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dv2000/dv6000/dv9000 recall

Discussion in 'HP Pavilion Notebooks' started by ubatz, Mar 27, 2008.

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  1. ubatz

    ubatz Notebook Consultant

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    I have an out of warranty dv9000 and haven't had wireless for months. I just discovered HP issued a recall for the wireless and other problems with several different Pavilion and Presario models. For the wireless problem with the dv9000 they are replacing the motherboard on all notebooks in or out of warranty. I was wondering if anyone has had the repair done under the recall and how it turned out? I'm also wondering if HP is still cosmetically trashing notebooks when they are sent in for repair?
    Here is the link for the recall:
    http://h10025.www1.hp.com/ewfrf/wc/...77&lc=en&cc=us&dlc=en&product=1842189&lang=en
     
  2. flipfire

    flipfire Moderately Boss Super Moderator

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    Call up HP and ask. They might even replace the laptop
     
  3. clarrkkent

    clarrkkent Notebook Enthusiast

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    Just to clarify, this is not a "recall". It's an extension of the standard 1 year warranty. I had my DV2000 sent in for repair. My experience with the repair has been truly terrible. HP redefined what I thought a low standard of customer service could be.

    In short, HP received it Feb 14th and I still do not have a laptop. It took MANY calls, many emails, and many broken promises by HP before they agreed to send me a new laptop. Estimated time of arrival - 10 days from now. They'll drag they're feet every step of the way and resist doing anything to resolve your problem. They'll promise delivery dates of your repaired laptop, but each time that date comes they'll call and say "another two weeks".

    Send it in. It's still under warranty as long as you haven't purchased it over two years ago. However, make preparations for being without a laptop for a long, long time and don't hesitate to escalate your case to a Case Manager. Just never expect the Case Manager to call you as promised. You'll have to call repeatedly to get a hold of them. Good luck.
     
  4. ubatz

    ubatz Notebook Consultant

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    My notebook is over 2 years old and when I spoke with HP they told me there was a recall and they would fix my dv9000 free of charge. When I posted this I had already received an email confirming my repair order and box. I'm very familiar with HP's dreadful customer service, horrible repair practices and the infuriorating case manager games.
    This dv9000 was a replacement for my dv8000 which was in for repair 3 times, never fixed and completely trashed by HP. I'm wondering if they are even capable of fixing this wireless problem? The bios update they issued for the problem is useless. I'm trying to see if anyone had a successful outcome having the repair done or is this the same old HP game of mail it in, even though we can't or won't fix it, for endless, useless, damaging non-repairs.
    Judging from what you say, clarrkkent, it sounds like nothing has changed for the better over at HP since my dealings with them 2 years ago.
     
  5. clarrkkent

    clarrkkent Notebook Enthusiast

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    From what I've read on HP's forums and from what the tech told me over the phone, the problem isn't necessarily with the wireless itself, but a heat sinking problem caused by some kind of defect in the motherboard. The over heating degrades the surrounding components over time. Loss of wireless is typically the first symptom of a soon to be dead HP.

    My wireless went out intermittently for the 7 months I had the laptop, then it crapped out entirely for 2-3 days before my motherboard fried.

    From all my reading and my own personal experience, there have been no successful repairs of this issue. The board will have to be replaced, but unfortunately you're right. HP plays the endless wait game always claiming "another two weeks and we'll have the parts". It appears they don't have the parts to actually fix all the defective HP's. Eventually they'll replace. It just took 40 something days for me before they would.
     
  6. ubatz

    ubatz Notebook Consultant

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    OK, Clarrkkent, thanks, this is the kind of info I was looking for. Like my dv8000 this notebook is toast and HP can't fix it. Now I have to be prepared to play the send the notebook in 3 times and then file a complaint with the Better Business Bureau to get a new replacement game. What did you get for a replacement?
     
  7. rtrdogs

    rtrdogs Notebook Evangelist

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    ubatz...I'll be able to answer your question about the cosmetically trashing the notebooks in repair when my one month old DV9700T comes back next Friday. But speaking from prior experience about 3 years ago, I had a notebook sent in for repairs 3 times in a month. The first 2 times it came back looking fine. The last time it looked like the lid had been keyed. I called HP and they sent me a brand new replacement in 48 hours after all the trouble I'd had.
     
  8. ubatz

    ubatz Notebook Consultant

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    Thanks for the heads up rtrdogs. Two years ago HP put 14 scratches in my brand new dv8000 screen the first time I sent it in for repair, truly shocking. I just wanted to know if they were still up to their old tricks. Please let me know what condition your computer comes back in.
     
  9. vinceman

    vinceman Notebook Enthusiast

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    oh my!!! I'm having the same problem with HP support..I used the chat interface for evidence...

    my advice don't send it just yet, until you get hold of someone with a repaired unit. Either they don't have the parts or they are delaying forever till you forget. Can a class action suit be done on this?

    summary: I reported the problem last year, way before the "recall" and got the GO signal to send it back then. I hesitated and bore being without wireless, since I need the laptop pretty badly. I finally sent it in Feb 2, way before you did Clark. Until now the update is they are missing parts.

    The first promised delivery date has passed. I demanded that they return it even if it's not fixed. the tech told me he's sure I'll get it today APR 2.

    Online repair info tells me it hasn't shipped. I'm sure it is updated often and I'm pretty sure it will not arrive today. I can't explain my frustration, I'm stuck on a very slow computer right now, and every minute it chokes, it reminds me my broken computer. I'm screaming inside!!

    I'm preparing to escalate this after the end of this day. I need help how to do it.

    Here is my chat info yesterday.
    Dorothy: Hello -----.
    Dorothy: Welcome to HP Total Care for Pavilion Notebooks. My name is Dorothy. How may I assist you today?
    Me: hi id like to get a status on my notebook repair
    Dorothy: Sure, I will help you with this regard.
    Me: Order number:
    Entry date / time:
    02/04/2008 4:48pm PT
    Model number:
    RP410UA , HP PAVILION NOTEBOOK PC DV2213CL
    Serial number:
    Dorothy: I understand that you want the status of the notebook at the repair. AM I correct?
    Me: yes
    Me: am i getting it tomorrow?
    Dorothy: Could I have a few minutes of your time while I look at the computer's configuration in my database?
    Me: ok
    Dorothy: Thank you for your time and patience.
    Dorothy: I apologize for the delay.
    Dorothy: I see that the deliver date of the notebook is 04/02/2008.
    Me: yes
    Dorothy: Yes, you will be getting the notebook on tomorrow.
    Me: it should be sent by now right?
    Dorothy: Unfortunately, we donot have the exact information regarding the shipping however the notebook will at you by 04/02/2008.
    Me: so tomorrow
    Dorothy: Yes..
    Me: you are sure that i will get it?
    Dorothy: Yes, I am..
    Me: cause i'm going to cancel my flight to SF because of this
    Me: i need my computer badly
    Dorothy: Sure, I will do my best to send the notebook as soon as possible at your mailing address.
    Dorothy: I can understand your concern.
    Me: i'll hold your word and HP on that. thanks
    Dorothy: Sure..
    Dorothy: Is there anything else I can assist you with today?
     
  10. rtrdogs

    rtrdogs Notebook Evangelist

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    ubatz - Just got my laptop back from repairs a couple of days early. Cosmetically it's perfectly fine.

    I kept the easy peel plastic on the lid, had an extra one and covered all around inside the keyboard (but not the keyboard itself). Got a page that says the LCD cable was fixed.

    The rubber circles at the bottom of the LCD panel are pushed in at an odd angle but I'm afraid if I try to move them back, they're going to pop backward and disappear altogether behind the LCD.

    I did order my Vostro last night and changed my sig file a few minutes ago to remove the DV9700T from it.

    I haven't turned it on yet. Mixed emotions. Ah well.
     
  11. vinceman

    vinceman Notebook Enthusiast

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    I just got a call from HP... and guess what? they are delaying it for two weeks. It's no surprise to me, the reps lie their way out of a call. That call was just yesterday. I am escalating. I need help.
     
  12. vinceman

    vinceman Notebook Enthusiast

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    after being on my cellphone for exactly 1hr 37mins. I finally got the case manager send me a replacement. I requested for a confirmation email, he said he can't give me one. I don't wanna wait 2 weeks and get my old one, will this be a possibility?
     
  13. ComputerMom

    ComputerMom Newbie

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    I own two dv2000 Vista laptops (exact model is dv2416us). They are not even 4 months old. Both are broken and have been back to HP multiple times. HP would not use the word "recall" but these products are defective for sure.

    First, hard drive failure (1 month to replace). Then mother board failure - still waiting to get it back from HP (1 month and counting). Then heat issues (runs way too hot). Then the second one had a motherboard failure (will not boot). I sent it back, within one day (happened to be April fools day) they returned it and had done nothing to it (it was still broken - no boot). Tech support said - oh we fixed it. Not. So, its going back again. I will be without 2 computers....for how long, we will see.

    I regret the day I thought I was getting a good deal buying these laptops. :eek:
     
  14. theseadragon

    theseadragon Notebook Consultant

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    I got my case manager to send me an email that lists the specs for my replacement but it doesn't exactly state it is a replacement for my broken unit (a ZD7000). :confused:

    I am SO glad I printed out my info from the order checking website because my Customer Service Order (CSO) number now comes up as invalid. :eek:

    Apparently, they are sending my unit to the scrapheap or to be refurbished (thus its repair number is no longer valid), but I would have no record of my laptop without the website printout and the email.
     
  15. ubatz

    ubatz Notebook Consultant

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    I don't know why HP told me there was a recall on the phone, it is a one year extension of the warranty as someone said previously. I'm so glad I found out about the warranty because this computer has been a lemon since the day I received it. I was going to wait until the thing fried itself and toss it. Now I can get a replacement, sell it and be rid of HP forever.
    I sent mine into HP today but I don't believe there is any hope for a repair, too many serious things wrong with this notebook.
    Hey rtrdogs, did you power it on yet? Please let us know how your repair turned out. I'm also looking at the Vostro, very close to ordering it.
     
  16. cyberbiker

    cyberbiker Notebook Enthusiast

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    Yep. My experience exactly. HP agreed to replace my DVD drive on 2 February under my 3 yr warranty. Then they just kept extending the delivery dates every two weeks.:mad:

    Last week, after raising kane and discussing breach of contract the Case Manager told me to purchase one and send them the receipt. I promptly jumped online with HP Parts Sales, found the drive in stock and ordered it. :confused: Amazing. Now we'll see how much trouble it is to get reimbursed as the Case Manager promised.

    Seems time to contact JD Powers and tell them the service performance rating they gave HP a couple years ago is woefully outdated. On the other hand, its all you got. Simply breaking a screen can cost more than the 3 Yr Svc Agrmt so it makes sense to have it anyway. Just expect to wrestle a lot and to be without your computer when service is necessary.:rolleyes:
     
  17. rmdesai

    rmdesai Notebook Enthusiast

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    Hello,

    I have 2 x dv9000, 1 x dv2000 & 1 x dv 6000.
    The last two were dead from exact same symptoms. No display/ no boot.
    The dead ones are out of warranty. I was given a quote for Rs. 16,000/- in India i.e. around $400! Then I came to know of the recall/one time warranty, through another forum. I logged a case with HP US customer service, since I bought all of them in US. I got a prompt reply saying both the models qualify for recall/one time warranty. I took these e-mails to the local HP service center. I checked my dv2000 in on saturday (working day for some offices in India) and got it back repaired on Wednesday. I have been working for a week now without a problem.
    It was not easy though. I had to GET it done. It took a lot of patience.
    Its now one done, one to go. The other is with my brother in another town. The HP service center there is giving him a bad time. I hope all goes well there too.
    Will keep you all posted.

    Regards,

    Ravindra.
    India.
     
  18. vinceman

    vinceman Notebook Enthusiast

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    I got better specs too.

    Additionally. I got the same page when accessing my repair info. I also got copies. It seems that they are really going to replace the laptop. Given their job nature, they might be commitment-averse, hence the lack of email confirmation.
     
  19. ncstate11

    ncstate11 Notebook Geek

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    I have sent in my laptop three times already for repair...how did yall get the case manager to give you guys a replacement...i have heard about the three strike rule but is it real?
     
  20. vinceman

    vinceman Notebook Enthusiast

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    I kindly told the rep that the second delay is unacceptable and I'd like to talk to the case manager. The rep transferred to the call the supervisor and the supervisor forwarded me to what seems like a north america based case manager.

    My broken notebook has the same specs you have. I think you have a good case for replacement given the number of times you sent it back.
     
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