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No class action lawsuits regarding HP notebook hinge crack!
By admin | January 13, 2008
A few people have found a positive resolution to their notebook hinge cracks on the HP dv9000 and HP dv6000 series notebooks. Many have also been told that the damage is not warranty-repairable, and were quoted $298 to fix it. Some have asked about forming a class action lawsuit against HP, and I wanted to post this to recommend NOT forming one.
Class action lawsuits are not consumer friendly. In fact, every class actionlawsuit I have investigated has ended up giving the lawyers HUGE compensation, and the consumers close to nothing. In the hinge cracking case, HP would settle the lawsuit to the tune of many millions, paying the lawyers 30-50% of that amount, and giving each consumer around $25-$50. HP would not admit to any responsibility, and future problems would be covered under the lawsuit settlement terms, which means no money for future problems.
Thankfully, filing a lawsuit locally in your county courthouse is an EASY process, and in most districts doesn’t cost much. I will investigate writing a step-by-step process in how to do it, and how to handle the case yourself (called Pro Se). I have done so myself in the past against spammers and fraudulent credit collection companies, and have often-times settled those cases out with a nice compensation (as much as $1000 for about 2 hours of my time!).
If there are thousands of us out there who have had the problem with the manufacturer-defective hinge on these notebooks, filing yourself in your district’s court would be the best way to get resolution. I do not recommend EVER threatening a lawsuit in order to get a free repair. Instead, the proper process is to WRITE DOWN EVERYTHING in terms of who you talk to (name, badge number, phone number and extension), what they said specifically, and what the results were. Only if you do not get resolution do you file a lawsuit. You don’t tell HP you’re going to do it, you just do it. Because the total cost of the laptop replacement or repair is so small, a small-claims suit in your local court is cheap, quick and not very scary. The cost to you would be little, but HP would have to send a lawyer (or hire a local one), and spend literally hundreds or thousands for each case submitted.
At this point, HP has NEVER contacted me regarding this issue. I am open to handling discussions with HP and forming a reasonable response standard for users with this problem — in or out of warranty. I personally do NOT want a lawsuit to happen, I just want a working laptop. Since my hinge cracked last year, my laptop is now close to worthless. I use the laptop for a not-for-profit company I manage, and having it out of commission has cost me close to $2000 to replace that model with a similar model from another manufacturer. Because some of the software I purchased for that laptop is not licensable to a new machine, I had to repurchase software. I also had to spend dozens of hours reinstalling software and finding drivers to work with my hardware.
HP has a simple solution to this problem: negotiate a repair process, set up a single case manager with email and phone contact for any user who has this problem, and give me the details to post here. If HP wishes to do this, this website would turn into a simple “Here is what you need to do to get fixed.” Instead, HP is costing themselves tens of thousands of dollars of tech support pay, frustrating thousands of users, and setting this site up with traffic forever. I guarantee this website will still be on the web in 10 years, and HP is making a huge mistake trying to deny a manufacturing flaw.
For every comment you visitors leave, I get 10+ emails from others with the same problem. We have literally HUNDREDS of comments now, and I’ve received thousands of emails. I spend as much as 2 hours per day (with no financial compensation!), 7 days a week, communicating with people who have this problem. Why am I doing HP’s job, for no compensation, when they could fix the problem overnight. It is irresponsible, and I will go through every end to make sure that users know that HP is not there for them in the long run.
For now, please refrain from starting a class-action lawsuit. If I don’t hear anything from HP by the end of January, I will post a detailed step-by-step process to file a Pro Se lawsuit in your county court, and tell you exactly what you need to know to get results. I believe that HP would settle individual lawsuits with a new laptop or a free repair, rather than settling one big class action lawsuit where you’ll get a few dollars, and get no results.
For those who are finding some positive gain from this site and wish to send a gift to me personally, I do appreciate the few paypal’s I’ve received over the months. I’ve put in over 250 hours on this site already just communicating with all the various people, and have received in total about $30 of compensation from gifts and sponsors of this site. If you wish to send a paypal of $1 or $5, please send it to this email address:proofs@vipministry.com.
Thanks for your support!
January 16th, 2008 at 1:14 pm
Hi all and especially our blogger/administrator. DV9033CA purchased from Costco in Oct/Nov of 2006 and now the left hand side of the LCD frame is cracking up the seam. Little bits of plastic residue here and there, as well. Thanks for creating this blog - I’m sure we all would agree that it has been very helpful. I was considering a repair on my own with crazy glue but have been hesitant since this may create a permanent disassembly problem in the future should LCD repairs be required. This blog is a great way to find a solution - thanks!
January 18th, 2008 at 6:59 am
I work for a local IT company. A client just brought in an HP DV9000 with a broken hinge. In my research in trying to find a fix, I found this website and it looks like this is a huge problem.
Anyway, I was able to find hinges for the notebook for about $100 on google checkout. Replacing the hinges took a little less than an hour. So if you absolutely can’t be without a fully functional laptop and don’t want to pay HP to fix it, you could easily do it yourself. I know this is HP’s problem and they should fix it free of charge, but if don’t want to wait until they resolve this issue, you might consider fixing it yourself.
January 20th, 2008 at 7:29 pm
I purchased an HP Pavilion laptop last year and my laptop hinge just popped open on the left side. I’m trying to look around for a cheap repair job before the seam opens up even further….for now I’m just keeping my lid open all the time to prevent further damage….
January 20th, 2008 at 7:32 pm
Oh, and mine was a DV9000z laptop, very nice, aside from the frustrating hinge flaw…
January 20th, 2008 at 11:04 pm
I just found that my HP DV9035nr, purchased in October 2007 and used almost daily since then, had cracked at the lock on the left hinge. Must to my surprise, I found this site after Googling “hp pavilion 9000 broken hinge”! I am simultaneously saddened and relieved to learn that I am not alone in this problem. I will be visiting Best Buy (where I purchased the laptop) to see what they say tomorrow. I am, naturally, just past my HP Manufacturer’s warranty, and I can’t for the life of me remember if I bought an additional warranty via Best Buy.
I hope to report back with positive news on my particular case (no pun intended), and would like to be included in any mailing list/etc that the admin of this site sets up.
Best of luck to all!
January 23rd, 2008 at 11:48 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 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 24th, 2008 at 11:41 am
I also have a cracked hinge on my dv9000 which is about 7 months old. I have talked to hp they wont do anything infact they informed me that i broke it and they have not heard of this issue. Which is strange sinice pretty much everyone on this site has called them. has anyone taken hp to small claims court over this issue. if you have or know about how to go about will you please reply with some advice or how to do it.
Thanks for the help and good luck everyone
January 24th, 2008 at 4:34 pm
Purchased a DV9000 from Costco for my son to take to college. Just over a year old and the LCD panel began to fail intermittently; jiggling the hinge would usually bring it back. Costco doubles the manufacturers warranty (good to know!) so I sent it off for repair. Their repair vendor, Micro Medics, is claiming it was abused and sent back pictures of the broken left hinge. Your site was the first hit on Google.
January 25th, 2008 at 10:29 am
I have very important info regarding heat-related failures of the dv9000 series. Although mine is out of the warranty period, I’m getting it repaired for free. I also got HP to acknowledge the widespread problem and have proof of it. I’d be happy to share with the admin, but can’t figure out how to contact him….
January 27th, 2008 at 2:03 pm
The hinge on my dv9000ca gave up yesterday, just three days after the warranty expired!
I just called HP Support in Canada, and they were extremely helpful from the moment I said “left hinge”! Like with some other cases, I will be getting a prepaid shipping box and they quoted 7-9 business days for turnaround. Most importantly, there will be no charge for this service order.
Thanks to everyone else who softened up the support reps on this issue!!!
January 27th, 2008 at 4:13 pm
Any more details or hints on the repair? I’m thinking this is the way to go. I downloaded the HP DV9000 Maintenance & Service Guide and think I’ll give it a shot. Besides the hinge I think need a new bezel too, mine is cracked now.
Please post hints or picture links if you got them.
January 29th, 2008 at 2:52 pm
If you are having trouble getting HP to repair, here is the direct number to the case manager line: 1-877-917-4380 then you need to enter extension 94.
Also, remove your hard drives before you send in your computers. This is a hardware problem, no reason to risk loosing your data for this.
January 29th, 2008 at 5:54 pm
Hiya,
just wanted to say that I have exactly the same problem with my notebook. My boyfriend, who has the same model, has the problem too! We have always been very careful with our notebooks, so it’s definitely out fault… I am now sending my notebook for repair… Wish me luck
January 30th, 2008 at 6:38 pm
I called the number Joe (thanks for it!) gave yesterday - after Microcenter said my extended warranty didn’t cover it - and talked to case manager Nick today for 90 minutes.
He had not heard about hinge-failures before or this website, which I gave him.
Also, he checked on the following website to see if there was a settlement on this hinge problem:
http://www.hpnotebooksettlement.com/
Since there was nothing, I was asked to pay $100, a reduction from $298, to have it repaired. So I did.
I will get a prepaid shipping box, and turnaround of about a week.
No way I could get it for free. Very nice guy, but he wasn’t budging. He said the others who got free repair probably had contacted HP before expiration of warranty, on some similar matter.
Is this really correct? Where is the loophole that allows some case managers to enable a price of zero?
My laptop: The hinge itself is not broken, it seems, but the parts surrounding/connecting the left hinge have broken - so the plastic to the front has moved forward, kind of. I don’t dare close the lid, haven’t for two weeks - but I suppose I have to, if I am going to ship it.
February 1st, 2008 at 7:11 am
My wife’s computer (dv9207) was just less than a year old when the left hinge cracked. I checked the web, saw this site and suggested she contact HP. In the live chat the service tech was saying “send it in with $300…” I then picked up the chat and quoted this site, mentioned possible future law suits, and suggested he check with his supervisor.
When the chat continued it was a different story. I thought others might benefit from the conversation. The computer was gone less than a week and seems fine now. Also, we will likely buy the $150 extended warranty. Thank you for hosting this site.
Mark: You will be receiving a box from HP within Two Business days and you have to pack the Notebook in that box and return it to the FedEx person or can drop it at the nearest FedEx center.
Linda If you can send a 9500 chassis i will arange to have the files transferred and return the defective 9207
Linda: This computer is less than a year old and has been used carefully in a home enviroment
Mark: Unfortunately it is not possible.
Mark: The process will take 7-9 business days to complete, depends on the issue.
Linda: this will be at no charge, correct?
Mark: Yes, you are right. All expenses will be paid by HP.
Linda: Clearly there is a manufactuing defect in the 9000 series. How will this be corected?
Mark: You will be receiving a CSO number please save it for further use.
Mark: Be assured our onsite Technician will fix the issue.
Linda So if this happens again it will be repaired under warrenty?
Mark: Yes, you are right.
Mark: Your Notebook warranty will expire on 03/19/2008.
Linda: so if the repaired hinge breaks again on 03/20/08 I am out of luck?
Mark: Yes, you are right.
Mark: But I recommend you to purchase Post warranty plan.
Mark: Just to confirm are we still connected?
Linda: that does not seem like product support. An implied warranty is that the product is manufactured to work. When the design is faulty, Support soul be repacement or continous care
Mark: I understand your concern.
Linda: how much for post warrant plan
Linda: What does it cover?
Mark: Sure, I will let you know the details.
Mark: • Covers damage caused by spills, drops, falls, collisions, electrical surges or any other accident
• Repairs made within three business days
• Assistance with virus and spyware issues
• One years of award-winning service coverage
• 24 x 7 real-time chat and toll-free phone assistance
Linda: Cost?
Mark: It costs $149.99.
February 1st, 2008 at 11:54 am
Well, I just got off the phone with a rep who, after going on and on about the fact that I am 77 days out of warranty, eventually agreed to take care of the repairs for free. What he told me was that there hadn’t been any sort of “alert” issued for the DV9000 series (and DV6000?) laptops splitting at the hinge. As soon as such an alert is issued, this whole experience of getting these things fixed should be much easier.
I strongly encourage you all to call HP at the number listed above and tell them about this. Be kind and respectful and you will probably be happy with the result of your call.
The more people who call HP about this problem, especially if you let them know about this website, the sooner there will be an ‘alert’ issued allowing reps to immediately approve a free, post-warranty repair on broken hinges. This will help all of the less industrious folks out there who won’t necessarily find this site when their laptop hinge breaks.
February 5th, 2008 at 1:16 pm
I purchased my HP Pavillion DV9000 series notebook Feb 8, 2007. Just a week ago I realized it wasn’t closing and opening properly due to the very same hinge/splitting problems listed above on the left side of the casing.
I called HP yesterday and being from Canada it took some time and a couple of transfers to get my phone call to the right area, but once I finally was in the correct queue they were very helpful.
Bottom line is that right away they agreed to cover the repairs and shipping for free. I am waiting for the shipping box and prepaid sticker to arrive so that I can send it to HP. Estimated time for repair was 7-10 days once recieved at HP.
I agree with the previous post about being kind and respectful. So far I am satisfied… hopefully all goes well from here.
February 6th, 2008 at 8:10 pm
I had the same problem as everyone else. My computer was purchased in March 2007. I first contacted HP on 1/27/07 using the online chat through their website. The rep got the model # and serial # from me and informed me that they would ship a box for me to send the unit to HP. He told me that a technician would contact me to discuss costs for repairs if it was determined that the problem was from abuse. I received my empty shipping box from them on 1/30 and sent it out on 1/31. I received my computer back today (2/6). I had no problems at all. The rep claimed not to know about a problem with the hinges, but thee process went smoothly and I never actually spoke to anyone. I spent about 30 minutes on the initial chat to set everything up.
February 8th, 2008 at 6:08 am
I just talked to the hp service rep at the above number and she was great. They are sending a box today and will fix the hinge free of charge. They stated it is a known defect in manufacturing.
February 10th, 2008 at 6:16 pm
Great site. Thanks for a clear explanation.
I purchased my HP Pavilion DV9013CL notebook in Nov 2006 from Costco. I heard the infamous crack about 10 days ago. After a very frustrating chat session with HP, I took it into Best Buy and got a quote for $300+ and 3 weeks, if it was still under warranty–receipt required. So I went back to Costco (was told they will give you a receipt for anything you have ever purchased from them) and just on a lark checked in with their computer repair desk.
Great news–the tech said he’d repair it for free if I got him the parts. So now I’m googling/ebaying to try to find a back bezel, a display bezel and a left side LCD frame. Any suggestions?
February 11th, 2008 at 6:31 pm
Sorry to tell you all, but if they say there is no “alert” or official notice of the problem then you are being lied to!
There was infact an internal document circulated in late January identifying MANY heat-related issues w/ the dv9000 line. To quote my Case Manager “just about every problem a computer can have is on the list”.
I got my dv9233 which was 5 months out of warranty replaced with a 9700 configured to the same specs for FREE! Don’t settle for purchasing a warranty or paying $100 or anything less than FREE!
February 12th, 2008 at 10:11 am
thank you for the number, i will give them a call tonight.
have the same problem as all of us on here, on my dv9000.
February 12th, 2008 at 12:12 pm
Just had my dv9000 repaired for no wifi. HP replaced motherboard, lcd bezel, lcd cover, heatsink fan and hinge. All on warranty and turnaround in 4 days. My question is this: Have there been improvements in the heatsink fan NOT overheating the hinge and causing it to break or did they merely replace with new pieces that will last less than a year and require a $298.00 repair when warranty has expired?
February 12th, 2008 at 10:49 pm
Just contacted hp tech chat and asked if the fix for my hinge, bezel, etc. would last. Was it a repair with factory parts that would last less than a year or was it a true fix. The tech was evasive assuring me it would last and the problem was not a design snafu as has been identified on this forum. He would not commit to an hp fix so I have to assume my laptop is back to factory spec and as such will last less than a year before I experience the same problems. Not a reassuring thought.
February 13th, 2008 at 9:00 am
SUCCESS!!!
DV9005CA - left hinge malfunction, LCD frame broke, bezel broken. Lid doesn’t close anymore.
Laptop 15 months old, out of warranty (no extended warranty).
Called 1888HPINVENT - rude woman who insisted my laptop was 4 years old very reluctantly escalated my case. (The series was released Aug. 30, 2006… how can my laptop be 4 years old?!?!? Heck, the processor wasn’t even available before May 17, 2006) Received ticket number. *REMEMBER TO ASK FOR AND WRITE THIS DOWN*
Called the 1-877-917-4380 x94 above and gave the case manager my ticket number. THIS EXTENSION IS FOR U.S. CASE MANAGER. He gave me the extension for Canadian case managers x81.
Called 877 number again, used the right extension this time. Gave the woman my ticket number and explained the problem. She initially gave me the “you’re out of warranty” line. Once I further explained that I believe it is a design flaw due to the information I received on this website, and the number of other people who apparently have the same problem, she decided to have the repair done for free.
I’m going to be sending some $$ via PayPal to the site owner. If you get positive results and use this website, I encourage you all to do the same. Without this site, I would’ve had to buy a new laptop (it’s just not worth it to have the repair done on my own dime).
Thanks!
February 13th, 2008 at 11:16 am
Thank you, thank you, thank you!
I am convinced it was your website that not only gave me the calm resolution to work with the HP customer service people, but convinced his supervisor’s supervisor (I got India) to fix it free of charge. Had I not been armed with this information it would have been nearly impossible to accomplish. I did have to give them your website address and I think THAT made the difference.
I was still under warranty (for another 3 weeks), so I don’t know if that was a factor. But they did deny my request twice before agreeing to the free fix, originally claiming it was hardware damage and that is not covered under the warranty.
Because of this and other problems I am considering purchasing the extended warranty. Does anyone have an opinion on that? They claim it covers “accidental damage,” although we all know that is NOT what this is.
I am planning to purchase a chill pad because I am convinced it is the heat from the fan that dries out the plastic hinge. For $30 or so this sounds like something to try.
I will be sending you something thru Pay Pal for your efforts on all our behalf. Had it not been for you, I would be out PLENTY.
Thank you, thank you, thank you.
I’ll post again when I get it back fixed. They quoted me 2 or 3 days to get the box and 6 to 7 working days once they receive it until I get it back.
February 13th, 2008 at 11:18 am
Just got off the phone with Case Manager. I called the number above (1-877-917-4380 extension 94). He was very helpful. My year was up last Nov. His words were, “oh that’s just out of warranty so no problem”. When I described the problem and mentioned that it is a known defect due to heat issues, he sounded like he was looking it up and then said, “ah there it is, hinge”. So it is a known problem.
He took all my information said they are shipping out the box and said there would be no charge.
He talked about what not to include, such as the battery and asked for any OS passwords. I told him I would be removing the HD because of proprietary information, he said that would be better yet. So you do not have to include the HD.
Told I should get the box in two days and it is scheduled for a 7-9 business day return from date they receive it.
Here’s hoping.
February 14th, 2008 at 12:34 pm
http://www.pchub.com/uph/model/0–6015-1/Pavilion-dv9000-Series-parts.html
found this site for parts, but Josh, how did you get urs repaired for free? e-mail me please at oo7blue@aol.com
February 14th, 2008 at 12:40 pm
Man, I am having the same f#%$ problem, I am so happy I found this website, I will call hp today and post the outcome tomorrow!!!
February 18th, 2008 at 8:58 pm
About three weeks out of warranty, my Pavilion dv9000 broke at the left hand hinge. Actually, what breaks is where the screws that pass through the hinge are anchored to the plastic cover. It wouldn’t have taken an engineer to see that this design wasn’t going to work and it’s obvious that no testing was done.
You have to be tough with customer support. Their response was that it was too bad that I hadn’t purchased their extended warranty. When I said “OK, just send me the parts and I will fix it myself”, they wanted $300 (just for a plastic cover???), and that was before I realized that opening and closing with this break flexes a flimsy piece of metal that anchors the LCD screen to the lid, so that it also breaks (and then every time you open and close, it twists and bends the screen). You have to demand to talk to each persons boss until you get some help. Eventually though, I was passed to a case worker and everything was fixed for free. The only problem is, that it was designed by a complete moron. Now I know that if I open and close it too much, it’s just going to break again. Other than that, I really like this computer, but for $1,800 I don’t think it’s too much to expect the lid to work for more than a year. I use it mostly at home and it doesn’t get opened and closed much anyway. Real bad. I will warn everyone not to buy an HP. Too bad I didn’t know before I bought mine!!!
February 20th, 2008 at 8:37 am
UPDATE Re: Cracked Hinge
Called HP in Canada: Mon Feb 4, 2008
Rec’d Empty/Prepaid Shipping Box: Wed Feb 6, 2008
Shipped defective HP Pavillion Notebook: Wed Feb 13, 2008
Rec’d fixed HP Pavillion Notebook: Tues Feb 19, 2008
I am completely impressed with the service I have recieved from HP. I find it incredible that I was only without my notebook for 4 business days and it did not cost me a cent!
February 20th, 2008 at 2:05 pm
I just wanted to say thank you for setting up this website. Here is my story;
I purchased a DV9000 in December 2006, and like many others here have the same problem with my left hinge cracking. Yesterday (2/19) I contacted HP through their website and chatted with a nice Indian woman who offered to fix my computer for, you guessed it, $298. I said that was unacceptable, and she forwarded my info to a case manager. He called me this morning, less than 24 hours later, and after telling him what happened, they are shipping me the empty box today and will repair for free!
Like some of the other recent comments, I’m very impressed that HP responded quickly to my request and clearly has acknowledged that there is a problem. If you’re having issues, I suggest you follow the same procedure I did, I even kept this site open and used one of the chats someone typed in the comments as a reference.
February 20th, 2008 at 6:22 pm
I have a dv9005us purchsed 12/06, out of warrenty.
I also have the same problems as described on this forum. Left hinge crack near security hole.
I have talked to hp and they said they could not repair it since it was out of warranty. want to charge me $298.
They have fowarded this case to the case manager who says they will call…
Anyone else having a problem with laptops that are out of warranty?
Has the casemanager been able to waive the service charge? I don’t think it’s fair especially if it’s a design flaw.
February 21st, 2008 at 7:39 pm
Well, just wanted to report in. Thanks to this website and the wonderful people who left informational comments on it, my dv9000 notebook is scheduled to be fixed **FREE** of charge. It was purchased in early Feb 2007, and the left hinge cracked at the end of January 2008.
However, I didn’t call into support until just a few days ago. I was initially told that since I didn’t call in until after the warranty had expired (by 11 days), it wouldn’t be covered. After coming to this website, I found the 877-917-4380 ext 94 case managers’ phone number in the comments, and after speaking to one of them, I’ve gotten the notebook scheduled to be fixed free of charge.
Persistence pays off, especially when websites like this one provide you with the knowledge of how to get results!
February 27th, 2008 at 2:10 pm
Following up to an earlier post. I ended up contacting HP and had to pay $321 because Best Buy did not want to cover under the warranty. In talking with HP, they did not want to go lower than the $321 even when mentioning the website. I filed a Better Business Bureau complaint and mentioned this website on the issue and the fact that I brought my warranty at Best Buy in 2006 and they could not find it. As a settlement, Best Buy is reimbursing me for the $321 that I paid to HP and they are also mailing me a $75 gift card.
February 29th, 2008 at 7:26 am
Just got off the phone with Dave Hodges at HP (1-877-917-4380 extension 94) who was VERY helpful. We were 5 days out of warranty, but we gave him the ticket number of the live chat, explained the problem, and he’s sending a box fed ex for free repair. I did mention this site and the problem that others seem to also be experiencing, and he said that while he doesn’t see a lot of hinge problems being reported, that he acknowleges that this does sound like a manufacturing problem and that HP will cover it. He did not know if this will be a replacement of like parts and thus we should expect another failure at 1 year or not, or if they have new parts which should not suffer the same defect again. In any event, it’s going to be repaired and Dave was very nice, understood the problem, realized this was not abuse on my wifes part, and we should be getting it repaired over her spring break. Thanks for the info on the website!
February 29th, 2008 at 8:43 am
SUCESS!!
I too had the infamous hinge crack shortly after out of warrenty. Did nothing about about it, until I happened on this website.
Started process on 2/25 with email. Returned email on 2/26 informed me that it was being sent to case manager who would contact me with in 2 days. Missed the call back on 2/28, called the case manager line that Joe (#12 above gave 1-877-917-4380 x94).
Gave case manager (Jean Mourre) my Ticket#. Telling me that they will send box and repair (joking asked if I wanted to pay $895 to fix it) for free. She was very personable and gave great service. She did say the Hp is NOT admitting to a design flaw but is telling all to bring them back in to fix. Also asked how long the “fix” would be guaranteed? - said 90 days. As far as any longer she said “Who knows”
If some one tells me how to send the admin of this site, a paypal donation for setting this web site up I wll do so as soon as I get my laptop back.
March 5th, 2008 at 9:34 pm
Here is my update to post #32.
HP overnighted me an empty box on 2/21, I mailed it out to them on the 27th, the received it on the 28th and mailed it back to my on the 29th! As an added bonus the did not reformat my hard drive either! Thanks again for setting up this site, if you are having any issues I suggest you call the case manager number posted on this site, my laptop was a month out of warranty but they covered the repairs as if it were under warranty!
March 6th, 2008 at 1:26 pm
I Just got of the phone with Mikhail from the Case Manager Line (877 917 4380 ext 94) and luckily for me he was a pleasure to deal with. I think these folks are aware of the problem over there with the dv 9000’s. When i called i explained that my machine was outsided the manufactures warrenty, but still had a third party issued by Comp USA but they would not cover the problem. I then mentioned that i found this website and that it documents hundreds upon hundreds of other cases involving the same exact problem with the same exact model notebook. I gave him this web address, and he looked into it, and then immediatly saw the validity of my claim.
So, long story short, call the number, kindly explain the issue and mention this website.
Good luck to all, hopefully HP turns out to be a good company and not screw the “little guy” and absorb this defect that is clearly a flaw on they’re part.
p.s
Many thanks to the individual that started this site, and post, without it i would still be sitting here with a broken machine. I have made a small donation via paypal, and encourage everybody else who benifits from the information on this site to do the same.
Regards,
Alexander
March 6th, 2008 at 9:02 pm
Ah…so nice to find this website. Bought Pavillion dv9000 9/2007 for student PC and the left hinge popped tonight and split open the side of the display case. Bad Spring Break timing. Called HP tech support and they said not under warranty and if I sent in the machine all the data on the drive would be lost. That just won’t be happening.
Will follow up with them on the call back in “2 days.”
I’m with Marge…paypal donation not a bad idea.
Thanks!
March 7th, 2008 at 6:07 am
update on #37 from above
called HP on 2/29 - sent out shipping box that day, received shipping box on 3/3 (week end no FedEx delivery) Packed up computer (no hard drive) and shipped same day. Received REPAIRED FREE computer on 3/6.
Hinge seems a little stiff, but it’s been so long since I opened and closed it. When closed and latched, seems to be a slight opening between top and bottom, but it is secured.
I have sent a donation to this site because without them I would have a very angry husband blaming me for dropping (I of course did not) have a broken computer.
Thanks again
March 10th, 2008 at 10:44 am
Update: Had dv9000 repaired for no wifi on warranty. Hp also did bezel, hinge, heatsink fan and motherboard. Customer service called as follow-up (trying to sell extended warranty) but my question was how long will the “fix” last? She assured me that with the new motherboard and heatsink fan, there would be no overheating problems of the left hinge now. Apparently the motherboard and new fan have design changes that eliminate the overheating problem. Not a tech so am accepting what she told me. Gullible….maybe, but happy for now nonetheless.
PS Did not buy her extended warranty offer.
March 10th, 2008 at 11:04 am
Contacted HP over the weekend… Spoke with 3 Online Chat Technicians and 2 Technicians over the phone. Not surprisingly, the phone technicians were very helpful and seemingly empathetic to my frustrations. They were both very apologetic that they could not personally arrange for a free mail-in repair of my hinge crack. One lady that I spoke with told me to e-mail the CEO and I did. Additionally, I e-mailed the Board of Directors and I’m still waiting to hear back from them.
The e-mails were sent out on Saturday night.
I’ll keep everyone posted as to what feedback (if any) I receive regarding my correspondence with HP.
-Abby
March 10th, 2008 at 11:10 am
P.S. If you’re looking to submit your own correspondence to HP, the links that I used are listed below:
To e-mail HP CEO Mark Hurd, http://www.hp.com/hpinfo/execteam/email/hurd/index.html
To e-mail the HP Board of Directors, send your message to bod@hp.com
March 10th, 2008 at 11:12 am
P.S. If you’re looking to submit your own correspondence to HP, the links that I used are listed below:
To e-mail HP CEO Mark Hurd, go to
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
To e-mail the HP Board of Directors, send your message to bod@hp.com
March 11th, 2008 at 11:56 am
HP dv6000 lcd screen broke without any reason. I saw my daughter using it and she closed it up. The following day wen to use it and the screen was broken. The break goes directly to the left hinge. It is obvious it is either a design problem or a installation problem. Hp refuses to fix it and wants to charge more than I paid for the computer. Walmart refuses to accept it as a return as it was bought as a Christmas present at Thanksgiving. That is 15 days past their return policy. I guess my only option is to sue them.
March 15th, 2008 at 8:18 pm
I reported my broken LCD frame to HP and after explaining that this appeared to be a widespread problem after researching on the internet they turned me over to supervisor and then a case manager. He decided that even tho’ my Laptop was 100 days out of warranty they would fix it anyway. HP overnighted me a carton and I had my computer back in 1 week
Thanks to this site for your help.
March 16th, 2008 at 2:28 pm
I returned my HP 9207us for the hinge repair. Received it back in 8 days…I had carefully removed the Hard Drive (okay by the HP Chat rep) so I would not have it reimaged. I now find I cannot connect via wireless or ethernet port. I get a message “Cannot start HP Connections: sockets init failed” I’m thinking they may have done a new bios flash which isn’t compatible? Back to HP Service to hopefully get a solution…If anyone has an idea on what the problem might be, it would be very much appreciated! Thought I was back in business :0(
March 19th, 2008 at 2:57 pm
Hi,
sort of going against the grain with this post, but doing it to say that there is hope!
I am very suprised to see all of these outcomes, listen to my HP experiance.
I bought a refurb older style dv8000 from eritech hmm I guess it was April 2006. One day I awoke to it sitting in a puddle of water. Sherlock himself would have been stumped, as to how this happened, to this day I swear someone broke in a murdered my lappy. As an assumed exerciese in futility I RMAd it. When contacted by repair department about the moisture all I said was “I don’t know how this could have happened” and the rep assumed I meant damaged in shipping (or at least I guess, was too happy to inquire) and said it would be repaired and sent out. A little shadey on my part I know, but I did not lie, just didn’t stop him from ripping off HP for me. Now 30 days went by, and I’m a fairly huge nerd so I called every 4 or 5 days to check on the status of the repair. Apparently they couldn’t get a keyboard in to fix my old model, so around 20 days a lowbie no power rep said “I’m not suppose to say this, but after 30 days something special will happen and you will be happy” Sure enough I phoned 31 days after they recieved the book and sounding only 1/8th of my anger range, I complained about the time and mentioned what the other rep had told me. The next day a CM called and told me a dv9060us was on its way (from 900$ refurb to at the time I believe $2300 (canadian) ) …. I was exstatic. A+++++++ HP for making the customer happy (even if he doesn’t deserve it lol)
Now, the relevance. My left hinge did break, and i babied it for as long as possible until the screen would no long stand up for to use the computer and had it RMAed with a month to go on warrenty. This is my only unhappieness with HP… — > I told them my phone is VOIP (no laptop no calling me) and I would rarely even get to check my email, so i was VERY VERY VERY clear that they note that this is a common issue, and that it was NOT dropped or smacked (no scratches just hinge defect to prove) don’t think the indian fella (sorry to generalize but I can’t tell accents) understood because one month later after I enquired I was told they had been phoning and phoning and sure enough i check my email and they want 750$ to replace LCD.. I went berserk when the next day ironically the thing came back more damaged than it left as the LCD was indeed cracked (couldn’t see one but thats what the repair order later said, it didn’t work anyways)… So I called back, knowing the procedure I more or less gave the old case manager NOW!!! and I got to contact through email so I could plan my verbal strategic attack.
After a little non personalized dissappointment, followed by empathy conjuring followed by flattery in a lenghtly email I was told it would be fixed as fast as humanly possible, and I would be sent 300$ hp bucks to use as a rebate (i haven’t used them yet but i expect to see the money 2 years after when I do, better than nothing however).
I guess my point is that their system with the low people kind of sucks, but it has to so they don’t lose massive amounts of money fixing peoples stuff for free that they damaged themselves (lol, muahaha) But if you’re professionally angered and dissappointed, but still very nice and polite to the CM they have the power to do whatever they want so keep that in mind.
I will be an HP customer for life based on my experiance here, because I bet the one frustration I had would have equated to about 9 of the same with dell or whatever the equiv.
Any questions u have or if i can help you get your baby fixed with advice i have an old email that I sometimes skim through, it takes spam for me so I may miss your mail sorry but o nly way I can put it out here 20past4 ayte gmail complex
March 19th, 2008 at 3:00 pm
ADMIN, THANK YOU FOR DOING THIS SITE
PLEASE i forgot could you delete this post and add to my last huge one that if poeple have a LOUD buzzing noise coming from CPU due to throttling for the intel 9000s I know at least there is bios update to add an option that allows you to disable “CPU C4″ this takes care of that buzzing.
Thanks again, good luck being laptopless sucks, I feel you pain
March 22nd, 2008 at 6:45 am
SUCCESS!!!!
another success story here. i just rec’d my notebook back. i wouldn’t have pursued HP to fix my cracked hinges for free if it weren’t for this website, so thank you to the admin and everyone else who posted their success stories.
my laptop was 8 months out of warranty but i was still able to get it fixed free of charge. i contacted HP on 3/11 and rec’d my notebook back fixed yesterday 3/21. here is how:
1st - contact hp through the online chat service. in the first exchange between me and the online rep i explained the whole problem with the hinges, that i was out of warranty, and that i wanted the notebook fixed free of charge.
the rep will of course say they can’t do this but they will escalate the situation and someone will call you back in 48 hours. if the rep does not offer this solution to you just close the window and try again. they will take your contact information.
the important part is to ASK for a ticket number. i had a couple of reps not give me a ticket number and during the next step i was unsuccessful. once you get your ticket number from the online chat continue to next step.
2nd - do NOT wait for a call back. as soon as you get the ticket number call 877 917 4380 ext 94. you will get a case manager on the phone. give them your ticket number and a brief explanation of what the problem is. at this point i was offered a chance to buy the extended 2 year warranty and then they would fix my problem free of charge. i refused this option. i was then placed on hold. the case manager came back and told me because of my type of situation (read: hinge crack) they would fix it for free. they take your information and thats it. you will get email updates for package tracking and all that. i was without my computer for a total of 7 days.
remove your battery and hard drive before sending the notebook out to HP. the case manager actually told me that the technicians have the tendency to delete data of of hard drives.
if you would like to contact me, kennedy.james.m@gmail.com
thanks again to this site and everyone who commented.
March 22nd, 2008 at 8:03 pm
The point of a class-action suit isn’t so much to fully compensate each individual plaintiff as it is to punish the defendant. Not all of the people with HP problems is going to file an individual lawsuit … the vast majority, in fact, will not. And because most people won’t, HP’s litigation costs and penalties will be very low.
But a class-action suit has the potential for forcing HP to cough up millions of dollars–maybe not enough to make it up to every individual plaintiff, but enough to force HP to stop designing such obviously flawed computers.
Also, in every class-action suit, the individuals affected have the choice to opt-out of any settlement and retain the right to sue individually. I’m not saying this to suggest that I think a class-action is a good idea but just to counter the distinct “Lawyers suck! And are greedy!” vibe I got from the class-action post.
Do lawyers take a huge chunk of money in a settlement? Yep, they sure do. But they take it because they’re generally working on a contigent fee basis - they get paid a lot because, in class-action suits, they take a very big risk of not getting paid anything.
March 28th, 2008 at 3:26 am
I’m in UK.
Any luck for me with this? I’ve been awaiting a callback since last week!!
thanks guys!
April 2nd, 2008 at 2:28 pm
Yea……. Thanks for this site - probably one of the most useful out there for actually getting something repaired!
I followed the recommendations to get a ticket # from tech support and then immediately called the case manager line (877 917 4380 ext 94) and got approved for the free repair - the most worthwhile and painless (no yelling or raising of the voice) 30 minute telephone wait I’ve had to endure. Otherwise, it would’ve cost $300 through the tech support guy to repair if I hadn’t found this site. I’ll report back on how well hp fixed the hinge.
Besides this problem, know of any other good tips…
April 7th, 2008 at 2:13 pm
I’m not sure if this is related to the hinge crack problem, but HP sent me an e-mail admitting there is problems with most of their DV series notebooks. Check out the link for more info: http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=ca&dlc=en&docname=c01087277
April 13th, 2008 at 10:08 pm
I purchased my dv9260nr about this time last year at best buy. I have the same Problem, defective hinge. This computer has sat on a desk, and has been opened and close roughly 1 time a day. Hardly been on road trips. There have been times when i did notice it starting to heat up a fair amount a couple of months ago, then I read about this problem then so I purchased some canned air and sprayed out the fan. Haven’t notice the heat issues since, but now I am left with a broken hinge. So I will be off to trying to get this issue resolved.
1. Has HP come up with a pernament resolution for this issue?
2. Has HP redesinged the hinge or heat sink to resolve this issue, so that I and other consumers don’t have a hibitual problem every year of having a broken hinge and sending in there notebook?
April 18th, 2008 at 4:52 pm
well i called the phone number with the xt94 like everyone has been calling for the case manager and the case manager kenneth w. told me no, no, no, no, no so many freaking times it was ridiculos. he basically told me my serial number was not one of the ones that was when the problem was apparent and mine is one of the ones that was supposedly build with the so called “fix”. if anyone cann help me i would be appreciate it very much. aespeedy47 at yahoo dot com.
April 22nd, 2008 at 6:00 am
Adam, what model do you have?
Don’t give up on getting your lemon computer fixed for free. It has taken HP this long to get this far in fixing their lemon computers. As we all come together sharing information, HP is forced to admit that they have a problem.
Also HP is guilty of editing and erasing posts on their forums, to cover up information.
Wayne Sallee
Wayne@WayneSallee.com
April 29th, 2008 at 9:20 pm
I bought a HP Pavilion dv9008nr in January of 2007. I have the same hinge issue, however, mine has not broke yet. I have emailed HP, I have put this issue HP support forum as well. I have also called HP regarding this issue, but they told me that I would have to pay $298 to get it fixed. I think HP needs to own up to it’s responsibility!
May 6th, 2008 at 4:05 pm
I bought HP Pavilion Notebook dv2000t in SEPT-2007 and also bought 1 year Accidental Damage Repair Plan with it and paid $109.00 extra on it. Figure seems very low there but think when thousands of consumers pay for it. They advertised their warranty plan as “Target day for repairs 3-5 bussiness days”. My laptop stopped working on 22-April-2007. I called HP total care and shipped it to them. HP repair center received it on 25-April-2008. And they give me expected delivery date 5-May-2008 which was ok. on 5th may when i did not receive my laptop i called customer service no one tells me when i will get my laptop back. i called HP complaint numbers they assigned me Case Manager. i talked to her and she said Target day is not the actual day and i will get my laptop on 19th may. Thats almost a month. i went online and saw some similar cases where they repair and return laptop almost 1 month-2 month to most of the consumers. There are many complaints against it but no one has taken actions against it so we can have some better business services. i know its not been 2 months for me but can someone stop it and get me my laptop in time or at least HP stays on their words as they advertise. if i knew they take 2 months for almost 60% consumers i will always go for Dell laptops. This is just cheating to US consumers. No wonder HP cheats all around the world.
May 10th, 2008 at 2:16 pm
I contacted HP regarding my 9207 broken left hinge. They responded right away, sent a shipping box. They returned the repaired and cleaned notebook within a short period of time. I am very pleased with HP response to this problem.
Not only did they resolved the issue promptly, but they ere very professional about it as well.
I still am loath to use Vista and I resent the fact that the manufactures refuse to support their [ no so ] old products on a Vista platform; esp. scanners and etc.
May 12th, 2008 at 11:50 am
So I was shocked to see that there was an epidemic regarding the same hinge problem I have been facing since buying my Pavillion dv9000 in October 2006. At that time HP was attentive, and fixed the problem. Two weeks ago the same thing happened to the point of parts of the hinge breaking off (just by opening the laptop) and I went to Circuit City where I bought it and they washed their hands of it. Keep in mind I specifically paid $390 for an extended warranty (the laptop was $1300) and they told me that all I did was extend the LIMITED WARRANTY for 4 years even though on the day I purchased it in October 2006 they assured me it would cover EVERYTHING. So Circuity City labeled this damage as accidental claiming I must have dropped it and said they wouldnt cover it. I called their corporate headquarters and they said they had heard of a problem with these laptops and HP would surely fix it again.
After being routed to India a very rude customer service professional refused to do anything for me, told me that he was tired of getting calls putting blame on HP products and if I wanted it fixed it would cost $298 and take 3-4 weeks. When I asked to speak with a supervisor he told me no one would be able to help me further. When I told him that was unacceptable he actually hung up on me ( I called from my office with the speaker phone on and a colleague was witness to this).
I AM SO OUTRAGED. Now that I know this has affected thousands of Americans, and presumably international consumers I am going to go after them. I am based out of San Diego and we have a local news guy that goes after companies for things like this. If any of you would like to contact me with similar issues please email me at acsfromsd@hotmail.com
May 25th, 2008 at 8:30 pm
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 be responsible 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 heat issue because the hinge area and touch pad extremely hot with temperature up to 80.
call HP for compensations.
May 27th, 2008 at 7:56 pm
I bought my dv9000 laptop from Comp USA with an extended platinum warranty of 2 years in Oct 2006 which cost me an extra 300-400 dollars. They told me in so many words that I could basically kick in the screen and if they couldn’t fix the problem no matter what they would replace it for free with this warranty. Well within 4 months of buying it 2 major operating problems occurred where I couldn’t even start my computer and they did fix it after I had brought it in even though it took them 3 times longer than quoted. It’s now end of May of 2008 and I am having the same hinge problem where the left side has completely came apart and i can see the complete inside parts of the screen. My worry is that there will be further damage if I continue to use it not to mention it looks horrible and I can’t close it so it’s impossible for me to travel with it. So comp USA closed down all its stores and the company who bought them out cant find my warranty information. Also HP when I called them says there is a recall on my laptop but only for hard drive and wireless malfunctions. They say any cosmetic problems will not be honored by the recall and that it would cost me 300$-400$ to fix! So I’m really pissed about this. What should I do please help.
June 2nd, 2008 at 4:23 am
This website is awesome, and absolutely some hillarious and helpful info on my exact problem. My biggest mistake was going to hp.com first, and not doing a search on the web first. I am having the hinge problem and here is a copy of my text verbatim with the online chat idiot below. This exchange, although seemingly inefectual and stupid took about 1 hour. I then found your website dude, and think you ROCK!!! I am going to record my conversation with whatever goof ball manager calls me withing the next 48 hours, and I’ll comeback and post reults… Thanks for the time, and I’ll get you to help me file the suit after I give them a chance to call me…… Here’s the text from tech support - 06-01-08 starting at around 4:45am until around 6am….:::
incenzo: How are you doing today?
Chuck Gautier: fine, thanks. Laptop hinge on side where lock is (left) is causing problems.
Vincenzo: I will assist you in this issue.
Vincenzo: To better assist you, 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.
Chuck Gautier: dv9005 Pavillion
Chuck Gautier: standby for serial…
Chuck Gautier: cnf6381qkf
Vincenzo: Thank you for confirming the information.
Vincenzo: May I have few minitues of your time while I get the information for you?
Chuck Gautier: oops…cnf638QYK
Vincenzo: Okay.
Chuck Gautier: CNF6381QY.. sorry again…
Vincenzo: No need to worry.
Chuck Gautier: Aaah! CNF6381QYK….okay…
Chuck Gautier: get that last one?
Vincenzo: I am with you.
Vincenzo: Chuck, I have checked the warranty details of the Notebook, I am afaraid to say that the Notebook is out of warranty.
Vincenzo: So to isolate the issue you need to send the Notebook for paid mail in repair service
Chuck Gautier: Yes, I know…I am looking online for info on what is wrong.
Vincenzo: It will cost for you:$298.
Vincenzo: I can understand the situation.
Chuck Gautier: Is there not anything online I can find that explains why the lock/hinge is malfunctioning?
Vincenzo: Chuck, in this issue there are two options with us.
Vincenzo: The first thing is sending the Notebook for paid mail in repair service.
Vincenzo: The second thing is case is escalated to the case managter.
Vincenzo: Manager*.
Vincenzo: Sorry for the typo.
Vincenzo: Let me know that id you want to tald with the case manager regarding the issue I am glad to arrange the call.
Vincenzo: Shal I?
Vincenzo: Are we connected?
Chuck Gautier: The problem is not serious enough to send in.. I just can’t find any info- I suppose yes, please allow me to speak with manager.
Vincenzo: Okay.
Chuck Gautier: Thanks, Vincenzo…
Vincenzo: I am glad to arrange the call
Chuck Gautier: Will this be a chat online, or a phone conversation?
Vincenzo: As this is the chat suopport.
Vincenzo: We cannot arrange instant calls.
Chuck Gautier: yes, thanks, standing by…
Vincenzo: Please provide me the information mentioned above./’
Chuck Gautier: Which info above?
Vincenzo: 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):
Chuck Gautier: Vincenzo, I am not shipping this laptop. I thought you were going to let me chat with manager?
Chuck Gautier: * Name: Chuck Gautier
* Organization:
* Mailing Address (No P.O. Boxes): xxx Pinewood Lane
* Apartment/Building/Mailstop:
* City: Ridgeland
* State/Province:MS
* Zip/Postal Code: 39157
* Country: USA
* Phone Number (including area code):601-xxx-xxx
Vincenzo: .
Vincenzo: Sorry for the delay in response.
Vincenzo: Are we connected?
Chuck Gautier: I am here.
Vincenzo: You will recive the call with in 48 hours.
Chuck Gautier: thanks.
Chuck Gautier: signing off.
June 2nd, 2008 at 7:01 am
I just contacted HP through the online chat service and was prepared to have a long ugly ordeal but was pleasantly surprised with a wonderful customer service rep “Vaughn” who told me HP is doing something called a “One Time Enhancement Service” which covers my problem (horrible left hinge crack going through the screen casing) free of charge. He immediately said they are aware of this issue, and there are a few select models covered under this service (mine, dv9310us, is one of them.) He told me turn around time is 7-9 days so hopefully it won’t take too long either! They’re sending a shipping box to me so this repair will be completely free of charge. I was going to have my husband do the hingefix.com repair but I’m so glad I tried HP first. Hopefully the remainder of this process will go smoothly as well. I wish everyone luck, I know many people are struggling with this but it’s a good sign that HP now has a “program” to deal with it!
June 3rd, 2008 at 9:17 am
Calling the 8779174380-94 number with out going through the hp invent number for out of warenty repairs hit a brick wall for me they refered me to the front line folks.
doc
June 7th, 2008 at 10:13 pm
Hi
Im just wondering if anyone has tried publicising this through computer magazines that sometimes take up issues like this?
I though some humorous sarcastic letters to hundreds of magazines might provoke more response than legal action as bad publicity is sometimes worth more than a few $.
I note the ‘program’ that Amy above says they now have and I will report back if they confirm or deny its existance to me.
I have 2 dv9000 machines that both watied till the 13th month to show the fault
Thanks for the website.
Dan V
June 19th, 2008 at 10:53 am
Unfortunately my zv6000 was denied free out-of-warrany repair.
I guess I opened the lid too many times… Next laptop will NOT be an HP!
-chris
June 24th, 2008 at 9:37 pm
Here we go…
Well, this is my first post here. A few months ago my Wireless card took a crap. I suprised to see that this common problem was not mentioned more here. I did my research and found that after trying the BIOS upgrade, my machine needs the “send it in and we’ll fix it at no charge” repair. Fast forward to a few days ago, and I come home to the computer (that was sitting on my desk, running all day downloading a Torrent, and the dreaded left hinge crack appeared. I first blamed my room mate untill I realized that the plastic falling from inside was extremely brittle, then I found this page. (Big props on the info here guys, I’ll be sending some $$ too when this is all over). I called the 877 number from above and spoke to a gentleman with a strong Indian accent who is sending me packaging via FedEx to send it in for the Wireless repair. I expressed my concern for the hinge and he told me that it would not be able to be given to me for free at this point, but the Technician repairing the Wireless would call me and that my conversation was noted for them to call. So, the box sould be here tomorrow, and I’ll be awaiting a call which I expect to either 1: go smoothly and they’ll say it’s common and free or 2: I’ll have to work my way through case managers untill it is free just as everyone else is getting. My only concern is that I’m about 3 months outside warranty. I’ll keep you posted…
Thank you,
Snowman
June 25th, 2008 at 9:11 am
Thank you for this site! My laptop was about 1 1/2 years old when the hinge cracked. I had purchased it from Costco, which gave me an “extended warranty” of an extra year. Since it was not malfunctioning, I waited a few weeks to send it in. In the meantime, one day it shut down on it’s own and would not turn back on no matter what I tried. Sent it in to Costco - through MicroMedics - and just received it back. Hinge it repaired and it turns on, but still has lots of issues. I am sending it back to Micro Medics today. In addition to my disappointment with the HP hinge issue, I was also extremely disappointed to learn that Costco’s “extended warranty” did not extend the warranty with HP as it implies, but meant that my repairs would be done through Micro Medics instead. I will complain formally to Costco as I feel that this is very deceptive. Has anyone else dealt with this “extended warranty” issue with Costco? If you have please email me at volpe6561@embarqmail.com. Thanks
June 25th, 2008 at 10:39 am
Hey Chuck, did you ever get your phone call?
My problems besides the obvious hinge issue are:
HP techs don’t listen.
HP techs (most of them) do not have fluent English speaking skills.
HP techs are not enabled to solve these problems.
Here is my chat text as well:
Adonis: Hello Jay.
Adonis: Welcome to HP Total Care. My name is Adonis. How may I assist you today?
Jay Noggle: I need to find where I can get a set of replacement hinges for my laptop?
Jay Noggle: they no longer hold up the screen properly
Adonis: I will be glad to assist you with this.
Jay Noggle: great
Adonis: I understand that the Notebook hinges are broken,am I right?
Jay Noggle: correct
Adonis: Thank you for confirming.
Adonis: I will help you with this.
Jay Noggle: the laptop functions fine but the screen no longer has any support to stay up
Jay Noggle: I checked with a local repair shop today that said they could replace them if i order them
Adonis: May I have 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.
Jay Noggle: ZV6130us
Jay Noggle: one moment on the serial
Jay Noggle: CND5330G7H
Adonis: Please provide the product number of the Notebook.
Adonis: This will be of seven digits.
Adonis: like xxxxxxx#xxx
Jay Noggle: EC356UA#ABA
Adonis: Thank you for the information provided.
Adonis: Jay, I regret to inform that the Notebook is not covered under warranty and so I cannot arrange a free mailin repair for your Notebook.
Adonis: However, I can arrange a paid mailin repair for your Notebook.
Jay Noggle: correct.
Adonis: Shall I provide the details?
Jay Noggle: no!
Jay Noggle: not mail in
Jay Noggle: I need the part only!!!!
Jay Noggle: can you provide that info?
Adonis: Jay, I recommended the mailin service as the hinges are not avaialable to replace, you need to send the Notebook for mailin so that we will replace them.
Jay Noggle: no way, not an option, I need to speek to a supervisor
Jay Noggle: are you there?
Adonis: Yes, I am with you.
Jay Noggle: I need to speak to a supervisor
Adonis: Please give me two minutes, I am checking the part number for HInges.
Jay Noggle: much better
Adonis: Yes, I am with you.
Adonis: I was checking the information for you.
Adonis: Jay, I have contacted my supervisor and as there is no known issue of hinges with your notebook model, and notebook is out of warranty, notebook repair will be charged.
Jay Noggle: I NEED A PART NUMBER PLEASE!!!!
Adonis: Let me check that for you.
Adonis: Please stay with me for 2 minutes.
Adonis: Thank you for your time and patience.
Adonis: Jay, I have checked and I regret to inform that for your notebook, hinges do not have specific part # assigned by HP. However, I can provide a link from where you can purchase notebook hinges and also I will provide manual that should be helpful for your reference in replacing hinges.
Adonis: Here is the link to download your notebook manual:
Adonis: http://h10032.www1.hp.com/ctg/Manual/c00364919.pdf
Adonis: Please copy the entire URL and paste it in a new window of Internet Explorer. Then open the link from there.
Adonis: Please refer to page # 123 of 221
Adonis: And here is the link from where you can purchase hinges:
Adonis: http://cgi.ebay.com/HP-Pavilion-ZV5000-ZV6000-laptop-LCD-widescreen-hinges_W0QQitemZ200232630139QQihZ010QQcategoryZ31569QQssPageNameZWDVWQQrdZ1QQcmdZViewItem
Adonis: NOTE: The weblink(s) above will take you to a non-HP Website(s). HP does not control and is not responsible for information outside of the HP Website.
Jay Noggle: I have that already
Jay Noggle: thank you
Adonis: You are welcome.
Jay Noggle: good by
Adonis: In case you are uncomfortable replacing hinges, I suggest you send notebook to HP or contact local service center.
Adonis: Is there anything else I can assist you with today?
Jay Noggle: no
Agents are available 24 hours a day, 7 days a week. Please dial 800-474-6836 (800-HPINVENT).
June 25th, 2008 at 4:39 pm
I have a dv9013 HP laptop I purchased at Costco in 01/2007. I did use it frequently for about 5 months as I was moving and my desktop was in storage. In June of 2007 I attempted to use it and there was no current supplied via the ac adapter so it was useless. It was within warranty so HP sent me a FedEx box and promptly fixed it. Thereafter, I used it from time to time, but most of the time it was unused on a desk in an upstairs room. In June 2008 I retrieved it to get some info from a file and there was nothing appearing on the LCD monitor when the unit was turned on. All the lights relating to the DVD option were lit, but nothing on the screen- it was totally black. I called HP and the lady rep advised me it was out of warranty and to fix it would be $350 for the hard drive–$400 if they fixed it at HP. I told her that it had been fixed once before and they obviously did not not do a thorough job as it was still defective. She responded with a “too bad but not within warranty.” She offered me alternatives: a new computer at $600 saying that it would be custom built and better than those sold at Costco as they (Costco HP’s) were not on a par with the made-to-order types. I have a 17″ screen on my broken one and advised her I liked the big screen. The second option she was offering was a bigger version having a 17″ screen which would be about $900. I said I would have to think and she said she would have someone call the following Monday. (They never did.) I asked her if she received a commission on the computer(s) she offered me if I were to buy she and said she did not. In the overall scheme of things, I have not used the computer a lot. That may be the reason my left hinge hasn’t split. I was not happy with HP but didn’t know where to turn. I decided to look on the web to see if there were some sites that might explain why I did not have a lit screen. I thus came upon “Notebook hinge crack” website. Most of the comments did not apply to me as I did not have the defect in question, i.e. the hinge and cracks in the chassis. However one recent e-mail on this web site (par. 55. thanks Mike) had the address: http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=ca&dlc=en&docname=c01087277 which I decided to look up. What a site it proved to be and I am grateful for the information. If you are having a problem of any kind with an HP or Compaq it is worth a look. It relates to a Limited Warranty Enhancement program where they acknowledge that many of the notebook series have problems and if you meet the criteria, HP will provide a free repair. On the repaired item, HP gives a warranty of 24 months from the date the initial warranty commenced or 90 days from the receipt of the repaired laptop-whichever is longer. On the site HP lists the criteria to determine eligibility in steps. First you identify the notebook series. Under dv90xx I found my product number which meant that it was elegible if the symptoms were present in the unit. Step 2 you identify the symptoms based upon a list of symptoms they present. It was interesting as I found listed exactly what my problem is: (does not detect wireless network and no video on the LCD panel or external monitor). The other symptoms set forth are ones I had experienced before when I sent off the computer to HP the first time; they are - no power or active LEDs; notebook does not start; the battery charge indicator light does not turn on when battery is charging when the AC adapter is connected. I printed this out and called the U.S. number given in the printout 1- 866-671-7362 (from 6 am to 11 pm MST). The rep was obviously in India and despite a bad connection and attempting to explain who I was (he could not find a record of me) I explained the reason for my call and specifically stated I was calling pursuant to HP’s Limited Warranty Service Enhancement program. There was really no problem thereafter. I received a case number and service ticket number. I am waiting my box from Fedex to ship out the laptop. Your web site has been terrific. A disturbing fact is that when I called HP initially for help with the dead screen in June of 2008 I gave the rep the product and serial numbers and she could have told me right there that I was eligible for the limited warranty program. Instead I got a sales pitch to spend anywhere from $350 to $900 + . Hope this helps others.
June 27th, 2008 at 1:19 pm
Yep Chris, I too opened my zv5000 too many times! I have chatted online, and talked to some other dope and the line is “out of warranty” so pay $298.00. This isn’t just a dv series problem. My computer goes nowhere, but it is used and I do close the lid when I turn it off. Oops, maybe I should have left it open??? Or better yet, attached another monitor and left it closed all of the time! It is patently absurd that HP would not stand behind this key part of the notebook casing regardless of warranty expiration. I know this, I won’t buy HP again.
June 30th, 2008 at 4:59 pm
As an update to my March 6, 2008 entry: Never heard back from HP on my open ticket number.
Decided to go with www.pcservice.com
Needed to replace the hinges and unfortunately the display case for about $300 in parts and $150 in labor.
Out and back in an airmail shipper box, insured, and did not have to worry about removing the drives etc….
They have so many hinge replacements they have the parts in stock, fixed pricing, and you work with people, not automated phone systems.
We’ll see how the job holds up. So far this summer, works great.
July 3rd, 2008 at 4:16 pm
I love my DV6000 I use it for tons of design, the only problem that i have had with it is the stupid charger tip but that was easily taken care of with a new one & the hinges, the only place i have found them was ebay for ~$20 shipped for non oem.
July 8th, 2008 at 7:02 am
BEWARE WHEN SENDING YOUR COMPUTER IN TO HP!!!! I left a sunny optimistic post on this site back when I thought things were going to be taken care of properly. Boy was I wrong.
I was told I would have a free hinge fix because my computer was still in warranty. Once the computer got there, HP changed their story and sent it back with the lcd panel cracked completely off! I spoke with my case manager who told me to send it back for a free fix… 3 weeks later I called to see what was going on and he said they took it apart and found some internal damage so they cannot touch it legally because the computer may someday “spark and start on fire, and HP would be liable” I am going to file a claim against HP when I get my box of computer parts back. My computer was less than a year old, and was working just fine when I sent it in, except for the hinge problem which was obviously not my fault.
July 11th, 2008 at 7:41 am
Stephany: In this regards you can contact the nearest service center or you can send the notebook for mail in service.
John: Please check the link I provided above. This is clearly a design flaw, as it seams like thousands of other people have experienced the same problem…
Stephany: I can understand your concern.
Stephany: Johnny, the information you have provided is right, but its not for all model in this series.
Stephany: I don’t mean to rush you, Are we still connected online?
John: Are you suggesting that this design flaw not applicable to my computer? Does HP recognize that it is in fact a design flaw..?
John: It shouldn’t be a warranty issue in my opinion…
Stephany: I can really understand your concern.
Stephany: Let me explain you in this regards.
John: Ok, so HP recognizes that it is a design flaw, but still wants me to go and pay for the repair…?
Stephany: As I have mentioned earlier, whenever there is an issue from our end, we always recall and setup the free mail in service for the Notebook
John: Ok, will the cost of repair be covered by HP then…?
Stephany: I am sorry to inform you that the issue is not with your notebook.
Stephany: So we cannot arrange a free mail in service.
John: http://www.notebookhingecrack.com/
John: This website is specifically set up for the dv6000 and dv9000 notebooks. What models are you referring to..?
Stephany: I do understand your concern, but as the notebook is out of warranty we cannot arrange a free mail in service.
Stephany: I am sorry that you will be charged for this issue.
John: when the issue is in fact a design flaw, it should be covered under a company recall. From a customer standpoint it isn’t a warranty issue…
Stephany: I can understand your concern.
Stephany: Johnny, in this case I will escalate the case to my case manager.
John: Thanks, I appreciate it..!!!
Stephany: Please complete the information below so we can process your request.
Stephany: May I know the good time to call you.
John: Anytime today.
Stephany: John, you will be receiving a call from our case manager, so it takes 24 to 48 business days.
Stephany: So please let me know the time to call you.
John: I will be out of town from this coming Sunday. I won’t be back until the last week of August. Please use the email if you’re unable to call today.
Stephany: Okay.
Stephany: May I know the operating system of your notebook?
John: windows XP
Stephany: Thank you for the information.
John: Seems like I will need a new notebook for the trip. Do you know if the hinge problem has been rectified on the newer models…?
Stephany: Yes it was rectified.
Stephany: Is there anything else I can assist you with today?
John: I guess I’ll have to wait for the case manager to contact me then…?
Stephany: Ya sure.
Stephany: 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.
John: OK, thanks…
July 13th, 2008 at 10:16 pm
I have been fighting with HP over this issue. I have DV9535 NR. Every other person I talked to kept saying it was my fault it was broke. They kept saying it was the screen and I kept trying to tell them no it was the housing that holds the screen. Told me it would be 698 to fix. I dont know about yall but with the price of gas and already paying 1700 for this stupid thing I am not about to pay more money. A friend was going to fix it if I could ever find out what the thing was called. Yeah I know I dont know much about this thing just how to run it. Spoke with Norris who was wonderful. Didn’t keep saying sorry. So below is what he and I talked about. My concern is I cant close this without cracking the lip case anymore. I will figure out how to do that. I will get back on here when I get this back and let you know how it all goes. I think something should be done with HP and this issue. Also I will call the number above to let them know. I use this for school and I cant even take it to school so I have had to write it all down….LOL check back when I get it back…
Norris: Do you mean the screen ?
patricia smith: the screen is fine it is what holds the screen and allows you to close the laptop
Norris: Are you refferring the metal hinges of the Notebook where the Notebook hold the screen?
patricia smith: yes\
Norris: Thank you for the information.
Norris: To further assist you, may I have the Serial (eg: CNS34915MC), Product (eg:DS542U) and Model Number (eg:Pavilion zt3000) of the Notebook?
Norris: You can find them on the white service tag located at the bottom of the Notebook.
patricia smith: cnf7271qgk ga339ua#aba
Norris: Thank you for the information.
Norris: Could I have a few minutes of your time while I search the information for you?
patricia smith: yes
Norris: Thank you for your time.
Norris: Let me explain.
Norris: As your Notebook is in warranty, I can arrange the mail in repair for free of cost for Hinges issue only.
Norris: Can I proceed?
patricia smith: yes
Norris: Sure.
Norris: The crack screen isuse will not cover in the free mail in repair
Norris: Let me explain about the process.
patricia smith: but i have been told several times it was physical damage and was not covered. i talked to several people as this was the second hp computer to do this. no my screen is not cracked
Norris: Please let me know are talking about the metal hinges which has attached on the Notebook.
patricia smith: yes in which holds the screen in
patricia smith: and allows you to close the laptop
Norris: Thank you for the information.
Norris: Yes Patricia.
Norris: Could I have a few minutes of your time while I go through the previous correspondence?
patricia smith: yes
Norris: Thank you for your time.
Norris: I will arrage the mail in reoair with free of cost.
Norris: Let me explain about the process.
patricia smith: can you tell me how long that would take
Norris: A box with the required packaging material, packaging instructions, carrier contact information and a pre-paid shipping label will be delivered to you in 1 to 2 business days.
Once you have received these materials and have packaged your product, you will need to contact the carrier to schedule a pick-up.
Your repair service has an estimated turn around time of 3 to 5 business days from when we receive your product at our repair center.
Norris: It will take 7 to 9 buiness days.
patricia smith: ok next question
patricia smith: i can not shut the laptop
patricia smith: without damaging the case
Norris: I will update the repair with above isuses
Norris: Please provide me the US shipping information and the phone numbers to call you.
* Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code and Time Zone):
* Alternative phone number:(if any)
Norris: Thank you for the information.
Norris: I will arrange the mail in repair, you will receive the mail in box within 2 business days.
Norris: Is there anything else I can assist you with today?
patricia smith: no but i want to thank you sooooooo much for alll your help. you have done more than anyone i talked too
Norris: Thank you.
patricia smith: thats all i needed
Norris: It is my responsiblity Patricia.
Norris: 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.
Norris: You may receive an e-mail survey regarding your chat support experience. We would appreciate your feedback.
Norris: Bye.
Norris: Have a nice day.
July 14th, 2008 at 2:36 pm
June 25th update!
After loosing several ebay auctions in trying to locate replacement hinges for my ZV6130us, I happened to see another post on this site that said he had purchased hinges on ebay and his repair lasted 30 DAYS!!!!!!
I decided to keep my money and not encourage the ebay “profiteers”! These hinges are selling for 2 to 3 times what my local repair shop says they SHOULD be available for!
I REFUSED to send my laptop in to HP for replacement even though they offered to do it for “free”, as this is a work machine and I cannot be without it for the timeframe.
I will replace this machine most likely with an Acer and never buy HP products again.
All we can do is vote with our consumer dollars.
I also sent this site to www.stumbleupon.com. I hope it helps.
This process has taken three weeks of many hours of my time. I will NOT quickly forget this HP experience.
July 15th, 2008 at 10:58 pm
i have purchased a hp pavilion dv9207us at compUsa in march of 07 and my left hinge has cracked. The plastic frame around the monitor is all cracked and screwed up. i really wish hp will issue a recall so that i can get the problem fixed. if your warranty is out, their customer support is crap that will bring you in circles. its rediculous that you cannot extend your warranty while it is out of factory warranty-WHAT DIFFERENCE DOES IT MAKE???!!
Now i cannot even shut the notebook at all- cant even bend it a bit without distorting the pixels on the screen. i am very dissapointed with HP and their cheap notebooks. never again will i buy an hp notebook.
July 18th, 2008 at 7:02 am
I called and they said it was normal wear and tear and refused to do anything. I have another Hp that is under a lawsuit for a faulty motherboard/video card issue….great two broke HP17″ laptops. NEVER again will I buy anything made by HP…what a bunch of crap. a less than 2 year old computer with broke hinges and that’s “normal”.
July 18th, 2008 at 7:45 am
Ok….followup on the previous post!!!
I forgot to get the ladies name who said no, so I called back and got “Joe”. Told him I called before and I needed a reference number or name from my last call since I forgot to ask. He “looked into it” and got my info, then put me on hold. He came back and confirmed my address and said they would be shipping me a box for the laptop to be shipped back to them.
He was very nice and professional. Just as I asked the first lady it seems some get and some don’t on my second call the guy was great and they are going to fix my laptop.
Also, my model is a DV8000….same problems as the 9000. I’ll post a follow-up.
July 22nd, 2008 at 9:46 pm
To Ray Says,
What did they charge for hinge repair and how long to get it fixd
\Thanks
July 24th, 2008 at 12:24 pm
zv 6000
Hinges popped x2 …. Just got off phone with HP rep in live chat. Claims she spoke to supervisor, same story, HP claims it is not a defect and is a hardware issue. I suppose a hardware issue must nt be able to be related to a defect…. Two options provided, send in to HP and will cost just under $300, no mention of shipping or, go to local service repair center. I chose case management, as rep referred to, escalate the situation…. I am a student and not able to afford repair. I commented somewht that, my fellow students will be asking many questions when the screen of my shiny ~$1400 computer screen soes not hold itself up. I did not call it a defect, however, but an unexpected issue that has occurred with a very expensive unit from a company I had considered to make quality products.
July 31st, 2008 at 12:48 am
Follow-up…on my follow-up.
I got my box on Monday and shipped my computer back on Tuesday…received it back on Friday! Basically everything casing wise has been replaced…the computer looks like a brand new one. I moved the spare hard drive to the primary spot and left them a note to format as needed, hard drive came back newly formatted and I have been copying stuff over. (which is exactly why I bought htis laptop that has 2 hard drives).
I am very impressed with HP on this…while again if you read my other post I was denied, I simply called back, asked for the name of the previous rep and case number the next rep sent me the box no questions asked.
My suggestion is do the online chat…get the case numbers and then call. If the 1st case worker fails to help you then say thanks and hang up…I dealt with Mrs. “no” the first time…remember.
Then call back and ask for the previous case number and case worker information for you recored…that did the trick for me.
Bottom line is they tried to say this is normal wear…not true at all.
August 7th, 2008 at 9:24 am
Ok I got my laptop back. The hinge was fixed they even replaced the the lcd screen and my system board. Well now the battery won’t charge. I have been dealing with a case worker she extended my warranty and once again i have to send my computer back in to be repaired. will let you know when i know more.
August 11th, 2008 at 1:13 pm
I just called and spent 55minutes on hold with 3 different phillipeano supervistors before i had any help. Luckily i read this site and refused to give up. I got transfered to a case worker in the mid west, and he was down to fix it from the getgo. He even offered to fix my other hardware issues, as well as loose mouse button. The best part about it, was my laptop is 42 days out of warraty, and its refurbished!!!! this site owns. All and all when the call was completed i had spent hour and 44 minutes, on the phone. I did get good service when i finally spoke to the case manager.
August 13th, 2008 at 11:26 pm
Hey Guys! Thanks soooooo freaking much for this site!!! I’m calling the Case manager tomorrow!!! I’ll let you know what happens!!
August 14th, 2008 at 2:45 pm
Well, I called in and spoke to Melissa who was very helpful and right away set up the prepaid box to have my laptop fixed FREE OF CHARGE!!! I’ll
August 14th, 2008 at 2:45 pm
***post again when It arrives
August 15th, 2008 at 4:51 pm
well i called up and got the exact same bit. 298 to fix, i said well look this isnt my fault its poor design. she kept telling me how it is my fault and they will only consider this customer damage. she said they cannot repair this for free because of the fact that an unauthorized website people post that they have the same problem and got theirs repaired for free out of warranty.
so i then said but it is a design flaw and not customer damage, since the exact same thing has happened over and over to others, enough that hundreds of people have made a website about it. and she wouldnt budge. when i asked to speak to someone higher she said that she was the senior case manager, which i do not believe at all.
after about 20 mins i asked her for her name and number. she told me her name was Janine Gabriel at 1 877 917 4380 ext 94. i will be calling back for at least the next week. i will be contacting the better business bureau as well as sending the Connecticut attorney general this information.
if anyone has a number they used that actually posted positive results please post it here
August 18th, 2008 at 7:06 am
My son received an HP dv9205 for graduation in June 2007. The computer, as a rule, has not been “traveling” with him to classes, etc. May be closed once a week if that. Last week when he tilted the screen to change the lighting, it cracked. Now we can’t open or close the screen and the casing is split all up the left side. I called HP and was quoted the price of $298+. I have always liked my HP…I have desktops, printers, etc. But won’t be buying HP anymore. They wouldn’t budge on a “cosmetic” repair.
I’m sorry, but this aggravates me very much. The manager I talked to, Paul…said that if they found that it was a defect, they would issue a recall and refund the $298, but this is the FIRST time he’d heard of this problem. Yeah, right!
So, I hope you are all logging your complaints with HP even though you’re not paying the $298. Maybe they’ll get around to ordering a recall!
August 22nd, 2008 at 11:58 am
Spoke to three (3) different chat technicians who all admitted the hinge problem and said HP would fix for free. I was also told a case manager would call me within 48 hours. Well, never got a call from a case manager, but finally a chat technician gave me a number to call. It was their regualar HP support number. I called and got the run-around, they said it would cost me $298 to repair. Asked for a supervisor who amazingly sounded just like the person I was originally talking to. When I asked for her name and badge number she provided me a phone number for headquarters: 877 917 4380 ext 94.
I called it, gave them my “801″ number from the initial chat. She said they were aware of the problem and that some case managers would fix it, others would blame it on the customer (stating the customer opened/closed the laptop from the side thereby weakening the hinge themselves). So, if they ask, you always open/close from the middle. Anyway, she took all my information said a box would be sent and it would take 7-10 days for the repair. FREE. She also advised to remove the battery, hard drive, and Quickplay remote prior to sending the computer in for repair. She said it is policy that they run a diagnostics on the laptop when it comes in and if something shows up they automatically format your hard drive, plus they can lose your battery or remotes. VERY HELPFUL!
We’ll see what happens from this point forward. I am not holding my breathe. I will probably get back a broken laptop that belonged to someone else or mine will be damaged beyond repair. I took photographs of the interior and exterior prior to shipping just in case…..
August 25th, 2008 at 8:02 am
I called in to the lower level tech support and explained the situation with my hinge. The first technician was sympathetic; however she said that she could not help. Then I asked to speak to her supervisor who said “I know for a fact that HP has never fixed a laptop with this problem for free out of warrantee.” After refering to this website he said that he understood the problem, but was not authorized to fix it for free. He then offered to escalate it to the 3rd tier (American) tech support, who would call me the next day. Surprisingly, they called first thing in the morning and immidiately knew the issue. The case manager said that hp had acknowledged the issue, knew which models were affected, and would fix the problem free of charge. I am now waiting to get my laptop fixed, and will post the results when I get it back!
I fully agree with the admin about the whole lawsuit thing, there is NO need for it and it will not help anyone.
August 28th, 2008 at 12:32 am
For those who have been told they have not fixed any for free they are LYING. I got mine fixed and I’m using it right now. I suggest calling back, getting another manager and do as I done…tell them you need the information to followup. They are fixing them and they are aware of the problem, I just don’t understand how 1 company can have people giving out so many different stories…
September 8th, 2008 at 7:35 am
Hi, I just went through the same ordeal as most of you all have;
Chat: No recourse; asked for $298 and irritatingly repeating that “HP would not fix it for free”…
Called the 877… x94 number, got a pitbull on the phone, said that they cannot respond for what is written on “outside” websites. She kept interrupting to get her message accross that there would be no repair without charge.
I am through talking with HP; There is no sense in asking as it appears they have made up their mind about it: IT’S ALL OUR FAULT (for buying HP, i guess)….
So I took matters in my own hands; went on E_BAY and BOUGHT a set of HINGES for $50. Will fix it myself, and WILL SUE HP at a local court. I Suggest that EVERYONE does the same; maybe HP will learn to respect their consumers and their legitimate complaints. I am really irritated by it, as if you couldn’t tell.
Good luck everyone,
M
September 8th, 2008 at 5:05 pm
I just NEVER again buy HP laptop, and I told the story about my problem to all people who considers buying a laptop.
September 9th, 2008 at 12:12 am
Ok I have my laptop back. The hindge was fixed FREE and I got a new motherboard. Of course it had to go back to them 2 times before it was back to the way it was. Sent it in for the hindge got a new motherboard. Then it wouldn’t charge and the keys were using number lock so if I typed IOP i got numbers. Well after it being gone almost 2 months total it is fixed and I got a FREE year warranty so if it breaks again I am cover. But I have to say I will never buy another HP laptop
October 5th, 2008 at 6:44 pm
I had this same problem with a DV8000 Laptop I took the screen apart and took two extra screws holding the cover on where the hinge latch is out. For some reason there were two threaded places for screws but there was only one screw on each side attaching the hinges to the back of the laptop. The hinges cracked between these threaded holes so I put both screws in and it reattached the hinges on both sides. Luckily I could fix it myself and didn’t have to spend money for someone else to repair it.
The hinges should be redesigned on these laptops because the metal on them is just too flimsy. It makes me worry about my DV9000 breaking.
October 16th, 2008 at 11:03 am
Hi,
My hinge began cracking 1 year after buying my HP