WARNING: Do not buy HP's dv6000 Notebook

roadrunner · 04-18-2007, 04:37 PM

My HP's dv6000 Laptop had to be serviced continuously for 3 months and is still broken. First service call was placed in late 01/2007. After reinstall network driver then wipe out Windows, problem was found on defective wireless card. It was first replaced with a new one that I had to order with my credit card, but by replacing just the card did not fix the problem. So after reinstall network driver then wipe out Window, the laptop was sent in for repair. Wireless card was repaired but soundcard was not working when the laptop got back. Also the battery was missing. After reinstall soundcard driver then wipe out Windows, laptop was sent in again for repair. It took 3 weeks for them to send a new battery. It also took 3 weeks to service the laptop, but when returned, the laptop has a battery and a AC supply that I did not send in, the DVD drive is defective and it also has someone else's hard drive inside my laptop (laptop has my serial number) with the owner's personal data.

I left many messages with Joe Broadbur who is my case manager at (877) 917-4380 x94 option 1. I recommend no one deal with him. He said that even if the laptop has to be serviced continuously for the entire year under warranty, that is what will have to happen until warranty runs out. He also thinks it is not a bad idea to sell this laptop on eBay after all is fixed by taking a loss.

I also email a couple messages to external.ceo-communication@hp.com which has a pretty generic response saying:

On behalf of Hewlett-Packard we apologize for the delay and difficulties you are experiencing. Your two messages have been forwarded to our Executive Customer Escalation team who will review your case.

I have called tech support 800-HPINVENT who has told me that they will get someone to call me because it is not tech support related.

I have called their HQ at (650) 857-1501, and they said someone will get back to me on this matter.

First, I am extremely angry that this laptop keeps on failing. In early March, I was told by HP that I have only spent a little over a month and sent in twice to get serviced, so it is not a big deal. Second, not only they have compromised someone else's personal data, they don't seem to care because no one has called me back that they know I have someone else's hard drive.

There is a lot of files in the hard drive. Internet Explorer saved the person's user name and password. No, I respect this person's privacy, but HP better do something about this.

I have no choice but to start damaging HP in every possible way until I get some help. I recommend everyone not to buy anything from HP.

AlanW1980 · 04-18-2007, 05:26 PM

"damaging" HP is not the way to do it! escalate it further up the "food chain" get in touch with a customer service manager. I think if you email the one that most people having been using mark.hurd@hp.com and explain your situation. bad mouthing HP will not endear you to manyt people. Keep on trying with them, and make sure the right people hear about the fact that you got someone else's hard drive. It's a breach of data protection and could get them in lots and lots of trouble!! call customer services and make sure they let you talk to a supervisor and not a help monkey. If you don't like your case manager ask for another one... YOU are the customer!! YOU are right! don't forget that! but probably not best to post these kinds of things on forums you wont get anywhere

hope it goes better for you
Alan

roadrunner · 04-18-2007, 05:51 PM

I have not been getting anywhere. That is why I have to post and hopefully someone at HP or someone on the forum knows someone at HP to call for some attention.

I left many messages with the Case Manager Line at (877) 917-4380 x94 option 1. Please call yourself to verify. I email several times to mark.hurd@hp.com, but I still have not heard from anyone other than generic replies saying it has been escalated.

I have lots concerns for this person's hard drive. It has a wealth of information that I don't care nor want to know about. It will be easy for me to get this person's phone and address, but I don't want to violate this person's privacy.

Over the last 3 months, I have spoke to their tech centers in India, Ireland, and Texas (?). I spoke to the hardware center and also to the case manager. Recently, I called their tech support, but as you know, that is just level one service. I am frustrated that not only this laptop spent 3 months out of 4 months in service, it still has defective part, and also someone else's part.

I am not trying to bad mouth HP otherwise I would not have been working with them for the past 3 months doing returns...etc.

cecirdr · 04-18-2007, 05:53 PM

Actually, as long as the facts are utterly accurate, I think it's perfectly fine to post things like this here. But I would recommend that you dont' say that you're out to damage anyone. Vengence isn't pretty and I don't really think that's your goal. More likely you just want a computer that works the way you expected it to when you bought it.

We unfortunately live in a society where it may still be claimed that the customer is always right, but in reality little opportunities are available to you to exercise this "right". Most companies just thumb their collective noses at you and realize that as one person, there's little you can do to harm them. Until class action lawsuits get involved, cases like this are unfortunately considered "ho hum" to most business types.

Keep banging away with your case. That's the best advice I can offer. Also, keep posting here. But keep it professional.

Just my two cents.
Ceci

roadrunner · 04-18-2007, 06:04 PM

Thank you, cecirdr. The facts are accurate. My notebook's S/N is EZ472UA#ABA CNF6330R3P. I can post additional information if I need to autheticate myself.

Again, if I just want to bad mouth, I would have done it 3 month ago when I initially had to use my credit card to purchase a wireless card from HP to swap out in order to service it. I am trying to get some help, but also letting people know about some of HP's customer experiences. I think that is fair.

Greg Ross · 04-18-2007, 08:09 PM

If you are having this many problems, and have had the laptop repaired for the same issue more than 3 or 4 times, you are entitled to a full refund under the law. Google 'Lemon Law."

Sometimes, support staff drop the ball. It sounds like they dropped it on your head.

roadrunner · 04-18-2007, 09:01 PM

Thanks, Night2004. I have lots patience and willing to go through services and returns continuously for 3 months because I know it is not easy running a big organization. It helps me in a way so I will attend more to my own customers. But this is really bad, which is why I want you to know about.

Just to give an update. I randomly contacted several people at HP including their top-exec via email. Their customer manager has just called and told me someone will contact me soon "to capture this laptop that I have". I guess they are concerned about someone else's hard drive in this. I hope they can do something about it so others don't have to go through what I had to.

spaceman2004 · 04-19-2007, 02:43 AM

I feel your pain...

Read my sig on customer care!

SauronMOS · 04-19-2007, 04:14 AM

roadrunner, I'm another person who feels your pain.

My HP dv5030us has been nothing but problems as well. It can only be described as a lemon.

The funny thing is that the only problems I had ever had with PCs were Windows related. I never had any kind of hardware issues (other than Creative soundcards having awful sound quality and optical drives dying) until I got that HP notebook.

That system had everything wrong with it from general Windows problems to hardware issues galore.

Now that the motherboard died after not even a year of us, both HP and Fry's are giving me the run around.

If I ever buy a Windows PC again it will be something I build myself so I can control all of the components and know what kind of quality I am putting in it. After this experience I will never buy a Windows notebook again.

At this point I am going to just push to get my system replaced.

Edit: I only wish I could get a refund on the other HP products I purchased. Like the photo printer, all-in-one, tv tuner, etc.

roadrunner · 04-19-2007, 10:58 AM

I was going to just wipe out the hard drive for them, but the DVD drive is probably detached as a result of their last service in replacing the motherboard. Anyhow, I spent way too much time on this and I hope they will take care of their customers better. It is typical of a large company selling and servicing products. But after all the troubles, I'm truely pretty mad. Although I don't think they have to do much more than replacing it with another unit, but if I'm one of their top exec, I'll make sure someone there will make up to me somehow so I'll have better things to say about them. Not that I'll bad mouth them as someone posted earlier, but most people tend to express their experiences when opportunity comes up.