HP Hell Experience #3- Final summary.

Discussion in 'HP' started by Crimsoned, May 4, 2011.

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  1. Crimsoned

    Crimsoned Notebook Deity

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    This is a follow up to my HP Hell experience #2 found:
    http://forum.notebookreview.com/hp-envy-hdx/562784-my-hp-hell-experience-2-a.html

    The reason why I decided to do two threads is simply because my previous thread is already full of crap from my previous Envy 17.

    Background

    This thread is dedicated solely to my current HP Envy 17 Sandy Bridge replacements, which has been a lie after a lie.
    To summarize I purchased an Envy 17 with the previous generation of Intel i7 processors, Arrandale. The laptop overheated, and seemed to occur due to a very poorly designed cooling system.
    My case manager replaced it for an Envy 17 Sandy Bridge and an i7-2630QM processor. This of course took building of the laptop, which took approximately from March 17~ I forget, to about April 11. This wait on top of the previous weeks from Feb 22~ when I purchased the laptop to March 17 to reach any kind of agreement.

    The Sandy Bridge laptop

    Upon receiving my Envy 17 SB I really began to enjoy it, 5 hour battery life using the 9 cell option. Ran very cool using the Intel HD, plus it had the potential to do work at a much faster pace then before.
    This was when I started to notice small issues, first the audio then some issues with switching graphics causing come programs to crash (later fixed by recovery). The issue with the audio was from using headphones, it produced high pitched noise or static depending on the headphones or IEMs.
    This did not bother me enough to waste 1 week to 1 month on a repair or replacement, however what really bothered me was a few days later I noticed the laptop would throttle massively during games. The throttle was enough to just about lock up the laptop, the mouse was incredibly slow to move, at around the pace say 5 seconds per 100-200 pixels or less. Alt tabbing, and various other functions simply were not responding.

    This was when I begun to do diagnostics... Reinstallation of windows, trial and error, swapping hard drives, drivers, ram, and constant trial and error of software installed/uninstalled.
    Tried to update, tried to go without updates.

    In the end there was nothing to do about the massive throttling., my Case manager offered a replacement however I knew with all the delays that could take weeks to a month or more. So I opted for repair. The repair took place on a Friday on march. The Box was sent out, and I received it on Monday.

    The Ominous call.

    I took the empty box to work, as I figured I'd get the laptop ready for shipment meanwhile at work however at around 12~ PM I received a call asking if I had received the box, which I had so then the man on the phone tells me not to send the laptop back in for repair and if I was interested in a replacement.
    I of course immediately thought, "hadn't I gone through this already with a support rep?". I immediately asked, how long would it take. The person on the phone, later to be my contact for several new information regarding some products, told me approximately that by that same week on Wednesday or Thursday I would have the laptop. I of course was thrilled.
    He immediately said however that the specifications would be different, this was when my hopes dropped thinking I'd be offered and inferior Envy 17 but contrary to my expectations I actually received an upgrade:
    i7-2630QM to i7-2820QM
    1TB HDD to 2x 640GB Hard drives
    Plus another upgrade I hadn't been told.

    On wednesday I received a call from my cousin, saying two packages had arrived at the house. An HP Envy, and my sword (Valiant Armoury Warder- woopy). I was absolutely ecstatic. I immediately proceeded to picking up the laptop, and unboxed it.

    Sure enough it was brand spanking new laptop, however I noticed something. The box was much longer then my previous Envy 17. I immediately knew this was the Envy 17 3D, this of course highered my hopes.

    When I took it to work and finally unboxed it, I was met by the 3D goggles box, and of course the typical Envy 17 box. Further proof that it indeed was the 3D version of the Envy.

    I started the laptop, went through the setup and immediately began to instal Hwinfo32, CPU-Z, Intel Turbo Boost monitor, and Prime95. 5 minutes later, and I realized the laptop too suffered from:
    high pitched audio or static depending on the headphone.
    and the dreaded throttling.

    A few other quick tests involving a combination of Prime95 and Furmark immediately brought the laptop to it's knees, giving me the same massive slow down of the laptop as seen in my previous Envy 17 SB.

    I called my contact told him what happened, he asked a few questions. He said he'd have another replacement for me in a couple days. Which was true. A few days later....
    my 2nd Envy 17 SB replacement arrived. Exactly the same issue as the 1st replacement, and the original SB Envy 17.

    The final replacement.

    I once again gave my contact a call and told him that the issue persisted, however I'd be sending it for repair since my chances of getting a working laptop were greater since they'd check it. He immediately told me he could offer another replacement, however he'd check it personally.
    Right then and there I immediately knew this was NOT HP's tech team, not HP's case manager's team. Who could have access to many Envy products.

    So I asked him. Who exactly he was, and what department from HP he was in.
    His name is **** and he worked for HP's ***** department.
    HA! Thought I'd reveal my source did you? Shame on you! (seriously though I am not giving it up, I don't want people calling them to bother them. They will contact you if needed, if not you will not be contact. Simple as that.

    During the phone call with my contact, I ask him about the Envy 14 SB which he replies he actually has them right there for testing. I proceed to ask him about when they would be available, he said they are not available for purchase at HP's website however he'd be more then willing to put an order for me. A few other questions, and more information later I finally had to decline the generous/privileged offer at the time my finances were not exactly top notch, and also I was wanting to wait to see how this Envy 17 was resolved. He also indulges me with some information regarding the Envy 17.


    So he promises me to check several units, and to send me a working unit.
    This was on Thursday of last week. On friday he calls me to see about a diagnostics he'd like me to do, and on Monday he'd call back to see the results. He also tells me he prepped the replacement laptop, and is good to go soon and I should have it in a few days.

    Monday comes, and no call. I decide to call him instead, however he does not answer. This begins to worry me, but I decide you know am I thinking they're a busy department they can't be stopping their work over a single report.

    The same night I decide to sleep a little late, and go to work a little later than usual (don't worry I don't get in trouble even one bit!)... The next day I wake up a little later then usual, and BOOM a knock on the door. I proceed to think, it's 10:30 am, it's USPS probably however I notice my dog starts to bark so I go to the door to help my Grandma answer. It's fedex. With my Envy 17.

    I was psyched. I got ready for work, and took the laptop to work.


    Testing and Conclusion

    I began to test it throughly. It does not throttle when the processor is in use alone, however adding furmark the CPU throttles however does NOT slow the laptop down to a crawl. A clear sign that perhaps Furmark is just messing up the test. So I proceed to install League of Legends. 30 minutes into the game, not one throttle. Everything ran just as it should.

    I then test with Prime95, it throttles but does not slow the laptop down. I then decide to test further in real work scenarios at home.

    2 hours of gaming, and a small 1080P video rendered into 10x it's length (same video X 10) and I can safely say the laptop is fine in terms of performance, however there is slight hints of small throttling (nothing major at all).

    Now keep an eye out for the market place chances are this baby is going up for sale.

    My feelings of HP have not changed. I will definitely not buy HP again, nor would I recommend it.
    They lost tons of money on my resolution, and wasted far too much of my time.
     
  2. horsebath

    horsebath Notebook Enthusiast

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    while I must say this is an unfortunate situation, your diligence to get exactly what you wanted DID pay off. Writing off HP as a whole is a tad unfair.

    You have far more patience than I, as I would have simply returned the machine, and shopped another brand.
     
  3. Crimsoned

    Crimsoned Notebook Deity

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    Well I am writing HP off simply because I have other alternatives like Dell business class who's resolution took less then a few weeks and ended with a brand new replacement 100% functional. All repairs were onsite tech, the very next day if I called like before 3~ PM.
     
  4. kev007

    kev007 Notebook Enthusiast

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    Hi Crimsoned,
    I posted some advice regarding the throttling in your HP Envy 17 SB Throttling test thread before I read this. It seems unfortunate that you had to go through hell and back with HP 3 times :)
    Their tech support is aggravating, especially if you live overseas :/
    On the other hand, it forced me to keep the laptop and take matters into my own hands ... I hope my tips work for everyone who has been suffering from poor cooling and your Envy 17 (I sorta lost track of which models were affected the most, but best of luck nonetheless!)

    EDIT: I read through Hell Experience #3 again and i'm thinking of getting an Envy 17 as well. Would you mind sharing the final configuration?
     
  5. VonCrisp

    VonCrisp Notebook Evangelist

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    Crimsoned is it possible for you to tell us if our current Envy 17s can be fixed through a BIOS update?

    I also experience the issue on certain games. .. i.e. Mafia 2
     
  6. ironman

    ironman Notebook Evangelist

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    Crimsoned, STOP BUYING HP LAPTOPS.
     
  7. Crimsoned

    Crimsoned Notebook Deity

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    Okay thanks, I will take a look at it shortly.

    1st Envy 17 config:
    Envy 17
    i7-720QM
    6gb DDR3
    Bluray
    1080P screen
    750GB 5400rpm HDD

    Final Configuration:
    Envy 17 3D
    i7-2820QM
    6gb Ddr3
    Bluray
    1080P 3D Screen
    2x 640GB 7200 RPM hard drives


    I have the answer for your question, just give me 1 more day and I should be able to give a more accurate assessment.

    :( I promise I only bought my first Envy 17 i7-720QM the rest were replacements.
     
  8. VonCrisp

    VonCrisp Notebook Evangelist

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    Thank you Crimsoned! Much appreciated!
     
  9. Crimsoned

    Crimsoned Notebook Deity

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    Alright I posted this replacement up for sale here. After being satisfied with the performance of the laptop. It does not become unresponsive however does throttle slightly.
    Check it out at the Notebookreview marketplace!


    It's possible depending what exactly is plaguing the hardware however could be dangerous as my diagnostics as well as my contact from HP Research Team (They seem to test products before they go into production) points to hardware.
    HP Research team suspects a bad batch of motherboards or processors are causing the unresponsive slow down. My diagnosis leads to the motherboard.
     
  10. Tsunade_Hime

    Tsunade_Hime such bacon. wow

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    Yet another reason to avoid HP consumer notebooks, or rather any consumer grade notebooks. ;)
     
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