DV8000 Series - Keyboard problems. Anyone else?

I sent mine in 2 times for repairs. The first they replaced the memory which did nothing. The second time they replaced keyboard, and LCD (un-related problem). Even replacing the keyboard did not fix problem. I then started an online chat session. During this session the support person asked me if I would like to send it in again for repairs or be referred to a "higher authority". I took the higher authority option. The next day I got a name, phone number and extension for my personal representative to handle my case. I was able to use this number keep in touch with my representative (real nice.) After a week of reviewing my case my representative called and made me the deal.

My advice would be to ask if you can speak to a "higher authority." I'll keep up with this forum to try and help. I wish you all the best of luck.

 

Your experiance is how the exchange process should work.

BTW: Just curious, "Who" did you buy it from?... When I called about an non-related issue, once they heard I didn't buy it from them they pretty much told me to return it to the store..


.

 

I bought direct from HP through website.

 

I have sent mine in 3 times, have chatted with like 7 supervisors, spoke to 2 case managers, and multiple conversations with hp's Executive Customer Response unit, and they refuse to replace mine.... awesome how that works.

 

Night_2004,

I emailed you, I shot a video that shows exactly how the keyboard doesn't work. Granted I'm not a pro-video taker, but I think it's a great example...

 

I'll take a look at it tonight.

 

Here's the link to the video on Youtube:

http://www.youtube.com/watch?v=BlDDeMik-8c

 

That video is awesome...

 

Thanks Jka for taking the time to do that, really appreciate it.
Interesting that Slob didn't have to send his notebook in for the big three repairs like we did and now they are demanding a 4th repair from you. It proves that Hewlett Packard has no consistent customer service and that individuals who work at HP are making the rules up as they go along, very dubious way to do business. Having you send that computer in for a 4th repair is total bull.

 

I haven't sent it in as of yet, as Sara from HP told me that she was cancelling the repair order, as I was "illegally" recording the phone calls...

 

Remind them that it is a one consent state, and you just wanted a record that HP was in fact replacing this x number of times.

Just because you were "illegally" recording the calls doesn't mean they have to abandon their legal obligation to fix your notebook. They are just using that as an excuse to avoid having to fix the notebook...probably cheaper for them to do it that way.

You might have to get a lawyer to send them a letter now though, since they seem to be taking your case to the legal department now.

 

great...

I'm concerned with the cost of that, but if I have no other choices, than so be it.

 

Seriously though, it looks like the law will be on your side this time. You can sue for the cost of your legal fees, as well as the cost of the laptop.

 

I'll be working on it, that's for sure!

 

jka/v how do you record your phone conversations? Do you out them on speaker phone and tape record it? Slobber have you actually received your replacement laptop? Just curious. I am on round two and have yet to send it back for the third time.

 

Yup... i've got a DV8325ca (i think) from best buy here in toronto canada. I type 60+wpm and I have the same issue of keys not registering.

So I'd like this to be resolved but as I see, its not going to happen. To think that sending my laptop out in prestine condition and the possibility of it comming back damaged or ruined? not a good thought.

I've got another PC setup recently running my fav flavour of linux so I MAY end up trying to ship this mother out, and hoping to do the 3x repair swap and end up with a better graphics card however, I doubt that will happen.

Anyone ever get an "upgraded" replacement?

 

I have a dv8000 series as well, I bought in March, exact same issue... I do a fair bit of typing, and the SHIFT, CTRL, or ALT keys will stick once in a while, which I will notice as it will give me all caps, or erase what I've been working on or do other control functions when the CTRL key sticks, which is annoying, even though I can "unstick" them.

I sent it in for repair in August, the new one displayed the same problem. I will have to send it in again when I can afford to not have it for a week or two.

 

Sorry to hear from Mob and Matt with the same problems but happy that you found us. There is definitely comfort in knowing you are not alone. I'm as curious as you are if Slobber got his new upgraded notebook. HP made the same promise to me and I got a majorly downgraded broken computer. When I received my new replacement it was so degrading to read posts about people who were buying this dv9000 for $575 after various discounts, less than half the price I paid for my dv8000. I'm still sitting here with 2 broken laptops for over a month and have not recieved a call back from my case manager.
I've not heard any happy endings on this matter but would be more than happy to hear one. Seems like HP is using us and our bucks as a testing ground for their business line. Pretty depressing being on the guinea pig end and having paid, not volunteered, to be in that position. All I can say is send it in for the 3 repairs, keep a log of every call with date, name of person you spoke with and what was said, save every piece of paperwork, especially the work order that your notebook is returned to you with after repair. After the third non-repair, file a complaint with the BBB, FTC, and Attorney Generals Office. HP is taking it to the bank that you will not pursue the matter. Those of us who have another computer will continue with the process of trying to make HP honor our warranty. Scandalous way to do business Hewlett Packard.
HP is making you call them and do the case manager game because they don't want a written record of your communication through emails. I have found that if you email your case manager they get the email almost immediately. I have 2 computers, dv8000 with malfunctioning keyboard, HP's replacement broken downgraded dv9000, they want one back. I have refused to communicate with them by phone and insisted they communicate with me through email or by U.S. mail. I'm still waiting' to hear from them.

 

I don't mean to be repetitive, but I've been dealing with the same stupid keyboard problems as everyone else. I finally found an easy fix, so I felt obligated to register to this website and post it.

I uninstalled the synaptics keyboard driver and installed the generic microsoft driver.

I did this just over an hour ago, and as you can tell, there are no typing errors in this post.

I'm sure you guys are smarter than I am, and have already figured this out, but I just wanted to make sure.

 

Correct me if i'm wrong but isn't the synaptics driver for the touchpad?

 

Synaptics is for the touch pad. I would be shocked if that fixed the problem, since there are too many users complaining on too many forums. We even have techs from HP that have acknowledged it was a known problem early in the production series of these notebooks. This is a hardware problem.

 

Wish people would post the production /purchase /serial number "range" date of affected models so a pattern could be seen.

 

Correct, I am typing on the keyboard without the synaptics driver installed, and a clean MCE2005 install, the laptop still goes into the same keyboard issues you saw in the video I posted.

BTW, the dv8000t (after being in 3 times, and having the keyboard replaced 2 times), still has this issue in Linux, which has no synaptics software. (Ubuntu 6.10 Edgy).

This is a hardware problem somewhere in the unit, software doesn't have anything to do with it (unfortunately).

 

I just realized that it wasn't the synaptics driver, but the "quick launch buttons" driver. In the device manager, I just installed the standard microsoft driver instead of HP's driver. Now my keyboard works fine.

I'm not saying it's not a hardware issue, but since I changed the driver earlier today, I haven't had a single issue with the keyboard.

 

I'm sure it isn't going to work perfectly, but it sure beats engaging my very own horror story like the ones I've read in this thread.

 

I dont want to take this thread off of the subject matter but as a dv8000t owner I have not noticed this problem, then again which dv8000t laptops are being affected by whats being said in this thread because my laptop was a custom configured via costco. After reading this entire thread (yes im very shocked at the problem being described here), I have concluded that maybe only pre configured laptops are the ones affected by the keyboard problem. As for the other mentioned problems about lock ups and other things I have noticed on my laptop the usb ports constantly popup in Win MCE2005 as "having a problem" or "experiencing a power surge." Now this is obviously not normal but maybe its not the laptop and its just me since im constantly plugging in devices into my usb ports but the wierd part is all of the ports have had this same issue? Again I dont want to drift this thread off the original topic but Id appreciate if someone could tell me if its an actual laptop issue I have going on here or if it was "user abuse" as some called it that.

And please keep everyone posted on the keyboard issue going on, jka/v.

 

Yourrealmom,

I actually don't install the quicklaunch when I reload the laptop. I have no issues with being in windows to watch a show, and rather would have the HD space instead. So, no synaptics touchpad driver, nor quick launch keys are loaded with the video I posted, same problems...

 

Yourrealmom, I tried your suggestion and it did not effect the keyboard problem on my notebook at all. It typed OK for a short time, which it sometimes will do, then started missing keystrokes again, same caps lock problem also. The caps locking is a real pain, nothing I do can stops it except rebooting.
md2b, the only problem I have had with the ports is it will never recognize a devices I plug in: cordless mouse, HP dvd burner, Canon printer. Took me 2 hours on the phone with Canon to get it to recognize the printer. After HP monkeyed around with the computer on the second repair trip we had the same problem again but this time can't solve it. 2 days ago it recognized the burner, now it will not. That one we can't figure out at all and neither can tech support. Burner and printer work fine with our other computer.
Wearenotalone, Not sure it's a good idea to post the serial number of my notebook in a public forum.

 

That-was-aj-ijformative-read:
I've-tried-all-the-tricks-posted-as-you-caj-tell-I-have-jo-spacefar,-the-keys-that-do-jot-work-you-hopefully-caj-see-
fy-jow
n+b-(copy-ajd-pasted,that-works-sometimes)

no-caplock-issue-though.--

I-will-get-oj-ajother-computer-go-through-the-chat-support-to-keep-a-record.

DV8305us-purchased-08-05-2006.
I-will-JOT-sejd-for-repair.-they-kjow-the-proflem-exists,ajd-still-sold-the-machijes.
That-is-ejough-to-jail-them.-"jail"-LOL-caj'tuse-the-right-key!
Repair-or-replacejt,-jot-aj-optioj.-REFUJD-OJLY

 

I-forgot-to-add-that-upoj-refoot,-I-get-rapid-feeps,-just-like-a-key-is-stuck-joje-are.

 

I was talking about a serial number "range" XXXXX'ing out the last digits.
I do think that if people would post in the SAME format production date, Hardware revision numbers, serial number "range" it would help to pin down if is only affecting early models or all models regardless of hardware revision.

 

It might be useful to start a database somewhere, maybe a specific thread or somewhere more convenient, where users having the problems could post only their computer info (in order to see if there is a pattern in where the defect is turning up.) Suggestions?

I think some of the following might be helpful:

Specific model and configuration
Vendor, date of purchase, country
Operating system
Specific symptoms (when it started, what keys are affected, whether it is worse or better under certain conditions, etc.)
What - if any - remedies were tried (new drivers, bashing with rock, etc.) and results
What - if any - communication the user has with HP.

I'd be interested in any common denominators that show up.

 

My dv8000z is custom ordered through office depot. it has the keyboard problem.

 

I can start a spreadsheet on it. See and post findings if folks want to pm me the information:

Model:
DV8000t or DV8000z
Date of Purchase
Vendor
US purchase or International
OS that it came with
OS/OS's that it has now or have been tried
Problems (keyboard, lcd, usb, fan, hd, etc..)
If repaired by HP, and if so, how many trips and what took place each trip
Attempted hacks or solutions tried by the owner, and what good/bad took place from any of them

I'll post up the findings, and maybe make a poll that is model/issue specific.

 

Stay away from the DV8xxx series. I don't know about the other models HP has, but the DV8xxx suck. I just bought a DV8315NR laptop from Best Buy. I am experiencing the shift and control keys getting stuck. Of course this problem doesn't happen all the time, so when I tried to return this laptop, best buy tried to charge me a 15% restocking fee because they can't reproduce the problem (so they think I'm just returning it for no reason).

Stay away from these laptops...they are very nice laptops if the keyboard works, but it doesn't. It's like buying a brand new Mercedes for $10k, but the wheels are wobbly and you can't replace the wheels....what's the point of getting a good deal on something that don't work? Get a dell, or whatever else. at least the keyboard works on those other ones.

 

jka/v,

Try making a new thread and a mod should pin it so everyone can see it. Include that info in it. If we can honestly gather up all that information then we can really make a case - class action.

Green Welling LLP (national class action attorneys) is a good place to contact to get this going, infact they have an open current HP class action going;
http://www.classcounsel.com/news/hp.html

Hope this helps. And count me in if you decide to pursue it with them.

 

I think in the BIOS it gives the hardware rev numbers?, and some other info that may prove "useful".

I think it's a conflict between the touchpad and the keyboard. On the dv8000t I had April-2006 prod date, now RETURNED to COSTCO for a FULL money back... I had several problems, one of which being when running certain disc imaging programs (Acronics True Image server?) from a "bootable" disc the touchpad would go crazy, it having a mind of it's own... being unresponsive... moving in the wrong direction, or not at all.

Not a alot of fun doing disc imaging without the mouse... I think that certain programs were not able to access the external hard drive via the USB port... and I think the mouse problem was still "there" even using a external usb mouse..


Have an "idea"... might work, who knows.... open the unit up and dis-connect the touchpad totally.. and see if that makes a differance...

Another idea would be to disable the touchpad totally in device manager, creating a profile that excludes the touchpad..


.

 

Oh and here is a list from Hp.com of all the different HP dv8xxx class series laptops:

» HP Pavilion dv8000 CTO Notebook PC
» HP Pavilion dv8000t CTO Notebook PC
» HP Pavilion dv8002EA Notebook PC
» HP Pavilion dv8005EA Notebook PC
» HP Pavilion dv8010EA Notebook PC
» HP Pavilion dv8013cl Notebook PC
» HP Pavilion dv8013xx Notebook PC
» HP Pavilion dv8025EA Notebook PC
» HP Pavilion dv8026EA Notebook PC
» HP Pavilion dv8027EA Notebook PC
» HP Pavilion dv8028EA Notebook PC
» HP Pavilion dv8029EA Notebook PC
» HP Pavilion dv8030EA Notebook PC
» HP Pavilion dv8035EA Notebook PC
» HP Pavilion dv8040ca Notebook PC
» HP Pavilion dv8040us Notebook PC
» HP Pavilion dv8040xx Notebook PC
» HP Pavilion dv8045EA Notebook PC
» HP Pavilion dv8050EA Notebook PC
» HP Pavilion dv8051EA Notebook PC
» HP Pavilion dv8075EA Notebook PC
» HP Pavilion dv8088us Notebook PC
» HP Pavilion dv8099xx Notebook PC

 

Lawyers,-laypeople-,-Gates...all-are-not-class=action-initiators..(USA)
Only-a-judge-decides-on-that.
Anyways-I-hate-to-put-you-folks-thru-this,-and-it's-the-only-way-to-start..
Again,-sorry-it's-so-lengthy-it's-evidence,-tho
--------------------------------------------------------

Chat Transcript Begins Here
--------------------------------------------------------------

Maddison
Hello Michael.


Maddison
Welcome to HP Total Care for Pavilion Notebooks. My name is Maddison. How may I assist you today?


Michael bagley
Name HPPAVILION Model Pavilion dv8000 Product number EZ579U Serial number CNDXXXXXX HP DV8305us laptop


Michael bagley
Michael Bagley XXXXXXXXXXXXXXXXXXXXXXXX


Michael bagley
I purchased a brand new DV8305us laptop from Frys Electronics on August-5th of 2006, located in Sacramento, CA. I contacted HP support 2 days ago. I was experiencing a strange issue with my keyboard locking up while typing. The keyboard stops accepting commands. The issue became worse, and now my spacebar does not register at all. the¿n¿key and the¿b¿keys do not register, ever.


Michael bagley
I am a member of quite a few web forums, and found that there is a large number of people having this problem with this exact model laptop. After seeing people saying they are on their 3rd, and 4th repair trips, with no fix, I decided to contact hp about the issue, and they could not help me.were asking me to press theF11 key, when I knew it should be the F10 key. They finally suggested I performa system restore. That solves nothing. They also failed to provide a case number because their c ...(truncated)


Michael bagley
HPis and was aware, and knew the manufacturer defect existed when I purchased the laptop. A manufacturer that continues to place defective products on the market for sale, and warrants the product not defective yet knowingly sells the same said product can and normally will be considered either: negligent, grossly negligent, or strictly liable for the defective p roduct.


Michael bagley
HPhas two options: 1) Refund the purchase price paid in full 2) Refund the purchase price paid in full,and pay compensatory as well aspunitive damages


Maddison
I understand how frustrated you must be and promise to do my best to resolve the problem that you are experiencing.


Michael bagley
Icaj'tresojdasI'mojthemachijejow


Michael bagley
System Health Scan Critical issues No critical issue detected


Michael bagley
To test the individual hardware components in your device, proceed to the hardware diagnostics. Legend = Critical = Warning = OK -------------------------------------------------------------------------------- Test Passed. No failures were detected in the Processor Test. » More information -------------------------------------------------------------------------------- Test Passed. No fails were detected in the Hard Disk Drive Test. » More information ...(truncated)


Michael bagley
Test Passed. No failures were detected in the Video Test(s). » More information -------------------------------------------------------------------------------- Test Passed. No failures were detected in the Microphone Test(s). » More information -------------------------------------------------------------------------------- Test Passed. No failures were detected in the CD-ROM Test. » More information ---------------------------------------------------------------------- ...(truncated)


Maddison
Thank you for being online I appreciate you patience and Sorry to have keep you waiting all this while.


Michael bagley
still-here


Maddison
Well michael I apologize for the inconvenience caused to you. Let us perform some trouble shooting to resolve this issue if the issue still persist then I'll be gald to create a mail in service of your notebook.


Michael bagley
that-is-jot-aj-optioj-




--------------------------------------------------------------
Chat Transcript Ends Here

Tech-logged-out.

 

Interesting, I got this from youtube today on my video:

jyou8388 wrote:

> Hello Jason,
> I work for HP as a customer advocate. Let me know if I can help you with the keyboard issue.
> best,
> Jeff

Highly doubt that will be anything but a waste of time.

I will speak to night_2004 and abaxter about starting a pinned thread to compile the information.

 

any update on your BBB case or was that just closed?

 

let's not forget the dv5000 series...it has the problem too.

 

Jka, maybe you can try for a refund now that you have HP's attention. I do hope you be the first success story with this dismal matter.
Paleo, Are you having the same keyboard issues? Did you send it in for repair?

 

ubatz, was yours fixed?

 

If you look through the threads you will notice other dv5000 owners having the same problem. I had the dv5000 and I though the HD crashing was a bigger problem (and know others with the same thing) but yeah, I never had the cap lock problem, but I did have missed keys not registering when I know I hit them forsure. I didn't send for repair, but instead returned to store for refund. Probably going to go back to Toshiba.

 

I recall there were other modes of this series with the same lemon keyboard, didn't keep track of them all. Lucky you, at least you got rid of it.
mb2b, 3 repairs and computer worse than ever here. There have been no successful repairs reported that I am aware of.

 

There are actually quite a few models that suffered this problem. AFAIK, all of them have since been upgraded to newer models that have no problems.

NBR has two HP Chat Transcripts that state the keyboard problem was a known issue in the first couple of production runs of these models, and they revised the hardware to solve the problem. Obviously, they did solve it with the dv9000/dv6000/etc series of notebooks. We haven't heard a peep from those users about keyboard problems.

The admins for NBR have been trying to get a straight answered solution for this problem, which is why I've been asking for transcripts and videos.

Honestly, I'm guessing that both a keyboard & motherboard replacement might solve the problem. Has anyone actually had that done, and gotten a newer revision of hardware? Probably not, since HP has most likely been only replacing the keyboard and not the motherboard. But that is my theory.

 

Perhanps you should also include info about extended warr... i wonder if they're more likely to replace if customer has extended warr.

 

BBB just closed the case, I've added to my complaint, but they just blew me off siding with "the company has attempted to handle the situation, we feel that this case is closed" story...

Well, A Manager from HP, not part of the customer service side, contacted me yesterday...

Apologized profusely for the crap I've had to go through, and offered to replace my unit, but refused to replace it with a consumer product. He said this whole situation is wrong, and I would rather see you get a Business line item. So Hp is sending me a loaded NX9420 model as a replacement, and asked me to work with their technicians on solving the keyboard issues... They also asked me to remove the video from youtube when I was satisfied...

I'll believe it when I see it..

I haven't gotten a chance to speak to night_2004 and abaxter, but intend to do so tomorrow, and I will start the thread with their okay, and compile info for everyone.

 

My keyboard was never replaced, they flashed the hard drive the 3 times it went in.
Good luck Jka, guess I'll have to post a video to get mine replaced with something comparable. Obviously the guilty scoundrels at HP are still in cover up mode and are giving you an upgrade to shut you up. Take it and run.
Makoona, I'm still under the original warranty and they will not honor that. Extended Warranty would just extend my misery of sending the computer back and forth to be trashed when they have no solution or desire to find one.