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Notebook Hinge Repair Success Stories
By admin | April 2, 2008
HUGE DECEMBER 2008 UPDATE!!!! Read about how we succeeded against HP to repair some hinge cracks! Thank you readers and supporters!
We’ve now had almost 150,000 visitors to this site from December 2007 through December 2008! I’ve personally emailed over 2,500 people to help them deal with HP. This thread is for those of you have had success in getting HP to repair your notebook hinge crack problem, for free or at a reduced price.
Please post the details of your repair, such as your model number, the country you had it repaired from, if your laptop was in or out of warranty, how long the total repair took, and any deficiencies you experienced (reformatted hard drive, etc).
Also, if you received a satisfactory repair due to this website, please consider sending me a few dollars to replace my own defective HP that they won’t repair. This site occupies nearly 10 hours a week of my time in erasing spam and personally replying to questions for hundreds of users. You can paypal me at proofs@vipministry.com.
April 2nd, 2008 at 7:59 pm
Another success story - and guidance for others.
I have an HP dv9000 series notebook, bought Dec 17 2006, that had it’s left hinge break Mar 29 2008. This website gave me the knowledge and conviction to convince HP to fix my laptop on their dime, even though it is about 3-1/2 months beyond the 1-year warranty! (No extended warranty.) It was pretty easy. I used online chat first. The rep initially said it would cost me $298, but I said I would like to escalate and that was that. It did not take much to gain an apparent success via HP chat. However, here are some things I learned:
HP Chat: start at http://welcome.hp.com/country/us/en/contact/chat_1.html and drill down through several clicks to your exact model.
If you use HP chat, copy and paste the contents of the chat screen to a separate application often if you want to keep a copy. (Throw it in there and clean it up later.) Once it scrolls off the screen (or maybe soon after), it is lost. My rep, “Gypsy”, was kind enough to send me a complete transcript when all done. Maybe you might not be so lucky.
When I asked for a case number, Gypsy responded:
Here is the case number.
SessionID: 10011011206618101539
I later learned this is NOT a case number. Case numbers do not look like this. My case number, acquired later, is in the format ABC123-45. When I offered to give the case manager a 20-digit number referred to as a session ID, he said, “No, I won’t be able to do much with that”.
Gypsy took my phone number for a case manager to call me. She didn’t say till I asked, but then said I would get a call “today” (a Saturday). I doubted that, but didn’t question it. Sure enough, no call, Saturday, Sunday, but then not Monday, either. I was not perturbed as I can live without closing the laptop for a few days.
On Tuesday, I called the case manager number given frequently on this site (877-917-4380 ext 94). I don’t know if extension 94 always rings to the same guy (the recording says “enter the extension of THE case manager you want to speak with”), but if you use 94 and get the guy I got, Matthew, you’ll probably be fine. He said case managers do not work weekends. I told him no problem, I kind of figured that. He said he could find no record of my chat. I don’t know if that is typical or not, but apparently my online chat accomplished absolutely nothing. Despite having no record of my chat, Matthew took all my info as if he was the first level of support, and he acted perfectly cool with that. He did not question how I got the phone number or anything. If you’re in a rush, you might skip the online chat part, but I had time, and I was willing to take the time to try to go through normal channels (although I did call the case manager number that I did not receive (or ask for) via chat).
My phone call to case manager Matthew took about 24 minutes. It took only 10 minutes to get agreement that HP would cover the repair. (The rest of the time was setting up the return.) I am not a particularly assertive person, but it was pretty easy even for me. At first, after putting me on hold to look up my S/N, he said, no, nothing I can do for you, if it was 30 days out of warranty, no problem, but you’re over 3 months out of warranty. That didn’t bother me. Of course you’re going to get a “no” at first. The case managers are just doing their job. I feel sorry for people that haven’t found this website and just give up, though.
I stayed calm and pleasant. I mentioned this site, which he said he was not familiar with (and I didn’t care or question whether that was true or not). As near as I could tell did not go visit it. I mentioned this site notes 1500 cases of this problem (not sure that is accurate but I thought I read something here that suggests that, so I said it with confidence). (It would be good if this site could keep a running count of how many cases reported for the various laptop styles on a summary page somewhere.) I mentioned that it appears to a design flaw, that it is heat related and the laptop does run hot, that I am very careful, that I have never dropped it, that I am a loyal HP customer, owning two HP printers currently and one prior, that despite this problem I like the laptop a lot. I mentioned this website lists a lot of success stories, even for users out of warranty, and I said (with a slight laugh) that I was hoping to be one of those success stories! I calmly reiterated I felt it was a design defect and HP really should cover this. He put me on hold again, for about one or two minutes, and came back and said HP would cover it.
Matthew asked for the password of the administrator account on the machine. That was my opening to say people on this site have suggested removing the hard drive and battery before shipping. I wasn’t sure how to bring that up, thinking (ironically) that I don’t want to “void my warranty” (which I don’t even have!) by messing around the insides of the laptop. He said with no hesitation, sure, that is fine, yes if you want to do that, yes, you can do that. I wasn’t sure what to expect on that.
FYI, I have a pretty heavy duty 17-inch laptop cooler with (2) 3-inch fans (Google “Big Brian”) which I always use. However, when I’m done, I have always simply closed the laptop to put it into standby. From now on (when I get it back) I will hibernate it with the power button and wait to close it when it is completely cooled (which works for me because I very rarely travel with it).
As soon as I receive my FedEx box for shipping the laptop out, I will believe this has really happened and contribute $10 to the webmaster. Thank you. When I get the laptop back in good repair, I will contribute another $10. That’s what I call a bargain!
If anyone wants to write me, put together the three parts of this address in the same order with the appropriate punctuation. First part 9onqxgm02 then sneakemail then com. I have the chat log of my (useless) online chat, and I’ll answer any questions.
I will follow up when I get the shipping box and when I get the laptop back. Thanks again!
Scott added this comment: Correction, the ABC123-45 format number I gave in an earlier post is my service order number. My case number is a 10-digit number.
April 3rd, 2008 at 6:52 pm
I received my shipping box today, 4/3/08, two days after placing my call to the case manager. As my final act using my laptop before attempting to ease the broken lid closed and ship the thing to HP for my free left hinge repair, I have paypal’ed $10 to proofs@vipministry.com. Thanks for the website and thanks to all the contributors!
April 4th, 2008 at 1:32 pm
I had the hinge problem on a HP 9600dn laptop. My hinge crack got extreme. I even did the red neck thing and duct taped the side of the screen. I place one (yes, only one) call to HPINVENT and I got immediate response and satisfaction. I was ask Model and Serial Number, asked if the laptop was ever dropped (no it was not, I am the only user). Next question was for my address. I recieved the shipping material in two days. I was very slow sending it away as I did not like the thought of waiting a month to get my laptop back. I received my laptop back fixed in 8 days. Best part for last — NO CHARGE.
April 5th, 2008 at 7:38 pm
my problems are over with the hinge crack. i got mine fixed in one week. the repair took just 12 hours. was recived by HP on april 4th 2008 7:56AM. the same day at 7:56PM HP shiped it back. i talked to a HP Chat guy and he said that the LCD COVER;LCD BEZEL;HINGE ASSY;HINGE ASSY were replaced. the chat also had him say that it will not happen again.
Marco: Hello John.
Marco: Welcome to HP Total Care for Pavilion Notebooks. My name is Marco. How may I assist you today?
john m: i have a question about a recent repair
john m: for my hp pavillion dv9207us
Marco: Please proceed with the query I will be glad to assist you.
john m: the customer servise number is ********
john m: and i would like to know what was fixed or replaced
Marco: Sure, I will help you with this.
Marco: I understand that you want to know the repair history of the Notebook sent to HP for repair. Am I correct?
john m: yes just what was fixed on the laptop because it was fixed too fast.
Marco: Thank you for confirming the same.
Marco: I have checked and find the below details:
Marco: repair comments : LCD COVER;LCD BEZEL;HINGE ASSY;HINGE ASSY;
john m: oh my question would be for that is it going to last longer than a year from now
john m: because i would not like to have to send it in for a repair in a year from now
Marco: Yes, the repair done will be done under highly qualified engineers.
john m: so the design flaw with the hinge assembly won’t crack again with the new repair
Marco: Yes, you areright.
Marco: Are right*
john m: how long is the warrenty with the repair
Marco: Normally, the warranty on the repair done is for 90 days.
john m: what are my options for an extended warranty?
Marco: However, if the Notebook is under warranty it will be covered untill the expiry date of Notebook warranty
Marco: Sure, please spare me few minutes while I check the available options of extended warranty.
john m: shure
Marco: Thank you for your time.
john m: ok
Marco: I have checked and find the below options available for your Notebook and the wararnty on the Notebook expired.
Marco: 1. One year normal pick up and return with accidental damage plan which will costs you $229.99
Marco: 2. One year normal pick up and return without accidental damage plan which will costs you $149.99
Marco: Let me know if you are interested in purchasing the extended warranty plan for the Notebook
Marco: I will arrange you a call to order the extended warranty right now if you are interested in purchasing them from HP.
john m: thank you for the info on the extended warranty, i will be thinking of my options over the next week
Marco: Sure, you can get back to us anytime as we are available 365 days round the clock.
Marco: Is there anything else that I can assist you with today?
john m: no thankyou for your time
Marco: Pleasure is all mine in assisting you John.
Marco: Have a nice day!
Marco: 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
he did say that the repair will finally fix the hinge cracking issue. so i expect it to last another 2 to 3 years. i thank the admin for this site. i would have not known about this issue with out it. hopefully after eveyone who got there laptop repaired won’t have this issue come up in a year from the repair.
John M
April 6th, 2008 at 7:27 am
Hi, I have the hinge problem on my 17″ DV9000 in the UK, which has a different service organisation. HP are not interested in supporting me here. Is there anyone in the UK that has successfully had their out of warranty laptop repaired?
Ian - Hartleppol, UK
April 12th, 2008 at 7:23 am
UPDATE:
04/12/08
called HP tech support today and at first they tried to get the $49.95 for out of warranty service fee, I told the lady that this was not a warranty issue but rather a design flaw and directed her to this website. When they came back to the phone they said even though I am 157 days out of warranty, they would fix my laptop for free. They are sending me a fed ex box and said I should have my laptop back within 7-9 business days after they receive it. I had no problems at all and am very happy with the service I received (as of now) from the HP phone support people. Anybody still looking for a resolution should call HP tech support and direct them to this website, I’m thinking they have had enough people call that they are now covering this defect under warranty even out of warranty.
Thanks!!!
April 12th, 2008 at 6:31 pm
I am having the same problem with my laptop. At first I thought maybe I messed it up, but then I googled hinge break and HP and OMG there was a whole comunity of people with the same problem. I made my call today and I also did the chatting thing, they are so far saying NO, but hey, I got time to call em until someone pays for this. At least microsoft fessed up and extended the warranty period on my super expensive (now paper weight xbox 360)
April 12th, 2008 at 10:48 pm
My hp dv9000’s left hinge broke this week. I have had it for a year and a half and am very disappointed.
April 13th, 2008 at 2:56 pm
Hi all,
I’m in the same boat like the rest of you out there. And not for the first time either.
My HP dv9000 left hinge broke, the bezel and back cover pulled apart and no warranty. From what I read, HP might, or might not help those folks that have the same problem even if their machines still under warranty (Good Luck).
For me the door is closed, I bought mine a year and a half ago.
So; Repairs are out of consideration as well, you almost can buy a new laptop for the cost, and if you could find the hinges for a reasonable price - say under a $50 - the process of changing them is complicated since you have to crack open the laptop itself to remove the hinges.
Needless to say, the metal (those hinges are made out of) is comparable to the strength of cardboard. I venture to say that they will not last for too long.
Well, I tried, and managed, to fix my laptop, only simple tools and a cost of less than 10 dollars.
The process I followed is a little primitive but with surprising results. Now my laptop works perfectly and looks just like it did before the problem occurred. I will post some snap shots of the process if I can.
One more thing *NO MORE HP*
April 15th, 2008 at 8:17 am
Well folks, after research online, including reading about the experiences of the readers of this blog-site, and after exhaustive calls, online chats with HP, emails to the CEO of HP and correspondance with Costco - I’ve finally received the box from UPS!!!! Yesterday, I dropped it off at a UPS store and the laptop is on it’s way to HP’s Canadian repair depot. All that remains now is to wait for the box to return.
This whole affair began about a month and a half after the warranty expired. Two and a half months of trying to get a straight answer left me pretty much feeling like HP was ignoring me and others who have the same problem.
All I can say to all of you who read this is - NEVER GIVE UP!! HP will come through eventually! Try everything to let them know your problem - be nice about it - and be patient. The more of you who complain the higher the “numbers” will be and the percentage of failure will eventually (if the numbers get high enough) prompt them to issue a recall.
I’ll repost when I receive the repaired notebook and let everyone know how it turned out after all this.
April 15th, 2008 at 8:28 pm
Well, I stumbled across this site after Google searching my hinge crack problem. Boy, I’m glad I did. Loike many of you I have a dv9000 (dv9032us actually from Circuit City) that started out of the blue with loud cracking noise when opening and closing the sceen. sure enough my problems continued VERBATIM to what has been posted here .. I mean right down to the little black pieces falling out.
Well I followed the instructions posted by the first poster and contaced HP via the online service. Spoke to some one named “Maggie”, who was nice and gave me all the canned answers I needed. First I was quoted $53 for the parts (Part # 432964-001). When I asked who can do the repair I was told HP doesn’t repair out of warranty laptops. When I pressed again about having HP do the work, I was told the repair was $298. I was very polite, took in the info and then asked to speak to someone whp could authorize a warranty repair since on the the net this is a common problem and obviously a design deficiency. I was connected to Maggie’s supervisor and was politely told my options were to #1 pay $298 for HP do the repair or #2 seek HP local support. When I asked who local support was, I was given the info for my local Radio Shack store (that’s funny!) Any ways I was very polite and stated that I believe HP should pay (my laptop is 3 weeks out of warranty) especially since they know about the problem and have issued a Service Enhancement# C01059646 (number obtained from a poster on this site). The next response was that she could no longer help me and would escalate my request to the next higher department. Maggie came back, took my info and issued a case ID number to me. She said someone would call me within 48 hours.
Today my phone call came from Mike Lowe at HP. With no conversation at all I was told a box was being sent to me. They told me to remove my hard drives, battery, and power supply and put it in the box and I would have it back within 10 days. I have gotten my confirmation emails and my box will be at my place of business by Thursday. Cost to me = $0. Good job by HP and many many thanks to all who posted here and especially to the Admin. You will see my Paypal donation shortly! It seems to me HP knows there is an issue an once you bring up the Service Enhancement# the door opens right up.
I will follow up once I receive my laptop back. Hope it goes smooth because I really do like this machine.
One last work of advise … People have speculated heat is what does in the hinge … Well I beleive it … My laptop would get so hot it would shut down … Too hot to touch sometimes … I blew out the heat sink and fans and now do it reguarly and it never overheats and it always cool to the touch. A little can of air goes a loooong way here.
Thanks again and good luck to everyone!
April 16th, 2008 at 5:34 pm
I own the dv 9000 and recently experienced the “hinge crack”. My husband found this website and I utilized all the information including the direct phone number. My bottom line was that I was told that HP had been repairing this problem but that they had recently been instructed by management that there is NO RECALL on this part so stop fixing it. I paid $220 with a $100 discount to get it fixed by HP. I just got my laptop back and they replaced everything including the keyboard. It looks brand new. Service was very quick, other than being irritated that I had to pay to get it fixed the service was very good.
April 17th, 2008 at 4:08 pm
I was disheartened when I saw the probable lack of support when I experienced the hinge problem with the DV9000 I had purchased from Costco that was now out of warranty. While in Costco I saw they still had a model with the same form factor case, in fact the lid was identical to mine. So I purchased a new one, took it home, removed the lid and swapped them out. It did not appear to be easy to swap the LCD display which was too bad because the metal frame at the corner of mine was also cracked right at the hinge, so I soldered mine. I put my old lid back on the new machine and epoxied the old broken screw bosses back into place. When I put it back together my temporary fix actually worked and the lid closed fine. Then I returned the new unit with my old lid to Costco, who in turn returns them to HP. I told them it had a bad hinge and I did not want it. A friend of mine who has had one for just under 6 months plans to return his before the return period expires and get something that is not HP.
April 18th, 2008 at 8:06 am
Follow up from 10 above (btw, 13 - interesting solution)
My Dv9033cl purchased from Costco in November 06 has been returned with a new LCD cover and bezel. They did not replace anything else.
I’m happy it’s fixed - it only took 3 days from send to return - it’s a shame that HP didn’t fix it right away. It took two and a half months of calls/emails/chats before they finally agreed to fix it. If it cost them more than $100 to do the repair, I’d be suprised. I know the time that I spent on this cost me more than that.
When I make my next computer related purchase, HP will definately be on the bottom of my list - and I will be sure to relate this story and reference this blog to all my friends who are looking a making any purchases.
Thank you to all for taking the time to type in your advice and most of all, thank you to A.D. for this website - it’s been a huge benefit for a lot of us!
April 18th, 2008 at 2:16 pm
thanks to this web site and all the great advice I had my hp laptop notebook fixed free of charge.
I bought my notebook in Jan of 2007 and the hinge broke in April 2008. Not only was the hinge broken but the LCD screen started to split and I could not even use the computer.
I found this website and followed the instructions of initiating contact with HP with a live chat. I was assigned a case manager and was contacted within 2 days. The case manager asked me one question “what do you want us to do.?” I told him to fix it for free and do it quickly. They fed ex’d me a shipping box and it was back within 6 days.
thank you for all this helpful (and frustrating) info!
April 18th, 2008 at 8:06 pm
Thank you so much for this site!
I chatted with an online rep late last week - I gave them the link to this site and they acknowledged a known issue and agreed to escalate this to a case manager.
The next day I spoke with a case manager and fully expected them to offer to repair this issue for a fee since my machine is 2 months out of warranty. To my surprise he gave me no lip and offered to overnight a box so I can ship the machine back for full repair. The next afternoon the box was there and I shipped the computer out the following monday - they recieved it Tuesday and shipped it out same day and Wednesday it arrived back to me as good as new.
The replaced both hinges, the lid and inside bezel and also cleaned the fans and replaced the heat sink. Cool, aye?
I can’t complain - and best of all it didn’t cost a cent! I will look closer at build quality for my next laptop but I can’t complain at the service they provided this time.
April 20th, 2008 at 11:19 am
Hello, first Id like to thank you for starting this site for this problem! You inspired me to make mine… www.hingefix.com I did not know that I wasnt alone with this problem. I read through many of the posts and decided what had to be done! The actual problem has nothing to with the heat on the hinge. It is due to the tensial strength of the metal arm of the hinge. I
April 21st, 2008 at 7:28 am
I purchased my HP DV9000 at Costco in January 2007. The hinge cracked few days ago. It’s gotten so bad that after I closed the unit, I could not open it back up.
Contacted HP and got the same story as most of the others: out of warranty, $300 to repair and went down to 50% discount after some negotiating.
Contacted Costco and after 30 minute phone call it turns out that Costco offers additional 1 year warranty (beyond the original HP warranty). I am having it repaired at no cost.
My preference was to just return it but that would be nearly impossible after 15 months of use. In any case, I will not buy HP notebook again. Should have stuck with IBM as my previous 3 notebooks (I was seduced by the price and features offered by HP). However, I am glad I bought mine at Costco.
April 21st, 2008 at 1:07 pm
THIS IS AN UPDATE: SAT AFTERNOON TALKED TO THE FIRST NO CUSTOMER SERVICE REP. ONLY TO TELL THE STORY ALLOVER AGAIN TO THE SECOND NO CUSTOMER SERVICE, NEXT GOT A CASE MANAGE THAT OFFERED A 150.00 OFF ON A ONE TIME FIX. DIDN’T TAKE THE HER OFFER. MADE 1 CALL TO SAM’S WAREHOUSE, AFTER 5 MIN. ON THE PHONE, THEY OFFERED TO SEND OUT THE BOX AND FIX IT FOR FREE. I PURCHASED 12-07-06 WITH PLUS MEMBERSHIP WHICH GIVES ME 3 MORE YEARS OF WARRANTY. I WILL UPDATE AFTER I GET IT BACK.
April 21st, 2008 at 6:11 pm
So, I’ve had my DV9000 series 17″ notebook repaired - free of charge. HP replaced the plastic on the LCD display.
I decided to ask HP if this was going to fix the problem or if it would happen again in another year.
Here is the response…
“In regards to your concern I would say the problem shouldn’t reoccur again as this is not a common problem we have with all our DV9000 Series notebooks. However it sounds like the problem happened from wear and tear of regular use open and closing and after time a crack developed in the hinge so unfortunately I cannot rule out 100% because anything is possible that is why we encourage customers to purchase our Carepack Extended Warranty for the unknown in situations that may occur beyond your control.
For the most part I am pretty confident you should not run into a problem like that anytime in the near future especially with the parts all replaced.”
Imagine that - they say this is not a common problem and it is probably due to wear and tear from opening and closing the notebook.
Can anyone believe the audacity? So does this mean these DV9000 series notebooks only have a typical service life of 1-2 years tops? If they are so “disposable” then perhaps they should sell them for $499 instead of $1700!
I suppose I may as well look into some kind of extended warranty arrangement with HP because this FLAW will probably occur again within the next year or so.
Wear and tear - ya, right….
April 23rd, 2008 at 12:12 pm
4/23/08
Approx. 2 weeks ago I started having problems opening & closing my notebook, HP DV9035nr, that I purchased on 12/06,of course it’s now 4 months out of warranty. Pieces of black plastic started falling out ,near the left side hinge, and a nut-plate, which holds the screw that secures the bezel, the part around your screen, to the back of the notebook.
So………….I’m thinking of taking it apart, finding the problem, ordering the parts and fixing it myself. Just before dismantling my notebook, I decide to search the net to see if anyone else has had this problem and lo and behold…………..I find this site, I’m not the only one and this problem looks like a design flaw.
Got on the phone with HP customer support this morning, explained the problem, along with the service enhancement # C01059646, to which his reply was “Send it to us , we will fix it and we will charge you for it” to which I replied that I wanted to esculate this matter and speakj with a manager. I was told to expect a phone call within 24 to 48 hours
I will keep you posted !
April 24th, 2008 at 10:02 am
The following is the “additional comment” I left in the HP Survey which was sent to me after my DV9000z was repaired. They replaced the LCD casing, hinge, and cover. They even fixed a BIOS problem I was having, all free of charge, 4 months out of warranty. Overall my experience was positive, but it was because I remained calm, logical, and persistant. I am very thankful to the webmaster as having the Case Manager review this site is what led him to send me a box for repair. I will make a donation! Please read this overview:
———————————-
Intially, Tier 1 support immediately pushed back (as expected) and denied my service claim because I was out of warranty. I made numerous attempts to explain that the issue had developed over time, even during my warranty period, and escalated to a point where the laptop was unusable just a few weeks outside the warranty period. The issue is clearly a design flaw as the dv9000 now has a “reputation” for exhibiting a broken left hinge typically after approximately 1 year of use. This can be researched on the Internet. The Tier 1 technician refused to reason with me or at least appear to understand the problem. After each statement I made, she would reiterate, “I’m sorry, you should have called us when you first noticed the problem, the cost will be ~$300″. I asked to speak with a manager or the next level. The Tier 1 technician (with a terse tone) agreed to locate her manager, but advised me that “the manager will say exactly the same thing I’ve told you.” Clearly not the case.
After 22 minutes on hold (I was told 3-5 minutes), things took a turn for the better when I spoke to the Tier 1 non-technical manager (Leon?). This manager was interested in my explanation of the problem, and even asked a series of questions to confirm the problem in detail. It was at this point where I felt HP was standing by their product, looking to help an unhappy customer. This manager felt that the problem should have a second look from a Case Manager who would call me back within 24-48 hours. I was happy with decision which seemed fair and just.
Less than 24 hours later, I had a call from a Case Manager, Bradley. Bradley was very personable, friendly and easy to talk to. Bradley listened to my explanation of the problem and agreed to look into the problem to determine how widespread it is, and would decide whether or not I should be a granted a service claim. (After showing him this website) Bradley seemed to understand that this is a manufacturer’s defect and HP’s responsibility to stand by this fairly new notebook. After just a couple minutes on hold while Bradley was reviewing the case, he agreed to grant me a one-time service on the laptop and would send me an RMA box overnight. He was very thorough on how the process worked and even provided me a direct number where I could reach him if I had any additional questions. Fortunately this was not neeeded as the remainder of my support experience was flawless.
The reason I gave my overall experience a 10, despite the poor initial Tier-1 Support, was that the remainder of the process was so absolutely outstanding, that I completely forgot about the intial call. The shipping process was incredibly fast, having an empty box in my hands the next day. The repair time was exceptional; so fast, that the notebook was back in my hands Friday afternoon. The entire process took just 5 business days which is very valuable to me as I use the notebook for business. The entire time, the customer portal kept me updated with the status and location of my notebook and an expected date for completion (which was beat by a long shot). I understand that HP cannot make every customer happy, but I believe front line support could learn from the superiors I spoke to. The customer does not want to feel they are speaking through a corporate screen window. All in all, an excellent job by HP Support in addressing an issue and keeping a customer. In the end, the professionalism I experienced has influenced my decision to purchase a few HP servers for my business.
April 26th, 2008 at 11:28 am
I believe 1.5 months ago, I tried to chat with an online representative about the hinge problem which lead to them saying that it’s only happening to dv6000 series and my model isn’t qualified for the free repair. I was left with anger and I just gave up. I even said exactly what everyone in this website said to the rep, but they weren’t really understanding. SO today, I made another attempt and I elucidate my problem calmy and nice. Surprisingly my rep, Shaina, she totally understand my situation and a case manager is going to call me very soon. Yay! I hope I can still get my repair for free.
April 26th, 2008 at 2:39 pm
Update #1 4/25/08
After initial call to HP I was told, by tier 1 support, that I would recieve a call back, regarding my hinge crack issue in 24 to 48 hours. I never got it !
On the 49th hour I called HP back and of course while waiting on the line, a message said HP’s system was down for maintanence, which meant they couldn’t even look up my case #, just my luck !
Anyways, after talking to tier 1 support………..again, he patched me through to a notebook tech.
So………..I went through the whole story again, since he couldn’t look up my case #, even gave him the service enhancement # c01059646, to which his reply was ,”the only service enhancement HP had was for the motherboard ! Uh-oh……….well one problem at a time.
To make a long story short since HP systems were down, on a friday, case managers could do nothing until monday. I was told that my esculation would be super re-esculated and that I would recieve a call back on monday, 4/28 !
Stay-tuned !
April 26th, 2008 at 2:55 pm
Hello if you can erase my post from the April 20th and replace it with this one that be great since you didnt put up my entire post for that day thanks
April 26th, 2008 at 7:30 pm
I’m currently in live chat. I think “Bret” and I are having a virtual standoff game or something. He said he’d be back in a few minutes with information and I’m still waiting 15 minutes later. New tactic?
Luckily I DO have an awesome extended warranty, but I’d like for HP to be held a little more responsible, considering it’s happened to so many.
April 27th, 2008 at 10:28 am
I have a Pavilion dv9023us notebook that I purchased on Newegg.com as a refurbished product in November 2007 and the hinge failed in April 2008. I contacted HP first by online chat and they notified me that the warranty had ended in February 2008.
I told them that this was not a warranty issue, but that it was a known design defect and that HP had issued a “Service Enhancment #” and that there were websites dedicated to this issue. (I did not actually provide them with the SE# or the website address, but I understand that the SE # is C01059646)
She directed me to call 800-HPinvent (800-474-6836). I called the number, and spoke with a representative who said the repair would cost $298 because I was not under warranty. I told him (very nicely) that I would not pay for this service because it was a known issue, etc… He told me that in order for me to get free service, I would first have to pay to process the repair, then seek a refund retroactively! I refused, obviously, because I would have no grounds or proof that I would get my money back. I asked to speak to a supervisor, and he said there was not supervisor on staff (it was 3:30am on Sunday 4/27/08). He would not provide me any other information, so I ended that call having made no progress.
I called again at 8:00am the same day and had much better luck. I went through the same process with the representative (telling them that HP knew about this design flaw, and that there was a service enhancement #, and that there were websites dedicated to this issue - again not providing any actual information). She directed me to the RECALL department. At first, the girl in recall had issues with my serial number, but once those were worked out, she was able to set me up with the FREE repair.
She said it would take 7-9 days upon reciept of the notebook. She sent a Fedex box to my home and instructed me to arrange for pickup, then gave me a Service Order # and Service Ticket #. She said to back up all my files because they might have to wipe the drive and reinstall factory standard issue. I told her that I did not want my hard drive cleared and asked if I could simply remove it before sending it in. She said that would be fine - and to also remove the battery and power cord before sending it in.
So now I am waiting for the box to come… I will post a follow-up when repairs are completed. Thanks!
April 28th, 2008 at 5:45 am
Update # 3 4/28/08
Decided to go straight to the source and called 1-877-917-4380, ext.94 and spoke with Joseph , a case manager. Told him the problem, about this site and my shipping box is on the way.
Will be donating to this site when I recieve my notebook back!
April 28th, 2008 at 12:29 pm
Called 877 917-4380 and did extension 94.
Sending me my replacement box today!!!
Whether they acknowledge it or not, when you call and speak articulately and clearly about what is happening, they get right to fixing the problem.
Keep calling! THEY WILL FIX IT NO CHARGE!!!!!!!!
April 28th, 2008 at 4:24 pm
One more thing,
It is Ok for you to remove your harddrive and memory cards, so you dont get screwed on that end by having them replace the machine to factory specs.
Do this before sending them the computer.
Thanks!
April 29th, 2008 at 3:40 pm
Thanks! Dave’s comments have really helped me navigate the HP maze. Also, the first time I called extension 94 I got an ESL operator and she was unhelpful and referred me back to the original tech service line. I called again and got another operator that was more than helpful, my box is on its way. It did take more than an hour to get through and actually talk to a human that would help.
April 29th, 2008 at 4:09 pm
I have been dealing with this issue since Sept. 07. I bought my HP Pavilion dv9005us in Oct. 2006. I have called numerous times to HP support (1-800-HPINVENT) and have received no help. My warranty was up in Oct 07 and of course it was when I needed to send it in for repair. The only option I was given was to pay for the extended warranty for $99.95 which was just phone support. Of course phone support wasn’t going to repair my hinge and entire plastic around my screen being broken. Well time has passed and now my computer does not work at all. I believe my monitor being a blank screen is a result to this hinge crack problem. So I have had no laptop for several months now!!! I use it for everything and am screwed pretty much. So I have tried every thing I could find under the support from HP.com and well none worked!! I called HP a few times again today and was told at first it would cost at min. of $298 to fix it and if there was other issues they would call and it could be more. Well the last tech I talked to told me it would be $698 to fix my computer…screw that! I told her I might as well throw it in the trash and buy a new one! So frustrated I began looking online. I found this site and have called the 1-877-917-4380 *94. I talked to a different case worker than listed above. Of course she could find no record of my S/N or information of me calling..how convenient. Anyways, I told her I know they are aware of this problem and that several others have contacted them regarding this problem. She got all my info and is sending me out a box! THANK GOODNESS. She told me to remove the battery and my hard drive unless I wanted it formatted back to the original way it came when I bought it. So I do not know if they are going to fix it completely since the screen isn’t working but atleast the hinge issue is being resolved. I just love how rude everyone at HP has been over this whole issue and to finally get someone who doesn’t argue back and will actually do something about this problem!!! I will post back when I actually get my box and have my laptop fixed. Thanks again for everyone’s comments and to the person responsible for this site! I owe you big!
May 1st, 2008 at 5:11 pm
I purchased my HP DV9000 laptop @ Sams’s Club and purchased the 3 year extended warranty for ~$90.00. 15 months later (only 120 days out of the 1 yr HP warranty) I opened the monitor one morning and one of the hinges connecting the monitor cracked and broke into pieces and the stripping around the monitor began to bend. The laptop was not dropped or disturbed from its previous use the night before, so I had no idea what provoked this hinge to fall apart. I noticed on this site that hundreds of consumers have had the same problem with this laptop, obviously leading me to believe that this is design error. I noticed that some consumers had luck getting their laptops repaired after warranty for this problem, so I called and asked for the same treatment. After being transfered to 3 customer service reps and finally ending with some sort of decision maker, all they offered was a $150.00 discount off a minimum $300.00 repair, not even entertaining the opportunity to repair an obvious product defect, poor quality hinges. They just kept referring to the fact that I was out of the 1 year warranty and that this was a reflection of “normal wear and tear” which they do not cover. They reacted to my complaint as if they had never heard of this problem before, but that it could happen with extensive wear and tear. My computer was rarely moved or experienced extensive wear, the plastic hinges are just poor quality, poor design, cheap plastic, and should have been replaced by HP.
I need to point out that not one service rep @ HP even offered to sell me an extended warranty or even ask if I purchased one, they just persistently offered argument and expensive resolve. Note that I spent 2 hours on the phone with HP attempting to have them aqknowledge a huge problem with their product! I just continued to sit on hold for most of the 2 hour period.
Completely uncertain if my exteneded warranty would cover this, I called Sam’s Club extended warranty claims and they quickly offered to help. I could not find my original receipt but knew I had purchased the extended warranty by the price on my credid card receipt. They were happy to register it late, and were very helpful. Within 10 minutes they had me a service repair number and felt that they would be able to fix the problem at no cost, as their extended warranty covers normal wear and tear. They contacted the repair company immediately and a box was sent to our home within 2 business days for us to ship our computer safely to the repair company. The repair was made to my computer, fixed perfectly, cleaned, and shipped back to me within 6 business days! No charge, no hassle, great customer service.
I am greatly disappointed in HP and their committment to quality product and service. Sam’s surpassed my expectations with their extended warranty and customer service. Kudo’s Sam’s and thank you for great service, standing behind me as a customer.
May 6th, 2008 at 11:28 am
We purchased the HP DV9074cl from Sam’s Club early in December 2006, and started having problems with the left hinge creaking just before the holidays last year. A few months ago, the creaking progessed to a cracking noise, and within days the left side of the display was coming apart! We were royally t’d off, given that the problem conveniently waited until we were out of warranty before presenting itself!
Now the laptop display is threatening to come apart completely, and my husband has been seriously contemplating the use of various glues and tapes to remedy the problem on his own. I know we’re out of warranty, but Gorilla Glue just seemed like a bad idea… So I hit up my old friend Google to see what others might have to say about HP laptop hinges. Lo and behold, I find that an entire website exists about this problem!
Anyway, I just got off the phone with HP case manager Shawn (didn’t bother with calling other numbers for HP customer service or using online support first), and am still in shock over how professional he was in handling my call, and by how quickly he addressed the problem!
I was completely honest with him right from the start - I told him I hadn’t spoken with any other HP reps prior to calling the case management number (a HUGE THANKS to those who posted that info on this site!!!), that we were having serious issues with the left hinge and lid assembly coming apart on our dv9000 series, and that I knew this was a known problem with the laptop because of all the information found on this website. He seemed surprised to hear that a website/blog dedicated solely to this problem even existed, but didn’t dwell on it at all (didn’t even ask me to repeat the website URL for his notes).
He took some basic information down (name, address, phone) to create a customer profile, then asked for the serial number and product number found on the underside of the machine. He verified that our registration information listed in their system was current, and double checked that he had our shipping address correct. He then asked if he could put me on hold in order to assign a case number and put the specifics of the repair into their system. I was on hold less than 2 minutes, yet he still apologized for my wait time. (Apologies for such a short amount of time? WOW!!!)
He then went through the details of how the repair service works, answering my questions along the way:
HP is sending a prepaid shipping box to us via FedEx, which we should receive in 1-2 business days
Told me how to send the laptop back to them, including instructions on how to back up (or remove) the hard drive, not to send the battery pack or A/C adapter, etc
Went over what to expect once the laptop has been shipped (allow 7-9 business days to receive the repaired machine, noted that the extent of the repair is at the discretion of the technician, etc)
He then asked if I had any other questions, and I decided it was time to bring up the elephant standing in the room that we’ve been desperately trying to ignore:
“So… how much is all of this going to cost us?”
to which he replied “Nothing.”
WOOHOO!!! In less than 15 minutes from placing the call to the case manager line, we had reached a satisfactory solution without the first hint of problems one typically encounters when dealing with “customer service” representatives.
I’ll definitely be back here with updates once the laptop has been repaired and is back in our possession.
Thanks for all the AWESOME info provided by this site! You’ll be seeing a donation from us very soon!
May 6th, 2008 at 12:38 pm
Repair Successful!
Synopsis (refer below by letter for more detail if you wish.)
System: Pavillion DV9000T CTO, purchased March 8, 2007, Hinge broke April 23, 2008. Out of Warranty by 45 days when broken and first call placed.
A. 4/23 Called help desk, elevated to Manager, promised a call from Case Manager.
B. Case manager did not call, but that was probably legit, their system was down.
C. 4/28 Called and spoke to a case manager got the OK for an HP fix after a long discussion. Key points;
1.Systems with a 2006 build date (serial number begins with 6) case managers are authorized to approve a repair (mine had a 2007 build date.)
2. Military personnel are approved for repair
3. Case managers have wide latitude.
4. Owning other HP products helps get you an out of warranty repair.
D. Shipper received on 4/29 and I sent the Laptop to HP. They received on 5/2. Expected returned to me date 5/12.
E. Laptop returned to me on 5/6. Fixed.
This site’s tip jar has been hit with $45
Details;
A. Placed a call to 1-800-474-6836. Spoke to Mohamed who offered no help, only that the system was out of warranty and HP would do nothing. I was firm and polite and requested to speak to a manager. Mohamed said the manger would tell me the same thing, but, after a 10 minute hold the manager came on and promised a case manager would call me within 24 hours.
B. When no case manager called me I called the number posted on this web site (1-877-917-4380 x094.) There was a recorded message saying their system was under going maintenance and normal business was on hold. A case manager did answer and confirmed the recorded message. He told all would be back to normal on Monday. I said I’d call back.
C. I called the number again and reached a case manager (I’m withholding his name.) He asked me how I got the phone number, I replied from a web site tracking this problem.
There was confusion on my system the part number record did not correspond to the serial number record. The CM reconciled that. Then he took me through the out of warranty discussion. I held my ground and argued that this was not a defect in materials or workmanship but was instead a design defect and that an implied warranty of merchantability (that a product must be suitable for its intended purpose) covered the design flaw. I’m not a lawyer, but I remember this aspect of the UCC from an MBA class.
The CM asked what I did for a living (Investments.) He said later that he was trying to find out if I was military as HP supported the military. He asked if I had other HP products. I do a printer. Apparently this can affect a positive outcome.
The CM also told me he could do authorize repairs on a system built in 2006, but he did not have the same pre-authorization for a system built in 2007. (Build year is indicated by the first digit of the serial number.) I asked if a design change had been implemented for 2007, the CM did not know. I pressed that the 2006/2007 distinction was arbitrary and meaningless unless there was a documented design change.
The CM told me they had the power to do what is right, but several times he said my situation was a dilemma and he was concerned about his manager’s reaction.
He finally agreed to do the repair as a courtesy and then we spent several minutes getting the info straight and having the CM take me through the necessary caveats about backing up my data etc. It was all OK with me.
D. The shipper arrived with everything I needed. I cleaned out any confidential data, packed it up and dropped the box off at a local FedEx Kinko’s. They took it from there. HP had and is sending confirming e-mails with a link toto a web site with tracking data.
My expected return date is 5/12.
E. I received a status e-mail on 5/5 reporting my system had shipped. Fedex tracking showed a 5/6 delivery and it was delivered. My hard drive appears fully intact and the hinge seems to be fixed. We’ll see how it holds up over time.
May 6th, 2008 at 2:21 pm
Started having problems with my dv9000 and saw this website - got online with HP, as soon as I mentioned the left hinge, they asked for my serial number and started the process to get a box out to me. rec’d the box 2 days later, sent the laptop in on a tuesday, they rec’d on wendsday fixed on thursday and back to me on friday. really appreciate this website to let me know I wasn’t the only one with this issue - thought I would be out of luck being that my notebook was 15 months old
May 6th, 2008 at 3:08 pm
Thanks for all the tips! My Hp pavillion dv9207us was bought mid March 2007. I noticed that the left hinge cracked around that time (after warranty ended). I never move this laptop. At first, I called HP and said it would cost $298. I tried to remain calm, but I got angry, and I got no where.
Then I found this website, read most of the posts, and used the chat line first to create a case number. Shane, who was very nice, initially offered to provide the part number and the closest service center. After reporting to him that it seems that it is a known defect, he offered a case manager, who will call in 24-48 hrs. I asked for a ticket number and he gave it.
I called the case manager number posted on this site, (1-877-917-4380 *94) and spoke to Brenda, who was very nice; She asked for my initial ticket number, and found it on the computer. She made it a point though to state it was out of warranty, so I was a bit nervous.
She took some information, made it sound that ‘taking care of a hinge is no big deal, we can do that’ and is sending me a fedex box, and hp will take care of it, for free.
She did mention, that this will be a one time thing since I was out of warranty (it is now 45 days out). I asked about the possibility of the right hinge also going out, and she put in her information for service techs to ‘look at it’ as well. She created a different ticket number.
Total time: ~1hr; Thanks again for all the previous posts!
May 7th, 2008 at 10:59 am
Update #4 and final
After going thru the recommended steps, got my notebook back and repaired in 7 days, thanks to this site. Hittin’ paypal up next !
May 8th, 2008 at 10:15 am
I am 3 months out of warranty, but stated that the problem began about 7 months prior, so they agreed to fix it for me free
Make sure you get to talk to a case manager about it, they actually listen.
May 8th, 2008 at 3:58 pm
I went through the same as everyone. HP says they are not responsible for it but if you persist and keep on asking for someone higher up you end up with this number 1-877-917-4380 *94 and they can authorize the fix.
Just DON’T GIVE UP!
May 8th, 2008 at 5:18 pm
I had the same issue as described here. Unfortunately I had no idea that this website existed so I had to navigate my way through H-P on my own. Long, long story short….
1) Model dv9000
2) Purchased 12/06
3) Crack appears 1/07 (one month out of warranty)
4) Had purchased extended service plan from CompUSA who went out of business so I wasted a bunch of time trying to get it repaired through that route.
5) First contacted H-P via chat. Person on the other end acted like they had never heard of such a problem before. Gave up when they said I would have to pay $100’s to have it fixed.
6) Contacted a local repair shop who said “oh yeah, we get these in all the time. It’s a design flaw”
7) Called H-P on the phone this time and called them to the carpet. To their credit, they immediately repaired for free. This was in Feb-08.
Everything has been working fine since and the computer was out and back in about 3 days.
To be honest, I’ve had several H-Ps over the years and I have generally found their support to be quite good.
May 8th, 2008 at 5:19 pm
To correct dates above….computer was purchased 12/07 and the crack appeared in 1/08. Issue resolved in 2/08.
May 12th, 2008 at 11:59 pm
I had my display assembly replaced but I have a number of outstanding complaints that have not been resolved and I have therefore decided to apply for a full system replacement. I’ve put up the details at: http://www.koshyjohn.com/hp
Please tell me if you have any tips to get the problem resolved to my satisfaction.
May 14th, 2008 at 12:30 pm
*UPDATE*
I received my laptop back today and its repaired good as new! I am so glad I was able to get it fixed and at no cost! According to the regular customer service #, they told it would be $698..they were wrong! I will be donating to this site because with it, I would have been screwed!
May 15th, 2008 at 2:28 am
HP Pavilion zv6000
I bought that laptop from COMET, in near Eastham London in october 2005 and the hindge broke in september 2007. first the left hindge broke, then after a month the right one is gone. i am still using the laptop, by putting 2 big heavy books behind the screen to support it.
i think there is a design fault with this laptop. because the screen is very heavy and the hindge was not strong enough and was also designed poorly.
i tried to contact HP but they don’t want to replace it because the warrenty period was over. they told me it will cost more than $300 to fix it.
This laptop really have a design fault. It seems like all hindge was broken with less than 2 years time. but why we need to suffer for their design fault? they should replace the hindge without cost, because it’s their fault.
hp don’t use that kind of hindge anymore because i think they already know that there is a design fault.
i am in sydney now, if anyone can help me about fixing the hindge of my laptop, please send me the info at shuvro2k@yahoo.com or you can send me text in my mobile too at +61416970322
May 16th, 2008 at 9:29 am
Long story short, my hinge started to crack while I was deployed to Iraq. No chance to have it repaired there. A few months later it was really messed up, but it didn’t matter as I fried it due to being on an unstable power source. By the time I returned I was out of warranty and thought I was going to have to pay for it myself. Best Buy estimated around $500 to repair. Luckily I found this site. I wasn’t going to settle until I had it repaired for free (figured I would have to pay for the internal parts I fried). Well today I was told everything would be repaired for free and a box was on it’s way. Awesome, if this works out I will def donate to this site. Good luck to everyone else out there.
May 16th, 2008 at 11:05 am
Thank you for this website, truly what the net is all about. Bought my DV9000 in late November ‘06, the hinge started breaking April-May ‘08. Found your website, went online with HP 5 days ago. It seems they have been dodging me. A case manager was to have called within 2-3 days, now it is 5 days and still no call (although there was a note in my file that they left a voicemail, which I never got.) In the past past week have done two online chats and one phone call. Today is Friday, they say a case manager will call Monday. Meanwhile, the service tech noted that this was a “very sensitive issue” and that therefore they needed to make sure it was handled in the proper manner. I will keep you posted as we move forward.
May 17th, 2008 at 12:35 pm
Well I got my computer back and am in the process of getting everything reinstalled. So far no wireless problems. They replaced the motherboard, wireless, screen hinges, and screen casing.
When you get the box to send your computer in, it will have a sheet of paper for you to fill out with check boxes for you to check for all of the problems you are having. Be sure to note all of the problems that you are having with your computer.
Keep in mind that if you have this problem with your computer your computer will eventually crash like mine and others have. Your computer is a ticking time bomb
Wayne Sallee
Wayne@WayneSallee.com
May 18th, 2008 at 12:58 pm
hey all,
i bought my 17″ HP DV9000 Feb.2007 from PC world LIverpool, UK and less than 15 days ago while i was in china the problem of cracking happened to me in the rare left hand hinge and along with that i have experienced some trouble with the system too since the pc stop responding and freezes alot …. any way to sort out the system problem.
thanks alot
May 20th, 2008 at 2:57 pm
Model: dv9030us (Circuit City)
Purchased: 11/2006
Cracked: 05/2008 (out of warranty)
Repair process: 5/6/08 Called HP about ordering parts, quoted $300 for repair. Found
http://www.hp.com/hpinfo/execteam/email/hurd/index.html and gave Mr. Hurd our opinion of HP’s products. Found this excellent site, and went back to Mr. Hurd to share it with him.
5/7/08 Received email from HP that Customer Escalation Team would call us. Sent link to this site to Consumer Reports and the Houston Chronicle, asking them to look into the story.
5/8/08 HP called and agreed to cover repair, although out of warranty. Shipped box to us.
5/12/08 Received box from HP. Removed battery & hard drives before packing for shipping.
5/13/08 Dropped box at local FedEx outlet.
5/16/08 Received repaired notebook; HP replaced both hinges and the LCD cover & bezel. Replaced battery & hard drives. Running like a charm. So far.
The best advice we found on this site was to remove the hard drives before shipping. I would add the link to the process: http://h10032.www1.hp.com/ctg/Manual/c01311536.pdf or http://h10032.www1.hp.com/ctg/Manual/c00778927.pdf.
Our thanks to everyone who took time to post here, as well as to the administrator who has devoted so much time to bringing us all together.
May 20th, 2008 at 3:48 pm
thank you AB! i called HP a few months ago assuming that they would replace the hinge (i have an extended warranty on a compaq presario r3000). i love this nb and take very good care of it and told them that, clearly, it was a manufacturers problem, not a cosmetic issue due to “wear and tear”. i was unprepared for their refusal, and became angry and hung up. the clock is ticking on my warranty so i decided to renew my efforts and fight back! i’m so glad i found this site. i called again today and simply explained that while i am very pleased with the nb, i have noticed that the computer often overheats, which has obviously caused my back hinge to crack… a common problem in many hp notebooks. i don’t know if it was my initial introductory explanation revealing that i had done my homework (and will not accept your bs, mr. tech), that the representative was super helpful, or my respectful, friendly and humorous manner… or maybe a combination… either way, it took less than a minute for him to put in the repair order. i am a little concerned about his speedy agreement, that maybe i’ll get a call from the repair center telling me that there is too much damage and i need to pay $600 (what they originally told me! nuts!), but i made the nice tech dude verify that it will all be $0.
wonderful! i hope everyone else gets their business sorted out. i would recommend: be prepared to discuss all of the info and evidence this great site provides and don’t be a rude jerk because nobody wants to help a rude jerk.
good luck!
May 21st, 2008 at 10:33 am
Just wanted to follow up. Case manager got back to me by phone, noted this was my first service request, also noted that I had referenced this website in my online chat with the customer service rep, and agreed to fix the problem for free “as a courtesy.” Received the FedEx shipping box yesterday, will send it out today. It’s all good!
May 21st, 2008 at 2:23 pm
Thanks for everyones input on this site.
I had first called the general number and they told me it would be $300 to repair, my lap top is about 1 1/2 years old.
Then I found this site and followed what others had said about calling (877-917-4380 ext 94) and the code #C01059646. I mentioned this website, and he was familiar with it. It took about 10 min on the phone, he said they would repair it for free. I shipped my note book out on a Thursday and got it back with a brand new lid the next Monday. I couldn’t believe how fast. They must be getting pretty good at repairing these. Thanks to the webmaster, I will be chipping in a little for the cause. THANKS!
May 23rd, 2008 at 2:33 pm
DV9005US shipped to HP on Mon fixed Wed/Thurs overnighted to me got here on friday.(Was suppose to be a 10 day turn around) There was no hassle in getting it repaired case manager said hinges may be fixed as a courtesy. Was not charged for anything Only hassle was from phone/chat support and the extended wait for an initial call back from case manager. No reformat almost 2 years out of warranty
United States
May 25th, 2008 at 2:21 pm
I to have experienced a problem with my dv9207 notebook. I had almost decided to send it back to hp for repair. It is 2 months out of warranty. i calleed th 800-INVENT number and got a very nice gentleman. I explained my situation and mentioned this web site. He told me he was one of the first ones to handle this problem. He told me he has been instructed to take care of it regardless of whether I’m out of warranty or not. He sent me a box with packing and a return label to ship back via FedEx. I boxed it up Mon.5/19/08 and shipped back to HP. I received it back from them with a whole new screen,hinge, ect.this Fri. 5/23/08. Four days!!! Great job. I am very pleased.
May 27th, 2008 at 12:10 pm
Well I just got my newly repaired DV9000 back fixed.
They have fitted 2 new hinges, a new display and a new display cover.
Very pleased that I got this done as unit was way out of warranty…Just wondering how long these hinges will last though.
Altogether a pretty good experience with HP and the repair dept, although I am sure had I not be forewarned of this problem during my chat time with them they would have tried to get out of repairing it.
Thanks so much for this site, I would be the owner of a new (Non HP) laptop now had I not stumbled across this site!!!
May 28th, 2008 at 6:59 am
Hello Everyone. I have an HP dv9000 series notebook that I purchased in Dec. 2006. My warranty ended in Dec. 2007. The “hinge crack” started about 2 weeks ago.
After I found this site, I contacted HP via their online help last Friday. I was basically told that my laptop is out of warranty and that it would cost $298 to repair.
This morning I contacted a Case Manager (George McPheen) at 1-877-917-4380 ext. 94. I was prepared to stand my ground concerning the defect and that “being out of warranty” should not matter. To my surprise, George was absolutely terrific. He was aware of this issue. He took down my information and told me that HP would repair my laptop at no expense to me. He said my FedEx box would be here in 2 days or less and that the turn around would be approximately 7-9 days depending on the availability of parts. He said that they will also do a complete diagnostic checkup on my laptop and replace the motherboard, if needed (apparently some people have experienced wireless issues but I haven’t thus far).
George told me to call him if I had any further questions or wanted to know the status of my laptop. I also asked him about an extended warranty and he told me to call him when I’m ready to buy one and he will take care of me.
When sending in your laptop, you can keep your charger and battery. George did ask me to leave my harddrive in the laptop….I guess for some of the diagnostic stuff but that’s fine with me. I have nothing to hide but will backup all of my data and probably reformat/restore my computer to factory defaults to be safe, since I do work for clients and process financial transactions.
Make sure you document your case number and order number. The order number must be written on all four sides of the return box.
Best of Luck,
Scott
May 29th, 2008 at 8:29 pm
Hi, Yesterday I called HP tech support twice and spoke with two different Indian people getting no where. After that I tried getting a hold of tech support through chat, also getting no where. So today during normal bussiness hours I called 1-877-917-4380 ext. 94 and spoke to someone and gave explained to him my situation stating that the laptop hinge was broken because of an HP defect and it seemed promising until the warranty issue came up (my warranty ran out Dec. 2007). So I called the Case Manager number a second time about 30 mins. later in hopes of speaking to someone else, and luckily I did get someone else. We spoke for maybe 20-25 mins and it was promising the whole way, when she finally mention that she will send me a box to ship my laptop in for replacement. Turn around was quoted at 7 days.
My laptop situation…..It had the broken hinge on it for a few months now, but since I use it only as a desktop and never go mobile with it, I did not see this as an issue. Last night my computer suddenly just froze on me and when I try to turn it on, the screen is black with blobs of dark silver/white on it. It still turns on but I cant see anything except blobs, even with a flashlight and I have better than average vision. So Im wondering if the hinge breaking and cracking the side/exposing the insides has caused some wiring to loosen. Anyway if anyone knows more about LCD screens/laptops ( I only have experience in taking apart non-laptop PCs) I would appreciate it if they would shoot me an email at joekaveh@gmail.com Oh btw, I will be donating some money to the cause, this site helped so much. Thanks to all the people who posted and of course the webmaster/admin!
May 29th, 2008 at 8:30 pm
(sorry for all the spelling and grammar errors) in post 58
June 1st, 2008 at 9:16 pm
I chat with HP online, got a box for me to ship in for replacement.
please download ” CoreTemp ” from the link below to measure your pc’s core temperature.
http://alcpu.com/CoreTemp/
the normal temp should be under 60-65 which is normal.
abnormal core temperature will hurt your system and short computer’s longevity.
the DV9000 series not follow the industrial standard, therefore, HP should offer lifetime warranty on dv9000 issues lifetime.
I also have heat problem, but fortunately, it is not cracked untill now. I am pretty sure, sooner or later, this machine will die due to the overheating issue because the hinge area and touch pad extremely hot with temperature up to 80-90.
You can find too much much complaints online if you search by the key words “overheating dv9000″ “hot dv9000″, ” issue dv9000″, or whatever you can imagine.
call HP for compensations.
June 2nd, 2008 at 2:47 pm
Well if you call the case manager number, just hang up if you get Burke/Burt. I couldn’t even get my problem out before he asked “How did you get this number?” I mentioned the website to him, and he said “No. No. That’s not right.” So I told him the site listed the complaints of hundred of HP owners with this problem, and that this number was recommended. He promptly told me “Well they were wrong,” and hung up.
June 3rd, 2008 at 11:35 am
update (post 58). Called/chatted with HP on the 29th, got the box 2 days later, and today June 3rd got my laptop back in working order!! The following items were repaired/replaced: System board/LCD Bezel/LCD Cover/ Keyboard/ Hinge. They gave me new everything, and even replaced my keyboard (which was working fine…?) The overheating got so bad that my computer would turn on but not display anything, even after airblasting the fan and insides properly. Thanks so much for this website!! I just donated 10 bucks for the cause. Good luck to anyone else who has problems with their broken hinge!
June 4th, 2008 at 12:22 pm
I purchased my Pavilion dv9005us in late November 2006. The hinge broke 2 days ago, so it was about 6 months out of warranty. I called the HP Support line (800-474-6836). I first talked to Jeremy who tried to be helpful, but ultimately said that since my computer was out of warranty that I would be charged for the repair. I asked if I could speak to a manager. After being on hold for several minutes I was put through to Monica. She was very helpful and agreed to send me a box to return my notebook. The estimated turnaround time is 7-9 days. Without the information on this blog, I doubt I would have been sucessful at getting HP to fix it on their dime. I’ll be sure to make a donation.
June 5th, 2008 at 11:52 am
I purchased my dv 9008 in Dec of ‘06 from best buy. First my wireless card stopped being recognized. Then about a week ago i noticed the left hinge was not working properly. Now the hinge is completely broken. I first talked to HP regarding the wireless card and was told i was out of luck since it was out of warranty. After the hinge broke I called back. They now say the card will be fixed for free but said a supervisor will call me to discuss the hinge. I had the rep. look at this web site and it helped very much. They are sending me a shipping box with prepaid shipping and gave an estimated turn around of 7-9 days. They know there is a problem you just have to force the issue.
June 6th, 2008 at 9:32 am
Last saturday my left hinge of my DV9000 broke, today (friday) I finished fixing it myself.
After grinding off the metal strip which tore off, I made a duplicate out of 2.5 mm stainless steel. Sawed, bend and drilled it. After reassembly it worked just fine.
Only need to glue the coves and it’s better than new.
June 6th, 2008 at 6:32 pm
Success Story - Update to post # 57 on this page.
Don’t waste your time contacting HP online. Contact a Case Manager at 1-877-917-4380 ext. 94. I spoke with a Case Manager named George McPheen or McPhee and he provided probably the best service I have ever received from a company. He listened to ever word I had to say about the cracked hinge and never said one negative thing to me…such as the laptop being out of warranty since Dec. 2007. He told me that HP would fix it at no expense to me.
I received the box from George and shipped my dv9035 laptop to HP. The received it on 6/2, repaired it like new and returned it to me on 6/4. I was amazed at how quickly they repaired the laptop. I also received an email from George stating to contact him directly if I experience any issues with my repaired laptop. George provided excellent service concerning this issue.
Best of Luck to everyone here,
Scott
June 6th, 2008 at 6:45 pm
go to hp chat support. tell them your left hinge is broken. tell them to talk to their supervisor if they haven’t heard of this being eligible for a free repair (warranty or not). they will tell you that a case manager will call you within a day. be sure to get your case number. if this doesn’t work keep trying different people on hp chat support. this a known issue and people deserve a reliable computer.
my hinge didn’t even appear to be broken when i noticed my lid casing separating around the left side of the screen.
if your screen casing is separated, it is a problem with your hinge not supporting the weight of opening and closing your screen. it is a known issue that hp will fix for free, since it really is a problem with their design of the computer. the plastic parts are no match for the heat of this computer. i hope that my new parts last for much longer!!
i just got mine back a couple days ago good as new, 7 months out of warranty. my left hinge was sunken down a bit further than the right, separating the screen casing over time. they replaced the plastic casing, the keyboard and both hinges for free. I LOVE HP
June 9th, 2008 at 8:22 pm
Another success from the direct case manager line. I spoke to James and although he didn’t say, I could tell he was familiar with the problem and had been through it before. Took less than 15 minutes and that includes him reading you the tracking numbers and stuff which is half the time. Even though the hinge broke, this experience does make me confident to buy from HP in the future.
June 10th, 2008 at 1:42 pm
I just bought one of these laptops used on craigslist, and I fear I’ve made a big mistake. The left hinge on my laptop is cracked and is exhibiting all the same problems listed by others.
Does anybody know if HP will hassle me about not being the original owner? Is there any way they can tell whether I am the original owner or not?
June 10th, 2008 at 2:37 pm
After reading the following on hp.com, I decided to just call them: “If an end user transfers ownership of an HP product to another end user or company, the remainder of the warranty period may also transfer to the new owner.”
The CS rep I spoke with said he was aware of this website and of the problem being a defective part, but that the #C01059646 code is no longer in effect. He was quite courteous, but said that there wasn’t anything more that he could do. He said that code was effective for about 1 year and recently was rescinded.
Any suggestions? Should I call back again tomorrow and try to get somebody else?
June 10th, 2008 at 8:52 pm
I have a HP-DV9207US with the bad hinge on it. I contacted HP through the chat and the tech said he needed to escalate it and I would receive a email from them within 2 hours with a case number. The tech also said someone would call me within 72 hours so I guess we wills ee what happens. I will keep you all informed on the prgress. Thanks for this website.
June 11th, 2008 at 1:43 pm
Just cut the hinge shaft off, but leave enough to epoxy a pen cap on the end. You won’t notice a difference. Fuck HP.
June 12th, 2008 at 10:38 am
My dv9009nr screen began coming apart just a week or so after the 1-year warranty expired. At first, I just snapped it back together and all was fine. But eventually, as you all can guess, it stopped snapping back together. I now must tightly hold the left hinge together as I open and close the laptop in order to keep the thin plastic surrounding it from cracking under the stress. The wireless card and vga videa-output have also failed, which I believe is also because of the excessive heat of this unit. I contact HP by support email, as I prefer to write out my complete request instead of answering a hundred irrelavent questions over the phone. (This was 6 months after the warranty expired). The reply I received apologized for the problems and stated that a service repair had been initiated at $0.00. I received the box this week to send in my computer. I’m also assisting my aunt with her support request. She has the same model laptop, and, you guessed it, her hinge is breaking. Her first response stated that the issue was being escalated to the case manager and requested some additional information. I will update you with the results of both of our repairs. All seems to be going well so far. I agree with those who’ve said that if you contact HP, be assertive yet respectful. It may get you better results.
June 13th, 2008 at 5:56 am
I hate to say it but it is happening again. I had my dv9000 fixed for free from HP on April 3, 2008. now the hinge is getting loose again. if i remember correctly first the hinge would get loose then the cracking noise then snap.
I think the hinge problem will not go away. i strongly think HP should give us all replacements AKA different Models. since i was given only a 90 day warrenty on the repair. i am screwed, so i will take legal action just for me, AKA a small clames court.
i am pissed that the HP tech rep stated that it would not happen again. maby i can use that against them.
so i had a success story but now i am back at before it was fixed. Prepair to get more complaints.
June 16th, 2008 at 4:30 pm
Funny. HP is totally aware of the problem with the dv9000 series. If you have a NB with this failure, and the NB is in warranty, they’ll have to fix it, if the NB is out of warranty, they’ll catalog the failure as customer induced damage. That’s ridiculous.
That explains why they’ll ask for a charge. Just escalate and a Case Manager will place the order at no charge. Don’t loose your patience it or else you’ll continue with the same problem. Don’t call the Case Manager directly, they might hung up on you. Case Manager’s from the US suck great time.
June 18th, 2008 at 9:54 pm
Another success story. After finding this website I contacted HP - my DV9060US was 2 weeks out of warranty at that point. I started with web chat support and got the run-around. The agent then said that after the proof of purchase was received, they’d fix the hinge problem since it was so close to the warranty expiring. After no contact after two weeks of sending the scan of the proof of purchase, I went back to the chat support. This time the flatly said that my DV9060 was out of warranty and wouldn’t be fixed for free. They stated there was no record of a supervisor approving the fix. I then asked to speak with a supervisor. I got a US 800 support number. I had to start ALL over again - and once again was told that the notebook was out of warranty. I asked to go to a supervisor and finally got a case number and sent to the QA support line.
This agent took the information and informed me that my particular model wasn’t covered by HPs hinge repair campaign.
At that point I called AMEX - they offer an extra year of warranty if that card is used for the purchase. I made the error of stating that the hinge was creaking several months before I contacted HP - so they said “sorry, we can’t cover it because the failure occurred before the warranty expired” … yet HP stated they wouldn’t cover the repair because I reported it two weeks after the warranty expired. A real catch 22.
I called back to HP’s QA support and got another agent. Apparently they have terrible record keeping, I calmly explained that a supervisor had approved the repair and I was getting the run-around. This agent quickly agreed to fix the hinges under warranty and had a box sent out the next day. I reported that the keyboard was sticking and that the power adapter plug-in was loose.
HP fixed the hinges, replaced the whole lid (benzel) and keyboard. The AC adapter plug still feels loose.
So, don’t take no to an answer, keep asking for a supervisor. If you get the run-around. Hang up and call back and you may find a better customer service agent.
June 19th, 2008 at 10:46 am
Without this website, I would never have contacted HP for repair and simply purchased a new laptop at the point that this one failed entirely.
I contacted HP via online chat. I refused to pay for the repair or a warranty. I asked for a warranty repair. The laptop was 8 months outside the warranty. Online chat escalated the matter to a case manager.
2-3 weeks later a case manager called (by that point I did not expect a call, I figured I was going to have to start the process via chat again, but I just had not gotten around to it).
The case manager indicated that there was nothing HP could do. I objected, she put me on hold, came back to the line and then offered a free repair.
I think the key all along is to state simply that this is a design flaw/defect.
A shipping box was sent to me a day or two later.
I have shipped it to HP and I am curious to see the condition the laptop returns in.
At this point, I am happy with HP’s response, although they should take responsibility for this design defect and issue a recall.
After I noticed I was having a hinge issue, I stopped opening and closing the laptop and I got by with it for a while. The most damage was caused when I closed the laptop to ship it to HP. The screw came out and the lid separated more than it had ever before.
I did find one site with a do-it-yourself repair, but I would never have been satisfied with my own repair.
June 22nd, 2008 at 6:15 pm
Hi all:
Well, I purchased TWO DV9000s before I ever heard of the hinge crack issue. Purchased one for a non-profit I work for and another for my home-based graphic design business. I have not had a problem so far, but have had both machines less than a year each. I bought them as desktop replacements and use them all the time. Hoped to see them be 5-7 year computers for us. I like them, but am concerned about the hinge issue.
Questions:
1) Is there something I can do in handling the machines to avoid the problem?
2) Will every machine eventually experience this problem?
3) Can I expect HP to fix the machine at little or no cost if I have a problem?
4) Should I spend the money and buy an extended warranty? If I do, will it protect me for this issue?
Any feedback would be greatly appreciated! Thank you!
June 23rd, 2008 at 3:54 pm
Ok, I think this site has come full circle…when i was complaining to HP, i was fully assuming that my 2 year old had somehow done this job on my notebook.
The actual “case worker” at HP explained to me that this was a “common problem”, caused by HP’s decision to load the left side with all the heat. He actually pointed me to this website! Gave me the actual address. I pointed out that he basically just admitted fault and he started to stammer a bit. I’m sure HP would be happy to know how helpful he was!
June 24th, 2008 at 2:03 pm
Yes, purchase the accidental damage protection, it will cover you for everything
June 25th, 2008 at 2:16 pm
First of all thank you for this site and to everyone who supports it! I just finished contacting HP and with the info. provided here I was referred to a case manager who will call me. However, I was thrown by a question asked me about the cracked hinge - which was, ” Are you refering to the plastic piece or the metail clip ?
I don’t see a metal clip, it seems to be the black plastic casing. Am I missing something? How should I answer this question?
June 28th, 2008 at 8:41 pm
I am a little excited that i may be receving a Replacement Laptop because of having this Hinge Crack Twice in 4 months.
All i can say is i hope the new models don’t have these issues. i am probably getting a simular configured model. a core 2 duo, geforce 8600m 512MB, 2GB RAM, 250gb Hard Drive.
HP was better than Dell to me, but after all of these problems… i don’t know.
July 1st, 2008 at 4:05 pm
Thanks to all of you for your helpful insights to this problem. I have had similar problems since March 08 when my hinge cracked. I purchased my DV9000 laptop in December 06 and all was well until several months ago. I called HP’s customer service number after trying the online chat which produced nothing positive. I spoke to a Level 1 tech who didn’t help, asked for a Level 2 supervisor who didn’t offer much help and finally was referred to a Case Manager named Todd. He was very helpful and seemed to immediately know about the issue, even if he didn’t directly comment on it. After some research, he came back with the offer for free shipping and free repair of the defect. He really didn’t question me much at all. Only to say that HP has sent a “directive” to their Case Managers, as of July 1, 2008 to offer FREE REPAIR to those with this problem!!! So, my advice: be persistent! You have to state your case to the lower level SP’s but once you work your way up the line, it seems to get easier. It’s almost like they want to discourage you early on so you won’t pursue it further. Don’t give up! We’ve paid way to much for these computers and I don’t care if the warranty is up or not! They should be responsible for the fix! I’ll write back with an update once the box comes and things progress. Best wishes to you all!
July 2nd, 2008 at 4:38 pm
Well I have to say this site is working wonders!!! I thought I was screwed when my hinge broke. 3 months out of warranty, I called HP and pushed a little bit, I referred them to this website and had a case manager assigned to my issue. I had a call the next day from the case manager who told me it would cost $300 for the repair. After explaining the wide spread issue that has been found he offered to have it shipped in free of cost, no guarantee on the repair though. I sent it ready to tell him to shove it if he expected payment. after one week my laptop is back in my hands no charge completely repaired. I am very greatful to this website and to HP for their prompt service and repair. Good luck for those reading this and dont give up!!!
July 3rd, 2008 at 9:03 am
I am so glad I found this site!! I just got off the phone with HP after reading the step by step help on this site and a box is on the way for my hinge problem with no charge! It was smooth and worked great. I too will be sending a donation to this site. Thanks again to everyone.
July 3rd, 2008 at 1:26 pm
Hello all, I had this problem in June, so I use HP Chat to present my problem, and the person in charge said me that I wasn’t under warranty, so she couldn’t do anything, but that she’d scale the problem… she told me they will call me in 2 business days.
After 3 weeks!!… they call me and told me they will repair the notebook without charge, since it’s a common problem with dv9000 series.
I got the box and they returned it after 1 week completely repaired =).
They re-imaged the HD (I don’t know why), but well…
I’m pretty happy, they even solved a problem I forgot to mention about hibernation on windows.
July 6th, 2008 at 1:50 pm
Success…maybe:)
My dv9000 was purchased in November 2006. Around January 2008, the hinge started to break. It was bearable for a while since I really hated to have to pay to fix it since it was just out of warranty. I let it go until now. Finally all three threads that hold the screws in broke off and things just started to come apart. After looking for replacement parts on the internet, I found this site, and realized the problem was not due to operator error, but to a “design defect”. After reading through most of the posts I decided to call HP at 800-474-6836. Like most, I intially spoke to a customer service rep from India. I was told my laptop was 238 days out of warranty but was sent to a technical service rep. I again explained the situation to the techincal service rep, but was told since it was out of warranty, I would have to fix it on my own. After explaining the information I learned here, to little avail, I asked for a floor supervisor. The supervisor initially told me the same thing(it was out of warranty.) I again explained what had happened and that I learned on this site that thousands of people had the exact same problem with this model, and that it was due to a “design defect” (phrase used courtesy of an earlier poster:), and that I felt HP should take responsibilty. The floor supervisor agreed and said that they would fix it for free. I was sent back to the technical service rep, who documented the case, took my information, and then transferred me to hardware service rep to have a pre-printed fedex box sent to me. I was assigned a serice # (in this format XXX111-01) and was told that I could check the status at hp.com/go/csostatus. The entire call took about 55 minutes, but thanks to the information on this site, it should be worth it.
July 7th, 2008 at 7:24 am
I bought a HP Pavilion dv9334us in June 2007, and on July 6th 2008, my hinge cracked, just two weeks out of the warranty! At first I freaked and blamed it on my boyfriend who had just been using it, but after googling it to see if I could fix it myself, I came to this website. I spent hours on the phone with HP trying to make them realize that I did not cause this and that there was a website dedicated to it, but upon hearing that there was a Service Enhancement # (C01059646), they became more willing. At first, they told me that there was no service enhancement on my product, but after I told them to google it and they read that it allowed for one free, out-of-warranty bench repair, they referred me to the case manager and said he would call. I was pretty skeptical because I had heard that they say that but it’s usually not true, so I told them my concern and they said the case manager would definitely get back to me in two days, or I could call back and ask for him myself between 8am and 5pm. However, I’m pretty sure my case manager had had these complaints before because when he called me this morning (less than 12 hours after the break!), he told me he was sending a box and didn’t even ask me anything about it. $300 saved!
July 8th, 2008 at 3:28 pm
Purchased HP Pavilion dv9235nr March 15, 2007 at Best Buy. Last night, June 28, 2008, hinge on bottom left cracked and small nut fell out to desk; hinge now seems loose and am not sure how long it will support screen.
Called HP June 29; case worker called back as they said June 30. After our conversation he said he would send a box for shipping to Ca.. I insisted that both hinges, broken left and ok right would be replaced and he agreed. Box arrived July 1 and I sent laptop off July 2. It was returned today, July 8, and everything works fine. Thanks for the site and the information it provides.
July 10th, 2008 at 11:48 am
I have a DV9225US and it cracked allmost a year after i got it. I just did the online chat with HP and am waiting to hear back. they guy i talked to promessed i would be contacted with in 48 hours… just time to wait and see
July 10th, 2008 at 3:54 pm
After reading all the posts, I did the online chat with HP tech support and got a service ticket number. The tech support person told me that she was escalating the case to a case manager and told me I would get a call within 48 hours. In less than 24 hours I had received a call and after talking to my Case manager (David - ext 08), he agreed that this is a well documented issue and that HP would be happy to replace the parts for free. There is a box on the way to my house tomorrow or the next day and he promised a turn around of less than a week. I also told him I would be removing my hard drives and battery and he said that was fine. My laptop was purchased in Feb 2007, so it is VERY out of warranty. He didn’t care, and said that since this is a widespread issue, HP would be picking up the tab. If any of you run into someone that is not sympathetic to your case, remind them that you are a laoyal HP customer (I have 3 laptops, 1 desktop, and 1 laser printer of theirs), and that should help grease the skids. My case manager was very professional and helpful. He explained that he will be seeing my case through, and that if I have ANY questions, that he would be the one to ask. He also said that he will be sending me update emails and calling me to tell me when the laptop is on it’s way home. I also got a website (www.hp.com/go/csostatus) that you can plug your case # into and see what is going on at anytime. HP seems to be stepping up to the plate and this is a more than fair solution to my issue given the fact that it is no longer under warranty. I hope you all have the same pleasant experience when you contact them.
July 10th, 2008 at 8:49 pm
I’m so glad this website exists. It may have just saved me. I bought my laptop in June of 07, dv9000 model, dv9317 to be exact. It was my brand new shiny computer to take to college with me. At school I had it positioned on a laptop stand by the air conditioning to make sure it stayed cool. I barely ever moved it from there, but my life revolved around everything this laptop did for me. Coming home for the summer, the laptop was moved around quite a bit more and started making a cracking sound when opening and closing. I had no idea what this could be but I continued using my laptop. the black frame eventually started popping apart when I positioned the screen so I would snap it back together and continue on. Soon after, black bits of plastic started falling out and then the hinge completely broke. That was a week ago. I am out-of-warranty by a month and an extended service plan I bought through Sam’s club when I purchased by laptop covers only mechanical and electrical failure. I was about to give up and pay for the repair(Which would have literally drained my bank account…I’m a college student) when I decided to google my problem. I took very good care of my computer, never dropping it or mistreating it and keeping it as cool as I could when this all happened. I KNEW this was not my fault. This website gave me the support I needed to make HP fix my problem. I got a case number, spoke to my case manager and referenced this website. My computer is getting shipped tomorrow to go to the repair center to be fixed free of charge. Thank you for the site, the support, and all the information. I’m passing this site on to everyone I know to help get allocations to keep it running. Fight back against this manufacturing defect!
July 10th, 2008 at 10:49 pm
Thanks Hinge Crack Guy
Bought my dv9005ca off craigslist in vancouver last year notebook hinge started cracking in March this year wasnt happy but dealt with it, but it started getting worse alot worse i couldnt close it, then i found this site got lots of info decided to phone hp, they basically said sorry bud out of warranty. what happened next was a blessing in disguise my wifi stopped working so i called back now a month later told them the scoop they said they can fix the wifi out of warranty due to a HP Limited Warranty Service Enhancement but he said he could not fix the hinge i said thats crazy, i was then giving a case manager, she was not 100 % they would fix the hinge crack but pretty sure they would. so anyways the box came back last week everything fixed i almost shed a tear, i hope this helps somebody like somebody else helped me
Hinge Crack man im sending you 20 paypal bucks tonight
Thanks again
July 11th, 2008 at 2:26 pm
I purchased an HP dv9000t and even though it was under warranty at the time the hinge broke I was told by HP that it was NOT covered under warranty and there was nothing I could do. After my warranty expired I contacted HP after learning of your site and explained my situation again, and again was told that my particular model was not covered by any repair protocols as the DV9000T is not a model that HP has had any problems with.
I’m extremely angry that HP did this and will NEVER buy another HP product again.
July 12th, 2008 at 1:12 pm
Computer: dv9000t purchased 11-4-2006
Thank You for providing this website. I followed the information posted here and just received my computer back with a completely new LCD case. HP provided excellent service without much effort on my part. I am now totally sold on HP and will certainly continue to purchase their products. Ok, this is how I went about it.
1. established case with online support. the important part of that conversation is as follows:
Marco: I have checked and I regret to inform you that the warranty on the Notebook expired .
Customer: yes i know that, but i understand this is not a warranty issue but a design flaw on this model
Customer: and customers have had their computers repaired whether out of warranty or not by HP
Marco: let me check with my supervisor and see what best I can do for you in this case.
Customer: thank you Marco
Marco: I have checked and find that as the Notebook is out of warranty I can escalate the case to the case manager who will call you regarding the issue within next 24-36 hours.
2. never received that call, so I called the 877-917-4380 ext. 94 number. Had to explain situation all over again. Again i was told it was out of warranty. I politely, calmly explained that it was not a warranty issue but a design flaw; referenced this site and how many HP customers received excellent service with this problem; that I owned many HP products (which I do). Those seemed to be the magic words to have my computer sent in for repair. The HP representative was very nice and helpful and even gave him personal number and extension for further help.
3. Turn around time was less than a week over 4th of July holiday. When I received my computer back there was a problem with the hard drives I had taken out before sending in my computer. I called HP tech who spent considerable time with me until it worked perfectly.
I wil