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Complaint Review: Hewlett Packard

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  • Submitted: Thursday, June 25, 2009
  • Last Posting: Saturday, February 20, 2010
  • Reported By: — Normal Illinois
Hewlett Packard
www.hp.com Palo Alto California U.S.A.

Hewlett Packard - HP Sells Laptop With Known Problem. Fixes With Known Bad Components Palo Alto California

*Consumer Comment: To the employee...


1Author 2Consumer 1Employee/Owner

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A little over a year and a half ago I bought an HP Laptop (DV9000) it turns out there was an issue with the companies Motherboards (Actually many HP motherboards have this issue, which makes them fall apart easily. Just search around, there computers are crap). Anyways, I sent in the computer twice, the first time they just reinstalled windows but left the motherboard with known issues installed, the second time they replaced the motherboard with another motherboard of the same exact type (Even though they knew they were prone to breaking). At this point my computer was out of service for nearly 20 days due to sending it in repeatedly. HP then had the nerve to ask me to send it back again! They said "Well it's out of the normal warranty, but we've extended the warranty by two years" as if they were doing me a favor! They had to extend the warranty because there is class action lawsuits popping up over their PC's and way too many complaints. Before they became complete lemons they tried to cover themselves.

Anyways I filed a Better Business Bureau Complaint after telling HP I wasn't sending in my $1500 laptop for a third time! They basically blew me off.

Here is my full Better Business Bureau complaint against HP. Take my advice, buy a different brand, you'll see why below: I am so pissed my plans are to post this 1000 times on various forums and to build an HP Sucks Website with my programming and design Skills.

Complaint Description Posted To BBB - Posted 6/2/2009 9:49:19 AM

This problem extends nearly 2 years! In September 2007 and October 2007 my wife and I had to send a laptop back to HP to be repaired. The unit in question the HP Pavilion DV9000 CTO was known to have a bad motherboard which was to be replaced with a new motherboard model that would not have compatibility issues. On the first occasion they simply did a software reset and sent the item back, on the second occasion they replaced the motherboard with the EXACT same motherboard type originally in the device even though it was known to go bad in a relatively short period of time. They also did not update the bios to even try to fix the actual problems. Now still under warranty in 2009 (The laptop has so many issues with the motherboard they had to offer an additional 2 years on the warranty) they want us to once again send in the laptop for repairs and another motherboard. This has created a loss of wages as my wife uses the device for work and it has already been out of her hands for almost 20 days in total when shipping and repair times are included. HP has in no way attempted to actually fix the device instead relying on old worthless products.

Complaint Summary

Hewlett Packard has continually accepted a laptop back from me that has motherboard issues. The motherboard type is known to be defective.

Resolution Sought

Replace the laptop with a working device (same specs or higher) with a non-defective motherboard and have us send the old laptop back at the time we receive the working device so there will be no lost wages from my wife's engagements. Or Offer a local service call to fix the issue by replacing the motherboard and wireless card with non-defective offerings.

Company's Response

Company's Initial Response - Posted 06/23/2009
Hewlett Packard's Executive Office sent Mr. Johnson an email on 6/18/09 requesting the product #, serial #, proof of purchase and service ticket # (if he spoke with Tech Support). This information is necessary to review the warranty status. This information can be sent to cynthia.ferguson@hp.com.
Initial Response Summary
Hewlett Packard's Executive Office sent Mr. Johnson an email on 6/18/09 requesting the product #, serial #, proof of purchase and service ticket #.

Consumer's Rebuttal

Consumer's Rebuttal - Posted 06/23/2009
The most recent Service Ticket Number is (Remitted for identity protection. HP Pavilion DV9000 CTO - S/N=Remitted for protection P/N=Remitted - HP has already called from corporate and received the Ticket number which has all the device information. The most current ticket is under my name

Company's Final Response

Company's Final Response - Posted 06/25/2009
Hewlett Packard's Case Manager Rodney spoke with Mr. Johnson on 6/2/09 to advise him a repair per the Limited Enhancement Program is the only option on a notebook that is over 300 days out of warranty. Mr. Johnson's last repair was November 2007. Mr. Johnson received a box on 6/3/09 per FedEx #(Omitted). Mr. Johnson advised the Case Manager that he wasn't going to send the notebook to the Repair Center. Mr. Johnson advised the Case Manager he wishes to persue this legally as he does not want to have Hewlett Packard fix the machine. There are no other options available except the repair per the Case Manager.

That's the end of the BBB Complaint. Basically HP has NO ALTERNATIVE TO FIXING A LEMON DEVICE OTHER THAN TO REPAIR IT 3 TIMES. They will also NEVER escalate your claim. NEVER NEVER NEVER according to their own words listed above. They also will not offer expedited fixes on a third repair. That's right folks be ready to wait 14 days!

Look for this same post 1000 more times and I'll post my new HP complaint site shortly.

Fgear
Normal, Illinois

This report was posted on Ripoff Report on 6/25/2009 7:57:54 PM and is a permanent record located here: http://www.ripoffreport.com/computer-manufaturers/hewlett-packard/hewlett-packard-hp-sells-la-mm2m3.htm.

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REBUTTALS & REPLIES:
1Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 Employee

Explaination of HP's Limited Warranty Service Enhancement

AUTHOR: Springfish - Springfield (U.S.A.)

SUBMITTED: Friday, July 17, 2009

I just wanted to follow up on this with the actual information about what happened and why.

First, the fact that you purchased a dv9000 does not automatically guarantee that you will be covered by the Limited Warranty Service Enhancement. Saying that it's a "dv9000" is like saying it's a "Ford". There are hundreds of models under the category of dv9000, and only a small portion of those had the affected motherboard.

The actual issue you are referring to is due to a faulty GPU and chipset manufactured by NVIDIA, as you can see here:

http://www.nvidia.com/object/io_1215037160521.html

This problem is not limited to HP. All major notebook manufacturers are affected, including Dell, Apple, Lenovo, etc. HP was not required to extend a Service Enhancement, but decided that it was a good business practice.

And, this does NOT extend the warranty on affected notebooks, especially not for an additional two years. If you have an affected notebook, HP will fix it for free for two years from the date you purchased. So, it effectively HP will cover this specific issue for ONE additional year from the end of your factory warranty.

The reason you were told by tech support to send your notebook back to the service center was because that's HP's policy. A case manager will not replace a notebook unless it has been sent to a service center three times. Yeah, it sucks, but that's how it is.

No, they did not replace your motherboard with the exact same board. The affected boards had problems due to the type of solder used on the GPU. The replacement boards are not even manufactured by the same company.

As for your wife losing money because she uses the notebook for her business... well, how exactly is that HP's fault? If she had purchased a business model, then there would have been warranty options that include loaner notebooks during service, replacement, or even onsite service. It's not HP's fault that you didn't make an educated purchase.

Now, as for your BBB request:
"Replace the laptop with a working device (same specs or higher) with a non-defective motherboard and have us send the old laptop back at the time we receive the working device so there will be no lost wages from my wife's engagements. Or Offer a local service call to fix the issue by replacing the motherboard and wireless card with non-defective offerings."

One, a case manager sending you a replacement notebook takes 6-8 weeks. Your wife would lose more money getting a replacement than she would getting a third repair done.

Second, the problem is ONLY the motherboard, not the wireless card. Repeat, there is nothing wrong with the wireless card. As I said earlier, the NVIDIA chipset that controls the PCI Express slot that the wireless card plugs in to is the problem. You could replace the card all you want, it still won't work.

Third, as I said earlier, HP consumer notebooks have a Limited Repair Warranty that requires you to send the notebook to a service center. If you took it somewhere local, they would just be a middle man and they would send it to the service center, adding additional wait time.

You're obviously not the only one facing this problem, but HP has gone above what is required of them, and has been more responsive than other manufacturers to get notebooks repaired.

Your case manager laid out what steps need to be taken, and you refused and threatened legal action. At that point, you limited your own options.
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#2 Consumer Comment

Also Had issues with HP

AUTHOR: Tgrable - Little Rock (U.S.A.)

SUBMITTED: Saturday, July 18, 2009

I had a HP once upon a time.. was the first 1ghz PC on the market, but after numerous problems like faulty restore disks, power supply going out and frying the motherboard all with no support from HP (happened about 11 months after purchase) I decided to never buy a name brand pc again.

Since then myself (and many others) have gotten away from the name brand pc's and have found we can build our own computers with better components for a LOT less than any name brand could hope to match. We might not get warranty on the entire system, but we get warranty on the individual components ( a good few of which offer lifetime warranty's)

So I guess what I'm saying is next time you need a PC build your own or get a friend who can to do it. You will save money, gain perfomance, have more stability, and probably land a better warranty on the individual components than you would with a name brand company.
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#3 Consumer Comment

To the employee...

AUTHOR: FaheyUSMC - (United States of America)

SUBMITTED: Saturday, February 20, 2010

The issue isn't related to a motherboard, despite Hewlett-Packard's claims.  The issue is regarding defective NVIDIA graphics processing units which are not subject to a single motherboard configuartion.  Hewlett-Packard attempted to claim that it only affected AMD motherboards when it's been shown that Intel motherboards are also affected.  This has led to several issues with claims of preferential treatment being given to AMD motherboards based on faulty logic.  Furthermore, Apple released it's own extension to warranties after NVIDIA came out and told them which GPUs were affected.  They decided to lead their own investigation and found that the 84/86 series are also just as defective.

To the poster:

I would recommend going through the BIOS updates for your specific model.  You will find that Hewlett-Packard shoved an update to the BIOS down the throats of those located under the extended warranty program that left the fans running longer and harder than normal.  This has since come out for your computer (assuming it's a dv9000 CTO) on that same date.  In fact, many of the computer models not listed have had the same BIOS update.  For mine (a dv9460us), it came out 25 March 2008.

If you are interested in more information on the issue, as well as Hewlett-Packard's cover-up of the issue, search for "HPLies".  The forums we provide list the issue in great detail, as well as what people are doing about the problem.  Most people have resorted to filing small claims lawsuits.  I am one of them.


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