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SUCCESS! HP now providing free repairs for some hinge cracks!
By admin | December 4, 2008
Great news!
Because of the great supporters of this website, HP has now issued a limited repair authorization for some models of notebooks with hinge cracks. This is a huge step, but it doesn’t help everyone.
Here is the link from HP’s site:
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URGENT SUPPORT NOTIFICATION FROM HP
************************************
HP Pavilion dv9000 Notebook PC Limited Service Enhancement Program
HP is offering a Limited Service Enhancement Program through May 31, 2009 for the left display hinge on the HP Pavilion dv9000 notebook PC serial number that you registered.
If you experience a broken left display hinge before May 31, 2009 or previously paid for a left display hinge repair, please refer to the HP website at: http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
If you have not experienced a broken left display hinge, no action is required on your part.
Sincerely,
Hewlett-Packard Company
Unfortunately, this only covers the dv9000 line and only if you have a left hinge crack. For others, we are still working for you!
Please note that if you paid for a repair, HP might be willing to reimburse you, so go to that link and get in touch with HP ASAP.
Thanks again for those who helped make this site a success. We are still working over an hour every day, chopping spam, working with individuals with problems, and trying to move forward with HP to cover ALL hinge cracks on ALL notebooks, in or out of warranty.
If you haven’t supported this site with your small contribution (even a few dollars helps!), please consider making a Paypal contribution today. It’s fast and cheap and it helps me overcome the many hours a week I spend approving your comments and pushing HP for more consistency in customer service.
And if you’re bored and don’t have a hinge crack problem, go read what I had to say about the Chicago Tribune Bankruptcy ploy.
Topics: dv5000, dv2000, dv8000, dv6000, dv9000, HP |
December 4th, 2008 at 3:05 pm
This is great news! Thanks for all of your hard work…I am backing up my data and sending contacting HP!!
December 4th, 2008 at 3:12 pm
I contacted HP the week of 12/17/08 and they confirmed this would be a free repair for me. My warranty expired months ago. They sent me a box to ship it back to them in. The paperwork they sent me referenced it being under warranty which worried me a little bit, thinking that the HP phone rep misunderstood me. So, I removed my main hard drive and placed my 2nd drive in the 1st slot (after deleting any sensitive data I had on it) and sent the machine to them on Monday 11/24/08.
I promptly received an email from them with tracking info from fed ex. Then, on Wed I got an email stating that my computer was fixed and on it way back to me. It came to my house on Friday 11/28/08. That was very quick! They reformatted the drive that I had left in the laptop with Vista OS and a partition with the HP system backup files. I replaced my main hard drive back into the machine and removed the spare that I had sent with the laptop. When I booted for the first time it had to reinstall a few drivers and then it was up and running fine.
They sent a sheet back with the computer that showed what they repaired. My left hinge was just barely cracked when I sent it in and here is what they replaced; New System Board, New LCD Bezel, New LCD Cover, New Keyboard and New Heatsink Fan.
I am so happy and pleased with HP and will definitely buy another HP next time.
Now I just gotta figure out how to setup my 2nd hard drive in raid config to keep a backup of drive 1 in real time. Not sure how, but will research that another time.
December 4th, 2008 at 3:29 pm
I received this information in an email from HP a little over a week ago. I nearly jumped for joy when I got it. Being the stubborn woman that I am, I refused to pay out of pocket to fix something caused by HP’s own flawed design (which I told their tech support people many times while trying to get a repair months ago).
Oddly enough, the email’s arrival coincided with my laptop’s motherboard suddenly ceasing to recognize its wireless card (a known flaw that is covered under a separate Limited Service Enhancement Program). I called HP Support, and they were very helpful in getting the process started for me to send in my laptop for free repair of both issues. I received the box a couple of days ago and have been backing up my PC in preparation of sending it in for repair.
Thanks so much for all your hard work, and for all the hard work of the consumers who contacted HP and fought for a fair solution to this issue. Hopefully the other HP notebooks with this hinge-crack issue will soon be included in a Limited Service Enhancement Program, as well.
December 4th, 2008 at 4:39 pm
Just make sure that where ever you end up taking it…..remain calm when they tell you that it obviously looked like you dropped it. It’s not worth arguing with people who think they know better than you.
I had mine repaired quite some time ago and it only took a week or so to get it back.
Backup your data! It is a possibility that they could re-image your hard drive. That will set everything back to the way it was when it came out of the box.
I still had SuSe Linux installed on it when it came back so I was happy.
Good luck with your repairs………
December 4th, 2008 at 4:42 pm
Remove the hard drive before sending in, I did and there was no issue repairing. That way you have your data, you don’t have to worry about it not coming back.
December 4th, 2008 at 5:07 pm
What about the zv6000?
December 4th, 2008 at 5:33 pm
Ok, thanks for the freebie, but their website says the free repair is not extended to computers beyond 716. Talk about a numbers game. Mine is 723. They didn’t change design, so I’m interested in finding out if any of the 716 and below customers, give a damn about those of us experiencing the same problems they are, because hp did a wonderful job of pulling this “free repair” crap without being sued requiring a full recall for ALL affected models. They kept selling these hinges folks.. they are picking the oldest batches to avoid a full scale.. those with newer serial numbers, are just now starting to have cracked hinges.. mine cracked two to three weeks ago.. about 97 days after warranty expired.
December 4th, 2008 at 5:42 pm
Thank you for contacting me! Just called HP and they are going to fix my almost 2 year notebook for free. They are sending my the box with a pre-paid next day Fedex label on it. Told me it is about 7-9 day turn-a-round.
December 4th, 2008 at 7:54 pm
Is this US only?
I’m in the UK. DV9267EA. Will be contacting them on Monday…
December 4th, 2008 at 8:31 pm
This is wonderful news…however, of course mine is a right hinge crack. Yay me…It could have been worse though. Its alo a zv600 so im not too upset. will be ordering the parts to fix myself plus other side hinge too so as to prevent having to buy the parts again…since mine is a work/school cpu I cant send it away…if they ever to decide to own up hopefully ill get a refund. *sigh*
December 5th, 2008 at 9:52 pm
Im waiting on the box to send it in. Im very excited! I also have the issue with the system not recognizing the wireless card and I hope they address this as a free fix as well. Wendy from above, if you have any info regarding this 2nd issue that might be helpful, i would love to have that! Thanks in advance!
December 6th, 2008 at 4:10 pm
I would encourage everyone to call HP. Using the website it appeared my dv9000 series did not fall into the limited replacement category. I called anyway and the tech is sending the box now.
FYI - HP does warn that a system restore will be performed. I would Ghost your hard drive or make a copy of all you files to a USB drive (which I would recommend for daily backup anyway: ).
Good luck
December 6th, 2008 at 5:01 pm
This is awesome my boss will be quite happy. I’ve been using his laptop (dv9000) for the past month cause mine broke down.
The hinge went about August sometime
Thanks soo much
December 9th, 2008 at 4:38 pm
i sent mine in a couple days ago! im so grateful for this website. i told hp support about this website and when i wrote to the ceo of hp i also informed them about this website. (it was a nasty wall of text about how disappointed i was in them and how i will never buy an hp again if they weren’t going to do anything about this infamous issue.) well see when i get it back how it is! im so happy i can actually carry my laptop outside my home and actually close it! thanks to everyone pushing for this!
December 10th, 2008 at 5:22 am
Well, she’s all packed up and heading back to HP. Stay tuned for turn around time.
December 11th, 2008 at 8:15 pm
My DV9000 hinge cracked 4 months after purchase LAST YEAR, long before the warranty expired! Of course, HP said, “No dice. Personal damage.” I called many times over the past year and even had one rep tell me to close the lid and buy a new laptop. Of course, I said, “Yeah, a TOSHIBA.” I even had some simply hangup on me, no matter how nice I was. Tonight, I called HP AGAIN and mentioned the Limited Service Enhancement. To make a long story short, my Fedex package will be in the mail, tomorrow. Thanks! My prayers have finally been answered!
December 15th, 2008 at 1:22 pm
Will this not cover the DV6700?
My notebook’s left hinge is busted as well, and from what I can see it is the part where the video and power cords travel into the lcd screen.
Does it have anything to do with the cords pushing and pulling the plastic caps? My left cap is so loose that sometimes I can’t open my screen all the way back. I can’t seem to push it back into place either.
Thanks.
December 15th, 2008 at 8:33 pm
Great news! In 5 days…two of which were Sat and Sun…the laptop is back. Appears to be the same screen (LCD), but the entire bezel, inerds, outter cover and hinges are all new, just like when purchased. I want to thank this site again, because without it, I don’t think HP would have stepped up to the plate. I will now open and close the laptop trying to support the left hinge area, so as to prolong this repair as long as possible. Because unless they redesigned it, it’s gonna happen again.
Well that’s it…I’m happy for now.
Good luck with your repairs.
December 16th, 2008 at 5:53 am
It’s great that customers are setting up sites like this. Because HP has been censoring our posts on the HP web sites. Sites like this allows the truth to be told, and alows us to share information on how to get HP to fix our laptops for free, as they should. This site has been a great help to so many people. Thanks for putting this site up.
Also another such site that is really taking off is http://www.hplies.com
You won’t see http://www.hplies.com posted any of the HP forums because as soon as it is posted, HP deletes it. They don’t want anyone to know about it.
I have posted this site notebookingcrack.com a number of times on the HP forums, and have not seen it get deleted, but HP is running scared of this other site.
Wayne Sallee
Wayne@WayneSallee.com
December 26th, 2008 at 10:56 pm
I know that my model doesn’t fall within their repair parameters, but I’m hoping to get some answers. I got a refurbished hp compaq nc4010 and the left hinge has cracked completely and the plastic cover for the hinge is cracked as well. I got it as a gift and don’t know who the seller was, if I found out who, is the seller responsible for selling bad product and thus responsible for the repair, or since it was a viable transaction I’m now stuck with the bill?…
December 31st, 2008 at 8:13 am
Same thing happened to me: my computer’s left hinge broke out of the blue; as well as my brother’s a few months later - both of us had bought the same dv5000 model 2 years ago. HP NEEDS TO FIX THIS!!!
January 8th, 2009 at 9:49 am
Just a follow-up: I sent the original email, and had my system repaired by HP. Not only did they replace the hinge, but the motherboard, processor, memory, and cooling fan, as they all had known flaws.
My system came back in wonderful shape; they re-imaged the drives, but I backed up my system prior to shipping.
It looked great, and ran wonderfully cool.
For a while.
Last week, after two months, it completely died.
It won’t POST, nothing on the display. D-E-A-D.
So, I again attempted to contact HP, again getting the run around.
So, I gave up - Restored the backup to a VM on my iMac, and I’m saving my money for a MacBook Pro.
I will never buy HP again, and for an IT pro, that’s saying something.
January 8th, 2009 at 11:41 am
THank you for the great news. I have an HP9207 that had the left hinge broke. I tried to call HP and got nowhere, but after your post, I called them again and they promptly sent me a return box to send it to California for repair. I just received it back today with new hinges and a new front and back bezel, because the broken hinge and caused the bezels to crack. I had removed the hard drive, because I needed to access many things on it for work while it was gone. As soon as I figure out why it will not find my operating system, I will back to like new. Thanks for everything and I will be donating.
January 11th, 2009 at 7:18 am
I have been battling HP for a solution to this problem for about 2 months now. My computer falls under the guidelines for replacement, however they WILL NOT repair my problem because I reside overseas. They insist I need ship my computer back to the United States for repair - which will leave me without a laptop for at least a month and cost me hundreds of dollars. Im not spending 200$ to fix a known defect in their shoddy product.
I have called HP at least 6 times to resolve this problem and was hung up on all 6 times. I live overseas so its a waste of my money to call them long distance.
Way to support those serving their county overseas HP…
January 22nd, 2009 at 4:43 pm
My wife and I both bought the DV9000 laptops just over a year ago and after the warranty ran out my wife’s motherboard stopped working (another flaw) and my left hinge cracked. Does anyone know if hp are replacing motherboards yet? I am amazed by the amount of people that are having similar problems. Great web site.
January 25th, 2009 at 8:10 pm
NIGHTMARE DEALING WITH HP
My dv9220us left hinge broke around May 2008. I haven’t used it because the hinge crack kept getting bigger. I saw the HP Limited Service Enhancement Program and found that my laptop fit all criteria that HP was asking for to receive this free service. I was sent the empty box and waited patiently in delight that my laptop was getting fixed. I was suppose to receive it on Jan. 15 but got an email from HP saying I owed $321.10 because TWO keys were missing from my keyboard which constituted as a keyboard failure (mind you, my laptop was working perfectly fine except for the hinge crack). They gave me such a hard time and then delayed sending me my laptop back. I finally received it 2 days ago. They did replace the whole laptop monitor but replaced it with the cheaper 17″ monitor as opposedd to the Bright View Monitor that the laptop originally came with. Now I’m stuck with the such a dull screen even though all brightness settings are maxed out. I’ll be contacting HP tomorrow and give you guys an update.
January 27th, 2009 at 2:54 pm
Beware: HP loses yor laptops!
The left hinge of my dv9207us broke right after it went out of warranty. The 11th of January I contacted the number indicated on HP Limited Service Enhancement page. The customer serv rep started the order. Afterwards I figured out there was atiny error on my address (4th floor instead of 1st) and just to be sure called again and asked if the info could me updated. The 13th of January the shipping box arrived (at the 4th floor) and I packaged everything and drove to Fedex. Fedex delivered it in California the 15th at 9AM. The 16th the HP website was still not showing as having received the laptop. I called and was told it would be updated after two hours. It wasn’t updated yet the 19th. Called again and was told it would. The 20th called again since it was not updated and was told they had never received the laptop. After talking with 4 different reps and a supervisor, I was told the laptop was there and the problem would be solved. Checked the website again later, the initial order was cancelled and a new one showed the 19th instead of the right arrival date (1/15/09). Delivery date was supposed to be the 27th of January. Since I was at the time confirming a flight to Europe (for the 29th) the 23rd I called asking for if there was any problem with the expected delivery. Was told that the 27th was confirmed sand if there was any problem I would be called by the technician. Today, 27th, the laptop didn’t show up and nobody called. Initially I was told the laptop was to be delivered today and afterwards that the delivery was for the 10th of February, when I would be in Italy (without laptop).
I asked if was possible to have my laptop sent without being repaired so I could leave with it and have it repaired afterwards. Customer service answered that someone would call me as soon as possible. Nobody did so far.
I’ve the suspicion that they lost the laptop and have no intention of doing anything about it.
January 27th, 2009 at 5:23 pm
WHAT THE HELL?
HP just called me today saying my shipping will be delayed by 1 week because there are apparently problems with my mother board and battery, no one will give me a fucking clue as to whats really wrong with it, and they’re demanding 200$ to fix it…………1st of all - i bought a brand new battery because their shit stock one wouldn’t even charge at all, 2nd of all - WHAT THE FUCK? I SENT IN A FULL FUNCTIONAL LAPTOP IN TERMS OF THE INTERNAL COMPONENTS -I’M A PROFESSIONAL DJ AND I RELY HEAVILY ON MY LAPTOP- THE ONLY THING FUCKED UP WAS HP’S SHITTY DESIGN AND ENGINEERING, EXCUSE MY ENGLISH BECAUSE I’M TRULY PISSED OFF, IF THE SO CALLED “PROBLEMS” ARE NOTHING MORE THAN SOME DUMBASS WHO DIDN’T KNOW HOW TO DO HIS JOB IN TESTING MY LAPTOP, SOME COMPANY’S GOT HELL TO PAY AND I ASSURE YOU THAT
January 27th, 2009 at 5:24 pm
*i’ve had that battery for 3 months, i know its free from any defect
January 30th, 2009 at 4:45 pm
***EVERY THING IS RESOLVED, HP returned my laptop fully functional and fixed the next day, the service technician had no idea what he was talking about***
-very prompt service other than a misled service tech, it was all good =)
February 3rd, 2009 at 8:13 am
I found sthis website while searching google because my notebook would not sleep when I closed the lid. After reading a few posts I looked at my left hinge and it was cracked!! I had no idea!
Called HP (pc 2 years old) and told them about the link you provided above and they sent me a box for a return and fix all free of charge, awsome site thanks alot.
February 7th, 2009 at 6:20 am
I can teall my story, I have posted here before.
To make a long story short, my motherbord and hinge have been changed at least one time, a moth ago my comuter started to have problems and this week it died.
Weel, I was fed up my my laptop and went to the shop to ask for a replacement, anything would do as long as I would never more have my hp pavilion dv9091 again.
Quess what, they chanhed it for a sony vaio, 3X more powerful and probobly many times better than hp.
I will never buy anything for hp again
February 7th, 2009 at 8:39 am
Thank you all so much for your efforts to get HP to address this issue! I was actually looking for a YouTube video that shows how to replace the hinges yourself, when I came across you blog.
I immediately called HP and initiated my CSO. My box to send my laptop back should be here Tuesday!!!!!! It should be about a 2-week turn around time. Works for me! So again, many, many thanks to you.
Note: The really delicious part about all this is that my husband went out and bought himself a new laptop instead of just researching the issue!!! YAY ME!!!! :-0
February 9th, 2009 at 8:13 pm
This site rocks! I’m so pleased with HP’s customer service now!
Same story for me as you’ve read above. Bought the laptop in 2006… lost the WiFi… heard the crunching… saw the breaking… thought it was the kids… did my best to hold it together (figuratively and literally) and then lost the whole laptop. I, too, went online to try and find a video to replace the whole lid (LCD got cracked due to the broken hinge) and then found this blog.
I called the number listed on this site and in ten minutes I was informed that a box was coming for my laptop. All was bright and sunny until they found the cracked LCD and told me that it wasn’t covered (expect to pay $412). When I asked to have my case escalated, ten more minutes on the phone with James got him to waive all of the fees and get my case expedited. In less than two weeks, I’m typing on my brand new keyboard that they replaced for free (one key was missing [mea culpa]) and a whole new lid and the WiFi works!!!!
I was very happy to donate to this site in gratitude for the work they’ve done.
Thanks again and hooray for HP customer service!!!
February 13th, 2009 at 1:53 am
Everybody should have gotten their monthly computer check reminder from HP (little blue popup box in the right hand side of the screen. Wouldn’t you know it, if you have a broken hinge or paid to fix one prior to 2009, they will fix it for you or compensate you for it. Here’s the text straight from HP. It’s almost the same as the top of this page but there is an extra date on this release. Mine has already been fixed, good luck to the rest of you!
If your HP Pavilion dv9000 notebook PC experiences a broken left display hinge before May 31, 2009 or you paid for a left display hinge repair before December 31, 2008, please refer to the HP Advisory for instructions and additional information. If your HP Pavilion dv9000 notebook PC has not experienced a broken left display hinge, no action is required on your part. » More information
Symptom:HP Limited Warranty Service Enhancement
February 19th, 2009 at 11:08 pm
yep, I have a left side hinge crack on my dv9000. customer service spent quite a while letting me know that it would not be covered under warrantee. I mentioned this site and the hundreds of others that I found on google and a case file was created with the promised fed ex box arriving in 2 days… We shall see how this plays out. if they give me a hard time repairing it I will make certain that every single person that I meet for the rest of my life hears the story. sorry if that seems small of me but you must take care of your friends. HP has a chance to earn back my trust and make things right, if they do that I will sing their praises. problems happen with any company, its how you fix them that matters the most. Will keep everyone updated.
February 20th, 2009 at 11:35 am
my hinge just broke today. They told me i cant remove the hard drives due to system reconfigurations! Can anyone tell me if this is a lie because i dont have the money too back up any files on my dv9000. Some of the blog said it was fine please anyone let me no asap. thanks
February 20th, 2009 at 11:45 am
Thank you to this website! My laptop was purchased in August of 2007, and even though it is past warranty, with the hinge crack replacement program they’re sending me the box and UPS labels to send it to them to fix for free. They defininitely have impressive customer service.
February 20th, 2009 at 12:20 pm
my hinge just broke today. They told me i cant remove the hard drives due to system reconfigurations! Can anyone tell me if this is a lie because i dont have the money too back up any files on my dv9000. Some of the blog said it was fine please anyone let me no asap. thanks
February 21st, 2009 at 6:12 am
I have a HP laptop dv9005us and I received a message2/10/09 on my computer that there was a Limited service Enhancement on my computer. I called the number on the message and was told to send my computer back to them so they could fix a broken hinge. It would not cost me to have this done. they sent the box and I backed-up my hard drive and sent it to HP 2/13/09. On 2/17/09 I received a call from HP that my computer needed a motherboard at a cost of $312.00 to me. I was given a new number to call because the girl that called could not talk to the tec to see why because the computer was working fine 1/2 hour before I shipped it to them. I have been using the computer with the broken hinge for a while. I called the number an talked to jason and was told that the computer had problems with the motherboard and the wifi card, and it was also under a limited service enhancement and I should have got a notice also which I did not. He said it was because I check not to get e-mail from HP and I told him I get them all the time that is how Iknew about the left hinge and never got one. He said there was nothing he could do I would have to pay the $312.00 to get it fixed. I asked to talk to his Boss, which is Towanda Gilley @ 1-877-917-4380 ex-08 . I talked to her on 2/17/09 at about 5:30pm and was told she would look into it and would call me back today or the next day.NO call so on 2/19/09 I called again @ 5:30pm and was told by a person she was on another line and would call me back.AGAIN no call back I called again 2/20/09 @ 4:00pm was told she was on the phone again and would call back. Never called back.I called again 9:00pm
was told she was moving her desk and would call back. She did call back and said she talked to her boss and said they stopped fixing the computers for the problems in Dec.08.I said I never was notified of the problem so how would I know to sent it in to be fixed.They sent me a new hard drive when the computer was 6 months old and had all my info.When they called me about the motherboard they called the phone number for my house and when I sent the paper work for the repair I used my cell phone number so they had my info.She said there was nothing she could do other than have me pay to fix it or send it back to me broken.I asked for e-mails for corp.offices and was told they can not give them out.I asked to talk to her boss and she said she makes the final call.I asked again to talk to her boss and she said she would e-mail her and have her “CALL ME” STIL NO call>they have my computer hostage because it was working when i sent it and i do not know if it will be when I GET IT BACK. I am not alone with this I am listing just one web site I found when I started to have this problem but there are a lot of them.www.notebookhingecrack.com You will see others with wifi and mother board problems with the exact same computers.
February 25th, 2009 at 12:52 pm
Thank you so much for all the information on this website ! I was experiencing the same problem this week ( I have a dv9000 )with the left hinge and my local computer repair shop wanted almost $400.00 to repair this ! I fell upon this site accidentally while trying to see if I could purchase the part myself to fix and I am so glad I did.. I am calling HP today and getting this taken care of !
Thanks again for saving me $400 !!!!!!!!
February 26th, 2009 at 9:15 pm
I bought my hp dv9260nr notebook at Best Buy in March 2007. I never noticed the split in the left hinge until the notebook broke down and I called HP to arrange for a repair. The computer display became scrambled and after restoring the OS twice and bringing it back to life it broke down again after running for half-an-hour to an hour. On third try the screen became scrambled even in Safe Mode so I called HP. The customer rep asked me about the left hinge. I looked at it and I saw the split. Then I realized it was a “known problem”. It was out of warranty and they told me they’d fix it if I’d buy one year warranty for $150. I agreed. I like the computer and since it was out of warranty I thought it was not a bad deal. Then I found this web site…
March 2nd, 2009 at 3:13 pm
I wish I would have done my research before buying a HP Laptop of the dv9000 series…My left hinge broke a while back, just after the warranty expired. I called HP, received the send back box, and shipped them my computer. A few days later I received a phone call from HP letting me know that they were refusing to fix my hinge because I had evidence of a splash on the keyboard. According to HP, this voids ALL and ANY repair of this hinge…even though it is a manufacturers defect. I will not buy another HP product because they didn’t try to work with me on some kind of repair for their faulty part. So, if anyone out there reads this, has a broken hinge…and happened to have some kind of spill accident, no matter how small…don’t bother to even send it in.
March 2nd, 2009 at 4:15 pm
bought my dv9287cl almost three years ago. hinge broke about 3 months ago. called hp today and with no problems at all they agreed to fix the prob at no cost to me. they said they are paying for shiping and would be fixed within 7 to 10 days.
March 11th, 2009 at 11:04 am
Success! I have now had 2 DV9000-based laptops (DV9000t w/ better graphics card and a DV9009 with the upgraded LCD) repaired for Free by HP! I wasted a lot of time (and had a LOT of frustration) so I wanted to provide my step-by-step guide as to what I would do if I had a 3rd DV9000 with the problem. I can promise you that your laptops don’t look as bad as mine: I waited until they were SERIOUS problems and to where the LCD panel literally could not be held up by the laptop with both front/rear bezels broken:
1) Don’t waste your time with 3rd party warranty companies. I got denied twice from SquareTrade (one of the best) for my laptops: first because they claimed that because it looked so bad that there was no way it was with normal use and the 2nd because the laptop was used when I bought it and they said they don’t cover that. The only way these companies will cover it is if you have “accidental” protection (I did not) and often there is a deductable associated with that.
2) Goto:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512
Make sure your model is covered and call the number listed. Time is running out: you have until May 31st 2009
3) Tell the Indian (from India) that your “left hinge” is broken and that this is covered by the “Limited Service
Enhancement”.
****DO NOT**** mention that your “right hinge” or that “both hinges” are broken - HP won’t cover the repair if you do.
Don’t worry, they will replace both hinges if they approve your claim
4) Wait a few days for your box to arrive and ship it to HP. You should get an email with a status page you can check on.
5) A few days later you’re heart will probably stop when you see a “out of warranty” charge listed on that status page. Its okay, breathe. Remember, both of my laptops have been fixed at no charge. My first laptop had charges of over $1,000 listed (LCD panel, motherboard, BS, BS, etc) and the 2nd had charges of about $320.
***DON’T CALL THEM RIGHT AWAY***. Wait for them to call you. I wasted 45 minutes trying to find out what the $320 charges were the next morning and got the run-around probably because they didn’t have the details.
6) After they call, return their call. Find out what the charges are for. If they are for other things other than
hinge-related (motherboard, LCD panel, heatsinks, etc) then you should be good. Politely tell them that you do NOT want to pay the charges but want to get the “left hinge” fixed (remember, don’t mention the right hinge!!). The last time they said “no problem, let me add some notes to the technician” and a week later I got an email that my laptop had been overnighted back to me.
In both cases, both hinges were replaced, the front bezel was replaced and the ever important (expensive) laptop cover (the shiny black thing) were replaced. Both laptops now look as good as new from the outside and hold their LCD panels.
Don’t get me wrong, I’m still not happy with HP. They should’ve tested their products better (my previous laptop, a ZD7000 required a class action lawsuit to get fixed and then a few months later it broke again!) and they should’ve replaced the motherboards, CPUs, heatsinks for free if the design is defective. I’m hoping to get another year out of these two and then I’ll start saving for a Macbook.
March 18th, 2009 at 11:59 am
Wow, I just found this website, and it looks like you’re doing some great work for a cause which is affecting me as well.
I bought a dv9500t laptop which I customised off HP’s website last year. About 3 weeks ago, the right hinge broke, and I can no longer shut my computer because of it (it has already cracked the plastic around it, and makes menacing noises whenever I move it 15-20 degrees away from it’s normal angle). I didn’t do anything about it as my computer is 6 months out of the 1 year warranty plan I had.
I found out about the “HP Limited Service Enhancement for Left Display Hinge” through your website. My computer is not eligible for repair, both because it does not have one of the product/serial numbers listed, and the defect is on the right hinge. I called them today to get them to take my product number and serial number and forward it to their research department in hopes that more people will call in with the problem and I will one day be able to get my computer repaired.
If you would like, I can take some photos and upload them somewhere for you to use in your endeavours. I am very proud that somebody has taken initiative with this problem, and I will be happy to donate to your cause.
March 19th, 2009 at 8:56 am
I have the same problem, and am now glad that I did the research, the only problem is my serial number is one of the ones not listed on their site eligible for repair. Is there any way around this?
March 19th, 2009 at 10:35 pm
Actually, my number is covered, the only thing was that it was listed under the dv9100 and not dv9000.
March 23rd, 2009 at 9:55 am
Mine broke the other day. I couldn’t close the lid and looked at the hinge and noticed the bezel was cracking. I was so pissed - until I found this website. I had bought the laptop off a friend and was worried that I would need proof of purchase. But none needed, they just asked where to send the box. Also, they said since I didn’t have any software problems that I could pull the hard drive to avoid system restore.
Thanks again!
March 23rd, 2009 at 9:16 pm
I have the same broken left display hinge as you guys. Can you tell me how to contact then!!!!
Thank you so much for your efforts in this case. It was a blessing!
March 28th, 2009 at 11:50 pm
My hinge broke about a week or two ago. I checked the page if I was eligible to get it replaced, but neither my p/n or my s/n we’re on the list. Anyone know what I can do? Should I try to call them and see whatsup?
March 30th, 2009 at 8:22 pm
I’m glad I found this info. as I was about to attempt a fix I read on instructables.
I removed both hard drives & battery before sending the laptop in and got everything repaired/returned just fine. I’m curious if the new hinge will hold up for a long time or fail again, though. Anyone know if the new metal hinge is stronger or the same crap metal that will break again?
April 16th, 2009 at 1:20 am
I just found this site after a long time trying to get my laptop repaired. My hinge broke about three months ago, and I’ve been trying to get it repaired by HP. However, they’re asking for Rs. 12,000 (about $240) to service it. Also, my serial number falls just out of the service range (717). What can I do?
April 25th, 2009 at 12:38 pm
Thank You Guys — I just saw this Site and I just want to give You kudos I can send my Laptop in for repair…
God Bless,
Eric D.
May 1st, 2009 at 4:11 pm
I found this site about two weeks ago. I contacted HP and after an hour of waiting and attempts to sway me from conducting the warranty claim, they FINALLY agreed to accept my laptop. They started by trying to say that my serial number was too old and that the warranty ended January 1st. Hold onto your facts and continue to argue.
I sent mine in 3 days ago and it’s back already. New hinges, fixed speakers, new battery!
I’m so appreciative of those who started this website. You’ve saved me a grand.
June 2nd, 2009 at 10:49 am
Hey all, I need serious help here. HP UK will not budge - I have a dv6820ea laptop, and the right hinge has broken clean off. After 3 weeks of initially getting in touch with HP, they got back to me and reported that I would have to pay £262.92 (around $440)! Er….NO!!! I paid £470 for my laptop, how the hell can the hinges be worth more than half what I paid for the laptop?!? I know a guy who’s ordering some hinges from the USA to fix onto my laptop (if they even fit), but is there any way of getting HP to fix my laptop for free? It is still under warranty by the way, got 2 months until it runs out, and the problem started at the start of May. Thanks.
June 3rd, 2009 at 7:31 pm
For a dv9000 model:
The other day (May 20th) at about 12 am my right hinge was coming lose. This was because over a year ago and almost to the day the left hinge had broken.
I’m a student in college and could not afford the repairs on my out-of-warranty notebook. Instead I had to do a “patch job” by replacing some screws and even putting some screws into the bezel around the screen to keep it shut. The patch job lasted a whole year until the right hinge broke and had cost me about $2 instead of the $600 I was quoted from HP. Obviously when there is only one hinge remaining it puts alot of stress on that hinge.
Anyways I revisited this website (I visited it last year but was unable to get a repair) and I was the entry title SUCCESS! and I followed the link to the HP website where I was able to claim that repair. When I phoned I wasn’t getting any positive reaction from the person I was talking to until I mentioned the offer that this website links to.
HP sent me a box and I wrote a long letter explaining why my laptop looked like a “frankenstein” (since I had replace some screws and put some new ones in). My logic was that my computer was out of warranty, that if I could extend its life that I should use the most affordable option and that if it came time to repair it I was paying for a new bezel anyways, might as well put holes in this one.
So when I sent my laptop to HP apparently they tried to call (which is what their website said) but they did not leave me a message if they did.
I was really worried that they would repair the left hinge and send it back with the right one still broken, even though it broke because there was no support from the broken left hinge.
Finally after a few days the status on the order changed to being repaired/replaced and finally to shipped.
When I received my laptop it looked brand new. The bezel was new (no more screws) and the hinges appear to be new as well because they feel very sturdy when I open my notebook (before they felt loose and would let the notebook open too far).
I’m still not happy with the service from HP. They did not bother to notify me about this offer and I almost missed out on it entirely. Plus they knew that I was a customer with this issue because I logged a call with them last May and kept “escalating” it without avail. Plus when I called them back (because the status online told me to call them back) the person I was on the phone for with 32 minutes could not figure out why because there were no notes, so I scheduled a call back and then I was never called!
I’m so digusted with this whole issue. I’m relieved that my notebook was fixed but I’m not happy with HP. From now on I don’t buy HP products.
Also I’m a software engineering student and I give tours of the university that I attend. Since last May (when this whole thing started) I have never recommened HP products to anyone (and I get asked alot - because I’m in software and supposedly the best to ask, and because on a tour who else are you going to ask for their opinion?).
Anyways if anyone cares, I think the best laptop company I’ve seen so far is IBM and I’m a fan of their sturdy thinkpads. Even though they’re considered “ugly” they’re rugged, durable and “fait comme du monde”.
Do it once. Do it right HP!
-Andrea
-Thank you notebookhingecrack.com!!!!!!!!!!!!!!!
June 5th, 2009 at 3:11 pm
I went about a year with a broken left hinge. I kept it taped and just delt with it because I didn’t want to spent over $250 getting it fixed. I just checked this website again about 2 weeks ago and was so happy to see HP offering a fix for free! I contacted HP the 24th, just barely avoiding the expiration date. My warranty had expired but it didn’t matter. I sent my laptop in with the box they shipped, I took out my hardrive because I didn’t want them to mess with it. Tracked my computer progress on hp, they received it the 2nd and I just got my computer back yesterday and it looks perfect! All for free!!! Almost brand new looking! Very satisfied!
THANK YOU to the person that runs this website!
June 5th, 2009 at 4:10 pm
Hi! I just found this site cause my problems with my HP Pavillion laptop. I just called today to HP and I was very happy because they are sending me the box for fix me my laptop, but I read a lot of bad and good experiences here and I am afraid now if I send or not my laptop to them. I really not have money right now for anything already fixed and maybe without get my laptop in return.
My laptop has more than 24 months since I purchased it. Anyway they told me that I am elegible for a free repair. Does someone have the same experience like me and have a sucessfully history?
Please share it.
Thanks guys for all your info!
Elizabeth
June 21st, 2009 at 1:21 pm
Well my HP laptop hinge just broke, phoned HP and they said so sad your 3 weeks late. So at the moment I am looking at a $300 repair bill.
June 25th, 2009 at 1:55 pm
I was glad HP replaced my hinge. I was, let’s say, not pleased that they broke my monitor in the process. When the hinge broke, a black mark appeared on the screen where no video input was going. They refused to repair that, but oh well– a new hinge and a mostly usable screen was better than where I started. Instead, they returned and the entire screen was bright white, except a small blacked out spot in the top left (above the broken hinge). Now I have a worthless laptop.
I called them and they said they’d fix it, so I sent it back. A week later and now I get a call saying they weren’t going to fix it. $398 for a new monitor or they’d send it back. I guess they’re mailing me back a paperweight.
Best part: I told them I’d have to go with a new company now. The response: “given the problem, that’s understandable.”
July 10th, 2009 at 12:25 pm
Same problem here. It seems if your hinge didn’t break in as timely a fashion, maybe you used it less than others, than you are out of luck. They are asking me also for $312. I have three HP computers in my house and ALWAYS recommend HP to everyone who asks. Not anymore.
July 15th, 2009 at 9:15 am
Same problem here! HP dv9000 is about two and a half years old, and my left hinge cracked TODAY. I’ve logged a call with the first line of customer service, and waiting for a case manager to call me back. Thanks to all of your examples, I feel ready and prepared to argue until they fix this for free! I will never buy another HP product.
July 16th, 2009 at 11:33 am
I started a new blog to record my experiences with HP. Please read it and comment at
http://myHPnightmare.blogspot.com
July 17th, 2009 at 10:53 pm
I am one of the unfortunate ones who’s laptop decided to give out after the window of opportunity for the:
HP Limited Service Enhancement for Left Display Hinge Ended on May 31st, 2009. I contacted HP chat and got the re-direct to contact an HP authorized service center.
Their solution to the problem,,…open a window of time for people to file for compensation, service, or hope that the hinge fails in what they consider to be within a “specific duration”I find it curious that they have admitted to a design flaw but only offered a short window of help to address the issue. Here is the chat response..
William I can understand this situation and a valuable customer like you is facing this issue. However considering this that this is a design flaw it will get detected in specific duration. HP was giving these services.
July 17th, 2009 at 10:57 pm
Here is the entire chat
Thank you for contacting HP Chat. If you need further assistance, please visit our website or contact us again via Chat or E-mail.
William: My leftside lcd screen hinge is failing and the screen is splitting. I researched at notebookhingecrack.com and found that this is a big problem due to a design flaw. I am requesting that HP stand behind their products and repair this at no cost.
[An agent will be with you shortly.]
[You are now chatting with Anna Peters .]
Anna Peters : Welcome to HP Total Care for Real Time chat support. My name is Anna Peters. Please give me a few moments while I review your problem description details.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
William : ok
Anna Peters : Hello William, how are you?
William : fine
Anna Peters : May I know the product number and Serial number of your Laptop?
Anna Peters : You can check this numbers on a non-Microsoft sticker when you flip the notebook over. Please provide the numbers beside s/n and p/n on the sticker.
William : waiting…dv9013cl
William : ez456au
William: when I flip or lift the notebook it is in danger of breaking the screen off
Anna Peters : Okay.
William : cnf6444gzz
William : ok
Anna Peters : Thank you for the provided information.
Anna Peters : As I can See the details Windows XP is indtalled on your notebook.
William : yes
Anna Peters : Alright.
Anna Peters : Since when you are experiencing this issue?
William : 1 week
Anna Peters : Alright.
William : progressively worsening
Anna Peters : William as I can understand hinges for your notebook is falling and LCD is splitting, am I correct?
William : yes mostly on the left side…i believe the right side is ok.
Anna Peters : Okay.
Anna Peters : May I know how this issue occured?
William: just by opening and closing the laptop
Anna Peters : Alright.
Anna Peters : William I checked all the information for you.
William : ok
Anna Peters : As per our database your notebook is Out-of Warranty. Hence you need to visit nearest HP Service center.
Anna Peters : However as your notebook is Out-of Warranty the services will be chargeable for you.
William: yes it is out of warranty…but this is due to a design flaw in the design….1000s of people are experincing this issue and having trouble getting HP to step up and take care of their customers in relation to this.
William : hello
Anna Peters : Yes.
William : are you aware of this design flaw?
William : google it
Anna Peters : Yes, william. I can understand your frustration. However, your notebook was covered under the maintenance program till January 2009.
William: yes but this is a design flaw….it has nothing to do with the warranty.
William : Can’t HP admit that these notebooks need to be recalled and repaired?
Anna Peters : William we keep updating HP customer about the HP product details via e-mail, phone or mail.
William : so..I didn’t recieve any info about my notebook potentially failing due to design flaw before my warranty expired
Anna Peters : I mentioned earlier considering this that there might be design flaw in the series of the notebook we arranged for maintenance program. And as per our database it was covered under the maintenance program till January 2009
Anna Peters : * I apologize as per our database your notebook was covered under the maintenance program till January 2009
William: I wasn’t notified
William: I want hp to resolve this issue …I have purchased many of your products..I hope that this isn’t the last.
July 22nd, 2009 at 12:56 pm
I just now started having this problem, but it cannot be fixed (freely that is) since they stopped May of this year.
I have the same exact problem, and it’s frustrating as all get out. I also got a hold of HP online support, and they want me to pay $398 for fixing it.
July 30th, 2009 at 6:49 am
The left hinge of my DV9100 just cracked yesteray. This morning I found that my laptop broke 2 months too late. I was on the phone with HP this morning, and after being told the same thing is the poster before me it got more interesting.
I asked them to work with me, and that I start loosing the trust in the brand, after all I have been an HP customer for 20 years, so he told me, that the hinge is not from HP but a third party - I told him this does not help.
So I asked whether he could help me get a repair cheaper then $200+ - as I could get a better laptop then mine today for about $500 to $600 - of course that would not be an HP.
So he told me I could buy the Hinge from HP for about $80 and then have an independent repair shop fix it.
Interessting - they guy from HP customer support sends you to an independent repair shop. He must have been way of script !
I am considering buying the hinge on ebay Prices $10-$50, and give it a try - The guy here, creates even his own hinge, but that is too avanced for me: http://www.instructables.com/id/Indestructible-repair-for-the-broken-HP-DV-9000-la/
What do you guys recommend as a laptop brand to run Microsoft or Linux ? My two 9 year old Dells are built like tanks, no hinges breaking there
Thanks a lot for this great site ! Too bad my hinge did not break earlier !
Willi
July 31st, 2009 at 3:03 pm
I have the same exact issue with the left hinge. They will not fix my laptop for free either as the time has expired. I wish I would have found this website sooner!
August 4th, 2009 at 3:50 pm
August 4, 2009 - my dv9000 left hinge just cracked. I called HP and got about the same answers as Willy (above). I asked the operator what HP was going to do to keep me as a customer - he had no answer. He eventually suggested I talk to a supervisor and then just left me on hold for a long time. No supervisor ever answered. I am in a customer service business and would be bankrupt if I treated my customers this way. I don’t know what I will do about my HP, but I guaranty that it will not involve another HP product. Any company that does not stand behind their product doesn’t deserve my business. They email me all the time about buying more stuff, but never sent me anything about any potential problems - but then again, why would they when they refuse to admit it is their design problem. HP, you lost me as a customer, please do not contact me again.
August 7th, 2009 at 11:21 am
Same problem here. I have a dv9023us, and it began 2 weeks ago. Finally decided to research it a bit, and found the offer on the HP site. Called, and had the service person admit it was a design flaw, but wouldn’t fix it for free. I said you are admitting it is a design flaw, you offered a free fix, and will not extend the offer. Received the same excuses about duration, etc. I also received the same quote of $298 to $398, depending on issue. Has anyone gotten this problem fixed at a local computer repair shop? How much did it cost?
August 11th, 2009 at 9:19 pm
I am having the same problem. My computer’s left hinge started cracking a month or so ago, but just got unbearable this week. My husband found out about this “expired fix” of the design flaw, and called HP. They want him to pay $298.00 to fix. I agree that if they put lout that it was a design flaw and they fixed some for free, they need to fix them all for free. If they don’t they will have lost me as a customer. I am writing them a letter, not that I expect it to help, but if everyone did, maybe it would help.
August 15th, 2009 at 11:22 am
I have a dv9000 with a left hinge broken, the warranty does not apply to my because of the serian number. HP sucks.
August 25th, 2009 at 9:46 pm
Hi,
I posted here on July 30th. As I said, I did not get anywhere with HP support. So I went to the HP homepage and and used the > feature.
Then I got a call, and was first connected to support again - and that did not go anywhere, but I was called again from the >, and I asked whether they could work with me, as a $400 repair for a 2 year old $1100 laptop is just not worth it - they made me, what I think is an OK offer, I ended up paying $160 including shipping and Tax, and my latop to was fixed within a week.
So don’t settle or the $400 repair at HP, they will work with you if you are persistent enough - other people even managed to get a repair for free.
August 27th, 2009 at 11:51 am
It is great that this website has done so much for so many neglected hp-computer owners. However, I have been struggling with a broken left hinge for many months, but only recently has it gotten to the point where it is barely useable. I noticed, however, that the deadline of May 31 is well over. So now what am I to do? How are they able to put a limtiation on a recall for a malfunctioning computer?
Anyone have any thoughts, legal advice? I have already begun my contact with HP….
September 7th, 2009 at 10:41 am
My mother uses her hp dv9000 very gently in a small business. Her hinge just broke - 3 months after the very short window for HP to repair it. She had never been contacted about any recall or extended service for her machine.
Though I had already found this site (and MANY others), I decided to give HP a chance to do the right thing.
After 45minutes of completely useless online chat “support,” I realized I am better off repairing it myself.
HP’s lack of concern for their customers is obvious.
October 19th, 2009 at 6:49 pm
I have a Pavilion DV8305us. Right hinged craked 11 months after purchase. HP fixed it under warrantee. Both hinges cracked three months later and caused LCD to flicker and go black. I pulled the broken hinge on the right side and had to clamp the LCD to the bezel. LCD works fine now but can’t shut my lid anymone. I have talked to at least three other people with similar models with same problem. HP should fix these free or loose me as a customer.
October 26th, 2009 at 11:09 am
Well, I have to add myself to the list of disgruntled HP dv9000 users. On Friday evening, as I went to close my laptop. the infamous crack happened on the left hinge. I was not aware of this being an issue. I remember getting the notice about possible repairs, but my serial number did not fall in the repair group, so I didn’t research anymore. This weekend was very enlightening as I read through this site and numerous other reports about the hinge issue.
Long story short, I got on the phone and called HP and explained the issue. Was told that my laptop came out had been identified and my laptop was not susceptible to the issue. (yeah, right). HP offered to repair the hinge for half the normal repair cost of $300. I politely declined and said there should be no cost and I’d like to speak to someone higher up. On hold for a while and finally got another off-shore help desk manager who said they couldn’t waive the fee, but that I’d have to talk with a case manager and she would refer my case, but it would be Monday or Tuesday before I’d hear back. I took the case number and as soon as I got off the call, I dialed the US support number that is posted here in a number of posts. After spending about 30 minutes being passed around, I finally ended up with an executive case manager who informed me he was the highest level and the answer was still no, HP would not pay for the repair. He would be glad to get things started for the “discount” repair though. I politely told him I’d like to discuss it with the BBB first to see what their thoughts were. He’s been through this before, obviously. He asks me, before I can even ask, if I would like his name and information. My gut feel is that HP is done with the whole thing and could give a care less.
As for me, I spent $20 and have repair parts en route as we speak. HP will not get the joy of performing the repair labor on my machine. Even if I decided to have someone professional do it, I’d take it to a local shop. At least then I know the money is going to an upstanding company that cares about it’s customers.
My lingering question… If my laptop was outside of the supposedly “affected” machines, why did they immediately offer me the discounted repair rate before I even started questioning?
October 26th, 2009 at 8:53 pm
I had this problem start about a month and a half ago on my dv6700 with the right hinge. I thought it was initially just loose screws. Interesting to know it’s not just me. I thought it was a bad design for the difficulty in getting to the part to begin with, but the more I learn, the more I realize it’s a bad design and a bad production. Unfortunately it looks like even if I had known about the repair plan, my laptop wouldn’t have been covered anyway. Nonetheless, I still plan on pestering HP non-stop, if for no other reason than it might provide a bit of stress relief for me from being unable to do my course work. Unfortunately for me, being an illustrator and industrial design student means a lot of digital work, and knowing why it’s a crappy design doesn’t help the aggravation any.
October 31st, 2009 at 1:49 pm
I called and even though mine looks like iis a covered model and under the 716 number.. they said this s/n is not covered and would cost almost $400 to fix - I would rather put that towards a new one with Win7! I work closely with sever HP reps for work and will bring this up to them. This definitely appears to be a flaw. I treat my laptops with care and did not drop it.
They did tell me this model may have a battery recall and sent me to another web site to check: http://bpr.hpordercenter.com/hbpr/
November 7th, 2009 at 6:41 pm
I have a HPDV5 laptop and the left hinge just broke. It is just over 7 months old. Is there any way to get it fixed free??
December 3rd, 2009 at 4:15 pm
i don’t know if you’re still active on this but here goes:
I am the owner of a dv9000 laptop… it’s long passed warranty and has had 2, 3 month extensions to the warranty after being sent in to the repair shop while UNDER warranty on two different occasions.
1- it was originally sent in for a loud grinding sound coming from and caused by the fan (i know it was the cause because if i stopped the fan the sound stopped). I received it back a whole month later to find out that all they did was clean the inside of dust… morons…
2-sent it BACK after 2 months on the the warranty extension because the sound continued to persist and had even gotten louder, also the battery was failing. i received it back to learn that they replaced the mother board, the fan, a few other circuit boards and the battery. During the repair they seemed to have scuffed the top plastic cover (in 2 locations) and i found a large hazy blot (as if there was pressure on the screen, but the blot does not touch any of the screen edges that could have been causing pressure) in the top right corner of the screen that shows most prominently when the screen is dark, this angered me but i didn’t want to complain and send it back to wait yet ANOTHER month for my computer so i accepted my new imperfections…
now, just today my RIGHT side hinge has cracked (note: this is not the same common left hand hinge problem, it is in fact the right hand side) and the plastic housing has split right across the bottom right corner of the screen (aka the inner sheet of plastic split from the corner of the screen to the outer edge of the laptop) as well as under the bottom of the screen to the right of the cracked right hand hinge. The screen physically can not be closed at all (because i am afraid to force it and cause further damage and holding the corner together and moving slowly makes no difference, the plastic still splits against my pressure, i simply cannot close it. it’s currently duct taped together to prevent it from falling apart under it’s own weight) and wouldn’t you just know that ironically this happened only TWO days after the second warranty extension expired…
I cannot seem to find any information about broken right hand hinges (only the left one) and i suspect this to be bad repair work from HP because the imperfections that i found upon it’s return seem to be rather fishy… at the time that i first found them, they seemed harmless… but now they could have been clues to this event…
What can i do about this? i have run completely out of warranties to fall back on, i suspect neglectful repair work from HP, the laptop cannot even be closed to be shipped anywhere, and i am dreading the trip to future shop’s service department… i bet if i had taken it in just at the tail end of the warranty… i wouldn’t be here…
I’ll be contacting both futureshop and HP and see what i can do about this… this really isn’t all that fair…
December 7th, 2009 at 1:58 pm
It´s about 10 days after I suddenly found that there´s a problem with the left hinge and while closing the screen the front a back parts of the screen plastics were more and more separated…I thought it was the kensington lock problem…anyway I found out that with flat screwdriver in the lock twistinig together with closing the screen, the screen could be closed…
The laptop worked fine, the only problem was closing the screen. Now it has decided to strike completely - the laptop hung and after restart (after un- and re-plugging the power cable) the screen remained black and the laptop kept restarting app. each 26 secs.
I read somewhere it could be a problem of CPU or maybe something else but also that some other special free repair policy (just like the limited warranty on the hinges).
All this happened 5 months after the 2-year (standard for EU-member countries) expired. 1 month after the warranty wifi stopped working - I did not bother servicing it, €10 usb wifi adapter was surely cheaper.
I had one problem with the laptop even within warranty - the nVidia GF Go 7600 chip went dead - mainboard was replaced.
Overall, I am pretty disappointed with the quality of the HP laptop (and first laptop of mine at all). If I won´t be able to fix my dv9000 for a reasonable cost, I consider an HP EliteBook laptop. I hope this won´t let me down so often.
December 8th, 2009 at 9:39 am
Same story here. Showed no signs till AFTER the date expired.
Called customer service, spoke to a higher-up.
Andy (877-917-4380 x93)
He was very unconcerned.
Sent several emails, all denied.
Will never purchase a HP again.
December 27th, 2009 at 8:27 pm
The hinge on my laptop broke, so I found this website as I was looking for a way to fix it myself. I called HP and got to talk to someone in Philippines. I was placed on hold for awhile and the Supervisor (Arnold Sabino) did not care about my broken laptop (DV9000). He even told me that since I bought my laptop in 2006 I should expect it to break. I asked him why they didn’t fix the hinge when my laptop was sent in for a repair earlier (motherboard recall), and are there any other issues about this particular model that I should know about. I understand that things break over time, but if you have thousands of people experiencing problems with one particular piece of hardware then I consider that as a flaw in a design. Unfortunately I have 3 HP computers, but I will never buy HP again.
December 31st, 2009 at 11:21 am
My left hinge just went too. I called and same non responsive attitude.
My point is a flaw is a flaw and their subjective date does not make it not a flaw.
I have 2 HPs and I am done too.
Too bag a company with strong roots can make such bad choices and bad customer service.
January 7th, 2010 at 4:35 pm
My left hinge craked about 2 weeks ago. I found this website and am dumbstruck that HP has no viable solution so I thought I’ld see if they would help me.
I just came back from a world tour. I first talked to someone in India via HP’s chat line. Then he gave me a number to someone in Toronto, Canada, then to the USA, then to the Phillipines and then back to Toronto and finally after 40 minutes was passed to Nova Scotia, Canada.
Jet lag or what. The customer service rep kept laughing saying my laptop is 636 days passed the warranty, its life expectancy is only 4 years so i should be happy it lasted this long. She said dv9000 have no service record of cracked hinges but a lot of the newer notebooks do. I thanked her for this tidbit of advice (not to buy another HP laptop) and I asked to speak to her supervisor.
Ali ID#86181 said there were no service options. If I wanted it repaired it would cost $175 CAD, door to door, I should have it back in 10 business days. I asked if therre were any other problems I should know about and he said there is a recall on the battery, but I would have to take the computer apart to get the battery serial number and he didn’t have the knowledge to explain how to do that. I asked to sperak to his manager. He said he would pass this along to a case manager and I should hear from them in 24 to 72 business hours.
I’ll keep you posted.
January 11th, 2010 at 6:22 pm
Well, a little too late. I found this site in Jan 2010. I called HP and argued with them several times. They have refused to extend the recall for me. They want 65.00 for a new hinge or 150.00+ for them to repair the unit. They felt the need to tell me my computer is 653 day out of warranty–as if I care for how exactly how many days it is out of warranty–recalls have nothing to do with warranties.
I have already had the motherboard replaced (but not due to the valid recall on the motherboard that they refused to honor, but thanks to the extended warranty I purchased).
I have always thought that HP was above average when compared to many similar alternatives. Now I know that they are above average but not in quality, but instead, in substandard quality and simply rude customer service.
I will never buy or recommend HP products unless they stop such pernicious business practices.
To Mr. “Admin” I applaud your efforts. You have managed to do what I have only threatened to do in the past regarding with countless inferior products in the past. Too bad I was a little late. Please help me understand though, was there an actual class action lawsuit against HP–if there is, please direct me to further info on the issue. I am going to contact my lawyer if a legal precedence has been established on the issue–feel free to email me.
Thanks, Nick
January 18th, 2010 at 12:09 pm
Hi guys,
I know it’s been a while but here it goes.
I wrote my success and thanks for this blog in august 2008 when I finally resolved my hinge crack problem free of charge.
However it’s been 18 months, and now I’m having another problem with my dv9000. My screen started failing and the motherboard overheats too much. I did some research and hp is covering some pn’s but not mine. I really hate HP and I’m never buying or reccomending a HP product ever again. I’m stuck, with no money saved for a new laptop or desktop to replace the shitty one that I have, and with no solution whatsoever to resolve this problem since I’m not living in the US anymore, fml… What can I do? (rhetorical question off course)
March 3rd, 2010 at 9:16 am
Come to my face book page about HP’s lack of hinge repairs. Join if you’ve had the same problem. Thank you!
http://www.facebook.com/group.php?v=wall&gid=344101272445