DV8000 Series - Keyboard problems. Anyone else?

[Greg]

Case managers are good. Usually that means something might get done.

[jka/v]

Not with HP, My case manager rudely informed me that it was too bad, I should have bought a business series product. Not helpful in the least.

Ubatz. Weird, they said on the form that they replaced the keyboard (2nd replacement), and the LCD screen (also 2nd time).... The lcd was fine before. I have black crud all over the screen now, which is very nice... (not)..
Haven't had it on enough to tell, but it seems like I've missed a few keystrokes already. Surprise surprise huh...

I'll be calling my supposed Executive Customer service representative Monday, and refilling my rebuttal tomorrow. I want my money back, I'm tired to death of this.

[Beatriz]

I ordered a dv8000z with AMD Turion64 back in January. I've had the odd problems with the shift-key getting stuck. Since this is my first laptop and I type VERY fast I thought I was hitting some sort of weird key combination that was causing the error. I logged on to the forums today and discovered that I'm not crazy.

For now I'll live with the problem as it doesn't happen that often--and complaining to HP seems to do nothing. However, I've got to say based on the horror stories I've read here, I will NEVER buy another HP product.

[Reize]

I wouldn't say never buy another HP product, I think that's going a bit far, I'd say I'd only buy an HP product from CostCo because I can return it any time I want within 6 months. =s

[SuperKungFu]

does the HP Pavilion dv9000t keyboard still have the same problems as the dv8000? Because right now i have the dv8000 and it sucks.

[ZanyDog]

does the HP Pavilion dv9000t keyboard still have the same problems as the dv8000? Because right now i have the dv8000 and it sucks.

I've been using one since Sept 15th and the keyboard has been perfect. (I had just bought a dv8000t prior and got all of the symptoms - returned it).

Zany

[ubatz]

Beatriz, Everyone at first thinks the keyboard problem is their fault for typing too fast or not hitting the keys properly... NOT!!! The caps locking is an extra fun adventure, especially when you want to log in somewhere with a password, then there is the black screen debacle... you may as well blame yourself for all of it because if you don't HP certainly will. HP treats its customers like they are criminals on crack who took one of their computers out for a joyride while it was still under warranty. HP's attitude is we don't have to give you a replacement or a refund... you opened the box, you looked at it, you turned it on, you are now 2 days into your warranty, how dare you call us with a problem...the nerve of you cretins!!!
jka, Why am I not shocked and amazed that you still have a malfunctioning keyboard and your computer came back to you looking like an old ? I don't think they do anything to the computer when we send it in except leave it open on a shelf to collect dirt and dust, eat french fries, put their french fry fingerprints all over the computer, spray some sort of sticky fruit juice on it, scratch the screen and case up, then do a system restore to put all the crapware back and erase everything we may have put on it. Then they all laugh and smoke another joint. I was really hoping that you would get your computer back in better shape, I am sorry...silly me for having hope.
My computer came back with the screen having about 17 scratches in the lower left corner. It looks as if they took a screwdriver and just kept rubbing it in that area over and over. My space bar rarely works at all, the area around the keypad is so hot it is like a hand warmer but much hotter, especially the left side, there is at least one missing keystroke or more in every sentence. Maybe HP should make $13000 hand warmers
Read your HP warranty. They have added a no refund clause to the dv8000 limited warranty. I don't know what the legalities are of that but under the federal warranty act and according to HP's own limited warranty they do have to replace the laptop with a new one.
Reading every one's posts all over the Internet about the same issues with this laptop and other HP pavilion dv models it amazes me how resigned people are to accepting a factory defective laptop from a major company that they have paid a lot of money for. I think HP knows exactly what they are doing and they've figured out the odds. Anyway, they are too busy with their spying scandal to care about us consumers. As I said before it is a good time for us to email editors and consumer advocates. I still have not heard back from my case manager, the warranty clock is ticking, not heard from the BBB yet. I have no intention of quitting my pursuit of HP and accepting the Hewlett-Packard dv8000 lemon notebook rip-off scam like they expect us to. Jav, I hope you don't let them get you too upset, this is what they are counting on, they will try to frustrate us so much that we will give up and go away, stay calm, try not to get too pissed, at this point it is a game to them, if they make us mad enough we will quit. I've never had a website but maybe this is something I should think about especially given the heavy duty ad campaigns HP is doing and in light of their new spying scandal: http://www.iht.com/articles/2006/09/...iness/hurd.php. Don't buy a Hewlett-Packard notebook unless you like punishment.

[jka/v]

Oh, I won't be giving up. And I don't get mad anymore about it. I'm just resigned to fighting it until I get my money back. Whether that be with a new replacement model, or my actual money back. I have refiled my BBB complaint, and have left a message with Sara Damarit with Hp Executive Customer Relations (my supposed case manager). I am awaiting a call back. Until then, my $1400 or so dollars is sitting on my desk, collecting dust, as I can't work on it with it jumping over keystrokes.

Still curious why they replaced the LCD for the second time, first was obvious, it had dead pixels. After that though, it was fine...? And of course, 2 new keyboards, like that fixed it.

[jka/v]

By the way, here's a full encounter of my BBB complaint:

Shocked and amazed is what I have to say. I am an IT professional, and work on both windows and some linux platforms, so computer illiterate I am not..

I purchased a brand new DV8000T CTO laptop from hpshopping.com in March of 06. Upon receiving it, I contacted HP via chat 2 days after getting it due to the unit having dead pixels on the lcd screen. Hp chat support explained to me that I can exchange my unit, but there is no guarantees that a replacement unit will not have the issue. I decided that for the few that were on the screen, it may be a lost cause to exchange it. I was also experiencing a strange issue with my keyboard locking up while typing. It seems when you type quickly, after about 20 minutes, the keyboard stops accepting commands, and all keys act as a right mouse click... Frustrating to say the least.

I am a member of quite a few web forums, and found that there is a large number of people having this problem with this exact model laptop. After seeing people saying they are on their 3rd, and 4th repair trips, with no fix, I decided to contact hp about the issue, and they suggested I send in the unit for repair.

At this point I'm not exactly thrilled with the concept of being without my laptop, as I use it for daily work.

I explain to the HP rep about the quantity of people complaining about this specific issue, and ask to have my unit exchanged with a replacement unit. The csr on chat transfers me to his manager, a person by the name of Santiago.

Santiago says HP is aware of the problem, and asks if I would please let them repair it, and the stuck pixels on the lcd, and he promises that it will be fixed. I figure if they can fix it, great, I like the unit other than these 2 issues. Santiago promises they will send out a box and label within 24 or 48 hours for pickup on the laptop.

Santiago aslo asks me to return the laptop to factory defaults (reloading it to square 1) 1 week later, no box, and of course, I can't use the laptop due to it having none of my software on it... I contact Hp chat yet again, asking to speak directly to a supervisor, this time I get an apology, and a promise yet again for the box to be shipped out immediately. Lo and behold, I get the box the next day, Bravo HP I think.

I ship the unit back, next day to HP for repair. 2 days later, I get the laptop back, with a label saying No problem found! I turn it on, and sure enough, stuck pixels, same place they were, and keyboard still locks up..

I'm more than frustrated at this point, So I contact HP via chat again, and ask t speak to a supervisor. The HP support rep, Aaron, and during the first few lines of chat, my keyboard freezes..

After it unfreezes, Aaron apologizes for the promises I've been made about my unit being fixed, and says he would like to go over my chat logs. I agree. 10 minutes later he comes back on and asks me for the case ID Santiago had given me, and the log with what he had said. He comes back and says (this is from my chat log)
Aaron "At this point, you got two options:"
Aaron "From my side I can arrange again Mail in repair or I can escalate the your case."
Aaron "Secondly, you can call our phone support and refer the case no. enquire about the Supervisor commitment."

Jason Kuenkler "Ok, here's where I'm at, I was ensured that my unit would be fixed, I expressed my concerns with the multitude of complaint s on the internet from folks with dv8000t's and the same issue, many with multiple 3 and 4 returned units. I again was told it would be fixed, and that Hp knew of the issue as well."
Jason Kuenkler "Ok, what is going to either A. get my unit exchanged, and I can hope for the best with a new unit, or B. refund my unit and I will purchase a notebook elsewhere without these issues?"
Aaron "Okay."
Aaron "In order to claim for the refund or exchange, I will escalate your issue."
Jason Kuenkler "ok"
Aaron "After escalation of the Case."
Aaron "You will get a call."
Jason Kuenkler "Ok, do you need my phone #?"
Aaron "Please provide me a Best time frame for callback and phone."
Aaron "Yes."

I give him my phone #, and he says:
Aaron "You will receive a call back from a Case Manager within 24hrs."

Aaron then gives me my chat transcript # so I have it when the case manager calls within 24hrs.
Surprise, the case manager never calls. 2 days later, I contact HP via chat again. This time I ask directly to speak to a supervisor, and ask to have my unit refunded or exchanged. I provide the logs and the case# which the manager reviews. (his name is Sam, this is today, June 22nd 06). Sam reviews the logs, and agrees, saying I had been misled by HP staff, and I did not receive a call. He asks me to contact HP customer service directly at 1-800-474-6836 and to ask for a case manager, not to talk to anyone else. I say ok, hold on the chat while I call.

I call, and first get someone, they find my information, and transfer me to a "case manager". Only it's 30 minutes, 15 of which is on hold, and they drop my call. I call back again, get a person by the name of Amit Bunso, who proceeds to take my information.

I explain to him that by now I'm nearly an hour into hold and waiting to speak to a Case Manager, and would he please transfer me. He says ok. 15 minutes later he comes back on the phone, and says can I trouble shoot this issue with you.

I say this is now the 3rd time I have asked you to transfer me to a Case Manager, would you please do so. He says Ok. 10 minutes later, he comes back on, asking me to explain the problem to him. I say during this part of the conversation, please transfer me to a case manager, 4 times. (now on my 7th time asking him). He transfers me, saying I will next speak to a case manager.

Isaac gets on the phone, and asks me what the problem is with my laptop. I ask him if he is a case manager, he says No. I ask to please be transferred to a case manager, now my 8th time and nearly 2 hours on the phone. He puts me on hold, and drops my call. I passed the angry stage at this point. I called back, and lo and behold Amit gets back on the phone, I tell him I am doing my best at being patient, but I have asked now to be transfered to a Case Manager, per a supervisors request from HP support, and this is now my 10th time asking, 8 of which have been asking you. Transfer me NOW. He puts me on hold, 15 minutes later a person by the name of Troy Nunemaker answers, stating he is a case manager. He says he has reviewed my case, and tells me he would be happy to set up the unit for repair. I explain that I am now 2 hours, and multiple transfers into this issue on just that day, and I would like my money back. He says No, can't do that, you can have it repaired or nothing else! (in probably the rudest tone a CSR has ever used with me).

I say look, I'm an IT tech, I work on computers for a living, there are hundreds of people online complaining about this issue, and you obviously do not have the ability to repair it. I say I will settle for an exchange for a new unit, and hopefully it doesn't have the issue. He says No, repair it or nothing. And then he has the balls to say, your using this for your business, too bad for you, should have bought an Hp business laptop, and not cheaped out with a regular line unit! I said are you serious, your basically telling me too bad, I bought the wrong unit, and HP will do nothing to properly rectify the issue?! He says yes, repair or nothing. I ask to speak to his manager, upon which he says no one is above me, The only people here are accounting folks, and no one else will speak to you. I curtly say thank you and end the call.

I pop into my chat, and after 5 different chat people, all of which end my chat, I still have no answers. Basically I paid $1500 for a unit that works for a while, but can't be fixed, under warranty, by the manufacturer. I received the poorest customer service I have ever had, and am told Too bad by a "Manager" at HP. I will be reporting this to the proper BBB contacts, and have since switched to other providers for the 3 companies that I manage for IT work. Even Dell, while bad, has never treated me as a customer like this, and I've had them exchange defective units, weeks before their warrantys were up!

After many years faithfully buying HP laptops, this takes care of it. By the way, I typed this on my defective laptop, and something that would normally take about 20 minutes, took 2 hours with the keyboard lockups!!!

Jason
Hayden, Idaho
U.S.A

Date Activity Description
09/17/2006 Case Closed AJR
09/17/2006 Inform Business - Case Closed AJR
09/17/2006 Inform Consumer - Case Closed AJR
09/17/2006 Bureau judged complaint resolved
09/15/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
I will contact Shari from Executive HP Customer support when my unit comes back. And we will discuss this further.
09/14/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
09/14/2006 Received Business' Rebuttal Response Hewlett Packard called and left message for Mr. Kuenkler on 9-14-06. Informed
Mr. Kuenkler that since the notebook is in the repair center refund or replacement is not an option. If Mr. Kuenkler has any issues with the unit when he receives it back from the repair center Mr. Kuenkler can contact me directly. Hewlett Packard is closing this BBB case.

09/12/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
09/12/2006 Received Consumer Rebuttal After 2 failed attempts, and nearly a month waiting, HP finally did ship a repair box to me. Sending the unit in for it's second repair, I spoke to the repair Technician, an Anthony at HP. He acknowledged the issue with the keyboard, and replaced both it and my defective LCD panel. Both of which were fully replaced. Unfortunately the keyboard continues to lock up (after receiving it from it's second trip in to HP Repair), and now also engages the tab button randomly. So, locking up and forcing a reboot, engaging the tab button, locking up and only operating from every key, a right mouse click, requiring a reboot, and randomly going to caps lock are all problems I am currently having with my HP DV8000t, after it's second trip in for repair. What is strange is that in it's first trip in, Santiago, an HP Chat Support Supervisor acknowledged the issue with the keyboard and said it would be fixed, but the laptop came back with no problem found. On it's second trip back, Anthony, an HP Repair technician, actually found an issue with the LCD screen, that I had originally called HP about 2 days after I received my unit, and with the keyboard, replacing both. This has still not fixed the defective laptop.. I find it strange, that I have been through so much trouble to get a defective item taken care of. I have once again contacted HP, and the unit is back in for repair for it's 3rd trip. I am again requesting that this lemon DV8000t be replaced with a new unit, or exchanged
09/12/2006 ReOpen the Complaint
09/01/2006 Case closed - Assumed RESOLVED
09/01/2006 Inform Business - Case Closed ASSUMED RESOLVED
09/01/2006 No Consumer Response- Assumed Resolved with Letter
08/19/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
08/18/2006 Received Business' Rebuttal Response Hewlett Packard does apologize for the inconvenience. Shipping materials have been sent to Mr. Kuenkler in order to send the unit in for repair. If Mr. Kuenkler has any further issues when his unit returns from the repair center he can contact his Hewlett Packard Case manager or technical support. Hewlett Packard is closing this case.
08/17/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
08/17/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Hp sent this last repair order # DKQ433-01 again to someone in Florida. I had to spend another hour on the chat support site with a Supervisor named George to get a possible box sent to me to send in my unit. So far, HP has lied to a customer, has not provided any means of actually getting a defective unit fixed/repaired, and has made a customer spend countless hours on the phone with a rude Case Manager, and hours on chat trying to get my unit fixed. Leaving messages with Sara @ HP does not equate to getting a call back. The only time I can get someone at HP to call me is to file a rebuttal here at the BBB. Sooo I am now 5+ months with a defective item, I have been led along for over a month waiting for a repair box, I have been told too bad by a Case Manager, I have been lied to in chat, I have been told that HP has millions of customers, I am just one of them, and I'm now wondering if HP is just leading me along until my warranty falls off of my unit, so that they dont' have to fix it...? The reports of others having this same problem has been growing online, and they have had no solutions from HP at all on actually getting items to work. The online user community has come up with possible solutions to the problem, involving placing tape all over the keyboard, taking the keyboard apart and placing pieces of felt under the keys, disabling certain keys, and placing tape around the scrollpad area. I find it silly, and a utter waste of time to have paid nearly $1500 for a defective item, that would require me to place tape all over it and to take it apart to just make it useable.

I again, am still shocked at the way HP has handled this situation.
08/10/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
08/10/2006 Received Business' Rebuttal Response Hewlett Packard contacted Mr. Kuekler on 8/10/06. Hewlett Packard apologized for the inconvenience and informed Mr. Kuekler that we will have the materials sent to the correct address in Idaho under repair order # DKQ433-01.
08/09/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
08/09/2006 Received Consumer Rebuttal I never received a call from Sara at HP on the 17th of July. I also have never received the package for sending my unit back to HP. I have left multiple messages for Sara, with no call backs from her, a member of the "Executive Customer service Dept.". Again, my horrible customer service experience continues, and I am now 5 months stuck with a defective product.
08/09/2006 ReOpen the Complaint
07/20/2006 Case Closed AJR
07/20/2006 Inform Business - Case Closed AJR
07/20/2006 Inform Consumer - Case Closed AJR
07/20/2006 Bureau judged complaint resolved
07/20/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
THey sholdn't be making the customer jump through hoops.
07/18/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
07/18/2006 Received Business' Rebuttal Response Hewlett Packard made contact with Mr. Kuenkler on 7/14/06. Mr. Kuenkler agreed to the repair that Hewlett Packard offered. Repair order # DKQ433-01. Hewlett Packard is closing this case.
07/17/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
07/17/2006 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
All I received was an Apology from Hewlett Packard for the horrid customer service experience I have so far received. Sara DeMerritt informed me that they do not have to offer a refund or exchange of the unit at all, and would only consider it after the unit has been back to service 3 times. Which puts me in a position where I have had a defective product since April, and will continue to be without it until it is actually fixed, or replaced, or I get my money back from it. As a working IT Professional, this is more than unsastifactory. I was told that if my laptop comes back after the 2nd round trip to the repair facility still defective, that I would have to file a rebuttal, and await HP's response yet again. Which would mean another 2 weeks or more before I receive any help from HP. I said that's ridiculous, you have my case, and have told me I can speak to no one else but you, why would I need to waste even more of my own time pursuing your defective item, when I could just call you. She informed me that once the repair order was written, she closes the case for the BBB, and is done with it. I said no way, I have spent hours on the phone and on chat trying to get my obviously defective item taken care of, I have been treated horribly by your own Case Manager, and now I am told that I have to do it all over again the next time. That is unacceptable. After I had gone over that a few times, Sara informed me that Fine, you can call me if it comes back defective, but all I will do is issue another repair tag so it can come back to service. So, here I am, still stuck with a defective item, hoping it can be fixed this second time, and not come back from the repair facility as NPF. I have also learned from this experience that I would have been much better off buying this unit from Costco, as they would have gladly taken it back and exchanged it for another unit, no questions asked. HP pales in comparison when it comes to taking care of their customers. Or in the words of Sara, we have Billions of customers (must be meaning that due to their billions of customers, my issues really aren't all that important, nor do they warrant any type of expedited help, especially after the way I have been treated).

Still frustrated, and still without a fully functional $1400 item.
07/14/2006 Forward Business response to Consumer CLT.cf.rtf
07/14/2006 Receive Business Response Contact Name and Title: Sarah DeMerritt
Contact Phone: 650 857-7177
Hewlett Packard contacted Mr. Kuenkler on 7/12/06 and informed Mr. Kuenkler that because the unit has only been repaired one time a refund would not be an option. Informed Mr. Kuenkler that he has to send the unit in again for repair. Mr. Kuenkler has agreed to the repair and Hewlett Packard will call Mr. Kuenkler back on Monday 7/17/06 with the repair order number.
07/12/2006 More info received from the consumer I received a call from HP from a person by the name of Sara Damara on the 3rd. She left a message. I have now called back 6 times, over the course from the 3rd until now (the 12th) and have not yet received a return call. Not only has HP been completely horrid in customer service, this will be the 2nd expected call back from HP that I have not received...
06/27/2006 Inform Yahoo/HP of Complaint
06/27/2006 Send Acknowledgement to Consumer
06/27/2006 Yahoo/HP Complaint Validated
06/27/2006 Complaint Received by BBB

My DV8000t laptop came back friday, (Sept. 22nd 2006) after it's 3rd trip in for repair. A technician called, again agreeing there was a problem with the keyboard, and for some reason, also replaced it, and the lcd for the 2nd time. The LCD screen was fine. My unit also came back with more scratches on it, basically it looks like it's been used for a year or so, while I've only been able to make use of it for a month or 2. I've left a message for Sara Damarit of HP Executive Customer Relations. I am now 6+ months stuck with what is a fully lemon product, and I have gone through all of the steps HP has required of me the consumer. With still no resolution...

[Greg]

this is horse crap. get a lawyer and/or dispute the charges. see about getting class action status as well.