HP DV6 Graphics Card Confusion Clear Up

Never been more upset I have wait 2 weeks and am getting a computer I did not order, they better either upgrade me free or im never ordering hp again

 

What a pain this has become. I ordered the dv6t QE 3 days ago with the 1gb card (model # unknown) and have spoken to 7 different reps at Hp (both in sales and technical support). Nobody there could tell me which card I would be getting, it's crazy that some people have received information about the card from HP reps and others (like myself) haven't. I decided to just cancel the order and reorder the same model but with the $75 upgrade to the 2gb card (I can't imagine it would be the 6490m, most likely the 6770m or better). Spending the additional $75 bucks wasn't worth worrying about the 1gb card, and dealing with more waiting and additional returns. Hopefully they figure this out soon for everyone's sake.

Happy New Year everyone!!!!!

 

Good move! I wish I could have done the same, but at the time this problem came to light for me, it was too late and my laptop had shipped. I am pretty sure there is no confusion surrounding the 2gb model, it's definitly not the abomination 6490m or any of it's varients. I don't think they even have a 2gb model. It's the 6770m or the 7690m.

I've very sorry to hear that. I sincerely hope that this problem is resolved for you. I'm still very concerned that mine is actually the 6490m and that my tech support guy was confused. :-/ I hope more people here are able to chat/call and confirm and report back.

If you don't mind, could you tell us what options were available when you ordered (were there two 1gb options?) also could you post your product number, perhaps we can discover a pattern.

 

I spoke with another guy and he gave me the following parts number: A1U59AVI looked it up.

HP PartSurfer

This was the 6490m. So it seems the inital guy told me the wrong information (unless this guy gave me a generic parts number).

 

To be safe & not have to worry about what video card you are getting is to upgrade to 2gb. If a company is going to pull this kind of crap & f*** their customers in the a**, maybe it's time to shop somewhere else. Who's got time to wait for their laptop & return it & wait for another laptop, just so you know what parts you are getting, this is INSANE. Seriously, this is JOKE.

 

Do you know if you have to send the laptop back first or if you hold on to the other one until they send you a new one.

 

well lets just say HP pulled a fast one a few of us. both the 6490m and 6770m are 1GB Discrete GDDR5 Graphics AMD Radeons. so from a legal standpoint, they shipped you what was offered and what you ordered from their site. those s!

 

In your case I'm not 100% sure, but you have 21-days from they day you purchased it, to return it. So I think you could hold onto it till you receive your new laptop.
But you will not get credited back till they receive it.

When I purchased the dv6z, I spoke to a HP agent & told them I would like to return it & they issued me a RMA #, they emailed me a shipping label & I dropped it off at Fedex station. At the same time I just placed an order for a another laptop.

The only downside is they charged me for 2 laptops & when they received the 1st laptop I was refunded in 3-5 business days. Good thing I paid with HP Direct Credit.

 

I'm wondering if this is worth the hassel.

 

IMO it's definitely worth it getting the 6770 or 7690 graphics card. For the money you spent you should get what you want. I would call customer service & explain your situation how they gave you the wrong graphics card. Tell them before you ordered the laptop that you were assured at least a 6770m graphics card.

It would be nice if they could send out the new laptop & not charge you again.

 

On the video benchmarks "PassMark - G3D Mark" the 6490m= 644 & the 6770m= 1749. The higher the number the better. Please don't settle for the 6490.

 

Yea that is a dramatic difference!

I have been crawling through the parts store. If you have the following product number: A1U59AV then you have the 6490m. If you have A2Z59AV. Then it's all up in the air. You can also put your serial number there and that might help you determine which one you got.

I know on my order recipt it said A2Z59AV. I guess we won't really know till we get our laptops. When is the earliest date anyone is reciving theres. Mine is Wednesday :-/

 

If you are doing an exchange they will not even begin to process your order until they receive the old laptop. If you return and reorder it is MUCH quicker, the only downside is you are charged twice until they process the refund.

 

Drathaar is exactly right regarding returns, the process is easy and virtually painless. The cancellation process can go a couple ways:

1. HP will attempt to cancel (stop production) your order directly at the manufacturing facility. Generally within 48 to 72hrs of placing your order this can be done. They will tell you the order may or may not be cancelled right away. They will notify you within 1 to 2 business days to inform you whether or not the PC was cancelled. If the PC wasn't able to be cancelled, the PC will finish production and be shipped. Once shipped you will receive a shipping notice with a tracking #. Once you receive the tracking # contact HP and tell them you want to cancel your order, give them the tracking # and they will contact the shipping company and have the package returned. A credit will then be issued generally within 3-5 business days. NOTE: I have cancelled two PC's in this manner, one within 48hrs and one within 72hrs. Both times the PC was cancelled before shipment. I receive a full refund and there was no hassle.

2. If you have already received your PC, the process is as Drathaar explained. In addtion, if more convenient, you can ask HP to schedule FED EX to pick up the PC at your location and bring the shipping slip (at no cost to you). All you have to do is re-box the PC and hand it to FED EX. They make the process real easy.

With this said, if you are concerned about getting the 6490m and you have just recently place an order, then it may be in your best interest to cancel and reorder with the 2gb card option. Either way best of luck!

 

Thank you for this it was very informative. As it is, I'm still not sure what is IN the laptop I ordered but the laptop has been built and with fed ex in shanghi (and has been since thursday december 29th). One guy straight up told me it was the 7690m then another guy didn't know what he was talking about but seemed to indicate it was the 6490m. So I'm at a loss as to whether the extra money + time is worth avoiding the risk of getting the 6490m and having returned it. HP and perhaps their agreement with AMD has led to a very bad experiance.

 

My product number is A2Z58AV. I chose the 2nd 1 GB option when there were 4. I also ordered through a Sales Rep, whom I asked to confirm that the option I was ordering was the 6770m. Now he might've not really known and just said it was to get my order through. I'll just have to wait for it to arrive, which should be around Friday. Fingers crossed that it's the 6770m, otherwise HP better give me some great compensation or I'm heading over to Malibal :/

 

Did you order the Select edition (or the regular DV6t)? I'm guessing the reason why you have
A2Z58AV vs my A2Z59AV is that I ordered a Quad.

 

It appears the product # A2Z59AV is the same for both 1gb and 2gb options regarding the dv6t QE. Not sure about the other dv6t lines.

 

A DV6-6000 being sold on ebay with the 6770m has a code on it of LF374AV.

 

I believe that is a non-configurable one. Which probably has different numbers. Hp parts says it only comes with the 6770m option.

 

If this helps, for those curious between the difference between the 6770 and the 7490 - In terms of game performance, I can play Left 4 Dead 2 on max settings (high everything, 4x AA, 16x AS, 1366x768) on 60 FPS. Civ 5 I can do on most high settings at about 40 FPS. And I can play Sims 3 on max, unknown FPS but it runs smoothly.

Those wanting to game should not get the 7490!

 

Yes when I ordered it was the day they changed from 4 options (2 1 gb ddr5 options 2gb ddr5 option and integrated) to 3 options (1gb ddr5 and 2gb ddr5 and of course integrated) I ordered 12/22/11 and ordered the 1gb card and called with serial # and product # and was told by 2 different reps it was built with a 7470 this was a dv7t non quad edition dv7t61xx.. I will return when it is received I recently found a refurbished envy for $795 with the 6850 gddr5 its a first gen i5 but other than that everything was exactly the same specs so I got a beast 6850 for an extra $30 but I hate hp and their service is terrible.

 

oh and product # A1L96AV

 

AHHHHHHH, waiting sucks!

 

I did indeed order the dv6t Select Edition. I got the $75 upgrade for the GPU,
I think.

 

I'm a lurker but I'm in the process of possibly buying a CTO laptop so I asked them a few times via online chat and over the phone. This is the only one that I got to actually specify what the model number was, plus she stated the options would be returning to normal on January 8.

Time Details
01/02/2012 12:30:41PM Session Started with Agent (Eden J.)
01/02/2012 12:30:41PM me: "dv6t quad edition video card model number"
01/02/2012 12:30:54PM Agent (Eden J.): "Thank you for contacting HP Home & Office Store Chat and welcome to our Red Tag Sale. My name is, Eden."
01/02/2012 12:31:08PM Agent (Eden J.): "I’m absolutely able to assist you with your question today."
01/02/2012 12:31:11PM me: "Hi Eden, I just wanted to know what the model numbers were for the options for the video card upgrades in this customizable laptop."
01/02/2012 12:31:33PM Agent (Eden J.): "Sure, let me get that information for you."
01/02/2012 12:31:41PM me: "Thank you."
01/02/2012 12:31:49PM Agent (Eden J.): "You are welcome."
01/02/2012 12:33:00PM Agent (Eden J.): "May I put you on hold for 2-3 minutes? I am still waiting for the information."
01/02/2012 12:33:21PM me: "No problem, thank you for your help."
01/02/2012 12:33:28PM Agent (Eden J.): "Okay."
01/02/2012 12:33:58PM Agent (Eden J.): "Thank you for waiting."
01/02/2012 12:34:50PM Agent (Eden J.): "The dv6tq comes with the 1GB 6490 and the 2GB is the 7690."
01/02/2012 12:35:59PM me: "A few weeks ago I was looking at this same exact laptop and it showed four different options for video card upgrades with a 1GB upgrade being listed as the 7690m as well."
01/02/2012 12:36:03PM me: "Is that no longer offered?"
01/02/2012 12:37:56PM Agent (Eden J.): "It will be returned to its proper options on the graphics this coming January 8, 2012, but we don't have the exact information if that's the 1GB 7690m."
01/02/2012 12:38:23PM me: "Okay that is all I wanted to know."
01/02/2012 12:38:27PM me: "Thank you for your help!"
01/02/2012 12:38:33PM Agent (Eden J.): "No problem."
01/02/2012 12:38:41PM Agent (Eden J.): "Thank you once again for using HP Home & Home Office Store Chat. We appreciate your business."
01/02/2012 12:38:57PM Session Ended

 

i got a similar response through email that the graphic card upgrades will be sorted out in the next couple of days.

 

To be honest I cannot imagine that we wouldn't be allowed to switch the 6490m back for the 6770m or equvilient. I just find the whole experiance terrible and I find this to be a terrible waste of time. I'm looking at having to ship it back so there goes another 2 weeks. Then wait for them to fix and send it back so another two weeks so we are talking about a month and a half just to get a laptop? I'm wondering if there are better or equivlent deals in an actual store that I can just go pick up. There is something to be said for being able to see what your getting in your hand. I hoping that the spec/price are worth the hassel :-/.

Though it is ridiculous that two people could order the same exact laptop two days apart for the same price and one gets a massive upgrade and another gets a massive piece of garbage.

 

My laptop (ordered on the 12/22) is now in memphis, I live in Floirda. It's supposed to be here by wednesday, any chance it'll get here earlier? At any rate I'll report in ASAP. Anyone recently recieved their laptop?


How long till everyone else recieves theirs?

 

same exact for mine must be on same shipment although its going back immediately because they screwed me and gave me a 7470

 

How do you know they screwed up? I have recieved conflicting information from HP so I won't know till I get it :-/.

 

I called and gave serial # and product # and 2 different reps and used a tool to see what it was built with and it was 7470m and they said it was 100% accurate they were looking at the exact build as shipped, I will receive it tomorrow so hopefully they are wrong even tho I ordered another one.

 

Mine was also in Memphis now in Rochester, NY and im in Utica, NY but obviously will get tomorrow with the crappy 7470

 

Really, which number did you call? I spoke to one agent who seemed pretty confident it was the 7690m then I talked to 4 others who had no clue how to look it up but one gave me a product number that cooresponded to the 6490m motherboard (I spoke with another agent and asked him for that same number specifically and he too was confused about it). I reached the conclusion that they don't have a clue what is actually put in it. They just have the order recepit that we have. Which doesn't say which card. They are also not aware of the practicies of the people that put together the laptops. This is primarily because those people are in China. So we have no choice but to look manually at the laptop to see what is in it. I hope for positive news for both of us.

 

HP needs to go back to listing actual specs. Stop trying to dumb things down.

Even Apple, whose demographic appreciates things dumbed down, lists actual specs.

 

This is so pathetic for HP to do business like this. I feel bad for everyone that has to return their laptops & order another & play the waiting game, sucks.
And if you order the 1gb graphics card, it's up to the assembler to decide what card you get, either the 6490 or 6770 or 7690....LOL

 

ok i just had an interesting conversation with an HP rep or whatever you wanna call them. from what he assured me, both the dv6t/dv7t QUAD series all shipped with a 1gb 7690m. it was only the select and regular versions of the the dv's that had the 1gb 7470m.

come january 8, the site will update the information on the video cards as it is the official launch/release of the 7xxx series. apparently there's some kind of embargo since the cards have not been officially released.

*this is what HP is telling us today. =)

 

Thanks for your effort! However, I don't believe or trust anything HP says. There has just been too many inconsistencies over the past few weeks. As they say "the proof is in the pudding", I'll believe it when I see it. Lets keep our fingers crossed!

 

Has yours arrived yet? Mine says it's on the truck for delievery but I won't be home till later to test it out.

 

mine will be here in about an hour i will let u know for sure the # I called was tech support you can also use tech support live chat on website
18009994747

 

Indeed, hopefulyl I'll be able to look myself today but perhaps this will be useful for others. I did use the tech support chat line and got one answer of 7690m (but he seemed to just be telling me what I wanted to hear although he was the most sure of all of them) and about 3 "we don't know talk to sales" type answers (sales didn't know). I'm not sure if you posted this before but was yours the quad edition?

Good luck everyone!

 

I just chatted with an agent & this was the response:

"I am apologize the information you seek is not readily available. However, I can assure you that all our components passed HP's standard and we are working in conjunction with various manufacturer of graphics card as such we cannot determine what will come with the system once ordered."

 

Well, that does seem to be the case, HP has no clue what they are putting in these things which is why if I return this I'm going to see if I can get the 2gb one to be more sure (though they could still probably mess that up too). I don't know what passing HP's standard means though. Let's pray they got it right this first time though whether by choice or by accident.

 

Now I just called the Resolutions Team 1-888-227-8451 & the agent basically could not tell me anything. She said that by January 8th the information will be available. I asked her what if I get the 2gb graphics card for the dv6tqe, she still could not guarantee it would be 6770 or 7690. I guess I'll just wait till the information is released.

 

just got dv6quad ordered on the 22nd with the 7470m

 

same here got the crappy 7470... good thing I ordered a beautiful refurbed envy w the 6850 gddr5 that I also received today... peace dv7 thanks for nothing GO TO Electronics Store Los Angeles | Computer Parts Los Angeles | Computer Store Los Angeles | eritech International: refub & new notebook computers @ wholesale prices I dont work there or have anything to do w them but they have envys and anything else u could want less than $900 loaded with the 6850,5850 and some dv7/6 w the 6770 refurbed but mine is absolutely mint couldnt be happier. Oh and NO TAX from eritech, check it out I give him 5 stars he has an ebay store but his website is about $50 cheaper per item.

 

Sorry to hear that guys. So Quad 1 GB option is clearly 7470M. Is anybody waiting on regular DV6 or Select Edition to arrive with 1GB card?

 

Man that sucks, but I think we already knew that was coming! Glad to see a few of you may have reordered other machines with better cards, good for you. I ordered the dv6t QE with the 2gb card hoping to escape this mess, but not sure if I will get screwed regardless. Did anyone out there order the QE with the 2 gb option and know what card they have?

 

when will you b receiving yours ? i have till jan 15th to call them and decide if i want to upgrade/return it ,,,,,,,,i have a dv7t i7 2670qm, 8gb ram, 1gb 6490m, 750gb hd 5400rpm,
im hoping to upgrade to 1gb 6770/7690
and 750gb hd 7200rpm.......
don't want the 2gb option its a waste of money....

 

Thanks for the link! Congrats on your new Laptop!

I found a DV6 which I'd buy, but the price is not all that much less than a brand new one using a coupon on HP. Were they flexible on the listed price or were you able to get them to come down a bit?