dv9000 Video Problems and HP Repair

I've had a dv9230 for about a year and a half. It's an Intel Core 2 Duo with an nVidia GeForce 7600 Go card. For the past few months I noticed that it was overheating a lot but after doing some reading it seemed normal among other users. However, a few days ago when I was using it, the screen suddenly became scrambled and blue lines started appearing all over the screen. The screen went blank and the computer locked up. After turning it off and back on, there was no video at all, the screen is completely blank. The backlight is on though and the hard drive is running fine. It appears to be an issue with the video card. After doing some research I found out about the nVidia issues and the Limited Service Warranty from HP ( http://h10025.www1.hp.com/ewfrf/wc/...7&lc=en&cc=us&dlc=en&product=1842189&lang=en). However my product number isn't listed! I used the HP chat and was told that since my product isn't covered by this warranty, that I would have to pay for it to be repaired. I asked to have the case escalated and am now awaiting a call from a Case Manager.

I feel that my laptop should be repaired for free given the symptoms and known defects. Is anyone else in a similar situation? Have you been able to get your laptop repaired for free even if your product isn't listed?

 

that really sucks... nvidia is really not making many friends right now...

I luckly bought an ATi GPU.

 

I could have wrote this exact post! LOL HP repaired my DV9000 2 weeks ago after an escalation. I appreciated that.

the replacement failed yesterday. Same failure. HP will repair again. I appreciate that too

I'm going to repair then sell it and buy another HP with an ATI card

 

Looks like the problem really is widespread! Sorry to hear that you need it replaced again.

I got a call back from my Case Manager pretty quickly and he set up the repair order (free of charge) with no hassles. So far so good; now I have to wait for the box and backup my data. Though after reading some posts I'm really afraid that it will just fail again after repair...

 

Since the replacement dv9000 failed you should be entitled to get the new DV7t as a replacement notebook.

 

ERM NOO! Way wrong King lol

You're not entitled to a replacement. Technically, he would have to go through the original three strike rule or provide a big reason on how it could be justified. I understand it was only two weeks later, but it would need to be repaired. If it was sent in three times with no luck, then HP can consider him for a replacement. They aren't required to do so though.

 

Yeah Infamous is definately right about that lol my mistake

You have go through the three strike rule for a replacement. I know that HP does have crappy Customer Service because all of the HP repair horror stories on this forum. Just hope that HP dont fail on the next repair

 

Well look on the bright side. Three bad repairs = new top of the line notebook.

 

I did not know about the 3 strike rule. I might hold on to it then since this particular problem supposedly adds 1 year to the warranty.

Other than this, I love the computer.

 

Hello,

I am facing the same problem. The symptoms are exactly te same.
I bought the dv9207us in US and now I am in India. Big worry is if customer service in India agree to repair it for free.
Will HP US send me a box here in India from the US?
My dv2000 (twice) and dv6000 (once) had its mobo replaced under enhanced warranty. Does this mean I become eligible for a 'special' three strike?

Please pray for 'YES' answers for both my above questions.

Is there a provision to upgrade for some price difference through HP?

Regards,

Ravindra.

 

Unfortunately, you would have to have the notebook shipped from a United States address in order to have it repaired and/or replaced.

 

My card went out on my DV9000T CTO. I am so glad I purchased at Costco. It will be repaired under the concierge service.

 

Hello,

Looks like the problems on dv9000t have started surfacing in a big way. HP is delaying repairs. I hope that they will repair/ replace all the faulty laptops. The only worry part is that after repair the warranty is for 3 months only. After that you are on your own.

I hope I am wrong though.

Regards,

Ravindra.

 

HP warrants the repairs done through their service center for 90 days or three months.

 

I thought for the Nvidia chip problem the warranty was extended to 2 years from purchase?

 

Yes, that is right. But once it is repaired, and it fails after 91 days, then waht do we do?

Regards,

Ravindra.

 

we pay for a repair

 

Do you have any source for that? I have the same problem, but my laptop is not on the free repair page.

 

Mine wasn't on the repair page either. I used the online chat to ask about it and was told I had to pay, so I asked for a case manager. My case manager called me soon that day and told me that my laptop would be covered even though its not on the page. He said something about the page not being updated to include all the models. So you should be covered by it if you talk to a case manager.

My laptop will be coming back tomorrow

 

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


Service enhancements and free shipping

*
Free shipping
If your notebook needs to be returned to HP for repair, the shipping costs are free. HP will immediately send you a postage paid container in which to send in your computer, and we will pay the return shipping.
*
Post-service warranty
After HP repairs your notebook, you will continue to be covered by the HP Limited Warranty Service Enhancement program for 24 months after the start of your original standard limited warranty, or 90 days after receiving your free repair, whichever is later.

 

danza7, do you have the same dv9000 or another model? i'm asking since you said that the case manager told you that although your model is not mentioned in that page, it's still covered...

 

im assuming he meant "product number" because he might have the series but not all product numbers are listed

 

My product number isn't on the page, but after a few friendly chats back and forth, it has been covered since then.

Generically I fit--DV9000 Go7600 and black screen on bootup. Just not listed in the product number page

 

Well I don't have *exactly* the same symptom as on the HP page. There are still things appearing on my screen (I have some strange lines on the screen on statup), but I'm pretty sure it's a graphic chip problem.
What exactly is a "case manager"? I live in Germany so I'm not sure if that exists here.

Thanks,

Legolas 24

 

I have a similar problem with my dv9220us laptop. It booted up yesterday into a weird blotchy image that gradually turned into a black screen with colored lines down it. I unplugged the computer and took the battery out and left it overnight. On start up this morning the screen worked and windows tried unsuccessfully to recover.
I was able to get some files off the computer in safe mode.
Now it boots to the same weird blotchy image amd then goes back to black.
I think HP sets a slow self destruct sequence to begin at 12 months and 1 day.
Did HP ever resolve this issue for you?

 

Hello,

I raised a ticket with HP. They said a case manager would call me. It has been over a week but no one has called. I e-mailed them again. They said a case manager is already working on it and would soon contact me.

I don't know what to make of this.

Will update....

Regards,

Ravindra.

 

you should really get a hold of them, i mean does it really take a week?

 

I received my laptop back on 9/2 and it seems to be running ok. They replaced the motherboard and also the LCD cover and bezel for some reason.

 

I escalated to the manager and he called me back today saying that because my dv9000 was not on the list he couldn't help me. My contention is that if the parts are exactly the same and experience the same defect who cares what the number says.
The manager said that the problem did not exist before or after the product numbers on the recall list which is an absolute crock. I asked him where he got that info and he told me he asked someone else in the office(that didn't inspire any confidence in me!).
He couldn't give me any details of the so called "timeframe" when the dv2000 / dv6000 / dv9000 were "bad".
HP does not want people to know that this is a hugely widespread problem with dv2000 / dv6000 / DV9000 notebooks.
Should a well cared for laptop be rendered completely useless after 1.5 yrs.
HP knows about this issue but they don't want to lose money by "opening up the can of worms" to other product numbers that have the same component mix.
Does anyone know how to talk to someone above the Case Manager at HP?

 

I have a dv9000t and don't experience a video issue but I already made a topic about a similar issue but it's the hinge that broke. This is really rediculous. When I first got this it was one of the best reviewed notebooks at the time as was one reason I decided to get it now years later after warenty it's like it designed to screw up by then.

 

Hello,

After 14+ days, there is no Case manager call/ assigned. I wonder what's going on. I am in India and have told HP that I will send my laptop to the US and arrange it to be picked up from US. I have also given them a US call back no. and told them that I will be conferenced with the case manager.

Is the fact that I am 'remote' that HP is taking advantage of my situation?

Is there a no. that I can call HP and ask an update to my ticket#?

I wish there was a provision that HP refund my money or give me a replacement if they cannot solve my problem in a definate time.

Regards,

Ravindra.

 

I haven't talked to them again yet, as I'am angry about having to pay 4-500€ to repair a notebook which was really expensive and only worked 1.5 years. I fear that it will be broken again in 1-2 years if I repair it. They also told me that they needed to have the HDDs included, which is complety unnecessary if they have to change the mainboard. I don't have enough backup space and don't want to give my private things away.
I'm really angry about HP for selling such a crap. I was really happy when buying it, as it has great specs, but I wanted to work on it for at least 4-5 years and not just 3 months more than the garantee period.

 

I just wanted to post a fix I found for my DV9000t and see if this will help you guys out. I can't remember if it was here that I read it or another forum somewhere else but I wanted to post it here for others to read as well and I am taking no credit for this fix just passing it on.

I read a forum where this guy was having the same issues as me the video was screwing up real bad (Mine had a black screen with color lines everywhere etc etc... but plug it into a monitor and you could see) anyways I noticed when I played around with the drivers I could get it to come back on occasion but never could get it to be stable. So what I read that this guy did was he put his orignal restore discs in from HP that came with his notebook and he had reported that it was stable and he hasn't had problems since. I don't know if its a older driver or if it was a update that was screwing things up but I know we had similar issues and we had both torn them apart and replaced the thermal grease on the cpu and video. I have the DV9000t CTO with the 512mb 7600 go. So far running stable and happy again, ran a benchmark and it ran all the way through it to with no screw ups (would freeze or the video would screw up again). Anyways goodluck everyone and yes I know hp support sucks lol been there done that and I believe this is the last hp computer I'll buy. I thought it was dead so I bought a Sager NP5793 =) it was suggested to me in the forums when I asked and I've been loving it since.

 

That sounds interesting, and the support told me to try this. However I haven't done that (don't they always tell you to reinstall, whatever the problem is?) and sent it for repair, where they changed the mainboard. If the problem can be solved by reinstalling, then why didn't the problem disappear when I removed the harddrives? With the new mainboard and the harddisks build in again it worked, so the problem must have been the mainboard.

Sadly, the new board broke also, not even 2 months after the repair.

 

Don't make assumption that a replaced board is new.
The terrible truth behind the scene is that a replaced board is an identical defective board as your old one. If you're lucky, it's new; however, it's an used one most of the time, even an used one that has been repaired 2 or 3 times. They recycle bad motherboads until they're unrepairable. The same truth applies to other parts.

You're lucky or not depending on whatever available parts in stock at a service center who has a contract with HP.

 

How do you get HP to help you with this defective laptop?

I have an HP Pavillion dv9260nr ( dv9000 series ) and the same problem happened with mine has with all of yours...

The screen shows blotches of white and grey, and sometimes lines through it.

I have spoken with an HP case manager and she said HP would not fix it unless I paid $500 or so.

She even told me to get over it because laptops aren't supposed to last that long anyway.

Wow.

Since so many people are talking about the same problem (and who knows how many aren't speaking up), this is obviously a defective product.

My experience with HP has been absolute crap.

What gives, HP?

Anyone have any tips for me?

 

Write a letter to Mark Hurd. The links are here somewhere. Do a search here. Also try hplies.com. There are many people out there who have suffered the same problem as yours.

 

I had an old HP Pavillion dv9335nr that caught on fire and died on me with the same problems as most posters in this thread a while back around 2008 Christmas. Being impatient, I bought an Acer Aspire 6930G and appreciate it far more than the HP (except now i have another nVidia card, 9600m GS, instead of an ATI). Around January, I called HP and made a reference to knowing that mine wasn't the only problem and I did research online ahead of time and he took off the $300 price tag for some reason and gave me free repairs. I didn't have to talk to a case manager even though mine wasn't covered. I still keep the HP around but I've noticed ridiculous heat problems. When I got it back, I ran Orthos since I stopped caring and found that my CPU went up to 98C on full load and my GPU ran 76C idle which was enough to kill it again if I tried gaming. I undervolted it, cleaned it out, and propped it up and I got the CPU down to 58C on full load. The GPU went down to 69C idle. I know the main problem of the laptop video card dying is the heat. Has anyone managed to get any significant result from reapplying paste? I want to keep this laptop alive for some time to make me feel better that I spent $1500 on this and I'm considering getting those MetalPads from Coolaboratory to replace whatever is used right now on the GPU.