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5 Reasons We're Mad 
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Joined: Thu Dec 11, 2008 12:31 am

Posts: 206

Enhanced Warranty: No

Laptop Type: DV9000t

Model Number: EZ345AV

Serial Number: CNF7201VH7

Processor: Intel

Graphics Card: 7600 GO
Post 5 Reasons We're Mad
Feel free to contribute your individual frustrations, I have tried to put together a list of what seems to be angering the majority of us most.

5. Customer Care, or Lack Thereof
Many of us have had different experiences with HP support. Livechat, email, and phone support all seem to yeild similar results in that it takes unending persistence and threatening to actually get anywhere. We shouldn't have to waste our time and energy getting to a case manager while the tech support tries to tell us it is our fault for dropping our computer or having us run diagnostics on the hard drive when the BIOS has graphical defects through it.

We understand that the customer support must run some tests to determine the problem before handing it off to a case manager, but in most cases they won't even bring you to a case manager unless you demand it. Once getting to a case manager, there have been many mixed reports; I got lucky with one who was willing to compromise (although it took a while), but many others are dealing with case managers who are rude and unwilling to even admit that the nVidia GPU defect exists. The point of customer care is to make sure the customer is getting the most value and fair treatment for their money.

4. Repairing with The Same Defective Parts
So far almost everyone who has either paid for or received their repair for free is reporting the defective parts being replaced with identical parts. Many users say that after the repair, their laptop dies again within months. Some of us NEED our computers and can't afford to keep sending our laptops away to HP repair for weeks just because HP is too cheap to realize that the laptops themselves are defective. We all deserve new laptops, no more of these useless repairs.

3. Behavior of HP Forum Moderators
The point of the HP forums is for users to get together and discuss their problems and receive help from other users having the same problems. If 700 people all having the same problem isn't getting HP's attention, then WHAT WILL? The moderators do nothing but delete and censor posts that can ACTUALLY help users (like useful phone numbers, symptoms of the defect, and links to press releases with real evidence of the defect). This site wouldn't have been created if HP had any respect whatsoever for the users on their forums.

Even more suspect is the recent discovery of undercover HP employees coming to this site and posing as users, telling other users to go back to the HP forums because this site won't accomplish anything. When asked if he was an HP employee, he flat out lied and said no. Click the following link for details:

http://hplies.com/viewtopic.php?f=4&t=37

HP, do you really have nothing better to do with your resources, time, and money than send your employees to a community of users frustrated with your company? We are doing nothing illegal, we are spreading no lies; we cannot say the same for your company.

2. The Warranty Debacle
This "enhanced warranty" that has been released for several of the effected Pavillion laptops is not nearly vast enough to include all of the defective laptops. By making this warranty, HP can claim that they have already addressed the issue and that our problem must be different. It is ridiculous and most of us know that every one of our laptop models should be listed there.

In addition, the standard one year warranty for the laptop DOES cover this defect, but HP intentionally withheld this information for months after discovering it so that users' warranties would go beyond the one year mark, rendering them expired. We know that HP knew about the defect since at least November of 2007 when they released a BIOS update for these defective laptops that leaves the fan on all the time (in attempts to stop the inevitable overheating). If HP knew about this in 2007, why did they not notify each and every one of us so we could have dealt with this when our laptops were IN WARRANTY? It's not like the laptops are all just becoming defective now; the symptoms are just signs of the total failure of the laptop, in actuality ALL OF THESE LAPTOPS were shipped with defective parts. Just because the symptoms didn't manifest themselves until a year later doesn't mean that the parts were once working.

1. HP & nVidia Lying to Cover it Up
Finally, the overwhelming evidence that both HP and nVidia have been working together to cover this issue up, making consumers pay. nVidia has been sued by its shareholders for withholding this information, plunging their stocks by %30, and yet HP still gets away with lying and not recalling all of those parts. They waited as long as they could to release the information so consumers would no longer be protected by their one year warranties. Big corporations do this all of the time and they can get away with it because no one is willing to stand up to them.

Well, this is our start, let's do our best to bring these companies to justice and give the power back to the consumer!

_________________
"I don't want to know. I don't need it. I don't want the information that millions of people have. I don't want to be fed these boring facts and figures. Then you'll become one of the masses. I'd rather starve my mind a bit and have to search out nutrition in stranger places."

~ Henry Rollins, 1961


Fri Dec 12, 2008 10:12 pm Profile

Joined: Wed Dec 10, 2008 10:52 pm

Posts: 50
Post Re: 5 Reasons We're Mad
I actually bought my computer in November of 2007...meaning they knowingly sold me a notebook with faulty hardware.

I've been in contact with them since the beginning and never did they admit that something was wrong with it. I had more than one case manager tell me that it was a problem in the "settings" and that I needed to follow their troubleshooting steps or I would get no support. (Though I did go through them more than once...but you know, you have to do it everytime you're in contact with them even though there should be a record that the steps were taken and found to be unhelpful.)

$2100 down the drain. Never again will I buy from HP.


Fri Dec 12, 2008 11:26 pm Profile

Joined: Thu Dec 11, 2008 1:06 pm

Posts: 16

Location: Ohio


Enhanced Warranty: No

Laptop Type: dv9500

Model Number: RL653AV

Serial Number: CNF728482V

Processor: Intel

Graphics Card: 8400M GS
Post Re: 5 Reasons We're Mad
Having spent thousands on 2 laptops & tower computers. This consumer is leaving the HP world! In this case you do NOT get what you pay for.


Sun Dec 14, 2008 5:03 pm Profile
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Joined: Wed Dec 10, 2008 11:10 pm

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Location: Florida


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Laptop Type: DV9000

Model Number: EZ452UA

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Yea, that pretty well covers it.

I just showed some more people that wanted to know what computer brand I had, what brand of laptop I have by pointing to the name on the laptop, and watching them stair confusingly at it not seeing the brand name. Then I tell them that the reason you can't see the brand name is because I got a black marker and marked over the HP name. That's how much I like HP, and then explained to them why I don't' like HP.

It gets the point across quite well. :D

Wayne Sallee
[email protected]


Mon Dec 15, 2008 4:16 am Profile

Joined: Sun Mar 15, 2009 1:52 am

Posts: 25

Location: Macedonia


Enhanced Warranty: Yes

Laptop Type: DV6353

Model Number: RV011UA

Serial Number: 2CB7113BX3

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Here are my few reasons I am very pissed off but first a big compliment to the founders of this website!
Great respect!!!
My name is Peter John Bosse and I am a senior video journalist awarded many times by international media during lots of years during my work as a war correspondent.

December 26th. my house burned, I am Dutch but living/working in Macedonia, Skopje, and my family nearly died in the fire and all my belongings were destroyed and the insurance did not wanted to cover more than 30% of the damage.
In Skopje we have a shop called USA Notebooks and because of a urgent need getting back online I decided to buy a HP notebook dv6000 with AMD and Nvidea chipset.
Soon after registering my laptop with HP I received a email about the extended warranty.
Soon after, the notebook was not even six months old, the Wi-Fi stopped and the led light turned orange and not blue.
The battery is not working over 25 minutes and now the screen stays black and the notebook does not boot!

I have contacted HP right away and they told me to give me my address so they will pick it up for free and repair this.
I told them that I am not living in the US and that I am happy to send it to them directly, but they told me it was not possible..
So with a big question mark I told them again that I can't rent a apartment in the US just to get a faulty shipped notobook being repaired.
That they told me to contact the nearest HP service center which is for me in Bulgaria.
Now the real problem has started as they have a website ONLY in Bulgarian Cyrillic and besides of me speaking many languages I do not read or speak Bulgarian so needed to ask a translator to contact them on my behalf which she did.

Now they gave me the email address of their service center and after lots of weeks and weeks they requested to send me the warranty which I have send them by fax.
Now again weeks later they told me that this model is not being supported in Europe so to contact the US again!
Now finally getting a case manager after writing thme for over six months I got the following email from her:

Quote:
Dear Peter

My name is Elizabeth and I'm a Case Manager for HP US

I tried to reach you by phone but I have some troubles with my international line...........Your case was escalated to me reporting a hardware issue with your computer, specifically with the wifi connection.
I have been researching on this case and I found according the product and serial # this is a refurbished computer, that mean: it have only 90 days of warranty, however I found this product # is under the Enhancement Program for HP which provides of 12 months of extended warranty for this specific issue related to a Defective Motherboard and HP would set up a repair service free of cost in this case.
However, let me explain to you how the warranty works.........I understand that right now the computer is in Macedonia, so the first thing is call to the local support and ask them if the same product and model # was marketed there, if the response is yes, then they could have the computer repaired locally, but, if don't then you may be required to ship the product at your expense to an address in US may be for a friend/relative and then we can set up the service for you.
Believe me , I would like to help you with something else but unfortunately we can not ship any parts or software out of US and unfortunately there is no exceptions.
If you have any question related, just let me know.

Regards

First of all she called me but hanged up the phone soon after I told her, Yes this is Peter....

Now one thing I don't understand is why we don't go together and rent a lawyer and go to court against HP as I am very willing to pay my part for it.
I regret that this seems to be the only real solution to our problems.
If they (HP) refuses to listen well let us make them!

Again sorry for this extended first message and thank you all for reading this bad English story..
Peter

_________________
my project: http://www.extremejourney.com my video's: http://www.youtube.com/pjbosse
Dutch awarded war video journalist living over 35 years in the Balkans
president of the Dutch chamber of commerce Macedonia, Albania and Kosovo
Getting back at HP? YES WE CAN


Sun Mar 15, 2009 3:06 am Profile

Joined: Sun Mar 15, 2009 1:52 am

Posts: 25

Location: Macedonia


Enhanced Warranty: Yes

Laptop Type: DV6353

Model Number: RV011UA

Serial Number: 2CB7113BX3

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Again a little comment, I am surprised to see here the advertising for USA notebooks? While they started my problem.
They sold me here in Macedonia a model which is not supported in Europe and its their job to warn their customers that after 90 days or so if their notebook will break down, or in case of extended warranty they are not able to get support unless they swim over the ocean...
Second of all they are a very cheap company as they delivered my note book with the cheapest electric adapter from USA to Europe standards that nearly a small child got a electric shock!
The dam thing lays open and any one coming near to their electric adapter is in great danger to get electrified by 220 volts.

_________________
my project: http://www.extremejourney.com my video's: http://www.youtube.com/pjbosse
Dutch awarded war video journalist living over 35 years in the Balkans
president of the Dutch chamber of commerce Macedonia, Albania and Kosovo
Getting back at HP? YES WE CAN


Sun Mar 15, 2009 9:52 am Profile
Administrator
User avatar

Joined: Thu Dec 11, 2008 12:31 am

Posts: 206

Enhanced Warranty: No

Laptop Type: DV9000t

Model Number: EZ345AV

Serial Number: CNF7201VH7

Processor: Intel

Graphics Card: 7600 GO
Post Re: 5 Reasons We're Mad
Thank you for sharing your story Peter! The part about them not shipping a repair box to your home country is ridiculous - how does the location of the laptop change its defectiveness?

Believe me, I'd love to get a lawyer together (and there are some members who are working on this right now, and many class actions already going on), but like you said it is expensive (even if we all pay our part). Also, corporate lawyers such as HP's are trained to just completely destroy the competition - they will take our evidence and manipulate it, telling us that "people can fabricate anything online"

Anyways, good luck - hope this all works out for you :)

PS: I switched your Serial Number and Model Number, they seemed to be backwards - the Serial Number requires a certain amount of characters so I just made up the rest temporarily - please go in and put in the correct Serial Number when you get a chance so we can include your laptop in our list!

Peter John wrote:
Here are my few reasons I am very pissed off but first a big compliment to the founders of this website!
Great respect!!!
My name is Peter John Bosse and I am a senior video journalist awarded many times by international media during lots of years during my work as a war correspondent.

December 26th. my house burned, I am Dutch but living/working in Macedonia, Skopje, and my family nearly died in the fire and all my belongings were destroyed and the insurance did not wanted to cover more than 30% of the damage.
In Skopje we have a shop called USA Notebooks and because of a urgent need getting back online I decided to buy a HP notebook dv6000 with AMD and Nvidea chipset.
Soon after registering my laptop with HP I received a email about the extended warranty.
Soon after, the notebook was not even six months old, the Wi-Fi stopped and the led light turned orange and not blue.
The battery is not working over 25 minutes and now the screen stays black and the notebook does not boot!

I have contacted HP right away and they told me to give me my address so they will pick it up for free and repair this.
I told them that I am not living in the US and that I am happy to send it to them directly, but they told me it was not possible..
So with a big question mark I told them again that I can't rent a apartment in the US just to get a faulty shipped notobook being repaired.
That they told me to contact the nearest HP service center which is for me in Bulgaria.
Now the real problem has started as they have a website ONLY in Bulgarian Cyrillic and besides of me speaking many languages I do not read or speak Bulgarian so needed to ask a translator to contact them on my behalf which she did.

Now they gave me the email address of their service center and after lots of weeks and weeks they requested to send me the warranty which I have send them by fax.
Now again weeks later they told me that this model is not being supported in Europe so to contact the US again!
Now finally getting a case manager after writing thme for over six months I got the following email from her:

Quote:
Dear Peter

My name is Elizabeth and I'm a Case Manager for HP US

I tried to reach you by phone but I have some troubles with my international line...........Your case was escalated to me reporting a hardware issue with your computer, specifically with the wifi connection.
I have been researching on this case and I found according the product and serial # this is a refurbished computer, that mean: it have only 90 days of warranty, however I found this product # is under the Enhancement Program for HP which provides of 12 months of extended warranty for this specific issue related to a Defective Motherboard and HP would set up a repair service free of cost in this case.
However, let me explain to you how the warranty works.........I understand that right now the computer is in Macedonia, so the first thing is call to the local support and ask them if the same product and model # was marketed there, if the response is yes, then they could have the computer repaired locally, but, if don't then you may be required to ship the product at your expense to an address in US may be for a friend/relative and then we can set up the service for you.
Believe me , I would like to help you with something else but unfortunately we can not ship any parts or software out of US and unfortunately there is no exceptions.
If you have any question related, just let me know.

Regards

First of all she called me but hanged up the phone soon after I told her, Yes this is Peter....

Now one thing I don't understand is why we don't go together and rent a lawyer and go to court against HP as I am very willing to pay my part for it.
I regret that this seems to be the only real solution to our problems.
If they (HP) refuses to listen well let us make them!

Again sorry for this extended first message and thank you all for reading this bad English story..
Peter

_________________
"I don't want to know. I don't need it. I don't want the information that millions of people have. I don't want to be fed these boring facts and figures. Then you'll become one of the masses. I'd rather starve my mind a bit and have to search out nutrition in stranger places."

~ Henry Rollins, 1961


Sun Mar 15, 2009 1:59 pm Profile

Joined: Sun Mar 15, 2009 1:52 am

Posts: 25

Location: Macedonia


Enhanced Warranty: Yes

Laptop Type: DV6353

Model Number: RV011UA

Serial Number: 2CB7113BX3

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Thanks for the reply Evey I do appreciate your efforts with this excellent website.

I also am wondering why HP does not pick it up from where I live or even arrange parts to be send to a service center near, such as Bulgaria.
Does HP needs to pick my laptop up or are they right saying that I need to cover the transport to a US address?
How is it possible?

Coming back to the court case:
Reading so many messages on the internet it means there are thousands of people with exactly the same problem so I don't see any problem fighting HP!
Also the NVIDIA problem is world wide known and a simple test will show our right!

If nothing works out for me would you or any one suggest me what to do next?
Or to find some one in the US to ship the laptop to?

Again cheers and regards, Peter

_________________
my project: http://www.extremejourney.com my video's: http://www.youtube.com/pjbosse
Dutch awarded war video journalist living over 35 years in the Balkans
president of the Dutch chamber of commerce Macedonia, Albania and Kosovo
Getting back at HP? YES WE CAN


Sun Mar 15, 2009 2:31 pm Profile
Global Moderator
User avatar

Joined: Wed Dec 10, 2008 11:10 pm

Posts: 203

Location: Florida


Enhanced Warranty: No

Laptop Type: DV9000

Model Number: EZ452UA

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Peter John wrote:
The thing lays open and any one coming near to their electric adapter is in great danger to get electrified by 220 volts.


Interesting. Can you go into more details about this?

Wayne Sallee
[email protected]


Sun Mar 15, 2009 7:11 pm Profile

Joined: Sun Mar 15, 2009 1:52 am

Posts: 25

Location: Macedonia


Enhanced Warranty: Yes

Laptop Type: DV6353

Model Number: RV011UA

Serial Number: 2CB7113BX3

Processor: AMD

Graphics Card: 6150 GO
Post Re: 5 Reasons We're Mad
Well I can make a picture from the adaptor, as you know the USA powercords are like a tripe and the European are like a circle.
USA notbooks thinks saving on this with a very big danger!

Here the adaptor
Image
remember when you try to pull it out of the socket the down part stays in so there is a danger that you get a electric shock!

_________________
my project: http://www.extremejourney.com my video's: http://www.youtube.com/pjbosse
Dutch awarded war video journalist living over 35 years in the Balkans
president of the Dutch chamber of commerce Macedonia, Albania and Kosovo
Getting back at HP? YES WE CAN


Sun Mar 15, 2009 7:25 pm Profile
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