Why is HP Hiding the "APOLLO AND ATLANTIS MOTHERBOARD ISSUE"??

Is this an HP Cover-up?? I sent my notebook in for repair of what HP told me was a "known problem" with the laptops... Sent it in on 01/19/2008 & was to receive it back on 01/31/2008. During that time period My Customer service order status page stated "Failure : APOLLO AND ATLANTIS MOTHERBOARD ISSUE". I read into this "issue" and found it to be a Problem with many HP Laptops with AMD & Broadcom. I have found a thread in the HP forums extending the service agreement I believe was for the dv6000 series, with the same exact problems, but not mine. I have the dv2000 series dv2415nr to be exact. My CSO page was still stating an "APOLLO AND ATLANTIS MOTHERBOARD ISSUE" on the 31st when I expected to get my laptop back. Then My CSO status page also stated "Hewlett-Packard is awaiting the arrival of a part to complete your product repair." with an Expected Delivery Date:02/14/2008. Thanks for the heads up HP!! Now I noticed a Major change to the CSO status page the "Failure : APOLLO AND ATLANTIS MOTHERBOARD ISSUE" changed to "Failure : SERVICE ENHANCEMENT PROGRAM". Now if that’s now a cover job I don't know what is. The latter sounds sooo much better if a larger more widespread problem is happening. Since the change of it being an "issue" to an "enhancement" what is HP hiding?? Could they be avoiding a recall??

 

just type in on hp.com service enhancement and you see a whole document about how they are fixing these systems, even up to a year out of warranty. Think this issue has to do with the soder cracking due to the heat or something like that, because recently there was a BIOS update to fan alogorithm. I really wouldn't worry to much about it, as long as it gets fixed.

 

Hey Caveman... thats what I read also. The BIOS update to the fan algorithm, only makes the fan run continually.. A big drain on Battery life & the life of the fan itself (not a fix). I Had more problems after that update than I had b4. So I reverted it back to the original BIOS ver.. And all was well again. I used a external USB Laptop cooler fan since I bought it.. That helped to lower the temp by 10-15 degrees. Its just a bit hard not to be upset with HP & this Change to "ENHANCEMENT" from "Issue". I hope this will be a real fix not just a mend till the warranty runs out. That document with the search terms "service enhancement" only brings up the other series dv6000/dv9000 not the dv2000 series.. They should enhance the length of my warranty also. Just venting....

 

After I upgraded to the F.3D BIOS I noticed the fan now constantly runs at a low speed which sounds like a faint hum.
I was concerned about my battery life and tested it. I still get up to 2.25 hours doing "normal" usage (Browsing and MS Office) which was pretty much the same as before.

The big upshot for me is now my laptop run noticeably cooler.

g/l - I hope you get your notebook back soon.

 

Ether,

The motherboard failure issue is much more widespread than HP cares to admit. Besides the two official series which have problem (Dv6000 and DV9000) I have seen people reported failures on the Dv2000 series and the F-series.

One thing in common is they are all AMD/Broadcom based machines. HP recently issued a BIOS update to all its AMD based machine to make the fan runs constantly presumably to cool the machine to avoid future failures.

I really think this is a design defect but HP is not stepping up for issuing a recall. If you look at the forum at HP.com you could also see hundreds (if not throusands) of angry customers.

 

Ether, I agree that other series have this issue as well but you do realize that "service enhancement" is HP-speak for any repair recalls. Just note the title of the dv6k/dv9k recall page. It is titled as a "HP Limited Warranty Service Enhancement" which means your dv2000 was most likely also included in that program. They might release further repair recalls for other notebooks which might have the same issues. Although I dont have specific details on it but only time will tell.

 

lucky me....2 year replacement plan from officemax =D.

 

EXACT same problem....sent the laptop to them and had the apollo and atlanta motherboard issue on their warp{ed} emails. They returned it with a letter saying they had repaired the LCD monitor. Called them when it did the exact same thing that it had been returned for. THEN they admitted it was "known" issue with the motherboard. Said to send it back and they would fix it this time. They have had it for a month and after repeated calls, they assigned a "case manager" who denied a "known issue" and the same day I talked to him, they changed the motherboard issue to "service enhancement".Meanwhile my son has been without his laptop since December and there is no resolution in sight. I asked to have it replaced. Nothing.

 

Wow, this is some shady dealing from HP. How sad, I thought they were a pretty good company.

 

Such a terrible ordeal, you should be entitled a replacement. Demand a replacement in compensation for their lousy service. Tell your case manager that your son needs the laptop for his studies and its been gone far too long. You will have to stress this out to the case manager as hes the one that calls the shots.

 

>> was concerned about my battery life and tested it. ... "normal" usage (Browsing and MS Office) which was pretty much the same as before....The big upshot for me is now my laptop run noticeably cooler. <<

I, too, was amazed that battery life did not show a huge drop. I guess the fan constantly going slow takes about the same as the fan constantly cylcling on high every minute.

It is amazing that it took them so long to issue a fix for the heat problem. It was an obvious problem and now it is going to cost them a bunch on recalls.

I bet someone will do a class action lawsuit. The lawyers will collect 10 million dollars and we will get a 10% off coupon on our next laptop purchase.

 

i've the same problem.sent it for repair on january 15th and got it back yesterday (1month for repair )anyway it has the same old problem. i don't know what they have done to fix this issue.
i've filed a case @ BBB.hope that gets their attention.i was promised to get call from a manger but haven't gotten one yet.

i've ordered a dv9700t with the $500 coupon but now i'm thinking about returning it because of this horrible experience.

 

ohhh ..................... just got the lap back ran for 2 hours then i restarted it same problem !!!!!

DO NOT GET ANY HP PRODUCT !!!!!

CLASS ACTION !!!!!

for all that have been screwed by HP CALL them stay on this!!!


We will over come !

 

Theres already an ongoing class action lawsuit against HP for the faulty motherboards. They even had a website, you should join them

 

I googled for the class action lawsuit and could not find it. Can you point me in the right direction. If my notebook is not fixed, I'd like to sign up.

 

Here: http://www.hpnotebookclassaction.com/index.html

 

Just joined the cause. Had a DV6000 little over a year and it died. Diagnosis from local repair place was motherboard. I've been an HP fan for a long time but not any more. They need to step up to the plate!

 

HP will not admit the problem because it means they will have to issue a recall which will be VERY costly. It's not just the dv9000 and dv6000. The problem exitsts in dv2000 and tx1000 too. Instead, they repair notebooks for individual cases which does not cost as much. Also, I doubt its a Broadcom issue. When they replaced my motherboard, they didn't replace the wireless module.

 

My dv9000 CTO was repaired four times, including two system boards, a defective hinge, a bad DVD drive that kept popping open... and it just failed again.
This time, I demanded a new laptop. Because it's still under warranty -- I bought a Care Pack on the same invoice as the laptop -- the case manager is supposedly sending me a new dv7t-2000.

If it comes in and works, they will have satisfied & settled my complaint, but I can only imagine how many people got screwed by these problems...

 

I am a comp home repair and i have the exact same model and the same problems i think there are trying to get around a recall this is rediculas

 

Hmm, am i the only one whose DV9000 is still alive? It's AMD/Broadcom, it's got the 8400M GS, and i have experienced the "screen broken in 4" upon cold boot a few times. So it would qualify as a time bomb, right? Well, it keeps kicking, and i use it every day. To top it all, it's also overclocked and i play GTAIV on it. It works. And yes my hinges are a little loose, but they were like this since i got it, and they show no signs of additional loosening.

It even fell off my bed once, flipping over and landing open display side down, like a book. I was like "oh sh*t i broke my display". I picked it up. Display - check. Hinges - check. It was still in one piece, it didn't even crash Windows.

Though, admittedly, i don't have a warranty, and i do my own repairs, so i don't really care if HP is sued or not.

I repair pro audio amps, so i use solder every day. Let me tell you this - it doesn't matter how hot the thing runs as long as it's not past boiling temp. What cracks the solder isn't sustained heat (at least not 80-90C), it's sudden temperature spikes, especially from cold to hot.

So if it's cold, keep it running. You won't have any problems.

 

oooh, ahhhh. another conspiracy and coverup from the great corporate satan.

 

Offtopic but I am curious. How do you play GTA IV on an 8400M GS?

 

First off, this thread is about 90% BS. Its NOT an AMD/Broadcom issue. Broadcom has nothing to do this this issue in anyway. Leave them alone.

The LWSE (Limited Warranty Service Enhancement) has everything to do with the Apollo & Atlantis Motherboards but yet again they arent the real ones to blame on this issue. If you people spent 10 minutes researching you would read about how its happening to lots of other computer manufacturers. Dell, Sony, Lenovo, etc.

If you need to throw stones throw them at NVIDIA. NVIDIA designed multiple types of defective graphics cards ranging from for example the geforce 7000-8000 series'. The massive heat coming from the AMD and NVIDIA chips causes an overheating which makes the wireless or system non functional. Take a look into NVIDIA chip design back then and you can obviously see the flaws in putting a hot chip on a pool of solder.


I would link the direct information from NVIDIA as well but the link no longer works that we printed off from and this is the only thing I can find now: http://www.nvidia.com/object/io_1215037160521.html


LINKS:
http://www.pcworld.com/businesscent...ll_getting_heat_on_nvidia_graphics_chips.html

http://www.theinquirer.net/inquirer/news/1031961/hp-pays-half-nvidia-problems

http://www.trustedreviews.com/lapto...ists-nVidia-GPU-Problem-Affected-Notebooks/p1


HP OFFICIAL
http://h10025.www1.hp.com/ewfrf/wc/...7277&cc=us&dlc=en&lc=en&jumpid=reg_R1002_USEN

 

The customers paid HP with their money and not nvidia. So it is the prerogative of HP to ensure that customers get what they paid for. Independent vendors like Nvidia, ati,seagate,lg don't figure in a business relationship between oems like hp,dell and the prospective customer.

If it is well known that those chips are defective and that one defective board will be replaced with another defective board, there should at least be a lifetime warranty enhancement. This is because those newly replaced boards are like ticking time bombs waiting to go off any moment. It is also seen that most of these boards go out after the warranty period gets over, so there you go. So any serious customer will be bound to feel duped at their high investments getting drenched in water.

So suppose if my seagate hard drive fails in warranty, i will be approaching the oem builder only for replacement and not seagate. The only difference is that motherboard is a far more complex component and the entire system's functioning depends on it.

 

Customers would get what they paid for if they took care of what they own. Blow out the fan, perform mantience, update every once and a while. Simple things like this could of avoided the whole situation in the first place. If you dont know then pay someone or read a book.

Yes people paid HP their money for a working notebook but that life is only guaranteed as long as the warranty exists. HP did not put faulty parts in their machines on purpose and try to maintain a high quality at a value price. HP sued NVIDIA about this in 07' (damn old links) hence why the LWSE even exists. Should they have just done nothing like the other computer companies? Your give an inch and people try to take a mile.

This is not a recall, there is no ticking timebomb thats going to blow up or burn. Notebooks simply stop working properly. Notebooks always stop working at sometime and any serious consumer knows that the average lifeline is 2 years.

Unike other manufacturers HP stepped up about this and gave an additional 12 month warranty plus the fix in November 07'. Asking for a lifetime for a piece of electronic equipment is flat out absurd. If you think your car, new home, electronics, and equipment are going to last you your whole life you are mistaken.

In warranty. Enough said.

 

I never mentioned lifetime. But you have taken it far by claiming that a notebook should last 2 years on an average. How ridiculous!

You don't obviously know much about the Nvidia issue so you are putting the blame on end users' lack of maintenance.

Asking for a life time for an electronic equipment is not absurd if it is faulty at the first place. And if that can't be done, HP should take steps to replace those models which contained defective components. This situation is not like you peel out the defective part and everything is fine. It makes the machines burn and shut down.

If everyone followed what you just mentioned, then Quality Control will be NIL and six sigma will diminish.

 

At 18 steady FPS, 1024x600 low-medium details. Since the FPS rate stays constant there's barely any lag. Yeah it would seem like a low number, but movies are in just 24 fps, and no one goes to the cinema and then says the movie lagged or stuttered. Because the 24 fps rate is constant and uses some smoothing.

 

Thanks for the response. Are you using patch 1.0.0.4? Because it stutters on my machine.

 

Yes i am using 1.0.0.4. Prior to that it was stuttering like hell whenever i would pass a crossroads, patch 1.0.0.4 fixed the stuttering and on top of that there's more graphics options to play with.

 

Maintenance has NOTHING to do with this issue at all. It is a issue of defective components being installed into a device. PERIOD

It doesn't matter in the slightest whether or not HP installed defective equipment on purpose, they put defective equipment in their devices. It's called accountability.


It is a ticking time bomb, because HP is totally aware of the issue, to the point that they know they are installing known bad boards into machines that are sent back in for repair. I purchased my DV6000 in 2006, sent it in for this very issue in late 2007, I was informed BY HP in 2007 that it would most likely happen again due to the fact that they were not going to redesign the board and would be installing the very same model board that came from the factory when it was manufactured; and now I am dealing with this exact same issue again. They know, they knew, and now they are tired of dealing with it so they are choosing not to anymore

It is not absurd if you're asking them to fix this issue for as long as it's an on going problem. Accountability

 

Not sure why some of you are sticking up for HP (unless you work for HP) when this issue is obviously not being addressed appropriately by HP.

I have had to send my dv9000 back 4 times to have the motherboard replaced (the fourth time at my partial expense). As a home based contractor, I was reliant on my laptop to complete my work and I was very protective of it. So, needless to say, each time I had to send the laptop back, it caused me to lose work. Eventually, I was forced to shut down my contracting company and get a job.

So, I go to start my new job and I discovered something funny, they had several HP laptops with the same issue. In fact, over 60% of their laptops had either had been repaired or were in the process of being repaired. One of the laptops that were recently sent back to HP had had the warranty revoked because the connector for the hard drive ribbon had been damaged. The curious thing about this was that the laptop had never been opened by our techs.

My thought... is that HP is losing TONS of money on these laptop repairs and they are trying to defer as much responsibility as they can onto the consumer. I would even bet that HP would go as far as to damage a product to void its warranty and to minimize any liability in order to protect itself.

It saddens me to think that I recommended HP too many of my friends when they were purchasing laptops. Ugh.

So HP, thanks for killing the little guy to protect yourself especially considering that you are in the wrong (and you know it). Karma is a fickle b#$ch and you will eventually lose out in the end. I know that I personally will never buy an HP product again and these sentiments are echoed by several within the company I now work for. Furthermore, I intend to warn my friends to stay away from HP with regards to future purchases.
I know Dell has its share of issues as well, but at least they take responsibility where it counts. For me, I will probably go with Asus or Alienware for my next laptop.

Good luck and best wishes to all of you that are experiencing the same.

 

I sympathize and agree with you, kiggler! I don't know if I would go so far as to say that intentionally damaging laptops has become a 'policy' of HP's, but I know it sometimes seems that way. I have a 3 year extended warranty on my dv5t, but after reading all of the HP repair horror stories, I've decided that I'd rather pay for my own repairs, than to take a chance on sending my laptop to HP and have them accidentally or on purpose, damage my system.

I'd much rather pay the extra money for repairs (and I don't have extra money to throw away!), and have the repairs done locally, where I can personally choose who does the repair and be able to, at least, have some measure of control over the repair.