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HP dv9000 & dv6000 notebook hinge crack results
By admin | December 1, 2007
Many more people are commenting, and emailing, about their situation dealing with the HP dv9000 notebooks and the notorious hinge cracks. We also have some comments about dv6000 notebooks doing the same, although on the right hinge. The dv9000 cracks on the left hinge, at the security hole, and the dv6000 supposedly cracks on the right hinge, but I don’t have many details. If you have a dv6000 series notebook with a cracking hinge, please post a comment with your details.
It seems many people are finding out about this site a few days or weeks out of warranty. While I have no direct proof, a few people have been able to convince HP to fix the problem even though the warranty has expired. I would highly recommend pointing the customer service agent to this website. If that doesn’t work, ask for a supervisor or a level 2 technician. This is NOT abuse, this is due to a flaw in the HP design.
A reader, who shall remain anonymous, sent me their dv9000 last week. I took it apart, and it is definitely a design flaw, not an abuse issue. The processor fan has no easy filter replacement, so it gets gunked up with MINOR dirt and dust. There is no easy way to clean the filter. Over time, a tiny (tiny!) amount of dust causes the processor to heat up significantly. This heat destroys a tiny sliver of plastic near the security hole, which causes the problem. As that sliver breaks off into tiny pieces (from heat), the hinge has nothing to sit in, basically causing the terrible popping sound, the left edge of the screen pushing out, and the need to hold the screen bevel tight as you slowly close the notebook.
It seems as if this problem still exists in recent dv9000 models, so I would be cautious in purchasing another one. I absolutely love my dv9000, though, because it is a great notebook. I used compressed air to try to blow out my processor dust, and it did make a slight difference. In the past, the notebook would get extremely warm within 10 minutes of use, now it takes over an hour. This means that you CAN slow down the effect of the design flaw, but you can not fix it. The heat level generated by the faulty “filter” and air flow will always cause your hinge to fail. I believe in the next 3-4 weeks we will see hundreds of people finding this site, as more and more people exhibit the same problem.
Please keep up the comments, and kindly follow up what HP did to resolve your situation. If they charged you, how much? If they warrantied the repair, for how long? If you sent it in, who did you do it through (HP, Best Buy, Frye’s, etc)? If you sent it in, how long did it take to get back? What was the process?
There are probably thousands of people out there who are going to spend $300-$400 needlessly fixing this design flaw. This means millions of dollars for HP that should be covered by a warranty.
I am currently discussing the options with a legal advisor, who currently says that design flaws such as these should trump warranty periods, if it is an obvious problem that rears its head before the normal warranty runs out. If he tells me we have a case, and HP refuses to fix anyone’s notebook, we will move forward to promote the website heavier and find resolution for all of us. At this point, I am refusing to send my notebook in. I have spent over 150 hours of my own time tracking people down, finding solutions, working on dead notebooks, and talking with various tech support reps. I am no longer going to be without my notebook for 3-4 weeks, since I am the head figure in getting things going.
If anyone is interested in supporting a move for more resolution, I’ll post details of a small fundraiser to pay for a lawyer to review all the cases. The lawyer I have dealt with in the past charges a fair $1000 to get everything together, and then a flat fee (instead of a percentage). I hate class action lawsuits, the lawyers win, and we lose. I want resolution for everyone, not a $37 check from HP that does nothing. We need to tell others about this problem, so please link to this site on blogs and forums if someone else complains about this very problem. The more people that discover that this is a design flaw, the better the result of communications with HP about fixing it.
Again, this is a design flaw, not an abuse issue. It is a flaw in the entire dv9000 line that up to now still does not look to be fixed in design. My recommendation to HP is an easy fix, but I won’t give it to them without a significant payment up front — this is something that designers should be prepared for, not end users.
My recommendation if you have’t had the hinge crack: blow out your processor air flow holes with compressed air with the notebook off, and wait 10 minutes to turn it back on. Compressed air is EXPENSIVE, around $5 per bottle, but doing it twice a day (once before booting up, once after powering down) should push the problem out of your hair for a little while.
FWIW, I use over 12 notebooks on a regular basis, and this is the only one with this dastardly error.
December 3rd, 2007 at 8:07 pm
I also have had this problem spring up on my dv9000. It is exactly as the others have described. It started a few weeks before warranty expiration and I figured it out a couple days after the expiration and called about it. At first they said no go on fixing it, Later I went on the chat site and finally got someone to say they would send a pickup for repair. However it has been several days and I have yet to recieve it. Time will tell.
December 4th, 2007 at 4:23 pm
My HP DV9207US from compusa has the same problem. The hinge on the left side is cracked and I just contacted HP for a warranty repair.
I bought this laptop in April 07.
December 5th, 2007 at 3:10 pm
My HP dv9217ea (a European version sold in France) has developed the same problem on the left hand hinge near the security lock hole. The back of the screen has started to peel away and little bits of plastic (apparently from a ring-like”washer”) have fallen through the crack. Bought in March 2007, still under warranty. PS Thanks for putting up this website - it helped me find out I was not alone.
December 6th, 2007 at 10:30 am
My HP dv9207us has the same problem. I bought it in May of 2007 from Office Depot and with in four months I started to notice the hinge popping. Today when I closed the computer the hinge stayed open. I’m calling HP now and hopefully they will offer to replace it.
December 7th, 2007 at 8:00 am
We had hinge popping (dv6000) and didn’t think a lot of it, until yesterday when the screen will no longer stay up. I took it apart enough to see that the problem is the part in the hinge that is cracked and broken off on both sides. It doesn’t look like something I can fix myself, though.
December 7th, 2007 at 5:19 pm
Update:
I just spoke to HP Level I support. I advised them of this website, which the rep said they were unaware of. However, as I was calling in my repair order another customer with the same model and hinge problem was speaking to another customer service rep. That got Level 2 support involved. Fortunately, unless I physically abused my laptop (did not), HP will repair it free of charge. They send out a prepaid shipping box in a couple of days and are quoting 7-9 working days for repair turnaround. Overall, I was pleased with the service so far from Mike at HP and their sincere concern with getting their design problem resolved for me. The question is what will HP do for those units that are out of warranty?
I don’t think that legal action is needed unless HP Service and Sales & Marketing become a dead end. Now that this blog is up, and HP can witness all these consumer complaints, I have to believe that they now have enough negative feedback and description of the root cause of the problem to issue a voluntary recall or similar type of notice.
Still, I have to wonder what HP will do, not to repair the broken monitor case, but how to prevent the CPU overheating from causing the case to crack again. Anyone out there have an update on what preventative measures HP has come up with after fixing your dv9000? (I don’t think that blowing compressed air into a laptop twice a day is considered a fix.)
December 7th, 2007 at 5:59 pm
I bought an HP Pavilion DV9030us in Circuit Ciyt last year, and after 8 months I have the same problem with the left hinge, one day it was broken, and I couldn´t apply the warranty because I am not in the US anymore, so I had to get all the pieces, the hinge, the back cover and the frame, and repair it my self, it was expensive and hard to get the pieces, it took me like 2 months to get them. Now the laptop is working perfectly the only thing is that the fan has a very wierd sound, it is not quite anymore, I already check the fan and seems to be ok, I really don´t know what is the problem
December 8th, 2007 at 7:30 am
An update here - I received my dv9035nr back, repaired. The service receipt says they replaced the LCD Bezel, LCD Cover, and 2 hinges. It was repaired by HP, and took about twice as long as they initially said (2 weeks turned into a month), and several calls just to get an update on how much longer it would be. Almost as good as new now - hopefully it doesn’t just end up being a patch that needs to be fixed again in 11 months.
December 10th, 2007 at 7:21 am
My DV9000 was bought for me by my company in January before I was relocated from the UK to Australia for a 9 month work experience trip to our Melbourne office. In September (9 months later) the left hinge broke a couple of days before I returned to the UK. Upon my return our I.T manager contacted HP who said they’d fix it but that it must have been dropped and therefore wasn’t covered under warranty. We tried to argue with them but in the end paid for the service and repair.
A week after it was fixed I found this website.
I showed my I.T manager and he contacted HP to complain as it is obviously a design fault in the product and he wanted a refund for the repair costs.
Again they told him that the machine must have been dropped, that it would not break like this for any other reason. He mentioned this website, but they claimed ignorance, basically called him a liar for insisting that the machine wasn’t dropped and refused to contemplate a refund.
Needless to say, we’re not very happy and our company will not be purchasing any more HP equipment!
December 10th, 2007 at 6:14 pm
Purchased my dv9033cl from Costco shy of 12 months ago.
Last night as I’m closing the laptop, snap, crackle, pop.
Sure enough it’s the left hinge area.
HP is sending a box to ship it back to them for repair. I too as others take great care in handling this unit. As noted it appears to be a design issue.
Shy of this I’m happy with the unit. I just purchased A DV6000. I suppose I’ll have to contend with that hinge in 12 months as well.
December 11th, 2007 at 5:52 am
Hi, I have the same problem with my DV9050 laptop, which may or may not still be in the warrenty, although I do doubt it. I did however take out insurence and I am hoping that this will cover me.
I cannot at this point afford to put my computer in to be fixed because I use it for work and I have to hit a deadline in Feb, if I were to send it in then I would use time when I most need it and I could have a disaster on my hands. I am therefore just using my laptop as a desk top and never shutting it, I am lucky that at the moment I do not have to do the travelling with work that I have been doing over the last 12 months.
I would be interested to see what the outcome of this is because as I see it, any fix made would only be a quick fix and it would probably go wrong again in time.
What are HP going to do to keep their customers happy, if they have addressed the problem on a later model as has been suggesten in this forum, then could they not replace the case on each lap top so that everyone did not just come back with the same problem in a number of months time. Would the price of mending it several times for each person not be greater than just replacing it once?
December 11th, 2007 at 5:58 pm
I have the same problem, casing separating at the left hinge. I bought a dv9000t from HP in November 2006. Hinge failed December 9, 2007, 24 days out of warranty according to the HP telephone tech support talker. I’m trying to get HP to own up to this, been quoted $298 for a repair. Working through HP tech support is a real chore, with multiple hang ups and failures to folow through by HP staffers. I’ll post any developments. Thanks for a great site.
December 11th, 2007 at 6:49 pm
We purchased a dv9000 a year ago. Right before the warranty expired, the left hinge broke. I called technical support and they told me that it was covered under the manufacture 1 year warranty, but they had the purchase date wrong. I sent them copies of my receipt proving it was still within the 1 year warranty period. I waited 3 days and never heard anything. So I called them back again. Then they told me that it wasn’t covered under warranty. I even mentioned this notebook hinge crack website and told them it was a design defect and they didn’t care. They told me if I want it fixed, I have to pay for it. The manager, Sean, that I talked to did not care about the problem or the fact that I wasted hours trying to get this resolved. I saw on this website that other people have gotten help from this website, so we are hoping you can help us out too. Thanks for all the help.
December 12th, 2007 at 11:40 am
My HPnotebookZE2000z recently suffered the same problem. Left hinge pops out of the groove, clicking noise when I open it. Most comments seem be regarding the DV series, but can anything be done about ZE in terms of there being a manufacturer design flaw as well? Anyone have suggestions?
December 13th, 2007 at 11:12 am
I purchaced a DV9010US in September 2006. Pleased that I forund this site and sorry to say I am having exactly the same issue with the left hinge. HP tell me that it is out of warrenty and that it is MY PROBLEM. They will repair it but I have to pay for repairs. I will not give up and will keep pursuing this with HP. I urge everyone that has the same issue to do the same. We all bought these notebooks in GOOD FAITH and the big boys are exploiting us. Next step is Corporate in CA.
If you are having trouble and always getting a human in an overseas call center, try calling. the HP main switchboard in Canada. Their # is 888 - 447 - 4636. They are open from 8am - 8pm Est time. I will keep posting my progres. Great site.
December 13th, 2007 at 11:15 am
Wish I saw this a few days ago. Took my HP9000 to a service shop to get fixed. Exact problem as outlined here. Guess once they give me the quote I will pick it up and complain to HP.
December 13th, 2007 at 11:44 am
Great News !!!!
I have just come off the phone with a very helpful gentleman that is here in the USA and my issue should be taken care of. He assures me that he will look at this site and I beleive he will. Maybe others will be one step closer to fixing this problem with their notebooks.
The box from HP to return my DV9010 should arive in the next day or so. I will let you know.
To the gentleman I spoke to:
Thank you for taking the time to listen and for your personal attention to my situation. It was a pleasure.
December 13th, 2007 at 4:21 pm
I talked to a “Scott” who answered the HP executive office telephone in Palo Alto, CA (800 756-0608, option #7) on December 12th, discussing the hinge problem, and referring him to this site. I got the number by sending an email to Mark Hurd, the HP CEO, given in a link in this site. “Scott” sounded sincere, but made no commitments. More later as this develops.
December 13th, 2007 at 5:16 pm
This is unbelievable. I just checked out HP’s website, but so far there is no statement regarding this issue. Anyway, i was wondering if it is possible to narrow down the exact models that has been affected so far. I have a dv9220us, and upon checking haven’t noticed anything unusual (crack, creaking noise, etc. - not that i’m looking forward to them!). Like so many others, I treat my laptop with utmost care. But since I bought it March 07, I am worried now that i might start having problems after the warranty expires next year. Hopefully by that time HP would already have issued a recall/solution to this problem.
To admin, thanks for starting this blog. I will keep posting!
December 14th, 2007 at 9:36 pm
Yes, I purchased mine in July of 2007, and I seem to have the same problem, my hinge just popped, but I also have the problem of needing my computer daily for work. Otherwise I love my computer!
December 15th, 2007 at 3:17 pm
I wish I had seen this site sooner, I may not have stayed with an HP. My HPs have been great performers BUT, I had a laptop Pavillion dv9009NR series I bought November 2006 and the lid started having play in it getting looser each week it seemed. Two weeks before the HP warranty ran out I took it back to Best Buy and the Geek Squad guy said no problem. We will send it in and they repair it and send it back in a couple weeks. I said ok but DO NOT mess with the hard drive, it is not backed up and I have hundreds of family photos, if not a thousand or more. He said ok and made a note of that on the repair ticket. Well it was gone two weeks and I inquired, where is it? Oh you get a brand new computer, HP said to do that and I said well I need my stuff off it first or transfer. I learned that once it is determined to be replaced for you, they go ahead and tear it apart and destroy the HD to protect privacy information. So I lost everything.
Now I have a brand new HP Pavillion DV9428NR, well basically the same case so now I see this website I am concerned to put stuff on this new one. I am getting an external hard drive for back up. Also that first one got real hot, this one too but not like the other one.
BTW, I give it superior care. But also know that HP and Best Buy said to give me a new one. Best Buy was great except for not telling me about if it is determined to be replaced they immediately destroy it. But they let me pick any brand I wanted and I got this new HP since I had not seen this site. They also swapped it straight across and this is a lot better, i.e. faster, bigger HD, more RAM, etc. Just wanted to let others know.
December 17th, 2007 at 9:59 am
Hi all, yesterday I noticed that my laptop lid was separating at the seam right above the place you stick the lock on the left side. I immediately googled the problem and found this site. I was a bit worried hearing all the grief you guys were getting from hp support. I called hp and they are sending me a box to ship it back—-my only concern is my hp is not actually broke but it seems to be going down the same road as others. I have an hp dv9060 and it was purchased in March of 2007 with a two year extended warranty. I will post my resolution once they receive my laptop and call me on the fix. Many thanks to this site !!!! Hopefully mine will be repaired before it actually breaks. One other thing — the HP call rep. Mick seemed very helpful, he also mentioned that there seems to be a lot of calls on this particular issue.
December 17th, 2007 at 8:37 pm
Here is email response from HP after emailing them when calling failed. Really shows how they stand behind their products.
Thank you for contacting HP Total Care.
I apologize for the delayed response. Since we are experiencing a high e-mail volume our response time has increased.
I understand from your mail that the LCD screen hinge at the left side of your HP Pavilion dv9000 notebook. However, you have already contacted the Phone Support regarding this who could not assist you as your notebook was out of warranty.
Michael, I regret to say that we would not be able to assist you with a free repair of this issue as your notebook is out of warranty and the issue is not a known one with dv9000 models.
I am providing you with two options to initiate a repair process. Please choose the option you find to be convenient.
Option 1:
———-
We would be happy to pick up the notebook so that our technicians can diagnose the issue. However, as your notebook is out of warranty, the service will be charged a minimum of $298.
If you want us to pick up the notebook, please respond with the following information, so that we can initiate the service request:
Contact Information:
* Full Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
* Convenient Time for Callback:
NOTE: The callback hours are from 7 a.m. to 7 p.m. (MST), 7 days a week.
* Alternate Time for Callback, (if we are unable to make contact the first time):
Product Information:
* Product Model Number (ex: C1234A):
* Product Serial Number (ex: US12345678):
* Product Purchase Date:
* Power-on Password (IF any):
* BIOS Password (If any):
* Windows log-in Password (If any):
Once the information has been updated in our database, one of
the representatives from the Advanced Support Group will
contact you at the phone number you provided, within the next 48 hours.
Option 2:
———-
You can take the notebook to your local Authorized service providers for service.
Go to the following Web site to locate your Authorized Service Provider:
http://hp.infonow.net/bin/findNow?CLIENT_ID=HP_LOC_USA_SRV
This will take you to the “find a US local HP authorized
service provider” page.
Then follow the steps below:
1. In the category menu select the appropriate HP product.
2. After selecting the appropriate category you will get a list of
HP products in the Family box. Select the family in which your
product is located.
3. After Selecting the family of the product you will get a list of
products under the product list.
4. Select your product from the list under the product section and click Next.
5. Follow the instructions on the service options page.
I regret any inconvenience this might cause you.
If you need further assistance, please reply to this message and we will be happy to assist you further.
You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.
For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare
Sincerely,
Owen
HP Total Care
December 19th, 2007 at 4:56 pm
I am experiencing this crack problem too. I thought it was just normal wear and tear.
-DV6105ca
-1 year, 1 month; crack after 6-7 months
-Crack on the Notebook Lock feature, bottom left of the screen/lid.
December 20th, 2007 at 7:06 pm
Dear folks:
I just read a few of these posts here and I wish you all to know that I share with you fellas the same frustration with HP but for a different reason.
My dv6060ea bought in Norway started to heat up too much a few months (three to be precise) after I bought it and in the end, it went dead. It wont turn on anymore!
Now living in Brazil, I contacted HP and they refused to do a thing saying that I imported a DIFFERENT laptop without HP’s authorization. God damn how angry I was with them! I am a well traveled fella and that made me notice that these laptops are ALL the same. They only change a few letters here and there in the model’s plate and that’s it.
Anyway, I had to sue HP Brazil to get things done but in the end, all I got was a message from HP Norway saying I have to send my laptop all the way back to Europe to be fixed cuz it cant be done here in Brazil. HP Brazil insists they have nothing to do with HP Norway or USA, that they are a “different” company. Great maker, these people are nuts!
Now I’ve got my hands all tied up here cuz many people are saying they sent the devices to be fixed and after a few days, the problem came back like an annoying ghost. I would appreciate if anybody here could tell me if there is anything I can do but to send my laptop to Europe paying 100 + dollars to get the darn thing there risking to have the same problem again soon.
If anybody wishes to write me, the email is kingofneo@hotmail.com
Regards,
Fred Felix
December 21st, 2007 at 2:33 am
experience the same left side hinge crack open near the security lock for dv9207us purchased at compusa on May 2007. Fortunately still under 1-year HP warranty - thus HP willing to repair the the laptop zero cost.
My other laptop dv9205us is still ok but I am very concern of it hings relaibility /quality after seeing this website. Ask HP about their recommendation on how to avoid this. Their response - never heard of this problem until I forward this website - hP agree to look into the problem for other customers abd advise thsi si a rare case and not of the norm.
Anyway -thank you to those who create this website - great info sharing. Hopefully the rest of us can get everyone fix their bad hinges laptop…
December 21st, 2007 at 2:26 pm
My warranty has been up for 32 days and it happened to me just like all the others posts the left hinge side cracked open and i have tried to have them repair it and they want $300 dollars and no supervisor will budge especially the ones in india that just read a script. action needs to happen quick whats the next step???
December 21st, 2007 at 2:44 pm
I to have the broken hinge problem but mine is a couple months out of warrenty. We mistakenly blamed our daughter for breaking it. (Bad Parents!) It broke about 6 months ago and have not closed it since. I contacted HP about it and they called it accidental damge. I then pointed them to this website and also told them to google the problem and they then agreed to send me a mail in box and they would take a look at it. This is a defect not accidental damage and they should take care of it just like they are taking care of the wireless problem that also just occured on mine. I will update this when I get an answer from HP.
December 21st, 2007 at 3:08 pm
i actually just got a hold of the case rep and he wouldn’t budge on repairing my cracked hinge for free but i at least got it at half off due to the good argument that this is going to be a a well known flaw soon enough, and that they should at least knowledge they are going to be recieving a lot more calls from people on this and maybe it would be nice to start with me..
December 22nd, 2007 at 12:06 am
I purchased a HP DV9235nr laptop from Best Buy on 3/2007. Last month I noticed the left hinge popping when I opened or closed the case. Soon thereafter the case (LCD bezel) began to seperate. I contacted HP via their website, and they are sending me a prepaid FedEx box to return my laptop for repair.
I found your web site on a Google search trying to find a solution to my problem. I referenced your site when I contacted HP. Fortunately mine is apparantly still under warranty, so there should be no charge.
I will repost as soon as this is resolved.
Thanks for the site!
December 22nd, 2007 at 10:57 pm
DV9010US purchased Nov. 2006.
Here is what I found on disassembly: Hinge and LCD frame are riveted together to form one piece. 4 molded-in nuts hold each hinge to the rear cover. I found that the LCD side frame had broken free of the hinge proper, and that all four nuts had broken free. As each part supports the others in turn, the plastic failure due to heat seems most likely. Once the plastic fails, additional loads are transferred to the LCD frame/hinge connection, and it in turn fails. I found the right side plastic beginning to fail as well.
I will talking to HP shortly and will keep the site posted with any progress.
PLEASE… Keep track and post names & numbers of folks you discuss this issue with at HP. If you make any forward progress, please post it so that others may benefit.
Thanks for the site -Clay H.
December 23rd, 2007 at 1:39 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 23rd, 2007 at 5:30 pm
This site has seriously helped me out. This is now happening to my DV9050EA laptop, and I have had a hard time convincing my parents that I have not dropped it. I think my laptop might still be in warranty, but hopefully this site can help me in getting a repair even if it isn’t. Mine was purchased Decmber 30th of last year. So its coming up to a year old. From PC world in the UK.
December 23rd, 2007 at 9:18 pm
Yesterday I had the exact same problem happen with my dv9005 laptop. Cracked by the security lock, I was able to close the laptop, but now I’m afraid to open it, because it looks like the whole plastic piece on the front of the screen will snap off if I force it open. My laptop was purchased last November, so I’m out of warranty. Have called HP twice now (once before I found this site, once after) and they claim the case manager will get back to me (I’ll believe it when I see it). I told them about this site, and I will tell anyone I get in contact with about it.
December 24th, 2007 at 4:35 am
Well… they are going to pick it up on the 27th and repair it free of charge. I hope. For anyone else in the UK with this problem: try 0870 010 4320
Very helpful people. If a bit quiet.
December 24th, 2007 at 7:57 am
I took my laptop to the HP service center where I live in Taipei today and they were able to help me open the laptop. I can open and close it now by hold the left corner really tightly, just like some others here have said. However, to actually fix it will cost about $500 US.
I really hope there is a recall for this. I recently got a recall notice for this laptop for other problems… apparently some people couldn’t even start the computer. Hopefully if we make enough noise, we can get a recall for this problem as well.
By the way, out of curiosity, has anyone had a problem with the DVD drive popping open randomly? My friend also has a dv9000 and he and I both are having this problem. Not as bad as the hinge crack, but still annoying. This product seems to have so many problems. Very frustrating.
December 25th, 2007 at 7:14 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 2:39 pm
My DV9000 is 2 months out of warranty and my left hinge broke Christmas Eve. It is now impossible to close the screen. I heard the cracking for months, but thought something was out of alignment. That makes sense that excess heat on a small piece of aluminum on a stress point is poor engineering and design.
I’ll call HP tomorrow and mention this site and see what happens.
I did find a site that sells hinges, but they’re $99 and HP should be responsible for this. http://www.excelcomputerinc.com/html/details.asp?ref=1589&category=misc
December 25th, 2007 at 8:28 pm
I popped the LCD bezel off today and it appears the hinge is almost completely locked up. It was in the “down” position even though the screen was open. I could barely turn the hinge to the open position by hand. You could see a molded threaded screw area inside that had broken off.
I’m pissed again. I sent my son (it’s his machine) back to Fry’s to have them look at it since I bought the 3 year warranty. Of course they gave him the we damaged it line (he’s not the accomplished “negotiator” I am). I’m going back in tomorrow to talk to the store manager armed with 30 pages of these posts. I hope they offer to refund my money so I can buy another machine. I think this thing’s destined to fail over and over again.
December 25th, 2007 at 8:32 pm
I have a DV9000 with a broken left hinge. The lap top is currently open but i can’t close or open it any further than it currently is or else the plastic frame starts seperating from the front cover. What a pain in the rear. I will be calling HP in the next day or two and let you know what I find out.
December 26th, 2007 at 7:00 pm
My hinge just cracked, same problem as everyone else, dv9000 purchased in February 2007, so it should still be under warranty. This is very frustrating. I can’t believe so many other people are having this problem and HP refuses to do anything about it. I am really nervous about sending in my computer, I don’t want to loose everything, and will this problem just happen again? I will keep you updated.
December 27th, 2007 at 5:58 pm
Another update from me….my last post above on Dec 8 said I received my DV9035nr back repaired. I’m starting to hear clicking noises again from the left hinge…less then a month after repair…. So to Jason in post 37 above, unless this is paranoia hitting me, no it doesn’t seem like their fixes are permanent solutions.
December 27th, 2007 at 10:22 pm
I am having the problem with my dv9023us purchased 12/08/2006. I called tech support and recieved no help. I will be contacting customer support, also my company place and order for new laptops and servers that I will try to get stopped.
December 28th, 2007 at 12:35 am
(from post number 32)
Isn’t it possible to bring this to the attention of a 3rd party so that they turn the heat on HP? Like for example a reputed computer magazine like PC World, or a renowned blogger?
I’m sure if we all team up and create a furore on the web, HP will wake up… I’ve 4 months to go on my warranty but HP won’t honour the warranty in India even though the machine is sold here (I purchased it abroad)…
I’m sure there are lots more less tech savvy people (like Jason mentioned in post 37) who just ignore the problem or fork over cash without even researching the problem… can’t blame them though… Who’d think the world’s largest computer manufacturer could be “wrong” when they state flatly its not their fault?
December 28th, 2007 at 5:00 am
I just got the same issue on my DV9000, left hinge is hosed. I purchased in March 2007 at CompUSA and love this computer. I have not contacted HP yet, but expect to get about the same results as everyone else. I will post any results I get.
I would be interested in a class action if it comes to that. This really is an issue that HP needs to address.
December 28th, 2007 at 9:59 am
I just got the empty box to send my computer in to have them fix the crack on my dv9000 (purchased from Best Buy in April ‘07). I was told by HP tech support that they would look at it, and if it really was the fault of a design issue, it would be fixed under the warranty. I was also told that HP has “advanced technology” to tell if it has in fact been dropped. I’m not really concerned that they will find that I dropped it since I treat my laptop as carefully as my 3 month old nephew. I am curious about their “advanced technology” though. Any ideas on what that may be?
As far as contacting a third party, I’ll be talking with the Better Business Bureau (www.BBB.org) if I have to convince HP that my laptop should be fixed under the warranty.
Today I’m backing up everything, and I’ll send it off tomorrow. I’m wondering how they’ll open it once they get it. I’ve been avoiding closing it since the crack happened because the few times I did, it wasn’t very easy to reopen, and that seemed to get worse each time it was closed.
All I know is that even if they do fix it under the warranty and get it back in a timely fashion (I’m not holding my breath), I won’t be buying another HP. Any company that can make such a defective machine and then not take responsibility for it won’t be getting any more money from me (or anyone who mentions to me that they are buying a computer).
December 29th, 2007 at 1:39 pm
I took it back to Fry’s and they made a copy of all the pages of this board I printed. The asst manager said he sent all the copies to HP to see what they were going to do about it. They are trying to get me to deal with HP and I’m dealing with them. I bought the extended warranty and am dealing with them only. My machine was a refurb so it was only a 90 day warranty. I’ll let you know what I hear.
December 29th, 2007 at 2:28 pm
Interesting read folks, purchased my dv9000 back in Sept of this year and aside from temperatures exceeding 65 degrees C while gaming, I’m having no issues.
I’m wondering whether one of you could tell me whether my GPU temp of 70-80 degrees is overly high, I’m getting mixed responses from some of my peers regarding this.
I’ll be keeping my eyes open for any issues with the hinge and my heart goes out to all of you who are not receiving adequate help from HP.
December 29th, 2007 at 11:47 pm
Bought two HP DV9000’s for my kids Christmas 06. About six months ago the left hinge on my son’s unit broke. Of course I blamed him (he denied anything happening) and purchases a new hinge and cover from Excell Computer. I installed the new hinge myself and did noty replace the cover (back-ordered). Didn’t google the problem either.
Tonight my daughter just told me her laptop won’t open. Guess what, same hinge problem so I google the problem and find everyone else.
It is obviously a defect. Since HP will not admit it does anyone think it would be worthwhile to hit all store sites that allow product reviews with negative reviews? Circuit City, Amazon, and many others usually have a product review site. I have found those useful when making other purchase decisions.
December 30th, 2007 at 10:31 am
I have an HP Pavilion dv9005us notebook that I bought (directly from HP) in February 2007. About a month ago I noticed a small crack in the monitor hinge. It’s gotten worse over the past few weeks.
When I first noticed the crack, I was amazed. This notebook hasn’t been subjected to any damage or stress - it rarely leaves my desk. Until I found this site, I was beating myself up trying to figure out what I did wrong to cause this, when I always try to take very good care of my computers. Knowing that it is a design flaw eases my mind - now just to see how HP deals with my support ticket.
December 31st, 2007 at 10:54 am
Hello, i purchased my dv9009nr about 16 months ago , 8 months in this happened, sent it in got it fixed all was good, 8 months later out of warranty it happened again, and HP said they couldn’t do anything and wanted 300$ out of my pocket to fix it, so i started out at a online technician explained what happened he said he couldn’t do anything , then refereed me to a supervisor who talk to me for like 5 minutes and sent me to a case manager who called me the next day and had the whole repair thing setup and on the way for free in less then 10 minutes. I do believe HP is aware of this problem and just hasn’t said anything, btw I did reefer to this site when discussing the issue and to everyone else good luck i hope you can get yours repaired also.
December 31st, 2007 at 2:16 pm
Well, I have just become one of the Pavillion dv9000 hinge victims. I spoke to HP support and was told that because I was 26 days past the one year warranty there would be a charge for repair. Even though the tech spoke to his manager and referenced this URL, there was no gesture of good will on their part.
December 31st, 2007 at 3:50 pm
I originally posted on #30 above. I e-mailed HP, and they sent me a FedEx box. With the holidays it took about 4 days for the “overnight” box to get to HP. After receiving it though, the turnaround was 1 day, with another 3 days shipping with all of the holiday and weekend days.
They replaced the entire bezel, cover, and hinge.
Hopefully they replaced it with an improved hinge assy. So far I am happy, with the exception of hours of work backing up, copying, and restoring my personal data.
If you have to contact HP, I would recommend e-mail. It saved me an ulcer having to hold on the phone for an eternity.
January 3rd, 2008 at 4:45 pm
My HP pavilion DV9000 is also experiencing the separation issue near the left hinge. The LCD seems to be falling apart and little bits of plastic have broken off. It is two months out of waranty. (Fortunately I purchased the laptop on a credit card that doubles the warranty.) I really appreciate these posts and will use them to get HP to fix this issue. Please keep me posted.
January 3rd, 2008 at 8:32 pm
I am shocked to find this website, since my dv9207us purchased in May just spontaneously developed this exact same problem!! You have described it to a T, and it is infuriating. I discovered it because the part of the plastic screen where the lock is kept popping out, and then I looked closer and noticed that it is cracked on the inside. I am certain this could not be because of anything I did, I treat my notebook extremely well. I have not yet contacted HP, but am thinking about doing so now.
January 4th, 2008 at 7:56 am
Hinges broken on my dv6000. Very cheap design. Never “I invent” again. IBM Lenovo rocks! I call HP and I was told the product was registered 1 year before the purchasing?!
HP parts were not able to locate the part(totally incompetent.
Called support center - product is no supported. Cost for replacement 295 usd. HP NEVER AGAIN!
January 4th, 2008 at 12:47 pm
This is a followup to #28 above. Well HP is going above and beyond the call of duty at least in my case. My DV9010us laptop is being repaired at no cost to me. They also found some what they call fluid damage on the motherboard and keyboard. They said it looks like a soda was spilled in it. So they are also replacing the motherboard and keyboard no charge. My laptop is 3 months out of warranty. the hinge problem started 7 months ago though. They were very easy to deal with and I truly think had my best interests at heart. Thank you HP!! After I get it back I am going to call back and find out if they will fix it again if the hinge breaks again. I wonder if a couple drops of 3in 1 oil on the hinge might increase it’s life. Good luck everyone.
-Mark Cowan-
January 4th, 2008 at 6:28 pm
Regarding #37 (Jason):
“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.”
I was told in January by 2 HP support center people that they have a memo to the opposite effect: that NO hinge breaking or screen or case damage to that area is EVER covered by warranty and can only be caused by abuse. It seems pretty clear that -if- HP is aware of this problem they are doing everything they can to protect their bottom line and give the finger to their customers.
I hope they find this site and correct this horrible error with apologies, refunds and free repairs to anyone they’ve screwed so far.
January 5th, 2008 at 1:16 am
PLEASE BE AWARE MORE EXTENDED WARRATIES DO NO COVER HINGES AND MOST CONSIDER IT PHYSCIAL ABUSE. I HAVE THE DV6226US WHICH IS THE 15.4″ HP AND I HAVEN’T HAD ANY PROBLEMS SO FAR I AM GUESSING IT HAS TO DO WITH THE 17″ HP LAPTOPS AND ESPECIALLY IF YOU USE AN AMD PROCESSOR.
January 5th, 2008 at 7:22 am
I had cracked hinges on my ZV6000. The issue is that the hinge pin is made from awesome stainless steel but the hinge knuckle in the screen is made from crappy pot metal. After fussing around with HP I fixed my own hinges and it appears to be working.
This is how I fixed them:
http://forum.notebookreview.com/showthread.php?t=204356
I believe HP will not fix this problem because it is an engineering problem and would require a remanufacture and total recall of the poor hinge half. Just replacing it with a like hinge will not solve the problem as it will crack again. Hp will sell you a whole new screen with new hinge halves for @$200.00, yeah right.
January 5th, 2008 at 2:04 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 5th, 2008 at 6:53 pm
I’m glad I found this site. The left hinge on my DV9005US cracked the other day. I had an ext’d svc plan from Circuit City, but apparently they didn’t sell me the plan that covered “accidental damage”. I thought I had bought the one that covered everything. The tech guy at the store said it didn’t appear to be damage, but wear. The warranty co disagrees. I will definitely contact HP now to add my complaint to the many so far. It is, unfortunately, 2 months out of warranty. I guess I can hope…
January 6th, 2008 at 12:23 am
You guys are all freakin’ me out now… I bought my dv9203tx in March ‘07, just noticed (after finding this site) that the hinge is in fact clicking on open and close. I’m in a similar situation to a few people, my laptop is my only home and work machine, it’s pretty much essential!
Does anyone know of some preventive maintenance that I could do?? I’d rather not wait until it breaks!
Cheers
January 6th, 2008 at 12:20 pm
I recently bought a refurbished HP Pavilion dv9000 and everything was going great. Everything was working perfectly, you know, no problems what so ever. Although on night I noticed that the touch censored volume control’s light was not on, which worried me but didn’t bothered me, seeing that it still worked. The next morning I go to open my laptop, but it seems to be stuck, I look at the hinges and find that it had been cracked. At first I thought it was something I’m sure could be repaired with a little pressure, but unfortunately it didn’t work. I got really pissed off, and googled the matter and ended up here….please someone, what should I do?
January 6th, 2008 at 4:54 pm
Its nice to see im not alone my dv9000 screen hinge started making poppy noises when i opened and closed it about 10 or 11 months after purchase didnt think much of it now my warranty is out and the left lower side of the plastic screen cover has cracked open and the screen wont close good, choked to say the least im going to email hp today see what happens
January 7th, 2008 at 3:08 am
yup, I have a dv6208nr…
left hinge cracks, got it fixed and the same damn thing happens again
I’m angry, I love my notebook, but I hate the cracking noise
January 7th, 2008 at 3:36 am
This is a follow up to 36 above. I called HP’s corporate offices and managed to be put through to the case manger for HP laptops. She seemed surprised that I contacted her directly without having any case #, but after just a few minutes, she agreed to fix the laptop for free even though its out of warranty. They’re even willing to fix it in April when I’ll be back in the US (currently I’m overseas).
I do appreciate them willing to fix it for free, but like many others here, I’m worried about it happening again. Lets hope we can get a recall eventually and HP finds a real solution for this problem.
By the way, I mentioned this site to the case manager… She claims this is the first she’s hearing of this problem, which I find a little hard to believe, but hopefully all of us will eventually force HP to do something about their design flaw.
January 7th, 2008 at 11:46 am
I wanted to update #41 above. After calling HP my computer was still under warranty, so they sent out the packaging to send it back. It was received at my office on 12/31, but I was out for the holiday. I brought the computer in on 1/2 boxed it up and sent it off, it was received by the repair center on 1/3. I got an email on 1/4 stating it was received and the estimated return date was 1/14. Then I got another email on 1/6 stating that it had been repaired on 1/5 and had been shipped back to me. I tracked it and it was scheduled for delivery today, 1/7, which it was delivered around 8am this morning. So I sent it in on a Wednesday and got it back the following Monday. I am very impressed with this turn around time.
The repair looks good. According to the included slip, they replaced the LCD Cover & Bezel and they made special note to mention they replaced 2 hinges, so I assume they replaced the non-broken one as well. I hope they came up with a new design so it does not break again. I have not been able to test the computer yet, because I am at work and the hard drive, battery and charger are at home, but I will give it a full inspection tonight. So far I am very pleased though (except for the fact it broke in the first place).
I HIGHLY recommend though if you are sending your computer in to remove the hard drive first. They clearly don’t need it, and that way in case anything happens at the very least you have all your stuff. It is very easy to do, there are instructions on HP’s site if you can’t figure this out.
Good luck to everyone else sending their’s in and lets hope this fixes it!!
January 7th, 2008 at 12:38 pm
I posted on here about 2 weeks ago and cant find exact article that I posted to. But I purchased a dv9000 and had the hinge crack. I lucked out and contacted HP on December 27th which happened to be the last day of my warranty. I renewed my warranty and they offered to do a mail in repair at no cost to me. They shipped me an empty box with prepaid shipping labels and I sent it back right away. Within a week (today) I got my laptop back and the screen is like new. I hope those of you who have the same problem get the same service from HP.
If you are out of warranty and they deny you repairs don’t take no for an answer. As a last resort, offer to renew your warranty. Cost me $150 and I am covered for another year!
January 7th, 2008 at 5:15 pm
I have had my DV9000 for 13 months and suddenly the plastic started to shatter around the hinge. I had purchased the CompUSA extended warranty, which they told me covered any manufactures defects and damage but of course when I called for service they refused to cover it - typical extended warranty BS. I called the HP call center in India and of course got nowhere with them either.
Next I called the operator at HP and asked to be connected to the “Executive Customer Relations” line, which they transfer me to. I spoke with one of the most friendly support people I’ve ever encountered in my life. I told him the issue, mentioned that this issue was all over the net, ect. Without any hesitation he said that this was clearly a manufacturer defect and that HP would fix it despite me being out of warranty. They are sending a box to return it in. I will post my results.
January 7th, 2008 at 8:44 pm
Measured the broken hinges today with calipers. The wall of the interior pot metal hinge is 40/100th of an inch thick. This is thinner than a dime by far. The hinge pin sticks in this @ 5/8th inch. These is a faulty hinge design folks. The only way the could have pulled this off was to machine the hinges from stainless like the hinge pins.
January 7th, 2008 at 8:47 pm
I have a dv6000, yes the smaller 6000, not the 9000. I purchased it in March 07 at Best Buy and it is still under warranty. I too have a crack on the left hinge extending out from the security lock hole. After finding this site (THANK YOU) I just spent over a 1/2 hour arguing with HP support, including speaking with a “supervisor”. He said this is not covered by the normal hardware warranty and it is caused by “accidental damage” not a design flaw (not that they are willing to admit). I referred him to this site and we digressed into an argument about the legimitacy of third party sites. What a bunch of b/s. He said HP Recovery will look at the laptop and determine if they are willing to pay for the repair or if they are going to charge me. I will post the results of their decision once I hear back from HP Recovery. I can say this. I’ve had an IBM ThinkPad at work for three years and that thing gets slammed around on conference room tables, in and out of docking stations, etc., etc. and never once a problem with it. My HP Pavillion dv6000 laptop sits on my desk at home and virtually never moves. It has been completely babied. I am offended that HP insinuated that my laptop was damaged because of “accidental use”.
January 7th, 2008 at 9:32 pm
Same problem with my DC 9000. I sent it in once to HP, and they claimed that the hinge problem was caused by me (joke-I treat this thing like my baby). I found this website today, called HP back (today is the last day of my warranty) and they’ve agreed to fix the problem. Let’s hope they actually do this time!
January 7th, 2008 at 9:57 pm
I have a DV9000 series that cracked on the left hinge a couple weeks ago. It is out of warranty by a month or two, and I don’t really have any faith in HP fixing it for free due to previous experience.
But, it’s reassuring to see that some people have been successful, so I’ll give it a shot as soon as I can find my warranty info and report back to everyone.
January 8th, 2008 at 9:16 am
Amazing. Bought my dv9000 HP back in Dec 06 and just now started to have this hinge problem. Never had any overheating issues, no problems with this laptop at all. If I hadnt googled to see if others may have had this problem, I would have probably paid a good amount of money to get it fixed, even out of warranty.
Going to reach out to HP as soon as I can to reign holy hell on them.
What is appalling is how HP can state (as shown in Post #23):
“Michael, I regret to say that we would not be able to assist you with a free repair of this issue as your notebook is out of warranty and the issue is not a known one with dv9000 models.”
Disgusting. How many complaints must they receive for someone to identify this as a design issue with this series of laptops?
January 8th, 2008 at 10:57 am
I reported them…. everyone should.
Thank you for using the Better Business Bureau’s Online Complaint System.
Your complaint has been assigned case # 280265.
Correspondence regarding this complaint will be emailed to : buzz@homemail.com
Please print a copy of this for your records.
Filed on : January 8 2008
Filed by :
Robert Trombley
203 Randomwood Lane
New Bern NC 28562
Filed against :
Hewlett Packard
3000 Hanover St MS1247 Building 6A
Palo Alto CA 94304-1112
Complaint Description:
By observing http://www.notebookhingecrack.com you can see that the HP 6000 and 9000 series notebooks are being sold with an inferior hinge design. HP refuses to acknowledge the defect and accuses consumers of neglect. The inferior part is made from cheap pot metal and is destined to fail. These machines cost of $1000 a piece and rendered useless for their intent by screens that will not stay in an open or upright position. They need to recall and repair the defective hinge.
Your Desired Resolution:
Recall the bad hinge half and replace with a remanufactured part suitable for the application. Replacing the defective part with a like part will only lead to continual failure of the hinge. Or… they could give me the $1100 I spent on the machine so I could get one worth owning.
This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.
January 8th, 2008 at 11:39 am
To Buzz Trombley above, when i received my repaired dv9000 back, I popped off the bottom edge of the bezel and looked at the new hinge, it does look like it has been replaced with a thicker piece. I should have taken pictures of the broken one to compare with the new one. If it is not too late, maybe you can get a picture of the broken one and we can see if this is fixed. As I said in my follow-up post #68 above, they noted they replaced both hinges, even the non-broken one. So hopefully it is a permanent solution.
January 8th, 2008 at 4:51 pm
I purchased my DV9000 in October of 2006. In August of 2007 my laptop began to separate on the left side and made the cracking noise just like everyone else’s. I didn’t think it was a major issue and let it go because I usually leave my laptop open on my desk. As I began taking it to work and opening and closing it more often, it continued to become worse. Finally, it had pulled out so far that it must have pulled any connecting wires loose because while my computer turns on, I cannot see anything. I have called HP and tried dealing with Circuit City who I bought a 3 year extended warranty through, but have gotten nowhere. I feel like an idiot for waiting now because it’s past my HP warranty, but I had no idea this was such a big issue. After talking to another HP ‘Help Line’ person, I was told first that I would have to pay to get any help b/c my warranty was up. I believe it was a $49 fee for them to just talk to me on the phone. Knowing that they couldn’t fix my problem over the phone I argued with them b/c I had never called in and used my warranty at all. He said that since it was my first time calling they could help me for free this time. After describing the issue, I was told that they would have to replace the entire screen and that it was going to cost me at least $698. Considering that I paid $950 for it, I am not going to put another $700 into it. It was also claimed to be accidental damage but my laptop rarely left my desk and I’ve always taken great care of it. It also angered me that after telling me how much the repair would cost, the guy tried to sell me a new computer. Do you really think that after buying a defective laptop from you 15 months ago, I’m going to purchase a new one through you?! Give me a break. I will also be reporting them to the Better Business Bureau.
January 8th, 2008 at 8:36 pm
I have an HP DV9005us, I bought it as a present for myself on January 1, 2007. In May the left hinge cracked, not only did the hinge crack but the metal bracket inside ripped into pieces. I had bought the extended warranty from Circuit City. I had to ship my laptop off in a box, it was gone for two weeks. When it returned the hinge felt great to open, I turned on the computer and found that they had replaced my hard drive for some reason. I did however back up all of my data before sending the laptop off, and deleted anything personal off of it. Now the left hinge is starting to feel loose again like it did before it snapped the first time. I also no longer have any wireless connection at all. I know that there are a lot of people with that issue as well, and before anyone thinks that it is a router, driver, firmware, et al.. I am a linux and network engineer. I also know that there is nothing wrong with my wireless because my PlayStation3 has no problems connecting. Anyway I am going to back-up my data again and send it off for more repairs. The bad thing about this is that HP and all of the other PC vendors don’t make their own computers anymore. All of these are made by Quanta Computers or Chicony.
January 9th, 2008 at 5:30 pm
I purchased the dv9000 from Circut City with an extended warranty. About 2 months after my HP warranty expired, my left hinge cracked. I tried to get it covered under the extended warranty from Circut City but they don’t cover manufacturer defects (or anything apparently, but that’s a different story).
And along with my cracked hinge I have a bad hard drive which I ‘ve heard from a few places is a problem caused by an overheated processor.
January 10th, 2008 at 1:30 am
Follow up to entry #31
After a few days of head scratching, I decided that I could fix my DV9010 better and faster then HP. I did it the hard way and rebuilt the broken parts. I repaired & reinforced the broken hinge (LCD frame to hinge joint), and did a lot of work to stiffen and repair the rear bezel. I would personally recommend buying new parts and adding some epoxy (such as JB weld) to bolster the way the nuts are mounted in the rear bezel. In my opinion, heat was not a factor. I think it was a design flaw where a combination of issues came into play:
1. The hinges selected were too “tight”, requiring too much torque to move. In this model, the LCD side frames are part of the hinge, and have a weak spot at the connection point to the actual hinge.
2. The rear bezel does not have enough material (the plastic should be thicker). It needs to be stiffer, the embedded nuts break free easily.
Here is what I think happens: When opening or closing the screen with one hand, the force required to move the screen is enough to flex the entire screen assembly, and after “X” number of cycles, the joint where the LCD side frame is connected to the hinge fatigues and fails. This allows even more flexing of the screen, causing the plastic-embedded nuts in the rear bezel to break free. The rest is history.
(As a side note, I think that if a really bored person were to take a survey, the DV9000’s with broken left hinges would be owned by right-handed people, those with the right hinge broken belonging to lefties.)
As to cooling (or heat) problems, I don’t think that heat was really part of the hinge issue. I do think it is a problem, and since I had the beast apart, I did a bit of work on that… The solution I chose was to increase airflow. I removed the thin plastic film screens that were stuck to the inside of the case vent grills. I removed a cover closing off the grill at the left corner. And on the case grill at the fan I carefully removed every other vertical rib. It was not a lot of material to remove, but every little bit helps. The result is noticeable; unfortunately I do not have before/after temperature readings.
Keep after HP; they know they’re going to have to address this issue. They are no doubt busy running damage control scenarios to select the most cost effective solution to this problem.
Good luck,
Clay H.
January 10th, 2008 at 7:48 am
I just got off an IRC with tech support. Here’s a copy of the transcript:
HP: Hello Jay.
HP: Welcome to HP Total Care for Pavilion Notebooks.
HP: My name is xxxxxx. How may I assist you today?
J: I purchased an HP Pavilion back on 12/22/07 and the hinge on the left side has caused some separation between the back and front portions of the screen. Am I still under warranty or, if not, what will it cost me to get this fixed?
J: It appears the screw has stripped the threads on the left side
J: (the one that holds the two screen halves together)
HP: I am sorry to hear this.
HP: Yes, i completely understand.
HP: Thanks for explaining the issue in detail.
HP: I will try my best to assist you in this regard.
HP: Let me just check up the warranty status of your notebook.
J: Thank you.
HP: To better assist you, could you please give me the Serial Number (eg: CNS34915MC) and Product Number (eg:DS542U) of the Notebook? You can find the Serial Number and Product Number of the Notebook by locating on a sticker attached to the top or back of the Notebook.
J: xxxxxxxxx
J: I purchased this through newegg.com, if that makes any difference
J: xxxxxxx is the product number
HP: Thank you for the information.
HP: I am checking it up.
HP: Please stay with me.
J: You’re welcome. Thank you for any assistance you can provide.
J: In the event we become disconnected, my email for any response is keggerlord@hotmail.com
J: I’m currently at school and the signal for my laptop is a little dodgy.
HP: Just to confirm, is this your notebook model no: dv9010ca ?
J: DV9005US
HP: Alright.
HP: Thanks for the confirmation.
HP: Thank you for staying online.
HP: I am sorry for the delay with answer.
No problem, I understand.
HP: I have checked out your notebook warranty status and I am really sorry to inform you that your notbook warranty has just expired about 5 days ago.
J: Damn. Is there any way to get an extension? It’s only 5 days, and the problem did begin about a week and a half ago
J: Again, if you can provide some help with this, it would be greatly appreciated.
HP: Well Jay, you can upgrade your notebook warranty with an extended warranty plan.
J: What would that cost?
J: Also, do you know about how much it would cost to repair what I’ve described?
HP: Let me explain you.
J: I actually have to run to an appointment. Could you please email the response to me? Again, sorry to have to cut this short, but I have to go.
HP: Jay, in order to upgrade the notebooks warranty with an extended post warranty plan.
HP: The notebook should not have any hardware issue or for that matter it should be in a good condition.
HP: However, you can still go for the paid mail in repair service.
HP: Also, you can purchase the extended warranty plan along with the repair service.
J: Ahh, I see. So, if it were in good condition and developed this condition ‘later’, it would then be covered?
HP: The mail in repair service will cost you around $298.
HP: Yes, you are right.
Got it. Thank you very much for your help.
J: Have a good day!
HP: I mean if you purchase the extended warranty plan when the notebook is in a good condition and if it happen to develop any hardware issue then it will be definitely covered.
HP: Anytime, my pleasure.
HP: You to have a great day ahead.
HP: If you have any other questions, please do not hesitate to contact us.
HP: 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.
HP: Goodbye Jay.
=======================
I went ahead and purchased the extended warranty (nearly $200 after tax, but still cheaper than a $400 repair bill) and I’m going to wait a couple days before sending it in. I’m still pretty ticked about this whole situation and I’m glad I discovered this website to know that this is a common defect. Hopefully, someone at HP will actually take the comments here seriously. If not, there is always Acer, Toshiba, etc. to grab our business the next go-around….
January 10th, 2008 at 8:09 am
Hi all. I have a dv9339us and after looking at this website i took a look at my notebook. The left hinge and the left lower part of the lid case are still “normal”, but i can see that they arent as firm and fitted as the right side. I have the warranty until april, but i m travelling abroad in Feb for a good time… What should i do? Try to convince HP tha my lid is loose and the parts are starting to break, hoping for a replacement of the hinges?
I use a laptop fan behind mine, and i dont use it long hours, so this can be reason that it still holding on.
i d appreciate any comments!
Thanks!
January 10th, 2008 at 5:21 pm
I originally posted #46, and I just got my laptop back today. It was fixed under the warranty, although I have no way of telling if the faulty part has been replaced with something better. I still don’t know what advanced technology they used to be able to tell that I didn’t drop the thing.
I was looking at the Best Buy site and noticed that all the reviews for all the dv9000 models are pretty much 100% positive. Maybe we all need to start putting this information in the customer reviews on the site? I know before I bought mine I checked out a lot of online reviews, and, had I seen anything about this, I would have purchased something else. Purhaps that would put some pressure on HP to do the right thing and issue a recall? Dare to dream.
January 10th, 2008 at 5:22 pm
One more thing…am I still allowed to file a complaint with the BBB since they fixed it under the warranty and it didn’t take too terribly long?
January 11th, 2008 at 10:56 am
After initially telling me that they knew nothing about this type of problem and insisting that I would have to pay for the repair since my dv9000 notebook was 3 weeks out of warranty, HP finally agreed to perform a free repair, as a “one time” courtesy. I had written to the CEO, whose email I found in this website. Eventually this led to a call from a Case manager. I referred first “Stacy”, then “Ethan” to this site as they had never heard of any hinge cracks and knew of no internal bulletins within HP on this problem. After a few days the case manager agreed to make the repair as a warranty repair with no charge to me. I received a box to send it back and actually got my repaired notebook back within 5 calender days. The repair ticket claims they replaced the system board, the lcd bezel, the lcd cover, and 2 hinges. I don’t know how long this will hold up. Thanks for a great service through this web site. My experience suggests that if you keep at them and don’t accept no, escalating your claim in the company, they will eventually fix your machine.
January 11th, 2008 at 11:00 pm
All you people with expired warranties HP will fix your laptop. Mine was 2 months out of warranty and they fixed it. You need to let them know of this site and that this is a defect not a accidental abuse thing. After you talk to a hp rep (I used their online chat ) They should send you a free fedex box to send your laptop in. Then when they give you a 700+ dollar estimate call them and ask to speak to a case manager. A case manager will call you back within 48 hours. make sure you let them know that if they google this problem they will come up with many other people with the same problem. Also be courteous! Goes a long way. I found HP support to be very helpful and felt they truly wanted to do the right thing. I have worked tech support and they are good at what they do. My only question now is if it happens again are they going to fix it again? Good luck!
January 12th, 2008 at 1:08 am
Follow up to my posts 31 & 81;
My repair seems to be holding, but I still went to the HP site and began the process to have this problem recognized & repaired. The online form has three areas where you can write in comments. here is what I sent in:
——————————–
Problem description:
Left hinge and rear bezel has failed (broken). Please reference this site for additional information: http://www.notebookhingecrack.com
———————————
troubleshooting : DV9010US purchased Nov. 2006.
I have removed the front bezel to inspect the hinge area. Here is what I found:
The LCD sideframe had broken free of the hinge proper, and that all four hinge mounting nuts attached to the rear bezel had broken free. As each part supports the others in turn, once the hinge fails, additional loads are transferred to the rest of the components, and they in turn fail. I found 2 of the right hinge mounting nuts broken free of the rear bezel as well.
Please reference this site for additional information: http://www.notebookhingecrack.com
———————————————–
setting changes : No.
The software functions of the notebook are fine. But untill a repair is made I cannot move the notebook from it’s temporary support frame.
Please reference this site for additional information: http://www.notebookhingecrack.com
——————————————-
I recieved from HP the standard email stating that the notebook was out warrenty, but they would be happy to fix it for $298us amount (see entry #23 for the same email).
I politely replied with: “This appears to be trend failure with this model notebook. Please elevate my request to a higher level where it can be addressed.”
I quickly recieved an answer that a case manager would call my contact number within 48 hours.
So far so good. I’ll let you all know what happens next.
-Clay H.
January 12th, 2008 at 4:25 pm
I, too, just experienced the left hinge crack problem that has been seen by others so often. I own a DV9000, other that Vista, I and have been happy with it until now.
Has anyone had any success with HP and repairs?
January 13th, 2008 at 8:06 pm
We purchased our dv9000 in Jan 07, in late Nov/early Dec of 2007, the left hinge made the crackling pop noise also. First we emailed support and they said to send back our info as it would be covered under the warranty. After sending back my info, and getting no reply, we called the service center only to be told “Sorry, you were misinformed and it is going to cost $298 to fix the hinge.” They finally decided to send out a return kit and agreed to look at the computer. If so many people are having this same issue, why don’t they realize that this is a design flaw and not “normal wear and tear”
January 14th, 2008 at 9:06 am
I purchased mine in early 2007 and about 3-4 months ago it started to pop, then split and just this morning the side of the screen/case has actually broken in half about an inch above the hinge. Before that the seam on the side had split all the way to the top. While it is good to know I’m not the only one having this problem, I’m afraid I will be out of the warranty period. I did always wonder why this laptop ran so hot.
It started with the popping and I didn’t think anything of it. If you hear the popping get it taken care of asap.
January 14th, 2008 at 9:27 am
I have a dv9000 - left hinge cracked at 10 months. Purchased in March 07 and hinge failed in Jan 08.
HP will repair under warranty unless it is “accidental damage” - obviously it is not!
January 14th, 2008 at 10:58 pm
Here is the address to the HP maintenance & service manual for the dv9000 series. It may come in handy for those of you who like to tinker. (300+ pages of what’s inside your DV9000):
http://h20000.www2.hp.com/bc/docs/support/SupportManual/c01311536/c01311536.pdf?jumpid=reg_R1002_USEN
January 15th, 2008 at 9:57 am
I purchased my dv9210us in march 2007 and it got the same left hinge problem last week : the hinge cracked, the bezel pop and split.
I want to start the process of requesting free repair but unfortunately my classes started and I need my computer every single day. So I am starting to think that repairing it by myself would be quicker that waiting 2 weeks for getting a solution from HP. I am really confused about what to do.
January 15th, 2008 at 6:42 pm
I was under warranty when my dv9035 problems developed and was one of the first group of posters here. Best Buy did a good job getting out of the 3 year warranty I had with them by claiming I damaged the notebook. I subsequently got a refund for that warranty-telling Best Buy that if they are not going to honor it then I want my $ back which they obliged. I did try posting a neg review on the Best Buy website about the notebook but Best Buy did not approve the review. So, as a caveat -be aware that if you are reviewing a product ,from say Best Buy - those reviews are the reviews Best Buy allows and chooses for you to see. So I had no luck with Best Buy + Geek Squad. I did however this week get the notebook fixed under warranty free of charge from HP. The HP case managers were very friendly and polite , the customer reps not very helpful. I am keeping my fingers crossed that the same problem does not resurface with the notebook. Anyhow I think this website did help me a great deal in getting the notebook fixed. Thanks to Adam for starting this site - a small donation coming your way soon. Best of luck to others here and I hope you all get your issues resolved.
January 16th, 2008 at 3:52 pm
So I purchased my dv9000 in September of 2006. I just started having the left hinge problem last month (December of 2007). Thanks to your website I knew that many people were having this same problem, and it wasn’t just me. I was going to use this knowledge to better my situation if they tried charging me a ton to fix the problem, since I was past my 1 year manufacturers warranty. When I called HP I talked to a lady who basically asked what my problem was and recorded my notebook’s product and serial numbers. She let me know that I was indeed outside of my warranty period. She then passed me along to a supervisor who really did nothing but pass me on to a case manager. The case manager I spoke with asked if I dropped the notebook ever. I explained to him that it simply sits on my desk in my home office. He spent a few minutes typing and recording what I told him. He then came back to me and said they would fix the problem FREE OF CHARGE! I have a postage paid box on its way to my house. He told me it would take 7-9 business days after they receive the notebook. Keep in mind that I was out of my warranty period, and I never once mentioned this site or my knowledge of other people having the same problem. I think that shows that you have made some really great progress!!!
January 16th, 2008 at 7:52 pm
My gateway 6400 series did the same thing. WE WANT CLASS ACTION. THIS IS A NO BRAINER FOR ANY LAWYER WHO FAILED HIS BAR ON THE FIRST 5 TRIES.
January 17th, 2008 at 6:24 pm
Just got my laptop back, fixed out of warranty, free of charge from HP! They overnighted the box to me the day I called, which I sent back on Tuesday then got back from them on Thursday. I would say I am VERY satisfied with how HP handled my case. Additionally, everyone I spoke to there were incredibly friendly and didn’t waste any more of my time than they had to, making the process as simple as it possibly could be.
For those of you who were not able to get service, make sure you call the operator and ask to be connected to the “Executive Customer Relations” department. The call centers in India can’t do anything for you. Once through, you will be assisted.
Thanks to the creator of this site for making this issue public. Once I knew there were many others who had this problem I knew just what to do.
January 18th, 2008 at 11:46 am
Success! My Dv9050ea came back today! It’s 3 weeks later than anticipated, but they completely replaced the back screen panel and hinge, it’s now like new.
I don’t know what they did, but I hope it holds. Again, I can’t thank you enough for creating this site.
January 18th, 2008 at 1:17 pm
My son bought a DV9000 in Sept of 07, developed a problem this fall but didn’t completely fail till Dec. after warranty (of course - did they design it that way???). Did an online chat and was told: “There are only a few notebook that are listed under this offer for free replacement of the hinges and also the notebook must ne under ADP plan to avail this service.” So, now I guess I have to start calling around until I hit the jackpot like some of the others here have done….
Maybe CNN would be interested on a slow news day???
January 19th, 2008 at 3:34 pm
I purchased a dv4000 in September of 2006. ). This is suffering the same problems as the dv9000 on your site Thanks to your website I know that many people are having this same problem, and it wasn’t just me. Both sides of my laptop hinges are coming though the casing, which is causing it to make the top casing raise up, sometimes I have to press down on these for my laptop to come on. Also have problems with over heating. My warrantee has ran out so no help so ever from H P what so ever, could this problem be with all laptops in the dv range?
January 19th, 2008 at 4:48 pm
Christian Villegas: hello
Christian Villegas: ?
Payton: Hello Christian.
Payton: Welcome to HP Total Care for Pavilion Notebooks . My name is Payton. How may I help you today?
Christian Villegas: Hi Payton
Christian Villegas: I have a HP Notebook with a hinge crack
Payton: Please go ahead with the Notebook issue.
Christian Villegas: notebookhingecrack.com states to contact you guys about the issue
Payton: Sure, I will help you with this.
Christian Villegas: Great!
Payton: May I take 2-3 minutes of your time while I find a solution that will help us to resolve this issue.
Christian Villegas: Sure!
Payton: Thank you.
Payton: Please confirm that you are residing in US.
Christian Villegas: I am
Payton: Thank you for the information.
Payton: Could I have the Serial (eg: CNS34915MC), Product (eg:DS542U) , Model Number (eg:Pavilion zt3000) and the Operating system installed (eg: Windows XP or Vista) in the Notebook?
Christian Villegas: Serial number: xxxxxxxxxxx
Christian Villegas: Model: dv9033cl
Christian Villegas: Windows XP
Payton: Thank you for the information.
Payton: I apologise for the delay.
Christian Villegas: It’s ok.
Christian Villegas: I’m at work right now anyway
Payton: As this is a hardware issue I recommend you to send your notebook for service to HP.
Payton: This would cost you $298.
Christian Villegas: They are trying to make me pay
Payton: Do you wish to continue?
Christian Villegas: Exactly as this is a design defect
Christian Villegas: I would like to speak with either a case manager
Christian Villegas: or a executive
Christian Villegas: please check notebookhingecrack.com
Christian Villegas: as I will be reporting HP to the BBB if I am not contacted by monday
Payton: As you are out of warrenty the service is not for free.
Christian Villegas: I understand
Christian Villegas: as this is a design defect
Christian Villegas: I would like to speak with someone higher
Christian Villegas: this is happening to multiple people
Payton: I apologize for the inconvenience.
Payton: I have contacted my case manager.
Christian Villegas: Thank you
Payton: I am glad to inform you that we will provide you a free mail-in service for the hinge damage.
Payton: Is that okay with you ?
Christian Villegas: Yes that is ok
Christian Villegas: As quickly as possible as this is my means of working though
Payton: Sure.
Payton: I am in the proces of the creating the case.
Christian Villegas: Great!
January 19th, 2008 at 7:20 pm
left hinge crack like everyone else on hp dv9000. called hp and only answer is repair for $298. I declined and have filed a complaint with the ohio state general attorney’s office. If this doesn’t work I will keep at it. Never,Never,never give up.
January 20th, 2008 at 1:27 am
Working with a company involved in multimedia, we work with the dv9000 series and have one HP tx1000z.
So far, after over a year 4 out of 6 dv9000s have this problem, and one of them is in the early stages. the tx1000z is great, no problems. HP took in the dv9000s for repair seen as they were purchased with an extended warranty, they took them in last week. They are great laptops, i just hope the flaw can be fixed without it happening again =/
January 20th, 2008 at 4:12 pm
Same Issue you guys are describing: Screen casing cracking and coming apart on the left side at the security hole. I got the computer about 6 months ago over the summer in anticipation of starting college. Being a student, I have to carry my machine around a lot, but i’ve got a nice bag for it and have been as careful as possible with it so i know this issue is caused by no fault of my own. Fry’s told me the issue isn’t covered under the 2 year warranty i have since its considered “accidental damage”. They gave me the number to HP. After about 15 minutes of talking to them the guy told me it is a “known issue” and that they would take it and repair it free of charge!!!! (turn around time is about 2 weeks). Definitely talk to HP ASAP if you haven’t recently as they seem to have realized that this is an issue now! They guy did say that once this goes off their alert list it may be harder to have this addressed.
January 20th, 2008 at 5:56 pm
Just to add to what i said, i recommend that when you call emphasize that the problem is not your fault and that you have taken good care of the machine so hopefully they will realize that it really is a defect and not just you bashing it around.
January 21st, 2008 at 10:57 am
I just sent in my computer to HP to fix but they say it is beyond economic repair? and they want to charge me 1200$ to fix it. That’s more than i payed for the god damn thing. Never going to buy another HP product again.
January 21st, 2008 at 4:46 pm
At first it was just the right hinge. Today the left on went and now the screen will not stay up. I have just found this site.
January 22nd, 2008 at 12:18 pm
Hey everyone, I just got the crack in my dv9000 over the last few days. As in most cases, I’d heard it making some noise in the weeks prior as I opened a closed the case, but just figured it was the usual squeakiness that develops in hinges.
I’m not yet sure what I want to do with it (I refuse to send it in with my hard drive installed), and I really can’t do without it for a few days right now, but I just wanted to give a heads up that yet another person out there is having the same problem.
January 23rd, 2008 at 10:57 am
Follow up to #90–I received my box to send into HP last Friday, dropped it off at Fed Ex shipping center on Saturday. Today (wendsday) Fed Ex came back with my notebook dv9000. I was surprised due to how much resistance I was getting on the phone that I did not receive a phone call stating that we had to pay the $298 to get it fixed(I had asked for a case manager to review but then the case # changed when a new problem developed, but was ready to ask for one when they called and said to pay). We didn’t and my notebook now is fixed. They replaced the LCD bezel, LCD cover, hinges heatsink fan, and also my ac adapter(another issue that developed after I originally called them) I also got a brand new battery as mine would not hold the charge(supposively due to the excessive heat that the computer was giving off–per one of the HP techs). I am an overall happy customer right now, and hopefully will not have this same issue as my laptop goes out of warranty at the end of this month. Thank you for showing me that others had this problem also as it seem to work out in my case.
January 23rd, 2008 at 10:58 am
PS–I forgot to mention that they did not wipe my hard drive as the techs said may happen. We had hoped they would not, as when the 2nd issue developed we could not even turn the notebook on to back up the data. It came back the exact same as when I sent it.
January 23rd, 2008 at 1:22 pm
I have the dv9374, and have ALMOST the same problem.
My hinges are not cracked, but very very loose. I can wedge the LCD screen about an inch without the hinges moving at all.. very annoying. It has become progressivly worse last 4 months. The laptop is about 6 months old, purchased in Norway, where I live.
So, no cracks, or holes. Just a very hot, fan-happy dv9000 with a loose lcd screen.
Joel
January 23rd, 2008 at 11:57 pm
Self Repair on dv9000 - Success
I finally gave up with HP and CompUSA were I bought an extended warranty, and attempted some self-repair on my dv9000. It actually wasn’t hard, and worked out better than I thought it would. I took a few screws out from under the battery (five I think), carefully popped off the plastic screen (dv9000)with the touch volume controls and power (very carefully, these are very delicately attached), and was able to unscrew and pop out the hinge. On my laptop, I discovered the hinge was stuck in one position and as a result the plastic around it cracked and split (up the left side of the screen and the bottom left). From there I improvised.
After the hinge was out, I cut it (having a hacksaw in the garage was very helpful), so the part that actually attaches to the screen and that was stuck and caused the plastic around the screen to crack would no longer be blocking it from opening and closing. In other words, I was left with just the part that I unscrewed from the laptop and a small metal bar (for lack of the proper terminology) that sticks out of it. I wrapped the “bar” part of it with some tape to make it a little thicker, and put it all back together. Replaced the plastic hinge cover that popped off when it cracked, put a little invisible tape on the back underside of the frame and it’s almost as good as new. You could never tell by looking at it .. just have to be a little gentle when opening and closing. I can deal with that. Still unhappy with HP and CompUSA on this but at least I have a laptop I can travel with again.
January 25th, 2008 at 10:02 am
update on 107#
After “gentle” nudging HP finnally agreed to fix my hinge under warrenty and they are going to send it back. The well taught techs said my lcd,keyboard,and motherboard are all beyond repair because of damage.
Besides the fact this is a LIE my question is….WHY is my motherboard being checked for a hinge busted. The tech whom i could barely understand said my computer would blow up if i tried to turn it on. Be a first i think.
Anyway get my computer back unfixed and MORE damaged than when i sent it in. perfect. expensive paperweight.
January 25th, 2008 at 6:57 pm
Another hinge crack on DV9000US. Tech’s read site and said that HP does not recognize this as an issue and will need to pay $398 to fix the problem.
January 27th, 2008 at 9:47 pm
finally, forward movement to report from post #81
Hello,
No call from a case manager so is sent in a polite email to the tech that had origionally elevated the case. the email was responded to within 2 hours that they would send it up again. Ok… back to waiting. To cover all the bases, I went to HP.com and send the following email to the point of contact for the board of directors:
Ms. Thomas,
Please forgive my contacting HP at the board of director level, but I have had some problem getting a case manager to contact me. I would ask that you have one of your staff inquire as to why notebook support Service Ticket Number 8007111240 has not been contacted by a case manager yet.
There are a number of reports coming in of hinge/bezel failure in the dv9000 line of notebooks. This appears to be a trend failure. There is a website: http://www.notebookhingecrack.com/ created to report and share information about this problem.
Again, please have a case manager contact me as soon as possible. Sincerely, yada yada yada.
( Then I added: )
How & why did I write to this address?
I need the mobility of my notebook. I have been waiting for a call from a case manager so that I could continue the long painful process towards having my notebook repaired. This affecting my business, and apparently many other’s as well. I found this contact email on the HP site. Can or will HP do anything about this issue?
Again, thank you for your time, Clay Hicklin
——————————————–
What I had found on the HP site:
Individuals may communicate with the Board by contacting: Rosemarie Thomas
Secretary to the Board of Directors
3000 Hanover Street, MS 1050
Palo Alto, CA 94304
e-mail: bod@hp.com
All directors have access to this correspondence. In accordance with instructions from the Board, the Secretary to the Board reviews all correspondence, organizes the communications for review by the Board and posts communications to the full Board or individual directors, as appropriate. HP’s independent directors have requested that certain items that are unrelated to the Board’s duties, such as spam, junk mail, mass mailings, solicitations, resumes and job inquiries, not be posted.
———————————————————-
These emails went out on a friday evening, so I did not expect much action until Monday. Sure enough, Monday I am contacted by a Case Manager, Nice guy who made a crappy career choice. Spends his days with a phone stuck in his ear listening to people gripe. So I was nice, he was nice and HP offered to do the repair at no charge and mark it as “under warrenty” (which had expired). I made sure he noted that I was sending in the notebook with no harddrive / battery / or powersupply, as this was a display assembly issue only. No problem. What planet was this guy from? in 15 minutes I was off the phone and back at work. Later that day I had a call from Executive Customer Relations to check that a case manage had contacted me. Nice.
The shipping box has arrived. Once I pull some active files off of this drive and remove it, I’ll send the notebook out. More news when it returns.
-Clay H.
January 28th, 2008 at 7:51 pm
Been fighting with this same problem since November 2007. Purchased dv9000 11/6/06. Noticed screen separation and contact HP 11/4/08. They waited to respond until 2 days after warranty expired and told me it was out of warranty and I’d have to pay to fix it. I figured it would be easier to file a claim under the Office Depot extended warranty. Was told it was cosmetic and would be covered until it was broken. Well, it’s broken now and I’m told not covered. I’m encouraged by this website to pursue with HP again. What a pain. I’m glad to know my suspicion that this must be a common problem is right.
January 29th, 2008 at 2:15 pm
DV9035NR problem squared away. After a brick wall using HP’s “normal” support channels, I called HP headquarters and asked for a laptop case manager. I was told I was jumping the gun, but they transfered me to a service rep who took my information and I mentioned this website. The service rep asked me to hold and I mentioned this site to his manager, the manager assigned me a service order number. With this SO number, I was qualified to have a case manager. In spite of my laptop being purchased from a refurb shop with NO WARRANTY, HP repaired my notebook. Since I read this problem is related to CPU temperature, I told HP I heard a faint whine and they replaced the motherboard. ALL THIS AT NO CHARGE IN SPITE OF NO WARRANTY EVER!!!
January 29th, 2008 at 2:57 pm
Two weeks ago the left hinge on my HP dv9000 broke. The lid had been hard to open for months before that, there was a certain resistance.
I was really surprised, since it is my office computer, and it is usually just sitting there, so it couldn’t be an accident.
It was a little over a year since I bought it.
And my last laptop, a Toshiba was very sturdy, I never had any problems. Why didn’t I stick with Toshiba???
Since I had an extended warranty with Microcenter where I bought it, I contacted them, and they promised a repair center would call me. But today they called again and said that this damage was external and was only covered under a special “accidental” plan. They gave me HP’s number to call. I called HP and talked to someone who didn’t know what a hinge was, and also said that I would have to pay for even talking to a technician at HP.
Next I started searching about similar problems.
Luckily I immediately found your website. Thanks for the info, will report back later.
January 30th, 2008 at 10:01 pm
im just a 14 year old kid that worked at McDoanlds for months just to save up for my new laptop (DV9644ca) about 2 weeks after opening and using my new HP laptop it makes a “CREEEK” almost a cracking sound, so i googled it found this site, i also looked on youtube and found this video or a persons hinge literally breaking open:
http://youtube.com/watch?v=kgh6q1UNF_0&feature=related
im hoping thats not me in 5 months….
January 31st, 2008 at 6:14 am
The left hinge, LCD back cover and LCD front frame was broken on my DV9060. It sent the computer to my webshop MPX.no, but the refused to repair under warranty. Without any form of deep inspection. I told them that the computer has never left the house, and has always been stored in a computer bag. But they wasn’t interested in my comments (so please don’t buy anything from them).
When I got my computer back, I sent a letter of complaint to HP i Norway, with 20 pages of images, description of the problem and A LINK TO THIS PAGE. After 1 day, they surprised me a lot… So, yesterday I delivered my computer to InfoCare in Oslo, for REPAIR UNDER WARRANTY.
Thanks for the information on this site.
January 31st, 2008 at 6:40 pm
I read every word of all of these postings and I can relate. I thought I was alone but I have had the full experience with HP and in the end, I am satisfied - sort of.
to summarize,
11/06 bought my DV9030US
~8/07 cracks and pops, hinge distortion identical to the youtube vid in 120
I needed my computer for work so I waited to call support til November when I knew my warranty was expiring.
11/07 HP support agrees to repair the unit. A postage paid box was overnighted to me, and I sent off my laptop. About 2 weeks later I received my computer back with a replaced bezel, LCD back cover, and hinge assembly
All is well that ends well right?
Wrong….
One day earlier this month, I was working on my laptop. My screen flickered a few times and then came back. Needless to say I was a bit nervous. I had merely touched the area of the speakers right above the power button. I touched it again a few minutes later to see if there was something wrong. Just LIGHTLY touching it, not pounding, not banging, not anything abusive at all. My LCD died and was completely useless. I managed to attach an external monitor and use ‘Function + F4′ to switch the video output to the monitor and get my files off the computer.
Now I am a techie. I used to do PC maintenance, I’ve ripped up laptops, I’m a software engineer in my career and I know a few things about this subject. Clearly to me, there was an issue with the repair that was done. Unfortunately when I called HP they said it was a separate issue and my computer was now out of warranty. I was furious, yet civil, and stubborn. First I was told, definitively, that it was a video card issue. When I explained to the support monkey that there is no way it’s a vid card issue since I can still connect a monitor he changed his tune and said it’s an LCD issue. genius I thought… He said that I would have to contact a local support tech or pay HP to repair it. I insisted that there is no way that I am paying HP to repair this thing when they had obviously done some other sort of damage during the initial repair, or they had not fully repaired the damage from the initial problem. Finally after an hour on the phone repeatedly deflecting their attempts to exploit me as a normal, non-technical person, I made some progress and got them to agree to repair the unit.
The next day I received the box to ship it back to them. I dropped the box off at Fed Ex Monday, and today, Thursday, I am sitting here with my repaired laptop.
The ticket says they replaced the keyboard, some cables, and an inverter.
People, the lesson here is that you need to be persistent, adamant, yet civil, and whatever you do, DON’T LET ON that you are unsure in any way that it’s not their fault. This is their problem and if you give them an inch they’ll take it….
I’m extremely irritated that HP would try to exploit their customers by ripping them off for $298 when they know damn well there’s a problem. I might have been one of the first to encounter it and get it repaired, but to read these accounts and see that they’re not taking responsibility for it is very frustrating. I hope that they’re ready to repair my computer again if it happens again…
Good luck!
Adam
February 1st, 2008 at 8:29 pm
HP has announced free mail in repair for these issues even though the customers are out of warranty it will repaired free of cost.
February 2nd, 2008 at 5:39 am
I am 100% with all the good people that has been struggling with Hp and the warranty issues. Although I haven’t had an encounter with Hp technical support I had to go through the same ordeal: I have a DV9205cl and guess what? wright, the hinges, the front bezel and the back cover, crack at the same time. It took me about about five months to get all the parts in after market because Hp don’t sells to Puerto Rico. Thanks God they don’t, cause we were talking several $$$$$. I ended repairing it by self, but is good to know that I’m not alone in the Hp unsatisfied customer world.
February 2nd, 2008 at 2:49 pm
Is it possible to buy the screen bezel that goes around the LCD screen? The left hand corner had cracked and chipped. The screen and latches are fine…just want to replace the plastic bezel. When i called HP, the tech (who didn’t speak english very well) said HP doesn’t make that part…hunh??? Any ideas?
Thanks in advance.
February 2nd, 2008 at 4:07 pm
Jack from 123 above
I called on 2/1/08 (the day you wrote that coment) and the supervisor told me that they had no knowledge of there even being an issue with the hing cracking. Do you have a web site that states this?
February 3rd, 2008 at 10:43 am
In response to post 123, where did they announce this. I have had the most frustrating conversations with hp who blamed me for the damage. I am director of student services for a major school district and guarantee that I do not “mistreat” my computers. These guys are a real piece of work! In any event, I am very interested in post 123. Where has this been announced?
By the way, purchased dv9660 in november of 2006 with the HD drive so it cost somewhere in the $US 1800 range.
December 26, 2007 left hinge failed and front bezel split from back housing at the left side.
December 27, 2007, called CompUSA because I purchased the “NOW I REALIZE IT IS COMPLETELY USELESS” 2 year extended warranty THAT COVERS NOTHING, and was told that I had mistreated the machine.
December 28, 2007, called hp and was asked if my kids had access to my machine because I had to have mistreated it. Stated that they didn’t know how much it would cost and offered to send a box out but that at a minimum it would be about $US 400. We argued because I asked how I was supposed to get the thing into a box if it wouldn’t close and would they consider the addition damage caused by forcing it into a box “mistreatment.”
Thanks for your site.
MEM in El Paso Texas
February 3rd, 2008 at 3:25 pm
I have a dv4000 and there are substantial cracks on lid near both hinges. I am very careful with equipment. This is absolutely a design flaw. Companies these days just don’t stand by their products.
February 3rd, 2008 at 7:48 pm
I bought my HP DV9233CL refurb from Fry’s electronics and got the 2yr extended warranty. After fighting with Fry’s and being told that there was a90% chance that HP (the people that they send it to for repairs) would say it was physical damage (ie my fault) I would have to pay $100 in diagnostic fees in addition to whatever the cost of repairs would be. More than a little pissed and unwilling to send it off under warranty (to repair nothing apparently) with the probability of having to pay I came home and found this site. Thanks to all for posting your experience. After doing the online chat with HP I got no where and I am now left to begin the phone tag with them starting tomorrow (Monday) to get some real resolution. The online chat rep did say that Fry’s should have to repair at no cost (a no brainer in my mind) but that could do nothing since it is not under HP warranty any longer.
I will still be calling HP tomorrow to make them fix their flaw. I will be getting a refund from Frys for the warranty that covers nothing as well. At least that is the plan and I will let you all know how it turns out. I will be better armed and prepared to deal with their deflectors and talk arounds now that I have read all of these posting. Thanks again.
February 4th, 2008 at 12:39 pm
Well, like everyone else here my dv9320us’ hinge broke on the left side. I emailed hp support today and the results appeared to be good. Here is a small quote from their email: “Nick, the issue you are experiencing is due to hardware malfunction of the notebook. As your HP product needs to be repaired which requires setting up a service.”
Notice they said hardware malfunction. Does this mean that they are finally acknowledging the problem? They also said they would not charge to repair it:
“A service order has been initiated to return your product to a HP repair facility where it will be repaired and returned to the address you provided.
The cost of this service to you will be: $0.00 ”
Anyone else had positive results such as this? Did they finally change their mind?
February 4th, 2008 at 6:38 pm
I had the same problem with the left hinge cracking and messing up the bezel on my DV9000T laptop and it was before the year was up, but I didn’t send it in until after the year warranty was up. Fortunately I had gotten the 3-year extended warranty and they were able to get my laptop back to me completely fixed in one week. I thought their service was hassle-free and very quick in my experience so far. I REALLY hope I don’t have to do this again, but if I do, it shouldn’t be so bad. I think a fair agreement with them would be to upgrade us to the 9500 series notebook. I think I read they designed it differently and this wouldn’t be a problem.
February 6th, 2008 at 11:09 am
I have a DV6426us and have yet to have this problem but I am very happy to have been fore warned, thank you all very much. After seen this I purchased one of those tablets that have the two fans that run off usb power and keep your lap completely cool while also dispersing all the heat from the laptop, coolpad or something. Thing is amazing! I can be on the laptop for hours on end, hell all day and night sometimes and no matter how long it has been or how hard I’ve been working her she’s never hot or even hardly warm. And my lap has thanked me for it too. Got it at wally mart. Not sure if it’ll save me, but maybe it’ll prolong the bliss before the bummer. Thanks again all.
February 6th, 2008 at 1:50 pm
STARDATE 02062008
FINAL LOG ENTRY
REPAIRS COMPLETE
Ok folks, quit your griping.
Here is the final in my posts relating my contacts with HP.
I dropped my dv9010us off with FedEx on Friday (02/01/08), and am now typing this entry on it at noon on Wednesday (02/06/08). Hp completely replaced the display assembly.
Summary:
1 month out of warrenty, hinge breaks.
Contact HP support via email and recieve the standard reply about costing $298us to repair. I requested that they refer it to a case manager, and they did.
Case manager agrees to fix the damage under warrenty, ships box.
I ship in notebook (without harddrive or battery) and it is back 5 days (3 business days) later.
lesson:
Be nice, understand that the people you are dealing with at HP cannot discuss nor admit IF there is a defect. Ask to have it repaired. if they say no, do not argue, just thank the person and ask to have the case elevated to the next level. remember, unless you are talking directly with the CEO, there is always a “next level”.
Again, listening to people gripe about their broken notebook is hard work. Be nice and help make it a productive conversation. If the person you contact at HP cannot help you, don’t argue, just stop the conversation have them move you up to the next level.
Good luck all!
Clay H.
C141Clay@comcast,net
posts 31, 81, 88, 116
February 8th, 2008 at 9:21 am
Same - Same
dv 9000 filed within 4 months returned twice. I did a full restore (all info wiped out). So I have had to re set up the computer 3 times this takes hours.
When I recived it back last week the second time I started it (before I had changed anything from factory set up) I recived a failure to start message.
February 10th, 2008 at 8:42 pm
Well, I also have an issue with the left hinge of my dv9035nr. The issue began as just the popping noise when the laptop is opened and close and has gotten steadily worse over time. It has gotten to the point that I don’t even close it, I keep it open on a desk at all times which totally defeats the purpose of have a laptop.
As of today I am having a new issue with the laptop. It is not even turning on! I’m guessing that maybe because of the hinge popping open some wires have become loose but i’m not sure. I’m planning on replacing the display bezel, enclosure and hinges and maybe this will resolve the issue. Please respond if anyone has a suggestion as to how to fix this issue. It did happen twice before and I was able to get the computer to turn on by slowly opening and closing it. Please help!
February 11th, 2008 at 5:37 am
Owner of a Pavilion dv9000t laptop. Usual problem as the rest of you, one day hearing a popping noise and next having to slowly closing the screen. However when I shipped the computer out taking about 2 or more weeks to get a call they said I had to pay over -$600- instead of a simple $300 for the rest of you. I declined and waited another few weeks for the computer to be returned. Then upon getting the computer back my dad told me that I still had a warranty when it was shipped out the first time, HP did not check this? I then attempted to contact HP about how my warranty was still valid when I first shipped it out only to be told to fax or email the papers saying when it was shipped to confirm it was still under warranty and they would call back. Waited about a day or two, receiving no phone call back. I called THEM back getting a new person every time telling me that I would need to talk to the original case manager but he was busy -every time-. Even being told that they would leave a note for him to call back I never received one. Eventually gave up after about a week of disappointment in their “service”.
February 11th, 2008 at 12:55 pm
I guess I am lucky and also unlucky. I purchased 2 dv9010 from Compusa back in Dec 2006. I bought one early in that December and the other late December. I had alot of problem with one of them the hinges went bad, the hard drive went bad, and finally the dvd player. These were all fixed under warranty. The other computer I am trying to get HP to fix it. I will let you know of the results of my efforts. I believe there is more going on because of the design flaw. I think the whole box may be heating up.
February 12th, 2008 at 10:04 am
I have had this problem as well. I am in the UK, my warranty has expired. I phoned up HP and said what happened and they said it will cost me £250 to fix this issue out of my pocket. I said that there is a website dedicated to this faulty hinge. I said that this is a faulty part of the laptop and I should not be expect to pay for it. He said he will go to see his superior he came back and said ‘thank you for letting me know about this fault, it is a known issue and this will be repaired for you.’
Well I was shocked, from seeing the problems people have had I nearly fell off my seat. Any way thanks for the site, I would of just thought it was something I did and not a fault.
Thanks, Glenn
February 13th, 2008 at 11:43 am
I had to replace the hinge on my dv9000 series (dv9030us). It was a pain.
February 15th, 2008 at 12:29 pm
Had the same problem, not going to bother dealing with HP. You can alleviate the problem by removing the 5 screws that are behind the rubber tabs on the bezel. Pull the front bezel away at the affected corner so you have some room to work. Apply epoxy to the edges of both the front and back bezels and then clamp them together. After the epoxy dries at least the corner will not be separating and there is less likelihood of cracking your display. This will have the same effect as holding the corners together with your fingers when you close the lid.
In my case I also recemented the little brass nuts into the broken recepticles, and tried soldering the metal frame that is around the LCD because it also cracked from the stress of closing the lid before I knew there was a problem.
This isn’t a repair, just a way to live with the problem. With the price of computers these days it is not worth it t invest $300.00 for a repair. Remember, that if you return an HP Pavillion that you bought at Costco, it is HP that gets it back, Costco does not get saddled with the liability. So you could always go buy another Pavillion and make sure you return it to Costco before the 6 month warranty period expires, citing the probability that the hings is about to crack as your reason for return.
February 15th, 2008 at 2:13 pm
Ok, so after talking to hp about the problem, they basically told me that no matter what I had to pay around 400 dollars to fix it, of course I said no, then I take it to Best Buy, thinking that the geek squad could do something about it, and all they tell me is that I have to pay 85 dollars for shipping plus whatever hp decides to charge me!!!
So then I took me last chance with Costco, (since I bought the laptop there; but since the laptop is out of warranty, I thought they would just tell me to suck it up) and they give me the tech support number, I talk to them and explain the problem, so they tell me they would get in touch with me, and today I receive a call from Costco and they tell me that they will pay for everything, even shipping, man was I happy!!!
I still sent an email to hp customer relations manager and told him what happened, and of course, I mentioned this website, if enough people write, trust me, we’ll catch their attention.
February 16th, 2008 at 11:30 am
Piece of crap laptop. I bought my DV9000 from Best Buy shortly before I moved to Europe. It worked fine while I was still in the US, but a few months after leaving the states, I started noticing the now all too familiar popping sound and little cracks. I, like others, tried taping the front and back bezels together, but that didn’t do much. NOW, as I sit here typing, I can’t help but see that damn crack running up and across the bottom left corner of my screen.
I don’t know how much longer this notebook will last, but it looks as if it’ll be a stationary desktop from now on. I can’t even close it anymore!
Unlike the rest of people here, I’m SOL living overseas where my warranties aren’t valid. YAY!
February 18th, 2008 at 1:22 pm
I originally posted on December 25th in regards to my dv9000 with a broken hinge. I have called HP a couple of times over the last month. I talked to a customer service rep, gave them all the info on my lap top that is out of warranty. They then told me to hold for someone else…a manager i guess. Both times I held for over and hour and never talked to the manager. Today to my amazement I got a call from HP and they are going to make the repairs at no charge. I still can’t believe they called. I had almost given up. I will provide an update when I get my laptop back. Don’t give up. They know this is a problem that they need to fix.
February 18th, 2008 at 7:56 pm
I bought my son’s notebook model @dv8210us back in July of ‘06 for my son’s graduation from high school. We bought the notebook frm Compusa, also got the extended warranty which was no good. The hinges came apart and ws told by Compusa that it was abuse. I did contact HP & ws told that the notebook was out of warranty, this has been going on since last year…We need to do a class action lawsuit on hp, inorder to get the problem solved…
February 19th, 2008 at 5:39 am
I of course had the same cracked hinge problem as detailed in the previous 137 comments. I contacted HP in January, but because the laptop was out of warranty they stated that I would be charged a little over $300 with tax and stuff. I needed it fixed so sent it in. When it came back it had a whole new screen on it and of course the hinge was fixed fine. However, when snapping back on the plastic cover in the center hinge the tech had cracked it. Sooo I had to once agian call HP to inform them that it came back cracked. After dealing with several On-line chat techs I was turned over to a person at the corporate office that called me directly. I was thinking that they were going to say they would not fix it but instead he apologized over and over and said he would send me a shipping box again. Once finding out what I had originally sent the laptop in for he stated that “although HP is not aware of this being a widespread problem, or manufacturing defect, HP woudl be happy to refund the money that they charged me for the original repair of the cracked hinge” Of course I was pleased but I couldnt help thinking that they refunded the money because they KNOW that they should never have charged me in the first place.
So I dont know if I got the hinge repaired for free because it had the second problem.. but I like to hope that HP has come to thier senses and realized that they have a flaw that THEY need to address and fix for people.
February 20th, 2008 at 2:08 pm
I just chatted online with HP and they will be sending me a box to send my notebook back to them. The whole chat took less than 1/2 hour. I should be getting it in the next couple business days. I purchased my notebook 4/17/2007 so it’s still under warranty. Of course she asked me if I would like to extend the warranty. I told her I would think about it and see how this repair goes. I’ll let you all know how the repair goes once I get it back, but I would suggest going the online chat route and being very nice.
February 20th, 2008 at 4:29 pm
The other morning I went to close the monitor/LCD and heard a large cracking noise from the bottom left of the monitor. I looked on the left bottom side of the monitor and the LCD casing where the security lock hole is was cracked open along the seam. The more I tried to close the screen the more it cracked with pieces of black plastic falling out of the case. I did a quick search and found this site because our one year warranty ran out 3 months ago. I tried the online chat help at 1 am which the tech told me it was out of warranty and would cost $375. I asked to talk to a Case Manger which they told me because it was after 6 pm EST they would call me back within 48 hours. 48 hours later no call so I called back, spoke to a tech who told me again it was out of warranty. I ask to speak to the Case Manager, waited 15 minutes on hold and finally got a hold of the Case Manager. Within 5 minutes they said they would send me a box to send it back for repair for free. To save everybody time if this happens to you, The Case Manager gave me the below phone number to call the Case Managers directly. The Case Manager had no problem fixing the issue.
HP Case Managers’ Direct Extension
877-917-4380
February 20th, 2008 at 6:14 pm
I have the same problem on a dv9000… hoping to find a new casing for the lcd as i don’t have a replacement plan for this laptop…. only one i found so far has been terribly expesive… at this point. At first I thought it was just mishandled until I read some of the same complaints on this page
February 20th, 2008 at 9:49 pm
Wow! I can’t believe how many people have the exact same problem that I have been having with my hp dv9000nr notebook. I just got done talking to an hp customer care person and he said this was the first time he had ever seen of a problem like this. I knew that was BS! He said it cost me about $321 to repair and it is funny that this started happening a little less than a month after my warranty expired. I brought this thing from best buy. I haven’t yet contacted them about it, but it doesn’t sound I would have any luck with them either.
February 21st, 2008 at 3:41 pm
The left hinge just broke on my dv8000.
TOtally sad.
February 21st, 2008 at 5:03 pm
Well, my case turned out well. HP sent me a prepaid fed-ex box, I put my laptop in it, and within less than I week I had my laptop back.
HP replaced both hinges, the motherboard, heatsync, and formatted the HD all for free under my one-year warranty. I am very pleased with their response and speedyh repair time. It seems they do indeed finally acknowledge the issue as a hardware malfunction. I hope they continue to repair this laptop for all.
February 21st, 2008 at 6:17 pm
i bought 2 dv9010us HP notebooks in december 2006. so my laptops are 14 months old. one of them has developed the left hinge issue and is splitting. this is such disappointment. i love the computer, and like many, i’m now out of the warrently period and can’t afford to spend hundreds of dollars, to fix someone elses’s design flaw. I’d really like to know where this leads. Please keep me alerted to the status of this unfortunate issue. -jhg
February 21st, 2008 at 10:06 pm
I have the very same problem. Now I have to spend the time on the phone to see if I can resolve the issue. Thank you for the info. concerning this problem. I will certainly be mentioning the information I have found here.
February 22nd, 2008 at 3:46 pm
thank goodness i have found this site….i thought it was just my problem…having read all 100 plus complaints i am now suitably armed and ready to do battle about my HP Pavilion dv9000…. i have had this problem for the last couple of months and wasnt sure what to do about it. My warranty was up end of December 07 so i thought
i would have to suffer the cost of repair..now i realise its
a design fault and will insist its done f.o.c will report back on my progress in due course….thankyou to everyone who has taken the time to report and update on their own particular experience.
February 22nd, 2008 at 4:19 pm
Purchased HP dv9000 14 months ago and today nticed the problem referred to on this site. Very interesting, I shall be contacting HP after I complete this email.
February 23rd, 2008 at 12:42 am
Well, same case, bought my dv9201 which is almost a year old now, the dvd drive keeps popping out randomly (annoying), yep heats up like in 10mins of use, have to put a book below the notebook raise the air vents, the webcam works only when it likes to doesn’t matter if it’s on XP nor in VISTA, well besides this, it’s a good machine.
February 23rd, 2008 at 11:39 am
From posts 32 and 44 above…
Much to my relief, it turns out that HP is now willing to provide hardware support for my laptop within India (since the dv9000 series is being sold here now).
I turned in the machine for service at a local HP service center on the 18th of Feb (Monday) with the following complaints:
- cracked notebook hinge
- overheating with thermal cut off
- battery failure (0% charge with blinking status LED)
February 23rd, 2008 at 8:14 pm
i to have a hp pavilion dv9000 notebook left hinge crack lcd plastics and lock seperating for 6 weeks now but the laptop operates and work perfect!!!no abuse whatsoever opened it one day and heard a noise gets worse the more i use it.i called hp and micro center the place i purchased from they told me i had a 1 year warranty with hp and i purchased a 3 year with microcenter date of purchase march 2007,after amonth of phone calls to hp promising to ship me a postage paid box to ship back to them i was told that i only had a 90 day warranty with hp because it was a refurbished model.i have been since calling microcenter and i took the laptop to them 7 days ago so the manager can examine it,he then told me he would contact hp and call me back this was a week ago and since then i have called there 4 times with other associates telling me he went to lunch and would call me back.still no call back !!!!help what to do
February 23rd, 2008 at 8:14 pm
i to have a hp pavilion dv9000 notebook left hinge crack lcd plastics and lock seperating for 6 weeks now but the laptop operates and work perfect!!!no abuse whatsoever opened it one day and heard a noise gets worse the more i use it.i called hp and micro center the place i purchased from they told me i had a 1 year warranty with hp and i purchased a 3 year with microcenter date of purchase march 2007,after amonth of phone calls to hp promising to ship me a postage paid box to ship back to them i was told that i only had a 90 day warranty with hp because it was a refurbished model.i have been since calling microcenter and i took the laptop to them 7 days ago so the manager can examine it,he then told me he would contact hp and call me back this was a week ago and since then i have called there 4 times with other associates telling me he went to lunch and would call me back.still no call back !help what to do
February 25th, 2008 at 6:52 am
From posts 32, 44 and 138 above…
I called up the service center to check on the repair status:
- the display hinges have arrived and have been replaced
- the motherboard is being replaced and they are currently awaiting delivery from abroad
Should be getting it back by the end of the week…
February 25th, 2008 at 11:43 pm
I called HP support on 2-21, then 2-22. I politely escalated the call. There was a problem because on the first call I didn’t get a ticket number assigned to my case. On 2-22, I spoke with a supervisor, politely but firmly indicating that I knew that this (broken hinge) is a factory defect from the hundreds of complaints on the internet, and no, I would not be paying to have it repaired, even though it was 126 days out of warranty. The box and paperwork arrived today (2/25/08) for the free shipping and $0.00 repair.
Stay firm and continue to push for the free repair.
Thanks, Admin and all contributors!
February 26th, 2008 at 8:02 am
In August of 07, I replaced the LEFT hinge on a customer’s notebook due to a crack. 6 months later, the same customer is back w/ the same problem.this time the broke hinge has caused significant damage.the hinge of course is broke,the lcd bezel is broke,the lcd back plate is broke ( the anchors are broke ),will not display video ( notebook lcd or extenal monitor ).since August of 07, I have repaired 5 dv series notebooks, all w/ the same problem.LEFT cracked hinge.HP definatley has a manufactering flaw.HP need to recall the dv series notebooks.
February 26th, 2008 at 3:45 pm
Well it took me a while to post but it happened to my lap-top. Warranty expired February 12, Hinge cracked February 16th, a whooping 4 days after warranty. I have a HP Pavilion DV9000 series. Basically I was on my laptop - closed it and a few hours later opened it and the back tried to break apart. That is when me and my husband looked into the problem and found this website.
Just one more adding to the growing problem.
Amy
February 26th, 2008 at 8:25 pm
Same thing, 1 year old, dv 9000. Left side cracking like the lid is wrenching on the pivot instesd of turning on it.Mine isn’t cracked.Who has a diagram of how this is constructed?
February 27th, 2008 at 1:54 pm
hi yes i am having this same problem i talked to a friend of mine who works fo dell computers as a technican and i took his advice that they might say it is physical damage. so i just bought the HP Accidental Damage extended warranty to be on the safe side im going to wait a few weeks because the plan doesnt cover pre-existing conditions , but then after that I am going to send it in. Just so you know u can purchase the extended warranty as long as the 1 year warranty isnt up yet
February 27th, 2008 at 2:40 pm
I, too, have a dv9009 (well, my wife does, which I bought for her) which is an advanced state of decay because of this problem.
I’ve been on chat with HP and they quickly offer to take it for repair or replacement, but dance around the question of it simply recurring next year.
My question/proposal: If everyone took pictures of their broken laptop, and uploaded them, would that not provide “evidence” of the widespread nature of this problem? It may or may not help those talking with HP, but I suspect it would be a powerful item in a small claims court.
Comcast just upped my personal web space to a Gig, IIRC, so we could post it somewhere like that so as not to kill the bandwidth charges on this site.
February 29th, 2008 at 3:25 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 2nd, 2008 at 11:21 am
Bet you’ll never guess….DV9000 left hinge crack…and yep, 14 months old. Out of warranty and the wonderful tech support can only repeat. “I em surry mem, your leptup is owt of werrenteeee” 45 minutes on the phone and I finally get him to agree to have supervisor contact me (within 24 hours) We shall see! I told them about this site and that some owners have gotten their machines repaired out of warranty and they can’t tell me no if they tell someone else yes!
We shall see.
OHHHH…. ANYONE HAVE AN ISSUE WITH THE MOUSE TOUCH PAD WEARING? (SILVER PAD WORE THROUGH AND IT”S BLACK IN THE MIDDLE NOW?) THEY TOLD ME 2 MONTHS AFTER I BOUGHT THE LAPTOP THAT THIS WAS WEAR AND TEAR AND NOT COVERED UNDER WARRANTY. BS IF YOU ASK ME.
HP?! never again. Dell rocks!!!!! Dell would never let this happen and if it did, they would correct it immediately!!!!
March 2nd, 2008 at 2:13 pm
My left hinge just cracked/broke today and i called them and they are asking for $300 for repair which i think is ridiculous cause all i did was open the lap top and it broke. They say warrenty only covers hardware and not the screen. I still have warrenty on my laptop too and it broke after 11 months
March 3rd, 2008 at 12:42 pm
As all the others before me, i purchased a hp 9207 april 1st, 2007 and my left hinge cracked/broke on this past weekend.. fortunately this webite exists and i am still under the 1 year hp limited warranty and i contacted the :
Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
Phone: (650) 857-1501
per Liam above…
i dealt with a case mgmt rep and he was very cordial and said hp/he is aware of the isssue and that he would transfer me to tech support to arrange the repair, he also said if tech support was unable to help he would take care of sending the fed ex box for repair…
when i spoke with the tech support rep (outsourced to India) he also confirmed that hp/he is aware of the heat issue and set me up for a fed ex pickup.. he then put his marketing hat on and explained that i would extend my warranty for one more year.. similar one at $139 or more enhanced accident included for $259 + tax….
another benefit to extending the warranty was a faster turnaround of repair ie. with extended warranty (either one) it would be a 3-5 biz day turnaround without extending it would be 9-11 biz day turnaround….
finally, i addressed the issue of hp just patching and having to possibly go through this again in 6 months, he assured me that hp was addressing the source/root of the issue to avoid similar structural degradation ….
thanks again to this website for giving me the facts to better deal with hp!!
March 4th, 2008 at 9:20 pm
I am thankful for this Website that gave me the information that I needed to boldly go to HP and ask for the repair on the hinge that I needed. With so many spending their time on the telephone with HP letting them know that the problem was real and that it had to be solved, it made it easy for me during the last week of February to go to them and get totally positive results.
Hp was very forthcoming and attended my needs very well. I am glad to see that a company that for years has stood for quality still is showing that they are going to stand behind their products. My unit was 2 months out of warranty. This problem totally blindsided me. But, they
took care of it for me.
If you are struggling with this problem, don’t hesitate to initiate your request for repair of left hinge failure that is not caused by abuse or accident. I hope that you are as please as I with the results.
March 6th, 2008 at 11:52 am
Just to add to the list. I have a DV9000us bought in november 2006. Exact same problem happened to me in December 07. Just outside the year warrenty. I am calling HP directly to deal with this outrage. Judging from flood of comments, this is obviously a Manufacturing flaw. My machine was rarely transported, hence, rarely opened and closed, it was docked 95% of the time.
I am calling today, i will post later about my personal experiance.
good luck to all
March 7th, 2008 at 4:34 am
this is the second time my HP DV9000 has cracked since new in under 13 months, as described the left hinge . I think I,ll fix then sell Apart from this fault very poor service or care from HP service Debt,they just don’t want to know about it . I have been recommended Acer.The dv 9000 laptop is an absolute dog of a machine for someone on tour or mobile use. is heavy chunky and not practical or reliable . If it wasn’t for the design fault it would be barely tolerable the 17″ screen yes good but better to have smaller portable ,reliable and lighter,plug external screen if needed .I am disappointed with this model.
March 14th, 2008 at 2:57 pm
I’ve set up a facebook group where you can post your photos of your hinge cracks - This group isn’t officially linked to this blog, but ‘admin’ if you read this, you’re welcome to get in touch with me.
I’ve had success with HP telling me they’ll repair for free, but I’m more concerned with the heat this thing produces, as that appears to be the cause of the problems.
anyway here’s the link -
http://www.facebook.com/group.php?gid=10711180665
Nick
March 14th, 2008 at 3:53 pm
I too had this problem, my hinge I think is cracked since it does not open correctly and the bezel around the lcd sticks out now. I did notice you can buy the hinges on the HP site for $50 so I may go that route. It is ironic, my warranty has just expired so hopefully due to this site they will fix it. I work for a computer tech company but still have to pay for the parts and do the work myself or send it to our laptop repair people. I will let you all know what happens, thanks for the person who put this site up. If you get stuck a partner company of ours repairs notebooks a lot cheaper than HP, but the turnaround will probally still be at least a week.
March 14th, 2008 at 7:37 pm
My last post was 143. I am happy to say that HP sent me a box to send the computer back and only 4 days after returning it I had the computer back. It appears that they replaced the entire screen. DO NOT GIVE UP. HP Knows that this hinge issue is a problem and they will fix it for free.
March 15th, 2008 at 8:02 pm
From posts 32, 44, 138 and 160 above…
My laptop which was handed in on Feb. 19 is still with them. They first changed the hinges but the display assembly wasn’t steady so they replaced the whole display assembly along with the LCD. The motherboard was also replaced to fix battery charging issues.
Presently I’m awaiting replacement of internal cables (like the Quickplay one) which were damaged somehow…
March 17th, 2008 at 10:14 am
We had the same problem with our HP laptop. Took it back to Circuit City where it was purchased. It was just over a year old but under extended warranty. They returned it and it was immediately returned refused. Circuit City knew of this site and had received others returned also. They contacted HP and Circuit City Corp. became involved. HP replaced complete screen and also hard drive which we were not having problems with. They are now repairing, free of charge, if you can get the recall code. Just be persistant. Return to store purchased from and keep insisting. They are replacing free of charge now. Good Luck.
March 17th, 2008 at 3:15 pm
Update: My laptop was 3-4 months beyond warranty but HP agreed to fix it. They tell me that they are given the authority to approve that fix (if you call the case manager number above, that is.) In any event, i had to talk to several different people before getting one to agree to fix it so don’t give up. Long story short, they sent me a box to ship it to them and 2 days later, they sent back the repaired laptop. I removed the hard-drives per someone elses advice and I have not had any problems. Let’s hope that’s the end of it.
March 20th, 2008 at 6:49 am
From posts 32, 44, 138, 160 and 177 above…
I got my laptop back today. The entire display assembly was replaced along with the motherboard and some internal cables. The repair took a month since the parts had to arrive from abroad.
I know its rude to use caps but I am going to just to get your attention: DO NOT SETTLE FOR JUST A HINGE REPLACEMENT. THE NEW DISPLAY ASSEMBLY HAS A COMPLETELY NEW DESIGN WHICH IS ALMOST IMPERCEPTIBLY THICKER. The LCD panel also sits about half a centimeter higher than it used to (the top bar has become thinner in the new design).
March 20th, 2008 at 7:22 am
I’m in Toronto Canada and had the left hinge problem. It just cracked one day and now it’s a mess. I’ve been fighting with an HP Case Manager for a month. In that time, he replied to my emails twice. Unreal. I was getting really ticked. He refused to even acknowlegde this website. I called the HP Canada head office and they had me write an email to the CEO. Within a day, the Exec Customer Relations Manager emailed me to say that they will fix it free of charge and are sending me the box to ship it back in.
I would like to say a VERY SPECIAL THANKS to the creator of this website and all the people who posted here. Without all of you, I would never have had any ammo to fight them with. This website was the reason I am getting my laptop fixed for free.
THANK YOU EVERYONE!!!!!!
March 20th, 2008 at 7:12 pm
I have the same left hinge crap problem. I first used the chat to contact HP online about this problem, and was greeted pretty courteously by the HP assistant. After some discussion, I was told that he would refer me to the case manager for a free repair mail box. 2 days later the case manager contacts me and asks me to elaborate on the problem, which I do so. How is it with so many complaints regarding this specific case, HP seems to not acknolwedge the existence of this problem? I went on to point out this problem, and how it’s a design flaw as well as this site to the case manager. How can we get HP to acknolwedge this problem exists? Should I just keep trying to call HP (will I have a different case manager?)?
March 21st, 2008 at 6:53 am
I have the some problem as others. Left hinge is frozen most probably from heat and using the wrong material for the hinge. Design flaw.
March 21st, 2008 at 9:03 am
Yep me too. 14 months old. Symptoms exactly as described. Ba****ds
I am in UK and am going to complain on Monday. Let you know how I get on.
March 21st, 2008 at 11:45 am
I called Hp for the second time to find out why the case manager had not called me. Talked to the customer service agent he could not understand why it was going to a case manager when my lap top is cover by a recall on the hinges. I guess you just have to keep asking to get hp to own up to the problem. They are sending me a box on monday and repairing for free. DV9005us out of warranty for 143 days.
March 21st, 2008 at 10:02 pm
Well, I’ve had my laptop for a couple years and the hinges cracked completely just the other day. (By the way I have a 6 year old HP laptop that is in great condition and it doesn’t have hinge problems at all and this one that’s broken is less than 2 yrs old). I called HP yesterday afternoon and fought with them until late this afternoon. I finally got them to agree to fix the hinges for free, but not without a major fight. My model is the HP zv6000. I buy ALL my electronics from HP. I have four computers, three printers and two digital cameras, they are ALL HP products. I am a VERY loyal customer to them and even with this problem, I will continue buying their products. In fact, I stated such to the case manager I was finally able to speak with. The first tech that I spoke with was very rude and absolutely refused to let me speak with a supervisor. I told him that was okay, that I’d hang up and call back. You know darn well that when you call back you get someone else….well that someone else was willing to let me speak with a supervisor, the supervisor still stated that my laptop was out of warranty and that there was nothing they could do. Well I kept pushing the issue and finally got a case manager and explained to him for the hundredeth time what the issue was. He stated he was very sorry and acted like he wasn’t going to do anything…I just explained to him yet again that I was a loyal customer and that I felt this was a manufacturer defect. He was super nice to me and finally agreed to fix the problem for free. I’m supposed to get my shipping box on Monday. I’m glad they are fixing it, but they really need to fix the design…..
They quoted me $298 by the way…
For those of you that have the same issue and are going to contact HP support, be persistant…that’s the only way to get what you want. You need to talk with a case manager, thats as high as I had to take it to get what I wanted.
Great site by the way! If it weren’t for this site I wouldn’t have known that it was a design flaw….
March 23rd, 2008 at 9:16 pm
I bought my HP dv9205us on Feb. 8, 2007, and right around the time the 1 year warranty expired, an army of problems assaulted me out of nowhere (ironic, or careful planning on HP’s part?). For starters, my HP Wireless Assistant only works about 25% of the time now, even though there is nothing wrong with my router, I keep getting the blue screen of death more frequently, last week my computer erased everything on my iPod for no reason at all, and if that wasn’t enough, the left hinge on my screen just broke about an hour ago. I paid about $1,200 for this computer, and it has failed me. I am not happy with HP at all, and I am switching to Macintosh as soon as I can.
Thank you for bringing to my attention that it’s not just me experiencing these problems with my HP dv9000 laptop.
March 24th, 2008 at 4:55 am
Same here. Happened about 13 months after I bought it in the US. Can’t close the lid anymore so how will I even get it shipped out for repair? Also now working in Europe so there is NO option to get it repaired. Over heats all the time so I have to put something under it to get better air flow.
Yep on the random DVD pop out. Has a mind of its own. At times not even usable.
I will NEVER buy another HP and tell all my friends and work mates the same. This laptop is garbage.
March 24th, 2008 at 10:19 am
HI, even I had the same problem with my dv9000 cto laptop. I called HP regarding this and argued for long but the reps on phone didn’t agree. Then I tried chat support believe me the rep without any delay arranged a free repair even though the system is out of warranty. Delighted by the guys at chat support. I think chat support is best compared to phone support and I suggest people should contact the HP chat support.
March 24th, 2008 at 9:40 pm
ok i had the same problem i just discovered it recently
my hinge broke … unfortunetely i devided to use my laptop and after a week a wire to the screen got broken as well … now i have problems with both the hinge and the wire … nightmare
March 27th, 2008 at 2:19 pm
I would suggest that people start loging into webs sites like circuit city and post reviews of this lap top. Maybe it will stop someone else from making the same mistake. Hp might start to understand that they have to stand behind there products.
March 29th, 2008 at 9:44 pm
Chat support..yes they will repair….send it to them…absolutely WILL NOT send parts…told them I’d buy a new one before doing without for weeks…..sending laptop through mail with all personal info on it….
WILL NEVER BUY HP AGAIN..PERIOD
March 30th, 2008 at 8:57 am
I had this cracked hinge problem after 5-6 months after purchase on my dv9010us. I called HP (still within a year of purchase). They sent a box, I sent it out and it was back within about a week. They fixed it perfectly and I haven’t had a problem since.
They repaired it relatively quickly and free of charge (including shipping). I was very pleased and can’t complain about their service at all.
I love this computer and haven’t had any other problem with the machine or with HP support.
March 31st, 2008 at 6:32 pm
I am glad to see this site! I have been searching for parts for my dv9000, bezel display, back cover & hinges until I saw this site. I am so glad that I am not the only one with this problem. My laptop is about a year old & have the same problem as everyone in this site. I do hope that HP will stand behind there products & will fix the problem with no charge due to workmanship flaw.
March 31st, 2008 at 9:28 pm
damn, i just bought a dv9704tx few weeks ago.
i hope this crack is not a big deal =:O (see pic 1)
http://img259.imageshack.us/my.php?image=dsc06347pa1.jpg
btw heat could be the reason.
my laptop heats up so quick, especially under the mouse pad, where gfx. card is installed (i think).
http://img381.imageshack.us/my.php?image=dsc06348qx2.jpg
why do they put the things prone to heat-up quickly in such place
.
if i keep the laptop on my lap for more than 15mins, my laps are heated-up.
will contact HP for this, i have a HP desktop, very pleased with it, thats why i went for HP laptop, otherwise DELL XPS was my choice.
April 1st, 2008 at 9:33 am
DV9000 series 17″ notebook - left LCD bezel seam coming apart all by itself. Warranty over in November of 06.
I read on this blog that a few people have had some luck using the on-line HP tech support chat service so, today, I gave it a try. Here’s the conversation:
Adeline: Hello Ken.
Adeline: Welcome to HP Total Care for Pavilion Notebooks . My name is Adeline. How may I help you today?
Ken : Hi Adeline - I have noticed what appears to be a major design flaw on my notebook and I think it needs to be brought to your attention.
Ken : The left side seam of the LCD bezel is coming apart all on it’s own. I have done nothing to cause this.
Adeline: Ken, I understand that the left Bezel of your Notebook is broken.
Adeline: Am I right?
Ken : Yes, it has been coming apart ever since January of this year. I have been very careful with this and have not caused any of the damage myself.
Adeline: Thank you for confirming the same.
Adeline: Please provide me the Product and Serial Number of the Notebook? You can find the Serial Number of the Notebook by locating on a sticker attached to the top or back of the Notebook. The Serial Number appears like CND42300RL and the Product Number like DZ329U#AYD.
Ken : Sure, CNF6393JVG.
Ken : and…RG341UA
Adeline: Thank you for the information provided.
Ken : Your welcome.
Adeline: Ken, please be online with while I check details with my manager.
Ken : Thank you, I will remain here.
Adeline: Sure, thank you.
Adeline: Thank you for your time and patience.
(ten/fifteen minutes go by…)
Adeline: Ken, in this regard I will escalate this case to the case manager so that he will call you back and then you can send the Notebook for repair.
Ken : Ok, how long before I receive a call back?
Adeline: Ken, you will recieve a call within 24 to 36 hours of time.
Ken : Is this a known problem with these notebooks?
Adeline: Ken, no there is not known issue with this Notebook’s.
Adeline: Ken, if you wish you can send the Notebook now but it will be charged.
Ken : Then please take note of all the HP customers with the same problem on www.notebookhingecrack.com
Adeline: But if our case manager speaks to you and agrees for free service then you will not be charged for repair.
Ken : When researching this bezel opening on-line, there seems to be a lot of the same problem going on with other HP customers. I’m suprised HP doesn’t seem to know about it.
Adeline: Ken, yes I have gone through it and that is the reason I am escalating this case to the case manager so that you can get free service.
Ken : It always seems to be the left side of the LCD bezel and mostly on DV9000 series notebooks.
Ken : I’ve also found there have been a lot of cases that were fixed free of charge by HP even though the warranty had already expired.
Adeline: Yes, I can understand.
Adeline: Ken, I would have arranged free service for your Notebook if I had options but as per my options I can only escalate this case to the case manager.
Adeline: I hope you understand.
Ken : Who is the case manager?
Ken : Why are you telling me to go away/.
Adeline: Ken, I am not authorized for providing all the details.
Adeline: Ken, please provide me your shipping address and phone number so that I will escalate this case to the case manager.
Adeline: I am not telling you to go away.
Ken : Ok, my phone number is XXX-XXXX I don’t feel comfortable sending my address on-line.
Adeline: Ken, thank you for the information.
Adeline: Ken, I will escalate this case to thecase manger.
Ken : Thank you for your help.
Adeline: Ken, if you wish you can also contact our phone support.
Adeline: You are most welcome.
Adeline: To contact our HP Total Care phone support in the Canada call
1-800-474-6836. Business hours are 24 hours a day, 7 days a week.
Ken : Isn’t a case manager supposed to call me?
Ken : Hello?
Basically, they just told me to go away. Since I’ve already tried calling on the phone I have never received a call from a case manager even though I was told TWICE to expect a call from one. I’d be very suprised to hear from one.
April 1st, 2008 at 10:29 pm
i’m shocked to hear how many people are having the same problems that i’ve been having with my HP DV9000 !!! i purchased my notebook in Oct 2006 and it broke a few weeks after the manufacture’s warranty expired. I’ve called HP and they stated that even if it was within the warranty time period, they would not be able to fix it without charging. The customer service reps basically quoted be $400-$600 to get the left hinge fixed or her best advice was to “purchase a new notebook.”
April 4th, 2008 at 6:43 pm
I have a dv9000 that broke on the left side first. I then took it apart and I saw what the problem was. The hinges are way to strong for the type of metal they use to bracket the monitor. I then fabricated the hinges to be a little weaker which only worked for about two months. Now I’m stuck with a computer that cant even hold up the monitor on its own. I’m also having problems with the computer getting so hot that the hot keys that controls the HP DVD Quick Start, volume, etc. going on and off when the laptop is shut and powered down!! I’ve read most of everyones comments and still haven’t found an American phone number to call. Should I just call technical support on the HP website. For the people that did succeed in getting a free repair please give me step by step routine that you followed. Thanks in advance. Jason.
April 6th, 2008 at 9:26 pm
Just wanted to add my name to the growing list. I have a dv9000 and am suffering from EXACTLY the same problem described above. I called and was within warranty by 20 days, so they said they’d fix it for free. i’m lucky though. It’s obviously a design flaw, and it’s totally unfair if just because you’re outside of warranty they won’t fix it.
April 6th, 2008 at 9:31 pm
sorry, just read the comment above mine. I went to hp’s website and used their online chat.
April 7th, 2008 at 10:38 am
Re: post 196 above. HP online chat support had told me to expect a call from a case manager as my call had been escalated. That was the morning of April 1 and it is now April 7. I still have not received a call from a case manager. This is the THIRD time I have been told to expect a call and still no one has done so. REDICULOUS!
April 7th, 2008 at 11:49 am
OK! After calling them on Friday and being told it would cost $298 but I was escalating, I spoke to sweet Tiffany and she said it’s a “known problem” and sorry they sent me up? I assume that means I shouldn’t have had to escalate? I don’t get it and I don’t care because they are sending me my return box and I guess fixing it for nothing. So, yay me! I will definately post in the final conclusions area of the site if and when this all works out.
April 8th, 2008 at 12:38 am
i bought my dv 9000 6 month ago and after 1 month , it played a role of a fricken frying pan , it gets too hot that i can not use it as top , coz it fried my balls , and the headphones jack stoped working after the second day i bought it , i sent it to hp to fix and still waiting for them to send it back..
April 8th, 2008 at 11:51 am
dv9013cl. Purchased Nov 06. Left hinge failed March 07. (Right hinge is a little loose, but I wouldn’t have thought that was a problem before I found this site.) Failure presented as described often enough here: popping sound; separation of LCD case near security lock; bits of black plastic falling out; functionality OK but have to press the case together at the left hinge when opening or closing.
Found this site yesterday afternoon and, after reading some success stories I called HP last night. Got through tier one and tier two, both of whom explained “out of warranty” and $298 for mail-in repair. Asked for the next level and was promised that a case manager would call me “within 24 hours”. Did not hold out hope.
Happy news! Case manager called today. Very polite, very competent. With NO PROMPT from me, he offered mail-in repair for no cost. He mentioned that it was out of warranty but he would do this for free anyway since he had “had some other calls like this”. Looks like this might work out for me. I’ll post again when I get it the machine back.
(Casey at HP — if you’re reading this blog, and if I were a case manager, I would — nice chatting with you.)
My case rep also mentioned that HP was not yet saying that this was a “known issue with this model”, and hinted that the number of hinge complaints was quite small. My conjecture is that HP is adopting a policy of “repair if the complaint persists to the case manager level”, but “do not admit to a model-wide design flaw”. This likely means good news for anyone with an unresolved hinge issue. I recommend you call HP; be polite; at each impasse ask to talk to someone higher up. And send this webmaster 20 bucks!
I’m sending $10 today. I’ll send another $10 when the machine comes back
April 8th, 2008 at 2:55 pm
alright this is an update one 198. i talked to a case manager after talking to a clueless lady on the customer support number(before her I talked to an american that could speak good english but had to hang up because I was busy at work). I stayed calm with the lady and just kept on asking for a case manager until she caved in. I then called the number she gave me and talked to another lady(american case manager) and she took 5min to review my case. she claimed she had never heard of the problem but i offered to give her this website and she said no but she would give me the service for free. all together it took around 30-40 minutes to get my free service. JUST BE PERSISTENT AND DONT GET ANGRY AT THEM AND THEY WILL GIVE IN. good luck with you all and ill let you know what happens when i get it back.
April 8th, 2008 at 6:35 pm
This site is what the internet was made for! I’m so glad that I’m not the only one. I’ve baby all my electronics and this left hinge just popped open last night and I couldn’t friggin’ believe it!
Thanks to finding the site, I’m hopeful to get this repaired even though it’s out of warranty. HP would be best served to fix this since it’s a known issue - it’s a shame they don’t have a voluntary recall.
Hopefully my case manager will call me in the next 2 days and help get this rectified in a fast manner.
Thank you so much for such a great site!
April 10th, 2008 at 8:39 am
I have a dv8000 with the same cracked hinge problem. My warranty was up about a year ago. Will call HP to see if they will rectify the situation. I’ll take the advice or other posters, and be nice but persistent as they know there is a design flaw. Hopefully they’ll fix it. If not I guess I’ll have to order a new hinge. Thanks, I’ll repost my results.
April 11th, 2008 at 7:01 pm
I have a dv9000 and the same problem was came but on the right side. My computer is under warranty but HP said I have to send my computer in to their company. I don’t know why they can’t send me a new hinge.
April 12th, 2008 at 12:04 pm
this hepled me find out what is wrong with my laptop but im ticked that i work all summer for the best laptop i can find brand new and jus now having this problem. but my hinge isn’t cracked, it just has the left side split apart when i shut or open my laptop! is there any way to fix it!!!!!!!!!!!!!!! i can’t carry this thing any where and ain’t about to buy another one. please send me info on how to fix this problem because the best i have gotten is a sales rep at office depot telling me to try gluing it!
April 13th, 2008 at 10:49 pm
1. Where do things stand with the lawyer and hp on this matter?
2. Has HP redesigned the hinge, is hp working with u to resole the hinge issue design?
3. From what I see, you deserve compensation, for your design if it resolves the problem. I am all for it.
4. What a shame. My first notebook purchase, figured I would spend a little extra money on the notebook, so that it would last longer then the standard 2 years. And the hinge and bezel breaks in the first year.
5. I have dropped work notebooks before, but I have handled my own personal one with kids gloves.
6. Was bummbed when I went to upgrade the Memory that it was maxed out with 2 gig. What a bumber. I was so proud of my hp too.
April 14th, 2008 at 7:34 am
Last sunday i joined this club of “broken left hinge”
btw, this is holland! An excellent service !!!
I informed the Hp helpdesk and referred to this site. Today I got an anwser from the helpdesk, they told me that Hp will offer me a free pick up & repair!
April 14th, 2008 at 3:09 pm
To laptopkid, post number 209, above me:
Your hinge is cracked and broken. The cover now supports the force of opening and closing the laptop, therefore splitting it apart. You have the same problem as the rest of us. What you need to do is calmly state your case to HP Level 1 support, who will attempt to deny you at first since you may be out of warranty. If you’re in warranty, then great, they should give you no problems. Be sure to refer them to this website, (again, stay calm, but firm). If the Level 1 support technician still fails to understand your concern, kindly ask to speak to his/her manager. If they refuse, don’t flip out; hang up and get another technician, and start over. (Notice the theme here is staying calm and firm). Eventually you’ll want to ask the Level 1 manager, or Level 2 technician to speak to a “Case Manager”. The case manager will call you back and have you redescribe your problem. Again, this power of this website is infallible. Mention it, tell the Case Manager how to find the page, tell them what to look for. Once the Case Manager understand that this problem is widespread, he/she will most likely offer to fix the problem free of charge.
April 14th, 2008 at 7:38 pm
laptopkid from 209, this is jason d from post #205 I had the same problem as you did and that was the root of the problem. I super glued the heck out of that area and reinforced it with duct tape and it still shattered the left hinge. What is really happening is the bracket(holes that hold 4 screws) that holds the hinges into the back monitor cover just stripped. The next thing thats going to happen is your hinge is going to break. My advice is to have hp fix it before it gets worse.
April 15th, 2008 at 12:31 pm
hp have now admitted known fault with my dv9050ea cracked left hinge and motherboard
their picking up and doing all repairs f.o.c laptop 16months old out of warranty.
offering extended warranty on the hinge and motherboard as a one off.
i quoted site and had the office of fair trading behind me. (phoned up and had a case number issued)
uk customer
thank god for this site.
will be making a donation to this site as a thankyou
April 16th, 2008 at 8:12 am
Update on 204. Success. My laptop was returned in perfect working condition yesterday. No hassle. No charge. Thanks again to the creator of this website.
April 17th, 2008 at 10:35 pm
I have a dv 9000 I got in December 2006 so it was out of warranty. The left hinge cracked, and started separating at the left side security hole. I found this website and contacted HP online chat who told me that someone would be contacting me by phone. The next day I received a call and was told the repair would be free of charge and they would fed ex a return box to me. There was no haggling at all. I explained the problem and they said it would be repaired. I got the box on April 11, sent my computer in on April 14, and got it back today, April 17, 2008. Everything is working fine. Thanks very much for your website - I knew who to contact and what to say.
April 19th, 2008 at 7:11 pm
I am a soldier deployed to the Middle East, and I bought a dv9230us about 13 months ago (yep, warranty expired).
A few hours ago the left hinge cracked while I was trying to close the lid.
I found this website, which I’m thankful for, and then tried chatting with a ‘technician’. This is how it went (well most of it, apparently I did not copy the whole thing):
Venessa: Not a problem.
Venessa: Could you please provide me the Serial Number (eg: CNS34915MC) and Product Number (eg:DS542U) of your Notebook? You may find that on a sticker attached to the underside of the Notebook.
Charles Rodriguez: ok
Charles Rodriguez: just a second
Venessa: Sure.
Charles Rodriguez: SN: CNF7072K08
Charles Rodriguez: product: dv9230us
Venessa: Thank you for the information.
Venessa: Could I have a few moments of your time while I search the information for you?
Charles Rodriguez: sure, i have nothing else to do
Venessa: Thank you for your time and patience.
Charles Rodriguez: your welcome
Venessa: Charles, DV9230US is the Model Number, let me know the correct Product Number.
Charles Rodriguez: oh, ok
Charles Rodriguez: rp247ua#aba
Venessa: Yes, this is the correct one, please stay with me.
Charles Rodriguez: ok
Charles Rodriguez: before coming here, I was looking on the web to see if anybody else had the same problem.And it looks like a lot of people is having the same issue
Venessa: Thank you for your time and patience.
Venessa: Charles, I found that your Notebook warranty has been expired.
Charles Rodriguez: I am aware of that
Venessa: However, I will arrange a call from our Case Manager within 2 to 4 Businuess days.
Charles Rodriguez: but it seems to me that this was a design flaw
Charles Rodriguez: case manager? sounds good
Venessa: Once if you receive the call, he will discuss the issue and arrange a free mail-in repair for your Notebook.
Charles Rodriguez: there is a problem though, I am deployed to the middle east as of now
Charles Rodriguez: so i cannot receive calls
Venessa: May I know when you will return back to US?
Charles Rodriguez: early ‘09
Charles Rodriguez: not looking good, is it?
Venessa: May I know if you are using the Notebook there?
Charles Rodriguez: yes, i brought it with me
Venessa: No need to worry, Charles. You can contact us any time when you get back to US.
Charles Rodriguez: the thing is, the laptop is not going to make it to 09 with a broken hinge
Charles Rodriguez: the lcd screen housing on the left side is starting to split open
Venessa: Yes, I can understand your concern, Charles.
Venessa: Charles, I recommend you try to handle the Notebook carefully by the time
you return US.
Charles Rodriguez: can’t I just mail it in for repair?
Charles Rodriguez: i mean, closing and opening the lid makes it worse everytime. It’s going to be rendered useless
Venessa: We can arrange a mail-in repair for your Notebook only in Unites states.
Charles Rodriguez: hmm, so soldiers are pretty much screwed
Charles Rodriguez: we have USPS over here too
Venessa: What is this for?
Charles Rodriguez: for mailing stuff, you know, United States Postal Service
Charles Rodriguez: ok, I don’t want to waste anymore of your time
Venessa: No need to worry, once if you get back to us, we will arrange a call
and then you are send in the Notebook for repair.
Charles Rodriguez: it’ll probably be too late
Charles Rodriguez: but thank you
Venessa: You are welcome.
Since it seems that I am a special case being deployed and all, I’ll try emailing and also a few phone calls.
April 20th, 2008 at 6:07 pm
I have dv 6000 and my right hinge broke a few days back. I am out of warranty. I called Hp support and got hold of tech 2 support but nothing worked out. He said I would have to pay for the repair. He repeated this about ten times and I got irritated with him. I hanged up after few minutes. Looks like every ones having the problem. I will try to call them back again sometime soon. This is a real problem.
Cincinnati, Oh
April 21st, 2008 at 10:31 pm
Another dv9000 with a cracked hinge
April 23rd, 2008 at 9:00 am
NOw the right one is going, can hear the plastic cracking.
Tried one last time, got case manager in canada..
Absolutly cannot send replacement hinge.
(Do not understand this…would be cheaper than sending repairing laptop, but I WILL NOT do without computer)
I am off to buy a new laptop…any suggestions??
WILL NOT BE AN HP…PERIOD.
April 24th, 2008 at 3:39 pm
Best way to close the lid:
If your hing crack is on the left side, line up the lock hole and using a broad flat-head screwdriver (I use the screw driver on my pocket knife) inserted into the lock hole, twist the lid closed with the screw driver, while lightly helping the lid close with your hand. This will help preserve the integrity of the lid so that it does not tear up as fast.
Never pay any money to have your laptop repaired even if out of warranty. HP will repair it, you just have to be persistent.
Don’t count on a case manager to call you. They often don’t. Just pick up the phone and call the toll free number again.
The motherboards are also frying, causing all kinds of things to not work right. They have admitted a recall for the motherboards at http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c01087277
There are a number of people in the military that are having this problem. I’d suggest organizing a military supply chain for transferring the computers to a base in the US for handling everyone’s HP notebook returns.
My Pavilion DV9005us also had a broken hinge and a frying motherboard that eventually crashed my hard drive. I’ve sent it in to be repaired.
Wayne Sallee
Wayne@WayneSallee.com
April 24th, 2008 at 3:42 pm
Also, if you don’t want to or can’t back up your data from your hard drive, take your hard drive out.
There’s really not much point in leaving your hard drive in the computer.
Wayne Sallee
Wayne@WayneSallee.com
April 24th, 2008 at 7:44 pm
I have a question for comment #190 (Michael Dobaczewski). When the wire also broke, did it cause a problem with the display? Can you discribe the problem? Thanks Jack.
April 26th, 2008 at 10:50 am
My Hour long chat session: (at times I really thought this person was joking!!)
April 26, 2008 12:30pm
Scott: I bought a dv9000 on 10/06/2006, today the hinge seemed like it was binding and I can not close it with out possible damage. I searched the internet for a possible fix and found the web site www. notebookhingecrack.com and found that over 1500 people have had the same trouble. Is there a program that you have to fix this problem for free?
Gavyn: May I know from where you purchase the Notebook?
Scott: hp on line
Gavyn: You mean from HP shopping?
Scott: yes, and I also bought another just 6 months ago
Gavyn: You have the option to replace the Notebook witin the 15 to 20 days of the purchase
Gavyn: So it will be better to replace the Notebook.I am providing you the number
Scott: Replace a $2000 notebook because the hinge is stiff?
Gavyn: Here is the 1 (888) 999-4747
Gavyn: number
Scott: Are you serious?
Scott: Is this number for getting the laptop repaired?
Gavyn: Scott it depends on you , If there is no issue with the Notebook , then you can keep it .
Gavyn: Not to worry, that a new Notebook do the hinge is a little bit stiff
Gavyn: it will become lose after use.
Scott: Do you have a badge or employee number to better identify you
Gavyn: Scott, is there any problem, May I know that Why you need that.
Gavyn: Scott are we connected?
Scott : I am talking about a defect that is known by 1500 people and HP. Hp has fixed this problem for free hundreds of times. Could you give me a case number for this
Gavyn: May I have your Notebook’s Serial Number , Product Number and the Model Number?
Scott: Also this hinge will not become loose after more use It is a year a a half old. It worked fine all that time and now does not move
Scott: Yes iI will get the numbers for you
Gavyn: Thanks
Scott: HP Pavilion dv9000t CTO Notebook PC , Serial: CNFxxxxNBZ, P/N ez379av
Gavyn: Thank you for the information.
Scott: still there?
Gavyn: Yes,
Scott: can i get a casre number?
Scott: sorry, case number
Gavyn: Just 1 more minute , I am checking with the , information you provided.
Scott: thanks
Gavyn: Scott thanks for the time, I regeret to infrom you that this Notebook is not covered under any such service enhanancement plan, Hence the repair will we charged.
Scott: It is a design flaw in thousands if dv9000s HP has been repairing them at no cost, this is what I want to do, I need a case number for this conversation
Scott: also check Service Enhancement# C01059646
Gavyn: Okay , let me check that.
Gavyn: Scott. checked the article
Scott: and?
Scott: still there?
Gavyn: It says that the issue is with the dv9000 model , but in our database you account is not attached wit the Enhancement notice, So I can directly careate the free Mail-In-Repair repair case, However I am Escalation the case to our Escalaction department
Scott: Thank you
Gavyn: They will arrange a free Mail-In-Repair for your Notebook.
Gavyn: For which I need some information
Gavyn: from you.
Scott: ok
Gavyn: === Additional information we needed to create the case ===
Please Also provide the following information about when we can contact you:
* Dates and Days (2 days):
* Time to call:
* Telephone Number to call:
Shipping Information:
* Name:
* Organization: NONE
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code
Gavyn: Thank you for the information
Gavyn: May I assist you with any thing else today?
Scott: When will i hear back from hp?
Gavyn: They will be contact you within 48 houres.
Scott: do you have a case number for me?
Gavyn: As the case will be created By the Escalaction department,so right now I do not have any, If you want I can provide you the session ID of our conversion.
Scott: that would be great!
Gavyn: Okay,
Gavyn: SessionID: 1001101120855xxxxxxx
Scott: Thank you for your time today
Gavyn: You are welcome.
Gavyn: Anything more That I can assist you with today?
Scott: Thats all thanks
Gavyn: Thank you for contacting HP Total Care Real-Time chat support.
Gavyn: If you need further assistance, please contact us again at: http://www.hp.com/support/chat
I will post with future information
April 27th, 2008 at 4:39 pm
I echo everyone else about how great this web site is…except for the founder’s anti-class action bias. There SHOULD be such a suit. Yes, they are fixing some laptops, but ONLY if you are intelligent, and thread their needle. This is intentionally hiding their product defect culpability, and a good class action attorney would make them pay big time for their evil behavior.
Basically, you can get a free repair and a free extended warranty. BUT, until you reach the case managers with a pre-existing ticket number, you will get the run-around from everyone else!
Like others say, the only good that comes from ‘click to chat’ is to get a ticket number. The rest of what they do is to try to persuade you to give up. Same thing with phone calling.
When they give you a ticket number, they’ll tell you the case manager will get back to you. They don’t.
Call the main number, given here before: 650-857-1501, or call the case manager’s number, given here before, 877-917-4380, but this last number is no good without an extention number: i asked for that when i first called. my guy’s extention was x94. I’m sure there are others… and the 650 number will get you thru to the case manager, …with some transfers…and phone tree hell.
They’ll give a repair for free (new display…new top half) AND they will give you a free one year (13 month actually) extended warranty, besides. Just be polite and firm.
The horrible thing is that the whole of HP tries to keep you away from this solution, and they give it so readily, if you reach the right person. On the click to chat, i mentioned the ’service enhancement’ detailed here:
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c01087277&cc=us&dlc=en&lc=en&jumpid=reg_R1002_USEN
but this is BS, because the service enhancement doesn’t apply with just a cracked hinge! Click to chat points that out, and tries to steer you towards thinking you are out of luck.
We got a pre-paid box, and less than one week turn around for the repair. You can get it too! Just somehow get a ticket number, ignore the BS and get in touch with the case managers and let them know you know this is a product defect, and thus expired warranty means nothing, and that you are educated by the notebookhingecrack web site. You’ll get the quick repair and the free extended warranty.
…and part of their repair is this new BIOS, which i think is designed to turn the fan on and off differently, so as to prevent overheating, which is the real hinge crack culprit.
We’re gonna get one of those under-laptop cooler thingies as well.
April 28th, 2008 at 12:03 pm
Hi, I found this site and realized I was not crazy or clumsy in some way. I even went and bought a new laptop becasue I figured I had broken it somehow!!!
THANK GOD FOR THIS SITE!!!! THANK GOD FOR CONSUMERS MAKING THE COMPANIES WAKE UP!!!!
I have put together sternly worded emails to HP after finding this site, even referenced this site to show HP that this was a design flaw.
I am just out of warranty, I made them aware of that, I gave them all of my info.
They responded pretty fast.
So far they have promised to have someone call me in the next few days.
Lets see what happens, i will report back.
Here is my chat over emails.
Hello Vincent,
Thank you for getting back to us with the requested information.
Your message and all information regarding the situation have been already forwarded to our quality department. Your case number is 8011172670.
You will be contacted at the phone number you have provided within 3 business days.
If you need any further assistance or clarifications, please do not hesitate to reply to this mail. We would be delighted to assist you.
Sincerely,
Sophia
HP Total Care
Hello Vincent,
Thank you for writing back with the requested information.
Vincent, I have reviewed your message, and it is apparent that this issue requires the personal attention of a supervisor.
Please get back to me with the following information:
Contact Information (United States):
* Full Name:
* Organization (if applicable):
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mail stop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
* Convenient Time for Callback:
NOTE: The callback hours are from 7 a.m. to 7 p.m. (MST), Monday through Friday.
* Alternate Time for Callback, (if we are unable to make contact the first time):
Please confirm the following Product Information:
Once the information has been updated in our database, a supervisor will contact you, within the next 3 business days.
Sincerely,
Sophia
HP Total Care
—–Original Message—–
From: vinmeganaga@GMAIL.COM
Date: 04/28/2008 10:59:10 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Re: HP Pavilion dv9205us Notebook PC e-mail suppor
Hi,
here is what I have.
System Information:
=====================
* Model Number (Pavillion dv9000
* Product Number (dv):
* Serial Number (
* Purchase Date:3/01/2007
I understand that I am out of warranty, but if this flaw is so well documented
(check this website http://www.notebookhingecrack.com/2007/12/01/hp-dv9000-dv6000-notebook-hinge-crack-results/)
that is HP’s obligation to the consumer to fix it. No product breaks right outside of the warranty period andcan call themselves reputable.
I can tell you what the problem is since I am metals engineer. This is due to the processor (the AMD) heating up so much it makes the plastic fail. then you have the heat weakening the plastic and all of the weight getstransferred to the metal hinge which is not strong enough to hold the force of the screen being opened and closed. You need to use a better quality, stronger metal hinge so the weight of the opening and closing of the laptop will be supported.
Please send me some way to get the computer to you, and I respectfully request that this be free of charge as other manufaturers like Toshiba have taken the lead in responsibility and have started a program to communicate this to the public and repaid the flawedhinge in their laptops as well.
Respectfully,
Vincent
HelloVincent,
Thank you for contacting HP Total Care.
From your email description, I understand that one of the hinges of the notebook is broken and you are unable to close the notebook. Let me assistyou in this regard.
I regret for the inconvenience you are experiencing. I do understand your concern.
Vincent, the issue you are experiencing is hardware related and needs onsite diagnosis. However,I can assist you in the best possible way, if you could provide more information relating to the product, as I am unable trace the notebook in our database with the details provided by you.
Please provide the following information. This information will help us accurately identify the Product, and allow us to provide a more thorough response.
System Information:
=====================
* Model Number (ex: ze4250, n5441 etc):
* Product Number (ex: C1234A):
* Serial Number (ex: US12345678):
* Purchase Date:
The Model, Product, and Serial number is located on the bottom of the notebook on a white sticker.
Refer the below HP web site link where information on Locating the Product Name, Product Number or Serial Number is clearly explained :
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?cc=us&docname=c00033108&lc=en&jumpid=reg_R1002_USEN
NOTE: Clicking the link may give an error indicating it is invalid.
Copy and paste the entire link in a new browser window.
Please get back to me with the requested information and we will be happy to assist you further. I would like to add that we value your precious time and would be here round the clock to serve you.
Looking forward to assist you!
Sincerely,
Sophia
HPTotal Care
problem description : the left side hinge of the case has crackedand the screen is not right and it wont close properly.
I see alot of issues with this being a problem on this laptop. Since I pad over 1k for this computer and after exactly one year, the left side hinge cracks. This is becasue HP used cheap partswith a low tensile strength and this cannot support the weight of the screen.
troubleshooting : The only thing you can do is fix this for me. Tell me where to send my laptop for service. Ifyou guys think this is not a design flaw then you are smokingcrack.
It is clear by the number of websites set up to fix the left hinge on the pavillion dv9000 that this is a design flaw that needs to be corrected by HP.
setting changes : I need HP to fix my laptop. This laptop is not transported, dropped, it sits on my dest, stationary.
Please remedy this piece of crap lid hinge issue, other than that you have a great computer here.
If this is not taken care of properly, I will never buyan HP again, and I will also return my HP Desktop that I purchased 3 weeks ago and purchase a more customer responsive brand.
April 29th, 2008 at 8:18 pm
Hi,
I had bought this dv9010us hp pavilion. i am having the same hinge problem. all of a sudden it starts cracking and it looks very bad. i tried to contact HP but they say its out of warranty and will not cover it and i have to pay $300 for service. Along with me i had 2 of my friends buy the same laptop, same day and they too had exactly the same problem. Though one of them got it fixed free. Telling the rep about this link and about 2 of my friends, didnt really help me. I dont think i will buy HP laptops anymore.
May 1st, 2008 at 8:45 am
Well, I thought it was just my unit. I am so glad I found this site.
Mine started with an overheating issue. I keep the exhaust ports clean, so this was a concern.
After the unit went out of warranty, the screw on the left hunge popped out (and would not go back in, having shredded the female port). The unit would not close, and if it dod, would not open. Finally, it would not close at all and the screen guard on the front cracked and snapped.
The overheating is obviously the cause of the problem, heating the hinge area to a temperature that causes the hinge supports and assembly to fail.
I have been through HP’s “customer scare” center before, and do not have the hours they will require to bounce me from India to a supervisor to someone in the US with the authority to fix this. Plus, this is my working unit, and I cannot afford to wait even a week for a repair.
HP knows by now that they have a serious design defect, and it is frankly inexcusable for them to issue a mass recall or at the very least to provide an expedited and free repair. The overheating issue is the real problem here, and represents a potential fire hazard.
I sent a communication today, so we’ll see what happens. If this is not resolved, my next stop is the Consumer Products Safety Commission.
Jim
May 1st, 2008 at 7:56 pm
I have a dv9000, I have the same problem with the hinge. I just wanted to add my name to the hundreds of others. I still have a warrenty for the next 24 days, so I really want to get this work out.
May 2nd, 2008 at 5:07 am
cLass lawauit pLEase.
May 2nd, 2008 at 5:08 am
*lawsuit.
May 8th, 2008 at 7:17 am
Yes, I have also experienced the issue of the hinge cover cracking and breaking off. The right hinge failed about six (6) months ago, the left within the last 30 days. Have finally taken the time to research this issue and fond your site. I intend to pursue this matter with HP to see what the issues are. As both a MCSE & Unix/Linux software engineer and A+ certified professional I was very surprised at the possible defect in a product from a vendor such as HP. My unit is a zv6000 laptop
=
May 8th, 2008 at 12:26 pm
If you click on the link it’ll take you guys to Newegg.com where the laptop I bought is shown, it really was a good deal at 530 USD but the problem I have is the LCD was slightly higher on the right side. Basically watching video or anything really the angle just annoys the heck outta ya!
Not as serious as your hinge problems but still it’s pretty upsetting since I just bought the thing. HP support said it was the hinges and didn’t even pretend I could fix it, they are sending me a box with a label and told me to write my CSO# on it then send it back. I’m pretty sad though even if they get the thing what makes them think they can align the LCD? It’s a strange thing but I have a feeling there really is no fix for the angle of the LCD display, it might be un-resolvable.
It’s a Presario f761us which I love, but hate because of that angled display. I would’ve just built a desktop had I known laptops have problems like this
Wish me luck, especially since I work all week long and the delivery of the box is supposed to be in the afternoon :/
What a pain.
Advice? Get a cube desktop or make sure the hinges are not crappy.
May 10th, 2008 at 9:15 am
DON’T BUY ANY HP. I’ve just entered the club today. Found ou that i have the same problem. Laptop 10 months old. Was in service because of crashed mainboard. Overheating problems. Battery failed 2 weeks ago !!! I am telling you again 10 months old dv6000. And by the way ” THE COMPUTER IS PERSONAL AGAIN ! ” /!\:::DON’T HP !!!:::/!\
May 11th, 2008 at 8:09 am
Thank you for erasing my message mister webmaster. Do you work for HP or something ?
May 12th, 2008 at 11:53 am
I used the HP Board of Directors e-mail address and was put in touch with a customer service rep. Milo claims he looked at this site but strongly disagreed that there was any design flaw. He told me he would have to research the issue and get back to me.
He got back to me. He said since the unit was out of warranty, the repair cost would be $329. He said he did have a solution - if I paid the $329, he would extend the warranty period another 12 months. I informed him this was unacceptable, that a design flaw was a design flaw and that HP should fix the unit. He said he understood where I was coming from, but that was the best HP could do.
If there is any litigation moving forward, count me in. If not, I will initiate action on my own. Very foolish of HP to take this course of action - it will cost them a minimum of $10,000 to hire a lawyer to defend an action against them, and if the action goes against them, they will have established case law against them.
Jim
May 12th, 2008 at 12:20 pm
By the way, here is a link to a complaint form for the Consumer Product Safety Commission:
https://www.cpsc.gov/cgibin/incident.aspx
A unit with a design flaw that causes it to overheat to the point of structural failure sure sounds like a serious accident waiting to happen.
May 13th, 2008 at 4:34 am
My DV9000 is around 4 months out of warranty and my left hinge broke the other day. It is now impossible to close the notebook screen flap. I noticed though that it is still operating fine because I could still run programs. But being afraid of possible “electronic” complications, I did not use it any further but just to shut it down normally.
I will still communicate with HP about it. Wish me luck!
May 14th, 2008 at 8:49 pm
HOLY CRAP!
May 17th, 2008 at 10:01 pm
The left hinge on my dv9000 broke the other day. My computer is 3 months out of warrenty.
I just got off the phone with HP and they said it would be $350 minimum to fix and maybe more depending on what they find! I only paid $750 after rebates for the computer, it isn’t worth $350+ to fix.
I’m going to call them back Monday with some of the info on this site to see if I can get them to change their mind and fix this for free. If they don’t fix this for free I’ll be looking for a different vendor to supply my computers.
I hear Toshiba has good service.
May 18th, 2008 at 8:32 am
I just found this site also, wanted to add my name and E-mail so that when I HP finally does something about this They can get in touch with me. I love my Laptop, interesting about the fan and blowing it out.
Thanks for the great site.
May 19th, 2008 at 2:54 pm
There is a lot of information on this site. Thank you for creating the site. I have a dv9000 and have had it for a couple of years. The darn thing heats up and of course it really started to get extremely hot after the warranty expired. I do remember calling HP about it and got no where with them. Do I have a case to plead with them? Any guidance would be appreciated.
May 20th, 2008 at 1:06 am
I called HP last night, kept being polite even after the person on the other end was repeatedly rude. He wouldn’t let me talk to anyone above him without a $49.95 charge, in addition to the $298 repair fee.
My dv9000 is 4 months out of warranty.
May 20th, 2008 at 3:48 pm
Thanks to Liam #167. My machine is 2 months out of warranty. I followed his procedure:
1. call hp tech support at 800-474-6836.
2. explain the problem; tech support tells me it will cost at least $298 to fix because I am out of warranty. I thank her and ask for the case number.
3. call hp corporate at 650-857-1501 - press 0 for an operator; ask for case management.
4. provide them the case number. refer them to this site, and explain that there have been more than a thousand complaints on this site from individuals with this same problem; as a result, this is clearly a significant design defect, that you would like fixed by HP even though it is no longer under warranty.
The very nice Case Manager said that they would do a one time repair, even though it was out of warranty, and that she would be my case manager for the next 30 days. I explained that I was leaving for vacation in a few days, so she is overnighting the return box.
A couple of notes -
- I was pleasant the whole time, with everyone I spoke to.
- I didn’t bother to argue with the first tech support person, since it wasn’t going to get me anywhere. Just get the case number and thank them.
- HP may be blocking this site from their case managers - she said she couldn’t view it, but had me hold on and was able to see it another way (probably a smart phone, etc)
- When she asked when this occurred, I told her the clicking started several months ago, and that the break may even have occurred prior to the expiration of my warranty, but I thought my warranty had already expired so didn’t call when it first became a problem.
Thanks to all who have gone before for making HP aware of this problem, and outlining the solution for those of us who follow.
May 26th, 2008 at 4:47 am
I have had the problem on my dv9230us, cracking of the low left hinge, as all others here described. I used it almost one year …
May 27th, 2008 at 11:37 am
please download ” CoreTemp ” from the link below to measure your pc’s core temperature.
http://alcpu.com/CoreTemp/
the normal temp should be under 60-65 which is normal.
abnormal core temperature will hurt your system and short computer’s longevity.
the DV9000 series not follow the industrial standard, therefore, HP should offer lifetime warranty on dv9000 issues lifetime.
I also have heat problem, but fortunately, it is not cracked untill now. I am pretty sure, sooner or later, this machine will die due to the overheating issue because the hinge area and touch pad extremely hot with temperature up to 80-90.
You can find too much much complaints online if you search by the key words “overheating dv9000″ “hot dv9000″, ” issue dv9000″, or whatever you can imagine.
call HP for compensations.
May 29th, 2008 at 9:58 am
Add me to the list of consumers with a cracked hinge on the left-side of the HP DV9000. I received a pop-up yesterday from HP stating that my warranty was about to end and today this happens.
I have the overheating issue also. It is extremely frustrating.
May 31st, 2008 at 10:08 am
Have a dv 4000, I have cracking on both sides of the hindges, the computer is only 2 yrs old and it is so bad I will have to buy a new computer soon. No more HP products, I am going to an apple.
June 2nd, 2008 at 6:59 pm
After 2 online chats, and a promise of an escalation - no call in the 24-48 hours they promised. I was very frustrated, and let a month go by.
I made a call today to see if I could get a competant and half way understanding case manager. Unfortunately, I spoke with “Burk” whom I knew right off the bat was not gonna be an easy guy to deal with. He was very quick to point out that the mfg is NOT responsible for problems that occur after the warranty period. I started out as polite as I could be - stating how I have been patiently waiting for my call. He went on to tell me that the case never got escalated. (even though both online support people told me it was)
Needless to say, our coversation went south in a hurry and he said (in so many words) that he has not heard of this problem, and just because I saw this site and all the issues with the DV9000’s - I am still out of warranty and he could not help.
When I asked if I could speak to his manager, he told me he was. He said he was tier 3 and that he reported directly to HR.
When I asked him for his full name, he said “I only give my full name to MY customers”.
The conversation was left on a sour note, and I am even more angry/frustrated than before. The crack is getting worse by the day, and I feel the 900+ dollars I spent on this poorly designed lap top, went straight down the tubes.
I am not going to give up. I will stick to my guns and call them back tomorrow. And the next day, and next until I get the fair resolution I deserve.
Oh, and Burk also said he was sick of people thinking they can get a free fix just because I saw other people online get it. I guess my question would be, “what entitled them and not me”? I was only a couple weeks out of warranty when I called initially…..
I will post a follow up after I contact them tomorrow.
Thank you to everyone who has posted. Hopefully I get the chance to speak to someone who knows what customer service is.
June 6th, 2008 at 10:31 am
Guess they have decided to be hardnosed and not stand behind their customers. I called today an d was told by a supervisor that I was the FIRST caller who suggested this was a design problem and not from use and should be part of a recall.
June 7th, 2008 at 3:04 pm
Hello,
I have the same problem. I have a dv9007us and handled it with utmost care. Bought it last summer in the US but am in Europe. Does anyone has an idea what I could do? Unfortunately, I have only the US warranty, I am living in Switzerland at the moment.
My email loelle@gmx.net.
Thanks a lot for setting up this forum and for any answers!
Michael
June 10th, 2008 at 8:03 am
ya im pretty pissed off because myn did the same thing…i tried to call hp and tell them of this problem…but my warrenty expired 2 months after and told me that there is nothing they can do…i will try to call them again tonight and show them this site…thanks for the tip!
June 10th, 2008 at 6:27 pm
I have the same exact problem. I set my pc down and it was turned off when I picked it back up to turn it on, the hinge cracked. After searching the web the warmer the computer got the more the top started to open.
I did contact hp and got a case # and was told that a manager would contact me within 24-48hours so we’ll see what happens! My warrenty expired 4 months ago also…
June 12th, 2008 at 12:19 pm
Called 877-917-4380, ext. 94. Got a young woman, can’t recall her name. Really had my whole conversation in shorthand–I’ve got this model, I’ve seen the website, what can you do for me? She told me she would help, but after I talked to tech support. “We have processes here at HP, this is where these problems should enter that process.” I was honestly surprised that a broken hinge would be “tech” support, and told her I knew all about the $298 rap and so on. I said I didn’t mean to be rude, but if she transferred me to tech support I’d “elevate it” and didn’t intend to spend any money fixing this.
Well, she sighed in annoyance and abruptly asked for my name and address. She interrupted me when I tried to spell the name of my city–Eau Claire–since apparently by then she had called up my account from a previous phone call. And she continued to be pretty short with me. Finally she said “I’ve set it up for repair.” I asked what that meant, and she said, “I’ve SET IT UP for REPAIR.” Uhhhh, does that mean that I’m sending it in? “Yes.” Shall I look for a box somewhere. “No, we’ll send a box.” Very abrupt. Then she asked when I bought it, and I said January 2007, so she said she could not guarantee I wouldn’t be charged; it’s out of warranty, so she wouldn’t waive any fees. “Am I supposed to just send it off with my fingers crossed?” I asked. “Pretty much,” she said. So I thanked her but also said I had no intention of paying for what we both knew was a design flaw…and again, stressed that I didn’t mean to be rude. I then ended the conversation. I was not given a case number on the phone (too prickly, didn’t think to ask), but as soon as I see this box I will follow the advice in post #244 above and talk to a case manager.
I resent having to spar with someone to get satisfaction, and it seems very clear to me that since HP is aware of this site, they should take the chance to turn lemons into lemonade. A problem fixed well might produce a more loyal customer than even a person who bought their product and never had a problem.
I’ll post again when I’ve seen this through.
June 12th, 2008 at 2:08 pm
i just wanted to say that i had this exact same problem with my hp pavilion dv9000 laptop computer. the left hinge/screen casing is totally cracked along the vertical seem and i cant even close the computer without causing more problems for the situation. i haven’t sought support for this issue yet but i will be giving hp support a ring in the upcoming days. with my computer being at least a year out of warranty, hopefully i will still get the help that i deserve when this faulty problem on hp’s part occurs.
June 13th, 2008 at 11:25 am
I am most probably goin to do what Joey has decided. HP used to be a very good customer service, but after it became reknown, it seems they have lost interest in home consumers and are more about IT and corporate computers. Hence, I might be going with Apple. They provide the best customer care. My friend’s two-year old macbook had a similar problem but not due to heating. The plastic casing would crack for some reason. But what does apple do? Replace it for free (even if you never got warranty because it was a design flaw) and replace it with an aluminum piece such that the problem never occurs again.
I used to be HP fan because of how supportive they were, but lately even for minor things they are not well qualified anymore. The dv9207us has a webcam problem too where the webcam would playback fast. HP has a website which suggested a resolution, but it did not work and I tried an online chat person who threw me into breaking the driver even more and took 4 hours for that. I eventually figured it out myself by going into safe mode and removing the HP Pavillion Device drivers and then reinstalling in Administrator.
Further, I compared the HP dv9207us ($1149) to my friend’s macbook ($1299) and for $150 more he got glossy screen 3GB RAM, his iSight is tons better in quality, speed and focus than ours. The company that manufactured the webcam for my HP is know as Ricoh and is not an experienced company for Laptop systems. My old HP (z5200 or z5400) was the best laptop ever. Had NO problems with it, but I have been hearing problems with almost every HP laptop and on top of that how HP is not taking responsibility for the problems.
HP’s going out, Apple’s coming in
June 13th, 2008 at 11:27 am
I forgot to mention in the earlier post, I have the same problem yet again and I had it fixed in December 2007. Then, it was in warranty. Now it is two weeks from warranty. I have emailed HP to see their reply. Since its a permanent problem, imagine paying $329 every siz months. Almost as expensive as Insurance
June 13th, 2008 at 12:42 pm
UPDATE: Though my rep was crabby and said I might get charged, the verification email said $0 for the cost and stated that the repair was being done under warranty, even though I’m several months beyond that time. I just received the shipping box from FedEx, less than 24 hours after making the call.
The level of service I’m getting? Exceptional! Off the chart! The process I had to go through? Very unsatisfactory. If I was not an assertive person armed with the right tools, I’d be screwed. My advice for HP? Let’s compromise and say you don’t need to do a recall, but if anyone calls–whether it’s the number above or just plain tech support–take care of them immediately, whether they know about this website or not. If someone pays for this repair and hears that other people got theirs done for free, what kind of message does that send?
This was SO CLOSE to an excellent experience. I’m grateful, but I could have been truly impressed.
June 14th, 2008 at 5:35 am
I knew this was a design defect, especially after having popped off the bezel and looked at the flimsy cast aluminum hinge attachment points at the base of the hinge. My left hinge on my dv9005us popped 2 weeks after warranty expired. Since I was in the Middle East, I couldn’t deal with it through HP — the postal service where I was was awful. Anyhow, I lived with carefully closing the lid when I had to travel with the laptop. Then a month later, the other hinge broke. Great! Now I hold the lid open with a piece of scotch tape on each side of the screen. I don’t have the time to hassle with HP, so I’ll just buy the damn hinge kit and back cover and fix it myself. I will then open and close this laptop as little as possible to extend the time before they inevitably break again. Too bad — this defect puts such a damper on what has otherwise been an excellent machine. I noticed one poster had the dv9000 repair manual PDF. Since I don’t want to hack this computer up while fixing the hinges, could he point me towards a copy? Thanks in advance!
June 15th, 2008 at 5:50 pm
Dido… It happen to me too I bought an HP dv9201 pavilion and it cracked right by the hinge. Besides from that it is a great laptop but now it is difficult to carry around.
I bought it feb 06 from best buy.
June 17th, 2008 at 10:58 pm
I have a 17″ dv9700 and the fan noise is bothering me a lot.
I open couple of browser windows and damn fan starts making noises.
The other thing I don’t like about this model is the size of the right-shift key which is very small.
June 23rd, 2008 at 4:38 am
Same drills, purchased a DV9000EA series laptop in January 2007. round about October last year it went in for repair (unrelated to hinge) and came out with new motherboard and sound card. Jun 19th I opened the laptop to hear a very loud popping noise and the glorious sight of plastic shrapnel flying round the room as the lower left hinge area and screen surround snapped.
Returned it to PC World, who tried to charge me immediately for it. refused, stating that I was looking for a repair or replacment under the (UK) Sale of Goods Act 1979 (as amended).
PCW tried to fob me off with a “Its out of warranty” and a “Its HPs responsibility” niether of which is relevant or correct.
They then said that they will attempt to get it sent to HP for repair. HP denied responsibililty, and all knowledge of this fault (surprise surprise!). HP wanted to charge £450 for repair. I refused.
PCW then tried to get me to pay for repauir, again I refused, citing the Sale Of Goods Act 1979 (as amended).
For convenience sake I have told PCW that I shall make an attempt to contact HP and escalate this problem through their CSC.
If this fails I shall return it to PC World, and give them the option of repair/replacement or I shall take them directly to Small Claims Court.
Should I end up having to take them to the Small Claims Court then I am in the lucky position of having a media contact in one of the largest tabloids in the UK, and they have said they would be willing to run a feature on the way that PCW treats its customers, in this case a hard serving soldier, shortly to deploy on operations!
June 23rd, 2008 at 7:47 am
hey you guys…i know i failed before when i called them…but just keep calling them and bitching trust me! i did it for 3 hours one day and finally some one on their line was more then willing to do it…Just keep saying things like this…
” I really think this is not fair to your customers. I mean why would someone go out and pay 1200 dollars for a very nice computer that you guys advertised to be the top of the line and better then everyone else. Then it seems that after the warrenty the computer breaks on account to your companys error and your telling us now that we will have to pay an additional 300 dollars. How can you do this to your customers!
One person that i called told me that he was very sorry and that he would talk to a tech for me. comes back 15 min later to tell me that the tech thinks the same thing that i will have to pay 300 dollars. When i told him that i will not pay for this and asked if i could talk to this tech he told me no. After relentless asking he finally agreed to let me talk to a tech for 49.99. When asking him y i would have to pay that much to talk to a tech that would be able to solve my problem much faster then him he told me that it was because their are no techs at his facility. I laughed so hard after hearing this because this guy just told me that the tech said i would have to pay 300 dollars for it. After yelling at him and calling him out on his lie he hung up.
I called again to talk to a person and just completly bitched the person out. I did not even give this person a chance to talk. I told her how shitty the HP service help was and yelled at them that many people have this problem and it is not the customers fault that this problem is happining. I appointed her to the web site and she said that she will make a escalted case. But i said no. i told her i want this done now…not later but now. so in 5 min i was talking to a case manager and i did the same thing to her as i did to the rep. Got my info and now the lab top is getting fixed for free…paid shipping and handeling and 1 day delivery!
All you got to do is tell them how this problem really devalues HP and shows the lack of commitment to the customer and try to not give them a chance to defend themselves! worked for me and i got my way so good luck to the rest of you
June 26th, 2008 at 10:13 pm
I have the same problem with my DV9033cl laptop. It is an american model but I bought it in Australia. The hinge cracked. I rang HP Australia support and told them about the design flaw and that I hoped repair would be covered by them but the assistant, after he had a word with his supervisor said he didn’t think so…:o) When pressed, he had another word with the supervisor and said no, this would not be covered.
I was given details of an authorised supplier for repairs and was given a quote for AU$972 plus taxes; apparently the panel and monitor come in one piece. I said thanks, but no thanks. I have just emailed HP with the details and am hoping for a positive resolution though not expecting it…
I also have a dv6000 but it’s only a few months old so can’t notice anything funny with the right hinge but will keep an eye on the cooling fan.
July 1st, 2008 at 10:24 am
My DV9000 family laptop has also failed: the metal casting in the lid broke at both hinges.
this is a design flaw just like the motherboard power connectors were too. This warrants a class action against HP im my opinion.
That is exactly what happened with the power supply connector problems from the 2003/2004 era notebooks: HP had to pay to fix them
July 2nd, 2008 at 8:51 pm
Hello all,
I wrote the other day under the “No class action lawsuits regarding HP notebook hinge crack!” blog. I wanted to say that I was sucessful tonight. I called the 877×94 number and spoke with Daniel. Of course, he was reluctant to offer a repair, but I insisted that if I was sending it in for the WiFi repair, that if they were going to fix it, that now would be the time rather than pay to ship it twice and chance cracking the LCD in the meantime. He still was reluctant, but I then brought up www.notebookhingecrack.com and he seemed to have heard about it. That was the turning point. Like I was in some sort of club. Be looking for some PayPal cash sirs.
Thank you for your awesome insights and support,
Brian
July 4th, 2008 at 3:30 pm
I have a HP pavilion dv4000.
Tripped over this website as I’m looking for hinges and pins, and possibly a screen, cause the hinge pins (very small) look like they broke lol.
Yep, mine is doing it too. And of course, its out of warranty. Its 3 years old. Right now (knocking on wood), its still working.
I called HP today, and they told me it’d cost between $300-400 to fix, and I’d have to send my puter in to have this done! Then she says I could purchase a new one for a few hundred more, and she’d be glad to help me with that!
I hung up on her!
Burns my butt up. This is my 3rd hp in my lifetime. Maybe I need to stick with the desktop.
July 7th, 2008 at 7:44 pm
I just wanted to add my complaints to the pile. I have a zv6000. Bought it November of 2006 and started having trouble with the hinges quite a while ago — not sure when, 8-9 months maybe. Both hinges finally quit about a week ago. The computer works fine but I have to prop the screen up in order to use it or it will fall all the way open. It also will slam closed if you don’t gently lower it down. This totally sucks because I don’t have a desk to put the computer on and have always done my work with the machine on my lap (go figure). Now I have to prop it up with a stack of books and hunch over the coffee table to type. This is difficult since I’m writing a dissertation. I also never really worried about the fact that my computer often seems hot until I was reading some of the posts listed here. Now I’m tempted to download the temp. software to see how bad this problem is. I guess I’ll be getting a new computer soon.
I can’t justify spending $300-400 to fix this problem. I will be checking with a local computer repair shop tomorrow to see how much they charge. Maybe they’ll be nice to me. Wish me luck!
July 8th, 2008 at 1:07 pm
I have the (DV6000 series) and mine too is cracked in the right!
July 10th, 2008 at 2:29 pm
I have the left hinge crack problem, just got off the phone with HP and they said they can’t help me because
“the hinge crack is simply a problem with the chassis. Unless your screen stopped working, or there was some other technical problem, we can’t fix your computer out of warranty.”
I mentioned this website and everything, but it did me no good.
This is completely ridiculous, and I WILL be calling hp again tomorrow. If anyone can help me out at all, like what to say etc. I would greatly appreciate it.
July 14th, 2008 at 11:11 am
I dont know if this is an issue anyone else has experienced, my hinges seem fine on my 9000 series laptop. The problem is when it is on and i move the screen back and forth the speakers make an awful crackling noise. i have contacted Hp support and their “audio updates” did nothing, then they tell me to mail it in for repair as it may be the hinges! this is an expensive notebook, i got it in the beginning of /07 and it is out of warranty. they tell me the issue will get worse also. this is a serious issue and i hope they decide to repair what is defective.
July 14th, 2008 at 1:41 pm
Hey All, I have added this blog site to www.stumbleupon.com in the hopes of massive exposure of this issue. If you are a Stumbleupon user, please vote on this site with the “I Like It” button.
Thanks, Jay
July 17th, 2008 at 4:15 am
THANK YOU ALL! Here is my story. I have a DV9005-US, and after 1.5 years the left hinge broke when I opened it. (Luckily I could still open/close it by ‘pinching’ the lid together in the right place.) Thanks to this website and all of your comments, I was able to get it repaired by HP for free, even though it was out of warranty and I had not purchased any extended warranty.
First I used their online chat in the US. The transcript is below. Then, because I live in the UK now, I called the UK support desk at 0870 010 4320, used Option 2 (saying that it’s still under warranty), and they arranged for door-to-door delivery to fix it. They’re picking it up next Monday. I’ll let you know how it goes.
THANKS EVERYONE! Because of your help I knew exactly what to say, and the HP customer support team now knows about the problem and it looks like they will fix it for free. I don’t think it would have been this easy without all of the struggles that you went through to make everyone aware of it.
Here was my chat:
Janet: Hello Mitch.
Mitch: hi
Janet: Welcome to HP Total Care for Pavilion Notebooks . My name is Janet. How may I assist you today?
Mitch: i have an HP Pavilion DV9005-US
Janet: Okay.
Mitch: And the left-side hinge is broken, so I can’t close it.
Janet: Mitch, Please let me know the Serial Number (s/n) and Product Number (p/n) of your Notebook.
Janet: You can find the information, at the bottom of your Notebook, on a white sticker.
Mitch: It’s a big problem with the DV900x series. There’s even a website dedicated to it: http://www.notebookhingecrack.com
Mitch: ok. 1 sec.
Janet: Thank you.
Mitch: Serial # (XXXX)
Mitch: Part # (XXXX)
Janet: Thank you for the information.
Janet: Mitch, yes there is a known issue with the Hinges in DV9000series Notebooks.
Mitch: No kidding!
Janet: We can setup a free mail-in repair for this Notebook to get the issue fixed.
Mitch: Perfect.
Mitch: One thing… I’m in the UK right now, so can I get it fixed here?
Janet: Mitch, if that is the case, I recommend you to once contact the UK HP support and check whether your Notebook is supported in UK or not.
Janet: If yes, then we can create a case and escalate it to UK HP support.
Janet: So that you can avail a free service for your Notebook.
Mitch: Ok. How do I contact them?
Mitch: And, if they don’t support it, I can still ship it to the US… how would I proceed in that case?
Janet: If your Notebook is not supported in UK, then I can create a case and escalate it to our Case manager so that he will contact you in next 24 hours.
Janet: Okay.
Janet: i will provide the contact information of UK:
Mitch: Thanks! Janet, you’re terrific!
Janet: General :0845 270 4000
Sales : 0845 270 4222
Warranty : 0870 842 2339
–
[NOTE: the best number to call is 0870 010 4320 and use Option 2, saying that it’s still under warranty, so that you get to a live operator.]
–
Janet: You can contact on any of the above provided numbers.
Janet: Please contact them and provide your Notebook serial and Product numbers.
Janet: They will inform you about the information on whether your Notebook is being supported in UK or not.
Mitch: Perfect. I’ll call them now. How do I get back in touch with you in case they don’t support it, so I can do a US repair?
Janet: After that, please contact us again with thiss chat session ID.
Janet: Here is our chat session ID :(XXXX)
Mitch: I will do that. Thanks again, Janet. It was a pleasure.
Janet: By providing this ID, you need not explain all this process again.
Janet: Any Time.
Janet: Am i clear with the information?
Mitch: Goodbye!
Mitch: Perfectly clear.
Janet: My Pleasure.
Janet: 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.
Mitch: Best customer service I’ve had in a long time.
Janet: Good Bye and Take Care.
Janet: Pleasure is all mine.
Janet: Bye.
July 18th, 2008 at 3:27 am
My HP DV9000 cascaded into oblivion last month, over the course of about a week. First, the left hinge broke as described by others. Then, two days later, the wireless connection mysteriously stopped working. THEN, the left pad button stopped working — and three days after that, the computer simply wouldn’t turn on. It turned out that the motherboard had fried itself. So I bought a new computer (it would have cost more to repair all the problems). But I had only owned the HP for a year and three months. That’s by far the shortest lifespan of any computer I’ve ever owned. I have a Pentium II Compaq laptop from the ’90s that still works great (that is, if you’re willing to wait forever for it to process anything).
July 19th, 2008 at 12:08 am
Yeah I got it to, Im currently in Japan with one HP bought in Sweden that got fried 3 weeks after I got here. HP in Sweden told me it would be cheaper ( for them) to refound me and buy a new HP in Japan. I did buy a new one and it has that wierd sound and another sound which sounds like a fan is faulty or something, only happens once a day max. It really sucks. I really dont want to end up calling the HP japanese support and get this fixed, Id rather just get a refound and buy another laptop from another brand.
July 19th, 2008 at 9:47 am
Hi, i also like u all have the dreaded DV9000 cracked hinge. Its a real pain in the ass because hp claims to tell me that it was an abuse to the laptop and they wont fix it. WHAT!?! Why wouldn’t a poor (as they make me believe because of the extensive outsourcing) company fix one of the largest problems with their laptops? I would love to meet the genius that decided that opening up a laptop hinge is considered abuse..
July 20th, 2008 at 11:57 am
Add me too!!!! This just went last night after hearing some minor groaning from the hinge assy. for about a week or so. Reading these posts leaves me with little desire to even contact HP as my warranty ran out in March. Has anone even considered a class action??? The evidence is clear and there is no recourse from HP. This tells me that they have the right to conduct business with the express intent to swindle the consunmer.
July 20th, 2008 at 8:26 pm
My left hinge is broken also. I first went back to Best Buy but my warranty is up, and they wanted to charge me $85 just to see what is wrong with it. I said screw that I’ll google it, and found this site. I called HP and the first techs I talked to wouldn’t help me at all because it was out of warranty. I lost my cool with them a little bit when he said he was going to transfer me to his supervisor, but instead put me on hold for 10 minutes and the picked up the phone himself to tell me that his supervisor said they can’t fix it for me unless I pay $317. So after some unprofessionalism on my part the real supervisor, David, got on the phone and informed me that he was already aware of this problem with the dv9000 series notebooks and he had to send a request up through corporate for it to be considered a recall repair and for me not to get charged for it. He said he cannot approve it so someone should be calling me from corporate Monday or Tuesday to arrange shipment. I also have used the ‘contact the CEO’ form just to make sure someone calls me. It seems that HP is going to stand by their product in my case. Good luck to everyone else.
July 21st, 2008 at 9:35 am
I’ve had my dv9000 for almost 2 years, and never had any problems with it until about a month ago, when the left hinge started to crack, and then this past weekend, my wireless disappeared, which is another know issue with this model. HP recalled the model on the wireless issue, but I don’t think they’ve ever admitted to the left-hinge issue. When I phone the HP desk about both issues, they told me that my one year warranty had run out so I was no longer supported, despite the fact that the wireless issue still falls within the 24 month time frame for recall. Of course, they never even mentioned the recall to me - just said they couldn’t help me. Thank god I’m still under warranty with Staples, and I’m hoping they can fix both issues, but who knows - the damage to the hinge has actually gotten worse since I left it with them!! I’ve already bought a new laptop (NOT an HP), because I can see this thing escalating and it could be months before I get my machine back… if it’s even still in one piece when I do. What a nightmare.
July 21st, 2008 at 4:19 pm
OK, so yesterday I was extremely disheartened about this whole thing, but after I posted my previous note, I read back to Mitch’s posting from the U.K.
Today I followed his example and submitted to an online chat with Tier 1 support. The following is my chat.
Sabastian: Hello Michael.
Sabastian: Welcome To HP Total Care for HP Notebooks. My name is Sabastian. How may I assist you today?
Michael Phillips: Hello Sebastian
Sabastian: Looking forward to assist you.
Michael Phillips: I have an HP dv9207us with a broken left hinge
Sabastian: Could you please elaborate the issue?
Michael Phillips: Serial # XXXXXXXXX, Product XXXXXXX
Michael Phillips: Two nights ago when closing the laptop cover, the left hinge popped and now the left side is not closing
Michael Phillips: the case has opened up. the only way to close
Michael Phillips: it is to put a small screwdriver in the security slot and turn as I close the laptop
Michael Phillips: I have researched this and it appears this is a nown issue.
Michael Phillips: “known”
Sabastian: Thank you for the information.
Michael Phillips: I am hopeful HP will do something to affect a repair.
Sabastian: As per the serial number you have provided from our records I see that your notebook is out of warranty.
Sabastian: As it is the hardware issue you need to send the notebook for mail-in service.
Michael Phillips: i realize this, but at 14 months old, and with over 1500 posts on http://www.notebookhingecrack.com/ I would think that there is something that your company should do
Sabastian: I understand your concern.
Michael Phillips: considering this is obviously a design flaw
Michael Phillips: and not a consumer issue
Sabastian: Not to worry, I will do my best to help you in this regard.
Michael Phillips: I don’t believe I should have to pay for this
Sabastian: I will escalate the case to the case manager right now and you will receive the call from case manager within 48 hours.
Michael Phillips: ok how will they contact me?
Sabastian: Case manager has all the rights and this issue will be taken care by him.
Michael Phillips: understood, but how will he contact me
Sabastian: Please provide me the following information.
Sabastian: Full Name
Contact Phone number
Michael Phillips: ok
Sabastian: Complete US address with Zip code .
E-mail Id
Michael Phillips: Michael Phillips XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Sabastian: Thank you for the information.
Michael Phillips: Can you please give me a case # or confirmation#?
Sabastian: I will escalate the case to the case manager right now and you will receive the call in another 48 hours.
Can you please give me a case # or confirmation#?
Sabastian: Sure.
Sabastian: Please give me few minutes while I create the case.
Michael Phillips: Certainly, Thank you
Sabastian: Here is the case number:
Sabastian: Case number: XXXXXXXXXXXX
Michael Phillips: Thank you very much, I appreciate your assistance
I’ll post the results as soon as I get a call. Thanks to all on this site who have helped.
Mike.
July 22nd, 2008 at 10:55 am
HP is mailing me a box to fix my left hinge out of warranty. We’ll see how long it takes. He said it is done on a case by case basis and HP is not obligated to fix this issue out of warranty because the volume of users with this problem is not high enough. He said there was a service bulletin on this issue, but not a recall. Hopefully I get my laptop back sooner than others that posted here.
July 22nd, 2008 at 7:03 pm
A quick search on the internet brought me here. Amazing that we all share the same problem. Couldn’t be clearer that this is a defect problem and should be repaired by HP free of charge. But I will surely die of holding my breath on that. I’m sure I’ll spend less time fixing it myself rather than argue with customer service hours on end. Another made in China piece of junk!
July 23rd, 2008 at 3:13 am
Just a quick update on developments (original post #264).
I created a case on the support site detailing “my case” on a Sunday and subsequently received 3 messages (Tuesday, Wednesday and Thursday) to ring a service suport number. I was away all week and rang them upon my return on Monday. I was told the case was closed and I would have to open a new case (the reason was they had not heard back from me in what it transpires was a limited time). I tried the new case extension and the support person had a look at the details on record (previous case ruling I gather) and said it’s out of warranty and they won’t cover it and that’s that. So that’s that as far as I’m concerned. Sure I’m disappointed, sure I could have fought harder, but if this means not buying another HP product ever again, well, I can live with that.
July 23rd, 2008 at 6:42 am
Same issue here, left side hinge failure. Resulted in damage to the back cover and front bezel as the PEM type inserts pulled out of and shattered their molded plastic mount points. Laptop was the dv9207us CompUSA variety purchased March 2007, or so. Failed at 13 - 15 months.
Funny, I never even bothered to contact HP. I just figured my kids had pushed the lid back too far at some point. I like my old zv6000 lid that can fold flat. Kid-proof.
That said, it took me about 30 minutes on the HP site to order parts (hinge, bezel, back cover), I forget the cost. About 2-3 hours to repair.
I liked it better when I thought my kids broke it, at least a repeat of that is preventable!
A little depressing to realize this will likely fail again.
July 23rd, 2008 at 2:30 pm
Thanks to Joshua (post #244)! I followed his steps exactly and HP is sending me a box for a one-time repair - free. Dinu (#283) don’t give up! Look at post #244 and try that. Be patient and calm and nice when talking to them and they will try to help you.
July 24th, 2008 at 8:41 am
Newest information; 7/24/08 Previous posts #277 & 280.
Hello again everyone.
Three days ago I spoke with a “technician” on line by the name of Sebastian (see post # 280.)
During that conversation I was assured that a case manager would call me back within 48 hours. — SURPRISE!!!! — Didn’t happen.
I called the HP Customer support number today. 1-800-474-6836. I got connected after several computer prompts to someone in another country (At least I assume so as the next 3 people had extremely thick and hard to understand Asian accents.)
The first person was “May”, at 9:20 am Eastern time. May asked me what I was calling about and after explaining the issue and giving her the previous case number, I was once again told the unit was out of warranty. I did my explanation again of how this is a manufacturing defect and should be covered and she then transferred me to “technical support.”
The next person I spoke to was Preet. (9:28am EDT.) She again asked the same questions, and I again gave the same spiel, also reiterating the case number. She again informed me the machine was out of warranty, and I again explained why this should not matter. She asked for the Operating System (why this matters is beyond me) and then stated that she understood that I wanted a case manager and asked me if that was correct. I told her that a case manager was overdue by a day in calling me back She then told me she needed to transfer me to a case manager which I explained AGAIN was why I was calling in the first place. She said she would ‘warm transfer’ me.
The next person was “Tom”, a supervisor. It was 9:37 am EDT. Tom again asked the same questions and made the same warranty argument to which I repeated that this was a poor way to do business. At this point Tom surprised me by saying “HP does not give us that authority” in regards to a free repair. I was a bit speechless for a moment but then quickly made up for it by asking – “Just who am I talking to then if I’m not speaking to HP?” He quickly said he would transfer me to a case manager.
Within two minutes, I was speaking with Eric (9:43 am EDT). I assume he is in North America, and from his accent he sounded possibly Canadian or North Eastern US continent. He gave me a direct contact number to his office. 877-917-4380 ext 11. He said they are open 8 am to midnight EDT. He gave me a completely new case number and looked up my information. Again however, he spoke of the expired warranty. He stated that the company would repair the issue at my expense. I said this was unacceptable, and that I knew from research on the web (primarily this website) that there was an extensive issue. From my quick count, probably approximately 200 unsatisfied customers since December alone and they all fall into two categories. The 9000 series with left hinge cracks and the 6000 series with right hinge cracks. So many people cannot be just an anomaly even if the company has sold millions of these machines.
He put me on hold briefly and then agreed to repair the machine at HP’s cost. He said he is sending out a mailer today. I hope that this promise is better than the “a case manager will call you in 48hrs” one. I will let everyone know of any updates as they happen.
Mike.
July 24th, 2008 at 11:30 am
July 24, 2008
Hello,
I bought HP DV9000 in September, 2006. February, 2008 had the same problem like many of you here with the left hinge.I knew it was out of warranty, so I kept using it until the left side of the casing split from top to bottom. Oh, the power of Internet ! Found this website, called 1800 474 6836 HP Total care. Went through the steps: tech support, superviser, case manager. The lady was very understanding, confirmed my address and told me they will repair it free of charge. Thank you to all, who took the time and effort to keep this site going.I will post again, when I will get my laptop back.
July 24th, 2008 at 12:10 pm
Hi all, thanks for your dvices. I bought a DV9000 2 years ago, and I got the same problem. I’m trying to fix it myself, but it’s not so easy…Tomorrow, I’will call HP to see what they can do.
I hope they have a solution now…
July 24th, 2008 at 3:59 pm
Mike,
Thank you for your detailed spiel of actions. I discovered my “problem” today and have been on the phone on and off with HP “technical support in Asia” for a good 45 minutes. Soon after, I read how you had handled it and am now following it step by step. My call went first to Asia and the person at technical support, who’s name eludes me, has told me on three separate instances that he is sure the only way to fix said problem would be to pay for it myself.
I quickly refused and remain steadfast in my plea’s to speak to a supervisor or case manager. I definitely will keep all of you updated.
July 26th, 2008 at 1:24 pm
Same problem on the dv9000
Seems like the list is growing up :S
I bought it at Fry’s San Diego on mid october 2006 and it cracked around mid june 2008, so im obviously out of warranty.
I dont live in the USA so its gonna be hard to get HP repairs, i think i’ll have to have it fixed somewhere else. Does anybody know about HP in Mexico?
Thank you
July 28th, 2008 at 10:22 am
I have a faulty dv9000 left hinge as well, cracked. Just noticed this the other day. I bought mine in March 2007 and have not tried Hewlett Packard as of yet for satisfaction. Sounds like no satisfaction is out there, since it is obviously out of warranty now, by a lousy 4 months. I have gotten quite a few HP computers in the past, well that will probably be it for HP in the future, unless they can come up with a resolution, a pity, real like the product a lot.
July 30th, 2008 at 3:40 pm
I bought my dv9000 2 years ago, the left hinge broke. I did not abuse this computer at all. I called HP’s tech support and tried for 2 hours to get them to pay for it. They hung up the phone on me twice and wouldn’t let me talk to a manager for the longest time. I ended up paying $298 to get this fixed.
July 31st, 2008 at 11:25 am
This is my second HP dv9000 with the hinge problem.
My first one was on the left side at the security lock and the back totally split in two. Now I have my second dv9000 and the same thing just happened this morning only it is on the right side hinge. The first one was replaced (by Costco) even though it was over their policy time of 3 months. The current one is now 8 months old and needs to be either repaired or replaced.
Paid 1,400. for the original dv9000 . Costco gave me a Credit for same amount upon my returning it. They had one left so I replaced it immediately with the current one.
I do not think I will get this model again.
August 2nd, 2008 at 4:31 pm
Yep, Ours broke too….same story as everyone else. HP should definitely take this one on the chin. How hard is it to make a hinge that doesn’t break after 18 mo?
Geez!
August 4th, 2008 at 4:20 pm
My dv9000 left hinge broke about a week ago. Now it does not close properly, or turn off when closed. This thing is less than 2 years old (so, a bit out of warranty), and is always pampered. This is sad indeed.
I will start the fun process of attempting to get an out-of-warranty repair soon…wish me luck. If they won’t repair if for free and I have to buy a new laptop, shopping should be easier, as I will have one less brand to consider.
August 5th, 2008 at 8:32 pm
Damn. Same problem…started about a week ago and is getting progressivly worse. I think I will try Mike’s attempts and see what happens although I am not a big fan of waiting weeks on end to get my computer back. I am a college student and cannot afford that. I bought the extended warranty at Best Buy and hopefully they can give me something…but with my experience there its bound to be terrible…
August 6th, 2008 at 5:22 pm
Admin can you please remove my last post??
August 7th, 2008 at 1:55 am
HILARIOUS
I bought an HP dv9000 from Best Buy a while ago and within 6 months, I had the same “left hinge cracking” issue that seems to be affecting so many others. I had it sent away after confirming with them that the repairs would likely take “under 2 weeks to complete” and have the laptop shipped back to me…
1.5 months later I found myself on the phone with yet another HP rep telling me the parts they needed for my laptop were on back-order. That’s funny because 2 weeks earlier they told me my laptop was already fully-repaired and shipped back to me, and should have already arrived…
Oh, wait, oops?
After a lot of yelling, I convinced them to send me a brand spanking new HP dv9060us with all of the accessories and gadgets that normally don’t come with HP laptops. Yay.
1 year and 4 days after they sent me this new laptop, guess what happened. Another left hinge crack.
Of course, I called HP to see if they would be willing to repair this problem but “unfortunately sir, I’m afraid you are outside of your warranty coverage period. You however ship us the laptop (and pay full costs of shipping) and do an out-of-warranty repair! It only costs you $298.00, another 1.5 months waiting, the aggravating process of restoring all of your data to a new computer, and your first born child”
Fuck you, Hewlett-Packard. Seriously.
August 7th, 2008 at 1:57 am
HILARIOUS
I bought an HP dv9000 from Best Buy a while ago and within 6 months, I had the same “left hinge cracking” issue that seems to be affecting so many others. I had it sent away after confirming with them that the repairs would likely take “under 2 weeks to complete” and have the laptop shipped back to me…
1.5 months later I found myself on the phone with yet another HP rep telling me the parts they needed for my laptop were on back-order. That’s funny because 2 weeks earlier they told me my laptop was already fully-repaired and shipped back to me, and should have already arrived…
Oh, wait, oops?
After a lot of yelling, I convinced them to send me a brand spanking new HP dv9060us with all of the accessories and gadgets that normally don’t come with HP laptops. Yay.
1 year and 4 days after they sent me this new laptop, guess what happened. Another left hinge crack.
Of course, I called HP to see if they would be willing to repair this problem but “unfortunately sir, I’m afraid you are outside of your warranty coverage period. You can however ship us the laptop (and pay full costs of shipping) and do an out-of-warranty repair! It only costs you $298.00, another 1.5 months waiting, the aggravating process of restoring all of your data to a new computer, and your first born child”
Screw you, Hewlett-Packard. Seriously.
August 11th, 2008 at 4:49 pm
My hinges gave up last night. I have a HP zv6000 so I followed the advice of #186.
The first agent listened to my story and gave me a case number/service ticket number. She then transferred me to another agent who came to this website and informed me that nothing applied to me because I have a zv6000 not a dv6000. Then she proceeded to tell me that it didn’t matter anyway because I wasn’t covered under warranty.
I called for a Case manager (they were confused about how I got their number) and he was very calm, pleasant, and helpful.
In the end, I was informed that my computer model had not been recalled and not enough people have complained about this problem for it to be recalled. He then proceeded to explain that most people get a new computer every 2-3 years and this was a simple example of wear-and-tear.
It is really frustrating to think that companies design products to last only that timeline, so that you go out and spend another thousand dollars on a computer. I am going into my Senior year of college and will probably come up with a ghetto way to prop up my screen (my best option so far: “http://www.instructables.com/id/Quick-fix-for-broken-laptop-hinges/”) ghetto, but it’ll work. I plan on buying a MacBook as soon as I have enough saved up- with an extended warranty. Whatev HP.
Through every conversation with HP reps I was straightforward about my situation (over two years past warranty) and what I wanted (free service on my computer)- dont waste yours or their time by skirting around the issue.
Oh yes, in the end- the Case Manager did offer me $100 off the $300 repair charges.
August 12th, 2008 at 9:03 am
wow, i’d never heard of this issue till it happened to mine just minutes ago, a quick google search and i realise the whole line is defect. I have a dv6000 and the left hinge has broken, as well as the seam near the lock starting to seperate. Just as the rest of you have described. Its nearly two years old, assuming it will be well out of warranty, but still, i’m only 16 and can’t afford to buy laptops like this every two years… i’ll see what HP have to say
August 14th, 2008 at 9:02 pm
Well, here I am, two months out of warranty, and of course, my left hinge cracked. I called tech completely unaware of this problem. At first I was told to send it in for a $219 repair. I was suprised at the high cost and said I would call back (needed to consult with husband). Called back the next day, ready to simply eat the cost, but this next person (with some sort of accent) blundered. At first he said that although my warranty had indeed expired, I qualified for a “program” that would repair this hinge for free. I was thrilled and asked no questions. He put me on hold to “process.” He came back saying that, actually, I did not qualify for this “program.” Then I started asking questions. It became clear that there was a problem with the hinge yet he insisted I had to pay. That made no sense to me so I kept asking questions, getting more and more frustrated. Only after I was assigned a Case Manager and told I’d receive a phone call within 48 hours, did I find this blog. His ramblings about dv9000’s and dv6000’s receiving free repairs before/after warranty made no sense to me. I’m clueless and very thankful for this blog. I read Mike P’s experience and mine has been identical so far. By the way, this 2nd person told me the repair would be $319. Why the different quotes? I’m now not expecting to get the elusive Case Manager call. But now I’m prepared! Thank you so much! I’ll keep you posted! And I will seek out my husband’s approval for a donation to this site!!
August 15th, 2008 at 4:52 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 18th, 2008 at 8:42 am
I am a technician at Double Edge Technologies. We just received a pavilion dv9008nr from a customer with the left hinge broke in the same spot as described above. I found this site while looking for the left hinge part. Just thought I would post yet another hp with the same problem.
August 18th, 2008 at 12:03 pm
Today I received my phone call back from an HP Senior Case Manager. Leaving out the weekend, he did call within 48 hrs. I told him about my problem using these particular “buzz” words given to me by a former HP Call Center employee: This is a “known” issue and I’m “just out of” warranty and “I need you to” either fix it for free or replace my computer. He immediately agreed to fix it for free, no arguments at all. I asked him of the likelihood of this just happening again, since it is a “known” problem. He said that while it’s known, it is not a huge problem with every computer and only with certain ones within the line. He said, “We’re not receiving thousands of calls about this so it is not something that should be happening again.” So, either he’s telling the truth, or thousands of people need to call, or they have and he’s lying? I wish I had the patience & time to fight for a free computer, or better, a refund. But like most, I need this computer and I need to get on with my life. Hopefully this info will help someone.
August 18th, 2008 at 5:44 pm
My dv9207us developed this problem (left hinge cracked and got progressively worse) last week but I just found this site this morning. I purchased the notebook in May 2007 at now defunct CompUSA. I also purchased a 2 year extended warranty plan from them since my previous HP notebook (I don’t remember the exact model at the moment also had a problem with the hinges cracking.
My first call to the warranty servicing company didn’t get far. The rep told me this was a “cosmetic” problem and would not be covered by the warranty. I told him it was a bunch of BS and he threatened to hang up on me. Then I called HP tech support and was told that since I’m out of warranty, I can either pay the $298 to fix it or get a new laptop from them at a “substantially subsidized” price. Yeah, right… I called the warranty company back, got a different rep and told him that my screen is basically falling off (which is essentially what’s happening). He entered an incident report without any further questions. I got the repair box last Friday and sent the laptop in this morning. I’ll post up in a couple of weeks to share the results.
Thank you for putting up this site!!!
August 18th, 2008 at 6:04 pm
Hi just yesterday my hinge made a crack sound and I realized that my left side hinge near the security hole had been broken. I do what I do whenever I have a computer problem, look it up on google. I came across this site and realized that the exact same thing has happend to alot more people then just free. I called Hp to see what they could do but I also had a wireless problem which they will fix for free under the free extended warranty. Anyway he said that the crack was because I probably closed it by pushing more on one side than the other, I didnt know that you had to have exact hand placement when closing the screen. Anyway I am getting the box for the wireless issue and he mentioned that they will give me an estimate of around 400 canadian which is way to much. I have not tryed closing it but I will have to, to send it away hopefully they will look at it and fix it without hassle. Im 16 years old and it took me a while to save up for the computer which is about 45 days out of warranty and I deffinatly do not want to waste money on this well known issue. They need to take this issue more seriously if they want to maintain customers.
August 19th, 2008 at 12:02 pm
well it has happened to us also-dv 9000 lefthand hinge failure with bits of plastic falling out for my 20 month old to ingest! bought my laptop jan of 2007 so it is out of warranty-we just figured out what was happening-has been popping for 10 months!!! now the hinge-metal- bracket is cracked as well-no support for the screen have to leave open-sick and tired of this-1st malfunction was a wireless card-motherboard malfunction-they fixed it-we had no pc for a month!-now this!!!!!!!!!!!!!!!
what recourse do we have this is definitley a design flaw!
will sign on to class action if available-TD seattle
August 23rd, 2008 at 11:33 am
The left hinge cracked at about 18 months. I ordered the replacement parts and the new hinges are so stiff that they can hardly be moved. Would some minor lubrication be helpful to avoid a reoccurrance of the problem?
August 24th, 2008 at 8:48 pm
update to 303.
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 26th, 2008 at 9:49 am
Same problem as everyone else have not taken action yet. I’m out of warranty so wish me luck.
August 28th, 2008 at 7:43 am
Got my laptop back from CompUSA repair facility within a week! The problem was fixed but I just can’t help but wonder when it will break again… Hopefully it’ll be time to get a new laptop by then anyway. And it won’t be an HP.
August 30th, 2008 at 9:04 am
D**n, after hp repaired my hinge, a few months ago, i seemed to have another screen problem, not a hinge problem this time, but a black screen after starting up de laptop. Contacted the helpdesk again, waiting how they are gonna fix this one
September 1st, 2008 at 5:05 pm
Sept.1,08
Last night lid cracked at left hinge. Same as all the above.
Called HP this afternoon and told me nothing they could do as I am 81 days past warranty.
Told them I knew this was a weak spot and problem with
many HP laptops.
They gave no indication they would meet me halfway or
whatever.
Will never buy another HP product.
September 1st, 2008 at 8:33 pm
my brother has a HP dv9207us and it has the same problem and more severely there is no more video on the lcd! It started with a hinge crack - then finally the video died to the LCD. We are a few months out of warranty - called HP, they said they will get back to me with a case manager . Will send an update when I hear back
September 2nd, 2008 at 9:32 am
Just contacted Hp, they offered a free pick up/ repair and return to fix the dead lcd…
September 3rd, 2008 at 9:45 am
I too have experienced to mysterious and unexpected hinge crack. Picked up my computor one day and could not freely open the led. oticed the crack. Found this website and did some more searching only to discover that MAY people are having the same problem and experiences. Contacted HP, told they’dd escalate it and someone would call me. ten days later , no call. I called back and was given the scripted responses I expected to hear form HP. They are basically saying that unless it is a problem listed on their website that it is ot covered. How convenient. Claiming ingnorance is very lucrative for a company. I will do whatever necessary to esclate to the highest lvel. I own three of these (family) and am not planning to pay for 3 repairs over time. If so, they will NEVER get a dime of my money again. I will also let everyone I know about this issue & service.
September 4th, 2008 at 8:08 am
I am experiencing the same hinge problem. HP need to recall this unit or we will seek a class action law suit. Clearly, the pattern and frequency is a sign of bad design.
September 4th, 2008 at 9:45 am
Just happened to me as well and I’m about 6 months out of warranty. Called HP and they told me I’m out of warranty and they could do nothing for me. B.S. I’m calling back to talk to a supervisor.
September 8th, 2008 at 1:01 pm
Add me to the list.
DV9000T, receieved from HPstore in Jan of 07 and can no longer close it as the plastic popped off on the left bottom side. Support keeps giving me the bs about it not having a recall, me being out of warenty etc wanting to charge me alot just to fix a small thing. I’m now waiting for a case manager to call me within 48 hours. Really pathetic, I’ve loved this thing.
On the plus I actually still can use it (though should I with a bit of the plastic off like this?) though I just can’t take it to class.
September 8th, 2008 at 4:42 pm
I posted previously. A senior case manage handled my case. I just got it back and it’s good as new. I’m feeling pretty certain it will happen again. I’m just going to try to keep it cool as much as I can…??? Anyway, anyone with this problem SHOULD be able to get it fixed, even out of warranty, I did!
September 8th, 2008 at 7:29 pm
Yep, have this problem too but not too severe as I can still use it (and I have loved this notebook hasnt ever had any major problems til now and has been my first ever) but just can no longer close it (put tape on the side plastic to kinda help the top part of it around the screen from coming off)
Background info:
Model- DV9000t
Purchase Location- HP online store
Purchase Date Dec 06, received in Jan 07
First I tried the HP chat site and that lady only offered me the part number to order from the store to try to replace the hinges myself.
Second I tried the Extension 94 case manager number, lady answered and was kinda rude sounding to me and she obviously knew about the site but still said because it wasn’t part of a recall I couldn’t get a free repair.
Third tried HP’s normal tech support line, got bounced around a couple times waited forever at times on said hold, and kept repeatdly be told things like “this is a cosmetic problem” and im like how is it a cosmetic problem when I can no longer close it? Basically had enough so i had em push me to a case manager and now I’m just waiting for if i ever get a call back but I do have a case number.
September 8th, 2008 at 7:31 pm
Oh forgot to mention that yes, they kept wanting to charge me 300 dollars, I refuse to give up on this though.
September 11th, 2008 at 9:27 am
I’ve been extremely dissapointed with my HP DV9292EU.
Technologically it’s a great laptop, however it’s been totally marred for me by technical defects.
I’ve experienced both the screen hinge splitting and a defective motherboard - both seemingly widespread problems with this laptop.
It’s pretty lame that a reptuable company like HP could overlook such major errors in a £1000 computer.
On the upside however, I’ve contacted HP who have agreed to fix both problems for me: despite my laptop being 6 months out of warranty.
As such I’d advice anybody with these problems who is out of warranty to ring up and give it a shot anyway.
September 11th, 2008 at 11:27 am
I have a huge crack running down the left side of my dv9201, and finding this site confirmed it wasn’t just the wear and tear of sitting on a table all day that did it!
I had to call HP today anyway due to my model being on an extended warranty service for battery issues - mine has the issue, but not often enough to justify free repair, joy! While I had them on the phone I brought up the crack - I’ve been out of warranty for 6 months. She admittted that there is an acknowledged problem, and said they could ship me a box, but without warranty I would likely get a call from the service department with a bill. So I asked for a case manager and we’ll see how it goes - I’m not willing to pay $300 for a manufacturer’s default just because it took an extra 6 months to present itself!
September 11th, 2008 at 1:45 pm
I have the DV9207 purchased May 07, left hinge cracked/popped as everyone else above. Ditto with the overheating problem. Out of warranty by four months. Here is my HP chat results. Hopefully they will fully repair this known defect. This really be a recall and if not a class action law-suit.
Raphael: Hello Walter
Raphael: Welcome to HP Total Care for HP Notebooks. My name is Raphael. How may I help you today?
Walter: I have a major problem with my laptop. The left hinge and plastic screen support has popped and cracked, no longer letting me open and close the screen without potentialy causing further damage.
Raphael: It’s unfortunate to know that
Raphael: Please dont worry about this issue.I will try my best to resolve it.
Raphael: May I have the Serial Number (eg: CNS34915MC) ,and Product Number (eg:GA383UA#ABA) of your Notebook? You may find that on a sticker attached to the underside (bottom) of the Notebook.
Walter: Serial number xxxxx
Raphael: Please provide me the product number of your Notebook?
Walter Klein: Product number xxxxx
Raphael: Thank you for providing me the information.
Raphael: Let me check this information for you.
Raphael: Walter, I have checked the warranty information of your Notebook and Unfortunately it is out of warranty.
Raphael: In this regard, I will forward these details to our concern department and arrange a call at your number for resolving this issue.
Raphael: Is that Comfortable with this?
Walter: This is true, however I have found that this problem is well documented among this HP series (http://www.notebookhingecrack.com/2007/09/16/hp-dv9000-notebook-hinge-crack/) and really should be recalled. This is not due to abuse and I feel it should be fully repaired and paid for by HP.
Raphael: Yes, I agree with you.
Walter: I have used this computer with care and never, never dropped it or stressed the hinge etc.
Raphael: Please provide the below information to arrange a call from the case manger to your number.
Raphael: Please provide the following shipping information:
* Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State/Province:
* Zip/Postal Code:
* Country:
* Phone Number (including area code):
Walter Klein: xxxxx
Raphael: Thank you for providing me the information.
Raphael: Please allow me for 3-5 minutes of your precious time as it may help me to create a case for you
Walter: Is there a case number assigned to this complaint that I can document?
Raphael: Sure.I will provide you the service ticket number.Please stay with me for 5 minutes
Raphael: Your case has been created and here is the service ticket number = xxxxxx
Raphael: You will receive the call from the case manager within 24 to 48 bussiness hrs.
Walter: OK, will someone contact me and if so when?
Walter Klein: Ok thank you.
Raphael: You are welcome
Raphael: Is there anything else that i can help you with?
Walter Klein: I hope this will be resolved satisfactorily…
Raphael: I hope the same
September 11th, 2008 at 7:31 pm
Hi I have now experienced this problem and my DV9000 is out of warranty. My Model is EZ379AV#ABA) Rev 1.
My laptop is now popping upon close up and I have to physically press in both top and bottom sides. There is now a small notable crack across the hinge after so many open and close motions.
Please advise.
Thanks
September 12th, 2008 at 10:19 am
Update - I had emailed tech support before calling tech help for the other issue - I received an email back from them saying I was out of warranty, could buy the $120 part, etc. - but after the conversation on the phone yesterday I did as suggested here and asked for a case manager to call me. He called today (within 24 hours!) and said that while it’s not a ‘known’ issue, they’ll fix it completely free of charge! 6 months past my warranty, but everything will be taken care of - thankyou for this site! It gave me exactly the information I needed to deal with this quickly and effectively - my shipping box should be here Wednesday. Thankyou!! And cudos to HP, the manager was very polite and helpful.
September 12th, 2008 at 3:25 pm
I was so angry earlier this week - a case manager had initially given me a go ahead to have my dv9000’s hinge replaced as needed, free of charge. But when I called back with more info, I was transferred to Tech Support who all but accused me of abusing the unit!
After an e - mail from my wife to a senior corporate official, HP called to day to apologize and let me know they’ve sent a shipping box and the unit will be repaired gratis, even though it is out of warranty.
I don’t know if the tech support issue is endemic to them; but this certainly appears to be an engineering defect caused by prolonged heat. HP should have had all departments flagged to expect the volume of calls they’ve been receiving. I was about ready to toss mine at the next “Best Buy” truck that drove by…
September 13th, 2008 at 1:23 pm
Hi all,
I am having a lot of trouble receiving help from HP regarding this issue. Has anyone dealt with the case manager named Devin Else yet? This guy was extremely rude and stated that the only thing he could do for me was give me half off (I am 8.5 months out of warranty), to make it $149. He said he would not budge under any circumstance. Is there anyone who has been out of warranty that has had him budge? Apparently he is the highest case manager then. It is funny how HP will not acknowledge this site. He admitted it was a known problem, and even went so far as to say that 33% of all manufactured products had this hinge for the dv9000 series. That’s ridiculous. If anyone has any information that can help (especially if Devin Else agreed to fix yours out of warranty), please contact me as soon as possible.
Thanks!
September 14th, 2008 at 5:56 pm
My dv9013 just cracked on the hinge by the security lock also. I bought mine at Fry’s and I have their extended warranty. I just took it in and they are going to send it to HP for repair. They said that there is a chance that HP may reject it for physical damage, but now with this evidence of being a manafac. design flaw, Fry’s will have to fix it. We will see…..
September 16th, 2008 at 9:07 am
Hi, how I can send PM?
September 16th, 2008 at 11:52 am
Hey Folks,
Same issue for me on my dv9010ca. I got the “out of warranty” response from the front line tech and asked to be escalated to a “Case manager” It took a bit of work, but I was assigned one. When the case manager contacted me, they sated that if you have the issue within the first six months after your warranty period they will repair it free. I am at 8 month after, so they won’t fix mine.
I would appreciate hearing from anyone who has worked with HP Canada and had an exception made at more than 6 months past warranty period. I was under the impression there were some of your out there and I would like to find out what the differences between your case and mine are. I was told that exceptions had not been made and I would like to reference a specific case number to counter that point.
For the record, although I haven’t reached a resolution yet, everyone I have dealt with at HP has been professional and courteous. I just want them to be consistent, too. If they admit to some that it is a known design flaw, then they should address it for everyone, not just the ones who fight hardest.
Thanks in advance.
Woody
September 20th, 2008 at 9:35 am
An update to my post above. HP sent a box and fully repaired the broken left hinge even though I was 4 months or so out of warranty. Both hinges were in fact repaired and look completely different than the original. They also replaced the lcd bezel and cover. Not sure how long they will hold up but hopefully for at least 2-3 years…
Thank you for this site for without it I would have paid at least $300+ to have this repaired.
September 23rd, 2008 at 4:44 pm
I just ran into this issue and after I spent ~30 minutes with someone in India (very apparent) providing the serial # and all pertinent information, she proceeded to trouble-shoot the issue. Once she realized that the issue was due to the hinge - she came back with your machine is out of warranty. I succintly explained that I have purchased an ADP (Accidental Damage Plan). She, at that point, started to play stupid and repeatedly said that my laptop is out of warranty….I’m going to have to call back again and hope to talk to someone else. When I asked to escalate and bring in a case manager, she replied that they “were all in a meeting.”
My ask of everyone posting here, please include the phone #s you are calling & getting a successful resolution to the problem; perhaps the rest of us are calling the wrong number.
September 28th, 2008 at 4:27 pm
I have had the same hinge problem and heating problem (which i have to run on a cooling pad constantly) with my dv9000 that i purchased last year, which became a problem shortly after the warranty expired. I am going to call HP and see if i can resolve it with them but i do not think they will be too helpful. I hope that some legal action may make HP come to a resolution for this defective situation.
October 2nd, 2008 at 10:47 pm
My dv9000 has also cracked the left hindge, i will try to call hp tomorrow. I think i am prob over a year out of warranty so prob won’t get help. Does anyone else have SEVERE over heating problems? Mine will over hear to the extreme and power off. The only way I can keep the system powered on is using a Power management software to lower the speed like it is running on battery power. Like i said, i seriously doubt I will get support but will give it a try. I’ll update when i find out.
October 5th, 2008 at 1:35 pm
H.P. Pavilion dv9023us
Purchased: 12/30/2006
Ship Date: 01/02/2007
Recieve Date: 01/08/2007
Registration: Date 01/08/2007
So, I just found this site two weeks after first hearing the snap, crackle, pop of the left hinge…my first thought as the plastic parts fell out of the security hole was it must have been from being hot around the fan area where it gets hot and the plastic dried out and cracked. Little did I know I would find that this is a common problem of 9000 users. As soon as I read the site’s home page I asked my wife to check her 6000, it seems to be okay…today!
I was surfing around looking for parts to fix the thing when I found this site.
I started the parts search after a short on hold session 31 minutes waiting for a rep, when I called HP back again and got right through…weird! Any way the sweet highly retro-flexed tongue of “CAROL” made it apparent I was in touch with India. She asked me what the problem was and I told her “Material fatique at the left side hinge”. She all of sudden wasn’t able to hear me very well. I told her that I wasn’t able to hear her either and that we would just have to deal with the poor connection. She just couldn’t understand “material fatigue”. So I told her the plastic had cracked. She said “You MUST be out of warrenty. I told her I wanted to talk to someone that could help me identify the parts I wanted to buy. She told me I would have to buy a support option to get through to a technical support person. I asked her for a number to parts. She gave me an 800 number to call Moday through Friday 5am to 5 pm Pacific. At that I told her thanks and started another Google search and that’s how I found this site. It is my intention to cut out the time to call HPINVENT and call the 877-917-4380 number (x94) or the 650-857-1501 number. Thanks for the site and hosting it…let me check out the information and I’ll be back…to donate a few bucks for your work.
Thanks, again.
October 15th, 2008 at 5:01 pm
I have stress cracks on my dv9000 at the front, top of the plastic lid on both sides around the top of the curve. I seldom move the laptop, but after returning from a driving trip I notice this. No hinge problems as of yet.
October 16th, 2008 at 6:15 pm
I chatted online with a rep about my 9235 with a cracked left hinge. They tried to sell me the repair for $298. I said No, pointed out this site and explained that many people had their laptop repaired for free OUT OF WARRANTY. They escalated my case. I got a call 2 days later. The lady I spoke with told me they would fix mine for free because of the PRODUCTION DATE(not the model). She sent a box via Fed Ex. I sent the laptop. The total time it was gone was 4 days. It came back in excellent shape. The fixed everything and replaced the webcam as well. The customer service folks were AWESOME. Barring any other issues, my next computer will be an HP.
October 20th, 2008 at 2:36 am
Same story dv9267ea bought in Feb 07 left side hinge cracked popped screen to corner large argument with girlfriend blaming her for damaging it…… now I need to apologise after reading this!
Trying to contact HP (UK) for advice ….. watch this space
October 20th, 2008 at 8:13 pm
I get the error message:
“plugged in, not charging.
Using that, Google sent me to this site. I see no evidence that anything is broken, but how do I live with 53% power, which is the exact point that the discharge accelerates so that only 15 minutes actually remain!
I bought the Pavilion DV9201Ca (Canadian) in February of 2007.
If you initiate a class action, please count me in.
Regards,
Walter Mrak
October 24th, 2008 at 2:18 pm
Hi, I just “inherited” an hp dv9060us from my Step mom. When she had it, the hinge cracked and eventually the screen came completely off. We sent it in to hp and when i when we got it back she gave it to me because she got a Sony Vaio. Then 4 days later after i had everything off of it, the video card crapped out. Yay! so then i called and sent it back in. I got it back this time but right now I’m worried to put time and effort into making this my primary computer because off all these hinge cracks happening to people. Mostly i want to know first of all 1) Has HP managed to fix this defect. 2) Does this only happen to some of them and not all. 3) Is there any way known to prevent this from happening. I know that i have only had to endure 1 fatal flaw so far, but I’ve been looking around and so far have found no answer to these questions, so I thought I would go ahead and give this a shot. Thanks in advance for any responses to this, I really appreciate it.
October 27th, 2008 at 12:48 am
I called HP 2 months ago before before the expiration on my warranty to inform them about the heating issue together with a sound crack every time I open and close my laptop. They ask me to send my machine to be inspected and repaired but since I was coming to Japan for 6 months due to my work, I told them I was not able to give away my computer at that time. I figured out how to reduce the high temp issue by updating the BIOS driver (it seems to be the same thing) and came to Japan.
Yesterday while closing my laptop, the same problem described by everybody here happened and now I cannot close it since it would cause a lot more damage.
I just chatted with an HP customer service agent and it took me about 10 minutes to explain him that I actually live in the United States but but will be in Japan for another 2 months. He said there is no way HP customer service in Tokyo will address my issue since they probable don’t have the part required to fix it.
I make him write on the chat screen that they will repair my computer in January when I get back to the US even if my warranty expired already.
Let’s see what happen.
Thanks for this web site
October 29th, 2008 at 9:37 pm
I too am having the exact problem mentioned here.I have a dv9429us that was 62 days out of warranty when my problem developed. I contacted HP and was told it would cost $298 to repair. After finding this website I will now call them back. I am so angry about this as I own another HP as well. A close relative of mine is a newswoman for a major tv station and sugested the media needs to be involved. Some local tv stations feature segments that spotlight consumer problems and get great results. I don’t think HP wants bad publicity. I will update my posting after I call HP back.
October 30th, 2008 at 6:54 pm
Wow… I can’t believe so many people are having the exact same problem as me. I have a ddv9201c purchased at BestBuy, Feb 13 2007. I am going to get in touch with HP and get this fixed!
And yeah, if there’s a class action suit, please count me in!
October 31st, 2008 at 11:29 am
Well, I too have a dv9000 that was making popping sounds for months and I noticed a small crack forming in the left hinge. It got a little wider over the months until one night, when I reopened my laptop lid, my screen went black and would not come back on. So I found this site and made the call, first to technical support, then to case management. I got hold of a guy in case management that was stubborn and refused to do anything about it. He said that they have had others complaining about this, but he was told by corporate that he could do nothing about this issue. I was very nice the whole time and just decided to end that phone call and call back later to get someone else. A couple of weeks later I got a new case # and called case management again, this time getting James on the line. He was AWESOME. He said that they have been getting these complaints and explained why this was actually happening to the hinge and creating the crack. He very nicely took my address, said he’d be sending a prepaid box to me, and they’d have it fixed within 7 to 9 days free of charge! I’m very happy and this has restored my faith in HP.
October 31st, 2008 at 11:56 am
I also have an issue with the hinge on my notebook. I have the dv9702ea model bought through the dixons group (UK) and experience a clicking or popping sound upon closing the screen every time. My concern is that given enough time this minor problem will become a major one. I am already just short of 6 months warranty and dixons say they cannot help me as it has been in for repair twice through the techguys and have said everything is ok. I’ve been in touch with consumer direct on numerous occasions and most recently trading standards and they seem to think it is likely to go through the courts. Basically dixons are not taking any responsibility for this due to the engineers giving it a clean bill of health. My concern is that once the warranty has run out what happens then? I have a physical disability and rely on benefits and will not be in a position to afford any additional costs once the warranty expires. I would be greatful of any advice you can give regarding this ongoing issue.
October 31st, 2008 at 1:17 pm
Left hinge broke on my DV9000 as well, after about 13 months, lucky me! I am going to chat up HP right now and see if they will resolve it.
November 4th, 2008 at 11:26 am
Same problem here with the left side cracking. I noticed a couple of weeks ago and thought that someone in my house damaged it; glad to know this is not the case. I am currently waiting for a case manager to contact me, so we’ll see what happens. I’m not encouraged or hopeful.
November 4th, 2008 at 12:07 pm
Just wanted to add a comment that I called HP once I got a case number online. Within three minutes I was offered free shipping and repair for the defective hinge. I spoke with a very nice guy named Adrian at 650-857-1501 and the whole procedure took five minutes. They acknowledged that it is not a “known” issue but is an issue they are aware of. FYI - my DV9030 is 2 years old this month and the repair and shipping is going to be covered so don’t despair!
November 5th, 2008 at 9:45 am
DV9207US
Same here. My hinge popped about a month ago. Now I am afraid to close it or move it. Thank god I don’t have to travel with it much. I also noticed the the metal locking device is out of place. BTW. Has anyone ever seen a key for this laptop. There is a lock with no key. I called HP (Bangladesh) a few weeks ago they said $300 dollars would fix it. I could get a brand new laptop for a little bit more. OH yeah the fan makes a loud noise too. Shortly after the hinge popped. SOO annoying. I suppose there is little plastic peices from the hinge that is rubbing on my fan. Great. Not my fan is gonna break.
My wireless router on board is a POS also. Sometimes it works, sometimes it doesn’t. So I have to flash the bios again every few weeks. I love my defective laptop though. I will never buy another HP laptop.
Rant over and out!
November 5th, 2008 at 1:17 pm
Hi. I looked at my laptop today and found the LCD case beginning to separate around the left hinge. Removed the front LCD bezle and found… a crack/brake in the left hinge. I purchased this dv9030us in January 2007 but I think I have an extended warranty; have to look. Just got off the phone with HP, they told me they would have a supervisor call after I suggested that this was a design flaw and would be addressed by HP. We shall see….
November 6th, 2008 at 7:40 am
I can’t believe it I feel so angry having seen this website, how is hp getting away with this! Brought my dv9000 in December 2006, just after a few months the Cd drive fell out! So sent it for repairs it was covered under the warranty at the time. However my screen started to pop at left hand side due to seized hinge, just after my warranty ran out. The front bezel has completely cracked now, I can no longer close my laptop, I have always taken good care of it. It works great and I am generally happy with it. But the problem with hinge is getting worse. I have emailed hp; I am waiting for their response.
November 7th, 2008 at 7:00 am
Thanks so much for starting this website and to everyone who has posted their problems! I am getting a free repair for my HP dv9010us, even though it is TEN MONTHS out of warranty!
I first noticed the left hinge crack and the seam splitting last week. So I looked up my purchase date (Jan. 2007) and realized that it was almost 2 years old (way beyond warranty coverage) and had resigned myself to living with the damage. Fortunately, I researched the crack online in an effort to fix it myself and found this website. After reading the posts from others who got a free fix beyond the warranty date, I was encouraged and sent a courteous email to HP Laptop Support, explaining the damage, and referring them to this website and the numerous posts from people who had previously gotten free repairs past the warranty date. After a few email responses from technicians (one of whom assured me that this website is legitimate) asking for my laptop serial number, contact information, etc., I got a call back yesterday from a Case Manager who also gave me a free fix! Yay! No hassles at all. They are sending me a FedEx box to ship the notebook back to them for repairs, no charge. This site rocks and good customer service rocks!
November 7th, 2008 at 7:25 am
This is GREAT NEWS!!!
I contacted HP on 5 Nov. and they called me back last night. While waiting for the call I found this website/blog and read threw it. Reading the many posts was disturbing considering HP’s good reputation and how satisfied I am with my dv9000us laptop generally; I take it with me everywhere I go and use it most every day. The good news is that armed with the information I found on this Blog I was able to avoid a great deal of frustration and possible expense.
After several minutes of pleasantries and exchange of contact information HP’s phone call went something like this:
HP: (recap of broken hinge issue)
Me: (affirm that she understands issue)
HP: ‘I see that your laptop is almost one year out of warranty. We will be happy to make repairs for you but unfortunately you will have to pay for the repairs.’
Me: ‘No. I know that there are more than 300 other HP laptop owners who have had the same problem indicating that this is a design defect and therefore should be repaired by HP at no cost to me regardless of any warranty.’
HP: ‘OK… let me check… OK. I can offer you a discount on the repairs. It will take about 10 business days.’
Me: ‘No. I also know that HP has repaired several laptops like mine at no charge even though they were no longer under warranty.’
HP: ‘OK… let me check… OK. We can repair your laptop at no charge to you. Let me set up an order number….’
This “negotiation” took all of about three minutes and as you might expect, was very satisfying to me. Clearly HP is doing the right thing when pushed a little and the posts on this Blog gave me the information that I needed to push in the right direction. According to HP I will receive a box in the mail and FedEx will pick up my laptop when I am ready. I will ship just the laptop, without accessories or hard drives.
Hope this helps.
Dave
November 9th, 2008 at 9:24 am
My sons dv6000 needed work under warranty to replace the screen. I was talked into an extended warranty for $100. Now his hinges broke, first the right hinge then the left. They say the hinges are not covered under the extended warranty I bought
November 10th, 2008 at 4:20 pm
Ken,
Call HP back and politely insist that they repair the laptop as the problem is a design defect. My box from HP arrived today and I will be sending my dv9000us out tomorrow to have the left hinge repaired at no cost to me. I didn’t have to get ugly or anything; see my post above and note that others have received free repairs from HP as well. You spent the money and have a right to expect years of service from your well cared for electronic equipment.
Dave
November 12th, 2008 at 10:51 am
My success story, I recommend starting your journey with the chat service on HP site. Here is the exact transcript with ID info removed:
———————————————————-
[Please state the problem.]
Tim Riley : Same as everybody else with this model, left hinge cracked, screen won’t
open/close
[An agent will be with you shortly.]
[You are now chatting with Scarlett .]
Scarlett : Hello Tim.
Tim Riley : Hello
Scarlett : Welcome to HP Total Care for HP Notebooks.
Scarlett : Hi Tim.
Scarlett : How are you doing today?
Tim Riley : Fine, thank you, how are you doing?
Scarlett : I am fine, thank you.
Scarlett : That is really unfortunate that the left hinge is cracked. Please do not worry, I will try my level best to isolate this issue.
Tim Riley : Thank you so much
Scarlett : My Pleasure.
Scarlett : May I have the Serial Number and the Product number of the Notebook?
Scarlett : They are located on the bottom of the Notebook on a white sticker.
Tim Riley : I found a website dedicated to this specific problem, with thousands of people who have the exact same problem:
Tim Riley : http://www.notebookhingecrack.com/2007/12/01/hp-dv9000-dv6000-notebook-hinge-crack-results/
Tim Riley : Serial # CNFXXXXXXX
Product # RGXXXXX#ABA
Scarlett : Thank you for the information.
Scarlett : Could you give me 2-3 minutes while I check this for you?
Tim Riley : Sure
Scarlett : Thank you.
Scarlett : Thank you for your time and patience.
Tim Riley : No problem, thank you for your help
Scarlett : My Pleasure.
Scarlett : Tim, I gone through the information in our database and came to know that your Notebook warranty is expired on 11/30/2007
Tim Riley : Okay
Tim Riley : Is there any way I could still get this resolved, as this is a very well known and documented issue that is caused by a design flaw
Tim Riley : The laptop never leaves the house, and has never been abused, it just sits on the desk and gets opened and closed very gently, It looks like its brand new still
Tim Riley : but it seems that this problem is caused by the excessive heat that the processor generates near the left hinge, and after time, causes the hinge to crack
Scarlett : I understand your concern Tim, let me check any other alternateive for you.
Scarlett : I understand your concern Tim, let me check any other alternateive for you.
Tim Riley : Thank You
Scarlett : You are welcome.
Scarlett : Thank you for your time and patience.
Scarlett : Tim, for your convenience I contacted my supervisor . As your Notebook is out of warranty we do not have the permissions to arrange free service for your Notebook . However, for your convenience I can arrange a call from our case manager so that you can discuss the same with him, he can arrange free mailin service for your Notebook.
Scarlett : Is this okay with you?
Tim Riley : Ok, is he available now?
Scarlett : No Tim, I have to send the information to the concern department so that they will make a schedule to arrange a call with our case manager. You will receive a call within 24 - 48 hours.
Tim Riley : Ok, that will be okay
Scarlett : Please provide the following information:
Name:
Organization:
US Mailing Address (No P.O. Boxes):
Apartment/Building/Mailstop:
City:
State/Province:
Zip/Postal Code:
Country:
US Phone Number (including area code):
Scarlett : Best Time to Contact? Anytime
Email :-
Tim Riley : yes, 1 moment
Scarlett : Sure, take your time.
Tim Riley : Okay, sorry I got interrupted
Tim Riley : Name: Tim Riley
Tim Riley : Organization: XXXXXXXXXXXXXXXXXXXXXXXXXXX
Tim Riley : U.S. Mailing Address: XXXXXXXXXXXXXXXXXX
Tim Riley : U.S. Phone: XXXXXXXXXXXXXXXX
Scarlett : Thank you for the information.
Tim Riley : Time: 8am-5Pm Monday through Friday
Tim Riley : Cellular Phone: XXX-XXX-XXX
Tim Riley : Time: Anytime
Tim Riley : Email: XXXXXX@XXXXXX.com
Tim Riley : Also if you could, would you please advise him to check out this website prior to calling? http://www.notebookhingecrack.com/2007/12/01/hp-dv9000-dv6000-notebook-hinge-crack-results/
Scarlett : Thank you for the information.
Scarlett : After ending our chat session
Scarlett : I will send the information to the concern department so that our concern person will call you with in 24-48 hours.
Scarlett : Is there anything else that I can assist you with today?
Tim Riley : That is all, thank you
Tim Riley : Actually, its now Friday, 24-48 hours will be the weekend, Will they contact over the weekend? (10 minutes go by)
Tim Riley : Hello? (15 minutes go by)
Tim Riley : Scarlett? (1 hour later)
Tim Riley : Are you still there? (1 Hour later)
Scarlett : Yes, I am with you.
Tim Riley : So you are going to give the info to the Case Manager in the concern dept?
Scarlett : Due to technical difficulties in Network we are unable to communicate properly, I apologize for the inconvenience .
Scarlett : Yes, you are correct.
Tim Riley : Ok Thank you
Scarlett : You are most welcome, and I really appriciate your patience Tim.
Scarlett : Is there anything else that I can assist you with today?
Tim Riley : No, that is it, thanks
Scarlett : My pleasure! and I would like to assure you that we care for our beloved customers!
Scarlett : Bye and Take care Tim.
Scarlett : 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.
Scarlett : Have a wonderful time.
Tim Riley : You thank you, have a great weekend
——————————————————–
So…this took place friday afternoon—-
Monday: I got a call on Monday from a Case Manager, he told me he knew about the issue and will repair it for free. I gave him my address, he said he would ship out an empty box with a prepaid label to ship the laptop back. He also said all shipments will be 1 day, but the repair itself may take 7-10 business days.
Tuesday: Got the empty box, packed laptop up, stuck on prepaid label, dropped off at Fedex store
Wednesday: Got an email from HP saying they received the laptop
Friday: Got an email from HP saying the laptop was fixed and had been shipped back
Monday: one week after the initial call, I had the laptop back in my hands, with a new hinge, a new front bezel, and a new top case lid, not a single cent out of my pocket.
Needless to say I am quite happy with HP’s response to this situation, even though my laptop was 1 year out of warranty.
Hope you all have the same luck!
November 14th, 2008 at 12:43 am
I have a dv6500 entertainment laptop, and recently it has been playing up badly. It is only about 10 moonths old, and firstly the fingerprint reader broke, and it was giving out excessive heat. A new reader and fan was installed. Went to pick it up, but they had forgot to connect the reader. Finally got it delivered. When I got it back, it would turn on, but wouldn’t even reach the main HP screen. Took it in, broken motherboard (I suspect het or mistreatment at the HP repair centre had something to do with it. Got my laptop back, all data was lost. I’m annoyed because I had to sign for them to be able to do that and I didn’t. Even so, they had it working. Got it home, loaded my data back onto it (the best i could do was rip the songs off my iPod) and shut it down. Even now, it is unreliable and gets extremely hot. I only hope HP see this.
November 14th, 2008 at 9:21 am
Here’s an update. My two-year old DV9030 was sent out on Monday to HP for a free repair (having been out of warranty for a year already). They received the laptop Tuesday morning, and had already repaired and shipped it by Tuesday evening (keep in mind Tuesday was Veteran’s Day). I got the laptop back yesterday with a new bezel, back cover and hinges. I have to give credit to HP for the ultra-fast turnaround on the repair. It was hard to get a case manager on the phone, but once I did the results were incredible. So don’t despair; help is available if you are persistent.
November 14th, 2008 at 10:13 am
I have the same issue with my dv9287cl purchased at Sam’s Club in April 2007. I called HP and they told me they would not fix it under warranty, I asked for a supervisor and then explained problem to him. He said he would transfer me to a tech support person to help me further. I was disconnected, I called back and spoke to another rep, he tried to transfer me to tech support and I was disconnected again. Then I decided to research the issue on the internet and found this site.
I called back and finally spoke to a tech support rep, he said this hinge crack issue has been reported and HP is repairing it for free under a “Class Issue Repair”. He transfered me to another specialist and they explained the shipping procedure and gave me a repair confirmation number.
All is well so far, no real hassle, except the first rep I spoke to. We will see how things turn out when they send it back. They will mail me a prepaid FEDEX box to send it back to them. They said to ship it with no battery or cables. They said I could even pull the hard drives, but I want them to be able to boot it and make sure the LCD is not damaged on the bottom left corner after they repair it. It is fine now but who knows what could happen while the hinge is being “repaired”.
November 17th, 2008 at 9:57 am
This is a follow-up to my previous post (post #355 by Dave W.):
I received the empty FedEx box on a Friday, I sent in my laptop on Monday, it arrived at HP’s California office on Wednesday, and I just received it back on the following Monday, a week after I sent it. It looks brand new again because they put a new monitor cover on it. No charge, though it was 10 months beyond the warranty period.
Thanks again to this website. I just donated some $$ to this site and would encourage others to do so too if they get a good result from it. It saved me $300 in repair costs, after all! Well worth it.
Instructions on how to donate are on the main page.
November 17th, 2008 at 6:08 pm
I broke both hinges in the span of a few weeks. I’ve had the computer (dv9008nr) for a year and 10 months. the screen is actually resting against a pillow right now, since there’s nothing to hold it up anymore.
November 18th, 2008 at 5:41 pm
Update to post # 356.
After sending my dv9000 to HP, free shipping and repair, I received a call and was told I would have my laptop back on the 20th. I never suspected that the note from FedEx put on my door on the 14th was FedEx’s attempt to deliver my laptop back to me with a new hinge, front bezel and top LCD cover.
I personally like HP products. I currently have the dv9030us laptop that HP just repaired, my wife has a dv8000 series laptop and we have two of HP’s 19” LCD monitors on our desktop. They make a good product and at a good price. I believe that this hinge issue is a design defect but am happy HP has chosen to stand by their product and make these repairs at no charge.
HP is still good in my book.
Dave
November 21st, 2008 at 4:23 pm
HP pavilion zv6000, about 4 years old (or so i was told) left hinge broke first then the right hinge. BOO HP….
November 24th, 2008 at 9:59 am
******************************************************************
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=ca&docname=c01611512
If you have not experienced a broken left display hinge, no action is required on your part.
Sincerely,
Hewlett-Packard Company
November 24th, 2008 at 10:51 am
Well, after hp repaired the hinge its only getting worse, my laptop has been repaired about 5 or 6 times now because the screen is turning black every time. ‘They’ (hp) repaired fan’s motherboard…..I’m still waiting (for almost 2 weeks now)for an answer
On a dutch site called tweakers.net I found some information about the heat problem of nvidea’s graphic processor placed in several hp laptops; http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us&dlc=en&product=1842189&lang=en
The heat problem probably causes a failing lcd screen.
November 24th, 2008 at 2:14 pm
Looks like there has been enough complaints:
******************************************************************
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=ca&docname=c01611512
If you have not experienced a broken left display hinge, no action
is required on your part.
Sincerely,
Hewlett-Packard Company
This Urgent Support Notification was sent to chill960@gmail.com
because you registered with HP or Compaq as a product owner and
this message is critical to your product ownership. HP prides
itself in being customer focused, quality driven and a company
that customers can trust and count on, and we apologize for any
inconvenience.
HP is committed to respecting your privacy. For more
information, visit our privacy policy at
http://www.hp.com/country/ca/en/privacy.html
or contact us at
HP Privacy Mailbox, 20555 SH 249, MS 040307, Houston, TX 77070
November 24th, 2008 at 5:49 pm
To the owner of this forum - you should be very proud of what you started and, above all, accomplished here.
I wish we would ALL follow your example as consumers when companies produce substandard products AND refuse to admit it and put people through hell when they voice dissatisfaction. I posted earlier in the summer and making a long story short, it was a reference to this site that got that one fixed. I just saw the e-mail from HP who are now doing the right thing by fixing this wrong.
I don’t propose to speak for us all with this issue; however, speaking for myself, it’s taking too long to true-up on an issue that it doesn’t take a village idiot to figure where the fault lies.
Again, thank you for your site, for lending an ear to us all and for moving this issue to resolution - YOU are an example to us all.
Folks - let’s all agree, here and now, to do what this owner has done via this site and voice dissatisfaction when companies sell us their crap and refuse to fix it.
November 24th, 2008 at 7:31 pm
I have the DV9207US it has been a great laptop. However, lately it is exhibiting the dreaded cracking sound from the left hinge. I found this site and found the information in post 367!! HP has finally acknowledged the issue and is fixing it. http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=ca&docname=c01611512
I will be calling soon to get mine fixed. Many thanks to this site! I’m sure this site is the reason they finally admitted they have a design flaw.
November 24th, 2008 at 8:00 pm
Victory!!!!!
3 weeks after Amex fixed my laptop I got this email today… a little late but may help others
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
This Urgent Support Notification was sent to …@hotmail.com
because you registered with HP or Compaq as a product owner and
this message is critical to your product ownership. HP prides
itself in being customer focused, quality driven and a company
that customers can trust and count on, and we apologize for any
inconvenience.
HP is committed to respecting your privacy. For more
information, visit our privacy policy at
http://www.hp.com/country/us/en/privacy.html
or contact us at
HP Privacy Mailbox, 20555 SH 249, MS 040307, Houston, TX 7
November 24th, 2008 at 8:01 pm
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
This Urgent Support Notification was sent to …@hotmail.com
because you registered with HP or Compaq as a product owner and
this message is critical to your product ownership. HP prides
itself in being customer focused, quality driven and a company
that customers can trust and count on, and we apologize for any
inconvenience.
HP is committed to respecting your privacy. For more
information, visit our privacy policy at
http://www.hp.com/country/us/en/privacy.html
or contact us at
HP Privacy Mailbox, 20555 SH 249, MS 040307, Houston, TX 7
November 25th, 2008 at 3:29 pm
I experienced the same problem with my dv6000 series, but I let it go, to later end up with a blank LCD screen that refused to
November 25th, 2008 at 4:11 pm
So I went to HP Chat and told them my problem:
Hinge crack, sent in to HP who told me they’d replace my motherboard for free since my LCD Screen was pitch black.
Next day, service charge of 328. UNACCEPTABLE HP.
The very nice(NOT) agent told me the problem was only with the left hinge. I told her I experienced it with the left hinge. She gave me a picture:
http://img517.imageshack.us/img517/7247/csossw372003ju9.th.jpg
and told me it was my RIGHT hinge. I told her, oh never mind, it depends on the perspective you look at it from, the cracking began on the left side when the laptop LCD faced me, so I assumed I’d call that my left hinge.
Well, the problem is with the left hinge (on dv9000) and I experienced it with the right hinge (on my dv6449) so too bad for me, I don’t get a free repair.
SCREW THAT! Hinges are hinges. I felt as if HP telling me I wouldn’t get it repaired since it didn’t happen to my left hinge was like a doctor telling a guy with a wounded arm that it can’t be fixed since only right arms are usually wounded and his left arm was wounded.
I’m trying to chat with another agent since my connection got lost halfway through our wonderful conversation, which is taking half an hour to start!
I bet they’re getting a bunch of complains from unsatisfied customers.
I’m a student and I refuse to fish up money for something that isn’t my fault at all.
Never again HP!
November 25th, 2008 at 9:19 pm
dropping back after fighting for my laptop to get repaired. about a month ago i had to drop the $$ to repair the hinge issue because they supposedly never heard of a default w/ this model of this nature. Obviously a lie, seeing as they released that email about the free limited service enhancement earlier today. I consider this a huge win for this website! good job guys!
now to fight for my cash back!
November 30th, 2008 at 3:04 pm
Thanks! I had the same problem as everyone else (left hinge). I used the link above and they agreed to fix it free of charge. It was about 30 mins on the phone, but no hassle. My computer is a long way out of warrantee. Just to repost the link it is
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
Their phone is (866)671-7362
They are open 24 hrs
December 2nd, 2008 at 9:10 am
Just got off the phone with HP and if you provide the link to this site along with the Tech Bulletin posted a few post above they WILL fix the hinge for free.
1 piece of BS though is I was told my computer is subject to restoration of “Factory Defaults” which mean they are going to wipe my clean Vista install and put XP back on. I work in IT and this is BS and completely uncalled for. This computer is not going in for a hardware/software service, its goin in for a physical structure repair. I sincerely hope they do NOT TOUCH my clean install of Vista.
December 2nd, 2008 at 11:20 pm
Can this hinge problem cause monitor problems or prevent the computer from starting properly? I purchased my laptop nearly two years ago and now yes there is a left hinge problem but also i am having a problem that when i boot up my computer sometimes it starts and sometimes it crashes… i would think with the huge crack in the hinge it can cause internal damage to the computer.
December 5th, 2008 at 8:28 pm
Como puedo solicitar reparacion o compra de las bisagras para mi Laptop HP model zv6000?
(How can I request repair o purchase of cover hinges for my Laptop HP model zv6000?)
December 7th, 2008 at 10:25 am
Man Oh Man, …. my HP dv9008nr left hinge failed too.
There are cracks from the huge crack. Epoxy glue fix failed.
Man Oh Man, …. I’m disappointed with HP again.
December 7th, 2008 at 11:09 am
My left hinge (dv6000) just shattered this morning. I had purchased the protection plan from Circuit City, so it will be repaired for free, but I don’t like having to send it away for a week+.
I was also told that the repair company is not responsible for lost data. I assume they have to say this, but I will most definitely hold them responsible as this is an external mechanical issue and they shouldn’t even have to go past turning the computer on to ensure the monitor works.
December 12th, 2008 at 9:57 am
Same problem with my DV900. After the motherboard failed, 4 months out of warranty, I had to spend 2 days on the phone with HP until I was able to speak with a case mamager in the US, ad got it repaired for free. Now, 2 months oafter the last repair, parts fall out of the left hinge and I can’t close my laptop. Once again, after some time on the phone with HP they are going to fix it free of charge. I agree that there are some seroius inherent design flaws in this computer and that action should be taken to permanently remedy this problem. Quite frankly, I’m sick of sending my laptop out for repairs, free or not. Will I buy another Hp product? Probably not. Spending close to $1800 on a laptop to take the place of my desktop and having it break multiple times is not an endearing way to gain customer loyalty.
December 15th, 2008 at 5:03 am
To prevent your plastic hinges from ever breaking in the first place, just do what I did: When I first purchased my dv9000 HP notebook in mid 2007 , I immediately noticed how much ” built in” hinge friction there was (to keep the lid in the open position). So much friction, I could see the plastic hinges flexing when I opened and closed the lid. To free up the lid and prevent likely future hinge breakage, I put a single drop of thick dishwashing liquid on each side of each hinge. Then I SLOWLY opened and closed the lid 10-15 times, the dishwashing liquid worked it’s way into the hinge, and tremendously freed up the excessive hinge friction. Now the lid opens and closes very easily, but still retains more than enough internal friction to hold the lid open in any position. As a caution however, use ONLY dishwashing soap, NOT oil, as oil will attack (soften) the plastic hinge. You cannot help the left hinge from slowly becoming heat embrittled over time from the surrounding heat, but you can remove the excessive hinge breaking friction by simply lubricating it.
December 17th, 2008 at 12:40 pm
Guys, I had a problem with a cracked hinge too but it was the right one not the left. It happened just as the warranty was about to expire (1 year) and I was told by the service center that it was due to physical damage. That was 2 months back. The only option I was told to repair it was to replace the LCD Rupees 15,000 (about $300). I live in India is there some way I can find out if this fault is related to their design flaw and if I will get a replacement ? Thanks
December 18th, 2008 at 10:11 am
SUCCESS!!!
My HP Pavilion DV9000 (dv9010us) is NOT covered under the part # they have posted on their website as being faulty and my laptop is now 3+ yrs old.
CALL THIS NUMBER: 8666717362
My story…
Called 800-474-6836 and after routing through their IVR and gave model.
First message said, “If you are calling about the left hinge cracking, please call 8666717362 for support.
I spoke to James there and he took my info and set up a ticket.
I talked to him and he process the order and is shipping me the box for return.
7-9 business day turn around once they receive the pc.
My laptop is out of warranty and they are going to fix it for free.
Hope this help and send in a little $$ to keep this website up! It save me several hundred dollars so the least you can do is throw this guy a bone.
December 23rd, 2008 at 8:19 am
Hello guys i just experienced broken left hinch and found a brand new on ebay for less than 20 dollars so good luck to you.
December 23rd, 2008 at 8:19 am
Anybody want write to me go to paegasz@yahoo.com
December 23rd, 2008 at 8:21 am
HP Pavilion dv9000
December 23rd, 2008 at 8:35 am
if you can’t find it on ebay write me an e-mail and i’ll send you a direct link to those hinches for pavilion dv9000
December 26th, 2008 at 8:40 am
Same problem, LH hinge split screen casing, dv9050ea purchased 11/06. Split became evident Mid-Dec 08. maybe because I didn’t use it that much. and took great care. Before finding this site, reported fault to HP UK, (including purchase date!!) first response was positive (thank you, Sophie) to the point of admitting that this was an Identified Issue and that my serial/product numbers confirmed eligibility. Went through to support, repeat every detail (which I’d submitted with my original email, everything fine until - where did you purchase the product? “PC World” (UK). Ah they are DSG, you will have to submit to them, but we will forward them your case number, don’t worry no problems. Next on to PC World. Sorry we have an agent who deals with our repairs, they will collect. Back home contact the agent, repeat all the details, they pick up the laptop,I ask for quick turnaround cos business use, sure enough came back a week later = Unrepaired!!! Why? 3 weeks out of warranty. Back to HP UK. Flat refusal to repair, despite about six emails. Realising I was not getting anywhere by straight human empathy I informed them that I am contacting Consumer Affairs. Only then did I discover your site. And the proclamation on US website that this problem will be fixed until May 2009. Of course, doesn’t mean they will fix here in UK. I’m sure they will stick to the minimum required by UK law. Have forwarded my case to HP USA you seem to get a better response over there, if it gets to Case Manager level (never been offered such a service here!). After that it will be email to CEO, follow up my Consumer Affairs case, or perhaps Office of Fair Trading. Thanks to your website for helping with my confidence to pursue this!!
December 31st, 2008 at 5:24 pm
Simple Solution
I found this site a couple months ago while looking for parts to repair my machine (dv9000 custom configured). Before I could start the process of fighting for my repair, I had to wait until I could get a replacement computer due to business needs. In the mean time, they started the “Limited Service Enhancement” program for the hinge issue.
My computer is almost 3 years old and has had no real problems except that the hinge got sticky and eventually cracked the plastic around the LCD. The crack showed up one month out of warranty (2 years) and I just assumed I was SOL. Finding this site gave me hope, and then the service announcement made me happier, but my machine was not in the serials covered by the service enhancement.
I called the number posted by Justin Lilly (#386 above) and gave them the story. It took about 30 minutes, and they are sending a shipping box to make the repair for free. They said it would take 10-14 days from getting the machine.
Just be friendly on the phone, and I think just about anyone can get this repair done for free until the May, 2009 cut off.
January 4th, 2009 at 3:07 am
I have HP Pavilion DV6000 laptop. it is excellent, easy to use. I got a hp dv6000 battery from http://www.batterygoshop.co.uk/hp/dv6000-battery.htm . The battery last 2~3 hours. Many of my friends like hp.
January 7th, 2009 at 8:27 am
HP Pavillion zv6000 series bought in 2005.
Left hinge broke 4months ago. 1 month ago the other broke as well.
Monitor is now supported by a bent piece of metal and the occasinal pillow when using it in my lap.
Was actually shopping for a new HP laptop - but now I’m not so sure anymore
January 9th, 2009 at 4:25 pm
A few weeks ago I received a letter from HP advising that the left hinge may experience a problem and even if it is out of warranty HP would fix it free of charge. Just prior to receiving the letter the hinge began to make popping sounds and the speakers stopped working even though you could use an earphone.
I called HP and they said the speaker problem may be related to a motherboard issue. HP sent us a shipping box and we sent it out. They called today to say that the hinge would be repaired at no charge but that the speaker, even though it is a motherboard issue, would require a charge of $323 to fix. We gave the ok to fix but we also noted that several comments are found on web sites noting the same speaker failure issue.
It would be interesting to build a site to capture similar speaker failure issues. Perhaps the overheating motherboards are causing the failure.
I do love HP products. While the dv9009us I have has had these issues it is still a very good unit.
January 10th, 2009 at 4:19 pm
I have dv6000 just bought last yr….and the left hinge broke……not only the plastic but also metal part…….
now its more thn yr so i can’t do anything with that…..
January 12th, 2009 at 3:45 am
i have had my hp dv9208nr for the last year and noticed over the summer that the area by the security lock was popping out. i do not believe the hinge has broken but now i am a lil scared…:( my computer does overheat quite a bit and i will try using compressed air, but what else can i do to keep my cpu from running at almost 100% when running the most simple programs? this is really frustrating as i can’t send it in (bought it from a friend) and im not really computer literate? im so glad im not the only one with this problem….
January 21st, 2009 at 11:19 am
i sent in my dv9000 for the hinge recall 23 days ago. They’ve assured me it would only be a few more days twice during that time, and yesterday they finally admitted it would take at least another week.
I pressed them for an answer as to why, and the representative stated that my lcd screen had been cracked due to the hinge problem, and that was causing the delay. However, my hinge broke about 18 months ago, and I have never had any actual monitor problem.
Then they basically hung up on me. Is there any chance they give compensation for so badly underestimating the repair time?
January 21st, 2009 at 4:14 pm
i have had the very same issue. I contacted Hp and they sent me over a box for me to mail it in. but before it got here, the screen’s frame actually BROKE, and now is a loose tooth. And daily i am finding small black peices of plastic under the computer!!! and DM, try chatting with them on the chat screen help on their website. That is how i contacted them….
January 21st, 2009 at 4:17 pm
https://wimpro.cce.hp.com/ChatEntry/Chat.aspx?productOID=1842189&productLine=KV&productSNI=hppavilion1842188&productName=HP+Pavilion+dv9000+CTO+Notebook+PC&productCategory=18703&SCOID=82710&h_cc=us&h_lang=en&lc=en&PSOID=1842187&lang=en&cc=us
January 22nd, 2009 at 5:30 pm
I sent out my laptop on the 12th of Jan. The service center received it on the 14th of Jan. Amongst other issues which required repair, I was initially told that I would have my laptop back today (22nd of Jan).
Today I get a call from an HP representative who barely spoke English and needed to repeat herself at least 3 times so I could get the gist of what she was saying. Apparently laptop hinges are back-ordered and they need to hold onto my laptop until the 5th of Feb. She could not answer to me what was back-ordered so I had to call the number back to speak to a rep who understood my question. I’m quite displeased that they do not have the parts preordered before they get a laptop in repair. Further, for a problem so common, you would expect a company like HP to have these components readily available. Seems to me like HP is nickle-and-diming everything.
On another note, I have a bent w key, a frayed up power cord which arced next to my DVDs one day, a battery which died within 6 months use (not covered under warranty), a dead pixel (not covered), and a motherboard which gets so hot it could fry eggs on it and frequently forces emergency shutdowns even on flat surfaces.
I am heavily disappointed in the quality of this laptop. HEAVILY. I would have paid an extra $500 for the same performance from another company to not deal with this bull. Further, I see on their order status query site that they have my notebook marked as having PCB failure (power failure to harddrive). I left them a note saying the harddrives were removed as I stated I would do, yet they think my harddrives are failing when they are clearly not present in the laptop? Give these underpaid little Chinese children a clue PLEASE before they attempt to replace my missing harddrives.
On another note, the one other friend who owns the same laptop has a broken hinge, failed ethernet adapter, failed harddrive, and possibly other failures. HP refused to service his laptop because it was a year old and he now has a very expensive paperweight.
I will NEVER purchase another HP product for the rest of my life and am sharing my story with as many friends and acquaintances as possible.
January 24th, 2009 at 3:48 pm
I own a 9420us, and have had it since August 07. I was just shutting the lid of my laptop, just like usual, to put it to sleep. I barely had it a 1/5th of the way closed, and then I heard a “crack” noise. Turns out, my right hinge (not my left) has cracked away from the hinge, with the crack going all the way up the right side of the screen (with maybe 1/4 of it still connected). I can’t close my screen all the way, barely a 1/2 until I’m afraid of doing more damage.
I just talked with an HP representative online, and they are also charging me the 298 dollar repair, which I think is ridiculous for (a) their design flaw and (b) I didn’t cause it directly.. I just got my laptop back from the motherboard recall for the dv9000 (my laptop, again randomly, would continue on a start up-shut down cycle without ever getting past the “HP” welcome screen), so I’d like to keep my laptop for a little while longer instead of sending it back again! (Luckily, even though I was out of warranty, they fixed the motherboard for free).
I love my laptop…but, seriously, this is utterly ridiculous. Does anyone know where there’s another place to fix it? Or how to fix it at home? I’m so glad I found this website - I’m still browsing, so I apologize if the answer to my above questions are on here and I just haven’t explored the page yet. All help much appreciated!
February 4th, 2009 at 5:12 pm
I have a zv6000. The right hinge is cracked and open. My display flops around. Now I just noticed that the left hinge is opening. All this while talking with a nice rep name Amed. Unfortunately, he stated it would cost me $321.77. I was about to pay when I could not find my credit card, LOL. Probably a sign not to pay and have them repair it free, since it is a design flaw that is occuring to others of the same design. I did tell him about this site and recommended that HP Care check it out. I have used HP computers as far back as I can remember. It was my second one after the Com 64. HP would be wise to remedy this flaw, starting with current owners regardless of warranty. I think HP will step up to the plate and do with the zv6000 as it did with the dv9000. When the rep contacts me again, I will post what had happened.
February 5th, 2009 at 4:03 am
I have an HP9207 model that I purchased 3/07 from Comp USA. About 2 weeks ago the left hinge broke. Since I had purchased an extended warranty, I wasn’t concerned about getting it fixed. Unfortunately, the problem is considered to be from “normal wear and tear” which is excluded from the warranty. The CompUSA tech said his HP did the same thing and they had received several calls from people with the same hinge problem. Knowing that, they still wouldn’t cover the repair. I contacted HP directly and was told the same thing from them.
I haven’t explored this entire website, but hope someone has posted information on how/where to get the problem fixed.
February 7th, 2009 at 12:33 pm
I bought a DV9000 in October 2006 and up until last night everything was fine. I went to close it, heard the cracking sound and upon closer examination, I could see that the left display hinge was broken. My girlfriend “Googled” the issue and this site came up. I tried the Web site mentioned above (273) and when I called the number provided, a gentleman named Lester took care of everything within about 15 minutes. He confirmed my computer was eligable for the free service and a postage-paid box is enroute to me as I type this. After mailing my computer, he said I should receive it back within 7-9 days. If all goes to plan, not one cent will come out of my pocket; we’ll see how it goes.
February 9th, 2009 at 11:07 am
hp pavilion dv 9000 2 + years old. Weeks after being out of hp coverage: pop, snap back of screen pulls off as I open my notebook… 6-9 months later I call hp after getting their response to this problem (”bios settings “fan fix”" and a “send in and we will repair…”) I called and 34 minutes later after talking to 3 separate people I was put on call waiting again and hung up. Since my hinge went the metal frame around the screen went as well. Is this the “hinge” they are talking about? Plus Hp said they only accept these via mail there are no centers to take them to. I can not afford to lose my only computer for “5-7″ working days.
P.s. they said if there is any other problem “frame fix = 200$” …..
February 18th, 2009 at 8:58 pm
I have a dv9000. It is no longer under warrenty. The side started cracking when I would lift the lid, and eventually the whole side was coming out and the encasement was buckling when I would open and close it. I have it secured with paper binder clips. I contacted HP and the person I believe was from another country, indicated it would cost $400. plus to fix it. It asked if I had dropped it. He illuded to the fact it was abuse. I spent about $3000 on this lap top, and am very displeased with HP response.
February 21st, 2009 at 11:42 am
I have a dv6000. A few days ago the left hinge of mine cracked. Last night I contacted HP to speak of how much it would cost to have it repaired, and they told me it would cost 300+ dollars.
February 26th, 2009 at 5:32 am
Just found this website, and am bookmarking on my desktop. DV6XXX (don’t recall the exact number). I bought mine in Nov 2007, and after the sound and power buttons stopped working, took it to Best Buy for service. They told me that HP hinges get looser, but not that they break. Tried to open it last night, and the left hinge (when open and in my lap) evdently broke. Now, no image on the LCD. Gotta contact HP I guess.
March 8th, 2009 at 10:00 pm
I have a Hp Pavilion DV 9207. I am experiencing the same kind of difficulty with my computer. My screen completely went out. Computer won’t boot up
Model Number: RP282UA
Model Description: HP PAVILION NOTEBOOK PC DV
Serial Number: CNF7066GSP
March 10th, 2009 at 9:52 am
Is there any more info on the DV6000 Hinge crack. Mine just broke, from simply opening it. I called HP and they want $300 to fix what is obviously a defective product.
Thanks,
Jeff
March 13th, 2009 at 10:03 am
I own an HP DV9000 , same problem/s as everyone , the left hinge broke and the plastic started to seperate from the monitor…eventually the right hinge also broke …so i started using the laptop more as a desktop (eith the back supported)….a few days later I had a dead/black screen…tried attaching an external monitor wouldnt work.
March 14th, 2009 at 7:04 pm
I was just notified that my HP Pavillion dv6000 notebook was denied repair because SAMS CLUB’s warranty provider NEW Corp considers a faulty notebook hinge failure not to be normal wear and tear. The notebook is now being returned unrepaired.
The warranty states that the contract covers parts and labor costs resulting from a mechanical or electrical failure of the Product caused by defects in workmanship and/or materials, including those experienced during normal wear and tear.
I guess opening and closing a laptop is not considered normal wear and tear. I’m so pissed!
April 14th, 2009 at 4:04 pm
Hi
Im a HV Electrical Tech by trade of many years experience and had a 3 year old hp Pavillion DV8218TX. Was a great notebook. I noticed I would recieve small shocks from the metal front speaker case occassionally. I took it in for a Vista upgrade and my tech said it wouldnt load Vista and she got a huge electrical belt off it and wouldnt touch it. Unbelieving I took in my multi meter and tested the power supply. All was fine with no AC out (19vDC only). Then plugged it into the notebook and ‘bingo’ 115v AC between the case and earth !!!!!!. Ouche !!!! I couldnt believe it because even to this day I cant work out how it got a circuit back to gound. Its not possible through the AC/DC charger when it isnt earthed. Sooo ‘… STUPIDLY! I thought it was static or some small current floating charge and put ‘my’ wrist on the front of the case.. and bang! yep it wasnt static ..got a good belt myself.
I at least worked out that my apartment has wood lackered floors (and so not a good earth) and my techs shop has slate floors on cement slab so great earth. I was bare foot in the shop so a very good circuit back to earth so a nice big shock.
HP were very interested even though it was 2 years out of warranty. After some discussions over the phone and a about 2 weeks wait they offered a replacement but the model was no longer in production so they told me to go back to the reseller to see what deal I could get for a full refund. The reseller had a nice spanking new 800gig DV7-1211TX for the same price as my old 200gig DV8218 and here I am all happy typing away on it now !!!!!!!! Thanks HP xxx. Happy customer !
April 16th, 2009 at 4:50 pm
My DV9608NR’s right hinge cracked last night. Warranty ran out in Dec. 08 but have a Best Buy PSP plan good til 12/10. Spent 3 hrs on the phone with various techs from HP and no luck. I was told by “Pqneet” from HP, “Rest assured we will fix the problem for you at no cost.” 5 minutes later I was told there was nothing that could be done because my serial number is not one of the ones listed on the HP site. The limit is “716″ and mine is “723″.
HP did offer me a generous repair for only $398 or a wonderful coupon for $200 off of my next HP notebook starting at $700 or more.
No luck with HP directly. Best Buy said bring it to the local store and they will take care of it.
I did reference this site several times. No luck there either but I am really thankful for the information I found on here. Hopefully HP will step up to the plate and stand behind their products.
I’m going to be sending a letter to the CEO of HP demanding resolution to this problem.
May 3rd, 2009 at 1:08 am
i have a dv9702 just started having problems with sloppy right hinge and popping coming from left speaker!!! my laptop is 5 months out of warranty bought from comet in truro cornwall will be going up today to sort it out.here in the uk we have the sales of goods act which means it should last 6 years 5 in scotland you can take them to court if they dont fix it your contract is with the supplier not hp! you can take them to court online its easy but try diplomacy 1st then your justified!! i wont buy hp again if they dont fix this.i suspect the distortion on the left speaker is caused by the fan heat another problem caused by the same issue anybody else having problems like this please contact me we can split the fees and do em together my email is emailjayhere@hotmail.co.uk
May 13th, 2009 at 2:09 pm
Another broken hinge: I purchased my dv9220us HP Pavillion 2/10/07 at CompUSA. The left hinge is severely cracked and I cannot close the lid. I called HP and they will fix it, although I wonder if they will fix the fan heat problem that I’ve read about on this site. One BIG problem is that HP requires that I send the computer to them - they will cover cost of shipping and repair - however, I use this computer for my business several times/day, and cannot afford to be without it for a week or more. And even if it’s fixed, I’m not comfortable sending my computer away for many reasons.
May 22nd, 2009 at 10:32 am
I have a HP Pavilion dv6700. It’s been a years since i got my laptop. About three months ago the left hindge broke on my laptop. I called HP and they said I had to pay $258 to get this problem fixed. That it must have been me being careless my the laptop. which is not true. I take great care of my laptop. Its my life!
May 31st, 2009 at 9:37 am
I bought my hp dv9700 in feb. 08 My screen hinge has broke on both sides and will not shut. I contacted hp. 290 + tax. It is 3 months out of warrenty. Not sure what the next step is?
June 16th, 2009 at 8:35 am
I got HP to cover the cost of fixing my HP Pavilion dv9000.
Problem - Hinge crack
On online a reg. your product.
Call 8666717362 for support
I spoke to Rep. there and he took my info and set up a ticket.
I talked to him and he process the order and is shippede the box for return.
It took 7-9 business day turn around once they receive the pc.
My laptop is out of warranty and I got HP to fix it for free.
June 18th, 2009 at 7:21 am
Vicky, did you call after May 31st? I just called the same number and of course was told over and over that the free fixing program ended May 31st and they simply won’t budge. I tried an agent and a supervisor. They wouldn’t give me a case manager or another number.
They said it would cost $298. Any further info on how you got yours fixed for free would be greatly appreciated.
Thanks.
June 23rd, 2009 at 8:12 am
Vicki/Anyone-
I am told absolutely NO on the free repair for calls after 5/31. has anyone got this problem fixed for free after 5/31? this is incredibly frustrating.
Thanks.
June 28th, 2009 at 6:22 am
Bought a dv6000 about 8 months ago and the right hinge is in very bad shape. 1st of all it worked fine but “popped” in and out a little bit when closing. Then on fateful day I closed my laptop and *POP* the metal bit holding the hinge to the laptop breaks, so that now i can lift the right hinge out of its socket.
I’m also fairly certain that the hinge itself is broken as I cannot close my laptop now. if I try and move the screen back, the whole hinge tilts back and pushes the speaker up, warping the casing.
I’ll be taking it back to the shop where i bought it from, but i very much doubt they’ll do anything for me. Any way of repairing the hinge yourself?
June 29th, 2009 at 12:01 pm
Bought notebook in Oct 06. Left hinge cracked Apr 07 or somewhere thereabouts. Left hinge repaired free of charge at that time. Left hinge cracked AGAIN June 09. HP refuses to own up the their faulty design since i missed the “service enhancement” for replacing the hinges by less than a month.
I will not buy another HP product.