2nd time in for repair...

Ok the last week of May I sent by dv6000t CTO in for repair because I could not connect to a wired broadband internet connection. I barely bought the notebook the last week of April.

Now the same problem has occurred and I'll be receiving my repair box to send it in again on Tuesday. Last time, they sent it back with a paper saying they replaced the system board.

I've tried numerous cables, and 3 other computers in my house can all connect to my network. I've tried connecting to my router as well as directly to the modem. I know it's not my connection...it must be the laptop.

Does anyone have any suggestions? Is there something I could be doing wrong? I have fall semester starting up soon and I don't need this hassle during school.

 

Does your card show up at the Device Manager/Hardware menu? Does it have a yellow icon under network cards? If it does, uninstall and reboot and see if the laptop recognizes it again. Otherwise have to download the driver from HP.

 

Installing the latest Ethernet driver will force a redetect.

I'd do the usual virus/worm/spyware sweep too, just to be thorough.

 

No yellow icon under network cards...I updated the drivers with the HP support person, still no luck.

I scanned for viruses and spyware. The guy on HP support told me to permanently disable Norton at one point because it was causing the issue. Total BS.

I've called back and got through to 2 supervisors. They're having a case manager call me Monday. I really just want my money back or a replacement now because in the less than 3 months I have owned the product, I have spent god knows how many hours on the phone with support and had the notebook now sent in 2 times for repair. If I had purchased this from a store this would never happen.

 

Just keep sending it in. The trick to overcoming this issue is to not let it frustrate you. Just keep requesting a CSO number, and eventually, they will lose more money attempting to fix it than it would cost to replace it entirely.

The cost to HP for repairs and shipment expenses are all US-based, so it costs them quite a bit of money each time it's sent out compared to the amount they pay to make a laptop in China- that's 3 overnight fedex express deliveries per repair, plus the cost of a box and packaging material, plus the cost of labor in the US to make the repair. It adds up quickly, so HP will usually step up after the second or third repair and offer a replacement.

Getting certified for a replacement is not the difficult part. What's a pain is the lack of good communication during this whole process. Pray that you get a good case manager that is true to his/her word and actually contacts you when they promise.

 

Thanks for the responses!

Kubel, you had a good point about the repair in US vs replacement in China. I read your problem with your HP along with the 18-page thread with other people's problems. This is really not right. I need this computer for college and I do not have the time to go through a several month hassle with HP for the possibility of a replacement or repair.

Now if they can offer me a replacement quickly, I'd be happy. But at this point I'll be contacting California lemon law attorneys on Monday and fighting for a refund. I'm really disgusted with HP, especially after owning so many HP and Compaq products over the years and never dealing with this.

 

HP "Case Managers" are the worst! I had to suffer through 6 or 7 techs, 4 of them outsourced Bangalore, India mindless "script readers." Once I finally got to a "Case Manager," Gerorge McPhee, he knew even less about the dv9500t (and computing in general) than most of the junior techs. The guy repeatedly insisted the machine could do things it could not yet (not surprisingly) refused to detail how they might be accomplished.

Once I finally gave up on the laptop (and HP), the guy even refused to issue me an (RMA) Return Materials Authorization! I finally got one from a nice young woman who, despite having no technical understanding of my plight, seemed to partially feel my pain and got me the RMA and return shipping (Fedex) scheduled.

The problems I was having were BIOS-related, fully documented in other threads on this site.

The experience not only turned me against the Pavilion dv9500t, but HP in general, a company I use to revere for their calculators and great medical equipment. In the end, it's a question of numbers. Every three seconds HP sells a printer or computer. It's the ultimate example of the customer being "just another number." :-(

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