DV8000 Series - Keyboard problems. Anyone else?

I just tried the link to check the shipping status:

https://warp1.external.hp.com/CSO_S...FFR659&ItemNumber=01&Zipcode=95826&country=US



Customer service order status
Invalid Service Order Information

and no, it did not arrive today.

 

I would not put it past HP to trash your computer given the horrible condition mine was in when HP returned it to me. It would not surprise me one bit that this is a new ploy by HP to make us go away and not honor the warranty. From now on just accuse everyone of spilling stuff on the keyboard. I wonder what kind of customer service people with business class notebooks get?

 

Have anybody tried the new BIOS that came out on 12/18? It says it fixed a keyboard issue concerning shift, ctrl, and alt.

 

Actually, only try the new 12/18 release BIOS AT YOUR OWN RISK.

Right after the BIOS update, my computer went into a blue screen. Then when it started up again, it went into PC Recovery.

I think there is something seriously flawed with the new BIOS, so unless you can afford to screw up your laptop, don't do it.

 

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

Natal
Hello Mike.


Natal
How are you doing?

Mike
Not so good

Natal
I will assist you.

Natal
Welcome to HP Total care for Pavilion Notebooks. My name is Natal, How may I assist you today?

Mike
I received My notebook back from Hp Repair today. They said it is beyond economic repair, due to spillage caused by me. This not true, but only a judge can decide that. However, notebook had no input problems while using an extenal keyboard and mouse. The problem is clearly with the defective keyboard issue that is discussed all over the Internet, and case mangers have admitted the keyboard problem exists on at least the DV8000 model. I also reuested repairs to the display: -burned a ...(truncated)

Mike
They can contunue to lie about the keyboard, but if I can use extertal input devices, the notebook functios fine. Why were the display, battery, and HDD problems not repaired? Any alleged spillage (which could have only opccurred at HP repair facilites) should not have caused damage to those components. They just sent it back as is. If HP continually fails to adress the keyboard issues, Why are they failing to make repairs to the other components. The case info Is order number o ...(truncated)

Mike
hello?

Natal
I am with you.

Mike
Slow connection?

Natal
Please give me few minutes while I research and provide you the relevant information.

Mike
ok

Natal
Thank you for your time and patience while I refer the details.

Natal
Aer we connected?

Mike
yes

Natal
Thank you.

Natal
Let me explain clearly about this.

Mike
I would like clarity also, thank you too.

Natal
As the technicians found that the liquid was spilled that might damaged the intenal circuits on the motherboard.

Natal
This damage might have made the display, battery and hard drive to malfunction.

Natal
Even if I arrange mail-in repair service, it would be sent back.

Mike
There were not. That was resolved by using external input devices. there i s nothing wrongwith the montherboard, just the keyboard. No, motherboards do not cause display damages, possibly batterry problems, but not HDD or dispplay burn/crystalized marks. That cannot happen. It's fundamental PC repair 101.

Mike
I request that you honor my warranty on the other componewnts, since you have decided nott o honor the warranty on the keyboard.

Natal
Mike, I even if I arrange mail-in repair, the Notebook will be again sent back. I hope you understand my limitations. For further assistance, please contact the below phone support number:

Natal
1-800-474-6836.

Natal
Business hours are 24 hours a day, 7 days a week.

Mike
That in no way means I am relieving you of your duty to honoe the warranty on the keyboard.

Mike
I do not undestand customer seervice from that number you gave, they have trouble speaking English. i only seak English.

Natal
You can call them and ask them to connect to Supervisor so that you can clarify this with them.

Mike
I would like a phone number to another case manager that speaks English. Would that be possible?

Mike
One last question Natal, if you do not mind answering?

Natal
Sure. Please go ahead...

Mike
Do you, yourself, personally, TRULY believe that spillage on a keyboard causes damages to a mothrboard, which in turn causes damages to the display? Personally, do you think that?

Natal
Mike, this might be one of the reason. That too if the liquid spilled is more. I do not have the complete repair details from the Service deaprtment to refer and let you know.

Natal
I sincerely apologize for the inconvenience caused to you in this regard.

Mike
Might? So you are maybe 50% sure?

Mike
45%

Mike
51%

Mike
50.00000001?

Natal
Mike, I am afraid that I cannot let you in that way.

Mike
Let me in which way?

Natal
In percentage way.

Mike
For the record, Natal, I did not cause any spillage on this unit, and also could you tell me your age and how many years experiuence you have where you are able to say "might" cause the display problems?

Mike
Okay, So might means it didn't cause any damage too. So either it did, or it didn't, so that is a 50% chance, correct?

Natal
Mike, as I do not have the complete repair information, I could not provide complete Notebook diagnosis.

Mike
I understand that, I'm talking about any motherboard where spillage might have occured, what would you say is the chance that on ANY motherboard, the display will be damageed?

Mike
To clarify, ANY notebook motherboard.

Mike
And could you please tell me how long you have worked at your present position? How long was the training?


Mike
Do you know what the acronym LCD means?

Natal
Liquid Crystal Display.

Mike
And where did you learn that from?

Natal
We are prevented from giving detailed information. Regret for the incovenience. At this moment of time, I can escalate this and make sure you get a call from one of our Case Managers within 24 to 48 hours.

Mike
I did not ask for detailed information. I simply asked how long you have worked there, and how long you were trained.

Mike
The managers do not work again until Tuesday because of Christmas.

Mike
My match tells me it would be impossible for them to call me in 24-48 hours. Do you agree with my calculation of time?

Mike
match-math

Mike
Have you ever tried to repair one of your own computers?< br>

Natal
Mike, the time that I have provided is working hours excluding holidays.

Mike
Those are not too detailed, i'll settle for one answerr if thsat is not too inconvenient.

Mike
But you did not tellme excludng holidays, you mislead me a bit did you not?

Natal
Please understand that the information provided counts business days.

Natal
This is not at all misleading.

Natal
I have just escalated this.

Mike
I know you can do it, just one answer, think of it as like a christmas gift from HP to me. Ajd it costs nothing. How great is that? you can't lose that way, right? Is that a true statement?

Natal
Mike, I understand how frustrating the situation would be.

Natal
I believe you understand my limitations.

Mike
Natal, isn't a fact that you have had customers call in with keyboard complaints with the DV8000 model , yes or no?

Natal
Yes, Mike. We have caps lock issue with this Notebook model.

Mike
You are only limited by your own imagination, and experience in notebooks. Yes or no to my last question please?

Mike
Is anything being done about this, yes or no?

Natal
Yes, I have escalated this. You will get a call from one of our case managers.

Mike
Is it also not a fact that you have heard of keys not registering, spacebars not working properly, yes or no please?

Natal
Mike, this is not a common issue with dv8000. However, we have come across this with few Notebooks.

Mike
And when the case manager told me he had heard of any keyboard issues with this model, and he or she shold know more than someone at your level, would be a true statement that the case manager did in fact know of the at least the caplock issue, yes or no please?

Mike
And you have not repaired "these "uncommon issues" would that be a correct statement? yes or no is fine.

Natal
No, we sent the Notebooks to service and repaired these uncommon issues.

Mike
I mean the case manager who told me he did NOT know of any keyboard issues, sorry about that.,

Natal
Not a problem

Natal
Is there anything else I can help you today?

Mike
You are saying they were repaired? Is that correct? Yes or know is fine too on this question.

Mike
Yes, just one last thing if i may?

Natal
Please go ahead...

Mike
You did say that the keyboard issues were all repaired correct? Nobody would have sent them back again if they were properly repaired correct? Yes or no, is all i'm asking, not too detailed of an answer.

Natal
Yes.

Mike
Okay, so they were fixed the first time, no need to send back for fu rther repair, correct?

Natal
Yes.

Mike
Wow, even the DV8000 models?

Natal
Mike, as being the techechnician, I can isolate and if it requires a repari service, then we will send the Notebook to service.

Mike
If you have this information, surely you could tell me what the problem was right?

Natal
Yes.

Mike
what was the problem?

Natal
Mike, usually if the service technicians found that it is hardware issue with the keyboard, they will replace the keyboard.

Mike
I might be able to fix my own unit, and then you could have a happy customer again.

Natal
We get repair details once the repair is done.

Natal
In your case, the Notebook was retured as the technicians found that liquid was spilled.

Mike
The keyboard replacement is different than the original keybgoard, a slight differnce in design mayb e, would that be a true statement? to the best of your knowledge of course?

Natal
Mike, please understand that the Techncians will replace the exact keyboard of that particular Notebook model.

Natal
You can discuss indetail when the case manager call you.

Natal
Is there anything else I can help you today?

Mike Bagley
Yes, would you say that stating the customer caused the problem wold surely be a less expensive way to resolve the matter? Would you agree with that stement? yes or no please?

Mike Bagley
To the best of your knowledge, you have not known any repair technicians purposely place liquid on the keyboard to make it appear as if the customer was at fault> you wouldn't agree with that staement, corrrect, or would you? Yes or no please?

Mike Bagley
you didn't want to get to detailed so yes or no is fine.

Natal
I will not agree.

Mike Bagley
Agree to what?

Mike
I am just asking yes or no questions so you don't have to get t too detailed.

Mike
So not agree means you refuse, would that be a corrrect statement/

Natal
I apologize for the inconvenience. Please understand that the last option I have was to escalate this to the Case

Natal
Manager I di that.

Mike
But I won't get a call until at least Tuesday, is that a fair statement?

Natal
Yes. You can further discuss with the Case Manager who is going to call you in detail and resolve this.

Natal
I wish this issue be resolved.

Mike
on tuesday right?

Natal
Mike, I updated the records. I cannot assure that to be on Tuesday. However, you will surely get a call.

Natal
To this extent I can assure you.

Natal
Thank you for using HP Total Care and giving us an opportunity to serve you through Real-Time Chat.

Mike
So no earlier than Tuesday?

Natal
Bye and take care.

Natal
It would usually take some time to call you. I cannot assure when exactly they are going to call you.

Mike
thank you Natal, you have a great day okay? It is day for you right?

Natal
Wishing you a Merry Christmas and a Happy New Year from HP

Natal
Bye and take care.

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

 

Payless, What shape was your notebook in when you got it back? Do you think something was spilled on the keyboard?

 

Pavless, with all due respect and I realize you are upset but I must say that the chat session you posted does not help your case any. Honestly I got quite annoyed at you when reading it. If you speak to the case manager with the same attitude that you did with Natal, you will definately not get any favorable results.

I hope this chat session is not saved in your file because if your case manager reads it, you're probably screwed anyway.

Just my 2 cents.

 

It doesn't matter what you say to the case manager because they already have the intention of screwing you. Being nasty or nice will have no effect on making them honor your warranty. I don't think Payless was talking to a case manager because case managers refuse to do online chats or email. If you read through this thread you'll find that the case managers are the ones who are nasty and behaving badly. The only way HP will respond to you, other than tell you to send the notebook iin for repair, is if you file a complaint with the BBB, put a video of your notebook's problems on U Tube or you have a personal friend who works for HP who has the ability to make things happen for you.
What is important is that Payless posted the chat which is evidence that HP is acknowledging they know about a problem. Every little bit helps.
Happy Holidays to all, let's forget this crap for now and have some fun for a few days.

 

Ubatz,

The unit came back dusty is all I can say. It went in clean. Honestly, To see any spillage, I would have to take the keyboard out, which I will do, but it looks as if they did no visual inspection, ie, they didn't even remove the keyboard. I'm typing on my external keyboard, so they only thing wrong is THEIR keyboard. I was shocked to see my repair requests in the return box. They too did not look like they were even read.
They shipped it upside down, not a major deal, but very sloppy to me. The power cord was just loose laying on top of the unit. At least I neatly packaged the power cord. Sloppy is all I can say.

Only two keys work on the unit now, P and ]. I took some doing to get the external keyboard working, so that is good, unless they say my display damage, battery damage, and HDD damage is due to my extenal devices.

This was a special case, one day ship, one day repair, one extra day ship, total of 3. They guarenteed this because of school finals. It was received Friday, and this is the first time Fedex did NOT leave a shipment it on my porch. I had to go get it (POD) Friday night from the Fedex station, as they would be closed until Tuesday. The link I posted above to check the status was deliberately taken down. I had no way of knowing when they shipped it, to be around when it was supposed to arrive. Any ways, I used a very powerful light to look for spillage, and found none. So I do have to remove the keyboard and take pics. The box itself had a tear on it, a rahter large gaping tear but Fedex could have done that. There is also a childlike handriting on the box...looks like the begining of a love letter. I could only make out the word "love." Now that was odd. I videotaped and took pictures of everything, including the fact that the external keyboard and mouse work fine. HP was not smart enough to deprive me of the only evidence I need to begin a complaint the consumer advocacy place here in town. I can live with it this way, but I still need a new laptop, but won't do anything until I see the initial results of the Bill beta testers (the users) on Vista machines. I may buy one i see Tuesday, if the price is right, and there is no charge to upgrade to vista. Some only offer free upgrades to the basic version. I would like to have MCE first, then upgrade free when the Vista bugs are worked out.

Ubatz is right, we have another technician (not a case manager) who admitted they know of "a" problem. The case manager told me he had heard of NO KEYBOARD ISSUES WHATSOEVER. I WAS BEING LIED TO. If you go back and read the transcript, when the technician said s/he would not go into detail, I went into my wanna be lawyer mode and asked only leading questions. Yes or no. It worked. It's more evidence as Ubtz says, and was necessary.

Merry Xmas every one.

 

Wild shot in the dark:
Anybody left handed having more problems? The touchpad is over to the left not centered, but actually worked out better for me. On a desktop I use my right hand for the mouse. On Laptops I became very adept at using the the touchpad and keyboard with my natural left hand.

That's what bothers me the most using external input devices. I'm looking for a touchpad that does not exist. I asked a big electronics retailer, and he said they actually used sell external keyboards like that, but the were expensive, and the demand just wasn't there. He said the best I cold do is get an external KB with a wheel like device. I'll look around, tho, would be nice to find an old one on ebay with a touchpad.

Also, as far as chat transcripts go, they are admissible as an email. The hurdle is "authenticating the document." Not a big hurdle. As someone noted, yes by definition both are hearsay. (Statement, made out of court, asserted in court to prove the truth of the matter therein). Thus, a police report is hearsay; however there are many many exceptions to the hearsay rule. It's fascinating stuff to read how lawyers get stuff in. Emails, chat transcripts, both IN for the most part. They might even fall under Non-hearsay."

Hope everyone had a nice XMAS, and nobody got a DV 8000!

 

Well, as long as you have the original email, I think that could be admissible. There are ways to prove that it is the original document and hasn't been altered.

 

Yes, that's why every email you send should be reread to see how it would appear to a jury. I've heard some stories where threats (harmless, people are very brave behind the PC) paying substantial fines. It's worse now with homeland security and all. The evidence I'm gathering, thanks to your board, won't be used in a court. It's sufficient to get the TV station's volunteer advocacy group to take my call. These are people in their 60s, 70,s even 80's who do this for no money. If you do donate or try to "tip" them, they will give you their favorite charity to send the money to. It is truly an awesome program. It's supported by at least one consumer rip-off problem solved once as week. They only work 3 hours a day, two days a week, so it takes time. It's still faster and more efficient than suing, and more effective too. TV is still a large medium. I highly recommend people look for these organizations wherever you live. Since they are "little ole ladies" (they say that, not me) at first they are not taken seriously...untill a letter/fax arrives with the TV stations letterhead. Things start to pick up at that point

Totally off topic side note-Did you know that no one printer will print the same? They can trace that email to your printer to authenticate it. If it doesn't match up, "I don't know where I printed it" will not help you. Investigators can tell just from the print, especially if any color is used, what brand the printer is before even looking deeper. Scary stuff.

Lastly, may I clarify the chat transcript I posted was about my 10th chat session, and nearly 10 phone calls. There comes a point where nice and respectful only gets you so far. We are supposed to treat others as we would like to be treated, so the story goes. I modified it. Everybody gets the benefit of the doubt at first, and they are treated as they treat me. They drew first blood is all I say, and why the benefit of doubt is given.

 

With the keyboard issues....has anyone tried the latest Bios updates?

 

It worked for my keyboard problem. But I had to reinstall Windows after the BIOS update. After that, my keyboard problem has disappeared.

 

Why would you have to reinstall Windows? Were there not clear instructions? Maybe the BIOS defaults somehow got changed?

 

I've got another thread where I go into details. Basically, the BIOS caused my computer to crash.

 

in my familly we have 4 hp laptops as of now. 1 zd8000, 1 dv5000, and 2 dv8000. our zd8000 runs perfect and so does 1 of our dv8000.

we seem to have the same keyboard issues as described on the other dv8000 (left click on usb mouse and touchpad = properties menu, and other 'alt' key hold down anomilies) and our dv5000 (capslock = reverse execution, and dead keys). i initially resolved the keyboard issue on the dv5000 by using the recovery partition. i resolved the keybord issue on the dv8000 by holding down the suspect, left 'alt' key for about 25 seconds. so far so good on both laptops, but im crossing my fingers. [both laptops still have their factory loaded bloatware, etc].

as for the other dv8000 that purs like a kitten, i wiped the hd clean as soon as i got it home on the 1st day. my dv8404 came with xp-media os and at least 10GB of bloatware, not including the 15GB bullsh!t recovery partition, not to mention 1GB of unpartitioned space i found wasted in the disk manager. i reloaded xp-pro, sp1a, sp2, all the appropriate mobo and hardware drivers. i did not update the bios! system has been running fine, no hiccups.

ive been reparing/building PCs and entry level network servers since 1995 but i dont consider myself an expert. since i didnt wipe the dv5 or the other dv8 that exibits the jacked-up keyboard issue, i suspect it maybe a fatal driver err due to a bad combination of os, software, drivers, and hardware. just a thought.

 

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

Mable
Hello Mike.
Mable
Welcome to HP Total Care for Pavilion Notebooks. My name is Mable. How may I assist you today?
Mike
I just did a complete HDD backup using windows backup wixard but I o not have a floppy drive to create a ASR disk. I'm using MCE, so how do I do this?
Mable
I will be glad to assist you with this.

Mable
I understand that you have created a complete back up and want to ASR disk correct?
Mike Well I don't think the backup process worked at all because I needed a floppy disk to finish the task

Mike
I backed up to an external HDD.

Mable
Fine.
Mike Then it asks for a a flopppy for ASR. No other option but to abort
Mable
Thank you for the information.
Mable
Mike, please give me 3-4 minutes of time to check the information.
Mike ok
Mike
while I'm waiting I'm need to remind you that I never got a call froma case manager regardig my unit coming back without a remote and my own tv tuner card.

Mable
Thank you
Mable
oh I see..
Mable
I will assist you with that aswell.
Mike
thank you
Mable
Thank you for your patience and time.


Mike I.m just reading the newspaper, take your time

Mable
Mike, while starting the Back Up utility please uncheck to create the ASR disk as the ASR disk is not necessary in this case only data back up is enough.
Mike
Oh, before I forget, there was no diagnostic report with my computer when it arrived back from HP service, and I'm using an external keyboard from the same computer, that works just fine. I don't think they addressed the problem. They said it was bey ond economic repair, yet the keyboard need only be replaced, they said I spilled some liquid on it, and would not repair it, would not honor warranty. There is no damage, as you can see, i'm typing just fine, with typos of course

Mable
Oh I see...
Mable
Mike, can you provide me teh order number.
Mike
I don't even remember, if you hold, i can search my email?
Mable
Sure take your time
Mike Hewlett-Packard Customer Service Order: Customer Service Order Number: FFR659-01 CSO Placement Date: 11/18/2006 Model Number: EZ579UA Model Description: HP PAVILION NOTEBOOK PC DV Serial Number: CND Part Number: N/A Part Description: You selected the following Hewlett-Packard Hardware Support Service for ...(truncated)
Mable
Thank you for the information.
Mable
Mike, I am escalating the issue with top priority, and this time you will definitely receive teh call from Quality case manager with 4 to 24 hours
Mike In the backup wizard, I want to choose "all data on this computer, not just parts, and that option for "all data" says I will need a floppy, no way to tell it not to create one.
Mable
May I know what are all the options listed
Mike
My repair case was escalated 3 times in 3 prior chats, nothing was done.

Mable
Please be assured this time you should get a feed bacl from the quality case manager
Mike
They should at least send me a newkeyboard so I can install it myself, since it is "out of warranty" after 5 months used for 12.
Mike I appreciate that, don't forget my remote and tuner card please..
Mable
Sure...


Mike
tuner card was 200 bucks that they still have of my money. I don't know why they cannot even address that issue.
Mike So how do I do a full backup without a floppy?
Mable
Mike, may I know if you have sent them during the repair.
Mable
Please give me 2 minutes, I am escalating the case

Mike
Yes, they were both in the slots, one on each side of the notebook, came back empty slots on both sides
Mable
Thank you for the information.
Mike
Where else would I put them? I didn’t want to lose them.
Mable
Please be assured, I have directly escalated to the case manager and you should definitely receive the call.
Mable
I understand how frustrated you must be and promise to do my best to resolve the problem that you are experiencing.


Mike
Do you know approximately when I will receive a call?

Mike I appreciate your help, thank you.
Mable
You will receive teh call with in 4-24 hours.
Mable
normally in 4-6 hours as I have assigned top priority for the case.
Mike
okay, thanks...do you know how I do a full backup without using a floppy?
Mable
Sure, I will provide teh information.

Mike
thank you

Mike
you cold just email it to me if you like
Mable
Please give me a minute


Mable
Sure, I will email the information aswell.

Mike
okay
Mable
Mike restart the back up utility and uncheck teh option to always start in wizard mode.

Mike
okay, don't use the wizard
Mable
Yes, Exactly
Mable
and in the next set of options select let me choose what to back up.
Mike
okay, there were 3 wizard options to try, I chose one that backs up witout an ASR disk. It's working right now. So I still get a full backup. thanks.

Mike
with shadow copy, what i wanted
Mable
Its My Pleasure.
Mable
Fine.
Mike
Thank you for your help, and i will be awaiting a phone call.
Mable
Please be assured about the Tv Tuner and remote aswell.
Mike
Have a nice day.
Mable
OUr case manager should resolve teh issue.
Mable
Thank you and wish you the same.
Mable
Bye Mike, Take care.
Mike
bye
Mable
Bye Mike, Take Care.
Mable
Please do not hesitate to contact us if you have any questions or clarifications. We assure you of our dedicated support, 24 hours, 365 days a year.


Mable
Thank you for using HP Total Care and giving us an opportunity to serve you through Real-Time Chat. Please contact us again if you require any further assistance. We are available 24 hours a day, 7 days a week. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare
--------------------------------------------------------------
Chat Transcript Ends Here

 

I can't recall whether I've posted in this thread yet but I'm also afflicted with the keyboard problem on my DV-8320ca. I've not seeked Technical Support/Customer Service however.

 

If you call about the keyboard they will tell you to update the BIOS. Didn't help me though. I am now sending my lappy in for round 2.

 

If the moderator doesn't mind I'd like to keep this particular correspondence out, on record so to speak.

When I called regarding the missing tv tuner card and remote, they first said that they would do nothing because I was instructed to make sure things like that are not shipped wit the computer. As I pointed out in the above post, where else would I put them? I've had 3 chat sessions finally one said they would have a case manager call me back. No case manager called me back. Today, Jim Kirkland (HP Case Manager 1-877-917-4380 Ext. 94) called and left a message on my voice mail regarding a new case number 6300611784l. I called him back, held for 5 minutes, then the system only gives you an option to leave a message with that extension. When I attempted to do this, I got a mailbox full message. So I was not able to put on record that I called back.

I am using, right now, the very notebook that HP says I was at fault for spillage, and voided my warranty. The notebook was purchased on 08/05/06 with a 1 year manufacturers warranty. I'm using an external keyboard, and as you can see, except for typos, the input is working fine. You'll just have to trust me that everything else works fine except the bad pixels on the display.
The notebook came back from HP repair, packaged very sloppy, andit appears they never did a full inspection. It does not appear that any screws were removed to remove the keyboard where they would find the alleged spillage.

Many of you are going to disagree with the following statement, but it is what I beleive after exhaustive research.

The keyboard indeed is designed poorly. I compared to my Toshiba keyboard which had protector pads under each key. I do not believe the cheap design affects every DV8000. In most recall cases, there is much evidence that even though a batch of components (keyboards) are defective, not all will cause problems. That I why I think replacing the keyboard is the solution, and you should be able to do this yourself. Please do not, if you do not know how. Eventually, I believe I will be shipped a keyboard that works. I will not let HP install it however. That is the deal I'm trying to make with this new case number. If I do send it back, what else will they take? My memory? Replace my HDD with a chepaer, smaller drive? I can't risk that, thus, the request for a keyboard to be sent to me.

Thanks all...

Pavless

 

I like how HP holds out on telling us, the customers, everything until we call 5-10 times about the same issue.

To make my point: I called Steve Jasper, corporate case manger, and he told me after 4 calls, that the keyboard issue can be caused by a loose wire or something of that nature in the touch pad or palm rests.

 

I thought about it, but after reading through this thread I opted not to since a few of you have been bricking the laptops and having to send them to HP which I just can't afford to do right now.

I've got the Extended Warranty from Best Buy though. If something does happen, I'll deal that card.

 

Payless, Many have had their keyboards replaced and had the same or worse issues. The only way you can document your phone conversations or attempts to call a case manager is to also send them an email. The case managers do not answer your emails but they do receive them. Judging from the poll at the top of the page the majority of dv8000 owners have some sort of keyboard issues. New posters continue to arrive here and on other forums. There has still been no solution found for the lemon dv8000 keyboard problems. Your lucky they didn't trash your laptop like they did to many of us. HP's message to the consumer is loud and clear, unless you are calling us to buy something EFF OFF. They clearly see our class of consumers as dispensible. I have to say that HP turning the tables and accusing you of spilling something on the keyboard is diabolical. If you have a video camera you could put a video on uTube documenting that the computer works fine with am external keyboard. You could also video tape a third party opening the computer to show and state that there was no spillage of liquids. The only thing they respond to is a video on uTube or a BBB complaint. Until you do something to prove there was no spillage they are going to ignore you and give you an ulcer.

 

I've wondered if it's something like this. I have noticed that the problem seems to get worse for me if my wrists are resting on either side of the touchpad, as opposed to keeping them up off the surface of the laptop. Haven't quite built up the nerve to open up the case and have a look, though.

 

I having the same kind of problems with my Very Expensive HP dv8380us computer. I have to shut down and restart in the middle of work. Sometimes loosing work.

 

It has nothing to do with where you rest you wrists, we've already had a discussion and tried different hand positions with this problem. I can't use my dv8000 for any typing because of all the keys missing strokes and the caps locking. For me the only thing that works to change the caps situation is shutting down the computer. I've tried every suggestion on the boards, nothing works. Also can't use the touchpad anymore because of the jumping cursor problem. These HP notebooks are junk and HP's warranty is a bad joke.
eric06, if the problem is a loose wire than why didn't HP fix the notebooks many of us sent in 3 times and more for repair?

 

That is a good question Ubatz. I have sent mine in once already and they only fixed 2 things and I am sending it back this week to get other things fixed. I have no faith in the repair centers or HP at this point. This is the last and final time I am sending it in and if it comes back not working once again Steve at Corporate Support is going to get an ear full.

I think, HP does not want to admit they have made a large variety of mistakes with the dv8000 and 5000 and that's why they are making us send out laptops in so many times, so they can write it off as working perfectly fine and drop the BBB complaints and Small Claim Court lawsuits. I am going to follow the bandwagon and never buy and HP again.

 

I went ahead and tried an experiment. I bought another Dv8000 different series. I left it in the box, and it is still unopened/ Why? I spoke with the retailer quite a few times, we have a good relationship, and they know the problem exisits. Therefore, I can call my card and get a reversal on my credit card. Once the retailer gets burnt, they will turn around and burn HP for the loss.

Here's the deal though. I bought the new DV8315 from their online store. It turns out, when I called to see about returning it (policy is try it for 30 days, we want you tomake sure you love your purchase), they said it was an exception, no returns, open or not, on HP products. Exactly the answer I needed so my credit card company can now have cause to reverse the charge and I'm keeping the notebook hostage. This should have an interesting ending.

 

oh, now I can use the recent purchase in case I screw something up removing the keyboard to take pics/video on my original one.

 

the infamous keyboard issue has finally come to bite me in the ass.

even after i wiped my system and performed a clean o/s and driver install.

symtoms: keyboard acts as if the 'alt' button is stuck. when pressing the following keys: f,e,v,t,h, etc. the file menU drops down and so on. its almost as if there is some sort of (alt-lock) on.

my solution(s): ive tried holding the suspect stuck key down for 20-25 seconds. it worked. the time it happened to my other dv8404, i held down the left 'alt' button and pressed the right 'alt' button at the same time, and let go both keys. that worked too.

 

eric06, after 2 repairs you may as well send it in for a 3rd if your problems aren't fixed. If your laptop is not fixed after 3 repairs you can file a BBB claim and HP will respond. Talking to HP through India, online chat or case managers is a total waste of time. The case managers will tell you the most sadistic, insane, untrue things to make you go away. The game is that they bank on the consumer not being informed about warranty and lemon laws so they do everything they can to intimidate, frustrate, make you angry and think you have no rights, you'll run away with your tail between your legs. HP treats their customers with total disdain, they hate us, don't be silly and think that they care or feel any obligation to honor your warranty.
I know it is a very long post but a couple of us early posters have talked extensively about our experiences with HP, blow by blow, tons of links to warranty and lemon law sites, all the details of our BBB claims, the scoop on HP's case manager game, the guys in India game, night and abaxter's outstanding efforts to lend us a hand, the sordid wretched tale of the way the scoundrels at HP treat their consumers, it's all here on notebookreview. I can't bear to repeat one more time about my experience and my broken downgraded replacement. I think that at this stage of the HP lemon laptop game you have a good chance of getting a replacement of some sort if you file a claim with the BBB after your 3rd repair. You have nothing to loose, it's easy, all online and you don't have to keep dialing that dreaded case manager number anymore. The only way Steve will be of any use to you is if he agrees to send you an email that he will replace your notebook with an agreed upon replacement of the same or upgraded specs after your 3rd repair. It has to be specific as to exactly what the replacement will be and the exact specs. HP trys to make you do everything over the phone, nothing in writing, it becomes your word against theirs.
It would be interesting to hear how HP responds to a BBB complaint at this stage of the game. You will be upgraded to a business class computer and given the red carpet if you post a video on utube of your HP laptop problems. Good luck and please keep us posted.

 

So, I have to go 3 rounds before I file a complaint with BBB? Is there a way to ask the case manager to email me all the case notes, even the ones from the repair center? That way I could see if they are even doing anything and don't have to believe the sheet I get back with my computer, because it's a lie. Could I just tell HP i posted a video on Utube, they will never know if I really did or not.

 

The case manager will not do anything for you. They refuse to email you even though they can. You should receive a corrective repair action list when your computer is returned to you. If you did not get this then you have proof of mail in and pick-up through FedEx. You don't need the case notes, you only have to tell the BBB that you have a lemon notebook that HP is unwilling or unable to repair after 3 attempts and you want the comparable replacement you are entitled to under the Magnuson-Moss Federal Warranty Act. There is no way to know what, if anything, HP does to your computer while it is in their repair center. With mine all they did was flash the hard drive and mangle it cosmetically. I think the whole idea of sending it in is to frustrate and discourage you. Most people cannot or will not send in their laptop because they are too dependent on it. The case manager game HP set-up makes it impossible to reach anyone or resolve any problems, it's crazy making. As I said before all the information you need to deal with HP and the BBB is here in this thread. Obviously it is more effective to actually put a video on utube than to pretend you did. I sent HP the link to the video on utube everyday after it went up so they definitely knew it was there and had checked. Here is a link to the video jka/v put up which got him a business class replacement after HP put him through hell and refused to give him a replacement.
http://www.youtube.com/watch?v=BlDDeMik-8c

 

I went to http://www.bbbsilicon.org/ and looked up HP's track record with the BBB and it's not pretty, they have hundreds of complains for several different things.

I will decide what do to when I get my laptop back in 2 wks and see if it's fixed but I am guessing it will not be.

Thanks ubatz for explaining things for me.

 

Didn't know this was such a widespread problem until today. I was looking for a way to fix a key that had popped off, and came across this...I noticed it but didn't think it was a big deal. Time to give HP some hell, it seems.

 

We had another person on this thread who had keys popping off. Do you have any of the other keyboard problems, do you have the dv8000 and for how long?

Now I have a new problem with my dv8000. The computer will not turn off, only way to turn it off is to depress the power button for 30 seconds, this has been going on for a week. The caps lock problem is now chronic as are the missing keystrokes. I've now owned the lemon for 10 months and rarely used it.

 

So I had my first pleasant experience with HP today. My dv8339 model was shipped of to HP at the beginning of Dec. (For the third time). I was told after about a week that the motherboard was going to be replaced but the part was out of stock until the 23rd of Dec. So I finally called today the 17th of January to inquire about my computer. India said they couldn't find anything on it and to call back tomorrow. Great they were so helpful. Now I just happened to be working one day and my co-worker's buddy came in. Somehow it got on to the topic of his work and he said that he worked at the HP in my town. I proceeded to tell him my story and he told me to contact him. So after my frustrating morning I emailed him and he took down some info. I just got a phone call from my new case manager who told me my part was still backordered and so I could wait for it or get a new notebook. What do you think I took? So I will post on the thread again when it arrives because she had to custom build it it will be 7-14 days.
While I am happy about my current situation it is unfortunate that I had to be so lucky and have someone pull strings and go over two months total with out my notebook

 

Hope Night has a connection at HP so he can get his broken screen repaired. A business class HP customer started another thread about the dismal customer service he was getting, same exact treatment as us over here, case manager hell, etc.. He eventually got help because he had an inside connection at HP. That blows my theory about HP only treating the mid-range consumers badly and focusing their attention on their business class consumers. HP treats all of their customers like crap. Nice to know they aren't discriminating. Customer service is only available if you have an inside connection at HP or you force them to deal with you through the BBB.
Good for you Yourrealdad, take it and run.

Welcome to HP's "single-point-of-contact-approach" with outsourced customer service: http://www.theinquirer.net/default.aspx?article=34826

 

Some you oldtimers from this thread may recognize my screen name. I was one of the first to post about the dv8000 keyboard and send my dv8000 back to HP for "repair" in Dec. 2005. If you review the old posts you will see where I posted some home brew fixes for the various keyboard, touchpad and cursor jumping problem. I'm still using the same DV8000 and it still works pretty good.

Anyway, I looked at a DV9000 today and I see they now have a completely different keyboard. This keyboard seems to be much improved. I would really love to try and adapt the DV9000 keyboard to my DV8000. I am trying to find a source for the DV9000 keyboard, but no success so far. However, there is a seller on ebay that is selling new DV8000 keyboards for 49.95 + 11.50 shipping. The big difference in the keyboards seems to be the DV9000 is rounded at the corners more and does not have the cursor keys offset below the rest of the keys. If anyone has an idea where I can get one of these I will research the possibility of adapting it to the dv8000. I don't think HP is ever going to do anything about this problem since they have discontinued and replaced this model.

 

So i've been reading through this entire thread of everyone's keyboard problems hoping that my dv5000 would be different. Well its not. I have sent it back 2 times to HP and the first time they replaced the keyboard and the second they just re-installed the software. And wouldn't you believe it that it still has the same issue of the shift key sticking and causing everything to be typed in shifted case. Any ideas on how to get to a case manager or someone higher up than the people in India?

I have a video of the problem before I initially sent in the laptop for repair and I'm going to take another one of the problem now to show that it hasn't been fixed and post both of those on YouTube. Any ideas on how to handle this would be great. I'm a college student so not having a functioning laptop is a pita.

Thanks

Matt

 

Post your video on utube and then post a link to it on this thread. Having a case manager only frustrates and makes you angry. They do nothing but insult the customers, that is if you can actually talk to one. The guys in India are at least nice and polite, they're just following the script HP gave them. It isn't their fault that HP put out factory defective notebooks. You should send in your computer for the 3rd worthless repair but post your video on utube first and put the link here. Also take detailed photos of your notebook's condition before you send it in just in case they trash your computer like they did to many of us. Put a newspaper with the date showing next to your computer to prove when the photos were taken After you get your computer back from the 3rd repair file a claim with the Better Business Bureau online and tell them you want a comparable replacement notebook as guaranteed by your warranty. After you file the BBB complaint email a link of your utube video to HP everyday. There are a couple of detailed BBB complaints on this thread from others who have gone through the process. Good luck and don't forget to tell us when your video is up and running.

 

Here are the two videos that show the keyboard failure for my dv5000 laptop. The first video was taken before I sent my laptop back to get it fixed the first time. The second video was taken after sending the laptop back the second time.

First video:
http://www.youtube.com/watch?v=35b4SJS2xCU

Second video:
http://www.youtube.com/watch?v=-jMzBaKrcFg

 

Thanks for posting the links. Three repairs is lemon law so you'll have to bite the bullet and send it in. You will get your box and label much faster from the guys in India or online chat then you will from a case manager. When your notebook is returned to you after the 3rd non-repair do an online chat and demand a replacement. At that point you can inform them about your videos on utube. You can also tell them you know about Jason's (Jka/v) utube video and the fact that he received an upgraded business class notebook after his 3rd repair, proof of which is all documented here on notebookreview forum. If HP refuses your demand or tries to insist you send your notebook in again go ahead and file the BBB complaint. Don't tell them you intend to do any of this until the notebook returns to you after the 3rd repair. Case managers are only in place to make people think they are getting some sort of special help, they will tell you all kinds of nonsense as if it were law, treat you like carnie trash, make like this is your fault, you spilled something on the keyboard, drag the whole process out in an effort to make you give up and your warranty expires. You also have to make sure that if they agree to give you a replacement you get in writing what exactly the agreed upon replacement is. HP will screw you anywhere they can find a loophole.

 

Christmas 2005 I bought 1 hp laptop, 1 compaq laptop and 1 hp desktop for my children. Both laptops did not work out of the box and the desktop had a cracked case. The Hp laptop went in for repair twice and now works fine. The compaq laptop had a weird intermittant issue where a bubble would pop up saying windows had detected a pointing device was plugged in and the onboard pointing device is now disabled. When clicking that bubble the keyboard and touchpad no longer worked. There was never another pointing device plugged in. Every call to tech support had the same answer...remove the battery, press the power button for 1 minute and then restart. It would work fine for a bit and then start it's nonsense again. Eventually my daughter quit using the laptop as it was just a hassle of repeated reboots to get the keyboard and mouse to work. In october I called tech support and insisted that they check the laptop out as one of the side ports would get hot enough to burn skin. Hp determined the repair exceeded the value of the product and voided the warranty stating the laptop had water damage. Upon return the laptop was just a mess. All the metal around the lcd screen is bent and the hinges are sprung so it doesnt close properly. Half the screws are missing and the lcd screen has stickers on it saying "scrap". It wont power on now and it's totally worthless...even for parts I think. I have a feeling they took out the good parts and replaced them with parts from a trash bin. Of course, they deny damaging anything and refused to do anything to make us happy. I could have tolerated an explaination that it had been water damaged since it was used by a teenage girl at school, but to totally trash it is another. I could have parted out the parts, but I don't think the original lcd screen is in there and no way to test if it works. Bottom line is I will never buy HP ever again. I bought a cheap toshiba, worked great out of the box and knock on wood hasn't had even a hiccup. I wish nothing but bad things for HP as a company. And for anyone with stock in the company...sell, sell, sell. I'm not suprised of the recent news about unethical practices by the higher ups and I feel the corruption within the company trickles down to every department within the company. This compaq was a Presario NB V2402US. The HP laptop that was sent in for repairs would hang at the HP screen and not get into windows. The first time it was sent for repair it came back with a reciept saying no problem found and still wouldn't boot into windows. I hope I never have to call tech support in India ever again in my life. The desktop computer runs well, minus the front cover. They wanted us to send the whole computer back for a cracked front cover. No, I couldn't send them the front cover and get a new one back so my son just lives with it without a front cover. Thanks for letting me vent

I found this thread by typing "I hate HP" in google

Mary

 

I'm in the middle of doing my accounting project but decided to come here and post. My less-than-a-week-old DV5000 started doing the thing where it thinks that the shift key is depressed but it's not. Great! I found out when I hibernated to move to my table, and when I turned it back on and went to do a Google search it was in all caps.

Anyway.. That sucks. I really like the notebook

 

I have a DV8000T that was plagued with the keyboard problem. I just this week updated my BIOS to the F.22 update. It worked great and I no longer have any keyboard problems. The BIOS update went off without a hitch.

I'm running Vista Business RTM, if that's worth anything to anyone.

 

So it kinda saddens me that it seems that this thread is pushed back a couple of pages instead of up front like it was for so long. Anyways I just thought I would report that after talking to the guy who worked at my HP he said his complaint form wasn't taken into consideration. The case manager I had from that point on was Tracy and she was extremely nice. To make a long story short I received my new dv9000t from HP and it was upgraded to about the max the only thing that wasn't uprgaded to top of the line was the HDD which were 240G @ 5400 vs. 7200 rpm and THey didn't give me a HD optical drive. So in the end I lucked out but I hope that everyone else gets what they deserve. I am still not happy with HP and will never buy from them again. The laptop is on ebay right now and is above $2000 right now so I am cutting my ties and will hopefully break even.

 

Yourrealdad, I think the old timers are burned out on the ordeal, HP was counting on that, things change, we move on to things we care about more. I check in once in a while to see if there are any recent fixes or success stories. I'm still in the same boat I last reported about in December. HP won't respond to my letters, phone calls or emails, my case manager, whoever that may be, never accepts or returns my calls.
After taking a break from the HP dv8000 disaster for the holidays I had way too much fun with family, friends and food from Italy to care about HP. It became too difficult for me to resume the fight especially with Jka/v gone.
I'm very happy to hear you received an upgraded replacement and are getting it and HP out of your life. You were one of the chosen people with the inside HP connection Abaxter talked about in his article. We now have 3 success stories that I know of and I hope there are and will be more.
I'm interested in seeing if idahoaki has any luck getting a replacement with his 2 utube videos. Good luck idahoaki and don't forget to include a link to this forum and the Jka/v video in your emails and chats with HP.
On Google.it in Italy there are many sites about the HP dv8000 and dv5000 lemon laptops. The Italians are having the same problems we are with these notebooks and HP is treating the Italians the same as us. All of the articles in Italy post links to notebookreview forum U.S. and the utube video by Jka/v. I can only read English and Italian but would love to know what people in other countries are saying. I'm going to give an invite to the Italians who speak English to join us:
Gli amici italiani che hanno comprato HP dv8000 o dv5000 difettosi vengono qui se parlate inglese. Non comprono nulla dall'HP, perchè che rubano e che non sono onesti, HP sono i ladri, HP sono schifo: http://notebookitalia.it/tastiere-impazzite-sugli-hp-dv8000.html.

 

I updated my DV5000 BIOS to F.53.. I only had the keyboard problem briefly so we'll see how it goes. I've got a 180 day return policy at Sam's Club and that should be more than enough time for the problem to surface. Shame on HP.. I'm really ashamed to have recommended HP in the past. I have two Compaq desktops and those will be the last .

Anyway.. Good luck to those with the DV8000. It seems that either that model was way more popular or that it was just "more" defective than the DV5000 keyboard.