DV8000 Series - Keyboard problems. Anyone else?

ScottM, you are absolutely correct, it is a software problem. I only wish I knew where to get a driver to solve this, it is MADDENING. It acts as though something is "interrupting" the keyboard input at seemingly random times - it is NOT consistently the same key, as it sounds like you discovered, too. And, I also, like you, noticed the cursor "jumping" to the top of the screen sometimes. Also on an HP dv8000.

I too develop software, and I am held accountable for my work. I wish it were the same at HP, too. *sigh!*

 

I actually tried the suggestion on removing the synaptics software, and using the MS Driver. Unfortunately it still misses keystrokes, turns the caps lock on and off, and tabs randomly now. This is after it's second trip in for repair (for the same problem), and after a brand new keyboard, which was replaced a week ago...

Unfortunately, if it is a driver problem, it's way deeper than just the MS driver, must be something wrong in hp's implementation of the keyboard.. It will be making it's 3rd trip in a few days for repair, no hopes of it actually working or fixing the problem..

 

I too tried the MS Driver option ScottM, and it still is missing keystrokes, and caps lock comes on randomly, and even more fun now, it tabs randomly, which is sure sweet when your typing on a preset form...

I have tried this with Linux, (multiple distros), and with all versions of windows, including home, pro, and media center, and beta vista. Still happens, synaptics driver on it or not. What's funny, is my wife came to me yesterday saying what is wrong with this thing? So, it's now been in 2 times, for the same problem. The first time it came back, npf, second time service guy actually called me, and I explained the problem. He said, ohh, I know what's going on, I'll replace the keyboard. Keyboard replaced, same issues. Both on it stock when it came back (as they reloaded it with the normal junk), and with a clean media center loaded on it (without the synaptics driver ever touching it). Soo... I'm still stuck with something I can't use, and even after complaining to the BBB, and spending about 14 hours or so on the phone and chat with HP, and still no solution. HP has told me multiple times they will do nothing for me until it has gone through repair 3 times, so now I'm in the midst of a chat getting it's 3rd repair set up. I've spent more time installing software and dealing with the rudest customer service, case managers, and BBB reponse staff at HP, that I could have paid myself to buy this laptop about 8 times over...

They informed me at HP that I was pretty much s.o.l for getting my money back, as I bought it directly from HP (the day it became available), so I can only hope for an exchange, maybe for a dv9000t. Then I wonder if I can just sell that new, and go for an Asus. At this point, HP has lost me, and all of my clients as a customer, not that they care though

 

let me know if they exchange you for new one.

I am getting tired now of this. It's getting worse. Caps lock and key strokes missing. I noticed that most of the time it happens is when fan is on, computer feels just liiiiitle warm, in begining it didn't feel warm at all for alteast 4 hours.

 

i use the method of Scott~ my keyboard no any problem now~~~

 

Yeah Chrish, I've noticed mine being fairly warm. But it's also happened within minutes of booting up...

I'm formatting it right now with the crap 2 disc dvd software (recovery), and sending it back in tomorrow or monday. Round 3, we'll see what happens. If it comes back not working still, I'm refiling my BBB complaint, so the lady will call me. (she informed me that I can not call her, nor will she call me unless it's in response to a new BBB complaint... pretty sweet customer service)..

Though, would a dv9000t even be worth exchanging for? If I have the same problems, I don't know...

 

DV9000T well, I bought this almost 6 months ago from hp so can't return it for refund - ofcourse unless hp accepts it

But as for repair / replacement, nothing wrong taking dv9000t I guess.

machine does heat up quickly, and in middle of something keyboard goes crazy, yesterday I was using macromedia fireworks and all sudden computer got almost freezup key boad wouldn't respond correctly, tried restaring and it didn't work. so shut it down and than started it again.

I am buying another computer in next 2-4 weeks after looking around for my little sister, once I receive it I will see about sending this one in and out that way I can have something to use during that time. whatever it is, I will have to send it to get check, it's not just software issue, it's hardware issue.

 

Could you possibly give me a quick step by step of what to do and where to download this driver? Thanks a bunch for any help.

 

Just got back my dv8000 for the 3rd time from HP for the missing keystrokes, spacebar, cap lock and black screen problems. The computer doesn't even look like it is mine anymore, looks like it is 3 years old with all the new cosmetic damage done by HP. In writing this so far I have had 4 missed keystrokes, keyboard is behaving worse than before. On the corrective repair action check list LCD Cable was checked. Don't know what this means but the keyboard is really bad and I'm missing keystrokes in every sentence. Once again the computer came back with everything I had on it wiped out and loaded with more crapware, 15 icons on the desktop, so depressing.
Anyone made any progress with refunds or replacements?

 

I have a DV5030 that's about 6 mo. old that frequently and randomly gets a stuck ctrl key. A couple of months after getting it, I opened it up and reseated the keyboard cable. That seemed to get rid of the issue for a few months, but within the last month or so, the issue has reappeared.

I haven't tried the reseating trick again. Instead I am trying a variety of techniques that I have seen in this thread. I have successfully removed the Synaptics driver, but that didn't stop the ctrl key freezing, though there seemed to be fewer occurances. I'm not convinced that the Synaptic driver is the source of all evil here.

What does seem to be working though is typing without resting my palms on the computer. This is not very comfortable for me and my arms are getting tired rather quickly, so I don't know how feasible it will be for me to continue to do this.

I have a couple of other HP laptops, including a DV8000, which do not exhibit any of the keyboard anomalies mentioned, but as luck would have it, the DV5030 is the one I use the most. It is most annoying to have to deal with this issue.

I know that when it becomes time to look for another machine, I will probably be looking at a different brand instead of HP.

cycloptic

 

Ubatz,

No, I back mine up, and then load it from scratch every time it comes back. Mine also has multiple scratches on the cover and on the keyboard surround that weren't there when I first sent it in...

It's on it's 3rd round trip, waiting for it to come back, then I'm forcing an exchange or refund. I've wasted 6 months+ on this piece, and am full on sick of it. If I get an exchange, I'm selling it new, and buying something else.

I'll let you know what happens with mine when it comes back.

 

you might even be able to force them to exchange to a different model because this seems to be a frequent problem with this machine. i know they did that with the zx5000 notebook that died a long time ago...they just gave me a zd7000 with about double of everything in my zx5000.

 

So if HP does offer an exchange for the dv8000 what would be a computer of comparable value that is not a lemon. I'm reading on the Internet that there are many models with this keyboard issue. Now I'm also having the problem that the computer won't hook up to dsl. Last time I had this problem it took an entire day on the phone with tech support. I'm so sick of this computer and really ticked about the cosmetic damage done to it. The laptop was immaculate and each time it was sent to HP it was damaged more. This last time I thought they sent me the wrong computer, all 7 of the stickers that were on the keypad area were gone, the outside silver cover is a mess with scratches, they even scratched the screen. If they were that careless with the handling of the laptop it is really scary to think what other damage they may have done to it. HP sucks beyond belief and just when you think they couldn't suck more they manage to surprise you.

 

The only model that I will consider for exchange is a dv9000t. That way it will be easier to sell new in the box. I hate to say over all this, that I should have just kept my old dv3000t, which worked awesome. Of course, it was an outdated processor, and only had 32mb of ram, but it did everything properly, and never had an issue. Since then, it's been downhill with HP, and I have no faith in their support side as you mentioned ubatz. Heck, even Dell would have been better (though I can't stand their notebooks)...

I'm hoping for an exchange, and I'll step down to a Compal Hel80. Been tested to the limit, and seems to be holding up well. It's unfortunately a 15.4" screen, but I may be able to live with that.

 

It has been an interesting night. I was working on the computer typing HTML for a web page and all the sudden capslock is on but the light is off. So I push the capslock button and type it's lowercase, so then I turn it off and it's uppercase. I finally restart the computer all is fine again.

My dv5000z is 2.5 months old and I am now seeing the keyboard problems.

Hopefully this doesn't happen a lot but from this thread it does.

 

I agree that I would like to get a new replacement so I can sell it. I would not want anything HP again, not even a piece of paper. I can't support a company who treats it's customers in such a degrading way. I'm into this problem with them for going on 5 months. They have ruined my computer cosmetically, exacerbated it's mechanical problems, and won't give me a refund. Now the case manager isn't returning my phone calls. I'm for the first time starting to think Apple may be the way to go. My keyboard, 1 day back from HP, is horrible, way worse than before the repair, useless. I think these problems with the dv8000 and other models with the keyboard issues qualifies for a class action suit. I can't type one sentence without a missed keystroke. The caps locked yesterday and I couldn't get if off without shutting down the computer. I can't put anymore time into this machine and have to use my old Dell PC, it is slow but it has worked perfectly for the last 5 years.
Eric06, you could try to get a refund from the retailer on the basis that the computer was factory defective when they sold it to you. Otherwise you'll be stuck in the same game with HP that we are. Hopefully you bought it with a credit card that offers extended warranty. That is my only hope now, going to the credit card company. Everyone should spread the word about how terribly HP treats it's customers, how shoddy their laptops are, and they do not stand behind their products. Truly disgusting company. Boycott HP.

 

I bought it from hp.com with 2 yrs extended warranty. I have had good luck with HP support when I call them. The only thing is I need my laptop for school right now.

 

I too don't get return calls from my supposed HP contact...

They refuted my BBB rebuttal again, saying that the unit is in repair, and they will not discuss it further until I get it back.

More waiting...

 

Does this same problem exist with Compaqs too, or is it restricted to HP?

 

Don't know Yellow1, you'll have to research it. Still have not heard a word from my case manager, been calling for 4 days, HP won't let me talk to anyone else. My dv8000 won't connect to the Internet through dial-up, wireless, or dsl, keyboard is useless, already had the black screen incident again twice. The only thing I can use it for is a night light.
Jka/V, I'm going to write an email to Amber Bouman the editorial assistant for PC World. She wrote this article :Lemon-Law Rights for PC Owners http://pcworld.about.com/magazine/2404p038id124772.htm. I think we need to start making a lot more noise.

 

HP has to give us a refund or a new computer: http://www.computerlemonlaw.com/rights.html#comp

 

If my problems get worse I will call HP about it and stay on them until they do soemthing about it.

 

Interesting... I'd hate to pay to get this done, but if the unit comes back and has the same keyboard problem, and HP doesn't agree to a refund or exchange, I may have no choice..

 

Here's the Magnuson Warranty Act: http://www.ftc.gov/bcp/conline/pubs/buspubs/warranty.htm

Very interesting and chock full of things I will include in the letter I'm composing to HP. HP is scum. I really think we have to make a lot more noise online and especially to consumer advocates.

 

Jav, forgot to tell you that the warranty act makes provisions so that the attorney has to be paid by the manufacturer. This is great advice which I am going to follow: http://www.post-gazette.com/pg/06136/690457-93.stm.

 

Thanks for the info Ubatz.

I got a call yesterday from a technician at HP who says they have "extensively" tested my laptop, and say the new keyboard they just put in (on monday) is working fine....

Yeah, I'll believe it when I see it..

Supposed to have it back tomorrow or friday, I'll let you know what I find out.

 

Good luck, I hope it's true. Wonder why they didn't put a new keyboard in mine on the 3rd round. I've been calling my case manager since the 15th and still no call back. Sent HP a long letter detailing the ordeal step by step and stating my rights under the warranty act. Response was they gave me the phone number for the tech guys in India.

 

Just filed a complaint with the better business bureau for the dv8000 nothing but problems laptop. Been calling my case manager since the 15th still no call back. I think that HP is a hot topic right now so I'm emailing reports to any editor I can get an email address for about their violation of the warranty act and how HP's scandalous unethical behavior is not only going on in the boardroom. With Mr. Hurd approving sting operations on reporters I'm sure the media will love to hear more about their dodgy treatment of consumers.

 

You can take the report from the BBB and from ripoffreport.com of mine and add that to your letters if you want

 

Good idea jav will do. Looking forward to hearing what shape your computer arrives in. Went through the usual dance yesterday trying to talk to someone else at HP and the stone wall went up. Tech support wouldn't even help me get my computer online, said I had to talk to my case manager, something is up. Felt like I was being stonewalled more than ever.

 

Case managers are good. Usually that means something might get done.

 

Not with HP, My case manager rudely informed me that it was too bad, I should have bought a business series product. Not helpful in the least.

Ubatz. Weird, they said on the form that they replaced the keyboard (2nd replacement), and the LCD screen (also 2nd time).... The lcd was fine before. I have black crud all over the screen now, which is very nice... (not)..
Haven't had it on enough to tell, but it seems like I've missed a few keystrokes already. Surprise surprise huh...

I'll be calling my supposed Executive Customer service representative Monday, and refilling my rebuttal tomorrow. I want my money back, I'm tired to death of this.

 

I ordered a dv8000z with AMD Turion64 back in January. I've had the odd problems with the shift-key getting stuck. Since this is my first laptop and I type VERY fast I thought I was hitting some sort of weird key combination that was causing the error. I logged on to the forums today and discovered that I'm not crazy.

For now I'll live with the problem as it doesn't happen that often--and complaining to HP seems to do nothing. However, I've got to say based on the horror stories I've read here, I will NEVER buy another HP product.

 

I wouldn't say never buy another HP product, I think that's going a bit far, I'd say I'd only buy an HP product from CostCo because I can return it any time I want within 6 months. =s

 

does the HP Pavilion dv9000t keyboard still have the same problems as the dv8000? Because right now i have the dv8000 and it sucks.

 

I've been using one since Sept 15th and the keyboard has been perfect. (I had just bought a dv8000t prior and got all of the symptoms - returned it).

Zany

 

Beatriz, Everyone at first thinks the keyboard problem is their fault for typing too fast or not hitting the keys properly... NOT!!! The caps locking is an extra fun adventure, especially when you want to log in somewhere with a password, then there is the black screen debacle... you may as well blame yourself for all of it because if you don't HP certainly will. HP treats its customers like they are criminals on crack who took one of their computers out for a joyride while it was still under warranty. HP's attitude is we don't have to give you a replacement or a refund... you opened the box, you looked at it, you turned it on, you are now 2 days into your warranty, how dare you call us with a problem...the nerve of you cretins!!!
jka, Why am I not shocked and amazed that you still have a malfunctioning keyboard and your computer came back to you looking like an old whore? I don't think they do anything to the computer when we send it in except leave it open on a shelf to collect dirt and dust, eat french fries, put their french fry fingerprints all over the computer, spray some sort of sticky fruit juice on it, scratch the screen and case up, then do a system restore to put all the crapware back and erase everything we may have put on it. Then they all laugh and smoke another joint. I was really hoping that you would get your computer back in better shape, I am sorry...silly me for having hope.
My computer came back with the screen having about 17 scratches in the lower left corner. It looks as if they took a screwdriver and just kept rubbing it in that area over and over. My space bar rarely works at all, the area around the keypad is so hot it is like a hand warmer but much hotter, especially the left side, there is at least one missing keystroke or more in every sentence. Maybe HP should make $13000 hand warmers
Read your HP warranty. They have added a no refund clause to the dv8000 limited warranty. I don't know what the legalities are of that but under the federal warranty act and according to HP's own limited warranty they do have to replace the laptop with a new one.
Reading every one's posts all over the Internet about the same issues with this laptop and other HP pavilion dv models it amazes me how resigned people are to accepting a factory defective laptop from a major company that they have paid a lot of money for. I think HP knows exactly what they are doing and they've figured out the odds. Anyway, they are too busy with their spying scandal to care about us consumers. As I said before it is a good time for us to email editors and consumer advocates. I still have not heard back from my case manager, the warranty clock is ticking, not heard from the BBB yet. I have no intention of quitting my pursuit of HP and accepting the Hewlett-Packard dv8000 lemon notebook rip-off scam like they expect us to. Jav, I hope you don't let them get you too upset, this is what they are counting on, they will try to frustrate us so much that we will give up and go away, stay calm, try not to get too pissed, at this point it is a game to them, if they make us mad enough we will quit. I've never had a website but maybe this is something I should think about especially given the heavy duty ad campaigns HP is doing and in light of their new spying scandal: http://www.iht.com/articles/2006/09/24/business/hurd.php. Don't buy a Hewlett-Packard notebook unless you like punishment.

 

Oh, I won't be giving up. And I don't get mad anymore about it. I'm just resigned to fighting it until I get my money back. Whether that be with a new replacement model, or my actual money back. I have refiled my BBB complaint, and have left a message with Sara Damarit with Hp Executive Customer Relations (my supposed case manager). I am awaiting a call back. Until then, my $1400 or so dollars is sitting on my desk, collecting dust, as I can't work on it with it jumping over keystrokes.

Still curious why they replaced the LCD for the second time, first was obvious, it had dead pixels. After that though, it was fine...? And of course, 2 new keyboards, like that fixed it.

 

By the way, here's a full encounter of my BBB complaint:

Shocked and amazed is what I have to say. I am an IT professional, and work on both windows and some linux platforms, so computer illiterate I am not..

I purchased a brand new DV8000T CTO laptop from hpshopping.com in March of 06. Upon receiving it, I contacted HP via chat 2 days after getting it due to the unit having dead pixels on the lcd screen. Hp chat support explained to me that I can exchange my unit, but there is no guarantees that a replacement unit will not have the issue. I decided that for the few that were on the screen, it may be a lost cause to exchange it. I was also experiencing a strange issue with my keyboard locking up while typing. It seems when you type quickly, after about 20 minutes, the keyboard stops accepting commands, and all keys act as a right mouse click... Frustrating to say the least.

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 suggested I send in the unit for repair.

At this point I'm not exactly thrilled with the concept of being without my laptop, as I use it for daily work.

I explain to the HP rep about the quantity of people complaining about this specific issue, and ask to have my unit exchanged with a replacement unit. The csr on chat transfers me to his manager, a person by the name of Santiago.

Santiago says HP is aware of the problem, and asks if I would please let them repair it, and the stuck pixels on the lcd, and he promises that it will be fixed. I figure if they can fix it, great, I like the unit other than these 2 issues. Santiago promises they will send out a box and label within 24 or 48 hours for pickup on the laptop.

Santiago aslo asks me to return the laptop to factory defaults (reloading it to square 1) 1 week later, no box, and of course, I can't use the laptop due to it having none of my software on it... I contact Hp chat yet again, asking to speak directly to a supervisor, this time I get an apology, and a promise yet again for the box to be shipped out immediately. Lo and behold, I get the box the next day, Bravo HP I think.

I ship the unit back, next day to HP for repair. 2 days later, I get the laptop back, with a label saying No problem found! I turn it on, and sure enough, stuck pixels, same place they were, and keyboard still locks up..

I'm more than frustrated at this point, So I contact HP via chat again, and ask t speak to a supervisor. The HP support rep, Aaron, and during the first few lines of chat, my keyboard freezes..

After it unfreezes, Aaron apologizes for the promises I've been made about my unit being fixed, and says he would like to go over my chat logs. I agree. 10 minutes later he comes back on and asks me for the case ID Santiago had given me, and the log with what he had said. He comes back and says (this is from my chat log)
Aaron "At this point, you got two options:"
Aaron "From my side I can arrange again Mail in repair or I can escalate the your case."
Aaron "Secondly, you can call our phone support and refer the case no. enquire about the Supervisor commitment."

Jason Kuenkler "Ok, here's where I'm at, I was ensured that my unit would be fixed, I expressed my concerns with the multitude of complaint s on the internet from folks with dv8000t's and the same issue, many with multiple 3 and 4 returned units. I again was told it would be fixed, and that Hp knew of the issue as well."
Jason Kuenkler "Ok, what is going to either A. get my unit exchanged, and I can hope for the best with a new unit, or B. refund my unit and I will purchase a notebook elsewhere without these issues?"
Aaron "Okay."
Aaron "In order to claim for the refund or exchange, I will escalate your issue."
Jason Kuenkler "ok"
Aaron "After escalation of the Case."
Aaron "You will get a call."
Jason Kuenkler "Ok, do you need my phone #?"
Aaron "Please provide me a Best time frame for callback and phone."
Aaron "Yes."

I give him my phone #, and he says:
Aaron "You will receive a call back from a Case Manager within 24hrs."

Aaron then gives me my chat transcript # so I have it when the case manager calls within 24hrs.
Surprise, the case manager never calls. 2 days later, I contact HP via chat again. This time I ask directly to speak to a supervisor, and ask to have my unit refunded or exchanged. I provide the logs and the case# which the manager reviews. (his name is Sam, this is today, June 22nd 06). Sam reviews the logs, and agrees, saying I had been misled by HP staff, and I did not receive a call. He asks me to contact HP customer service directly at 1-800-474-6836 and to ask for a case manager, not to talk to anyone else. I say ok, hold on the chat while I call.

I call, and first get someone, they find my information, and transfer me to a "case manager". Only it's 30 minutes, 15 of which is on hold, and they drop my call. I call back again, get a person by the name of Amit Bunso, who proceeds to take my information.

I explain to him that by now I'm nearly an hour into hold and waiting to speak to a Case Manager, and would he please transfer me. He says ok. 15 minutes later he comes back on the phone, and says can I trouble shoot this issue with you.

I say this is now the 3rd time I have asked you to transfer me to a Case Manager, would you please do so. He says Ok. 10 minutes later, he comes back on, asking me to explain the problem to him. I say during this part of the conversation, please transfer me to a case manager, 4 times. (now on my 7th time asking him). He transfers me, saying I will next speak to a case manager.

Isaac gets on the phone, and asks me what the problem is with my laptop. I ask him if he is a case manager, he says No. I ask to please be transferred to a case manager, now my 8th time and nearly 2 hours on the phone. He puts me on hold, and drops my call. I passed the angry stage at this point. I called back, and lo and behold Amit gets back on the phone, I tell him I am doing my best at being patient, but I have asked now to be transfered to a Case Manager, per a supervisors request from HP support, and this is now my 10th time asking, 8 of which have been asking you. Transfer me NOW. He puts me on hold, 15 minutes later a person by the name of Troy Nunemaker answers, stating he is a case manager. He says he has reviewed my case, and tells me he would be happy to set up the unit for repair. I explain that I am now 2 hours, and multiple transfers into this issue on just that day, and I would like my money back. He says No, can't do that, you can have it repaired or nothing else! (in probably the rudest tone a CSR has ever used with me).

I say look, I'm an IT tech, I work on computers for a living, there are hundreds of people online complaining about this issue, and you obviously do not have the ability to repair it. I say I will settle for an exchange for a new unit, and hopefully it doesn't have the issue. He says No, repair it or nothing. And then he has the balls to say, your using this for your business, too bad for you, should have bought an Hp business laptop, and not cheaped out with a regular line unit! I said are you serious, your basically telling me too bad, I bought the wrong unit, and HP will do nothing to properly rectify the issue?! He says yes, repair or nothing. I ask to speak to his manager, upon which he says no one is above me, The only people here are accounting folks, and no one else will speak to you. I curtly say thank you and end the call.

I pop into my chat, and after 5 different chat people, all of which end my chat, I still have no answers. Basically I paid $1500 for a unit that works for a while, but can't be fixed, under warranty, by the manufacturer. I received the poorest customer service I have ever had, and am told Too bad by a "Manager" at HP. I will be reporting this to the proper BBB contacts, and have since switched to other providers for the 3 companies that I manage for IT work. Even Dell, while bad, has never treated me as a customer like this, and I've had them exchange defective units, weeks before their warrantys were up!

After many years faithfully buying HP laptops, this takes care of it. By the way, I typed this on my defective laptop, and something that would normally take about 20 minutes, took 2 hours with the keyboard lockups!!!

Jason
Hayden, Idaho
U.S.A

Date Activity Description
09/17/2006 Case Closed AJR
09/17/2006 Inform Business - Case Closed AJR
09/17/2006 Inform Consumer - Case Closed AJR
09/17/2006 Bureau judged complaint resolved
09/15/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
I will contact Shari from Executive HP Customer support when my unit comes back. And we will discuss this further.
09/14/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
09/14/2006 Received Business' Rebuttal Response Hewlett Packard called and left message for Mr. Kuenkler on 9-14-06. Informed
Mr. Kuenkler that since the notebook is in the repair center refund or replacement is not an option. If Mr. Kuenkler has any issues with the unit when he receives it back from the repair center Mr. Kuenkler can contact me directly. Hewlett Packard is closing this BBB case.

09/12/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
09/12/2006 Received Consumer Rebuttal After 2 failed attempts, and nearly a month waiting, HP finally did ship a repair box to me. Sending the unit in for it's second repair, I spoke to the repair Technician, an Anthony at HP. He acknowledged the issue with the keyboard, and replaced both it and my defective LCD panel. Both of which were fully replaced. Unfortunately the keyboard continues to lock up (after receiving it from it's second trip in to HP Repair), and now also engages the tab button randomly. So, locking up and forcing a reboot, engaging the tab button, locking up and only operating from every key, a right mouse click, requiring a reboot, and randomly going to caps lock are all problems I am currently having with my HP DV8000t, after it's second trip in for repair. What is strange is that in it's first trip in, Santiago, an HP Chat Support Supervisor acknowledged the issue with the keyboard and said it would be fixed, but the laptop came back with no problem found. On it's second trip back, Anthony, an HP Repair technician, actually found an issue with the LCD screen, that I had originally called HP about 2 days after I received my unit, and with the keyboard, replacing both. This has still not fixed the defective laptop.. I find it strange, that I have been through so much trouble to get a defective item taken care of. I have once again contacted HP, and the unit is back in for repair for it's 3rd trip. I am again requesting that this lemon DV8000t be replaced with a new unit, or exchanged
09/12/2006 ReOpen the Complaint
09/01/2006 Case closed - Assumed RESOLVED
09/01/2006 Inform Business - Case Closed ASSUMED RESOLVED
09/01/2006 No Consumer Response- Assumed Resolved with Letter
08/19/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
08/18/2006 Received Business' Rebuttal Response Hewlett Packard does apologize for the inconvenience. Shipping materials have been sent to Mr. Kuenkler in order to send the unit in for repair. If Mr. Kuenkler has any further issues when his unit returns from the repair center he can contact his Hewlett Packard Case manager or technical support. Hewlett Packard is closing this case.
08/17/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
08/17/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Hp sent this last repair order # DKQ433-01 again to someone in Florida. I had to spend another hour on the chat support site with a Supervisor named George to get a possible box sent to me to send in my unit. So far, HP has lied to a customer, has not provided any means of actually getting a defective unit fixed/repaired, and has made a customer spend countless hours on the phone with a rude Case Manager, and hours on chat trying to get my unit fixed. Leaving messages with Sara @ HP does not equate to getting a call back. The only time I can get someone at HP to call me is to file a rebuttal here at the BBB. Sooo I am now 5+ months with a defective item, I have been led along for over a month waiting for a repair box, I have been told too bad by a Case Manager, I have been lied to in chat, I have been told that HP has millions of customers, I am just one of them, and I'm now wondering if HP is just leading me along until my warranty falls off of my unit, so that they dont' have to fix it...? The reports of others having this same problem has been growing online, and they have had no solutions from HP at all on actually getting items to work. The online user community has come up with possible solutions to the problem, involving placing tape all over the keyboard, taking the keyboard apart and placing pieces of felt under the keys, disabling certain keys, and placing tape around the scrollpad area. I find it silly, and a utter waste of time to have paid nearly $1500 for a defective item, that would require me to place tape all over it and to take it apart to just make it useable.

I again, am still shocked at the way HP has handled this situation.
08/10/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
08/10/2006 Received Business' Rebuttal Response Hewlett Packard contacted Mr. Kuekler on 8/10/06. Hewlett Packard apologized for the inconvenience and informed Mr. Kuekler that we will have the materials sent to the correct address in Idaho under repair order # DKQ433-01.
08/09/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
08/09/2006 Received Consumer Rebuttal I never received a call from Sara at HP on the 17th of July. I also have never received the package for sending my unit back to HP. I have left multiple messages for Sara, with no call backs from her, a member of the "Executive Customer service Dept.". Again, my horrible customer service experience continues, and I am now 5 months stuck with a defective product.
08/09/2006 ReOpen the Complaint
07/20/2006 Case Closed AJR
07/20/2006 Inform Business - Case Closed AJR
07/20/2006 Inform Consumer - Case Closed AJR
07/20/2006 Bureau judged complaint resolved
07/20/2006 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
THey sholdn't be making the customer jump through hoops.
07/18/2006 Send Business' Rebuttal Response-New Offer CLT.cf.rtf
07/18/2006 Received Business' Rebuttal Response Hewlett Packard made contact with Mr. Kuenkler on 7/14/06. Mr. Kuenkler agreed to the repair that Hewlett Packard offered. Repair order # DKQ433-01. Hewlett Packard is closing this case.
07/17/2006 Forward Consumer Rebuttal to Business BLT.cf.rtf
07/17/2006 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
All I received was an Apology from Hewlett Packard for the horrid customer service experience I have so far received. Sara DeMerritt informed me that they do not have to offer a refund or exchange of the unit at all, and would only consider it after the unit has been back to service 3 times. Which puts me in a position where I have had a defective product since April, and will continue to be without it until it is actually fixed, or replaced, or I get my money back from it. As a working IT Professional, this is more than unsastifactory. I was told that if my laptop comes back after the 2nd round trip to the repair facility still defective, that I would have to file a rebuttal, and await HP's response yet again. Which would mean another 2 weeks or more before I receive any help from HP. I said that's ridiculous, you have my case, and have told me I can speak to no one else but you, why would I need to waste even more of my own time pursuing your defective item, when I could just call you. She informed me that once the repair order was written, she closes the case for the BBB, and is done with it. I said no way, I have spent hours on the phone and on chat trying to get my obviously defective item taken care of, I have been treated horribly by your own Case Manager, and now I am told that I have to do it all over again the next time. That is unacceptable. After I had gone over that a few times, Sara informed me that Fine, you can call me if it comes back defective, but all I will do is issue another repair tag so it can come back to service. So, here I am, still stuck with a defective item, hoping it can be fixed this second time, and not come back from the repair facility as NPF. I have also learned from this experience that I would have been much better off buying this unit from Costco, as they would have gladly taken it back and exchanged it for another unit, no questions asked. HP pales in comparison when it comes to taking care of their customers. Or in the words of Sara, we have Billions of customers (must be meaning that due to their billions of customers, my issues really aren't all that important, nor do they warrant any type of expedited help, especially after the way I have been treated).

Still frustrated, and still without a fully functional $1400 item.
07/14/2006 Forward Business response to Consumer CLT.cf.rtf
07/14/2006 Receive Business Response Contact Name and Title: Sarah DeMerritt
Contact Phone: 650 857-7177
Hewlett Packard contacted Mr. Kuenkler on 7/12/06 and informed Mr. Kuenkler that because the unit has only been repaired one time a refund would not be an option. Informed Mr. Kuenkler that he has to send the unit in again for repair. Mr. Kuenkler has agreed to the repair and Hewlett Packard will call Mr. Kuenkler back on Monday 7/17/06 with the repair order number.
07/12/2006 More info received from the consumer I received a call from HP from a person by the name of Sara Damara on the 3rd. She left a message. I have now called back 6 times, over the course from the 3rd until now (the 12th) and have not yet received a return call. Not only has HP been completely horrid in customer service, this will be the 2nd expected call back from HP that I have not received...
06/27/2006 Inform Yahoo/HP of Complaint
06/27/2006 Send Acknowledgement to Consumer
06/27/2006 Yahoo/HP Complaint Validated
06/27/2006 Complaint Received by BBB

My DV8000t laptop came back friday, (Sept. 22nd 2006) after it's 3rd trip in for repair. A technician called, again agreeing there was a problem with the keyboard, and for some reason, also replaced it, and the lcd for the 2nd time. The LCD screen was fine. My unit also came back with more scratches on it, basically it looks like it's been used for a year or so, while I've only been able to make use of it for a month or 2. I've left a message for Sara Damarit of HP Executive Customer Relations. I am now 6+ months stuck with what is a fully lemon product, and I have gone through all of the steps HP has required of me the consumer. With still no resolution...

 

this is horse crap. get a lawyer and/or dispute the charges. see about getting class action status as well.

 

Well, I have given up. I consistently have missed keystrokes, and the cap lock thing is driving me ape @#%@, but I just don't have the fight in me anymore. I also have a case number and a case manager...big deal. After literally HOURS on the phone (which included begging, cajoling, threatening and tears) they sent me a box to return the unit for repair. After reading about the condition of the units upon return, I have decided to live with the issues.

If anyone rallies the services of an attorney and initiates a class action lawsuit, count me in, but I have given up hope of having this issue fixed on my own.

 

Night 2004,
I agree entirely. If I don't hear from HP tomorrow with a refund, I will be contacting lemon law lawyers, and let them have fun with it. I just hope folks will see this, and seriously consider purchasing from a company with such horrid customer support.

 

I talked with 2 lawyers and they told me this is a class-action lawsuit for sure. I haven't had the time to look on the internet yet to research how we go about it. Case manager has still not returned my phone call and I have called every day for over a week. The BBB has taken my case, will keep you posted.

 

while i don't have this notebook, i really do feel sorry that dv8000 owners are getting this crap. i'd say you need to stick it to them the best that you can, and accept nothing less than full refunds.

 

arielyn, you have the attitude they are hoping for, this is how the cretins at HP get away with knowingly selling dodgy computers. They know the majority of consumers will do nothing about it. You have to have sent your unit in 3 times for repair of the same problem to qualify under the warranty act.

 

if this thing hits class action, i'm sure it'll be in the news. you might even be able to get it as a class action not under the warranty act, but under the keyboard defect that HP has failed to fix for so long.

regardless, i think a lot of consumers will respond once the ball gets rolling!

ideal settlement: any HP laptop owner experiencing these issues and has attempted at contact HP regarding this issue should be entitled to a full refund plus additional damages to equal not less than twice the amount of the purchase price.

they know what they did...they should pay for it.

 

Like a few others have said, If a class action lawsuit happens count me in. I have the same keyboard issuses as everyone else, i have just been dealing with it because of the Headache of trying to speak to someone compitant at HP just never happends and i waste hours trying to get problems solved. I had to have my laptop replaced twice withing the 21 return day window because of defects with th first 2 ( first laptop i recieved the glossy keyboard surround was full of scratches like someone took sand paper to it)

 

Oh geez. I have read this entire thread now and am getting cold feet.

I picked up this dv8305ca model about 10 days ago, and have been loving it since. But it did seem that the keys were occassionally not responding as I typed, not surprising I thought, a new keyboard and I'm not the single best typist around. But I was curious because I thought the vertical viewing angle seemed a little poor, when in the normal viewing position the bottom seems lighter than the top. tilting the monitor back improves the bottom, but the top gets darker too. PLus there is a bit of excessive backlighting on the bottom when watching dark images I thought, although not enough to jusitfy exchanging the laptop itself.

So i thought I'd check out to see if this was normal. Except I ran across this thread, and am now debating whether to exhange the laptop while I have the chance. I have until friday to do so at Staples/business depot. I already exchanged from a Toshiba A100 SK4, it had a dead pixel and I decided to upgrade to this HP instead.

In writing this I have noted 2 keystroke problems, but I can't help but wonder if they were legitimate or just my own fault - I really am not a great typist. But I do notice my space bar seems to scroll down pages when web browsing - not a problem, but is this a sign of something odd? I have experienced the caps lock probem once, but couldn't tell if I had simply accidently pressed the button or if it turned itself on.

I know ubax and jak/ will definitely pipe in saying "just do it fool", and given their circumstances, I understand completely. But it seems the larger number of people posting here have not had the series of problems they have, and most simply have dealt with their keyboard issues by changing/upgrading drivers or using the scroll lock. Some declare the notebook to be wonderful in spite of the keyboard problems, and wouldn't change them regardless.

I love the huge screen, the full size keyboard, the FEEL of the keyboard, and the performance is quite decent for the price $999 + tax. The software stinks, but was easily removed/disabled. Updating the ATI drivers made a notable difference in performance with Neverwinter Nights. I have undoubted noted some odd keystroke issues, but I am not yet convinced that the notebook will be a total disaster. That, and I can't see myself finding something else comparable for the money. I am no expert, but in most cases it appears to be a software related issue, and likely linked to the touchpad. I know the touch pad is very sensitive and have accidently moved the cursor a few times by brushing against it while typing. I'm not saying this is the cause for cursor jumping for certain folks out there, but my gut says it is for some like me with gangly thumbs.

It still seems that few people have tried the scroll lock feature to see if this does indeed remedy the case for them. The few who have tried it have noted it worked flawlessly. Yes, it is not convenient or appropriate to have to do this, but if it is successful for most people then it seems a much simpler solution than dealing with sub-standard HP service.

I don't know if I'm seeking advice or trying to give it I suppose, but some feedback on my situation would be appreciated.

3 days left to return if necessary...

Cheffy

 

I just want to make clear, I am not denying that the keyboard is wonky for a very large number of people, nor am I denying that it is an unprofessional decision by HP not to appropriately address the issue through either a software fix (properly functioning drivers) or a recall that replaces any defective hardware components with properly functioning ones. I am in fact agreeing that I have had a few odd keyboard experiences including repeating or missed keystrokes, and a possible random caps lock engagement.

It is completely tolerable for me right now, although frankly I haven't exactly typed much yet. If it were to never get worse, I could care less. But, could I expect this to worsen? It seems for some it has, but for most others only just more noticeable over time because of a greater number of occurences (not a greater frequency of occurences). I intend to spend a lot of time typing in the future...

Cheffy

 

Unfortunately Cheffy, the issues are more than just simple driver based problems. My guess is it's internal from where HP has subbed out the keyboard manufacturing. Especially since this comes across with folks in other models of HP laptops, and has been an ongoing, albeit not as bad as the 8000t, problem with HP.

Your issue sounds like a backlighting problem, and I'd say send it in or get out now. The product would be great if it worked as it was supposed to, but unfortunately it doesn't, and HP doesn't know, doesn't care, or just doesn't want to fix it.

I of course, heard nothing from HP today, so tomorrow will be contacting a lemon law lawyer, and persuing further with the BBB. Though my Case Manager said she wouldn't call back until I refiled a rebuttal through the BBB, and that she would wait 2 weeks to call, which is plain silly.