dv2000/dv6000/dv9000 recall

I have an out of warranty dv9000 and haven't had wireless for months. I just discovered HP issued a recall for the wireless and other problems with several different Pavilion and Presario models. For the wireless problem with the dv9000 they are replacing the motherboard on all notebooks in or out of warranty. I was wondering if anyone has had the repair done under the recall and how it turned out? I'm also wondering if HP is still cosmetically trashing notebooks when they are sent in for repair?
Here is the link for the recall:
http://h10025.www1.hp.com/ewfrf/wc/...77&lc=en&cc=us&dlc=en&product=1842189&lang=en

 

Call up HP and ask. They might even replace the laptop

 

Just to clarify, this is not a "recall". It's an extension of the standard 1 year warranty. I had my DV2000 sent in for repair. My experience with the repair has been truly terrible. HP redefined what I thought a low standard of customer service could be.

In short, HP received it Feb 14th and I still do not have a laptop. It took MANY calls, many emails, and many broken promises by HP before they agreed to send me a new laptop. Estimated time of arrival - 10 days from now. They'll drag they're feet every step of the way and resist doing anything to resolve your problem. They'll promise delivery dates of your repaired laptop, but each time that date comes they'll call and say "another two weeks".

Send it in. It's still under warranty as long as you haven't purchased it over two years ago. However, make preparations for being without a laptop for a long, long time and don't hesitate to escalate your case to a Case Manager. Just never expect the Case Manager to call you as promised. You'll have to call repeatedly to get a hold of them. Good luck.

 

My notebook is over 2 years old and when I spoke with HP they told me there was a recall and they would fix my dv9000 free of charge. When I posted this I had already received an email confirming my repair order and box. I'm very familiar with HP's dreadful customer service, horrible repair practices and the infuriorating case manager games.
This dv9000 was a replacement for my dv8000 which was in for repair 3 times, never fixed and completely trashed by HP. I'm wondering if they are even capable of fixing this wireless problem? The bios update they issued for the problem is useless. I'm trying to see if anyone had a successful outcome having the repair done or is this the same old HP game of mail it in, even though we can't or won't fix it, for endless, useless, damaging non-repairs.
Judging from what you say, clarrkkent, it sounds like nothing has changed for the better over at HP since my dealings with them 2 years ago.

 

From what I've read on HP's forums and from what the tech told me over the phone, the problem isn't necessarily with the wireless itself, but a heat sinking problem caused by some kind of defect in the motherboard. The over heating degrades the surrounding components over time. Loss of wireless is typically the first symptom of a soon to be dead HP.

My wireless went out intermittently for the 7 months I had the laptop, then it crapped out entirely for 2-3 days before my motherboard fried.

From all my reading and my own personal experience, there have been no successful repairs of this issue. The board will have to be replaced, but unfortunately you're right. HP plays the endless wait game always claiming "another two weeks and we'll have the parts". It appears they don't have the parts to actually fix all the defective HP's. Eventually they'll replace. It just took 40 something days for me before they would.

 

OK, Clarrkkent, thanks, this is the kind of info I was looking for. Like my dv8000 this notebook is toast and HP can't fix it. Now I have to be prepared to play the send the notebook in 3 times and then file a complaint with the Better Business Bureau to get a new replacement game. What did you get for a replacement?

 

ubatz...I'll be able to answer your question about the cosmetically trashing the notebooks in repair when my one month old DV9700T comes back next Friday. But speaking from prior experience about 3 years ago, I had a notebook sent in for repairs 3 times in a month. The first 2 times it came back looking fine. The last time it looked like the lid had been keyed. I called HP and they sent me a brand new replacement in 48 hours after all the trouble I'd had.

 

Thanks for the heads up rtrdogs. Two years ago HP put 14 scratches in my brand new dv8000 screen the first time I sent it in for repair, truly shocking. I just wanted to know if they were still up to their old tricks. Please let me know what condition your computer comes back in.

 

oh my!!! I'm having the same problem with HP support..I used the chat interface for evidence...

my advice don't send it just yet, until you get hold of someone with a repaired unit. Either they don't have the parts or they are delaying forever till you forget. Can a class action suit be done on this?

summary: I reported the problem last year, way before the "recall" and got the GO signal to send it back then. I hesitated and bore being without wireless, since I need the laptop pretty badly. I finally sent it in Feb 2, way before you did Clark. Until now the update is they are missing parts.

The first promised delivery date has passed. I demanded that they return it even if it's not fixed. the tech told me he's sure I'll get it today APR 2.

Online repair info tells me it hasn't shipped. I'm sure it is updated often and I'm pretty sure it will not arrive today. I can't explain my frustration, I'm stuck on a very slow computer right now, and every minute it chokes, it reminds me my broken computer. I'm screaming inside!!

I'm preparing to escalate this after the end of this day. I need help how to do it.

Here is my chat info yesterday.
Dorothy: Hello -----.
Dorothy: Welcome to HP Total Care for Pavilion Notebooks. My name is Dorothy. How may I assist you today?
Me: hi id like to get a status on my notebook repair
Dorothy: Sure, I will help you with this regard.
Me: Order number:
Entry date / time:
02/04/2008 4:48pm PT
Model number:
RP410UA , HP PAVILION NOTEBOOK PC DV2213CL
Serial number:
Dorothy: I understand that you want the status of the notebook at the repair. AM I correct?
Me: yes
Me: am i getting it tomorrow?
Dorothy: Could I have a few minutes of your time while I look at the computer's configuration in my database?
Me: ok
Dorothy: Thank you for your time and patience.
Dorothy: I apologize for the delay.
Dorothy: I see that the deliver date of the notebook is 04/02/2008.
Me: yes
Dorothy: Yes, you will be getting the notebook on tomorrow.
Me: it should be sent by now right?
Dorothy: Unfortunately, we donot have the exact information regarding the shipping however the notebook will at you by 04/02/2008.
Me: so tomorrow
Dorothy: Yes..
Me: you are sure that i will get it?
Dorothy: Yes, I am..
Me: cause i'm going to cancel my flight to SF because of this
Me: i need my computer badly
Dorothy: Sure, I will do my best to send the notebook as soon as possible at your mailing address.
Dorothy: I can understand your concern.
Me: i'll hold your word and HP on that. thanks
Dorothy: Sure..
Dorothy: Is there anything else I can assist you with today?

 

ubatz - Just got my laptop back from repairs a couple of days early. Cosmetically it's perfectly fine.

I kept the easy peel plastic on the lid, had an extra one and covered all around inside the keyboard (but not the keyboard itself). Got a page that says the LCD cable was fixed.

The rubber circles at the bottom of the LCD panel are pushed in at an odd angle but I'm afraid if I try to move them back, they're going to pop backward and disappear altogether behind the LCD.

I did order my Vostro last night and changed my sig file a few minutes ago to remove the DV9700T from it.

I haven't turned it on yet. Mixed emotions. Ah well.

 

I just got a call from HP... and guess what? they are delaying it for two weeks. It's no surprise to me, the reps lie their way out of a call. That call was just yesterday. I am escalating. I need help.

 

after being on my cellphone for exactly 1hr 37mins. I finally got the case manager send me a replacement. I requested for a confirmation email, he said he can't give me one. I don't wanna wait 2 weeks and get my old one, will this be a possibility?

 

I own two dv2000 Vista laptops (exact model is dv2416us). They are not even 4 months old. Both are broken and have been back to HP multiple times. HP would not use the word "recall" but these products are defective for sure.

First, hard drive failure (1 month to replace). Then mother board failure - still waiting to get it back from HP (1 month and counting). Then heat issues (runs way too hot). Then the second one had a motherboard failure (will not boot). I sent it back, within one day (happened to be April fools day) they returned it and had done nothing to it (it was still broken - no boot). Tech support said - oh we fixed it. Not. So, its going back again. I will be without 2 computers....for how long, we will see.

I regret the day I thought I was getting a good deal buying these laptops.

 

I got my case manager to send me an email that lists the specs for my replacement but it doesn't exactly state it is a replacement for my broken unit (a ZD7000).

I am SO glad I printed out my info from the order checking website because my Customer Service Order (CSO) number now comes up as invalid.

Apparently, they are sending my unit to the scrapheap or to be refurbished (thus its repair number is no longer valid), but I would have no record of my laptop without the website printout and the email.

 

I don't know why HP told me there was a recall on the phone, it is a one year extension of the warranty as someone said previously. I'm so glad I found out about the warranty because this computer has been a lemon since the day I received it. I was going to wait until the thing fried itself and toss it. Now I can get a replacement, sell it and be rid of HP forever.
I sent mine into HP today but I don't believe there is any hope for a repair, too many serious things wrong with this notebook.
Hey rtrdogs, did you power it on yet? Please let us know how your repair turned out. I'm also looking at the Vostro, very close to ordering it.

 

Yep. My experience exactly. HP agreed to replace my DVD drive on 2 February under my 3 yr warranty. Then they just kept extending the delivery dates every two weeks.

Last week, after raising kane and discussing breach of contract the Case Manager told me to purchase one and send them the receipt. I promptly jumped online with HP Parts Sales, found the drive in stock and ordered it. Amazing. Now we'll see how much trouble it is to get reimbursed as the Case Manager promised.

Seems time to contact JD Powers and tell them the service performance rating they gave HP a couple years ago is woefully outdated. On the other hand, its all you got. Simply breaking a screen can cost more than the 3 Yr Svc Agrmt so it makes sense to have it anyway. Just expect to wrestle a lot and to be without your computer when service is necessary.

 

Hello,

I have 2 x dv9000, 1 x dv2000 & 1 x dv 6000.
The last two were dead from exact same symptoms. No display/ no boot.
The dead ones are out of warranty. I was given a quote for Rs. 16,000/- in India i.e. around $400! Then I came to know of the recall/one time warranty, through another forum. I logged a case with HP US customer service, since I bought all of them in US. I got a prompt reply saying both the models qualify for recall/one time warranty. I took these e-mails to the local HP service center. I checked my dv2000 in on saturday (working day for some offices in India) and got it back repaired on Wednesday. I have been working for a week now without a problem.
It was not easy though. I had to GET it done. It took a lot of patience.
Its now one done, one to go. The other is with my brother in another town. The HP service center there is giving him a bad time. I hope all goes well there too.
Will keep you all posted.

Regards,

Ravindra.
India.

 

I got better specs too.

Additionally. I got the same page when accessing my repair info. I also got copies. It seems that they are really going to replace the laptop. Given their job nature, they might be commitment-averse, hence the lack of email confirmation.

 

I have sent in my laptop three times already for repair...how did yall get the case manager to give you guys a replacement...i have heard about the three strike rule but is it real?

 

I kindly told the rep that the second delay is unacceptable and I'd like to talk to the case manager. The rep transferred to the call the supervisor and the supervisor forwarded me to what seems like a north america based case manager.

My broken notebook has the same specs you have. I think you have a good case for replacement given the number of times you sent it back.

 

Yeah...today I decided to just skip technical support all together and call Hp Executive Relations and within 30 minutes I had my call transfered to a case manager who ordered me a new laptop...I was so happy

 

Hello fellow residents of HP lap top purgatory,

I have had the same issues with the dv2000. The thing went down in February and I spent all night on the phone with some very helpful people in India who had me take the hard drive out and the RAM out and at the end told me "we are not sure what it is but you'll have to send it in."

I was dubious about this as well so I paid $86 to a local repair shop to find out that it was the motherboard. So it seemed to make sense to send it in.

Here it is April 10 and the next delivery date is April 15, which is at least the 4th delay. I am on hold right now and I have demanded the fixed computer, a check for the purchase price or a new unit by close of business on April 15.

If I don't get that I am filing a complaint with our state Attorney General's office. I love the idea of a class action on this one. I have already, because of business needs, had to move on to another computer. Something needs to be done to sting HP. Otherwise the things just sit on shelf during their "parts shortage."

Any lawyers out there?

 

I own a DV9000 Laptop

Wireless Network Connection Status:
IPv4 Connectivity - Internet
IPv6 Connectivity - Limited
Speed - 54.0 Mbps
Signal Quality - Good

Bandwidth Test:
81.18kilobits per second
9.91kilobytes per second
206.255seconds

Internet:
Download: 98 - 116 kb/s (Used to be about 5000 kb/s)
Upload: 93 - 117 kb/s (Used to be about 5000 kb/s)

Core 1: 131 F
Core 2: 130 F

Does it sound like I have the same problem or could it just be I need to download a patch? I updated my laptop with all updates from Vista and HP so I do know why this is happening. I was watching LOST online for about a month and then it craps out without any warning.

 

I just received my dv9000 back from repair for the overheating and wireless problem. The repair checklist states that HP replaced the motherboard and screen bezel. The notebook came back to me in 6 days in the same condition as I sent it, no damage, greasy fingerprints, scratches or even dust. I used the notebook all day and it seems to be repaired. The wireless now works perfectly, the computer has stopped overheating, the keyboard has stopped malfunctioning, the battery holds a charge for about 1 1/2 hours, pre-repair it was about 10 minutes and all the other problems I was having seem to be gone. The HD temp has been a steady 41C to 45C, this unit has never run at that low a temp. I'll have to use the computer more to confirm it was a successful repair. If it really is fixed I'm selling this baby pronto.
HP put a shocking amount of bloatware into the computer and, of course, I lost all my data.

 

Call the number on the warranty enhancement page instead of calling the general tech support section. I was on the phone for 10 minutes and they only asked for a driver reinstall before setting up the replacement, box arrived the next day and I had the laptop back 6 days later when i sent mine in for this problem in february.

 

yeah....hp is backlogged right now with repairs so its taking upwards to a month because motherboards are on backorder

 

They did say the same thing when I sent mine in but it came back fast, but yeah my post might have been misleading due to the current shortage. Reading this forum it seems alot of people are thinking the shortage due to this problem is common with other problems though and I just wanted to give my side of it. It probably also helped that I had 2 current HP laptops and could confirm it wasn't the wifi card because it worked fine in the other one, they started on the whole runaround with it being that at the beginning. My problems only started after upgrading to the F.3D bios, wifi died a few weeks later. I kind of wish it will die again, with my visa warranty extension I can get a full cash refund if I have to send it in for repairs 3 times ever :

 

I just got my upgraded replacement and it came directly from Wistron China. Took 7 business days, better than the promised 10. I'm happy with what I got and would recommend HP. Just as long as you skip the first level support. Hope everything goes as well on everyone.

 

I'm updating my earlier post on my repair status. I had 2 DV2000s in for repair. One has come back. Still has a weird issue where it won't boot (has the blue lights but no screen) unless I unplug the power cord, turn it on with the battery only, then plug back in the power cord. Since it is only a few months old, when I get my other one back, I'll send this one back.

Support called me to tell me that the other one (already on its 3rd repair) will be delayed another 2 weeks. I would rather have my money back than deal with these HPs.

How do I work my way up the food chain to get someone who can really solve these issues?

 

FYI - For those who are interested, here is the Enhancement Email I got from HP (even though HP had both my computers in for repair at the time they sent the email).

******************************************************************
URGENT SUPPORT NOTIFICATION FROM HP
******************************************************************

HP recently released a required new BIOS, version F.39, for certain
HP Pavilion dv2000 and Compaq Presario V3000 series notebook PCs.
To obtain important information about this new BIOS release, please
visit the web site link at the bottom of this email.

HP Limited Warranty Service Enhancement

HP has announced a service enhancement program for certain
HP Pavilion dv2000, and Compaq Presario V3000 series notebook PCs.
You may be entitled to a free repair.

HP records show that you have registered one of these products.
If you do own one of these products, HP suggests that you visit the
web site below for additional details.

http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=us&dlc=en&docname=c01087277

 

Hmmm

I have three DV series, a 6500 CTO, 9500CTO and a 9700CTO
all with Intel(R) Wireless WiFi Link 4965AGN yet I have never been able
to get the "N" to work. Is this related?? Aside from that, all three have been flawless.

 

do you have a wireless "n" router?

 

Yep.

Well I sat down today and googled this issue, turns out 'N needs WPA security settings. Once I enabled that over WEP, 54mbps became 160, not to shabby!

 

Just to update on my "service enhancement repair" of my dv2000. Oh, I can't update you because it has been almost 2 months and HP has not yet repaired and sent back the laptop. Every two weeks to the day, I get a call that it will be another 2 weeks before it is repaired. I have tried to "escalate" to a case manager. We'll see what that gets me. Unfortunately, I want my hard drive back, otherwise I would tell them to send me a new one!.

 

This is bad news for me too. I sent mine 4/19 & just got a call today delaying it to 5/31. They told me the same thing about the "escalate". They also told me all dv2000's have been recalled for a motherboard problem.

 

I got upgraded to a case mgr who should call in the next 24-72 business hours. What really gripes me is that the "service enhancement" comes with a warranty & I opted for the 1 yr extended warranty for $160 not knowing that. That warranty doesn't start until 5/19, & they are balking about a refund.

Hmm - I sent my laptop in after having it for only 6 months, then it died & they've had it since 4/19, now they are balking at refunding my money for the ext warranty or getting my repaired laptop back to me right away - I'm quickly losing my confidence in HP products.

 

I feel your pain. They always balk about everything, just be persistent. When I first sent my factory defective notebook to them they said they wouldn't give me a refund because I used the computer for 3 months. Then they said I was 20% into my warranty so they were not obligated to give me a replacement, total crapola. They will tell you all kinds of nonsense, don't get aggravated, call and email them everyday and demand your repaired notebook back or a replacement pronto. It usually says in the warranty that they are only entitled to give you a replacement and not a refund, check your warranty.
Those of you wating over 2 months file a claim with the Better Business Bureau online. Yes, the 3 strike law is real, 3 non-repairs equals new replacement, it is Magnuson Moss Warranty Law. Hope you all backed up all your data, HP usually always re-images the hard drive back to factory condition. Good luck everyone

 

Guess I'll have to eat my words, at least about them calling. I am off work today, & within 3 hours Brian from HP called.

Everyone's case is different, so I won't elaborate much - my "new" laptop should be here in 7-10 days.

 

Hey, good for you, maybe HP is trying to improve their customer service.

 

This thread is actually what helped me. I called in with a dead laptop, 54 days out of warranty, & was told my laptop qualified for the service enhancement.

When I started reading this thread I had no hope of a decently quick repair, that's why I called during business hours. I think part of the remedy is knowing to request a case mgr instead of the off shore help from the first line reps.

Once I got past the 1st line reps to north american help, I didn't become rude, I just stated my case, and wanted to know if the part was finally available or not. The case mgr called within approx 3 hrs of my call.

Their rep offered the new replacement, I didn't ask for it. He even offered to send back my laptop so I could recover the hard drive before sending to recyling; I would have liked this, but thought it would have held up the delivery of a working laptop. He said he couldn't give me the $160 ext warranty refund, but getting a laptop than is an upgrade from the one I had was more than sufficient to remedy my situation.

Although I would have been just as happy receiving my original laptop in a timely manner, I think HP handled this in a manner that will retain me as a continued customer, as my experiences with them before this have been very timely & professional.

 

Always good to hear a success story and especially good news to hear HP is stepping up to the plate and doing what is right by their customers. What did they give you as your replacement?

 

I had a dv2210 & they are replacing it with a new 2700t. Hoping no similar problems develop with this model.

 

Instead of the case manager calling me back as promised (see all my previous posts), my DV2000 arrived today (about 10 days earlier than promised - but it still took 8 weeks). The letter says they replaced the hard drive, motherboard, and loaded the OS. First, I am upset that they replaced the HD. It was already the 2nd new HD, less than a few weeks old from a previous "slow" HP repair (and I needed some of the data on it). But what is worse, the laptop still does not work -- it does not boot. I got back on the phone with HP (India). We are currently doing the 78 minute HD test and then I am to call them back. I told them after this test I will ONLY speak to a case manager. I will be amazed if we get this thing to work. I always call during business hours but I never get US support.

I have 2 of these computers. But my teenage son has already given up on his DV2000 after his troubles with HP (he now uses a Mac with Windows XP Bootcamp).

If I could trade in these two DV2000s and get one good working computer - that would make my day. These computers have now been under service for more time than I have owned them. Good thing I kept my two old Sony Vaios. (never had a problem with them -- I was just ready to get something new and expected more out of HP).

 

Hey. I just got done reading all 5 pages, and I noticed that most of you guys have a network issue. For me, my laptop tends to shut off by itself, without giving any errors or warnings. This happens mostly when I play games; but sometimes when it does shuts off, it doesnt feel hot at all. When I ordered my laptop, I ordered a Dv2000t but on the underside of it, it says its a Dv2100. Would I be able to send in my laptop for a replacement, given that I talk to the case manager?

 

I'd check the HP link earlier in this thread, it actually gives the serial # breakdown. I don't think you can just send it in at 1st for a replacement, but if they don't get parts, several weeks down the line it's a good possibility. I forget my exact model, but I think it was a 2210.

 

I received my dv2700, & am so far impressed. With the intel proc, it doesn't get near as hot as with my old one that had the turion. I can watch joost full screen & everything. HP came through for me, thanks.

 

Hi,

I recently sent in an DV6000 for the second time b/c of this issue. First the wireless wouldnt work so I sent it in and they covered it with the "enhancement warranty" and replaced the motherboard. Got it back and within a few a weeks the laptop died completely. It wouldnt turn on but the blue light where the adapter plugs in was lit. I then called them again and told them the situation and the woman put me thru the same runaround I went thru before when I called the last time (do this do that, have ya installed anything weird lately? blah blah) I told her it was the motherboard (which they should know by now) and she said for me to send it and they would replace the motherboard. Got it back again and now some of the blue lights on the multimedia keys dont light up and none of the multimedia keys work. So im expecting it to die again any day now.

I also have a dv2000 laptop that I purchased the same time I bought the dv6000 and I was advised to update the BIOS and ever since then the fan stays on and if I felt like cooking some chicken on it, I could. Now when I turn it off or put in sleep mode and I turn it back on it, it powers up but the screen is blank and it takes me several times of forcing it to power off and turning back on that if I press several of the keys finally makes it boot back up. From what I can tell/hear is that the hard drive is stuck cause it clicks when I first turn it on but once its on I dont hear the harddrive moving and/or blinking showing that its working. Its about to be out of warranty in Feb. and im about sick of dealing with HP. Anyone got any ideas on how to resolve this with HP? I have two defective products and Ive already been thru enough with the first one with waiting to get it, having to back up my data...is it even worth all this to send it and and wait even more only to get another defective motherboard put back in.

ahhh..lol

 

I'm on my second motherboard with my dv9000 and expecting to send it back for a third, same exact experience you had. I also have another HP computer that was a lemon from the start. Both computers are under warranty and yes you should keep sending it in for repair. I bought myself a Dell Vostro so I don't have the problem of being without a computer and loosing all my data. I use the HP notebooks all the time and I can tell they will both be going back. Don't let HP support upset you, it's just a game they play with all customers. I keep sending my HP notebooks in for repair because they get 3 attempts at repair and then they must replace the notebook. This is warranty and lemon law, plenty of info on the internet and on these boards about it. They will give you a new notebook and then you can sell it and get a better brand. Good luck.

 

dv6000 owner here with the same wireless problem. i would like to get the wireless fixed, but i don't want to have the laptop sent in for repairs indefinitely, since i use it regularly and it is the only computer i have access to for now. however, i would like to get it fixed eventually, so should i try my luck with the "free" repairs? (the horror stories about further damages and absurd waiting times are working pretty well as deterrents) or should i just contact a case manager and hope for a replacement, since that seems to work for some people?

 

homiss,
unfortunately, case managers dont give you replacements until you've had to either sent your computer in 3x for services or if you already sent it in but the delivery date (back to you) has been delayed 3x. I'm not even sure if you can get a case manager without sending the computer into "regular" tech first, though I'm sure you can lie and hope they don't check. I had been without my dv2000 for more than a month before I got a replacement. my guess is you're gonna hvae to go to HP maybe you can go to best buy or wherever you got it and see if they're Hp certified or whatnot, but i hear best buy/etc sends it back to HP anyway... best of luck