keep you posted on status of my repairs, a case manager is supposed to be calling me within 24 hours…
July 16th, 2008 at 12:06 pm
WOOOOOO!!!! HP just offered to fix my dv9000z ct for free! Last night after reading this site I decided to use the online-chat support. The person had obviously seen my problem before, and within minutes sent my case to a case manager. I was then called this morning, by a case manager named Gilbert (more on him later). He said that he was doing me a favor and the best he could do for my out of warranty laptop was give me a half price discount on the 200 dollar repair. After talking with him it didn’t seem like it was going anywhere with him, so I just gave up talking to him. Then, after some more reading on here, I decided to call corporate a couple minutes after hanging up. I pressed 0, then 2 for the operator, and was directed to case management, where I was able to get a case manager named Susan to take over my case. Funny thing is, when she checked my case number, she found that the name attached to it was Luis, and not Gilbert. I’m not sure what was up with that, maybe him not wanting to fill out the papers and trying to give me the runaround, but I did give Susan his extension number so maybe something fishy is up with him. Anyways, Susan was very nice, and after talking to her manager said she’d give me a free repair. We even talked about the weather, and places we lived. Hell I actually enjoyed having this phone conversation with a customer service rep, it was quite amazing. After about 20 minutes she had all the paperwork filled out, and I should be receiving a box within two days. AWESOME! Don’t lose hope guys.
July 18th, 2008 at 5:58 pm
^^^
To go along with that, the online chat support is total CRAP. I talked to 3 different guys on 3 seperate days and each time they said they were “escalating my case” and a case manager would be contacting me within 24 hours, yet each time nobody ever called.
So now I will be calling corporate too…
July 18th, 2008 at 7:01 pm
Congratulations James:
I’ve not been so lucky…
Plz add me to the list of disgusted, defeated, and totally outdone HP DV9000 notebook owners.
I purchased my laptop last August…still have two payments left as a matter of fact! I will admit that it has served me well (if I ignore the constant overheating and the short charge the battery holds), but this crack thing really has me MAD!
I have the same exact crack in the same exact spot, the lower left hand side of my screen right where the lock is and everyone is acting like they’ve never heard of this! What gives? I’m a single mom with health issues and I recently got a job processing phone orders. I need my laptop. It already has the company’s info on it…what can I do?
I can’t afford to pay the $298 to have the thing repaired…
Check I’m still paying for it…and I certainly can’t be without it for a week!
Has anyone heard anything about HP issuing a recall? I will be calling coporate first thing Monday morning.
Guess the commerical is right…
Dude…I should have brought a DELL!!!
July 21st, 2008 at 7:22 pm
I’ve bought the hp dv9005us back in Nov. 2007. The same thing happened to my laptop, the left side where the security lock is located, the hinge broke off too. How do I go about fixing it, or is there like some sort of recall for this laptop?
July 21st, 2008 at 7:33 pm
dv5000
Just for clarification I bought my dv5000 in 2006. I thought the crack that developed in the lower left was my mishandling. Although I hadle my computer very carefully. I am surprised to hear this is an ongoing flaw. Of course I am way out of warrenty, andd HP will fix it for my for $400.00. What can i do?
July 22nd, 2008 at 5:55 pm
I’ve received a call from Constant, case manager, at HP, she said that HP will handle the broken hinge at no cost to me. She was very nice and very prompt. I asked her if there was a recall on the dv9000 series, so said “no, there is no recall.” I would like to thank everybody who posted some very good 411. thanks
July 23rd, 2008 at 7:46 pm
zv6000
I bought a zv6000 and was sold the extended warranty by the large chain store. Both hinges broke, left first, then right, the next day, in normal use at on my desk. One popped/broke while I was typing, the other while lightly closing the lid. The unit had low use, as I had a workstation and when used, it was normally sitting at my desk, as my place of employment supplied PCs. I called the large, well-known retail chain waranty number, who stated that it was just out of the warranty. I bought the unit when the chain store was promoting HP Notebook computers. I have older notebooks of other brands that have never had an issue like this. After viewing the responses here, I will contact HP corporate offices to remedy the issue and follow-up with their response to issues such as these. I appreciate the input of others.
July 24th, 2008 at 7:56 pm
I had the same problem in my HP9335NR. I’m in for any action against HP to cover this flaw.
Thank you,
Mariano
July 25th, 2008 at 8:32 am
Purchased HP Pavilion laptop from Circuit City in 2/07 and my left hinge just cracked (the computer has never left my desk and has been taken good care of). The entire side of top has now split open…it will cost $240 in HP parts alone to repair. There is recall on wireless card which went bad a few months ago, but you must ship laptop in and be without it for a week. Spent hour on phone with HP and they would not admit problem and have not issued recall on hinge (but rep did say this is a crappy computer with cheap Korean processer rather than intel and that I paid too much for it at CC and I should buy a new one for $1300 direct HP warehouse…unbelievable!!) The local, small, independent computer repair store I use near UK campus here in Lexington, KY has had 3 HP laptops come in with same cracked hinge recently. This computer also came installed with VISTA (brandnew at the time) which has never worked with my HP color laserjet 4-1 scanner even after I paid Firedog to come out and install a new driver. I can’t imagine ever buying another product from HP after these experiences.
July 30th, 2008 at 10:57 am
My computer recently broke also and I thought that I had done something wrong. Now apparently I am reading that there are other people having the same issues.
July 30th, 2008 at 5:33 pm
I too had the defective crack on my lappy. Two of them, in fact were defective (HP replaced the first because it was shocking me). Later, the graphics card (also defective) broke and then after sending it to HP, they told me it was broken (my fault) and that they would replace it if I gave them over $1000. I told them to check the graphics card and they said that every component on the motherboard was fried (which is strange because I could POST it using the VGA out, could boot into Linux off the cd-rom, and could run diagnostics that ALWAYS failed once going out of baseline VGA — I even parted out the machine for its HDs and RAM — which both still work to this day, after they sent it back). So… defective case AND defective graphics card. How sucky!!!! The worst thing is that my laptop broke and I was without one for a few months of school (right before finals).
Gus Class
Microsoft
University of Washington MBA, Class of 2008
August 1st, 2008 at 3:26 pm
Thank you Thank you Thank you!!! my 9207 developed the left hinge problem in early June- almost 2 weeks after warranty ran out.
I called HP Customer Service and was given the out of warranty $298 bit- I told them to get —-ed- $2000 computer and poor design. It was still useable if you held front and back above the hinge in opening and shutting it. Still a pain.
Yesterday I decided to do Google on hp laptop hinge problem to see if it was common. Walla found your site and called HP headquarters. They said they would have someone call me back in 24-48 work hours. Twenty minutes later I received call asking what the problem was. I described it and told of this webstite. He was alittle put off and told me that the site was not official and unit was out of warranty. I figured I ‘am screwed unless I play hard ball - but before I could he stated it was close to warranty and shoudl be fixed NC, took my address and return box was sent todya. Very professional with all info available in email ehty sent and address to track the unti there and back here.
Restores my faith to some point that Customer Service is still important.
Thank you for the info and the help. Will check back in when it is returned.
Andy
August 4th, 2008 at 6:10 am
I bought HP Pavilion dv 9000 April last year. This laptop has been on my desk the entire time, treated with car. Unfortunately the left hinge broke, I called HP tech support. I was transferred to India, talked to a person who I barely understood. I has been explained that the computer is out of warranty, not included in any recall so I want to have it repaired I need to pay $278. I was in shock, asked for a manager, given corporate number. No case assigned because I don’t want to pay. I was very frustrated and disappointed with the service, probably I won’t buy any HP product, esp. Computer related. I will make sure my friends and other people I know won’t make the same mistake like me.
I found a website that explains how to repit by yourself.
http://www.insidemylaptop.com/repair-replace-broken-hinges-hp-pavilion-dv900
August 7th, 2008 at 5:44 pm
my dv9000 has done the same thing and everytime i talk to hp they are like sorry pay 298$
the whole situation frustrates me because I did nothing wrong used it like any normal usage
August 8th, 2008 at 7:51 am
I have a pavillion dv8000 that had the same problem. I just broke at the left hinge yesterday. All the info seems to be about the 9000 series. Anyone else have the problem with the 8000?
August 15th, 2008 at 8:13 am
My hinge on my HP Pavilion ZV5320US this summer…..I’ve only closed my laptop no more than 30 times in 3 years. It won’t hold, if I let it go it will just slam down. I have to leave it up against something so it will just stay up because it will fall backwards too.
August 15th, 2008 at 4:51 pm
well i called up and got the exact same bit. 298 to fix, i said well look this isnt my fault its poor design. she kept telling me how it is my fault and they will only consider this customer damage. she said they cannot repair this for free because of the fact that an unauthorized website people post that they have the same problem and got theirs repaired for free out of warranty.
so i then said but it is a design flaw and not customer damage, since the exact same thing has happened over and over to others, enough that hundreds of people have made a website about it. and she wouldnt budge. when i asked to speak to someone higher she said that she was the senior case manager, which i do not believe at all.
after about 20 mins i asked her for her name and number. she told me her name was Janine Gabriel at 1 877 917 4380 ext 94. i will be calling back for at least the next week. i will be contacting the better business bureau as well as sending the Connecticut attorney general this information.
if anyone has a number they used that actually posted positive results please post it here
August 15th, 2008 at 4:53 pm
My HP dv9005 is exactly 1yr 7mo old. I have taken excellent care of it, certainly never dropped it. I just got a really long separation up the left side of the lid beginning at the hinge. I will NEVER buy another HP Laptop.
August 19th, 2008 at 4:13 pm
I am in the same situation as everyone else with the dv9000. My warranty is done, but the hinge just cracked on the left side. The split extends up the side of the screen. Guess I will try to keep using it for now. Glad I’m not alone, but mad that HP obviously doesn’t give a crap.
August 20th, 2008 at 1:21 am
i have the same problem like u all have,the left hinge broke just after warranty,i am out of US.i will take legal action once i reach US.this is manufacturing defect.they must recall it.
August 20th, 2008 at 6:40 am
update to 8/1 post - received my return box and as I had told them I was removing the HD which they were ok with- sent unit back and it took about 10 days in shop which I understand- recieved unit back yesterday and inserted HD and got - NO OPERATING SYSTEM INSTALLED - called tech support and they they said they had replaced the entire motherboard and updated BIOS and they would need unit with HD in it to reinstall OS without loosing the info on HD- so they issued another return RA
At first they wanted to know if I had done a recovery disc when I first got unit- which I had not- then they were going to send out recovery software but after a couple holds decided they wanted the ehtire unti wioth HD this time in order to save HD info- I am not computer savy so I am going to be able to not loose my HD memory? much business sand photos on it
August 20th, 2008 at 6:53 am
Pat- #213- and all others looking for best way to get satisfaction look at #108 - TakeIT2 from 3/6- floow the instructions to call HP Corporate and who to ask for- worked beautifully for me and others- they have been extrememly prompt and professional addressing this issue - even out of warranty-
August 20th, 2008 at 8:11 am
guess it helps to replace HD in slot #1 instead of #2 - am pretty stupid a times - everything works great!! hinge feels solid though I wonder if they have made a real improvement to it or I face another problem in 12 months-
once past the Tech Support $298 BS and I went to corporate as described above HP help has been excellent and very professional
Am donating to Adams’s site and suggest if it has been help to any of you in getting your units working at NC that you do the same-
Thank you Adam
August 20th, 2008 at 10:11 pm
Hey all,
Great Site… So glad I came across it.
I purchased my laptop about 15months ago. The warranty expired. I called HP customer service line and got the run a round. They wanted me to pay $298 to extend my warranty. I declined, got transferred to tech support, they wouldn’t help either since the warranty was expired.
At that point I was done. I took a breather then found this number
877-917-4380 HP case manager phone number.
I called them up. I talked to a Christy at extension 95.
I did NOT have to pay a cent to get my laptop repaired. Make sure to back up all your personal infomation as they WILL format your hard drive.
I have a FED EX box coming in a few days to return my laptop to HP for repairs.
If you have any questions around this, please ask. I will be more than happy to assist you.
This boils down to customer service.
Thank you,
Josh
August 24th, 2008 at 8:40 pm
update to 213.
after the phone call with janine i talked to someone over hp support chat, who set me up a new case and the next day i was contacted by mike fobair from HP. he told me they wanted to make good on this and sent out a box via Fed Ex and has told me everything is covered at no charge to me. I have received the box and just took some files off the HD and am shipping it out tomorrow. I will update upon return of the laptop!!!
August 30th, 2008 at 4:48 pm
Its crazy because the same thing happened to me…and I had to pay $400 to get my notebook fixed, not by HP though (it was just after my warranty was over)!
August 30th, 2008 at 5:15 pm
HP CAN SUCK MY NADZZZZZ. I got my hinge problem broken for free, only to get my computer back and within 2 weeks HAVE THE FREAKING WIRELESS CARD GO DEAD ON ME. Thank you HP, I can always count on your sh*t products to give me a headache.
August 31st, 2008 at 9:50 am
I spoke with the secretary of the president of the HP operations division. Anyone in customer service is going to defer your complaint a supervisor who is going to do absolutely nothing. After a lengthy and somewhat livid conversation HP agreed to repair my laptop at no charge for the hinge cracking issue. If you wish you can call them to possibly get your similiar situations resolved as well. Her is the telephone number. Good Luck 800-756-0608 Option 7.
August 31st, 2008 at 9:54 am
PS here is a attorney that is filing a class action lawsuit against HP here is the link
http://www.lawyerseek.com/Practice/Consumer-Protection-C21/HP-DV9000-Laptop-Hinge-Cracks-P168/
COPY AND PASTE TO YOUR BROWSER
August 31st, 2008 at 3:56 pm
I am having the same problem with my Pavilion as well. Purchase in Jan of 2007. I just spoke with one tech at HP and of course i got the “I’m sorry but the warranty has run out, nothing we can do” Crap! I will not advise anyone to buy HP after the problems I’ve had with their computers. My first one lasted only 1 year before the hard drive crashed.
August 31st, 2008 at 5:00 pm
I just recieved an email from HP saying, what sounded like, my hinge issue was going to be fixed free of charge. I will post again when i hear back. I replyed with the specific question of whether it was going to be free or not, cause I’m not paying for something they screwed up on. Hope to have good news for everyone soon.
~Melissa
September 3rd, 2008 at 6:52 pm
Update 220:
I received my laptop back from HP and they fixed everything for FREE. I shipped my laptop out on a monday and received it back on Friday. Very quick turn around time.
I noticed my LCD screen has dirt/debris so I called my case manager back at HP and they will replace my LCD screen with a new one.
I must tell you, the case managers are on your side and will assist you anyway they can. Just remember to be calm and explain your issue clearly as I did and now I have a fixed laptop.
September 7th, 2008 at 8:57 am
My computer just as everyone other poster has the exact same problem. I’m in college and assumed one of my roomates cracked it and just felt bad about telling me. I have serched forever and finally found this website and thank goodness I am not the only one with this problem. I called HP and what do you know……no help. I’m a sophmore so the computer was bought just over a year ago, by about a week so its not under warranty anymore. Being in college it sucks that I’m going to have to spend money I really don’t have to send this away when it’s obviously a problem of HP’s and not my own. haha well i guess it is my problem now…
September 11th, 2008 at 12:46 am
Same Hinge Breakage problems my two HP Pavilion 9000 Series Notebooks. Also, both Notebooks run extremely hot. Both Notebooks were purchased 14 months ago. Warranties have run out on both.
The first one which is my children’s Notebook which occurred two months ago. Both hinges broke to where the screen practically lays flat and Lcd panel is slipping out.
Now, my Notebook’s Hinges are beginning to weaken as well, and I began having issues with the wireless internet not being found.
I found several forums to which this topic was discussed. Luckily I found this site as well. After reading each and every one of the comments on this site, I took on the challenge of contacting HP Online Chat Support and spoke with ‘Debra’.
I cited the “Design Flaws” with the Notebooks, and I pointed out I understood there were thousands of people with this same known issue. I also pointed out that this was obviously not a warranty issue.
Debra confirmed that my warranty had expired but told me not to worry. She also told me they were aware with some of the HP Notebooks having the Hinge problem.
In regards to the overheating issue - she gave me three steps to go through - A Bios Reset, A Bios Update and a Re-Install of Power Management Settings. I was also instructed not to place Notebook on a soft surface.
She of course created two case numbers for me and said that a case manager will contact me within two days.
Debra was extremely helpful and also volunteered to send a copy of our chat session to my email.
I will update if/when I hear back.
September 12th, 2008 at 11:22 am
My dv9000 left hinge has made a strange noise ever since I bought it, Nov06. I thought is was the sleep switch but now, like all of you, it’s cracked and I’m looking at a $500+ repair at the local shop. what’s the status of getting HP to recall and make this right?
September 12th, 2008 at 5:51 pm
And here I thought I had somehow “abused” my laptop! Same story as everyone else, my dv9000 was given to me as a christmas gift 2006. A couple of months ago, I started noticing the popping on my left hinge. I would just snap it back together, not wanting to deal with a lengthy repair process. Finally I contacted a local repair shop, they quoted me $100 for the hinges and $50 for labor. They replaced the hinges same day for me, but told me the little plastic bits are broken and need replaced ASAP. Their distributor doesn’t carry the part, but they can get them for me (for “hundreds of dollars”). I am going to try some of the links and phone numbers I have seen here. This whole time I thought HP made a good product that they would stand by???
September 12th, 2008 at 6:18 pm
Quick update, thanks to this website I went to HP’s website and spoke with technical support. Nikki told me to mail in my laptop and they would repair my computer, but unfortunately my warranty is expired so I would have to pay for it. I mentioned that I had been to a website where hundreds of other people were expressing similar problems and included the link to this site. Her next comment was that since HP was aware that “a few” people were having problems with their dv9008 hinges, she would pass along my information to the “concerned department” whatever that means. Thanks to everyone for posting here, letting me know I am not alone and that I should stand up for myself!!!
September 18th, 2008 at 10:50 am
Hi, I have a 1½ old hp dv9091 laptop with a cracked left hinge. It also had heating problems, burned up something in the computer and the warranty covered it, so the shop gave me a new motherbord.
The not so funny thing is the left side will open when I move the screen and I can’t close the thing either.
I live in sweden, and the shop I bought the laptop from want me to pay 730$ to rapair it.
WTF am I going to do?!
September 20th, 2008 at 10:14 am
I have the same problem. I started hearing a cracking noise after 1.5 years in the lower left frame of the LCD screen. This laptop has had low usage. After a few more gentle attempts and opening and closing the laptop screen, the laptop screen has now split wide open on the left side. My $399 Acer laptop is better than this HP junk. Do not buy HP laptops - you will waste your money since there are always problems after the warranty runs out!
September 22nd, 2008 at 2:05 pm
I bought my HP Pavilion at Frys Electronics in Phoenix, 4-7-2007. I love the machine, it preforms and provides me all that I need. However, my partner bought the same machine 3 months later. Now, 16 months in, neither of us can use our machines. The cracked hindge has captured both of them. In addition at nearly the same time, both of our wireless functions went out, so we cannot see a wireless network or connect to the internet. This seemed to have happened the same time the hindge went out on both computers. I took it to Data Dr’s as the hard drive was also failing at this same time. They could not fix, I am out of warrenty, Fry’s offered $900 to repair with no guarentee of the work. HP - You need to RECALL this design flaw and replace our investments. This issue will deflect me from ever purchasing anything HP ever again. >>>>BRING IT ON
September 23rd, 2008 at 1:53 am
Just found this website by googling “HP laptop cover coming off.” I, too, have a crack that is continuing to worsen with time. My HP dv9000 was purchased in December 2006 from Best Buy, the loosening began about six months ago. My laptop is used as a desktop replacement, so it is not carried from place to place and does not take typical laptop wear and tear. This is extremely frustrating. I had a DELL desktop for 7 years with no problems, but decided to get the HP laptop when it came time to replace it. If HP is giving such poor customer service, I will never buy another one!
September 24th, 2008 at 6:44 pm
Same problem as everyone else. My laptop is about 2 years old already though. I thought HP was better than this. How disappointing.
September 24th, 2008 at 7:15 pm
My laptop is about two years old and the lower left frame where the security lock started making noise whenever I closed and opened the lid. Last night it finally cracked and my warranty expired in March. My laptop was well taken care of but I’ve begun to notice a lot of defects with this laptop like the overheating and defective (short) battery life. I thought HP made better products than this.
September 26th, 2008 at 12:41 pm
Update: I mailed HP (in Sweden) and spoke to them, after threatening to take legal actions against them because I know of the hinge problem-thanks to this site, HP promised to repair the hinge for free.
Will update how it goes.
BTW I have also ordered a dell laptop now, never more HP for me!
And Iäll donate some money to this site if everything goes well
September 27th, 2008 at 3:23 am
I purchased HP laptop DV 9000 in may 2007 and the hinge in the screen broke in jun 2008.
September 27th, 2008 at 12:03 pm
This site is great thanks to who ever had the link to the hp recall papers, my laptop now has a new screen hinge and system board free from hp thanks guys!
September 28th, 2008 at 12:00 pm
I had the same problem, but was lucky enough to catch it right before my warranty expired. After lengthy phone conversations and HP’s insistance that I purchased my laptop three month before I actually did, HP fixed it for free.
September 29th, 2008 at 1:53 am
I had a crack on the left bezel/ hinge of my dv9010us and i sent it back to get it fixed, they fixed it but created a pressure point on the right side of the screen which creates a small area on the screen that is more dim then the rest, about 1 year later now my left hinge is again cracked and its becoming a nuisance, I’m a student and I rely heavily on my laptop to carry me through my work, I paid 1000$ for peace of mind and serenity, not unreliable garbage, and i’m demanding they fix it
September 29th, 2008 at 2:07 pm
Another succuess story here..
My hinge cracked a few days ago, I called HP and found out I was just ONE WEEK out of warranty, the lady on the phone was diligent that they would NOT be able to repair it so I started to get worried.
But then I went on HP web support. I HIGHLY recommend you do this instead of calling them, I didnt even have to argue to get my case escalated
Pratik Amin : Hello, my laptop is a dv9000 (dv9612ca) #############(PN) ###########(service tag) running vista.
Hunter : Hello Pratik.
Pratik Amin : The problem with my laptop is that one of the hinges as the back is breaking off, this is in no part my fault as I have no dropped the laptop, furthermore I have found several other people on various websites that have the same problem. I would like to get it repaired
Hunter : May I have few minutes while I check for the Notebook warranty information?
Pratik Amin : sure, I think I am a few days out of it.
Hunter : Let me know whether the issue with the left or right hinge?
Pratik Amin : The right one
Hunter : Okay.
Hunter : I have checked the warranty information of the Notebook and found that the Notebook is out of warranty.
Hunter : In this case, I will escalate the case and you will receive the call from HP.
Hunter : Please provide me the phone number?
Just like that It was escalted. today I got a call from a case manager who was said I needed to fax proof of purchase, I said I didnt have it but my warranty should prove it has been under 18 months. And just like that he started the repair order. Spent about 10min on the phone.
My advice is USE THE ONLINE CHAT!,
October 1st, 2008 at 10:14 am
Exactly the same problem.
October 4th, 2008 at 11:33 am
This is a clear case of design/manufacturers flaw. It is not a warranty issue at all.
I have had a bad experience with HP service. All the reps agreed that it was an unfortunate issue and it was a flaw, but no one was able to help.
I am going to follow this up till the end because I feel HP is morally wrong on this particular issue.
October 6th, 2008 at 9:28 am
Me and my husband bought two of the exact style HP laptops in Feb. 2007 and my laptops video cord went out on it a month after we bought it and it was fixed under warranty. In Sept. 2008 my computers LCD Bezel DV9208 broke at the hinge on the left side where the lock is located, I took it to best buy and they told me it would cost at the least $400.00 to fix it because it is not under warranty anymore. So now it sits open on our dinningroom table so it will work. Hp really needs to fix their problems with their products and help the people who have purchased their products in good faith. A laptop should have a longer life then 18 months.
October 6th, 2008 at 5:28 pm
I closed my HP dv 9000 last week and the left hinge broke. The laptop is only 16 months old and this occurs. Any place to purchase the left hinge and left frame rail?
October 9th, 2008 at 3:57 pm
ref:249
talk to hp, if its under 18months they WILL fix it for free, you just have to fight for it a little
October 10th, 2008 at 9:59 am
hp stands by its products, they repaired the hinge problem , hp has stood by it guarantee without fail.
if you request federal express on shipping to hp federal express stands by the guarantee that they will deliver on time and hp will honor the consumer and make good on it product and repair or replace it.
they are both the best in the business , if they are not they don’t get paid.
honest services, thats what you can expect from hp and fedex. honest services .
In this corrupt world of business cons, these two companies, earned the rare jewel of “consumer trust”
they earned that praise from performance,, and standing by the product one that you can belive in.
just the facts, action speak louder that words
October 10th, 2008 at 2:50 pm
I bought my HP dv9220 from CompUSA in January 2007 with a two year extended warranty. This week my laptop split open from the left hinge on up. CompUSA says the warranty only covers accidents to the LCD and not problems with the plastic case. My laptop is older than 18 months so HP wants $300 dollars to fix it. I wonder if I should have waited for the LCD to accidentally break instead.
October 15th, 2008 at 11:00 pm
follow up- just finished online chat with hp. They are shipping box to me and will repair FREE both the wireless problem and the cracked bezel/frame/cover and hinges. I didn’t get the ‘you have expired warranty’, bit and never had to mention this website. THanks to all who posted and got HP to listen, it workedfor me hopefor the rest too.
October 16th, 2008 at 10:36 am
Timeline
Laptop hinge breaks: 08/15
HP Online Chat: 08/22
Received box and shipped: 08/25
Initial Return date: 09/03
Adjusted Return date: 09/16
Adjusted Return date: 09/29
Will it ever return home? First off let me tell you about the chat. I mentioned the problem and asked what my options where. The rep checked my warranty (out) then offered to have it fixed for a minimum of $320. I stated that I was under the impression that HP honored the quality of their own products and that it was easily discernable that this (hinge) is a common problem and therefore a design flaw. The tech replied with “we are not in the business of giving out free service”. I stated that I sought no free service and simply wanted HP to fix their faulty engineering. Silence in the chat window for a minute, as I wrote out the next response. I then stated that I am an IT director for a consulting group and that I make large amounts of purchases for desktops, servers and printers monthly. I also pointed out that I am in fact the ‘tech guru’ of all of my friends and family; and how we are all noticing how Dell is really coming along in customer service. I will most certainly let my opinion be known to everyone I know.
Almost instantly a response was posted that directed me to call my case manager and that the repair fee would be waved. Great, the laptop will be repaired, but I am still stuck with a company that obviously has no concern about proactively satisfying its customers with a quality product and good service.
Now. The laptop was sent in and had been delayed as the timeline indicates above. We are around 1/10th of a year that I am without my laptop. Had this been a car, I would have had a loaner car to use. Unfortunately this is my laptop, which I conduct business on, which is how I make my money. Oh and I use money to buy laptops. See how that circle works?
To clarify, HP has just lost me along with my immediate friends and family as customers. These friends and family will then spread the same information to their respective friends etc. The loss of customers is not due to having a broken hinge and this is where I hope HP is reading this; it is due to your inapt ability to respond to your own faulty hardware (twice now for me). Due to sarcastically belittling your customer while on a support chat wondering if I can get a loaner laptop. And due to the fact that I am without a laptop for many days now because you do not have time to fiddle with 9 screws.
The kicker. ZD7010. This should send shivers down the spine of HP product managers. The ZD7010 was some of the worse engineering I have seen in a laptop. Just to let some of you DV users know, the ZD was the first 17 inch laptop that HP released. Oh and get this, it had a full desktop P4 in it. Heat problems that would render the video processor useless. This was the laptop I had previously. During that time you could find 100s of sites talking about what a lemon that laptop was for a host of reasons. It took a FULL YEAR of badgering to get it replaced. Well HP, I have learned my lesson. Good riddance.
For everyone else here, reading these comments, make sure that you let your experience be known to those that you know.
October 16th, 2008 at 8:13 pm
I purchased a hp dv 900 about over a year ago. It was within the same year when the split on the left side of the screen appeared. I immediately called HP customer service, but they claimed that the damage on the computer was not covered in my warrantee. Its been about half a year since the call, and the small split had spread to a big crack. Now I can’t even close the lid.
October 20th, 2008 at 4:14 pm
Ok, well I was advised by my computer guy to post this.
I have a HP Pavilion dv9000
This unit was a replacement laptop for my original HP under it’s original 3 year warranty.
I received this replacement unit in January 08, my original 3 year warranty ended March 08, the hinge cracked May 08.
My kind of luck!
Knowing my original warranty had expired, I took it to our local computer shop.
They advised me to contact HP as this was obviously a product defect.
After reading the posts here, I know i have no chance at all as I have no exisiting warranty.
So what are we to do? I have not been able to clost my laptop since the hinge cracked in May. I am actually using the laptop now to type this out. I am surprised it still works.
October 22nd, 2008 at 7:54 pm
Just glad this site is here. I have a dv9000 that has been great since may of 2007. But I bought it at Compusa with 2 year repair. I will be calling them manana. Hope it works. I will report back as soon as I have some news. What I did notice and I did not read every entry here, but I wonder if it has to do with the security key lock feature thing a ma jig, locking up. Even if you have never used the said lock. It appears that it breaks away from the back panel screw mounts, and the hinge stays in the closed position when you try to open it. It is obviously a HP defect. I expect this to be corrected. For I have made statements over the years (since 1999) that HPs are great, because all 3 of mine have been outstanding with no problems until now. I hope I do not have to go shopping for a new computer company.
October 22nd, 2008 at 8:38 pm
Okay, I have figured out a way to open and close the lid with out causing more damage. It is obvious that the lock is the issue. HP IT IS DEFECTIVE. THANK YOU! For what ever reason the lock freezes in one position. So when you try to open the lid the screws that go through the lock hinge to the back cover break away from the plastic screw mounts. Next the left side actually stops turning (as you open the lid) on the acutal hinge and breaks away from the frame metal frame around the screen (which is on the inside of the plastic cover). So now the lock stays in one place and each time you open and close the lid you break more and pieces of plastic and the seam of the plastic cover begins to split up the side.
PREVENTIVE TECHNIQUE:
This is my new fix. It is not pretty. For I know nothing about computers. BUT if you need a flat head screw driver large enough to fill the space of the key hole. Use a flashlight to look inside the key hole and look for the actual metal key hole inside the plastic cover. Insert the head of the screw driver into the metal key hole. MAKE SURE IT IS INSIDE THE METAL KEY HOLE BEFORE YOU TWIST. And as you open or close the lid with one hand, turn this screw driver with slight gentle force with the direction of movement of the lid (opening or closing). This will prevent further spliting. I found it easiest to have the broken side facing me when I do this.
WARNING: I do not know what I am doing. This works for me. Your hinge may be more frozen than mine is. And you may break it further using my method. This is a balance act because the computer is so light. But it may help you out.
My next goal is to get CompUSA to fix it.
I hope this helps.
October 22nd, 2008 at 8:40 pm
NOTE: I did not spell check my last post and there are some extra “and” and “if” that make me sound like a third world service plan. Sorry.
October 25th, 2008 at 3:27 pm
Hi Guys,
I bought my hp dv9000 back in Nov 2006 at Circuit City. Now I am having the same problem with it. I started hearing an popping noise when I opened it and now the left side hinge has cracked and opened the whole left side of my screen. I am very upset. I cannot see the screen now and so I cannot back up any of my info. I took it to CC and they kept saying my warranty does not cover “accidental damage” I tried to explain to them that I did not break or drop it and they just told me to call CC solutions which I did and they could not help me either so today I called HP and the lady was very nice but she said that if my computer was under warranty she would send me a box to ship it but it has expired. I asked to speak to a manager and she said they don’t work on Sat & Sun so I am calling back on Monday. Someone is fixing my laptop!!! For free!!! this is clearly a HP defect…. I will keep you posted.
October 26th, 2008 at 6:23 am
Okay, HP from sweden fixed my hp now, after 2 moths of waiting (!) I have also sent a little donating to this site btw
And oh, wait a sec, I also bought a new dell latop. Well, my bad luck continues, the new latop has 4 pixelprobelms, they changed the motherbord, speakers and the cdplayer scrached my CD too, so they chanhed it to. Yay (not!)
October 26th, 2008 at 6:30 am
I work for HP and now, as long as the notebook is under the factory warranty, they will fix the left hinge at no charge. And if it makes anyone feel any better, my father-in-law has a dv9033cl and the left hinge just broke a couple months ago, definitely out of warranty. So that means i get to purchase the hinge, (there are some pretty good deals on eBay) and replace it myself. And the way that Jay has been opening and closing the notebook is the same way i have been. Its not good for the notebook, but it works.
October 27th, 2008 at 12:49 pm
Well Amy, good for you that you work for hp, I guess.
But it doesn’t help any people here on this site with the hinge problem considering the problem is a manufacture fault in the beginning.
Why should people buy used parts on eBay? Believe me, I have looked there too, and you also have to bay the cover to completely fix the cracked plastic too which also gets damaged when the hinge crack. And besides, not many people here have ever opened a laptop, you just think they will turn into specialist over one day?
No thanx, stop defending hp
October 28th, 2008 at 2:18 pm
Well, Today I called the Compusa warranty help line 1 877 520 8324 and spoke to both Tom and Supervisor George #4319. And they refused to repair the damage citing that if it is physical, accidental or plastics it is not covered under my 2 year warranty purchased for $200 extra dollars via Compusa when it was a store. No where in the warranty does this statement appear.. I will say I was a bit angry, but I held back on further comments the best I could. Next HP. And of course I will be contacting Federal Warranty Service Corp of Tampa Florida to speak to a CEO. The battle has begun.
October 28th, 2008 at 4:41 pm
My dv9000 went the same way as all of yours this weekend. The lid would not open as the broken hinge had misaligned the screen. The hinge had been going for awhile, I just didn’t realize the creaking sound upon opening was a sign of things to come. This is a 17 inch screen. Found this site and felt hopeful that I could encourage HP to take care of it for free. I started with the chat help and was quickly escalated to a case manager. Case manager called me the next afternoon. After explaining the problem, cracking frame near the security hole, I was told the repair would be $299. The computer was well out of warranty having been purchased in Dec. 2006 for 1300. I told the case manager, Mary Quiroz, that I felt this was unacceptable and mentioned this site as well as the excess heat in the upper left corner of the laptop that seemed to be causing plastic fatigue. She offered a 20 percent discount and I continued to stress the engineering and manufacturing defect. She said she understood how important my computer was to me and offered me a 50 percent discount, 149 for the repair. I said I felt that HP had made a mistake in the design of this computer and in good faith should fix it for free. She said that was as far as she was willing to go. I refused the offer but she asked if she should keep the offer open and call me the next day. I said okay. When she called, I accepted her offer. Options were limited. Attempt a repair myself, (there is a website where someone has posted a very detailed fix, included grinding metal and pop rivets.) take HP to small claims court (likely win, though probably take months and the screen is falling apart after three days), begin a letter writing campaign with HP (again, time problem with a machine that will need duct taping soon) or just cough up the cash and get over it. I chose the latter.
October 28th, 2008 at 7:37 pm
I purchased my hp9210 notebook Sept. 2007, almost exactly a year later and with very minimal use, (Sept. 2008) the left hinge just broke! I called HP and of course they claim no responsibility and that is was abuse from me, this is absurd! Total BS! I then contacted the store where I bought it, they claim theres nothing they can do. We ended up having the laptop fixed at our expense $270.00. Oh yeah, by the way this was an HP rep. and they claim we were opening the laptop wrong, unitl I told them we didn’t open it that way at all! My daughter needed a laptop for school and the salesperson tried to sell us an HP and while I was there I told him exactly what happened to ours and also there was some other customers that heard me and turned away from the HP computers. If HP don’t stand behind their product when there is a manufactures defect then I wont recommend their product. I tell everyone I know this and I also tell these people to tell everyone they know.
October 28th, 2008 at 10:06 pm
I purchased a dv9005us about 18 months ago, and the left hinge broke about a month ago. HP has been giving me the run-around about the issue since the hinge broke. I finally decided to send a love note to the CEO of HP, and within two days of mailing it, I got a phone call from a case manager informing me that a box was on the way, and that my laptop would be taken care of. They are also going to replace my motherboard to fix a wireless card issue and overheating problem. For all of you that have not had any luck with HP, DO NOT TAKE NO FOR AN ANSWER. Put the screws to them in a stern but professional way and you can get things accomplished.
A couple years back, I had a controller card problem with a zv6000 series laptop, and I threatened to sit in front of the ceo’s doorstep at the Houston office until the problem was fixed. It was taken care of immediately. Good luck everyone.
October 29th, 2008 at 11:51 pm
My left hinge on my dv2000 just broke
I’ve had it since 09/2006, so it’s been surviving well…
After accusing my family of breaking it, I came across this site to find that its HP’s fault and they are defective.
What does it take to file a class action lawsuit when hundreds of people have had the same exact problem?!
I have no warranty so I’m going to battle customer service and threaten to file a lawsuit, you think that would help?
I will try to update
October 31st, 2008 at 8:52 am
Hi just wanted to let you guys know about my experience with dv9000 . My sis bought it from the US and it was working fine for one year .. As soon as the warranty expired… I started experiencing problems with the hinges.. The right one just popped and broke and the left one also broke in another two weeks.. I contacted the local HP care here in India and they didnt have any clue about similar kind of problem.. The display works fine but the hinges are totally destroyed.. Have given it for repair, the service center says they will change the display and charge for it , if no advisory has been issued by HP..
Wat #$@#$!!!!
November 1st, 2008 at 11:17 pm
My Chat session….I’ll let you know what happens….
William XXXXX : casing coming apart above security lock, presumably the result of failed left hinge. Google search returns many people experiencing this particular design flaw. Is HP providing a fix for this flaw? Computer is treated well and rarely moved.
Morrie : Hello William.
Morrie : Welcome to HP Total Care
Morrie : My name is Morrie.
William XXXXX : hello
Morrie : May I know, did the notebook was dropped anywhere accidentally?
William XXXXX : No. The computer has been treated well and is rarely moved at all.
Morrie : Thank you for the information
Morrie : I will do my best to assist you in this regard
Morrie :
Could you please provide me the serial number and product number of your notebook?
William XXXXX : SN: XXXXXX PN: XXXXXXX
Morrie :
May I know when this issue started?
William XXXXX : In the last two weeks
William XXXXX : problem is widespread, as I am sure you know. See www.notebookhingecrack.com
Morrie : I see from our database that the warranty of your notebook expired on: XXXXXXX
Morrie : Yes, you are right.
Morrie : Let me check I can do for you in this regard
William XXXXX : Yes. Notebook is out of warranty. However, the problem is not my fault. It is a design flaw affecting thousands of owners.
Morrie : I understand your concern
Morrie : I have checked for the information and found that….
Morrie : As the notebook is out of warranty we do not have the option to arrange free mailin service directly. However, I will escalate this case to concern department they will either either you on phone regarding this issue or directly arrange for mailin service
Morrie : For that I need to create one case
Morrie : Please provide me the following details
* Name:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
* E-mail:
* Call back time(exact time with time zone):
Morrie : either call you*
Morrie : Sorry for typo
William XXXXX : provides requested information
Morrie : Thank you for providing all the details
Morrie : Please provide me few moments while I create the case
William XXXXX : Does HP not have a recall or some type of relief for the same problem being experienced by so many customers?
Morrie : Yes, HP have a recall on this type of issue.
Morrie : That’s the reason I am escalating the case
William XXXXX : That’s great, thanks.
Morrie : You are welcome
Morrie :
Thanks for your time and patience.
Morrie : I have created the case and forwarded to concern department.
Morrie : Here is the case number: XXXXXXXXXX
Morrie : You will receive a callback or email within 48 hours
William XXXXX : Do you have any idea what I can expect? Will I be charged only for the shipping of the machine to HP?
Morrie : No, the serivce will be free of cost.
Morrie : (including shipping)
William XXXXX : OK. That’s great. Are we done then?
Morrie :
1. HP sends a box to you(end user customer - should take 1-2 days)
2. you have to pack the unit in the box
3. you have to send the unit in with the return label provided in the box
4. Service center receives the unit and repairs it
5. Service center sends the unit back to customer
Morrie : Yes, I have already forwarded the case to concern department
Morrie :
Is there anything else I can assist you with today? I am not in hurry but want to make sure that we are not missing anything
William XXXXX : OK. I think we are done. Thanks for your help.
Morrie :
If you need any assistance from us feel free to get back to us anytime, we will be glad to assist you.
Morrie :
Thank you for using HP Total Care and giving us an opportunity to serve you
through Real-Time Chat. Please contact us again if you require any further
assistance. We are available 24hrs a day, 7 days a week.
Morrie : Bye and Take Care!!
William XXXXX : Any idea how long it will take to get machine back?
Morrie : Have a nice time!!!
Morrie : The turn around time will be 6-7 business days
William XXXXX : Thanks. Goodbye.
November 2nd, 2008 at 6:34 pm
I have 2 HP-pavilion dv9202ea laptops. (from march 2007) with 1 year warranty. Problem with one laptop: the left side splits open by opening and closing. Will contact HP soon.
Nanki, The Netherlands, Europe
November 4th, 2008 at 8:09 am
I’m so thrilled to have found this site - my college daughter’s DV9000 was purchased in May of 2007 - I was concerned she’d have to be without her computer for months while being fixed- looks like we can have this done over Christmas break.
Bill - thanks so much for posting the online conversation with the rep- now I’ll know exactly which wording to use.
And to think - I thought she’d accidentally closed the lid on a pencil or the like….
I’ll report back on my experience as well.
November 7th, 2008 at 2:26 pm
- 5-11-2008 Email send to HP in The Netherlands
- 6-11-2008 Answer HP, they asked for photo’s
- 6-11-2008 I send 5 photo’s of my laptop
- 7-11-2008 received answer from HP, next week they will collect, repair and return my laptop. No costs.
In Europe, The Middle-East and Africa their normal warranty of 1 year is extended for an extra 24 months. See HP-site.
Nanki, The Netherlands, Europe
November 11th, 2008 at 10:26 am
I have a dv 9005 which is rarely used and on upon opening it last Satureday found I have the same problem,( broken on the left hinge), as everybody else. I had no idea that this was acommon issue and was thinking of buying a bezel and fixing it myself but judging from the commenyts in this blog it seems to be a manufacture broken by design issue. Of course I am out of warranty, however I will try HP to see if they yet have a response to this issue.
November 11th, 2008 at 10:29 am
dv9074cl amd x2 nvidia 7600.
Hinge just cracked and I am out of warranty. I also suspect that I have not had the GPU failure since I always use the laptop on a cooler pad - it’s a matter of time though.
I’ll try HP support and I should not have to pay for them to fix it.
November 11th, 2008 at 12:42 pm
I did the email chat with HP and they took my information. Within an hour a rep called me and Hp will repair it for free. Now thta was excellent service. maybe all the complaintants that have gone before me smoothed my ride.
November 12th, 2008 at 10:17 am
If you guys want to do it yourself
Here’s how: http://www.insidemylaptop.com/remove-lcd-screen-inverter-board-hp-pavilion-dv9000-laptop/
Here is part 432963-001: http://shop.ebay.com/?_from=R40&_trksid=m38&_nkw=432963-001
starting from US$20
November 12th, 2008 at 12:02 pm
thank you for this awesome website..follow the instructions on the website!
even if your notebook is out of warranty they will fix your laptop. try to talk to a case manager thats the key!
the filipino outsourced reps don’t wanna lose their jobs and won’t try to hook u up.
once u get on the case managers line, be calm and explain the faulty hingue issue. they will hook u up.
simple as that.
November 18th, 2008 at 6:36 am
see numbers 271 and 273
Excellent service from HP.
UPS came Thurday-afternoon 13 november 2008 with a special laptop-box to collect my broken laptop. It was send to HP-Repair Centre in Weiterstadt in Germany. Today 18 november UPS returned my laptop. HP installed a complete new cover on my laptop. No costs at all.
Nanki, The Netherlands, Europe
November 19th, 2008 at 7:37 pm
Here’s a great tip for all of you whose warranty has expired … but you purchased the computer with *ANY* credit-card that has a VISA logo on it, assuming you’re eligible. Yes; ANY credit card such as a Bank of America check card. Call 800 followed by VISA911 (it’s owned and operated by Visa - no worries). They will tell you if your card has “buyer protection” and, if so, it DOUBLES the Mfg Warranty on EVERY purchase you made using the card. Isn’t that just swell?!
I’ve used it numerous times now and it’s a breeze - a quick call to the aforementioned number, answer a few questions (opens the claim), get a Claim# and you’re set - regardless of how long the repair takes … as long as you make this initial call inside your VISA-extended warranty window. Then, once the paperwork arrives, fill it out, enclose a copy of the purchase receipt as well as a copy of the Mfr warranty (get from the web anytime … but best to grab at time of purchase) and mail it back. Visa will contact you to authorize and PAY FOR the repairs OR replacement - whatever is applicable.
November 20th, 2008 at 12:39 pm
hp pavillion dv200 laptop, left hinge crack lid now doesnt close properly.
November 22nd, 2008 at 11:37 am
I am amazed that HP still sell Pavilion notebooks knowing that the defect still exists! It is obvious that we made the purchase being satisfied with the notebooks spec, learnt to live with the heat, and up until now loyal HP clients.. do they expect us to remain so when it comes to replacing the machines.. I doubt it. And over 40,000 dissatisfied customers is a suficient number to drawn international press, and in these difficult credit crunch times when we must look at every penny, cent, pupee, spent or saved, HP must take this seriously!! Given that they continue to sell these notebooks.. we are within our rights to take legal action.. and at the very least, make our voices heard in the HP Boardroom. A threat of boycott against HP would cause considerable concern.. we should have our machines replaced at their expense.. in the same way that sony and toshiba have recalled their products due to defective batteries!
So glad you setup this site.. and thanks for all the documentation!!
November 22nd, 2008 at 11:43 am
Sorry, I forgot to add, my pavilion dv9000ea left hinge cracked last night, hours before a business presentation!!
Whilst I find HP online support to be one of the best available, its lack of attention to design and manufacturing details has forced me to recommend moving to another company!
If we all make that clear to HP, someone in the ivory towers where their shareholders and investors sit, will take note. Who today can afford to watch customers walk away!
November 22nd, 2008 at 7:18 pm
I just got my laptop back in less than a week. It took me 5 hrs on the phone over two days to get them to take the computer back but they did all the work for free…. just keep after them and keep asking to escalate it to a “case Manager”. You will probably get stuck in India, but if you keep after them you will get State side and they will fix the problem… Great experience!!!!
November 24th, 2008 at 9:45 am
Thanks to this site, i got my hinge replaced a few months ago. I fought with people on the pjhone over 3 days before somebody acknowledged the issue.
Today, I received this in my email:
******************************************************************
URGENT SUPPORT NOTIFICATION FROM HP
******************************************************************
HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program
HP is offering a Limited Service Enhancement Program through
May 31, 2009 for the left display hinge on the HP Pavilion dv9000
notebook PC serial number that you registered. If you experience
a broken left display hinge before May 31, 2009 or previously paid
for a left display hinge repair, please refer to the HP website
at: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no action
is required on your part.
Sincerely,
Hewlett-Packard Company
Good Luck to all who have unresolved issues!
November 24th, 2008 at 11:48 am
I got that email to. Thankfully enough of us complained that we are getting the problem fixed at no charge to us. Way too go!!!!! I’m on hold now to speak with someone and get my hinge fixed before it gets any worse…. If thats possible.
November 24th, 2008 at 12:34 pm
It seems that HP is finally “Officially admitting to a problem with the hinges.
See the following link:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512#step2
November 24th, 2008 at 12:59 pm
2 months ago, I’ve spent hours with tech support, and finally spoke with a case manager who wasn’t helpfull at all. i was about to order the part from ebay and get it fixed.
I received the email as well, and now, by force, they have no choice, but repair it. The best of all: it’s FREE
good works all of you guys by insisting on the issue… For those who already gave up and got it fixed at their own fees, send HP the receipt, and they will reimburse your money.
Cheers.
Mess with the Best, Die Like the Rest
November 24th, 2008 at 1:28 pm
I bought my Pavilion DV9009NR on Black Friday 2006. I don’t recall exactly when it started cracking apart but it was very noticeable in a year (the entire assembly would bow out if moved at all) and unfortunately was outside the 1 yr manufacturer warranty. I had just assumed that HP would disavow any responsibility for it, so I turned to BestBuy. Fortunately, I had purchased the extended warranty with BestBuy, who first replaced the entire screen (the invoice said it was around 600 to repair), then repaired a wire that hadn’t been tucked away during the repair, and then approved me for an exchange after attempting to repair a blue line that appeared down my screen. Now I own a Toshiba and I am pretty happy (Vista OS aside). However, I am glad to see that HP is taking responsibility for their mistake.
November 24th, 2008 at 3:48 pm
Way to go guys!! I have been following this case for a very long time. I am one of those reps you speak to when you call HP, and I have personally reconized this defect for over a year (had many phone calls about it) but unfortunately I have never been in a position to be able to provide customer’s with a free repair outside of their warranty period. Now that the issue has been officially recognized by HP, I will be very happy to finally be able to help my customer’s with this and offer them a repair for the hinge even when they are out of warranty!
If you have not already, please follow the link for more information on the service enhancement program.
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
November 24th, 2008 at 3:57 pm
I had the same problem as everyone else.
Although my laptop is two years old and not under warranty
Take these easy steps to resolve.
Call: 877-917-4380 ext 95
Ask for Cole. He is a Case manager.
VERY IMPORTANT: Be nice!
He is aware of the problem and will not admit to any fault by HP. However, after chatting him up for a minute, he agreed to send me a box so I could send it in for repair.
I got the box a day later, packed it up and sent my laptop to HP.
Five days later I received my laptop with a shiny new screen and new hinge….ALL FOR FREE
I will continue to be an HP customer.
HOpe this helps some of you.
November 24th, 2008 at 4:07 pm
HORAH! looks like we won folks
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=ca&docname=c01611512
November 24th, 2008 at 5:06 pm
Here is the e-mail I received right after the hinges went on my dv9000.
******************************************************************
URGENT SUPPORT NOTIFICATION FROM HP
******************************************************************
HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program
HP is offering a Limited Service Enhancement Program through
May 31, 2009 for the left display hinge on the HP Pavilion dv9000
notebook PC serial number that you registered. If you experience
a broken left display hinge before May 31, 2009 or previously paid
for a left display hinge repair, please refer to the HP website
at: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no action
is required on your part.
Sincerely,
Hewlett-Packard Company
I called the number and spoke to a super nice customer service agent. They answered the phone right away (I was on hold for maybe 20 seconds!). He took my info and they are shipping me out a box that he says I should have tomorrow or the next day. It was an absolute joy to not have to argue with them. Kudos to HP for recognizing that this was a problem and rectifying it.
November 24th, 2008 at 6:41 pm
Well, it seems that HP is now acknowledging the issue and making amends:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
November 24th, 2008 at 11:16 pm
I too got that e-mail. It was in my junk mail folder so be careful,I almost deleted it. Anyway, I just now got off the phone with a rep and after only about 1/2 hour, a box is being sent to me to repair my laptop. I really think if it wasn’t for this website,none of us would be getting our laptops repaired, free of charge. I urge everyone to go to the website that Kevin Powers(post #285)posted and call HP,you WILL finally get your laptop repaired. Thank You to notebookhingecrack.com
November 25th, 2008 at 2:50 pm
I have a dv99233cl purchased at Costco in March of 2007. A few months ago, I noticed that the left side was misaligned and that when I closed it (not too often) it wasn’t a smooth action. A month ago, it started getting worse, and I would have to hold the screen in order to close the notebook and do it very carefully and slowly. Then, two weeks ago, I started to hear a popping noise every time I closed it. Then, it finally cracked a little (at the hinge) and I’d have to really hold it to close it. Now the screen case is open along the left and bottom. Called HP. They will do the repair. I will update on resolution.
November 25th, 2008 at 2:52 pm
*** I’m trying to post my experience, but am told that “I have already said that”. ??? Anyway, here is my last try.
I have a dv99233cl purchased at Costco in March of 2007. A few months ago, I noticed that the left side was misaligned and that when I closed it (not too often) it wasn’t a smooth action. A month ago, it started getting worse, and I would have to hold the screen in order to close the notebook and do it very carefully and slowly. Then, two weeks ago, I started to hear a popping noise every time I closed it. Then, it finally cracked a little (at the hinge) and I’d have to really hold it to close it. Now the screen case is open along the left and bottom. Called HP. They will do the repair. I will update on resolution.
November 26th, 2008 at 1:24 pm
I *just* replaced mine myself. Called HP and ordered the hinges, then I get that email.
I just got off the phone with them they are refunding the money ($77.00) for the hinge.
November 27th, 2008 at 8:08 am
i have a dv9000 for about a year and the same problem the left display hinge is broken, its comig off all the way around my display and theres a strange noise i mute it and i cant hear it but i want to listen to music and its there if i turn the volume up you can hear it louder….i need some help!!!!!if its possible thnx!!
November 27th, 2008 at 9:13 am
Way to go people! My dv9000 broke at the left hinge about two months ago. I did major surgery on it with 2mm bolts now coming through the top…HP technicians should get a kick out of my repair when they see it next week.
This will be the second time back for this computer. First time was from a complete power failure. Computer was HOT so I touched the power button to shut down and discharged a spark. Computer would not power up after that. Paid $400 to send it in and they could not duplicate problem…seems to have fixed itself during the trip across country! Now I see another recall very similar symptoms but my model was not listed. I’d really like to get part of that $400 back!
November 28th, 2008 at 12:31 pm
I had the exact same problem with the hinge breaking. I called HP, and my stress was relieved when they said they offered free repair AND shipping for the left hinge.
At first I thought that they would be understanding, and assume the right hand side break was similar to the left…
Not exactly…
They basically said I was screwed, either $400+ for repair, or fix it myself.
Great customer support, HP, great customer support.
November 29th, 2008 at 4:34 am
Hi guys,
i have purchases my HP Pavilion dv9008nr via BestBuy online back in february 2007. I then moved outside of US and curently residing in Europe (Bulgaria to be exact). First problem (just 3 months after the purchase) I had was with media controls lights going dead (touchpad). I have contacted HP customer service, they sent me couple of files to update the drivers which did not resolve the problem. Then the controls stoped working comletely (DVD,volume…etc.) As the laptop is 17 inches I am using it as a desktop replacement, and is not being moved or missused at all. Then I have started to close the screen at the end of working day because it gets dusty and I take good care for my things. When I closed the screen (lid) i heard a cracking sound and the laptop was not closing easy. Then I did see that the left hinge is cracked and there were small pieces of plastic fallen around the hinge. I did not touched anymore and I am not closing the screen anymore as it will break completely. Recently I had an “Urgent e-mail update from HP” and my p/n is there. Since I live outside US they did nit offer me any real solution…they wanted me to send the laptop to BestBuy (from Bulgaria? and the cost is on me) and then they will sent a box with prepaid postage to them, fix it and the return the laptop back to THEM. I will have to pay the shiping to/from US and will have to deal with taxes and customs once again. So i have decided not to do it, but I wil never purchase HP (or DELL) again (not good for the economy!!!?). I asked them if the repair is possible in Bulgaria as they are selling this computers here and have warranty and service, but they said NO…because in Europe they probably do not have the appropriate parts. Funny.
November 29th, 2008 at 11:29 am
Another success story here. It took speaking with 3 different people, but once I got a Case Manager, the problem was taken care of.
I am donating some cash to this site’s creator. (as should everyone who has benefitted) I truly believe that without you I would have just assumed that I was screwed. You saved me so much money!
THANK YOU!!!!
November 30th, 2008 at 5:53 pm
I purchased my dv9040 notebook in Dec 06 and the left hinge broke about 8 months ago…I have been dealing with it until I found your website. I called HP and they basically told me that my computer was not within the timeframe of the enhanced service repair they are offering. As I am a former IT person I opted for the FREE hinges to be sent. After taking my notebook apart I realized that because the hinge cracked it actually broke the plastic from the cover that encased the small nuts that helped support the hinge in place. I’M SCREWED unless I want to shell out even more money for a cover!!! I have recommended and purchased lots of HP notebooks but this is the last. I am awaiting my new apple…THANKS HP for YOUR support!!!!
December 2nd, 2008 at 9:59 am
HP has sent out an e-mail looking to resolve this. I have not had this problem yet with my 9074cl, but this e-mail came today Dec. 2, 2008:
HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program
HP is offering a Limited Service Enhancement Program through May 31, 2009 for the left display hinge on the HP Pavilion dv9000 notebook PC serial number that you registered. If you experience a broken left display hinge before May 31, 2009 or previously paid for a left display hinge repair, please refer to the HP website
at: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no action is required on your part.
Sincerely,
Hewlett-Packard Company
December 5th, 2008 at 7:44 am
Same old. Pavilion dv9000 started cracking 3 days ago and is getting worse. Purchased from PC World (UK), but called HP first when I was told they had owned up to the design fault. HP (UK) told me it is the responsibility of PC World to fix, so gonna try them now. I may be back.
December 5th, 2008 at 3:28 pm
Sent my broken dv9000 out Monday, got it back today, Friday, good as new. I figured they may be backlogged with repairs but that was not the case. Very happy with the four day turnaround. Thanks for taking care of this HP!
December 7th, 2008 at 12:42 pm
I had my HP dv9220 repaired by HP in October for the hinge crack problem. Now the LCD screen has gone dark and splotchy and they want more money to repair it. Unfortunately my notebook does not fall “within the included serial number range”, it just had all the symptoms. My serial number starts with CNF …
December 11th, 2008 at 10:36 am
Thank you so much. I have just completed a chat with the HP tech, which I wouldn’t have known to do without your site. They are sending me a box and promise to fix it under a ‘one time replacement’ plan my DV9008nr falls under. We’ll see how it all works out. Thanks again to all of you with your stories.
December 13th, 2008 at 12:43 pm
I just got my dv9000 back and the left hinge was fixed without any problems. HP was very helpful and I had the laptop back within a week.
December 15th, 2008 at 5:51 am
accidently uninstalled my hp total care adviser how can i recooperate it.
December 15th, 2008 at 2:11 pm
I bought an HP dv9207us laptop in May 2007 for 900$. Well after around 1 year, 2 months, the left hinge just broke off exposing a large part of the LCD and at that same time, the display went blank too. I got a mail from HP saying that the left hinge is a known issue so, I sent in the laptop for repair and they said that the hinge problem has been fixed (because the warranty was extended), but the display problem requires a motherboard replacement and that they would charge me 300$ for it.
They seem to have addressed the cause (left hinge) but what about its effect (LCD going blank)? Shouldn’t that be also covered under warranty? How can suddenly the hinge go off and the display also go blank at the same time? I am stuck with a 900$ paperweight after 1.3 years.
I think I am done with HP. I would rather put 200$ more and get a non HP laptop than part my money with HP anymore. I will also convince my contacts to not purchase HP stuff.
December 16th, 2008 at 12:29 pm
I purchased my new HP Pavilion dv9000 from Circuit City back in February 2007. In September 2008, the left hinge broke along with the casing around the screen. I called HP and they pretty much blew me off. So with no other choice, I paid a computer store $226.00 tor repair my computer. On November 24, 2008 I received the urgent HP message saying they would now repair my computer and to contact them for people who had already paid out of pocket. Today 12/16/2008 I did indeed called HP for a reimbursement for my repair and AGAIN was pretty much told they were sorry but they had stopped reimbursing as of December 1, 2008. What a big bunch of crap!!! I asked to speak to a supervisor who also told me the very same thing that they were sorry but would not reimburse anyone after December 1, 2008. I told them that is wasn’t fair and that all good HP customers should not be treated that way. I refuse to give up this quickly and I told them. I intend to go further up the ladder until I am treated right. If you have any suggestions, please post a.s.a.p!!! I WILL NEVER BUY FROM HP AGAIN AND I INTEND ON TELLING EVERYONE I KNOW HOW BADLY I WAS TREATED BY CUSTOMER SERVICE. p.s. I even told them I had a receipt to show them all parts replaced and repair.
December 16th, 2008 at 12:34 pm
I would also like to add that I also asked the supervisor that I was talking to as to why didn’t it say in the URGENT HP email that they would not reimburse anyone after December 1, 2008. His response was it was a internal error made by his department. ARE YOU KIDDING ME?????
December 23rd, 2008 at 6:46 am
Well, I have the same issue with my DV9000. I got online to figure out how or where to fix it and found this site…WOW!
I guess I will have to call HP and go my rounds with them now
.
December 24th, 2008 at 10:23 am
Although this does not fix a broken hinge after it’s already broken, you can do this to help prevent a broken hinge in the first place. Periodically drop a single drop of thick dishwashing liquid soap onto the exposed hinge shaft (to lubricate the TIGHT nylon bearing in the hinge) and also slip a common business card underneath the hinge. The business card acts as a heat shield, and will prevent about 90% of the processor’s heat from reaching the hinge. Rather than getting HOT to the touch after extended computer usage, the hinge only gets mildly warm. Hope this helps you get better life out of your left hinge (the problem hinge).
December 25th, 2008 at 5:37 pm
I bought a HP pavilion 9207us in april 2007 and the left hinge was cracked. I contacted HP and they said as I live in brazil I have to send my laptop to a friend in the us to get it fixed. But I don’t have any. This was the first and the last notebook I buy from HP.
December 31st, 2008 at 12:47 pm
Does anyone know if this is the same defective hinge that they are just doing a direct replacement with? Or are these improved hinges that won’t just repeat in another year.
January 10th, 2009 at 11:20 am
Bought my dv9009nr in late November 2006 and the infamous left hinge broke in just over a year. Set it aside and bought another laptop with the idea that I would buy parts and repair it myself. But another year went by without my ever getting around to it. Then the recall notice came, so I called, got the free box, shipped it out on 12/23/2008. Yesterday I got email and a call saying they wanted to talk to me; I figured they might want to replace some cracked plastic. Instead they said they wanted to replace the motherboard at a cost of $318.86. No thanks. Just before shipping it out I had reinstalled from the recovery partition and the MB was fine. Going online I see the customer service order status is showing out-of-warranty and a service charge of $318.86, though I told them to ship it back to me without replacing the MB. I assume that the order status just hasn’t been updated with my instructions just to ship it back to me and I’ll eventually get it returned for free someday. As if a 2+ year old laptop that I bought for less than $800 is worth a $318 unnecessary (unless they went to the trouble to break it themselves) repair. I wonder how many people fall for that bait-and-switch? What a bunch of jerks.
January 17th, 2009 at 9:26 am
I HEARD ABOUT A RECALL FOR LAPTOP HINGES FOR 9000 CAN YOU CONFIRM THAT THANKS
FROM THE DATE I PURCHASE I NOTICE THAT NO CLOSE IN THE RIGH WAY BUT I DONT PUT ATTENTION ON THAT
January 20th, 2009 at 7:56 am
rom HP:
HP is offering a Limited Service Enhancement Program through
May 31, 2009 for the left display hinge on the HP Pavilion dv9000
notebook PC serial number that you registered. If you experience
a broken left display hinge before May 31, 2009 or previously paid
for a left display hinge repair, please refer to the HP website
at: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no action
is required on your part.
Sincerely,
Hewlett-Packard Company
January 21st, 2009 at 12:25 pm
HP is offering free repair now through their website. Simply go to HP.com, select support, search for your model number and there should be a cracked screen bulletin on the right side of the screen.
I was able to use the live chat (online support) to create a case and they’re sending me an RMA return shipping box via mail and will offer 7-10 business day replacement.
Not happy aout losing my laptop for ~2 weeks but with the economy in the crapper i don’t have the luxury of splurging on a new laptop either.
January 21st, 2009 at 12:25 pm
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01611512&lc=en&dlc=en&cc=us&lang=en&product=3369389
Above link is a direct link to the service bulletin.
January 25th, 2009 at 7:14 pm
I purchased my HP dv9000 series laptop (model dv9399ea) on 29th December 2007, my right hinge got broke and in turn broke my chassis by end of November 2008 the laptop started showing signs of crack on the chassis, in the beginning of December 2008 the chassis cracked next to the right hinge.
Since then three calls were made to HP UK (was connected to some where in Europe) before they would even log a case of my laptop being damaged. I was eventually asked to send pictures of the damaged area by email, once they receive them they would call me back. Once sent the photos I was never called back for a month upon which I had to call back.
The customer service agent said they apparently registered the wrong phone number, (even though in my email I sent the photos I made sure I wrote my number in just in case!)
Upon calling them they asked me to resend the email as they can’t find the email as there’s too many to trawl through! Having gone through the appalling service so far I remained patient as possible and I resent it and finally I had to call back next day to confirm they received it. Apparently they told me the technicians had a look at the photos and they concluded they are ‘cosmetic damage’ therefore they couldn’t service it under the warranty, indicating cosmetic damage possible caused by me damaging the laptop! (when the photos clearly shows no scratches or dents on the chassis or cover so no falls or bangs occuring. In fact I had never had to take the laptop out of my house since I bought it). If I wanted repairing I was told I can get it repaired for £250 flat fee.
I had repeatedly said and did my utmost to explain the pictures does not show the internal damage as the chassis is not broken to that extent that the hing can be seen with photos alone. However the laptop’s right hinge is broken as the right hand side of the screen is loose and the screen/lid comes off loose if I try and open or close the lid, however not to avail would the customer service agent try and understand or acknowledge the problem.
I was instead fobbed off by the agent saying this incident have never occurred in this line of the HP laptops!
January 27th, 2009 at 6:51 pm
I also have had this broken left hinge on my dv9000… it has been broken for a few months. I got a pop up on my screen the other day saying it was a known issue and would be fixed for free… after getting the run around all day today they have finnally gotten back to me and said that my serial number is not in the range that will be eligible to get the free fix. he said anything CNF716 and under is elegible and mine is CNF725… has anyone else had this problem where their issue wont be fixed because of the serial number?
January 29th, 2009 at 6:20 pm
this is ridiculous enough is enough . let get the thing recalled and fixed properly. fed up after spending 1600$ and getting nowhere. left end crack and seperated the screen . i have had it.
February 5th, 2009 at 6:06 am
well i email HP and they are fixing my unit . free of cost
i guess we got lucky on this one
February 9th, 2009 at 7:03 pm
Thanks for this site. I had this problem and was thinking of taking it into the shop soon or dumping a bunch of super glue into the hinge area. I was stoked to find out this is covered and will be repaired for free.
February 10th, 2009 at 8:22 am
My daughters dv9000 split on the left side, my guess is that the threads on the back bezel stripped out, don’t know what happened to the screw as the plug (screw cover) was still intact, very dissapointing. Prob never buy HP product again if this is their quality. Will cost at least $100 for the back Bezel not incl. labor (mine or someone elses). All that for a 1 penny flaw.
February 11th, 2009 at 5:45 pm
My lap top hinge broke about 10 days ago. (left side.) Used it twice since then, being VERY careful with it.
Then today, the monitor stopped working all together. Thank God a client of mine is a computer tech and alerted me to this issue! (that others have had the same problem) I am hoping big time, that it will be covered under this program. If it’s not, I am going to be very p.o’d. I have 3 desk tops at home, and don’t need another one. (if I have to hook it up to a tradtional monitor) Has anyone had any problems with the monitor going, too?
February 23rd, 2009 at 11:33 pm
Well, I guess I got a lemon because my case on my dv9009 hasn’t cracked yet and I’ve had it since 12/2006! When it started heating up, I got a 2-fan cooler and never power up without it! Makes a HUGE difference. BUT, the cd/dvd lightscribe drive has decided not to recognize dvds. It will read and write cds just fine, but just ignores my dvds. HP says I must have ‘flashed’ the drive…which I never did. Just gonna ride this puppy till she dies…then I’ll get something other than HP. Thanks for the website.
February 25th, 2009 at 7:14 pm
dv9030us
After one year, one USB port failed to work and fan was always running on high
After 2 year mark hard drive 1 failed, i replaced myself, wifi intermittent so i use ethernet instead
At just over the 2 year mark the computer went blank while working on it. No signs of life. AC adpater outlet does not light up,
Called HP….they made me pay up front ($417) for a new motherboard no matter how much i complained this was exactly the same issues people with the broken hinge are having. They said it cant be the same issue because I have an intel chip and the wifi and power problems are for 9000 series with an AMD chip. Very frustrating they cant accept their own products demise…wish it had all happen before the one year mark! Stay tuned!
February 26th, 2009 at 8:21 am
OMG i am so so so SO glad that I came across this website!! My warranty is out and my screen cracked a few months ago and I just knew I was gonna have to pay a fortune to replace it. I have the dv 9205 and i was wondering if anyone with this series is haveing issues burning cd’s… My laptop wil play cd’s as well as dvd’s but it wont reconize blank cd’s at all.. I’ve tried every kind of blank cd EVER… lol… if anyone knows what I can do about it please feel free to email me-pretty_in_pynk25@yahoo.com .. and again thanks so much for this website
February 26th, 2009 at 6:45 pm
Like Hal, I feel HP tried to rip me off while they were fixing my hinge problem. I got a call from them telling me that my hard drive and optical drive were dedfective. They said they had erased my harddrive upon receipt for my security. They were now unable to reinstall the factory software. They wanted $300+ to fix both problems. After demanding they fix it free from several people, i gave up and told them to return the computer and I would replace the drives myself. They did return it and lo and behold, both drives worked and all software and personal settings were still there. They apparently lied about erasing the harddrive and were just trying to make some money of me. By the way they did a nice job fixing the hinge problem.
March 3rd, 2009 at 5:14 pm
im in the middle of round one with hp canada on this matter
were at the supervisor stage, looks like iv got a struggle on my hands
March 5th, 2009 at 8:08 pm
This is rediculous how many people have had problems with hp. just to add too it my hinge is snapped on the left hinge, took it to ware i brought it and i was informed that it would cost $400 if i sent it back and thats just for a quote and then another $100 + for the hinge repair. i found a good tutorial if anyone wants to try it themself. http://www.instructables.com/id/Indestructible-repair-for-the-broken-HP-DV-9000-la/
March 6th, 2009 at 10:33 pm
I had my HP sent back for repair on a number of issues including a hinge crack. They had my computer for 3 WEEKS and set it back to me in the same condition I sent it to them. When I called them back and spoke to a US case manager, I was pretty much told that the only solution is to send it back to their service center even after threatening to sue. Two weeks later, my right hinge cracked as well, so my computer was hingeless. I fixed all the issues I had by myself (broken w key, grinding fan noise, hinge crack), only to now have red static on my screen (possibly a pinched wire or video card failure), PXE errors from BIOS on boot (reflashed BIOS, it’s still there), and now NOISE INTERFERENCE FROM MY AC ADAPTER TO MY IPOD DOCKING STATION!! This computer is such a piece of $HiT I really want to make a Youtube video of going Office Space on it. NEVER AGAIN WILL I BUY AN HP PRODUCT FOR MY ENTIRE LIFE!!!!!!!!!!1
March 7th, 2009 at 2:13 am
the front plastic screen bezel JUST broke on me while trying to move around the wires to stop the red static…………now i have to buy new plastic bezels………….FUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUKK HP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Never ever again!!!!!!! Not a camera, or a printer, or a piece of paper. Let this company die!!!!
March 7th, 2009 at 2:16 am
by the way, i shipped my laptop without harddrives so they wouldn’t clear out my data in order to eliminate software failure (because they’re too idiotic to do diagnositcs)….anyways, when they had my computer they claimed it had PCB failure…power to the hard drive failure. It doesn’t take a genius to notice that there was NO HARD DRIVES intstalled when they had the computer. Morons. Complete morons.
March 9th, 2009 at 8:07 am
I just found your site and just had my left hinge break on my DV9010. I’ve had this for over 2 years now and below is the service chat with HP from this morning.
jonathan sawn : Limited Service Enhancement for Left Display Hinge Eligibility. Broken left hinge.
[An agent will be with you shortly.]
[You are now chatting with Sheldon .]
Sheldon : Hello Jonathan.
Sheldon : Welcome to HP Total Care.
Sheldon : Are we still connected?
jonathan sawn : yes
Sheldon : Thank you for the confirmation.
Sheldon : May I request you to elaborate on the issue to assist you further?
jonathan sawn : my computer has the well-known defect of a broken left hinge
jonathan sawn : upon some research, I have found that there is a program that addresses this issue
Sheldon : Okay.
jonathan sawn : i would like to have this defect fixed as HP has recognized it as a widespread issue
Sheldon : Sure.
Sheldon : Could you provide me with Serial Number and Product Number of the Notebook?
jonathan sawn : s/n: cfn637193x
jonathan sawn : p/n:ez453ua#aba
Sheldon : Thank you for the information.
Sheldon : Please provide me the shipping address and the contact number to arrange for a mailin repair.
jonathan sawn : (Contact Info Removed)
Sheldon : Thank you for the information.
Sheldon : Let me explain you the mailin procedure.
Sheldon : Once we arrange the mail-in service, You will get a box with in 2-3 business days to pack the Notebook, and you have two options to send the Notebook to repair. 1) Pack the Notebook and call the nearest FedEx and ask them to pickup the Notebook at door step. 2) You can pack the Notebook in the box,and drop the Notebook on your own at the FedEx.
Sheldon : I would like to inform you that in the service center all the data in hard drive may be deleted and the system can be restored to factory settings to troubleshoot the issue completely.You may back-up the important data before sending it in for the mail-in service.
jonathan sawn : okay
Sheldon : Is there anything else I may assist you with?
jonathan sawn : i just want to make sure that this issue will be taken care of free-of-charge
Sheldon : Yes, you are right.
jonathan sawn : okay, that sounds great
jonathan sawn : I will eagerly await the box to ship my computer for repari
Sheldon : Is there anything else I may assist you with?
jonathan sawn : that is all for today
jonathan sawn : thank you
Sheldon : You are welcome.
Sheldon : Thank you for your time and patience.
Sheldon : 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.
Sheldon : Bye and Take care.
Sheldon : Have a great time ahead.
When I’ve had issues with my HP products, I have always had good luck getting them repaired. My computer is obviously out of warranty, so that speaks well for HP as a company to continue to support its products. Good Luck!
March 18th, 2009 at 4:57 pm
I went through the HP chat, and they are repairing my HP DV9005us for free on the left hinge, but I had no such luck on persuading them to fix the rest for free.
I tried with two different people and all they said they could do was to add a note about my right hinge being broken too, and replacing the case around the screen. They said there is a small chance that those two may be fixed for free also.
They also said a case manager would be calling me about getting my right hinge and case fixed for free but he/she never did.
March 22nd, 2009 at 11:47 am
fucking piece of shit left hinge on my dv9000 finally broke last night.
March 25th, 2009 at 8:57 am
HP PAVILION NOTEBOOK PC DV9000 - model#EZ379AV
bought my notebook 1/07
Left hinge showed crack/seam split 3/08.
Just 2 months out of the year warranty.
I googled and found this website and saw that HP was denying the defect and some folks were still able to get HP to pay for repair out of warranty.
I tried through the rep chat to get the free fix but was denied. I am a bit cowardly and didn’t push it like some of the triumphant stories here on the site.
I continued using laptop and pinching the hinge whenever I had to close it. But it basically became a desktop I resigned to losing it’s mobility. Rarely closing the lid fully.
Until October 08, when they sent out the email saying they would fix the hinge. But then on the release where it states the series and model #’s that qualify for the repair I found my model # but under the dv9100 series not the dv9000 that mine was. So of course the little negative person in my head lamented that thats how they getcha. You can never win bro.
So I sat on the discrepancy and hoped maybe they would ammend the list of approved model #’s. I knew I had until the end of May to fight for the repair but kept putting it off. Until I was laid off from work. Now with the time off this past month I got off my butt and got on the phone to initiate the process and got the inevitable pause when I list my model# and series. The guy on the phone basically said that my laptop wasn’t covered at all. sorry.
But luckily for me when I type in my model # on the HP website the series was indeed dv9000 and not dv9100 that the press release listed. So with a little back and forth and encouragement for him to check his own company’s website I finally got a ticket # and the fedex box sent out the next day tuesday 3/17.
I backed up my data and on thursday afternoon 3pm 3/19 i packed the laptop up and dropped it off to the Fedex/Kinkos locally.
They recieved it on fri 3/20 5pm.
My HP service order status page stated that they estimate I would recieve the laptop back on 3/30.
Fast forward through the weekend, on Monday 3/23 9pm I see that my HP status page now has a tracking number!!!
Delivered 245pm Tuesday 3/24.
They reinstalled WinXP and replaced as per the receipt:
LCD Bezel
LCD Cover
LCD latch
120 hours/5 days turnaround time through the weekend.
From thursday 3pm I sealed the box to tuesday when I opened it up.
I still notice the opening and closing of the lid is still kind of stiff. But hey it’s “fixed” and I will treat it with kid gloves just in case. Life rarely let’s you have a second fix. Who knows, next time they might not ever own up to it.
May 1st, 2009 at 4:52 pm
Hi,
I bougth a Pavilion dv9000us 2 years ago. 2 months ago I had the left hinge problem. 1 month ago I saw the recall.
I talked with HP support guys, and everything was going well until I said I was (am) outside US. They said free shipping only applies inside US. I tried to get help in HP LatinAmerica unsucessfully. HP Authorized Support Centers in Costa Rica did not help me neither.
HP, a global company? are you kidding me?
Now I have to figure out how to send the laptop back to USA for repair.
If somebody read this, please never never never buy a HP Laptop. their support is really bad. I friend of mine had a similar situation with his Dell laptop bought in USA, and Dell fixed it in Costa Rica.
May 24th, 2009 at 4:20 pm
I have the same problem with my laptop. I have an HP dv9220us and the left hinge is broken. It has progressed into the lower part of my screen cover being broken off. My computer is, as of right now, a paper weight because this problem has caused a short in the system and will no longer work. I need help!
May 27th, 2009 at 5:12 am
well quelle surprise, my left hand hinge has also broken. I have taken it to an independant i.t. repair shop, who have told me they cannot source the part! (ridiculous) they have told me that despite only a small part of the hinge being broken they can only buy the whole hinge assembly (for £180!!!) i’m incensced at hp’s attitude, that not only have they produced a defective product but are not making the part required freely available.
anyway i’m now limbering up to write them a strongly worded email.
#345 ….what a ridiculous situation
May 27th, 2009 at 6:55 am
I received a Pavilion dv9000 for graduation back in june 2007, and about 6 months ago the left hinge broke and if i opened or closed it, the plastic around the screen started separating.
After the hinge broke and the plastic split, my screen’s quality went downhill. Eventually the screen went kaput.
About 1 month ago, it completely died. Not just the screen, but the whole thing. It won’t even boot up anymore. It’s a great computer, big screen, good graphics with games, and good speakers…used it to get music. LOL! Another thing, if anyone’s laptop came with VISTA, don’t download LimeWire. VISTA really hates it.
It gave my laptop a fatal error. But i fixed it. LOL!
I’ll send it back before the deadline.
June 2nd, 2009 at 5:47 pm
They’re back at it again. I posted on this website back in the ~august time fram, 2008. SHipped the machine, and they in fact replaced the hinge and even the monitor as it had gone out completely; in other words, I could not see anything without having to plug an external monitor.
Here I am 7 months later and lo & behold, the monitor goes out AGAIN. I have been on the phone with HP for the last 2 hours and can tell you that they will NOT fix it.
I will post this in facebook, twitter and let everyone know that HP make crap. These are crappy, cheap quality notebooks. I’d rather spend the additional $ on other brands, at least I know they will work beyond a year without quality issues.
June 5th, 2009 at 11:08 pm
I have a HP DV9200cl that the left hinge started cracking on the 3rd of June, 3 days after the recall expired. I contacted HP first thru live chat, of course to no avail. The guy in India or wherever these people are outside the US just kept telling me I would have to pay for the repair since it was out of warranty. Even after I told him about the recall that just ended on a defective part. I told him to forget it ,I would contact HP the next day by phone.
The next day I contacted HP thru Costco where I bought the computer in Feb 07.
The HP Rep was cool, he said he understood the problem and thought I might have a chance at getting it repaired however their was no guarentee due to the fact the computer was out of warranty and that the recall had expired. he would give me authorization and send me a box to have it shipped back, however there was a chance that the hard drives would be erased so I should back up my info. I told him I would ship the computer without the drives due to the fact I have to much personal info on them to have them leave my possession.
He told me they would ship the computer back upon arrival if the drives were not installed, and not even look at it. So thats not going to happen.
I found a private company in N Carolina that does NOT need the drives to replace the hinges, as the matter of fact prefer not to have the drives installed, and is going to do so at a reasonable price. I will give you an update upon return.
June 18th, 2009 at 3:18 pm
I have a dv 9009nr. one year ago my wifi went out and i couldn’t give up my computer at the time to get it fixed. so i went to best buy and bought a wireless g card to plug into the usb port. problem solved. last saturday my wife went to turn on the computer and it will look like it is going to boot up and then it reboots after 10 seconds. screen is always black. tried plugging in my monitor and nothing. no bios, no window screen, nothing. geek squad said they couldnt help me, talk to hp they said. called hp and found out my laptop is 3 months out of warranty. would cost me 400 to replace the mother board. told him about wifi and how it happened a year ago and that was the start of problems and that they should cover it because it is only 28 months old. nope. 400 or nothing. told him my gateway solo from ‘98 is still running that is what we are using now. pretty sh**y that something that cost 1300 and is little over 2 years old just craps out. called him some bad names, said hp sux, hung up and now i feel like going to buy my new mac ( God i hate Vista). i am pretty sure that the mac is going to be running 10 years from now. just like my solo. later.
rob “redlight”
June 24th, 2009 at 4:24 pm
I too have a dv9000 and am 6months out of my warranty. The left hinge suddenly cracked without any reason. I did not know this was such a common problem. It happened just a few days ago so I haven’t called HP yet. But planning to stop by Staples over the weekend. Have doubts but hope I get some positive results.