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Joaquin Agatiello
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I started this thread for everyone who is having problems with their laptops because of these NVIDIA defective GPUs, may post here...and PLEASE...when post indicate laptop model, CPU type (Intel or AMD) and GPU model...
In my case is a Pavilion dv8320ca (bought two years ago) with an Intel CPU and a GeForce Go 7600 GPU that started to fail in mid-July this year...
PLEASE...DON'T GIVE UP ON THIS...WE ALL HAVE THE RIGHT TO GET OUR LAPTOPS REPAIRED OR REPLACED ABSOLUTELY FREE OF CHARGE BECAUSE OF THESE DEFECTIVE CHIPS THAT SCREWED UP OUR LAPTOPS...
And PLEASE HP...start showing your so-called 'TOTAL CARE' to CUSTOMERS...So far is like if you DON'T CARE AT ALL...
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Note: If you are the author of this question and wish to assign points to any of the answers, please login first.For more information on assigning points ,click
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Sort Answers By:
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Andrew Corea
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Oct 2, 2008 05:30:26 GMT
Unassigned
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EZ345AV or RD868AV
Hp Pavilion CTO dv9000 (9200)
I don't think they will listen..
:( |
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Carlos celaya
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Oct 2, 2008 05:38:29 GMT
Unassigned
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same here...
dv9335nr
go7600 gpu, intel chipset |
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Rosti Bagorio
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Oct 2, 2008 07:19:48 GMT
Unassigned
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Ordered on: August 11, 2007
Problem started: September 9,2008
Product #: RX942AV
CPU: Intel
GPU: NVidia GeForce Go 7400 |
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glenmike
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Oct 2, 2008 13:45:41 GMT
Unassigned
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Mine was purchased 4/17/007 and went out 8/8/08 Model dv9260us RP243UA CNF7110KQV and not covered by the recall. $2500.00 was stolen from me by HP & Nvidia. No different then getting robbed by gunpoint. |
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Andrew Corea
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Oct 4, 2008 00:36:22 GMT
Unassigned
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i lost $1347..
i feel sorry for you, Mike |
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tigere
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Oct 4, 2008 02:41:37 GMT
Unassigned
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9205us AMD/2 RP115UA#ABA Nv 6150 On board - begining to fail ...and at "rest" have to turn off and restart sometimes 2/3 times before monitor visible - screen laced with red hue ... and experienced a "driver" failure repaired by system couldn't get the id .. but yeah - HP slipped us a big one ... especially with Vista and just barely capable configurations - mine can't exceed video rating of 3 - rendering the unit useless except for solitaire/ freecell and an occasional dvd .. |
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Cheryl G.
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Oct 4, 2008 05:23:42 GMT
Unassigned
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tigere
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Oct 6, 2008 16:10:49 GMT
Unassigned
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CHERYL G.
Your machine is covered under the Warranty Service Enhancement:
http://tinyurl.com/2jxruy
Thank you for the heads up ... have gone to site and dl'd chipset, bios, vga drivers -
unfortunately the problems persist ...
should I then call HP?
TIA
Tigere |
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Felix Ortiz
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Oct 7, 2008 09:33:20 GMT
Unassigned
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Model: dv9235nr
P/N:RP245UA
Cpu: Intel Centrio Duo
GPU: Geforce Go 7600
Bought: Feb, 2007
Died: July 2008
RIP |
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SwEngr
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Oct 7, 2008 12:16:58 GMT
Unassigned
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My Model: dv9339us P/N: RV121UA#ABA
Bought new from Circuit City May 2007 for ~$1500, 14 months later I have worthless unusable HP junk of a notebook.
Vertical lines even in BIOS screens, GPFs everytime, clearly a defective nVidia 7600 Go chipset.
HP's answer: tough luck, your 1 yr. warranty ran out, it's not our problem. |
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Ryan Schultz
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Oct 7, 2008 16:27:51 GMT
Unassigned
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P/N: EZ345AV or RD868#ABA
CPU: Intel
GPU: Nvidia GeForce Go 7600 |
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inquisitive luke
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Oct 7, 2008 16:48:50 GMT
Unassigned
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First of all, I have been a loyal HP customer for quite some time, even convincing some friends and family to buy them. This could change things if I can't get this taken care of, and HP stands to lose more money through customer disillusionment by not fixing peoples legitimate issues than by taking the small hit and repairing a faulty system.
Far from a rare problem- my laptop (dv9500) died yesterday, and wouldn't you know it, the warranty expired literally 2 weeks ago. After checking around, it is most definitely nVidia graphics and/or motherboard related. I called up support yesterday and was told the warranty has expired, so no luck for me.
After doing much more research today though, I am going to fight back. This is ridiculous, as the "Limited Warranty Service Enhancement Program", shown on the link above, does not even list my part number (dv9500) or (RL653AV), which is completely foolish because my my model is obviously very closely related to the dv9000 series that is covered (it even says "dv9000" on the front corner of the monitor frame), and it does have the faulty nVidia chipset (8600) that most likely caused this motherboard failure. There is no way that I am going to allow my laptop that I paid $1500+ just over a year ago become useless.
Please HP, include ALL models involved!!!! |
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Carlos celaya
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Oct 7, 2008 17:37:17 GMT
Unassigned
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try contacting a supervisor, then a case manager... or an HP executive. Don't waste your time talking to the "regular" customer service. |
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Lance Waidzunas
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Oct 7, 2008 19:32:08 GMT
Unassigned
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I have a dv9335nr, Core 2 Duo, GeForce GO 7600, p/n RV116UA, paid $1,499 USD.
Purchased April 2007, problems started February-March 2008, completely dead August 2008.
Escalated to Case Manager, lied to, abused, and hung up on by Case Manager. Contacted HP Executive Support, spoke with Anne (VERY nice and helpful). Assigned a new case manager, yet to talk to him, I don't expect anything else.
nVidia acknowledges problems here:
http://www.engadget.com/2008/07/02/nvidia-says-significant-quantities-of-laptop-gpus-are-defectiv/
nVidia clearly states there is a problem. This is an official document filed through the SEC, and HP can no longer deny there is a problem. The next time I speak to them (which should be this evening) I will quote this word for word, and hope they don't lie to me again and say there isn't a known problem, when there it is in black and white. |
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Lance Waidzunas
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Oct 7, 2008 20:18:02 GMT
Unassigned
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virtual-bilbao
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Oct 7, 2008 21:13:17 GMT
Unassigned
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I have the same problem.
Here's my info
serial#-CNF7191YLY
Product#-RF312AV#ABA
P/N- EZ345AV
Service ID- 17135
System info reports Intel CPU T7200 2.0GHz
64 bit CPU
Nvidia Ge Force 7600
It came with F.16 Bios
We should all be covered under the extended warranty. |
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Vasu Kulkarni
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Oct 7, 2008 22:53:10 GMT
Unassigned
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I also have the defective Nvidia GPU ...
Model : DV9335NR
Graphics : Nvidia 7600 GO chip
Problem : Complete blank screen after boot
Occurance: 1 Year 1 Month after purchase
Thanks for starting the right thread.. Please post your laptop Model, Graphics Chip and Problem in this thread |
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inquisitive luke
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Oct 7, 2008 23:42:50 GMT
Unassigned
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GOOD POST...Also check out the thread entitled "GPU issue" - also has good info. Please post there as well after reading through. Maybe if enough customers go relatively insane together, HP will finally find out we're serious...hmmmm..maybe..
Just for good measure, here is my DEAD Pavilion model info:
-HP Pavilion dv9500t CTO NB (model according to what is listed on my original invoice)
-HP Pavilion dv9000 (upper right of my monitor frame)
-HP Pavilion dv9500 (on service tag)
-S/N: CNF7376T78 (on service tag)
-P/N: RL653AV (on service tag) |
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Andrew Corea
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Oct 8, 2008 00:03:17 GMT
Unassigned
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i'm backing you guys 100%
p/n ez345av
p/n rd868av
neither are on the list.
just got yelled at by customer support that essentially told me my model will never be repaired and my complaints would never be listened to.. |
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Rehan Mohammed
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Oct 8, 2008 14:41:49 GMT
Unassigned
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I've got a dv9339us with an Intel CPU and Nvidia GeForce Go 7600 P/N: RV121UA#ABA.
Bought new from a Circuit City in NJ June 2007 and I believe I'm having the same problem, which started a few months ago.
There are vertical green-checkered lines when an external monitor is connected, but "HP Invent" logo isnt seen to access BIOS and Windows doesn't startup. |
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Edison Lopez
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Oct 8, 2008 15:20:58 GMT
Unassigned
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I have thew same problem. Here is my info:
HP Pavilon Model dv9000 -- RD868AV#ABA
Bios Version F.16
s/n CNF7170QVZ
p/n EZ345AV
Warranty -- 1 year
Bought April 2007
I see white or green vertical lines, when I connect an external monitor to the laptop. I was asking HP to tell me how much would the repair cost? just to tell me that they made me pay $49.99 for a per incident report. They made me take the hard drive and the memory out and put it back on, when I told them that I already did it. I feel robed because I paid $50 for nothing, they told me something that I already knew. Now they want to charge $400 for a repair. I think I should get reimbursed for the $50 and my laptop should be repaired at not cost. Same to other people that have the same problem. |
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SwEngr
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Oct 8, 2008 15:22:02 GMT
Unassigned
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Rehan - I have exactly the same Model & P/N, bought it about a month before you did; failed about the about the same time as yours with exactly the same symptoms!
HP people listen up - nVidia Go 7600 chipset is defective and needs to be recalled! |
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Heather Hill
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Oct 8, 2008 19:22:42 GMT
Unassigned
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HP Pavilion dv9230us
Intel Centrino Duo
NVIDIA Geoforce 7600
p/n RP247UA#ABA
purchased March 2007
Motherboard replaced August 2008
I've been reading and posting for months now on a thread more specific to my model #. It's SO frustrating that there are SO MANY affected computers with the SAME issues/cause and HP isn't taking care of thier customers. It makes me so angry! I've had my motherboard replaced already. Thank goodness I already paid $300 for an extended warranty at Circuit City when I paid $1500.00 for my computer that lasted a whole year and a 1/2. |
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tigere
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Oct 8, 2008 21:01:49 GMT
Unassigned
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Dear Friends
I am at a loss for words in expression of my frustration with my Vista loaded HP laptop ... while we have been proactive enough to come here I am sure there are 1000.s more not even aware od this site nor knowledgeable enough to understand what to do ... were it not Joaquin A. I was pretty well set to just let it go and poop can this laptop and deal more with HP ... voting with your dollar - so to speak.Tobe honest with you I am completely disgusted with HP and Microsoft ... and am positioning my self to no longer be in a place where I have to depend on either ... |
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Guy Hurst
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Oct 9, 2008 00:14:40 GMT
Unassigned
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Hi
I am new to this site but I have read about this problem with nVIDIA GPU's with interest.
My HP Pavilion dv9030 died exactly on its first 'birthday' (13th January 08). This problem was repeated on 9th August, where the video failed completly and PC emitted 3 bleeps on startup.
I received the lap top back on 2nd September and after one successful startup, failure ensued. This time the screen had vertical detached blue lines, even in the bios screen.
The PC was returned 2 weeks ago, once again with new CPU & GPU, and is so far O.K. but now doing research on this issue I am beginning to learn that high operating temperatures could be a major contributor to the failure of the GeForce Go 7600 GPU. My PC is currently running at 52~62 deg. C and I wonder if even this is still too hot. Other replies state that 70 deg. C is the safe upper limit - how true is this?
As for repair - thankfully I am covered by an extended warrenty programme where repairs are theoretically limitless. However it is a major inconvenience to be without a PC for up to 3 weeks at a time.
Details: HP Pavilion dv 9030 ea
CNF 6474BCR
RE382 EA# ABU
AMD Turion 64x2 mobile technology. |
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Michael Catapano
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Oct 9, 2008 02:38:50 GMT
Unassigned
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Add me to the list --
Mine was outside of the warranty period by 19 days...
No video, no boot, not on the list for enhancement warranty service.
In 18 years of being in the computer repair business I have never seen this type of defective issue dealt w/like this.
dv9535nr
Product Number GA339UA#ABA
Microprocessor 1.5 GHz Intel® Centrino® Duo processor technology featuring Intel® Core ⢠2 Duo processor T5250
Microprocessor Cache 2MB L2 Cache
Memory 2048 MB DDR2 System Memory (2 Dimm)
Memory Max Max supported 2048 MB
Video Graphics NVIDIA GeForce 8600M GS
Video Memory Up to 1023 MB, 256 MB dedicated
Hard Drive 240 GB (5400 RPM) Dual HDD - 120 GB x 2 (SATA)
Multimedia Drive LightScribe Super Multi 8X DVD±R/RW with Double Layer Support
Display 17.0" WXGA+ High-Definition BrightView Widescreen (1440 x 900)
Fax/Modem High speed 56k modem
Network Card Integrated 10/100/1000 Gigabit Ethernet LAN (RJ-45 connector)
Wireless Connectivity Intel® PRO/Wireless 4965AGN Network Connection
Multimedia Features HP Imprint Finish & HP Pavilion WebCam with Integrated Microphone
Sound Altec Lansing |
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Brandon Vachirasudlekha
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Oct 9, 2008 19:01:50 GMT
Unassigned
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Barry Fogel
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Oct 11, 2008 05:50:48 GMT
Unassigned
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Model number:
GN169AV , HP PAVILION NOTEBOOK PC DV2500T
GeoForce 8400
Purchased directly from HP
Mine cooked 16 days after the one year warranty ran out.
When I started having problems, I went to the HP site and went trough all of their fixes.
The problem kept coming back. By the time it died completely, it was 16 days out of warranty.
It was so hot under my left hand I was afraid it would catch on fire.
No stretch, you could cook an egg on it.
Towards the end of it's short life, I extended the periods of usability by changing the power setting to "Power Saver".
But eventually, that didn't help either.
At the end, no video, only vertical lines and boxes. No external video.
Same on Bios boot.
HP said not covered under recall.
They expressed surprise, never heard of it before.
Icing on the cake, over $400 in advance to repair, HP says it will overnight a box to send it back in. 5-9 business days turn around.
The next day I received an email from HP mentioning that their facility was damaged by Hurricane Ike and that customers waiting for a box will not receive one until their facilty resumes operation.
No word on when that will be. They have a backlog of almost a month, but still quote 5-9 days knowing that it may be months until my computer is repaired. |
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Kevin J Jennings
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Oct 11, 2008 15:29:33 GMT
Unassigned
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HP Pavilion dv9260nr
p/n RP250UA#aba
Nvidia GeForce Go 7600
This laptop died 2 months after the warranty expired (seems like a common thing after reading all these posts...). Mine is not on the list for the free repairs, either. I wonder why Nvidia and HP is being so secretive about which chips are affected by overheating issues (due to their faulty manufacturing process with their solder). It seems they figured a change in the bios to alter the way the fan operated was a good enough fix, yet by the number of failures posted, this wasn't good enough.
So how do we make sure they hear all of our complaints? Simply buying another brand isn't going to help our issue here, as they already have our money. |
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Kevin J Jennings
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Oct 11, 2008 15:34:09 GMT
Unassigned
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I forgot to mention that I disassembled my laptop and here is the specifics printed on the Nvidia chip:
U703b884 0713b1
s taiwan
na8646-00p
GF-GO7600-H-N-B1
Hopefully this will help in determining a more specific pattern of failures. |
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tpark
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Oct 11, 2008 16:36:12 GMT
Unassigned
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I have a newer Pavillion. Haven't seen this problem yet.
How do I check what chipset I have to see if I'm in the same group? |
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LEONARD CARLO
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Oct 11, 2008 16:56:24 GMT
Unassigned
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Another problem notebook.
First Failure 15 days out of warranty.
HP Pavilion dv9260nr
p/n RP250UA#aba
Nvidia GeForce Go 7600
Not on the list.
Just adding my name to the growing list in this forum. |
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David Notermann
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Oct 11, 2008 17:15:14 GMT
Unassigned
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Pavillion dv9500
Intel Dual-Core
NVIDIA GeForce 8600m GS
My video card started acting up recently, then yesterday it seemed to cook itself.
Now when I turn on the laptop, all I get is a blank screen. The buttons still seem to do something (ex. Caps and Num Lock turn their respective lights on and off, as does the on-off button for the touch-pad).
Called HP yesterday evening. Aww, too bad, your warranty expired 62 days ago.
Upon reading preceding posts, I'm not the only one to have their system crap-out on them two months out of warranty (although I find it rather suspicious that mine seemed to cook EXACTLY two months after the warranty expired).
I'm quite very upset that right now all that I have from HP is a $2000 paperweight.
If I do in fact have a defective GPU, I expect HP to promptly rectify the situation. If they gave me a defective product, I expect a replacement. |
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Lance Waidzunas
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Oct 11, 2008 17:15:43 GMT
Unassigned
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tpark:
The issues seems to affect the GeForce GO 7000 series and 8000 series. From what I've seen it's most common in the 7600, 8400 and 8600. Chances are if your laptop is running very hot (as in hot to the touch, almost hot enough to cause pain when contacted with skin) you'll run into a problem eventually. If you use a notebook cooler (Rosewill makes some great ones, see newegg.com) it'll help, but only delay the problem as it is a manufacturing defect in the nVidia chip itself. Post your notebook product number (found on the bottom of the notebook, near the Windows Authentication sticker) and we can help you figure out what setup you have. |
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Joaquin Agatiello
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Oct 11, 2008 17:56:47 GMT
N/A: Question Author
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I believe we ALL are being wictims of DAMAGE CONTROL (in some sort of confidential business agreement between Nvidia and OEMs), if you consider the following facts...
- Nvidia IS NOT willing (so far) to provide a comprehensive list of the defective GPU models...
- OEMs (so far) are not referring to this issue as a defect in Nvidia GPUs. They only refer to it by describing its symptoms and providing bios updates (worthless if the GPU has already failed) which are NOT a solution, they are band-aids. Apple is now the first OEM referring to this issue as what it really is: a DEFECT in Nvidia GPUs...
- In the case of HP, when you complain about this...they don't acknowledge that this problem is due to a defect in the GPU, but they 'understand your concern' and 'apologize for the inconvenients experienced'...they just simply say 'please be informed that there is no such known issues with the HP Pavilion dvXXXXXX(my model)'
- OEMs (so far) are trying to minimize the umbrella of their warranty extensions by considering only CERTAIN models applicable for it. And the selection of which model are covered and which aren't IS NOT (so far) based on a GPU model criteria....strange, isn't?
Now, if your laptop model is covered under that warranty extension...or if is not but you accept to pay for the repair anyway...In which consists the repair? Is a replacement of the defective GPU which failed or the entire mobo for ANOTHER one having a 'fresh' defective GPU? Or is a resoldering of the defective GPU which failed using a different soldering method? Or is both, a replacement with a different soldering method? Or is just another thing? Could HP tell us in which consists the repair really?
In any case I'm not willing to pay (as not being covered by the warranty extension) for another TIME-BOMB...
What HP should do to provide a REAL CUSTOMER CARE is recalling all the laptops having these defective GPUs that they SOLD and GIVE us the option of a REFUND or a CREDIT (at least) to buy another laptop that doesn't have any of these defective GPUs.... |
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JWCrowe
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Oct 11, 2008 23:53:59 GMT
Unassigned
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Count me as another unhappy owner of a ticking technological time bomb disguised as a beautiful HP Pavilion dv2000t (RM668AV) which recently ceased to function. And of course it's not on HP's magic list. But great to see the ground-swell among fellow unhappy customers. Looking forward to seeing a (very belated) response from HP.
Here's the initial HP thread I posted to -
http://forums11.itrc.hp.com/service/forums/bizsupport/questionanswer.do?threadId=1191277 |
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jennifer tran
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Oct 12, 2008 05:08:05 GMT
Unassigned
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I also am having this problem.
Model: dv20007
CPU: Intel
GPU: 7200
Build: 08/06
Died: 10/08 |
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Lance Waidzunas
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Oct 12, 2008 05:17:39 GMT
Unassigned
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I count at least 30 customers here who have been affected the nVidia Fail... who knows how many others on other forums. All similar configs, and all GFGo7600, or 8000's. Seems to be far from coincidence... unless we're all doing the EXACT same thing to cause this problem, there is a seriously problem with the hardware itself. |
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brian schlicher
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Oct 12, 2008 20:50:51 GMT
Unassigned
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dv9335nr intel
same problems
got nothing from cust care
if anyone has heard of this issue being reported in prime time news yet please let me know.
if not, I think it's time to get that ball rolling. |
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Scott McKillop
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Oct 12, 2008 21:33:08 GMT
Unassigned
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Mine died yesterday. HP fed me the normal load of bull about the issue not affecting my model of laptop. I beg to differ. I'm extremely frustrated that HP has decided to fix select units when obviously the issue is much deeper than they want to let on.
In any event, here's my model info, not that I think HP is going to do anything as my support experience has been nothing short of hellish since I purchased the unit.
Tech support said that my unit was 200 days out of warranty. I would expect a laptop that I paid over $2500 for to last longer than 18 months, especially when purchasing from a large company like HP.
Model: DV9260US
Part Number: RP243UA
Mine has the NVidia GeForce Go 7600 and an Intel chipset. |
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Lance Waidzunas
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Oct 13, 2008 14:43:05 GMT
Unassigned
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We have a real problem here and HP is turning a blind eye to it's customers in need. This is clearly not an isolated issue and HP's Warranty Enhancement only addressed about 8 models that have a GeForce GO 7 series GPU (Go 7200). All of our notebooks seem to have failed en mass around the same time and under similar conditions... most of us weren't even doing anything to stress the GPU when it failed. I'm still not clear on how our usage caused a solder bump to fail... it's not like we MADE the GPU's! |
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JWCrowe
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Oct 14, 2008 02:21:49 GMT
Unassigned
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I originally called HP in mid-September when my dv2000t (RM668AV) finally succumbed to this problem and got no where. Tonight I called them again to see if things may have changed. No luck. The HP representative was very polite and knowledgeable of the service enhancement program available to dvXXXX series with AMD chips, but was absolutely adamant that there's not a problem with the Intel machines. Of course, I mentioned all the threads on HP forums and other sites indicating otherwise and we debated at length. But she stood firm. I mentioned it was only a matter of time before HP recalled all the defective machines. She did say that all computers die within a couple of years, which is a statement I found quite astounding.
I knew I took a risk purchasing my dv2000t without an extended warranty plan and I was willing to accept that I just lucked out this time. However, this isn't a case of 'lucking out', this is a case of a defective product with a latent defect. This is more apparent by the day as the number of postings to this and other sites grow.
Stick in there and make yourself heard - here and on other sites. I'm calling HP again tomorrow to speak with a case manager. |
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Shane Northern
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Oct 14, 2008 14:12:09 GMT
Unassigned
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Same problem here.
Pavilion dv9200 CTO
Product#-RF312AV
P/N- EZ345AV
Core2 duo processor
Nvidia 7600 Go video
Year and a half old. Crashed and will boot in Safe Mode only now. Boot up screen and BIOS shows vertical green stripes spaced in groups of four.
Trying to get it sent in for repairs for $300. |
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Lance Waidzunas
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Oct 14, 2008 14:19:37 GMT
Unassigned
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Shane,
You're experiencing the first stages of your GPU failing. Everyone else here went through the same thing. Over the next few days those "artifacts" on the screen will happen more and more, and ultimately you'll hit the power button, the LCD backlight will come on, but nothing else will happen. Your monitor out will also stop working.
Do not pay HP to fix the laptop, as you may have read in this thread, it is THEIR problem, not yours. Chances are you'll just be renting the repair anyway. |
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Lance Waidzunas
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Oct 14, 2008 16:34:49 GMT
Unassigned
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Persistence pays off...
Spoke with my NEW (ultra-friendly) case manager today. Apparently, my SERIAL number qualifies for the warranty enhancement... HP is shipping my free repair box out today from California. We'll see what happens, but it sounds like they're starting to give in a little bit.
I recommend everyone who has been going through this call back up and and speak with your case manager again. Maybe there is a light at the end of the tunnel after all...
HP updated the Warranty Enhancement page today, however I still don't see my P/N on there... If your existing case manager can not help, I highly recommend you call HP directly at 800-752-0900 and ask for executive support. Tell them about your experience with your existing case manager, and they will assign you a new one. Mine (Matthew) was extremely helpful and actually apologetic, which is very refreshing. He assured me if there were any issues he would act as my personal liaison, which is exactly what I've wanted from day one.
I certainly can't promise a positive outcome for everyone, but as someone who has seen the worst (and best) HP has to offer, there is hope. Stay vigilant, and positive things will happen.
I will update on the status of my repair over the next week here and see what happens.
Good luck! |
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P O'Brien
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Oct 14, 2008 22:08:55 GMT
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Same problem with my machine - it started ~2 days ago. Here are my computer specifics - let me know if you need anything else.
HP pavilion dv9000
s/n: CNF7071VMT
p/n: EZ345AV
Intel cpu - centrino duo
nvidia geforce go 7600
Wake up HP - do the right thing by your customers!!! |
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Michael Catapano
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Oct 15, 2008 02:33:02 GMT
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I'm w/Lance on this. My caseworker Jim, was also the opposite of the stereotype that was getting a reputation here--
After 20 minutes explaining to India that I simply could not accept "no" as a second and final resoultion to this defect they returned me to the states and visions of wild wire bunches dangling from phone poles disappeared. (I'm sorry, my experiances w/1st tier tech support is dismal)
Took another hour and a half of very professional and more importantly personable time and James arranged to honor the warranty based on the fact the problem existied before it expired.
2 hours total. Was it worth it? Yes.
Now. Will we see our laptops again? Mine went to California, not TX.
They expect to return it by 10/21.
Will we get the same board w/the 1 year drop dead expiration date?
I'll also post more about the outcome. |
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John D. Williams
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Oct 15, 2008 04:04:41 GMT
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Pavilion dv9335nr
Intel CPU
Nvidia GeForce Go 7600 256M graphics
I feel that I've been bitten by this GPU defect as well. Bought in May 2007, failure in September 2008. I have already shelled out the $400 to have the mainboard and hard drive replaced/imaged, and now that I have had it back 2 weeks, it has started behaving badly again. This notebook runs HOT HOT HOT, usually pushing 80C if I am running anything useful, even with the newest BIOS (F.2C for my dv9335nr).
I've "reinstalled power management" in Vista too... But no amount of software fiddling will correct a manufacturing defect in GPU Chip packaging. If I could slam the fans full-on that would at least be something useful. |
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Elmer Laureta
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Oct 15, 2008 16:06:18 GMT
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I just bought this dv2855ee laptop last July 2008.. i seldom use this because I have another one which is a dv2725ee that works fine. I only use this new notebook to play music, play some games (ex. chess, solitaire) and watch youtube.. however, this month it begun to crap up. After playing chess titans for five minutes it automatically shuts down if not a flickering blue screen will show up.. Come to think of it this notebook is barely 3 months old.. i contacted an HP agent and she told me to uncheck some startup programs and reinstall the videocard driver but the problem persisted.. i contacted them again and they advised me to reinstall the OS.. nada.. zero.. still the same so they advised me to visit the service center and the technician there told me that the problem is with the mother board! say what now! i do not even use this notebook that much! now, please tell me guys if you experienced this problem this early life of your laptop???
HP Pavillion dv2855ee
Intel Core 2 duo T8100 (2.1 Ghz)
250 GB 2048Mb RAM
nVidia GeForce 8400M GS |
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Lance Waidzunas
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Oct 15, 2008 16:10:22 GMT
Unassigned
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Elmer-
The 8400 and 8600 GeForces have been failing quite readily. You're lucky in that you're still covered under warranty. I suggest you check HP's warranty enhancement page to see if you're covered by the program. If not, just take the notebook back to the store you bought it from and they'll take care of it free of charge.
Your light usage of the system does prove this issue isn't isolated to "power" users, and could point to a manufacturing defect in the video chip itself. There could be a myriad of other problems, however. Your best course of action is to get it looked at. If the problem persists you have a good deal of time to get it taken care of under your factory warranty. Most retail stores will offer a credit after the 3rd repair. |
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Tyler Burgert
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Oct 15, 2008 18:28:00 GMT
Unassigned
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I am having the same problem. I got horizontal blue lines on windows start up, then a crash now all I can get is a black screen, which will fade to a dark white, with constant restarts.
I have a dv9339us
NVIDIA GEForce GO 7600 256MB |
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John D. Williams
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Oct 15, 2008 18:44:18 GMT
Unassigned
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Lance -
It appears that I have the same product number as you do. For those of us that can't seem to get past 1st tier tech support, what should we ask them to look into as our serial numbers go? Perhaps they extended your warranty under the auspices of support due to failure beginning before your warranty period was up?
-John W. |
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Lance Waidzunas
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Oct 15, 2008 18:56:52 GMT
Unassigned
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John,
I've jumped through the same hoops as everyone else here. I went through 2 different initial techs when the problem first started, and then 2 more when the laptop died 2 weeks later.
They escalated to me a case manager who was rude, abrasive, and downright threatening. I then called HP Executive Support (whom you can get a hold of at 800-752-0900, just ask for Executive Support). I told them about my case manager, and how disappointed I was in the whole process. I also talked to them about the problems on the forums and all sorts of other stuff... basically just expressed my disappoint with HP overall, and I let them know it would take a lot to regain my confidence. The next day I was assigned a new case manager, who called me about twice a day trying to get in touch with me. I was busy so it was 4 or 5 days until I got in touch with him.
Within about 5 minutes of my initial call the FedEx box was on it's way and he was very, very apologetic. He wouldn't go into much detail, but said my serial number, and not my product number, qualified for the warranty enhancement. Whether this was true or not, I don't know. But either way they're obviously taking steps to remedy the problem, at least in my case.
Something that also may have made a difference, is that my problems started when my laptop was still in service. I did not originally tell the tech this, as I figured the "problems" I was seeing (artifacting, overheating) were from usage, and not an underlying problem with the hardware. I swapped video drivers and the artifacting went away, problem solved (or so I thought). I've heard sometimes when you talk a case manager if you happen to "remember" the problem happening when your product was in warranty, it might make a difference.
I guess the best advice I can give you is remain calm but persistent. If there is a problem, they will ultimately fix it. I saw yesterday that this NVidia problem isn't limited to laptops either, so they're going to be fielding a LOT more calls soon from other product owners. |
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Tyler Burgert
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Oct 15, 2008 19:15:56 GMT
Unassigned
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Talking to them now, will update |
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Tyler Burgert
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Oct 15, 2008 19:22:10 GMT
Unassigned
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They are trying to tell me it is a software issue. |
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Lance Waidzunas
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Oct 15, 2008 19:23:48 GMT
Unassigned
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Tyler,
Software doesn't cause hardware to heat up as much as it takes to create memory dumps and screen artifacting. Even with the newest BIOS release some of these chips are still ticking time bombs. |
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Lance Waidzunas
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Oct 15, 2008 19:36:08 GMT
Unassigned
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Tyler,
Have you tried called the Executive Support phone number? |
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Tyler Burgert
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Oct 15, 2008 19:38:30 GMT
Unassigned
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I apoligize with the spam posts. But I keep getting India, and I ask for Executive Support, but they say "what is that"? They keep saying they cannot assist me without $400+ I got tired of him repeating and hung up. |
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Tyler Burgert
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Oct 15, 2008 19:41:27 GMT
Unassigned
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yes but all i get is tech support |
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Lance Waidzunas
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Oct 15, 2008 19:45:09 GMT
Unassigned
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You called 800-752-0900 and not the standard support number, right?
The process usually goes entry support -> Supervisor -> Case manager |
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Tyler Burgert
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Oct 15, 2008 19:46:46 GMT
Unassigned
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Yes, I get a computer that wants to me choose an option and the only support one is Tech Support, and it transfers me to a different number. |
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Barry Fogel
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Oct 15, 2008 19:58:19 GMT
Unassigned
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After my 1yr and 16 day old DV2500t CTO (2600) finally died of the same issues that everyone else here has experienced, my eye opening experience with HP started.
Without all of details, after about 4 hours of HP Total Care and countless techs, supervisors and case managers from the world over, HP told me that there was no way they would cover the repair because it was 16 days out of warranty. They also told me that my model was not on the list of covered computers with the known GPU defect.
I gave in and paid them the $400 to have the computer repaired.
The very nice HP tech explained that I would receive a box to send my computer back tomorrow or at the very latest the next day.
The total turnaround would be 5-9 business days.
The next day I received an email confirmation of my repair order.
Along with the shipping information was this:
Current status
Due to hurricane Ike's aftermath along the Texas Gulf Coast, repairs to your computer will be delayed. Unfortunately, one of our major repair facilities is located in an area hard hit by the hurricane within the Houston area. Please note that customers in need of computer repairs will not receive the shipping box to send their HP computers until our facilities resume operation
The day I placed the repair order was: 10/06/2008 1:50pm PT
Two or 3 days later I called in to see what was happening with my box, after all the rep who quoted me 5-9 days must have taken into account the damage caused by Hurricane Ike.
Guess again. After countless reps and 2 more hours of getting transferred around the globe I found out that the repair center had been closed since the hurricane on September the 13th.
HP obviously knows that the only service center that can repair a DV2500 in the United States has already been closed for over 3 weeks and has a huge backlog of broken computers to fix in front of mine.
At this point I'm incredibly upset with HP and demand to speak with a case manager.
My one year old computer is dead from a known defect in the graphic card, HP stonewalls me, won't cover the repair and then after making pay $400 to have it repaired because they have me over a barrel, they are dishonest about how long to repair it.
Now, I get one of the super nice case managers who at this point put my unit under warranty and came partially clean about the Houston facility.
Houston is so backed up that nobody really knows how long it will be until they clear the backlog. They are sending out 1,000 boxes on Tuesdays and Fridays only until they catch up.
She had a customer still waiting for a box from a September 17th order; this was on October the 9th.
I called yesterday at 2pm regarding the status of my box and my case manager promised to call me back within two hours. I called back at 5pm and was told she was with another call and she would call me back as soon as she got off the phone. I called back again at 7:30pm and was told that she was on another call that would stretch to the end of her shift (8pm) and would not be available to speak with me.
When I spoke to the case manager taking calls, he gave me the same double talk answer that no one knows or can even find out how long the backlog is. I asked to speak with his supervisor, he told me that there is no level higher that a case manager. The only supervisor that they have only handles their schedules and doesnât speak with customers.
Iâm totally stuck. I bought it directly from HP. I f I had bought it from Costco at least I could return it to them. Costco understands the importance of keeping customers long term.
I paid with American Express, Iâm going to see if they can do anything for me.
Bottom Line: HP know they have computers out there that are going dead and many, many more that have already died and yet they are stone walling the customers, first about the defective computers and then about the repair times.
I have empathy for the fact that the hurricane closed their facility, but HP has a responsibility to make it right if they canât repair a computer in a reasonable amount of time. Either refund my purchase or send me a replacement.
Last minute update: My case manager Dawn just returned my call and told me that they have no contact with the repair facility. When I asked who did, she stated that no one does. I asked the same question again in disbelief, she stated again that on one at HP could contact the repair depot and find out about the backlog. The case manager is HPâs last line of customer service. This is so very sad.
Tracking information
Packaging shipment (to you)
Shipment date:
not yet shipped
Shipment method:
FED-EX NEXT DAY (10:30AM)
Track the packaging:
Product return shipment (to HP) Pick up date: not applicable to your service
Track the shipment to HP:
Repaired product shipment
(to you)
Scheduled Ship Date:
not yet shipped
Defective Unit Receive Date:
not yet received
Shipping Method:
FED-EX NEXT DAY (AFTERNOON)
Track your shipment:
Order summary
Order number:
SAN602 - 01
Entry date / time:
10/06/2008 1:50pm PT
Model number:
GN169AV , HP PAVILION NOTEBOOK PC DV2500T
Serial number:
2CE7371083
Replacement serial number:
Order type:1 MAJOR WITH MINORS EXCLUDING MB-CPU-LCD-HDD
Failure : System no function
Warranty status:
in warranty
Service charge:
$0.00
HP Pavilion dv2500t customizable Notebook PC
Genuine Windows Vista Home Premium (32-bit)
Intel(R) Core(TM) 2 Duo processor T7500 (2.20 GHz, 4 MB L2 Cache, 800MHz FSB)
14.1" WXGA High-Definition HP BrightView Widescreen Display (1280 x 800)
2GB DDR2 System Memory (2 Dimm)
319MB NVIDIA GeForce 8400M GS |
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Lance Waidzunas
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Oct 15, 2008 20:03:46 GMT
Unassigned
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Tyler,
If I remember I just stayed on the line until I got a human, and then I asked to file a complaint (this is after I was harassed by my original case manager). The operator transfered me to "Executive Support." |
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Tyler Burgert
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Oct 15, 2008 20:05:10 GMT
Unassigned
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yeah im getting really fed up. im pointing my .45 at it right now |
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Tyler Burgert
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Oct 15, 2008 20:22:07 GMT
Unassigned
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I am yet to talk to the case manager... I was disconnected while attempting to connect to him and they say he will call back. Everyone keeps telling me what I already know and that my computers pn is not on recall. Just wondering what you guys said to get them to take yours in? And I am tired of talking to India, I hope the CM is a real person. |
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Vasu Kulkarni
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Oct 15, 2008 20:28:15 GMT
Unassigned
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When you call the support guys please record the conversations.. |
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Barry Fogel
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Oct 15, 2008 20:40:32 GMT
Unassigned
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Update:
I just called HP Executive Support at (800)752-0900 and got pretty much the same script as the case managers read from.
They have no way of knowing how long the backlog is and no one can contact them to find out.
I expained that I cannot be without a computer for an indeterminate period of time she stated that "it's not indeterminate, it will come, she just doesn't know when, but she's sure tht it will, maybe in a few weeks."
I asked for a refund or another computer. She said those options were not on the table for me.
I am waiting for a call back from an Executive Support Manager, Daniel.
I will follow up when I hear back. |
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Lance Waidzunas
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Oct 15, 2008 20:55:49 GMT
Unassigned
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I think I've dealt with Daniel before, and I think I remember him being helpful. Matthew was my last case manager, and he was great... really exemplified that corporate support should be.
I'm not sure what else I can tell you all... aside from be persistent. Nothing happens overnight. I've been dealing with this for 2 weeks now and I finally got the resolution I wanted. Their chain of escalation is pretty strict, just keep telling them their solution is unacceptable, and that you'll only be happy with your product repaired. I think asking for a full refund or a brand new laptop right away will put you into that "looking for new technology for free" pile and they'll ignore you. I just wanted my product fixed, and that's all I ever said, and that's what they're doing.
Just dropped the pre-paid overnight box off with FedEx a few minutes ago. It should be at HP by tomorrow, hopefully they'll have it on a bench by Friday. So maybe, if I'm lucky, I'll get my laptop back next week. Obviously, if this happens again I'll escalate things beyond repair, but I'm confident they'll take care of me. |
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Tyler Burgert
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Oct 15, 2008 21:25:23 GMT
Unassigned
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Barry Fogel
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Oct 15, 2008 21:36:32 GMT
Unassigned
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Lance,
I just wanted my computer fixed.
I only asked for a refund or a different computer becuase of the indefinate delay in the repair process.
HP won't come clean on how long it will take, 3 weeks or 3 months or even longer.
I'm happy that you will recieving your box shortly, the only facility apparently able to fix my model is in Houston and that is where the problem lies. |
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Lance Waidzunas
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Oct 15, 2008 21:45:12 GMT
Unassigned
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I don't know what else to tell you all. I was very upset a few weeks ago when I dealt with the case manager from hell... since then things have turned around considerably. All I can say is be diligent. Keep pressuring them, if you're not happy with your case manager, tell them you want to be assigned another as your current case manager isn't helping resolve the issue amicably.
As far as the Houston repair center... give them a break, that whole area was decimated. They're getting back to speed very slowly, but there are still people in the Houston/Galveston area without power. |
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Tyler Burgert
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Oct 15, 2008 22:13:49 GMT
Unassigned
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Spoke with Dustin, no help. He just kept saying unfortunately the forums are none of HPs concern and I cannot help you. He refused to connect me to someone else and I do not know what to do. He said if it is a major problem (which it is now) he would contact me. He offered $150 credit, but that it not good enough. I'm out of luck and don't know what else to do. |
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Lance Waidzunas
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Oct 15, 2008 22:26:13 GMT
Unassigned
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Tyler,
At that point I contacted the executive support number and filed a complaint regarding my case manager, that's what escalated everything for me. My original case manager was just plain rude and unprofessional... hopefully yours didn't tell you "I am the law, and there is no one above me" when you asked to speak to their supervisor... that's what really set me off. |
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Barry Fogel
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Oct 16, 2008 00:24:58 GMT
Unassigned
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The squeaking wheel gets the grease....
I got the email confirmation that my box shipped via Fed-ex Priority Overnight next day by 10:30am
Let's see how it goes from there |
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David Notermann
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Oct 16, 2008 00:30:54 GMT
Unassigned
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So, some people seem to have had marginal success.Can I get a step by step way to get things sorted out? I'm getting tired of having to either post from my PSP or walk a mile to an engineering computer lab that I have access to to use the internet there.(Using the PSP right now if you were wondering.) |
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Tyler Burgert
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Oct 16, 2008 01:01:35 GMT
Unassigned
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So how can I get ahold of the Executive Support Manager? Dustin told me that there was no one above him and he got to make the final decision. He just kept repeating himself that there was nothing he could do. |
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Jared Duke
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Oct 16, 2008 15:33:02 GMT
Unassigned
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Same EXACT problem... excessive overheating, crazy fan issues, and then several days ago I get the 1 long beep, 2 short beeps, and I'm 6 months out of the warranty. I have the dv2000t, RM669AV with the Geforce Go7200. Have called tech support multiple times, but apparently this p/n is "not supported"... Was given the run-around, and haven't been able to reach someone who can do more than read a script. |
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Lance Waidzunas
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Oct 16, 2008 15:42:13 GMT
Unassigned
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Tyler,
If your case manager is saying they are the end-all-be-all of HP, they are lying. There is always someone above someone. Call up HP directly at (800) 752-0900 and ask to file a complaint about an employee's conduct and tell them your Case Manager is not doing their best to resolve the situation. They should assign a different manager to you who hopefully will be more cooperative and less confrontational. |
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Tyler Burgert
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Oct 16, 2008 16:13:47 GMT
Unassigned
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Thanks Lance, I will call when I get a chance, probably tomorrow. |
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Barry Fogel
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Oct 16, 2008 17:48:43 GMT
Unassigned
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I recieved my box this morning at 10:15am.
I will send my unit back and keep us all up to date.
As far as case managers and executive support, this is what I did:
I explained my position over and over again to the very nice lady who handles the calls first. I kept explaining that it was just not acceptable and wanted to speak with her manager. Eventually, she agreed and left a message for her manager.
I never recieved the a return call, but I did get the email confirmation that my box was sent priority over (10:30am) via Fedex.
I don't know if the two are related, but I would bet that they are.
Lastly, I must say that the whole situation is awful for us and for the poor HP employees who have to take the calls all day long. It's got to be just horrible on their end to have to keep reading those scripts and not helping angry owners all day long, all over the world.
I can't even imagine having to be on the other end of the types of calls I had to make over the last few weeks, all day long, every day.
I really feel for them, however HP's managment, who doesn't have to take the calls, but them in an awful position. |
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Lance Waidzunas
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Oct 16, 2008 18:03:56 GMT
Unassigned
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Barry,
I totally echo your sentiments. The people we deal with are just doing their job, and following orders. Sure, many people have used the excuse "I was just following orders," but in this case there really isn't anything they can do.
You will, occasionally, find a bright spot which I am lucky to have done in my final case manager handling things the way they should have from day one. |
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Joaquin Agatiello
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Oct 16, 2008 18:32:46 GMT
N/A: Question Author
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Barry,
BAD are these Nvidia defective GPUs which screwed up our laptops....
I'm REALLY disappointed with HP not acknowledging this FACT when other OEMs already did... |
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felixtagilid
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Oct 16, 2008 23:14:45 GMT
Unassigned
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I have the same exact problem with my notebook.
HP PAVILION 9200CTO
S/N: CNF7191YJV
P/N: EZ345AV
STILL NOT LISTED. I talked to their customer care and they said that my laptop is not covered. |
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Annuar Gomez
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Oct 16, 2008 23:28:49 GMT
Unassigned
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I have the same problem.
HP dv9235nr, intel centrino Duo, Nvidea GeForce 7600, bought in january 2007.
8 days ago only start up if the Nvidea driver is disable. Off course display setting is like a VGA, in this mode.
Please somebody in HP said something for solve this problem. |
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CSmith51
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Oct 17, 2008 00:47:20 GMT
Unassigned
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Pavillion DV9287CL, Intel Core 2 CPU T5200 1.60 GHZ, 2.0GB ram, 32 BIT VISTA. This problem just happened to me yesterday. I only have a black screen with vertical colored lines running through it. The only way I can see my screen is from a VGA cord to another monitor. I tried the nvidia driver uninstal/re-install through safe mode with drivercleaner.net; didn't work. I have yet to contact HP to see if they will be any help. I bought this about year and half ago through ubid.com. Anybody have any suggestions? I'm not much of a technical wizard when it comes to computers. |
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Barry Fogel
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Oct 17, 2008 02:08:20 GMT
Unassigned
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Let me guess, it is incredibly hot under your left hand.
I also bet that if you shut it down and let it cool off and restart it a few times, you'll get your video back.
Eventually, it won't come back, even on the external vga.
Drop what you are doing and back everything up the next time it comes back to life.
When your computer comes back from HP it will have been re-formatted.
HP is doing everything it can NOT to cover the repair on the computers with the bad Nvidia chips. |
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Tyler Burgert
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Oct 17, 2008 02:55:46 GMT
Unassigned
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I need to call to talk to my case manager then ask to speak with an executive supervisor? BTW guys evertime I waned to speak with a supervisor in the fisrt place the indian would ask me why. I just said let me speak wih them and she would say okay let me connect you, then ask me again why I wanted to speak with them.
I want to thank you for quoting what I said, but it was true the guy told me that he was the end of all and he had the final say. That is the 2nd person to lie to me. The first rep i talked to said that they reserve the right to send out a free mail in repair for something that absolutley calls for it, and my CM told me that was not true. So HP has lied to me 2 times in 6 hours. |
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Barry Fogel
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Oct 17, 2008 03:12:03 GMT
Unassigned
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Tyler,
Call HP Executive Support at (800)752-0900
Have your 10 digit case number starting with 75 available.
This number is the one your case manager gave you.
You will need to be polite but insistant that any remedy other than covering your computer under warranty is not satisfactory because you know that HP knows that the faulty Nvidia chips are causing your computers failure.
After going round and round politly, demand to speak with an Executive Support Manager. |
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Tyler Burgert
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Oct 17, 2008 03:15:37 GMT
Unassigned
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Do i need to speak with my existing case manager? |
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Barry Fogel
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Oct 17, 2008 03:28:00 GMT
Unassigned
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No.
I assume that your case manager did not rectify your situation.
The number I gave you in the prior post is not the same as your case manager.
Executive Support is who you speak with if you are not happy with your case managers solution.
My case manager, Dawn was very nice but she was unable to get my situation handled. |
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bobjohnson2500
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Oct 17, 2008 05:18:52 GMT
Unassigned
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Does anyone else have a dv2500 with problems? |
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Barrett Karr
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Oct 17, 2008 14:21:11 GMT
Unassigned
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DV2100 RM668AV
Nvidia Go7200
Same problem. one long, two short beeps won't boot. No video on LCD or external.
HP won't help at all. Wanted to charge me $49 just to talk to a service technician to 'resolve' the problem. Repair was quoted at $299.
A friend with the same model laptop also had the same failure.
Apparently the defective solder bump problem on Nvidia chips covers just about all their GPUs. I have no idea how many are still in the supply chain so it seems best to avoid anything with an Nvidia chip in it. |
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Mouille etSavage
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Oct 17, 2008 17:54:15 GMT
Unassigned
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Also, something to look for...
Before you start seeing a graphics or heating problem, you will start to lose your network connection. I dont understand how this is related, but it is.
Go directly to HP in California. Plus, Outsourced Customer Uncare will not acknowledge the problem. When my laptop first went dead I thought it was just me. So I contacted customer support online (cant deal with talking to them), and went through all the Bizarro Advice that they cut and paste from the website. Nothing helped obviously. They told me too bad your 2 weeks out of warranty, pay us 430.00 to replace your motherboard. So I did.
Guess what? I sent the laptop, got it back, it worked for 7 hours and failed again. They hadnt replaced parts. They lie. They tweaked the bios and charged me for a new motherboard.
Well, I started to do a little reasearch and discovered what is going on. Turns out, I am entitled to the free repair....They try to wiggle out of it.
So I AGAIN sent my laptop for repair. Got my money refunded. Now its been working for a week. But....I'm losing network connection and its running hot. They also tried to say they replaced parts this time but I made higlight marks on my keyboard, bezel, etc. These were not replaced as they stated. My question is this. Is this so called repair a part replacement, bios tweak, face wash or what? If it is a part replacement, what part are they replacing? They charged me $430.00 the first time, said they replaced the motherboard and then didnt. My "extended warranty" expires in March. Will I then be stuck with a defective laptop with out any further recourse? These laptops should be replaced. |
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mr_vaughnm
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Oct 19, 2008 02:57:17 GMT
Unassigned
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Same issue
image corruption on normal mode and vga mode
safe mode display fine
dv9000
pn : ez379av
Nividia Geforce Go 7600 |
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Gregory Leadbetter
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Oct 19, 2008 10:32:40 GMT
Unassigned
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DV9000 AND duo 2 2gig with nvid 7600
Wow can't believe the trouble. Had mine about 6 months before it fried the first time.and after hours with teck was able to ship back for repair. Fried again just after worinty ran out and had to renew warinty before they would take it back. Had it less than 2 months and is going again!! I had to buy recovery discs that seem to be missing some files because I can only boot in safe mode. I run a lapcool all the time and it still get very hot. customer service??? Don't think they know the meaning. |
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Glenn Paul
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Oct 19, 2008 19:47:57 GMT
Unassigned
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Same problem here guys...Overheated laptop...GPU up to 91 degrees Celsius, same colorful lines on my screen...and all started after about 2 months my warranty expired.
Here are my specs:
HP Pavilion DV 9500T CTO
- Intel(R) Core(TM) 2 Duo T7300 (2.0GHz/4MB L2Cache)
- 383MB NVIDIA GeForce 8400M GS graphic card.
Hope someone will do something about this.
------------------------------
PS: This thread has been edited to adhere to the Forum guidelines - Forum Moderator. Please refer HP forums guidelines: http://www.hp.com/bizsupport/ITRC/forums/forums.etiquitte.html . |
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J Ngo
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Oct 19, 2008 22:25:17 GMT
Unassigned
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I have a dv9000 (dv9260nr) with of course the same problems. Nvidia GeForce Go 7600 GPU
Intel CPU. Arguing with the HP representatives only result in them getting more angry and hanging up on you, no matter how polite you address your issues. A recall on these GPU's is highly necessary. |
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Lok Leung
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Oct 20, 2008 06:15:28 GMT
Unassigned
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I got 2 laptops affected with the defective Nvidia GPU.
Both have serious problem, at first.. WiFi will not work, after while the machine won't even turn on.
1) Compaq Presario V3113AU
s/n: 2CE7031M7Y
p/n: RE085PA#AB5
2) HP Pavillion tx1009AU
s/n: CNF7052JV9
p/n: RY254PA#AB5
with the Compaq V3113AU, I can get a motherboard replacement for free because that machine is listed on the HP Warranty Enhancement program.
not with the HP tx1009AU. :(
come on HP, you know that it is the problem with Nvidia chip, why why and why my Pavillion tx1009AU is not listed ? |
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Mark Pankanin
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Oct 20, 2008 10:29:51 GMT
Unassigned
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My HP Pavilion DV9303TX died a few days ago after having it for under a year. It's definately because of a faulty nVidia GeForce Go 7600. The laptop was getting pretty hot in a short amount of time, even with no applications open and just viewing the desktop.
Then after a crash (the computer froze and on the screen it displayed multicolored horizontal lines) it wouldn't boot up when I tried to turn it on. The screen remained black and had a strange white patch in the top right corner.
So, I believe I should have my laptop repaired free of charge. |
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Lance Waidzunas
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Oct 20, 2008 16:12:15 GMT
Unassigned
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My laptop is supposedly coming back from HP today. I marked all internal components with a UV pen and recorded all serials with my camera so we'll see what was really replaced. It should be here by 3 pm central. I'll let you know what happens.
Interestingly enough, they received the unit at 9:30 AM Friday, and it shipped out at 7 pm Saturday... that's a little disconcerting, considering it should take at least 24 hours to bench test the unit to make sure it won't fail again. |
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Joaquin Agatiello
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Oct 20, 2008 16:18:39 GMT
N/A: Question Author
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maybe that's just the time that takes the soldering iron to heat up, LOL !!!!
i hope they aren't replacing one failed defective GPU for another 'fresh' one...
you'll find out in a couple of months... |
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Lance Waidzunas
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Oct 20, 2008 16:20:36 GMT
Unassigned
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My new case manager assured me that if a similar failure occurs, even outside the 90 day warranty on repairs, he would "personally take care of it" for me. I envision a hearsay battle with HP in the future on that one, but maybe they'll actually step up to the plate... or MAYBE it is actually fixed. I ordered a laptop cooler today to alleviate the problem as much as possible. I don't envision myself keeping this laptop much more than another year, so hopefully it's not even an issue. |
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Barry Fogel
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Oct 20, 2008 16:24:43 GMT
Unassigned
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My DV2500 is in the Houston repair facility to have the MB/video card replaced.
I went online this morning to check the status and recieved the following error:
there was a problem accessing your order
Your order number and zip code do not match, or we were unable to locate your order. Please use the back button to modify your entry, or contact hp customer service at the phone number listed below to check status.
HP and Compaq Products
Service and support phone number for all HP consumer computing products and all consumer and commercial imaging & printing products:
» 24 hours a day, 7 days a week for most products 1-800-HPINVENT
(1-800-474-6836)
Compaq Presario PC Products
Service and support phone number for all Compaq branded (consumer) personal computing products:
» 24 hours a day, 7 days a week 1-800-OKCOMPAQ
(1-800-652-6672)
I've been one of the more vocal people in this thread, I hope that HP didn't "accidentely on purpose" lose my notebook.
I've been checking the status daily and it's been there, today, poof, it's gone.
Anybody else with a similar problem?
Also, I'm sure I'm speaking for all of us posting here, we would love to hear from a HP moderator to let us know what they can.
I see the moderator chime in on other threads from time to time.
We can see by the edits to our posts and deletions of posts that someone from HP is reading them.
It would really help in the goodwill department if you would drop in and chat with us.
Thanks in advance.
Barry Fogel |
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Lance Waidzunas
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Oct 20, 2008 16:30:51 GMT
Unassigned
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The CSO Status site was down most of the morning, and I think they have a database error... my laptop already shipped out and I have the FedEx tracking info, and it's on a truck for delivery. I wouldn't worry, they're server probably ran on a machine with a GeForce GPU... ;-) |
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Lance Waidzunas
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Oct 20, 2008 16:36:39 GMT
Unassigned
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Barry,
Don't get your hopes up. HP Moderator created the Wireless Problems thread, and 160+ replies later has yet to respond to one question. |
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Scott McKillop
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Oct 20, 2008 18:06:29 GMT
Unassigned
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I called HP's tech support a third time and asked the support rep to assign me to a case manager because I was going to continue calling until I was assigned to one. The help desk technician spoke with his supervisor and I was assigned a case manager.
Being in Canada, I was assigned a case manager at HP Canada. After the case manager left me a voicemail, I called them back and they had me explain the situation I had. I remained very polite and explained that I felt the failure in my laptop was as a result of the same GPU failure occuring in the AMD models.
The case manager quickly agreed without hesitation and said that he was sending me a return box this afternoon. I give the HP Canada case manager a huge thumbs up. It was a pleasure dealing with someone understanding. It was also interesting that he wasn't surprised by the failure or the request to have it repaired. I think the calls are starting to pile up. HP is definitely aware that they have a big problem. |
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Russell Gorsky
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Oct 20, 2008 20:45:19 GMT
Unassigned
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Same problem here:
Only turns on in safe mode using external monitor.
Notebook details:
HP Pavillion DV9000 (DV9207US)
p/n RP282UA
NVIDIA GeForce Go 7600
No help from HP as it is 1 1/2 years old and p/n is not listed under the extended Limited Warranty Service Enhancement. |
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Joel Saddoris
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Oct 20, 2008 21:02:59 GMT
Unassigned
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I have the exact same issue on my dv9000t (not sure of p/n exactly, at work, only computer that works now) strange artifacts a few months ago, beeps one week ago, basically completely dead now (will start occasionally if I leave it alone for a few hours). Built in July/2007, dead Oct/2008. Nvidia Gforce GO 7600 (like everyone else) Intel Core 2 duo chipset. Will call HP support when I get a minute hopefully this evening, or tomorrow morning. |
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Michał Liberek
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Oct 21, 2008 00:47:20 GMT
Unassigned
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DV8333EA
PN: RG020EA
SN: CND6320V0H
Mine died 2 days ago when my girlfriend took it to the 2nd room and connect it to the mains. Then she saw text about Graphic Bios failure. Having PC rebooted- black screen. VGA mode- ok, ok after uninstalling VGA drivers. BIOS updated, after reinstaling VGA drivers- pink lines all accross the screen and unbootable. Recovery format gave nothing. I still want to try VGA BIOS rewritting specially its crash error was saying about that, (check "http://www.techpowerup.com/vgabios/2069/HP.7600Go.256.060822.html" if you want to try VGA BIOS)but reading all of this i dont know if its not better to wait specially i think its rather hardware problem. I also red somewhere that VGA BIOS is inside system BIOS. Anyone had any experience with that? I live in UK so id like to ask if anyone seen a similar topic on HP UK forum if there is one:) |
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Lance Waidzunas
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Oct 21, 2008 00:52:23 GMT
Unassigned
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Well I got my laptop back today, and it seems in working order. The HD was completely formatted and the original image reinstalled... I've spent the last 2 hours cleaning off all the "bloatware" HP preinstalls. It took another hour or so to run all the Vista updates.
I have yet to check the components to see if they were really replaced, but it worries me the laptop was still running the F.29 BIOS which is what I shipped it back to HP with. I ran the newest BIOS updater and it seems like the fan isn't running as much as it was before... very odd.
Anyway, I'm going to check the hardware soon and I'll post an update later tonight. |
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fubarut
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Oct 21, 2008 02:09:52 GMT
Unassigned
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I bought my computer just barely a year before it crapped out on me. I only had it payed off for 3 months. I am sure everyone recognizes the problem code nvlddmkm.sys flashing up on the blue screen.
I have a HP pavillion dv9335nr
s/n CNF7125FRN
p/n RV116UA
intel core duo processor, and of coarse a nvidia graphics card integrated into the motherboard.
That motherboard might as well be a piece of garbage now.
I looked at the extended waranty exchange program, and unfortunately my product number isn't included. I laughed a little when they told me that because my p/n is RV116UA and one of the p/n listed is RP116UA, but i guess a V is waaay different than a P, so they cant/wont help me. So much for HP "Total Care" |
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Lance Waidzunas
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Oct 21, 2008 02:23:22 GMT
Unassigned
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fubarut:
Talk to HP and ask them why they fixed my dv9335nr that is 170+ days out of warranty with an identical P/N and darn new identical serial to yours, but won't fix yours. |
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Barry Fogel
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Oct 21, 2008 03:45:54 GMT
Unassigned
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Fubarut,
You made the fatal mistake of buying a model with an Intel processor. The other model has a AMD processor.o
For reasons only known to HP they are only covering the AMD motherboards for now.
Read some of the earlier posts on this thread about getting a case manager for some ideas on how to get your computer covered.
Don't give up |
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Rishabh Tewari
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Oct 21, 2008 04:35:39 GMT
Unassigned
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Hi,
Same is the case with me , I also have dv9335nr . When I called HP they simply said that model is not covered and we can not do anything .
Will try to escalate the issue. |
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ZHEN SUN
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Oct 21, 2008 06:58:20 GMT
Unassigned
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My laptop failed: DV2500t
pn# gn169av
sn# 2ce7370zzs
bought and arrived Sep 21 2007, GPU failed several days after one year anniversary Oct 2008. Need justice. They do not honor warranty extension. Thanks. |
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an2n10
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Oct 21, 2008 08:37:19 GMT
Unassigned
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HP Pavilion DV6000 series
Model : DV6353eu
P/N : GJ05EA#ABV
Specifications:
AMD Turion X64 TL-52
1 GB RAM
nVidia GeForce Go7200
Windows Vista HP
Purchased : May 16, 2007
First repair date : September 08, 2007
Problems As Found:
Blank Screen, 1 long 2 short beeps, all indicator lights on, motherboard issue (gpu problem)
Actions taken : Motherboard replaced
Same problem encountered again : June 16, 2007 |
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an2n10
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Oct 21, 2008 11:08:04 GMT
Unassigned
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Correction:
June 16, 2008 when I the same problem occured again.
Sorry for the mistake. |
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Ananthapadmanabhan T E
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Oct 22, 2008 02:01:00 GMT
Unassigned
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+1!
I also face the same problem :(
My display reacts weird if i play a movie :(
It goes blank sometimes and sometimes green vertical lines and most of the time screen (& System) hangs up
Model Pavilion dv9601AU
PRODUCT NO GT947PA#ACJ |
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Jared Duke
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Oct 22, 2008 04:28:40 GMT
Unassigned
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It puzzles me more why they would support the NVIDIA failures on AMD-platforms, and not Intel, while AMD owns ATI, NVIDIA's primary competitor.... ? |
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William Copsey
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Oct 22, 2008 05:06:01 GMT
Unassigned
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I have a dv2100 with nVidia GeForce Go 7200 and Intel T7200 processor. Bought Sept 2006, died Sept 2008 (~13 months after end of warranty).
Got the runaround from basic tech support (and was sold $99 phone support by a rep who told me it would cover the repair - he didn't mention it was just phone support). Mentioned the nVidia recall to two HP reps, who both said mine was not covered. Got a refund of the $99 and a case manager who offered free warranty extension.
Just received my computer back today... they seem to have replaced the nVidia 7200 with an Intel GMA without mentioning it. Anyone else notice this? Do they think we're stupid?? If that is the only viable solution, fine, but at least tell me so. |
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Brent West
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Oct 22, 2008 13:36:54 GMT
Unassigned
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Pavilion dv9535nr
P/N GA339UA
NVidia GeForce 8600M GS
Purchased 18 July 2007
No screen 02 September 2008
Tech support India sold me "phone support" to replace my motherboard that they said needed replaced for $99, finally got a hold of a case manager and had the $99 refunded, then proceeded to tell me I needed to update my drivers since at that time I could at least boot the laptop up in safe mode. So she proceeded to send me the restore disks at no charge. By the time I received the disk 2 days later I had NO SCREEN at all. I was told she would call me back to "see how things worked out." and have yet to hear anything from anyone at HP.
I am definitely going to try this executive support since I never received a call back from my ENGLISH SPEAKING Case manager. There is no way I am going to pay for repairs on this laptop because it has the exact same issues as everyone else's here and right outside of warranty, not to mention the monitor would lock up periodically and I would have to remove the battery to reboot the machine prior to the warranty expiring. However, at that time I didn't realize it would lead to these bigger issues. I am also worried now that the dv2000 series computer that I purchased at the same for my wife is going to end up having the same issues, it seems to be fine now (less use out of it, but that doesn't seem to be the case) but for how long?
I am glad this thread was started and now I have a lot of information to fall back on when I get the run around that you always seem to get.
Thank you! |
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Brent West
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Oct 22, 2008 15:59:43 GMT
Unassigned
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Talked with an Online tech support, ver professional and curteous however, after explaining everything to him (Ronald) I get the same thing I have heard on the phone, Sorry sir but your computer is not covered by the limited warranty, we can set you up with a paid replacement (and to my surprise)for only $289.00 USD. That is a $100 less than before but still not the solution I want to hear and I let Ronald know that I will not accept that answer and would like for a Case Manager to contact me so we can have the issue resolved and repair my laptop for free considering that I KNOW what the issue is. Will keep you posted on my progress. |
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Jordan Cormier
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Oct 22, 2008 16:48:32 GMT
Unassigned
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dv9535nr
GA339UA
I started experiencing problems last night. The lap boots up but it isn't recognizing the GPU and is forced into 640x480 and 4bit color. I tried reinstalling the drivers without any luck. Decided to back up all my files to my external hard drive before it gives up for good. |
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Stephanie Daniel
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Oct 22, 2008 18:45:09 GMT
Unassigned
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Hey, I bought an HP DV9000 like...maybe 2 months ago. The actual model is DV9820us.
The first week it was okay, but started displaying the dead screen on video, gpu meltdown stuff, high high internal temps, You can obviously tell this is related to the SAME problem everyone else has, its the NVIDIA GEFORCE, they've admitted it.
I dont want to mess around with this if at all possible, What do any of you think is the likelyhood of me just getting a new Notebook out of this since I JUST bought this... |
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Lance Waidzunas
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Oct 22, 2008 19:07:01 GMT
Unassigned
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Stephanie-
If your notebook is only a couple of months old I would take it back to the retailer you purchased it from and let them service it. Most of the time they are willing to work with you on defects like that, especially that short into the products life span. |
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fubarut
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Oct 23, 2008 00:19:18 GMT
Unassigned
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Well I have once again contacted HP's so called "Total Care" and they still are not doing anything about this. They informed me i should send my computer in to get repaired which would cost $398 plus the cost of hardware replaced. |
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Patel Ram Swarup
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Oct 23, 2008 05:54:52 GMT
Unassigned
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My dv9000 has developed one white vertical line on the mid screen. |
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T. Nadine Rambeau
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Oct 23, 2008 14:59:59 GMT
Unassigned
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I have a Pavilion model number DV8300 with Geforce Go 7600 and an Intel processor. I bought it in August 2006. Now I'm having the same problems as everyone else--green and orange lines on start-up then a black screen. I can only access my files through safe mode. I'm not a heavy user--no computer games. I called tech support and (yup) my computer is not on the list and because it's out of warranty, I have to pay $298 if I want it "repaired". |
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Lance Waidzunas
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Oct 23, 2008 15:22:19 GMT
Unassigned
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Isn't it funny how we're all getting quoted different prices to repair the same thing in our notebooks? And each time we're told it's a flat fee? The funny thing is some people are actually NEGOCIATING with service to pay less than that and time to time they're accepting it... |
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Joaquin Agatiello
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Oct 23, 2008 16:10:17 GMT
N/A: Question Author
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T Nadine, although beign this an unfortunate situation with our laptops due to these Nvidia defective GPUs, it's rewarding to see that at least we share EXACLTY the SAME model, bought EXACTLY the same month two years ago and now experiencing EXACTLY the SAME symptoms...
And EXACTLY as you, I also consider that this problem should be FIXED by HP absolutely FREE of CHARGE...
Come on HP, let us believe again that we didn't make a mistake when we trusted in your QUALITY and CUSTOMER SUPPORT... |
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Lok Leung
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Oct 23, 2008 18:13:56 GMT
Unassigned
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Samantha Ringer
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Oct 24, 2008 00:44:40 GMT
Unassigned
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I have a very similar problem.
I bought my HP laptop last year, and of course one month after my warranty expired this year, suddenly my computer would no longer start up. I hit the power, and the lights come on and the hard drive spins, but then it shuts off after a couple seconds. After trying everything and talking to several people (including an HP service rep), everyone agrees: the motherboard is dead.
However, on all the forums I've read, the issue tends to be with dv models. Mine, however, is a tx1219us -- are there any other tx models having this issue? It's the same symptoms, so I'm hoping my model will get added to the list as well.
Oh HP... we're so disappointed. :( |
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jeff geisler
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Oct 24, 2008 00:48:07 GMT
Unassigned
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Hi Joaquin, I have Pavilion dv8320ca with an Intel CPU and a GeForce Go GPU. Mine has failed as well. My screen started flashing on and off about 4 months ago. I too bought my pavilion 2 years ago.I managed to get into the geforce display options in my control panel and disabled the geforce graphics card. The screen stopped flashing but the display seemed to be a lot slower and not as good. Maybe a second generic default graphics card? But now my screen went black again and stayed black . Let me know if this sounds familiar. |
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Joaquin Agatiello
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Oct 24, 2008 03:26:48 GMT
N/A: Question Author
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Hi Jeff...I have EXACTLY the VERY SAME model as you ...and experienced the same symptomps as well as T Nadine who also has a dv8300 series laptop...
After the GPU failure some of us are lucky enough to still reach the windows desktop in normal mode if we previously uninstalled in safe mode the NVidia driver...That lets windows to load every time with the standard VGA driver...Although the performance is AWFUL, you still have access to your files...at least to be able to do a backup of all your data before the GPU dies completely... |
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Anthony Bartzen
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Oct 24, 2008 05:17:25 GMT
Unassigned
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Im having the same symptoms except when i watch movies in full screen like at fox.com or youtube my screen turns completely black and starts flashing. i just bought this computer a month ago and its a dv6700 with a graphics card nvidia 7150. when i restart, i click start and go to problem reports and solutions and in my history i have 7 of the same error with in a mintute. it says its a video hardware error and what it says is this. Description
A problem with your video hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
OS Version: 6.0.6001.2.1.0.768.3
Locale ID: 1033
Files that help describe the problem
WD-20081023-2153.dmp
sysdata.xml
Version.txt |
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Darko Balicevic
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Oct 24, 2008 05:32:21 GMT
Unassigned
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HP Pavillion dv9303tx
Intel Chipset, Nvidia Go 7600 GPU
Bought July 2007, Nvidia GPU Failed August 2008 - just out of warranty and now useless....
$2500 down the drain. |
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Livia Farjad
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Oct 24, 2008 10:29:51 GMT
Unassigned
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Dear all!!!
I am so glad I found this forum...I just got off the phone with hp customer service..And guess what same problem as all of you...I am angry and disguisted how we are being treated.My laptop dv 2000 series packed up 1 month after warranty expired, and it is not on the list for the enhancment warranty; the details P/n RY 395 EA and S/n 2CE7080MVL, NVIDIA Ge FOrce Go 7200. I have paid £700 for this notebook and now what???
I am a student and I thought I was buying a fantastic product that will last at least 5 years. I have put a lot of my savings into this... |
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William Evans
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Oct 24, 2008 14:18:10 GMT
Unassigned
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Add another "not covered" to the list Guess I've have to cover the repair bill until HP/Nvida takes the hit for a total recall.
DV9230us
Bought Feb 2007
GO 7600 died Nov 2008 |
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david richardson
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Oct 24, 2008 19:34:28 GMT
Unassigned
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i in uk have a hp dv2175ea intel core2duo and NVIDIA GeForce Go 7200 graphics. started 1 long 2 short over month ago outside warranty. sometimes swithes on, id say 1 in ten tries but usually get the 3beeps and blank screen. cant beleive so many people have this problem. Iv had cheaper laptops lasting over 5 years. |
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Tim Sholar
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Oct 24, 2008 19:50:27 GMT
Unassigned
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dv9335nr, Core 2 Duo, GeForce GO 7600, p/n RV116UA Purchased summer 2007, video died summer 2008 just after warranty expired. When is this going to be added to the extended warranty. Nvidia has acknowledged the problem, what's HP going to do? |
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BenStuth
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Oct 24, 2008 20:14:47 GMT
Unassigned
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First of all, thank you Barry Fogel for responding to me on the other forum thread. At least SOMEONE reads these.
Secondly, since i am new to this thread, I have a dv 2500 CTO Notebook (dv2600)(p/n GN169AV). My laptop failed 8 days after my warranty expired. The failure was traced (by GEEK Squad and another independant HP repair shop) to the GPU failing. Plus, it has all the same symptoms as most of you. My laptop, however, is not on the list of laptops that are being extended warranty coverage.
In response to your response to myself Barry, at first I could get back into my laptop in safe mode once it cooled down. The second I was able to do this I went to backup my drive and in the process of doing this the laptop failed completely. Now, I cannot access anything, Ill I get is a million little color dots (static) on 6 mini screens.
Now, I have argued with HP over and over again on this issue. They finally told me that my laptop indeed was affected by a faulty GPU, but since my laptop is 8 days out of warranty, and not covered under the extended warranty, that I had to pay 298.00 for repair (down from the previous 398.00 they quoted me in hte beginning. I finally didnt see it going anywhere so I fessed up teh 298.00 to have it repaired. I was told my box would arrive the following morning.
2 days later is was not there. I phoned HP. They told me their system was down and that I should call back in 24 hours. I call back immediately, and I am told that the system isnt down but that they cannot verify information from the repair facility as it is shutdown due to Hurricane Ike (understandable) and that they did not know when it would be up and running again. They told me that they would send a notice to the facility and that I should call back in 48 hours to find out what the ETA would be on getting the box. (Keep in mind I already paid the supposed 298.00) I kind of get confused and ask them how they possibly could send a notice to a shut down facility and expect a response in 48 hours. They said "Do nto worry Mr. Stuth, we will make sure you are taken care of." (Stand up job so far)
After reading the many account of back logging and failed attempts at getting laptops fixed I get fed up. 2 days later, still no box and no word. I call in to get a refund on the 298.00 dollars. I am told that no one has the authority to refund the amount. One guy even asked me that in order to process the refund I had to read off the CTO number on the box they sent me. (Umm, hilarity should ensue here, I was asking for a refund exactly because they hadnt sent the box back and that I no longer was willing to pay for a repair that will onyl replace my faulty GPU with another FAULTY GPU.) I am finally told that my refund of 398.00 will be credited back to my account after I have spoken to a case manager who will PROMPTLY call me in 48 hours.
REWIND FOR A SECOND. I was quated and told that I was being charged 298.00 for the repair. I find out 2 days later I was charged 398.00 Now I am really upset.
I dont know about any of you, but I really enjoyed HP products. They are decently powered and have a very ncie clean look to them. I was impressed with the whole HP INVENT face they were promoteing, but now, I dont know. I am feeling myself being pulled towards the darkside.
They are calling me as I speak, I will keep you all updated.
Forgive any typos that have occured, my fingers are angry. |
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BenStuth
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Oct 24, 2008 21:37:18 GMT
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Model: DV 2500 CTO Notebook (dv2600)
P/N: GN169AV (Not part of the extended warranty)
Ok, to revise the previous post.
I just got off the phone with a case manager and she informed me that they were not only reversing the charges but that they would make the repairs for free. On top of that they re-extended my warranty (pick-up and accidental coverage) to November of next year. And, as a way of completely roping me back in, they supplied me with their fed ex account number so that I can send in my laptop today instead of waiting for the box to arrive.
While I am estatic at the response to myself, I will reserve judgement until my laptop is safely back in my hands in working order. |
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Barry Fogel
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Oct 24, 2008 22:13:28 GMT
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Hi Ben,
Good for you!
Even though your screen went to dots and boxes, it might still come back at random intervals. Beleive it or not, mine came back to life for a 1/2 hour after being dead every day for a week!
I don't want to cast any clouds on your excellent victory today with HP, but it's not over yet.
I got them to cover mine as well, they've had it at the Houston (we have a problem) facility since the 16th.
I had to jump up and down to get my box, after 9 days, mine arrived.
The original scheduled delivery date for my system to return was 10-27-08.
As of today, their website says that they are waiting for parts to fix it.
I recived this email from HP about a delay on Wednesday, the 22nd of October:
Dear Customer:
At HP our products are designed, manufactured and serviced, to meet our high standards.
We apologize for the possible delay in delivery of your service; however, we are diligently working on expediting your order.
Service Order Number
Model #
Serial #
We are striving to meet our estimated delivery date; in case where this is not met due to various reasons, an HP representative will attempt to contact you to communicate a new date and/or discuss possible alternative support solutions that could better meet your needs.
It's not fixed, I don't have it and they don't know when I will.
I've been speaking with my case manager about the possible alternatives, but she's been out of the office for the last day and half, so no answers, this week, again....
Is HP going to refund you cost of the box and packing as well as the FEDex postage? The box and packing might be pricy.
Best of luck,
Barry |
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Barry Fogel
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Oct 24, 2008 22:19:18 GMT
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Update....
The HP staus page where you can track your repair is down, again.........
And so it goes...... |
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Barry Fogel
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Oct 24, 2008 22:45:32 GMT
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Oh look, it's back up, again....
Check this out:
Entry date / time:
10/06/2008 1:50pm PT
Model number:
GN169AV , HP PAVILION NOTEBOOK PC DV2500
Packaging shipment (to you)
Shipment date:
10/15/2008
Shipment method:
FED-EX NEXT DAY (10:30AM)
Defective Unit Receive Date:
10/17/2008
Shipping Method:
FED-EX NEXT DAY (AFTERNOON)
Current status
Hewlett-Packard is awaiting the arrival of a part to complete your product repair. Once the part is received, Hewlett-Packard will expedite the repair of your product and its return to you. So that you may monitor progress, any change in status or expected delivery date will be posted to this web site as soon as possible.
Expected Delivery Date:10/27/2008
10 days to get the box.
HP's had it since the 17th.
Today is the 24th, they don't even know when the parts will be coming in. |
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BenStuth
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Oct 24, 2008 22:57:39 GMT
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Barry,
The Fed Ex Account number they supplied me will pay for the shipping, box, and packaging. No money out of my pocket.
You are right on the account of getting the laptop back. Which is why I said Ill reserve final judgement until then. About this time last year I had my original laptop sent in for repair and I never got it back, someone apparently lost it, so HP let me build a new laptop and sent it to me 3 days later, this is that laptop that I am sending in. Could be im sending it to its grave, but who knows. |
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Brent West
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Oct 25, 2008 04:49:59 GMT
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Well a quick update, finally had a case manager call me (Lance) and I explained everything to him and the ssues I was having, even stating that the problems started occuring prior to my warranty expiring.
Of course you already know the rest of the story, after a short moment of explaining that my particular model is not covered by the limited warranty I was told I could get the part replaced for only $389. After a quick NO from me he said okay thank you have a nice night...
On to step two, now I will call Executive and see what I can get from them. the battle rages on, I will not give up though! |
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Srinivas M
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Oct 25, 2008 17:01:44 GMT
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I think I have the same or similar problem. Bought my Pavilion zv5000 in 2005 from Costco. Just a week ago started acting funny and I reinstalled the Nvidia graphics driver and thought it cleared up. Last night it went completely dead. Sometimes I hear two beeps and sometimes I don't. I can't access boot order options using Esc and can't access Setup using F10.
Model: zv5000
P/N: DP523AV |
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tyler wall
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Oct 25, 2008 20:13:06 GMT
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My Laptop GPU doesn't even have a good working driver.
Model : dv6812nr
OS : Vista Home Premium 32bit
CPU : AMD Turion 64 X2 TL-60 (2CPU's) ~2ghz
GPU : Nvidia GeForce 7150m/nForce 630M
Bought June 2008. Still operational, overheats doing nothing, cannot run any 3d game without overheating (even 8 year old games)
After first dealing with HP about the problem, they advised me to re-install the graphics card driver, so I did. It fixed nothing, so I contacted them again. This time they made me jump through a whole bunch of hoops, reinstalling stuff, uninstalling stuff, but it still had no resolution to the problem(and it seemed to add more problems later on). I contact them a 3rd time, this time their advice is to basically re-install Windows Vista. Quite stupid since I don't have a Vista disk, just their stupid partition(as everyone has this too). And since it was a clean install from the partition before, I'm sure re-installing wont work. If the last clean install didn't work, repeating the process sure wont work either.
Also nVidia Monitor shows that my gpu memory is running outside of its tolerance range. (Since when should factory default be set to possibly cause harm to a device?)
I'm fed up with dealing with HP's "Help and Support" technicians. Frankly, I would just like my money back. That's how much I'm disgusted with HP right now. |
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Jason Waldrop
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Oct 25, 2008 20:35:45 GMT
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Add me to the list:
P/N EZ345AV
HP Pavilion dv9000t (9200)
Intel Chipset
Nvidia GO 7600 GPU (MB# 434660-001)
Pretty weak that this product number isn't on the list, yet. I've been waiting to call HP support until it is b/c the repair process is generally so so very painful when starting from scratch (I went through it with my DVD burner and swore I'd never do it again). |
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tyler wall
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Oct 25, 2008 20:52:16 GMT
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^Forgot to mention^
NVidia states that they do not make drivers for their graphics cards and that HP does, but I contact HP and they say that NVidia supplies the drivers, so i check the driver properties and...
"Supplier:NVidia"
so who's lying here?.. |
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Michał Liberek
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Oct 25, 2008 22:50:23 GMT
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Well, i dont know a details about a drivers but it common that hardware producers are using outside companies to work on their drivers. Anyway there is no problem in installing most of drivers even if they say that you are suppose to use only HP drivers from their site. If it goes to the BIOS matter- VGA Bios is build in System Bios and you cant modify only VGA part (i already tried - it's simply not recognizing EEPROM memory). Wish someone here know any HP tech that would have a schematic for the board or knowledge where to try to reflow/clean this. |
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Linda Boehme
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Oct 26, 2008 01:40:44 GMT
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OK, everyone. I had the same problem. I have an HP dv9000cto 64bit running Vista Ultimate. 16 mos. old. After extensive help from HP support, their verdict was that my motherboard integrated nVidia GeForce go 7600 was fried and that I needed a new motherboard. I live in California and the cost is $429 which includes 90 days warranty. Time required will be 7 to 9 days round trip. |
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Barry Fogel
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Oct 26, 2008 02:50:36 GMT
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Hi Linda,
I'm not sure if they fix your model in California or in Houston.
Apparently, certain models have to be repaired in certain facilites.
I have a DV 2500 CTO and that model has to be worked on in Houston which is running way, way late, partially because of Hurricane Ike and also a shortage of parts.
I called for my box on Oct 5, recieved it October 16th, HP got it on the 17th and there it still sits.
Their site says that they are waiting for parts beofre they can ship it back, I also live in California.
Also, from my situation and others I have read here in the forum, if you shake the tree enough, you get your repair for free (rightfully so).
If you haven't elevated your case to a case manager, now is the time to do so.
Best of luck,
Barry Fogel |
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Neil Dourado
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Oct 26, 2008 03:07:42 GMT
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HP dv9540us
Geforce Go8600 GS
Spoke to HP customer service
They told me that the 95XX series isnt covered under the limited service enhancement program and so I've gotta shell out 400-600 dollars to rectify a problem already identified by HP to be existent in earlier models.
I hope all the other people who've posted know that you can get a free service even if you are out of warranty...if your model is mentioned in the list identified as problematic by HP. |
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Jared Duke
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Oct 26, 2008 18:46:43 GMT
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I spoke with a case manager... He offered a "discounted" repair for $200... Was tempted, but then, would that really fix the issue? I chatted more with him, and he basically said that there were enough complaints from the AMD-platform systems with NVIDIA cards that it was worth issuing the extended warranty. He said that for Intel-based systems, there apparently haven't yet been enough complaints/issues. It's a numbers game, really. Once it reaches critical mass, we could likely expect something. If only we knew what the magic number was...
On a related note, Dell has issued the same for their systems:
http://direct2dell.com/one2one/archive/2008/08/18/nvidia-gpu-update-dell-to-offer-warranty-enhancement-to-all-affected-customers-worldwide.aspx
Note they do not make a distinction between intel or amd platforms... As it turns out, similar faulty GPUs are to be found in just about every laptop manufacturer that used the same generation Nvidia card... |
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Rick Thibault
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Oct 26, 2008 19:09:06 GMT
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YES!!! My dv9230us died two days ago. I thought it was a hard drive issue and swapped my drives around thinking that would fix the problem, but it didn't. I called HP customer support this morning and they informed me that my computer isn't covered under the extended warranty they're offering due to the fact it's an Intel system, not AMD. Exact same problem as all the other posters on this thread. I can't believe HP is going to stick it to their customers like this when ther is a known faulty chip set in all of these computers.
Purchased:02/07
Died: 10/08
p/n: RP247UA#ABA |
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Joaquin Agatiello
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Oct 26, 2008 22:27:29 GMT
N/A: Question Author
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Jared,
Don't forget that AMD stands behind ATI...Nvidia's primary competitor...
I believe that OEMs extending warranty ONLY (so far) for AMD-CPU-based systems...makes AMD happy and still allows Nvidia/OEMs to control the damage and consecuences of assuming the responsibility for this BIG mistake....
Everybody, DON'T GIVE UP ON THIS.... |
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KeshavD
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Oct 27, 2008 06:23:50 GMT
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Hi
I bought an HP DV9335nr around July 2007. And i got the same GPU related error.
The only way i manged to keep my laptop alive is by uninstalling Vista and then installing Windows Xp and not installing the Nvidia drivers of the 7600 series. Moment I tried installing the drivers it wouldn't boot into the operating system and the weird colored line cropped again, so had to go through safe mode uninstall the nvidia drivers and then managed to get into the Os. This is a temporary fix and its pretty sluggish to work with. HP customer service have put their hands up saying it's out of warranty and i ought to take it to an authorized serivce center to get it repaired.
I am hoping this thread draws attention, as the fault lies in the manufacturing of these models. |
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Nate Hughes
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Oct 27, 2008 12:44:34 GMT
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I have a dv9334us and the exact same issue, ofcourse my laptop is not one listed so I am being told no warranty. I have not and will not accept that and am supposed to talk to a case manager.
symptom: black screen on boot with only the back light of the screen coming on. |
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Kippy Hudson
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Oct 27, 2008 17:33:06 GMT
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Pavilion dv9408nr
AMD
p/n:ga356ua
Just like all of you, our mother board crashed just two short months after our 1 year warranty went out. I called HP only to have some woman that I could barely understand, talk me into buying a one year warranty that would cover any hardware issues, including the mother board. She said it was on "sale" for $99, because of HP's "10 year anniversary". I repeated 3 times if the mother board would be covered, to which she assured me that YES it would. Sounded fishy, but I thought this is a big company, they can't lie to me. I finally talked to the comp tech and he then told me I bought $99 of phone service, to talk to them on the phone! No warranty, nothing! I was very irritated, but he refunded my money and I must say he was very helpful. Fortunately, my model number was covered and was fixed for free. 3 days later I received a box, shipped out our computer on a Wed. and received it back the next Friday. So far, so good... our laptop is very quiet too. Seems a bit odd. Keep fighting everyone. It seems rediculous we've all had this many problems! My question is, what will happen in another year? Did they just replace the mother board and the same thing will happen again?? And now my battery is dying... $140 a year now for that! Has anyone else had a problem with the battery? |
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Lance Waidzunas
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Oct 27, 2008 18:02:15 GMT
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All repairs that are being done are just swapping the old component for the same thing, just a little newer. The GPU will still contain the same defect. NVidia discontinued production of the GO 7600 a while ago. Repairs are covered by a 90 day warranty. Chances are the unit will eventually fail again, and once again we'll all have to fight with HP.
My unit is already started to show artifacting on the screen, and I've had my laptop back for just about a week and have put maybe 10 hours on it already. |
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Michał Liberek
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Oct 27, 2008 22:41:50 GMT
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Jokubas Valentinas
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Oct 28, 2008 01:23:10 GMT
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Erm, I'm not sure am I experiencing the same problem. I have:
dv9644ca
s/n cnf7366hym
p/n gs754u
GeForce 8600m
Intel Centrino duo
Yesteday it was still working good, this morning I started it and my monitor was blank. I waited, and just in case pressed 'enter' and heard that windows sound, so I figured it's a monitor. hooked it up to my desktop (just to make sure), and it worked, but my laptops screen was still blank. checked options, and it can't even find a second monitor. So I figured o well... died... I still have 2 weeks of waranty to fix it. Then I started looking around on the internet, and found all of those reports of defective hp laptops.
Then I figured I'll call hp, maybe they'll know something, talked to the guy for like an hour, and in the end he said that they won't fix it because that defect occurs only on AMD based HP... he says it definately my LCD :/ and now I find these forums :(
I had it for 11 and 1/2months... and 1500$ is A LOT FOR ME... i don't want to throw it away :(
But now it makes me wonder, is it worth it to take it to FutureShop and ask them to fix it ? or they'll just hold it for 2 weeks (that's all I have left for my waranty) and then give it back, and it'll die after a day or 2 again...? |
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Bradford Barnett
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Oct 28, 2008 01:27:38 GMT
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I purchased my HP dv9235 nr April 2007 and the video went out last month. I have tried to get something from NVidia and haven't heard back. |
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Bradford Barnett
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Oct 28, 2008 01:46:47 GMT
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I just wanted to correct and add more information about my system.
HP Pavilion
dv 9235 nr
S/N CNF702192W
P/N RP245UA#ABA
GeForce Go 7600 GPU 256 Mb Ram
Purchased 03/07
Died 08/08
Starts up but shortly after the LCD blacks out, attempted attaching to an external monitored and the display blacks out on that too. Lots of square blocks and lines on the screen. |
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Mike Barboza
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Oct 28, 2008 04:41:20 GMT
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I have the same problem with a Tx1120us!!! |
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RonKe
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Oct 28, 2008 05:02:33 GMT
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I have a 14-month-old machine and I am okay so far. Does it appear that the 8600 CPU with Intel processors are involved or just prior to 8600?
HP Pavilion dv9500t customizable Notebook PC (dv9500t CTO)
P/N RL643AV
Intel(R) Core(TM) 2 Duo processor T7500 (2.20 GHz, 4 MB L2 Cache 800MHz FSB)
17.0" WXGA+ High-Definition HP BrightView Widescreen Display (1440 x 900)
511MB NVIDIA GeForce 8600M GS
So the CTO means customized and not an abbreviation for CenTrinO (that was my guess!) |
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RonKe
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Oct 28, 2008 05:04:10 GMT
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That is RL653AV and not 643. |
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Brian Robinson 2
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Oct 28, 2008 05:32:48 GMT
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Purchashed my dv9339us from Circuit City in June 2007. Video died in August 2008. Not on the magical replacement list.
dv9339us RV121UA
Intel processor
GO 7600 video processor |
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KeshavD
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Oct 28, 2008 05:40:41 GMT
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MY details
Laptop Model : Hp Dv9335nr Rv116UARA
Processor : Intel Centrino Duo
Bought from : Fry's Electronics
Date : July 2007
Died : October 2008
Graphics Card: GeForce Go 7600 |
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Barry Fogel
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Oct 28, 2008 05:56:27 GMT
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Ronke,
It looks like the 8600 chips fail just as often as the other models.
My best advice is to backup everything all of the time.
To me, and I'm sure the others who have been dealing with this for a while, you are operating on borrowed time.
When the video goes, and it will, you will not be able to get to your files.
When your computer goes to HP, the hard drive will be erased and re-loaded as when new.
As far as complaining to HP, I'm not sure what that will do for you except perhaps get your name in the system for the inevitable day HP is forced to reckon with the Nvidia issue.
HP, at this point, is denying extended warranty service to all of us with Intel based computers.
The repair runs about $400 and from what I can gleen, the repaired computer will have exactly the same problems as your old unit.
Regards,
Barry Fogel |
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Charles Rodriguez
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Oct 28, 2008 08:17:21 GMT
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dv9230us
PN: RP247UA
Intel T5500
GeForce 7600
Already replaced motherboard through 3rd party using HP parts (HP would not fix it since warranty is out). Worked for 2 months and now it's starting to show pixelated lines on screen again, so it won't be long until GPU dies.
By the way, I'm deployed to the Middle East, there's 4 guys in our platoon with dv9000 series laptops and, guess what?, all 4 of them are out of commission due to faulty GPUs. |
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larrylvnv
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Oct 28, 2008 09:16:00 GMT
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I've got a pavilion dv88113cl with AMD cpu, and Radeon gpu card. So it appears this is probably not a video issue. I've got same type of lines, second one just appeared. |
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Anoop r
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Oct 28, 2008 09:38:44 GMT
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Hi
Same problem for my laptop last week.
Hp Pavilion dv2197ea.
product number RR092ES#ABV
GPU = Nvidia Gefore Go 7200
Processor Intel Centrino T5700
what is HP doing abt this? |
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DavieDe
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Oct 28, 2008 10:01:00 GMT
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Laptop IS dv2000
p/nRN065EA#ABU
ITS AN INTEL PROCESSOR |
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DavieDe
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Oct 28, 2008 10:26:16 GMT
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Checked and it was purchased in feb 06 and failed in april 07
think its the 7800 GPU cant remember |
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RonKe
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Oct 28, 2008 17:58:59 GMT
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Barry Fogel,
Thanks for the information and taking the time to reply.
I live in a very hot climate and I keep my Notebook sitting on 5 or 6 plastic bottle screw caps positioned where the "nubs" are on the bottom of the computer so there is plenty of room between the table and the computer for good ventilation.
I know that will only marginally help, but my dv9500t has never gotten "hot to the touch" as described by some users. My summer temps at my computer workstation can run as high as 100 degrees and sometimes higher. I use a small 12-volt DC fan to blow air across my satellite modem, power brick, and sometimes direct another fan in the space I created between the computer and the table or the Expansion Base platform I most often have my computer sitting upon. I use double-sided carpet tape to keep the bottle caps in place on the sloping surface of my Expansion Base.
I went with HP because I thought it was a reputable and trusted company. However, they are unfairly treating their customers on this NVIDIA GPU failure.
Thanks again, Barry. Responses and follow-ups make a forum such as this work for everyone. |
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Barry Fogel
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Oct 28, 2008 18:26:16 GMT
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Ronke,
Sounds like you are doing everything you reasonably can to keep everything working.
Towards the end of all of this, I purchased an inexpensive laptop cooling pad from Costco for about $20. It does what your setup does, runs off of USB power and is very portable.
It seems like most of us start having the problems right about in the time period that you are in, + 0r - a few months.
Mine started with some strange errors about Host processes from windows and loss of wireless conncectivity. Then it progressed to the laptop running even hotter, too hot under my laft hand to keep my hand on the computer, forget having it on your lap.
Then the screen problems started. At first it would just go black, then it started with the fuzzy verticle lines in groups of boxes.
Initally restarting the computer would bring it back, then I would have to let it cool off for increasingly longer periods of time, even overnight to get it to come back.
All the while, I kept going to HP's website and tried all of their patches and bios upgrades.
I can't even begin to count the countless amount of hours wasted trying to fix it myself.
Before I started reading these forums, I thought it was Vista or something that I had done wrong.
When my computer finally died, I called HP and they told me that my computer was not on the list of "affected models" and that my computer was 16 days out of warranty.
I was able to make backups of my important data during a 4 or 5 day period of my computer coming back to life and dying before it finally died for good.
If your computer starts showing any signs, I found that if you switch your power settings down to power saver mode, it will increase the amount of time between shutdowns.
However this only works so long before it will die. |
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RonKe
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Oct 28, 2008 18:40:23 GMT
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Barry,
Thanks for this tip and the other information:
"Towards the end of all of this, I purchased an inexpensive laptop cooling pad from Costco for about $20. It does what your setup does, runs off of USB power and is very portable." |
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Kevin J Jennings
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Oct 28, 2008 21:56:46 GMT
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RonKe,
Yours is the only GPU that nVidia has actually said is problematic. See this page and all the corresponding links in the article.
http://www.theinquirer.net/gb/inquirer/news/2008/07/09/nvidia-g84-g86-bad
What is most disturbing is the fact that nVidia is not releasing information on all of the GPU's that are affected. It may be through those links in the article, or I read it elswhere, that nVidia's 55nm process is also faulty, which means that all of their NEW GPU's (9000 series) are affected as well...try to get a laptop that doesn't have an nVidia card, and you will see the depth of trouble they are in financially...especially when you consider all of our 7000 series are obviously affected as well! If they confess to all of the previous series GPU's having problems, it would bankrupt them. So now you see why we are in the situation we are all in... |
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Kevin J Jennings
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Oct 28, 2008 22:03:17 GMT
Unassigned
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Wendy Kelly Buddenbaum
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Oct 28, 2008 22:58:03 GMT
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Pavillion DV9500t
Intel T7500
GeForce Go 8600M GS
13 months old and screen went black, fans still spinning in overdrive. I purchased a two year warranty, so free fix - this time. I was so proud of this laptop and showed it off to everyone...
Replacing with the same parts means it'll happen again. If these are failing in 13 to 18 months, we will be back here in 13 to 18 months complaining again.
nVidia is paying HP, why isn't HP doing a recall? http://www.networkworld.com/news/2008/081308-196m-should-cover-costs-of.html If nVidia is paying HP, where's the $$ going? |
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RonKe
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Oct 28, 2008 23:04:56 GMT
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RonKe
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Oct 28, 2008 23:24:47 GMT
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K Jennings & Wendy B.
Thanks for those links.
The Nvidia CEO says of the one-time warranty charge of US$196 million:
"Obviously, this isn't something that we absolutely need to do but we stepped up to do it because we think it's the right thing to do," he said.
Gee, fella thanks for nothing.
"About 360 people worldwide will lose their jobs by the end of October, Nvidia said" |
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Jodi LeDoyt
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Oct 29, 2008 01:40:48 GMT
Unassigned
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HP pavillion dv6500
s/n: CNF74628RP
p/n: GS684UA#ABA
Service: dv6609wm
warranty 1 year
nVidia GeForce 7150m/nForce 630m
~~~I bought my laptop this past January (2008). I've never been able to update nVidia since the first update became available. I didn't think anything of it because nothing was going wrong. Videos played fine and what few games I played; no problem. Here it is 10 months later almost to the date of purchase.
~~~This is a small list of issues that started ONLY 3 days ago: first thing that happened- screen froze and then turned into centimeter width blue lines with some yellow too-then it was a checkerboard of colors; now the screen goes black with just the backlight-sound stays on; the cursor reappears on the black screen which flashes to the normal screen then back to black(several times); when it gets back to the normal screen it displays an error bubble saying the driver isn't working properly (no kidding!); the video starts again then my system does the phantom reboot without warning.
~~~It doesn't overheat-never has. Since I don't have tv I watch it on the net. My laptop doesn't start going bezerk until a good 2-4 hours into watching videos.
~~~The nVidia site tells me I need to update through HP and the HP site tells me to update directly from nVidia. I can't go back in the update list and try them again; it won't let me. Ever since the nVidia shenanigans eveything I do is delayed; from opening a new window/tab/file to typing(80% of the time).
~~~I sincerely hope HP will step up and do something. nVidia contributed $196 million(Aug. 2008) of their revenue to fixing these problems....Why exactly should this cost me or any of us money? Oh that's right..because HP doesn't bring in enough each fiscal year. I really don't think fixing this obvious problem will break the bank. |
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Jodi LeDoyt
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Oct 29, 2008 02:27:03 GMT
Unassigned
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new issue almost as soon as I posted the above...screen turned off completely(no backlight) then came back with everything super huge; froze; went to black again; came back on normal. |
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Barry Fogel
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Oct 29, 2008 03:13:57 GMT
Unassigned
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Hi Jodi,
You are at that (bad) magical point now.
Once it starts doing what you are describing, it will fry out shortly, for good.
STOP WHAT YOU ARE DOING!
BACKUP YOUR FILES!
See my posting earlier today (Oct 28, 2008 18:26:16 GMT) for some ideas to keep it running a little longer.
Start calling HP in the morning to avoid speaking with India tonight.
Be polite but insistant that you must be elevated to a case manager.
Be polite and insistant again, explaining that although your model is not on the list of affected models you must deal with a case manager.
HP's first tier support will tell you that there is no level higher than them and that if there was, you would recieve the same answer, you must keep at them and hammer to speak with a case manager.
Once with a case manager, (trust me, polite and very insistant works the best), insist that HP perfrom the repair for free becasue of the faulty Nvidia chip.
The case manager will most likely feign surprise that you are having a problem with the Nvidia gpu, no one else complained, and will never admit that it is the cause, but they will perform the reapir for free, eventually.
It might take a week or a month, but you will get it done. |
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Jodi LeDoyt
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Oct 29, 2008 03:52:45 GMT
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Hey Barry,
Thank you. I'm definitely going to call tomorrow. I'm wondering if, since I purchased an extended warranty, wouldn't this be covered? Especially since nVidia admitted they've got issues with the GPUs.
Maybe since I have the warranty.....my laptop "accidentally" fell out of my bag and down some stairs or something. |
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Barry Fogel
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Oct 29, 2008 04:00:56 GMT
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Hi Jodi,
My guess is your warranty should take care of it.
No need for that accidental fall.
At this point I don;t know if will do any good, but if you're up to it, explain (over and over) to the nice people that you understand that the repaired units have the same issues (they really do, even failing sooner than the old ones) and that you need like to speak to a case manager about "another resolution". |
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Mihir M
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Oct 29, 2008 10:03:32 GMT
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Add one more person to the list who is disappointed with HP's customer service. I also have dv9000 notebook. This thing can literally cook a whole meal - it gets that hot. And few days ago the whole thing fried. Of course my p/n is not in enhanced warranty list but does use the defective chips. Having lived in Palo Alto/Stanford area, I used to be a big fan of HP, its ethics, care of their employees and philanthropy. I think it is a case of penny wise pound foolish. They will lose a life long customer if they do not stand behind a produce that is just 13 months old and obviously includes a defective part (the cause of all issues).
s/n CNF7170LM6 |
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Mihir M
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Oct 29, 2008 10:09:32 GMT
Unassigned
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HP Pavilion dv9200 CTO Notebook
p/n EZ345AV
s/n CNF7170LM6
motherboard and display gone because of excessive heat after 13 months (don't have receipt so have rely on HP's records). |
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gregl
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Oct 29, 2008 10:42:13 GMT
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Same here.
have a dv9000 (staes dv9008x on tag)
PN: RE132PA#ABG
Brought in Jul 07 for $2200
Died in Sep 08, black screen
Out of warrenty
Had HP deal check it, wanted $1300 to replace screen.
Said no.
Brough a new screen (Ebay, $240)
Installed it.
Worked for 5-7 minutes.
Black screen again. |
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Erik Levinson
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Oct 29, 2008 20:31:23 GMT
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I have a dv8000 with an Nvidia GeForce Go 7600 GPU and Intel chipset. I got it in January 2007. GPU died in June of 2008. Just woke up one morning and the screen was black. Booted to safe mode with an external monitor but everything was garbled. Luckily I bought the 2 year extended warranty and I was able to get a new mobo on the vendor's dime. Unfortunately like many others have stated, I just traded a time bomb that exploded for another one ticking. It seems that my new GPU is starting to show the infant signs of failure. I have been getting numerous BSOD moments while playing games online. Have been playing WoW for a few months now and it can't run at all without locking up my machine with a BSOD requiring a hard reset. It started with just a few lockups where the screen froze for a minute then I would regain control. They continued to get worse and worse to now where I can sign in but as it loads it just freezes to a BSOD with a nv4_disp.dll infinite loop error. Got some custom drivers, since Nvidia nor HP has released any since 2006, and a cooling fan and I am just hoping for the best. I guess it's only a matter of time before all other functionality is gone. Thanks HP and Nvidia you guys are the best. |
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RonKe
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Oct 29, 2008 20:56:33 GMT
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This is a major worldwide (?) problem for Nvidia and the companies who use their GPUs. Someone is likely to take other actions if Nvidia and the other companies do not *make it right* for their many customers who are completely blameless in this epic hardware disaster.
We all want the companies involved to succeed in business but they MUST help their customers as a result of the companies' MISTAKES. |
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Wendy Kelly Buddenbaum
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Oct 30, 2008 00:53:08 GMT
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RonKe, it looks like we have the same laptop. Mine is HP DV9500t CTO/Intel Core 2 Duo T7500 (2.2GHz/4MB L2Cache)/17.0" WSXGA+/511MB NVIDIA GeForce 8600M GS. I also have RL653AV on the bottom. I updated my BIOS months ago to the one that kicks on your fan almost constantly. I have spacers under the laptop. I clean out the fans every now and again. I don't ever cover up the vents. I don't game, I do run dvd's.
These were expensive machines. I don't even know what brand to replace this with when it fails. I used to trust nVidia & HP...
Do you goto NotebookReview.com ? There's lots of complains in HP's section about nVidia graphic cards. |
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RonKe
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Oct 30, 2008 03:08:38 GMT
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Hi Wendy,
Yes Ma'am, we do have the same computer. I am very careful with my Notebook although from your statements of vent cleaning, you have done a better job than I have done.
I did visit the NotebookReview site once from a reference to it on this forum; it is a good, informative site.
One major computer maintenance I DID NOT perform was Flashing My BIOS. I learned from Intel that BIOS flashes should NEVER be performed except as a last resort. They make the chips/processors, etc. and they put that statement/warning on their website regarding their own Intel products.
I read the HP reasons for flashing the BIOS in my machine and I declined to do so because I was NOT experiencing any of the symptoms stated. I still have the original BIOS ( F.08 A ) I am 8 BIOS flashes behind on my Vista 64-bit machine with the Intel Processor!!
Like many people, I rely *heavily* on this expensive computer and I am angry at HP and Nividia. I rarely watch TV (only get 2 "snowy" stations) and use the Internet to get the bulk of my news, information, and MSNBC type video feeds. I NEVER play games but I occasionally play DVDs and watch many streaming news videos.
Thank you for the confirmation that we have the same machine. Unlike you, I did not purchase a 2-year warranty. I take excellent care of the products I purchase and I still have the 1972 Chevy pickup I bought as an young Army recruit. However, today's computers are NOT considered durable goods and that must change.
Good luck with your GPU warranty fix and please keep us apprised of how your repaired machine is working. |
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ez dee
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Oct 30, 2008 06:41:07 GMT
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I bought a refurbished DV9628NR on sep/08/2008 and it started showing signs of GPU issues. It has a NVIDIA GeForce Go 7150M (UMA)Graphics card.
I contacted supported... they gave some bios updates and driver update. Now my graphics hardware seems downgraded...
This is really PATHETIC that HP is selling the bad GPU as refurbished...
p/n: GS720UAR#ABA |
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KeshavD
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Oct 30, 2008 07:40:54 GMT
Unassigned
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DavieDe
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Oct 30, 2008 08:27:10 GMT
Unassigned
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Glenn Pallesen
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Oct 30, 2008 10:36:46 GMT
Unassigned
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One from Australia - 16 months old
HP Pavilion dv9203TX
p/n:RU876PA
nVIDIA GeForce Go 7600
intel Centrino Duo
Display progressively erratice over a 4 day period and now dead.
Cheers
Glenn |
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Basil Tungekar
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Oct 30, 2008 11:48:24 GMT
Unassigned
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Pavilion dv8000 or is it dv8396ea
GeForce Go 7600 GPU
CPU type Intel
Failed after 1 year warranty was over!
I bought a USB harddisk caddy for £8 and copy the data off hence saved my files, but the graphics card are no better. |
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Dimitrios Korres
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Oct 30, 2008 15:51:17 GMT
Unassigned
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I also have Nvidia GPU problems!!
Model : DV9207us
Processor: Intel
Graphics : Nvidia GeForce 7600 GO
Problem : Black screen after boot.
My pavilion is dead!
I cannot run the recovery dvds. No access to bios and safe mode. No display, only the blue buttons and the fun work.
My notebook does not start!!
We need a quick solution. |
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DavieDe
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Oct 30, 2008 16:12:19 GMT
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Iv had my issue taken on by a case manager so we will see how it goes |
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Wendy Kelly Buddenbaum
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Oct 30, 2008 16:36:01 GMT
Unassigned
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Dimitri,
I had similar prob, no video, but the laptop was on (power light). External monitor = no video. I got a replacement motherboard and they did NOT reformat.
However, you're right to want to do a backup. Pull out the power cord and the battery. Undo the plate that covers your harddrive and remove it. Insert the hard drive into an external 2.5" HDD Enclosure. I had to call around, Best Buy, Office Depot, Circuit City, didn't have them. I'm in a small town, no mega electronic store. Local repair shop had one for $30.00. Nexstar SX was the model, but many will work. Just let them know what you are doing and they can advise you on the best external enclosure, but it shouldn't cost more than $30. |
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Charles Grimes
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Oct 30, 2008 20:05:43 GMT
Unassigned
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Add my dv9207us model# RP282UA !
CPU: Intel T2250
GPU: nVidia GeForce Go 7600
June 2007 Bought laptop
July 2007 Motherboard replaced (wireless problem)
Sep 2008 Video died (3 months out of warranty) |
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Jeff Chang
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Oct 30, 2008 22:03:20 GMT
Unassigned
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I also have the dv9207, Intel CPU, and Geforce Go 7600. It was purchased May 2007 and died September 2008. Of course, no warranty and not on the extended service list.
I just got off the phone with HP. They said that only the dv2000 and dv6000 with Nvidia graphics problems are currently covered in the extended service plan, but I was able to talk to a supervisor that said that he would talk to the hardware department to see if the dv9000 with Nvidia graphics card problems should be included on the extended service plan as well. I referenced this forum, stating that the majority of these posts are for problems with the dv9000. I'm supposed to hear back from him tomorrow. |
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KeshavD
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Oct 30, 2008 22:13:51 GMT
Unassigned
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Hi Jeff,
Could you tell me which number you called and who you spoke to.
Thanks in advance. |
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Jeff Chang
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Oct 30, 2008 22:20:12 GMT
Unassigned
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KeshavD,
I don't know the number. I actually called the general service/help number; they forwarded me to what seemed to be a more technical person, who then forwarded me to his supervisor, who acknowledged the issue and said he would talk to his hardware team and get back to me tomorrow. |
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Kevin J Jennings
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Oct 30, 2008 23:53:17 GMT
Unassigned
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You guys have to see this one (if you haven't already)...
http://www.pcpro.co.uk/news/news/220971/
If this doesn't make you laugh or make you steaming mad about all this, I don't know what will. What is nvidia handing out? And if there is truth to this article, and what the nvidia spokesperson says about leaving it up to their business partners, then we can all up simply to HP's unwillingness to part with some $$ to make right that which is a blatant wrong. |
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Kevin J Jennings
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Oct 30, 2008 23:56:19 GMT
Unassigned
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RickyG
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Oct 31, 2008 09:44:03 GMT
Unassigned
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Add me to the list!
HP Pavilion dv9339us
Bought: July 2007
Died: October 2008
Cost: $1300
My thoughts on this: Priceless
Same problem as everyone else in here, heard a few beeps and poof, it went black. Everything else starts up fine and all the little blue lights go on, but no video. And of course, no warranty, plus I hardly ever used it. Must have put 200 hours total use before it died. This is Nvidia's fault, not mine. I will definitely be calling Hp. |
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Marne Lever
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Oct 31, 2008 10:27:21 GMT
Unassigned
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HP 9500NR LAPTOP, NVIDIA 86OOM GS.
INTEL DUO
Purchased August 2007....Crashed and died...'won't restart' yesterday 30 October 2008.
Somewhat 'gob smacked' to have gone on line and discovered how bad this problem is!...Even more horrified that i think I'm on HP'S own web site and finding a whole lot of unhappy customers! I have not even begun to approach HP about my problem, and I'm already getting the feeling it will be a waste of my time! Never the less I have no option but to persue the issue, for without my laptop currently unemployed and lack of funds to replace it....I'm really 'up the creek without a paddle'.
Surely a company as massive as HP have the resources and Integrity to make right what seems to be a common problem.
Anyway, about to start with Customer care, so let's see what happens? |
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adam eter
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Oct 31, 2008 14:28:19 GMT
Unassigned
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hp dv2308tx with nvidia geforce go 7200. screen wont turn on and get 1 long and 2 short beeps. done some research, Guess what! its the gpu |
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Ash Jolliffe
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Oct 31, 2008 15:12:56 GMT
Unassigned
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I have a dv9050ea here. Total fail of the card (Go 7600)
Hp have simply told me that it's not under the warranty extension program so therefore it could not possibly be the same fault. Theres no way that mine is affected...
Not very comforting to know that theres nothing they can do for what is now an oversized paperweight.
Has anyone had ANY success with these people? |
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GatorGuy Mount
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Oct 31, 2008 15:30:28 GMT
Unassigned
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A friend of mine described her problem (she has nearly 0 expertise in IT). I found this thread the other day and thought I saw where someone was collecting s/n & p/n and addl info. Her P/N is EW680AV and is one of those listed that was affected.
Thanks--John |
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RonKe
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Oct 31, 2008 15:32:02 GMT
Unassigned
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Thanks to Kevin J. for this information posted above.
This is a 'must read' and there are many links to the Nvidia Graphics Processing Units' (GPUs) failure in several large companies' computers.
"By the way...here is another site for all of us..."
http://www.mynvidiafail.blogspot.com/ |
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GatorGuy Mount
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Oct 31, 2008 17:46:10 GMT
Unassigned
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RonKe, thanks for the info. I'll stay with this thread to see if there are any updates. John |
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Lafondue
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Oct 31, 2008 18:19:59 GMT
Unassigned
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Model: dv6353eu
p/n:GF661EA#UUZ
Cpu: AMD Turion 64
GPU: NVIDIA
Bought: Feb, 2007
Died: March 2008
RIP |
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KeshavD
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Oct 31, 2008 21:51:02 GMT
Unassigned
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Hi
just wanted to inform that yesterday i called HP help line and they were very helpful. My call was escalated to the case manager without me even asking and they were pretty prompt at understanding my problem . I explained the situation and pointed out at this forum as well. Spoke to Jason Wales, the area manager, who was very helpful and he said that he would fix up a one time repair and service free of cost. He did mention that my particular model was not covered in the extended service program, but would be glad to still help out.
Am waiting for the shipping box to arrive now. :) |
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RonKe
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Oct 31, 2008 22:14:29 GMT
Unassigned
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Sounds good, thanks for your update regarding a resolution to your problem computer.
Perhaps HP is realizing that they must treat their customers right, given that this was NOT the customers' fault in any way whatsoever. |
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Ash Jolliffe
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Oct 31, 2008 22:25:32 GMT
Unassigned
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Unfortunately it sounds like the US offices have the right idea. However over here in the UK I spoke to someone who was apparently fairly high up who told me that even though my laptop had developed the same fault, it wasn't on their list of machines so it would not be repaired under the warranty extension program. This was after both HP's technical team and Nvidia support agreed that it was the known issue.
They refused accept that the fault was in any way similar to the known issue, and so it looks like for the moment I will be stuck with a useless laptop. |
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Kevin J Jennings
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Oct 31, 2008 23:31:18 GMT
Unassigned
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KeshavD,
It's great that you found a case manager willing to help. I also found one willing to help who agreed that my motherboard should be replaced. However, bear this in mind: what are they replacing it with? You do realize nVidia probably isn't going to whip up some Geforce Go 7600's manufactured with a new die/packaging process, right? So what do you think you'll get?
When my case manager agreed to fix my laptop and I posed this question to her, she went so far as to send the question on to the engineers...but I haven't heard back from her for over a week now.
With regards to the "magical list" of pavilions covered by the extended warranty...let's think this through: only laptops with AMD processors are covered, right? Do you think that really matters when it's the same GPU that's at fault? Heck, no! You have to think about market share and saving face...What percentage of pavilions were made with AMD cpu's vs. Intel cpu's? Maybe 10%...20%...? HP can offer an extended warranty to those owners, put that in the press to make it look like they are "taking care of their customers" and save face to the public...all the while pushing the majority of problematic laptops to the wayside so that they don't have to spend so much money on this issue. Unless, of course, you raise enough of a stink on the matter, then, they tell you, "You know, your laptop isn't listed, but to show you how caring we are: we will fix it up for you this time". They throw in the same GPU from nVidia so your laptop will work for a while, and all is well and good as far as you are concerned.
Like I said before, try to get a laptop without an nVidia GPU. It can be done, but it's pretty damn hard to find. |
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Felipe Souza
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Oct 31, 2008 23:36:34 GMT
Unassigned
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I'm with you, guys.
My notebook is a Pavillion dv9500 (dv9580us) and I got the same symphtons most of you got: defective wireless connection, chassis heat "by touch", graphic card crashes and, about one month ago, it died.
I'm still under warranty, but I've to figure out some way to pack it from Brazil to the support without spending a fortune with FedEx
They owe us some position. I want my laptop fixed! We have the right! |
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Alex Scheberl
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Nov 1, 2008 21:43:14 GMT
Unassigned
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dv9000
s/n CNF7072WLG
p/n EZ345AV
Overheated a few times, got dll error, now only boots in safe mode with external monitor. Took to a repair shop and jointly came to conclusion that it could be GPU, now that I found this thread I have no doubt. Only question left is whether to punt on HP and NVidia or try to get it repaired for free. |
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Paul Inventado
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Nov 2, 2008 08:00:49 GMT
Unassigned
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Hi guys,
I have an HP DV2725TX with an NVIDIA GeForce 8400. Unfortunately my model is not listed for extended warranty but am experiencing the same problems.
The lower left part is always turning hot and reaches up to about 90C. Eventually, it had multiple screens and couldn't boot up in Vista. I got it fixed about 3 weeks ago. When I asked what was wrong, they just said they had to change the system board. Same problem, still very hot. And the bad thing is it's starting to act up again. Right after turning it off, when I try turning it on, it's just a black screen.
I'm lucky I still got warranty until March next year but that doesn't save me from the problems it will have after that.
What's weird about it is, let's say they change the board every time I get it fixed. With the number of times that happens while in warranty won't that just amount to some value which they could have used to give me a new one?
Also really saved up for this but unfortunately got unlucky for the model. |
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Ash Jolliffe
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Nov 2, 2008 12:19:39 GMT
Unassigned
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Alex,
Nvidia are very helpful, but they can't actually do anything. I emailed them and they agreed with me that it is the known fault, but that I have to get it repaired through HP as the laptop is an HP. However, HP are unwilling to take this into account, even after I explained to them that Nvidia have stated it is the known issue, they have not listened and said that was "irrelevant"
Good luck... |
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Joaquin Agatiello
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Nov 2, 2008 13:51:26 GMT
N/A: Question Author
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Ash, we are HP customers so we have to deal with HP about this problem...Is up to HP how to deal with their suppliers...in this case NVidia.
Nevertheless...Nvidia is STILL UNWILLING to make public a comprehensive list of its DEFECTIVE GPUs...
Today, a month after this thread was started...I wish to acknowledge and thank you all for posting to this thread...Sadly, this is the fastest growing and still hottest thread of the HP Forums website...with more than 240 replies.
DON'T GIVE UP ON THIS.... |
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Ash Jolliffe
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Nov 2, 2008 14:17:52 GMT
Unassigned
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I know we have to deal with HP, but what I meant was - even with Nvidia agreeing that the product SHOULD be covered by the warranty extension as the GPU is faulty, Hp are still ignoring this.
So was saying that Alex probably shouldn't bother trying to contact Nvidia, as it won't help. |
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Rosti Bagorio
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Nov 2, 2008 22:30:55 GMT
Unassigned
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After sending my dv6000 laptop in for repair on Oct 20, I got it back yesterday. They replaced the motherboard, HDD erased, and there are 2 distinct gashes on the silver lining of my laptop where the headphone/mic jacks are. The computer works now but it gets hot really fast everytime I turn it on. I took a regular thermometer and placed it under my laptop. It was 101.3 degrees F. If it gets this hot everytime I use it, I think it'll die sooner than the first time. Anyone who had their laptop repaired having the same heat issues? |
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Paul Inventado
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Nov 3, 2008 00:42:02 GMT
Unassigned
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I got the same issue. It took 6 months before it showed problems in the LCD when I bought it. Then I got it fixed about 3 weeks ago and it's now showing the same problems. So I guess it doesn't only damage the system board? It hits something else in the process or something? I'm not an expert at that though hehe. |
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Liz Allen
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Nov 3, 2008 04:51:47 GMT
Unassigned
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I have a dv2500, which also says dv2000 in the top corner of my display...so it SHOULD be covered by the extended service enhancement thing, but is not listed. GOODY.
I bought this laptop 1 year 4 months ago. It has the 8400 card in it. I wrote HP just today about the issue and the response I got back?
"Elizabeth, even though your HP pavilion notebook has a NVIDIA GeForce 8400M GS graphics card, I am sorry to inform you that HP does not have any repair option available for issues pertaining un even shutdown related to these notebooks.
Also, as a technical support executive, I do not have any authority to provide a free repair option for notebooks that are out of warranty. I apologize for this inconvenience. However, please do let me know, if I can help you further. Also, we are committed to help you with any other questions or issues you may have about your product." |
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Rosalie Sterner
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Nov 3, 2008 16:14:47 GMT
Unassigned
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About 2 months after my warranty expired, I turned on my Pavillion dv9235nr with NVIDIA G7600 and my lcd was black with vertical lines. Because of a bad experience dealing with HP techs on another computer, I had it repaired locally. The motherboard was replaced 3 1/2 months ago at $450. Two days ago, I turned on my computer and had a black screen with vertical lines again. After reading somme of the messages posted here, I'm thinking the NVIDIA GPU might have caused the motherboard to go again. I paid $1500 for the computer plus $450 to have it repaired once and of course the warranty period for the repair has expired. I'm disgusted! |
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Ash Jolliffe
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Nov 3, 2008 16:50:05 GMT
Unassigned
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Just an update for anyone here in the UK, (not sure why you would be... but I am, so might as well)
I just phoned up HP and the woman that answered feels that my laptop IS covered by warranty, so I'm not sure if anything has changed, so my advice is just to keep phoning up. Also, reference this forum - I think it just depends on who you answers the phone for you. |
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Rosalie Sterner
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Nov 3, 2008 17:28:36 GMT
Unassigned
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Forgot to mention that I have an Intel Centrino Duo processor and I also was told my customer support that I wasn't on the list and that it sounded like the problem was the video card (duh) and it would cost me $398. |
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Rose Liner
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Nov 3, 2008 18:40:43 GMT
Unassigned
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Rosalie Sterner, I have the same computer as you, paid the same amount. I got the black screen and lines after 16 months. You have the same Nvidia problem. Escalate this to a customer support person. Let them know you have a defective chip problem, whether your p/n is on the list or isnt.
I was given the extended warranty once I spoke to California and explained. Dont waste your time with the techs outside the country |
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John Yager
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Nov 3, 2008 19:08:05 GMT
Unassigned
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I think the solution here is, when you send it back for repair(which usually means a new motherboard), DO NOT have the Nvidia graphic card (re)installed, use the on board graphics. I use this for pro music production...and don't care about graphics. This is if kyou want a PC working on a long term basis. |
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Vince Burbes
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Nov 3, 2008 19:58:16 GMT
Unassigned
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Have HP Pavilion dv9500t CTO Notebook PC, with the nVidia 6800 GPU chip. I bought the laptop 8/07 and it died 10/08 2 moths after the warranty ... great. Still have not had any luck with them offering the fix the problem for free becuase its not on their "problem laptop" list.
Paid 2000 for it . |
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hlangston
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Nov 3, 2008 20:35:46 GMT
Unassigned
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Service tag: DV8120cl
P/N EA399UA
Video will not work now but just a few minutes in safe mode. |
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Liz Allen
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Nov 3, 2008 21:08:55 GMT
Unassigned
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Oh and to add to my last post...
I came to HP because I trusted them after buying a PC through them (which still works fine 3 years later).
I spent MORE money through HP for my notebook because I was a loyal customer. I could have bought nearly the same computer through BestBuy or CircuitCity for a couple hundred LESS. But I came to you guys, because I felt you were more dependable than a retail store. |
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Michał Liberek
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Nov 4, 2008 02:53:24 GMT
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Ash Jolliffe, can you please tell me the number under which you have contacted with HP? But if its dv9050ea- your laptop is on the list... |
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Fred Blackwelder
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Nov 4, 2008 14:44:32 GMT
Unassigned
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HP Pavilion dv9000z
PN: EZ345AV SN: CNF7191YJN
Intel CPU
Nvidia Geforce Go 7600
Purchased 5/2007 Display Died 9/2008
Not covered by Extended Warranty given By HP due to Nvida failures. They say there are no problems with Nvidia Geforce Go 7600 on Intel motherboards. |
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Ash Jolliffe
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Nov 4, 2008 15:35:29 GMT
Unassigned
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I have contacted Hp on 0844 369 0369 several times. Every time, they claimed it was not on the list. Although the 9000 series is included in their list, they were claiming that my Product Number excludes me from the repair program. |
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Paul Inventado
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Nov 4, 2008 15:36:41 GMT
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I was wondering ... since most of the problems are rooted with the faulty NVIDIA card anyway, would it be possible if you got the system board replaced with an onboard vid card instead of the NVIDIA card?
Anybody tried this? Thanks! |
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Sharad Kabra
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Nov 4, 2008 18:37:03 GMT
Unassigned
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Hi exact problem
dv9030us
nvidia geforce go7600
intel processor |
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matt mcnulty
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Nov 4, 2008 19:26:09 GMT
Unassigned
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Hey all, I'm not going to lie this was the most help i received any where. I just got off the phone with an HP case manager she went through the whole thing saying my model didn't appear on the list. I have a 9540US but when i referred her to this message board and read off some of your posts she quickly began understanding there are alot of us out there with the same issue and that it was not isolated to the 92-9400 series. She told me she was unable to put that the 9540us was having the exact same issue as the defect because if it was put in the system it would have to be added to the press release.. Instead she said she was putting my problem as a courtesy repair. The number i called put me directly to the case managers the number is as follows 877-917-4380 ext 08 I spoke with a deborah brown she was very helpful and even came on to this forum and read some of your posts. use this as a bit of leaverage it helped me alot. I really hope this can help some of you.
Matt |
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Joe Baroody
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Nov 5, 2008 01:57:21 GMT
Unassigned
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i have an hp pavilion dv9225us and had the same problems as you guys. My first problems occured back in winter of 07 when i sent it in for repair, while it was still under manufacturers warranty. I am now again having the same situation with my laptop with a black screen. I have 2 personal friends that had the same issue and were issued new laptops that were better than the ones previously owned. I am aiming for the same outcome, am i being to greedy? i spent
$1300 on this laptop and have to have it repaired for a 2nd time by HP. The first repair did not include a motherboard replacement. I called HP today and talked a case manager named rodney harrison, who spoke to me like i was a moron and had no idea what i was talking about. He said i will only be able to get a free motherboard replacement, but considering my close friends got laptop replacements from HP that were better than what they had i feel i am entitled to the same outcome. I didn't pay this ammount of money to have a laptop fail twice in nearly a year. |
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WayneSallee
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Nov 5, 2008 03:35:35 GMT
Unassigned
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Hey, check this video out on how to repair the video card on the motherboard with a heat gun.
http://www.youtube.com/watch?v=vR8L3B3eDr0
Then you're motherboard will be good as new, for what that's worth, since it will probably behave like a new bad board, work for a while, then start showing symptoms, but at least it can be done without sending in the laptop to HP.
Wayne Sallee |
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edc
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Nov 5, 2008 13:02:50 GMT
Unassigned
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Model: dv9000
P/N:ez345ay
Cpu: Intel Centrino Duo
GPU: Geforce Go 7600
Bought: april, 2007
Died: July 2008
After some arguing with customer support, HP agreed to free repair.
Upon return, Notebook died within 2 weeks
HP agreed to free repair
upon return Notebook died right out of the box.
HP agreed to free repair..repeatedly refused to replace notebook but said next failure will qualify for free replacement.
Received repaired notebook beginning of October. It's lasted nearly 1 months so far. SO FAR.... |
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johnfrench1
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Nov 5, 2008 13:22:40 GMT
Unassigned
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dv9000
p/n EZ379AV
I am trying hard on HP to get my now 2 year old laptop repaired. My p/n is not on the list of dv9000 computers eligible for free repair. I have talked with half a dozen Call Center personnel, and a couple of stateside folks. No one wants to admit that their motherboard has issues. |
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Antonios Gravanis
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Nov 5, 2008 16:40:48 GMT
Unassigned
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--From Greece--
Add me to the list
Pavilion dv9362ea
p/n: GF719EA
S/N: SCNF7093B6M
Intel® Coreâ¢2 Duo Mobile Processor T5600
GeForce Go 7600 GPU
bought June 2007
DEAD Nov 2008
I managed to connect through vga to my LCD and booted in safe mode to backup my files.
I hope (and pray) that HP will take care of all this mess. |
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Damiano Cassese
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Nov 5, 2008 16:42:31 GMT
Unassigned
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Same problem here. I posted also in the other thread.
Ez345avr, inside bios rf312av. Ijust sent an email to hp. My only big problem is that I'm in Italy but I purchased the notebook in USA. They don't sell the notebook in Italy, so you can't send mails about it. |
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Vince Burbes
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Nov 5, 2008 17:13:35 GMT
Unassigned
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Have currently been on the phone with them for an hour so for trying to get the problem fix. Calling technical support anymore is a waste. The techs won't transfer our calls any more to case managers b/c the problem were all having if we arent on the list isn't a "valid reason" to connect. Good luck everyone. Talked to a case manager she wouldnt deal and sent me back to technical supporter. Its a never ending circle that they're trying to discourage you with. |
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Joe Baroody
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Nov 5, 2008 20:19:02 GMT
Unassigned
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also to add on to my last post does anyone know when Hp started this limited warranty service enhancement or when either they or Nvidia realised there was a major issue with numerous amounts of laptops? my first repair was Dec 29, 2007 and was wondering if they knew about the issue. |
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Joe Baroody
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Nov 5, 2008 21:27:09 GMT
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hey guys its me again posting within an hour of my last post. I recieved info from the operator that i called at HP, they are shipping me a box to send them my laptop and he told me that they started the warranty about a year ago. So if you got your laptop repaired like i did after that date and the issue occured again your probably just as annoyed as i am. I received mixed info about my first repair back in Dec and was wondering if anyone else has also experienced this? I was told yesterday by the first rep that i spoke to that they changed everything to do with my lcd screen but did not change my motherboard, and today i'm being told that they did change my motherboard. |
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WayneSallee
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Nov 5, 2008 21:44:37 GMT
Unassigned
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They knew about it back in March 2007, but were not yet admitting it back then.
Wayne Sallee |
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WayneSallee
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Nov 5, 2008 22:14:43 GMT
Unassigned
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I've been doing a lot of reaserch on the solder reflow method.
Looks like the important points are:
Preheat the motherboard 200 to 250 degrees F 95 C to 120 C
Then heat chip to 575 degrees F 300 C
Heating too quickly can crack components on the board, and heating too quickly can cause the board to bow.
I think I'll experiment on an old desktop motherboard first.
Wayne Sallee |
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Michał Liberek
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Nov 6, 2008 04:14:53 GMT
Unassigned
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Well... if you have no experience in reflowing Mainboards better don't do it. You don't know many issues about repairing them. Mine GPU for example is glued to Mobo in the corners. I don't know if only small amount that i have there is sufficient but CPU's and GPU's on mobile phones are glued all around and if you will try to heat any components there- glue shrinks and makes pressure on the component- after that balls of solder are joined all together and pressure squeezes solder tru the cracks in glue. So maybe it's nessesary to remove the glue 1st (even small one). And don't use super glue to fix it again:) |
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Madhavankutty MP
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Nov 6, 2008 04:23:26 GMT
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Hi all,
We understand your concerns.
In this context, let us recollect that Forum is a free online community for peer to peer technical support and knowledge sharing. Community members who are not associated with HP provide the bulk of the information found in this support forum. However, we have elavated this issue with in HP.
Thanks,
Madhavankutty |
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RonKe
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Nov 6, 2008 04:30:38 GMT
Unassigned
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Joe Baroody
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Nov 6, 2008 05:05:15 GMT
Unassigned
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wow an HP rep made a post? really? well that means your reading this. I am sending my laptop to you guys within the next 2 days and would like to have it fixed or replaced prefereably replace because i've ready numerous posts on this and other forums about motherboard replacements that were just replaced. I remember one guy got a laptop replaced rather than just fixed why don't the rest of us? |
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Barry Fogel
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Nov 6, 2008 05:39:02 GMT
Unassigned
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Hi Madhavankutty,
I was going over all of your posts in the other HP forums and noticed that they are all related to printers and all related to asking people to post in English via a form letter.
Would you please clarify your message regarding this issue being elevated with in HP?
Also, if possible, could you let us know what country/region you are referring to?
Thank you in advance.
Barry Fogel |
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Ozgur Cobanoglu
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Nov 6, 2008 10:19:25 GMT
Unassigned
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From Turkey;
This happens to me, too. It is really bad that HP hasn't make any action after these complains.
I have a one year dv2580et(GJ024EA). 2 months ago I have faced this problem and send it to servicecenter. Luckily it was my vacation time so that i wasn't bothered. Because I make all my work from this laptop. And due to the bios update the fan is running constantly and my battery dies within 30 min max!!!
After two months it is occurred again. I am really angry about this beucase there are lots of work waiting and I cannot do anything
I called the service center again and I need to send them back. Why should I need to deal with this process I really dont understand. I have lots of work to do and because of faulty laptop I need to borrow from my friends
I hope that I can take my payement back, because I am not willing to buy any HP pavillion pc (entertainment ones) for my home. the business laptops are great but the end-user laptops are not. |
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Ash Jolliffe
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Nov 6, 2008 12:08:50 GMT
Unassigned
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When you say "elevated" does this mean that Hp will start being consistent? It's not just enough for Hp to know how widespread the issue is. ALL of the Hp staff need to be acting the same way. I have phoned up several times now, each time I have been told something different. Some people on this forum have had their problems sorted by an understanding member of the support staff, and some of us have pretty much been told that the whole thing is our fault and that there is nothing that Hp can do, or will ever do about our problems.
This seems to be a particular problem in the UK, where even less of the support staff are understanding about the issue. |
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WayneSallee
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Nov 6, 2008 14:18:42 GMT
Unassigned
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@ MichaÅ Liberek
Are you sure that they are being glued?
What kind of glue?
It would seem to me that any glue used would have a lower melting point than the solder, therefore, if that is true, which I doubt that it wouldn't be true, then the glue would melt first, then the solder, then on cooling, the solder would cool first, then the glue.
Wayne Sallee |
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WayneSallee
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Nov 6, 2008 14:25:06 GMT
Unassigned
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And yes, if I found glue, I'd remove the glue first.
Wayne Sallee |
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Wendy Kelly Buddenbaum
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Nov 6, 2008 14:25:51 GMT
Unassigned
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Please tell me that 'elevated' means HP is considering covering mobo with Intel chips. I love my laptop and would love to be able to proudly say, "It's a HP" to my friends again. Cover your mistakes. Make us loyal HP owners again. |
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Rakhmad Siregar
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Nov 6, 2008 15:26:15 GMT
Unassigned
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I have been reading this thread since the beginning, a bit surprise a HP representation posted here instead of editing or should I write censoring posts.
I also have a broken dv9207us intel notebook with geforce 7600 that do NOT covered by HP limited extended warranty.
I don't mean to discourage anybody, however the word from Madhavankutty MP, "However, we have elavated this issue with in HP", its a bit too late. Many phone calls and online chat had clearly said it need 400 USD to repair. One of HP technical support suggested me to repair to Non HP shops and I did. Do HP willing to pay my expenses?
Good luck to you all. |
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islandgirlst
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Nov 6, 2008 20:45:12 GMT
Unassigned
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DV9535nr
Intel Centrino Duo
Nvidia
I purchased this $2,000+ piece of junk in October of 2007 from Best Buy. Earlier this year, the "motherboard failed" and I returned it for repair. At that time, the laptop was still under the one year warranty.
Two weeks ago, the "motherboard failed" again. I returned to Best Buy who shipped it to HP. HP has returned the laptop saying it will be $1,000 to repair the motherboard and has asked me to pay this and have Best Buy ship it back to them.
$1,000??? Are you kidding me? This is the same EXACT problem that happened three months ago when the laptop was still under warranty. We should not be required to PAY for the replacement or even shipping!!!
Phone support has been NO help at all (my model is not covered). |
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RonKe
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Nov 6, 2008 21:23:31 GMT
Unassigned
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Wilma,
I have had my dv9500t for 14 months and that is just about the time many of the NVIDIA GPUs have started failing. My machine has NOT failed yet.
I simply do not understand this business model and the lack of quality control that should have caught this common error.
Good luck to you all of those who have had or will have this problem. HP, do the right thing and help these people whose units have failed. |
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Michał Liberek
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Nov 6, 2008 22:21:57 GMT
Unassigned
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@WayneSallee
Yes, i'm preety sure about that because my board is still laying on my sofa and waiting for "refreshment" work to do. It has a small- 3 milimeters dots of something like silicon glue on every corner of GPU and another chip of the same size. I you want i can make a pic of that. But i dont think its a problem- it's rather not the same resin like the one used in mobile phones rather doesn.t have to be cured in the oven. |
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islandgirlst
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Nov 6, 2008 22:37:32 GMT
Unassigned
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SAME PROBLEM
HP Pavilion DV9535nr
Purchased 10/2007
Replaced fried motherboard in 7/2008
Warranty expired 10/2008
Motherboard has died again, HP wants $1,000 for repair. Laptop no longer under warranty.
Tech support at Best Buy and HP have been no help at all. |
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glenmike
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Nov 6, 2008 23:10:06 GMT
Unassigned
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Look what I paid for my piece of junk:
Mine died after 16 months. It's the same thing. Non working video NVIDIA GeForce Go 7600 and out of warranty by 4 months. HP is not covering my dv9260us with RP243UA,RP243UAR.
Total Cost $2400.00
Operating System System Model
Windows Vista Ultimate (x64) Service Pack 1 (build 6001) Hewlett-Packard HP Pavilion dv9000 (RP243UA#ABA) Rev 1
System Serial Number: CNF7110KQV
Enclosure Type: Notebook
Processor a Main Circuit Board b
2.00 gigahertz Intel Core 2 Duo
64 kilobyte primary memory cache
4096 kilobyte secondary memory cache Board: Quanta 30BD 66.41
Bus Clock: 667 megahertz
BIOS: Hewlett-Packard F.2B 01/28/2008
Drives Memory Modules c,d
240.06 Gigabytes Usable Hard Drive Capacity
195.53 Gigabytes Hard Drive Free Space
TOSHIBA DVDW/HD TS-L802A ATA Device [CD-ROM drive] HD-DVD also a mistake. Blu-Ray Won.
WDC WD1200BEVS-60LAT0 [Hard drive] (120.03 GB) -- drive 0, s/n WD-WXE107743915, rev 01.06M01, SMART Status: Healthy
WDC WD1200BEVS-60LAT0 ATA Device [Hard drive] (120.03 GB) -- drive 1 2046 Megabytes Installed Memory
Slot 'DIMM 1' has 1024 MB
Slot 'DIMM 2' has 1024 MB
Intel(R) 82801G (ICH7 Family) Ultra ATA Storage Controllers - 27DF
Ricoh Memory Stick Controller
Ricoh MMC Host Controller
Ricoh xD-Picture Card Controller
Standard AHCI 1.0 Serial ATA Controller NVIDIA GeForce Go 7600 [Display adapter]
Generic PnP Monitor (17.2")
Purchased by me at Comp USA in Wichita, KS, (now out of business). Purchase date was April of 2007. Cost was $2,400.00, this was a top of the line desktop replacement notebook computer. That is why the price was so high. It has dual hard drives and included a digital TV tuner.
This computer worked fine until 4 months out of warranty. This was August of 2008. It then started to show blue screens. Then there were fine lines on the screen. Then the screen went blank and has been so ever since. I contacted HP. They went through a list of things to try and (they) finally came to the conclusion the mother board (Nvidia Video chip) was out. They also informed me that my computer was not on the free repair eligibility list. The computer now sits unused while I use an old notebook computer as back-up.
This is the most expensive computer I have ever purchased and the biggest mess I've ever encountered. |
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Bryce Hutchings
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Nov 6, 2008 23:12:16 GMT
Unassigned
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I had this problem (display artifacts, wireless going in and out) as well as the display bezel cracking and a battery that lasts 5 minutes.
I got everything but the battery fixed for $300 through HP. To their credit it was fixed very quickly. They also gave me the line about only supporting AMD models. I hope this is resolved because I'd like my money back! |
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Daniel Holmes
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Nov 7, 2008 05:45:09 GMT
Unassigned
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MODEL #: DV9205ca
COST: 1400+
RETAILER: Best Buy
DATE BOUGHT: May 2007
GPU: Nvidia Geforce 6150 GO (died)
WIRELESS: Broadcom (died)
HDD: 110 gig (the hard drive gave me Blue Screen Of Death's until it died.)
First two months it worked as expected. Then the wireless started having problems, and i start getting blue screen of deaths alot. One month later, the wireless completely dies. Im forced to purchase a USB wireless card. Three months after this, the GPU/motherboard dies. So, I put the laptop in its box and stored it in my basement; and bought a TX2114ca as replacement for it. I just found out yesterday i can get my laptop fixed for free, so I am in the process of doing so.
Oh and if anyone is wondering, the TX2114ca has been working problem-free for over 6 months now. Best laptop I've ever had. Just need to keep CPU under 90% maximum in Power Options and everything's smooth and great.
Oh and a note to other users: If you own an HP laptop, learn how to use the Power Options (Advanced Options) to TURN DOWN YOUR MAX PROCESSOR SPEED TO UNDER 80%! This WILL HELP your CPU overheating, and WILL HELP with your fan noise (less heat = less fan speed = less fan noise) |
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Ozgur Cobanoglu
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Nov 7, 2008 07:13:49 GMT
Unassigned
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I try to understand HP, because this is one of the best selling entertainment laptop series of HP. But with this faulty machines all HP gets is loss of prestige. I am really upset. we are not rich people to buy every year a laptop, this is a big investment for most of us.
Changing the board does not helps anyone, here in Turkey I have a twio year warranty and I feel lucky because during the time this problem is solved BY HP, I will not pay anything.
HP see what happens here, we are not talking about silly end-user problems. |
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Kari Smith
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Nov 7, 2008 13:25:44 GMT
Unassigned
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I have a tx1000 and from day 1 it has ran extremely hot. I purchased it Sept. 07 and of course at month 13 it died. I called hp for tech support and they tried to charge me $49.99 just to tell me the motherboard was bad. What happened was the computer would come on, all the lights and fan were on, but I had a blank screen. It would not do anything. I took out the battery and I thought this fixed it. I did this a few times until nothing..Come to find out where it got so hot it fried my motherboard and my power cord. All I want is for hp to admit this is a recall and fix it. |
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Andrija Skopac
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Nov 7, 2008 15:44:43 GMT
Unassigned
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First of all hello to everyone, I'm really glad I'm not the only one experiencing these problems.
dv6575us notebook
Nvidia GeForce 8400M GS GPU
Intel Centrino Duo 7300 CPU
2Gb RAM
p/n GA404UA#ABA
Problems first started few days after warranty expired (like everyone else's) so i made full system recovery (this is late September)and it helped until 11/05/08, then problems reappeared with a vengeance, I couldn't even boot every time and this started to happen:
http://img380.imageshack.us/my.php?image=img6835bt6.jpg
Problem as you see is pretty much as everyone stated, first notebook starts being a bit warm than the screen starts dying.
When the problem started I thought it was software or drivers problem but after two full system restores I realized it was hardware problem. HP support was only interested in stating it was software problem and always tried to sell me the 350$ repair package.
I have bought this notebook so it would replace a desktop computer and I thought it will last at least two or three years and that's why I gave 1300$, if I had known it would die after a year I wold have bought some 400$ entry level machine.
Fortunately I managed to backup my data before notebook was so unstable it couldn't work for 2 min before crashing. |
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islandgirlst
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Nov 7, 2008 16:11:53 GMT
Unassigned
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However, they are not taking the time to respond to our concerns about the DV9000 series and why this laptop is not included in the recall list, when the problem is identical to the other machines.
The problem with the Nvidia chip is widespread and is affecting machines made by Dell and Apple as well. |
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Ash Jolliffe
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Nov 7, 2008 17:44:00 GMT
Unassigned
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Has anyone found a good way to convince them that their laptop should be covered? They keep admitting to me that it's the same fault, but that it won't be covered. I'm at a complete loss to understand why.
Today the guy agreed that yes, "the part used was defective" but that "no, it will not be covered"
I still cannot understand why. In my mind, if it turns out a part is defective, then surely it should be replaced under warranty. |
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Louis Henninger
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Nov 7, 2008 17:52:21 GMT
Unassigned
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Wilma,
You replacement part should have a 90 day warranty. If your laptop failed within 3 months, it should be covered for repair.
You may have to pay shipping but it's better than a new laptop...
Regards,
Louis |
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johnfrench1
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Nov 7, 2008 18:19:18 GMT
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HP needs prsessure from all of us who bought dv9000 laptops that are defective, but not included in the list of included p/n's. |
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islandgirlst
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Nov 7, 2008 18:29:05 GMT
Unassigned
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Hi Louis,
Unfortunately for me, this fine piece of Taiwanese craftmanship died 7 days past the 90 day warranty. Nice timing huh?
Here's a brilliant quote from the CEO of Nvidia, Jen-Hsun Huang, "We founded NVIDIA with the vision that GPUs would transform the computing experience."
He's right about one thing, his junk GPUs have transformed my experience, right out of computing all together.
It's too bad HP is not handling this correctly.
"After an Apple-led investigation, Apple has determined that some MacBook Pro computers with the Nvidia GeForce 8600M GT graphics processor may be affected. If the Nvidia graphics processor in your MacBook Pro has failed, or fails within two years of the original date of purchase, a repair will be done free of charge, even if your MacBook Pro is out of warranty."
That's all I'm asking for - free repair for a second motherboard that has failed in a one-year-old $2,500 laptop. |
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RonKe
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Nov 7, 2008 18:29:33 GMT
Unassigned
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Andrija Skopac,
Thank you for posting that image. I have seen several different images on YouTube and they all help to document the NVIDIA problem. |
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Ozgur Cobanoglu
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Nov 7, 2008 20:17:53 GMT
Unassigned
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Eddy Makkinje
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Nov 7, 2008 21:56:21 GMT
Unassigned
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Mine died just before the one year warranty.
Pavilion DV9077 sn # CNF66146VV
P/N RZ595EA # UUW
Graphics GeForce Go7600
Motherboard Quanta, model 30B9
Short beep - 2 beeps therafter.
No display, the laptop though continued to startup.
No hassle, laptop got collected at home, and brought back 3 weeks later. Live in Sweden btw.
Motherbaord replaced, and new BIOS PhoenixBIOS 4.0 release 6.1 ( HP's version F.3E, dated 12/27/2007)
Tech told me that there was a heating issue and that therefore the BIOS got upgraded. ( and I think that the graphics chip got fried because of the old bios settings, but I don't know)
Made 2 wooden bars to lift up the laptop from the desk ( about a half inch ) , to allow better and free airflow to circulate thru the laptop.
Keeping my fingers crossed, and make regulary backups. |
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Andrija Skopac
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Nov 7, 2008 23:51:08 GMT
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@RonKe
no problem glad to help, if the link stops working just let me know and I'll upload it again. |
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markisha jordan
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Nov 8, 2008 16:20:34 GMT
Unassigned
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I am currently experiencing some small graphics issues playing games.
I am an extreme gamer and bought my dv9700t for that purpose and believe me im on everyones head (HP, nvidia and EA games) i still have months before my warranty is up but i plan on buying the extended warranty. |
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Wendy Kelly Buddenbaum
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Nov 8, 2008 17:34:28 GMT
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Eddie,
We are getting 'replacement' parts that are the same faulty model that we originally had. Your's died at 11 months. Logically, this 'new' part will fail in 11 months. Will you have a warranty at that point? My 13 month old laptop had the BIOS update and I have kept it elevated in the back with a 1" piece of board. It didn't help. Also, that new BIOS update will run the fan almost constantly. That's how they 'fixed' the problem. There goes battery life. Sorry, I'm venting, don't mean to sound *itchy. |
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Ash Jolliffe
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Nov 8, 2008 18:21:22 GMT
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After my laptop lid cracked and the bevel came loose, and was told that it was because of a manufacturing defect combined with heat, the laptop has always been kept raised. Unfortunately, this evidently did not help.
But it's still excellent advice, keep the laptop as cool as possible.
And keep phoning HP. Still not going anywhere, but I'm refusing to give up. |
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jcruize
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Nov 9, 2008 08:40:08 GMT
Unassigned
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One More HP computer failure
dv2500t
PN gn169av
NVIDIA GeForce 8400M GS
Received the laptop on 10-10-07, first sign of trouble was in the middle of August 08, got a windows blue screen and then it would reboot. Backed up data (thank goodness) and reinstalled Vista twice, but kept getting messages that my display adapter had recovered from an error. Messed around with it till it was out of warranty and the thing went dead Talked with support and told me over $400.00 to repair.
My laptop got real hot, so much so that you could not keep your palm on it, even using my cool pad. |
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Michał Liberek
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Nov 10, 2008 00:14:10 GMT
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Well, I finally reassembled my laptop after cleaning and reflowing... I thought it will be no power up unit since i treated it with 350 degrees, but you know what... i'm writing this message from my reborn laptop:D 1 screw missing though:) I added new arctic cooling silver 5 on my GPU and it's fan is almost all the time quiet. When GPU's temperature comes to 64 C fan knocks it down to 55 in about 6 seconds... and once again there is silence down there. I only hope it would keep it that way and won't brake down again. Truelly i'm not even sure what really helped down there- it could be reflowing of GPU, addicion of new thermal compound on GPU (thermal tape was completely dry and had no conductivity at all), maybe was it BIOS battery taken off and CMOS reseted after that or even just simple repluging all connectors inside? Anyway i was really surprised that it's working- i really thought it's rubish now. Good luck everybody |
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Michał Liberek
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Nov 10, 2008 05:15:21 GMT
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I don't know what else you want to know. Ok, i will try to give a maximum of information what i have done and what you will need to do the same.
1. Download a Service Manual from the HP website- it includes information how to disassembly your model/family of laptop but it not always is exacly same model like yours (mine manual was dv8000/8200 and it contains AMD chipset inside which makes fan part completely dofferent).
2. To disassemby you will need:
Philips (cross) screw-driver
Tape thermal compound (i have used Akasa)
Liquid thermal compound (i have used Arctic Silver 5)- they are the must if you want to put the cooling off your CPU/GPU/MBChipset
On mine there were 2 tapes on Intel 945 chip and GPU, and paste on CPU. I have used paste on GPU and CPU now, and tape on MB but if you want you can use paste on all of them.
3. Disassembly your laptop according to manual- group your screws and make sure you will know where to put the ones that are not marked on the case (usually you have length of screw written next to it's hole). Never use to much force- always be sure that all the holding screws are out (maybe it's silly to say that but most of defects you make disassembling an item is cos of that).
Take off BIOS battery of the board- that may cure the problem (like i said i don't really know which point helped becouse i wasn't assembling the board every time i changed something). Watch out on unplugging keyboard- you can take off the tape on the bottom- that would extend the reach, unplug the hooks on connectors 1st - they are on the sides of it. You can use a flat scredriver on unplugging.
4. Now you can clean the board- i was using compressed air and cloth to do that. Also i have resoldered joints on Memory Card reader and PCIMCIA cos it had only a bit of it and i had problems with connectivity before.
5. Reflowing- you really must have equipment to do that.
-hot air gun (ebay it - its about 10 pound - i used company one so probably better make)
-liquid flux (that lowers the melting point of solder and cleans it from oxidation - in simply words it makes it liquid again not solid) and flux off (IPA- isopropyl alkohol) - to clean the surface from flux
-some shields and thermoproof tape would be handy as well
1st i have removed glue from the corners of GPU using 200 C and waiting 15 secs before you start to remove it. Then i have shielded memory modules with metal shields from mobile phones. You can use other metal material and secure it with thermalproof tape but its sides must be bended down- not letting the air in under them. Last shield i have placed over GPU Core on GPU chip - secure shield with a tape.
I was preheating GPU for about 1-2 minutes with 150 C degrees, then 30 sec 200 C (using flux 1st) then i turn on 300 C using flux again. And then 350- using flux time after time. You must always keep you Air Gun in move- heating in one place will burn the board. I was heating only 1 side of the chip at one time moving along that side (about 1 full move every sec). From 5 to 10 cm of distance. When i seen that surrounding components solder is melted i waited about5 to max 10 seconds and i quickly moved on the next side. I didn't have thermal tape so i was taping core shield with a spike and when i moved on the last side i was scared cos i've seen when whole chip waved. It was normal but i was affraid that i pressed it to much being focused on the solder around - so it's safer to use this tape. Just watch surroundings components and let it another 5-10 secs when you see its melted. When you finish last side- your work is done.
Put new thermal compound- spread it a bit and good luck:)
Of course your doing it on your own responsibility. |
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Antonios Gravanis
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Nov 10, 2008 11:26:21 GMT
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--Update on my previous post Nov. 5 2008--
Hp's official service (info-quest) in Greece informed me today that they will cover all expenses for the replacement of the whole MB and return my pavilion dv9362ea within the next 10 days!
They informed me that the new motherboard will have 1 year warranty from service date.
All it took was an email from me to Hp customer service in Greece, mentioning this thread and talking to the phone very gently when they called me back to ask about the problem.
Thanks a lot guys this really helped !!!
Keep on trying !
Thanks to HP-Greece for their support ! |
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marianna katopis
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Nov 10, 2008 11:44:19 GMT
Unassigned
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Same problem here:((((
Pavillion dv9231ca
Intel Core 2 CPU
T5600@1.83GHz 1.83GHz
2GB
geforce Go 7600 with 256MB
Bought a year and a half ago Feb 2006
Display driver kept failing now I got black screen with colored lines |
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jeffrey jaskowiak
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Nov 10, 2008 13:33:06 GMT
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Hi all, dark screen and vertical lines. dv9580us intelT7300 NVIDIA8600M. Purchased 9/4/07 died 11/5/08 |
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RonKe
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Nov 10, 2008 17:27:42 GMT
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@ GatorGuy,
MichaÅ Liberek's thread is upthread and still available.
Wayne et al. thanks for your concern and your attempts to help others.
I am still okay @ 14 months although the last 2 days I have had 2 warnings of:
" Display driver nvlddmkm stopped responding and has successfully recovered"
My screen flickered uncontrollably for 5 seconds and I got the display warning balloon in my SysTray.
This may just be a coincidence and my NVIDIA drivers are up-to-date. |
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GatorGuy Mount
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Nov 10, 2008 17:32:59 GMT
Unassigned
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@RonKe
@Wayne
@mike
I found it--Thanks to you both and thanks to Mike |
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Joe Baroody
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Nov 10, 2008 18:04:16 GMT
Unassigned
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hey everyone, just called hp to check the status of my repair. Back when i first called Hp and spoke to a case manager i was told that they have the parts to repair my laptop. Well they have aknowledged that they have had my laptop for 3 or 4 days and haven't touched it yet. I have already requested a quick return because i need it for school. I just got off the phone again with hp and was told they are awaiting the arrival of a new motherboard. So basically they said they have the parts to fix it but they really don't. My laptop was send there on next day shipping, aparently replacement parts don't. Also I was told if my laptop breaks again for a 3rd time i should speak to a case manager about a replacement laptop.
Guess my friends just got lucky when they had there lesser valued HP's replaced after 1 issue where i have a more expensive one and they won't replace mine. Status is currently at critical with HP for a quicker return, or so i am told. If i dont get it back by the expected arrival date i'm gonna go nutz.
I really feel bad about this situation, I at least get my laptop repaired for free. For those being told to get their laptop repaired for like $400 contact Nvidia and ask about the defective GPU's they may be able to help you out. just a thought. |
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Jman
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Nov 10, 2008 23:01:57 GMT
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With the price of a motherboard at $611, I wonder how they arrived at a repair cost of $1,000 for Islandgirl's machine. Did the GPU failure cause CPU failure as well? |
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Michal Grabarczyk
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Nov 11, 2008 00:03:19 GMT
Unassigned
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Hp Pavilion dv6105us
Hello i'm from poland and i have the same problem.
I'm realy sory for this situation, I need computer for work and school.
Now my life is very hardest. well life is brotal. What can i do?
i'm really sory.. my 1000dolar's now is in box |
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Paulo Solis
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Nov 11, 2008 05:12:45 GMT
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From Costa Rica:
I purchase this notebook 27 Sep 2007 on US, start to experience a problem since August 2008, and now that I'm out of warranty I only have a white display with 3 horizontal black lines. Computer boot up, but It only shows the white display and won't be able to have display on a secondary monitor.
Product: HP Pavilion dv9540us
Video Card: Nvidia 8600m GS
Chipset: Intel Centrino Duo
Windows Vista
I just sent an email to tech support, will keep updating... |
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Sao Pontes
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Nov 11, 2008 08:22:28 GMT
Unassigned
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Same problem with me since this morning 28/10/2008. Mine TX 1220us bought in USA thirteen months ago. Used as a spare laptop in my Lisbon flat probably used 30 hours since new.
Symptoms
1. Turn on computer all lights on ok. Hard drive noise & light on for a couple of seconds.
2. The blank screen!
3. Fan running all else ok
(Checked power supply removed battery etc but no joy!)
Like all the rest of us I was shocked to see the common HP Tx1000 problem on this forum thread & the lack of interest from HP technical support. |
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Albert Wewengkang
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Nov 11, 2008 15:18:37 GMT
Unassigned
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Same Problem,
Pavillion dv2520tx
CPU: Intel Core 2 Duo
GPU: Nvidia GeForce 8400M GS
Last Month, suddenly my screen has a lot of purple dots and then went black.
Fortunately I still have warranty until January, and the HP Service Center here (Jakarta, Indonesia) was quite helpful and they replace my motherboard plus gpu.
But when I first take my laptop to the service center, the customer care immediately knew that I have overheat graphic card. I think HP already known that this is a problem |
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eugene johnson
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Nov 11, 2008 16:30:18 GMT
Unassigned
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dv9074 AMD X2 with 7600 GO.
Display is starting to go as is the second hard drive. The lid is also coming apart by the security lock so I cannot close the screen.
This machine has been treated better than most - rarely moved - just screen opened and closed in the same location. |
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Mark Weyenberg
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Nov 11, 2008 17:21:47 GMT
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I have a DV9030US and it shuts down at random, and then won't turn back on until I remove power cord and battery. When it shuts doen its makes a series of clicks then shuts off abruptly. Is this the same type of problem you all are having? It also has the NVIDIA GeForce GO 7600 graphics card. I called HP last night and they told me my laptop was not covered in the warranty extension, and there was nothing they could do for me. The laptop is almost two years old, but this has happened in the past. I always figured it was just a fluke thing, but noe it happens a couple times a day. |
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Louis Gallinaro
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Nov 11, 2008 18:21:14 GMT
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I have an HP Pavillian 9500 which I bought in Dec of 2007. Intel Core 2 Duo 2.4 GHz, with the nVidia GeForce 8600M graphics card. It lasted less than one year and failed on November 3rd. HP is repairing it under warranty. |
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ldong
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Nov 11, 2008 18:49:56 GMT
Unassigned
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I purchased my HP laptop in Aug 2007. The video card was a Nvidia GeForce 8400M GS and it crashed on 19th Sep.
My laptop is dv2500t w/ Intel 2.0GHz CPU. The model was not on their list of free repair and I'm still waiting for HP's solution to the whole issue. |
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WayneSallee
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Nov 11, 2008 20:00:29 GMT
Unassigned
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@ Mark Weyenberg
If you were having this problem before your 1 year warrenty was up, call HP and tell them so.
Wayne Sallee |
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Lok Leung
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Nov 11, 2008 20:07:26 GMT
Unassigned
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Ronald Dippel
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Nov 11, 2008 20:20:23 GMT
Unassigned
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I've had the same problem with the video card no longer operating. I have a hp pavillion zd7000 with a nvidia geforce fxgo5700. I bought in in 2004 and the machine was very lightly used-never for gaming. A few months ago the computer would no longer boot unless the video card was disabled (using the vga mode only). Computer still works but with only vga graphics-not exactly what I paid up for when I bought it. HP has had me try various things to correct, i/e reseating the hard drive, the ram etc. to no avail. |
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Sudarsan Hemadri
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Nov 11, 2008 20:57:15 GMT
Unassigned
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DV9220US
p/n RP246UA#ABA
s/n CNF6521N2M
bought this on Feb 2007, died in October 2008. No Video on LCD or External. When it died, I tried re-installing vista using external monitor and I was able to see video on very poor resolution & 8 bit. After install, when I changed to higher resolution, I lost that also. On Main LCD, there is just blank screen and Vertical strips. Here is the interesting conversation with the support...
Sudarsan Raju Hemadri : oh no. How much is that going to cost me? I was reading on the web that there were some recalls
Winston : Yes, I have checked it also but your notebook does not fall under recall category.
Sudarsan Raju Hemadri : but doesn't it sound like same issue?
Winston : Since the display gets vertical lines its different, the notebook which falls under recall category does not displays any images like vertical lines etc.
I guess my notebook will not fall under this issue because I still have some vertical lines and the GPU needs more cooking to get well done. |
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Rose Liner
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Nov 11, 2008 21:31:17 GMT
Unassigned
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My laptop is a dv9235 with Nvidia G7600. It got repaired last month for the second time. I am already having problems with the network card again. This is how it starts. Based on experience, I give it a month or two before the system fails again.
If I understand correctly, they claim to be replacing the motherboards but installing the same graphics cards? How many times will they do this? My warranty expires in Feb 09. Will they replace the motherboard for the third time, does anyone know?
Also, my harddrive was never reformatted to factory defaults. That makes me suspicious. The second time I sent it in for repairs I put secret marks on the screen, keyboard and bevel. They claimed to replace them even though the laptop came back with the marks! |
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Dipu Thomas
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Nov 12, 2008 05:24:28 GMT
Unassigned
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Mine is a Pavilion DV 2500T with NVIDEA GeForce 8400M GS
Problems started two months back. The display used to go blank and come back with a driver error. It died completely one month back. Still in warranty.
It took 4 calls to register a repair order on Oct-27. Still waiting for the return box to arrive for the last 3 weeks. Called them atleast 5 times. Customer care doesnt have a clue. Very bad experience :-( |
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Thomas Vana
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Nov 12, 2008 08:00:00 GMT
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Add me to the list. My HP DV2500 cto with a NVIDIA 8400M GS and the Intel Core 2 T7300 has the same problem with the screen slowly failing to the point it is not readable at all now, and none of the external options working anymore too (VGA and HDMI). My system was purchased 8/27/2007 and started to fail 10/2008, just out of the warranty. Chatted with support and sent emails - I get the same response every time "out of warranty" not HP's problem. I don't know if it is worth fighting with a case manager/executive since it sounds like the "fix" I would have to pay for will just fail again. |
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Ozgur Cobanoglu
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Nov 12, 2008 08:50:14 GMT
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Hi
I finally sent my laptop to service and waiting, waiting...(And when I talked to the guy there he told me that everybody has problems with their pavilions, I saw there are tonnes of oavilions waiting there!!!)
All my work is waiting too. I am really curious about how will HP compensate my loss(will they? I don't think so, I am just a small small customer, not a global client)!!!
My service report is; screen blank, doesnt boot, temprature problem, battery dies in 20 mins max, dvd writer is not working properly. Waiting for changes. And this is a one year laptop, and I am an IT Specialst. Not only I know the system, personally I really care my electronic devices.
Still no official response from HP. This is a common problem!!! Respond to this, your end user reputation is down!!! |
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Sao Pontes
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Nov 12, 2008 15:52:47 GMT
Unassigned
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Owner of useless TX1220us laptop that has only been used for about 40 hours during the last 13 months. I have just visited a computer repair center in Lisbon & they have just confirmed what I already knew - a new motherboard is required and it will cost me $400
How much longer is this company going to ignore the hundreds of customers before it does the right thing in respect of these inherently faulty notebooks. |
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islandgirlst
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Nov 12, 2008 17:30:59 GMT
Unassigned
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I purchased my HP Pavilion DV9535nr on 10/3/2007.
The first motherboard failed on July 4th, 2007 and was returned to HP for repair at no charge because the laptop was still under the one-year warranty.
The second motherboard failed on October 25th, 2008 and was returned to HP who returned it to me with a quote of $1,003 to replace the 2nd failed motherboard. I did not authorized the repair.
I am fully aware of the issues that HP (Dell & Apple) are having with Nvidia GPUs causing motherboard meltdowns and request that my Pavilion be included in the free replacement of these motherboards for two years from the original purchase price (as HP has done with other models) since it is the exact same issue.
Instead of making customers spend hours and hours on the phone seeking resolution, HP should do the right thing and include ALL models with these defective Nvidia GPUs in the extended service recall. |
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islandgirlst
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Nov 12, 2008 17:34:20 GMT
Unassigned
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*oops*
First motherboard failed on 7/4/2008 (not 2007).
Mistakes are made when passions run high. |
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Joe Baroody
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Nov 12, 2008 17:49:53 GMT
Unassigned
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hey guys i just got my laptop back today, finally. it returned 5 days early, possibly because i kept bugging them how i needed it for school. Haven't figured out what they fixed exactly yet, but i'm going to contact them to find out what DM/B means. that is what was written on my repaired list that cam with my repaired laptop. |
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Rose Liner
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Nov 12, 2008 20:23:59 GMT
Unassigned
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If anyone studied Watergate, you will know the true crime was the COVERUP, not the break in.
It was incumbent upon HP to confront Nvidia head on and have them pay for a recall of ALL the notebooks with their defective chip. Instead, they were compliant in the cover up by not disclosing or acknowledging the full extent of the effected notebooks. They chose to side with the vendor and not their loyal customers/victims
What makes me more angry is that they are "repairing" only the notebooks they chose to repair. The inadequate repair is to tweak the bios or by replacing the same defective chip! How does this make sense? Another thing, as in my case, they lie when they claim to replace anything.
As a former HP addict (Every electronic in my possession is an HP product) I feel disallusioned by their behaviour. Secondly, I am tired of having people in India and Latin America hang up on me and have no idea what theyre talking about.
HP if your reading this post, and I know you are - WAKE UP. |
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pinocccio
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Nov 12, 2008 20:35:16 GMT
Unassigned
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I have bought several (5 or more) DV9000 laptops for various familymembers. Right outside of the one year warranty, the motherboards of three of them to date have had a melt-down. |
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Mike Burasco
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Nov 12, 2008 21:30:41 GMT
Unassigned
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Hey everyone.
I've been following this thread very closely. I purchased a HP Pavilion dv6604nr with Windows Vista Home Premium in December 2007 which has the GeForce Go 7150M. I haven't had the problems (yet) that most of you are reporting but have had the error message about the graphics having a problem but recovering. The only time I had this error was when I was creating a movie file in Windows Moviemaker.
I've been using a program called "CoreTemp" which monitors the CPU temp and noticed that once the temperature was around 180 degrees fahrenheit (82 C) it would sometime start acting like it was going to crash or lock up or I would get a message that Vista was switching to "Basic mode" temporarily. My first thought was that this machine has no business running at this high temperature.
For those of you that have used Moviemaker know how much it hogs the RAM and CPU let alone Windows Vista. Since this computer barely meets the requirements to run Vista anyway - 2.6 score for graphics and I didn't want to deal with this every time I create a movie file I decided to turn off Aero and switch to Vista Basic mode permanently. The results were that I haven't had the problem since (4 months). My computer now shows a temperature around 135 F (57 C) while creating a movie and NEVER crashes.
Some of you have reported that the only way they can use their computer is in Safe Mode; which uses a lot less graphics memory. I may be reaching, but Vista may play a part in causing crashes because it uses a lot of graphic memory under normal conditions versus XP.
I still believe based on what I've read that Nvidia has manufactured faulty chips but using Vista doesn't help things any. The only time my desktop computer crashes is when I'm playing games that require a lot of graphic memory.
I also would like to know if any of your are using Windows XP and are having the same problems or have booted up a Linux live CD to see if you get the same results. |
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RonKe
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Nov 12, 2008 21:50:03 GMT
Unassigned
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Thanks for your post.
"...most of you are reporting but have had the error message about the graphics having a problem but recovering." However, I never play games and I got the screen flickering, then the black screen, and then the recovery from
Just exiting the Internet and then starting a new browsing session
Accessing files while running a Norton virus scan
Stuttering or hanging of streaming videos
I have Vista Ultimate x 64.
Does the CPU temp program use a lot of resources? |
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pinocccio
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Nov 12, 2008 22:00:36 GMT
Unassigned
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The DV9000's I have bought, all had XP on it.
(I bought ONE that had Vista on it...that was quite a job to downgrade to XP since HP has no driver-support for that. )
High Def video is what we use the machines for, and you are right, it's a stretch to use this machine for that purpose.
I have been saying to put Linux on the machines for a while now but have not had the time.
In my opinion, Linux is a good idea for many reasons |
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Paulo Solis
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Nov 12, 2008 22:11:50 GMT
Unassigned
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This is the solution I received !!!
Dear Paulo,
Thank you for contacting HP Total Care.
From your E-mail, I understand that suddenly while in use screen turns white with 3 horizontal lines.
Paulo, I really appreciate you for the steps taken to fix the issue. At the same time I regret for the inconvenience caused to you. Let me assist you in this regard.
As you have performed all possible troubleshooting steps, it is clear that the issue is due to hardware malfunction with the graphics adatper of the notebook and your notebook needs an onsite diagnosis to resolve the issue.
Yes, I agree with you that HP has identified few known issues with certain notebook models and let me inform you that there are no issues with your notebook model. At this point, you can resolve the issue by contacing nearest HP Authorized Service Providers in your region.
I contact my region and this came back telling me that I have to contact US due to my model !!! |
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Mike Burasco
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Nov 12, 2008 22:27:01 GMT
Unassigned
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RonKe - It doesn't use a lot of resources. I mainly use it when I'm using Moviemaker. It's the type of problems you are having is what makes me wonder if someone were to boot up with a Linux Live CD and try browsing the web if they would have the same results. |
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WayneSallee
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Nov 12, 2008 22:52:40 GMT
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This problem happens in xp, vista, and lynux. And with my replaced motherboard that is also bad, it causes the cd drive to self activate, and even eject. This also happens in bios before booting to an operating system.
Wayne Sallee |
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islandgirlst
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Nov 12, 2008 23:04:27 GMT
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MOTHERBOARD FAILURE DUE TO BAD NVIDIA GPUS:
Because of pressure from customers, Apple and Dell have extended the warranty on all affected models for two years from purchase price. Here are some interesting articles about Dell and Appleâs response to the issue.Hewlett-Packard is only extending the warranty on a limited number of affected laptops, essentially leaving thousands upon thousands of customers paying for motherboard replacements due to Nvidiaâs defective GPUs.
I purchased an HP Pavilion DV9535nr on October 1, 2007. On July 4, 2008, my motherboard failed due to the Nvidia GPU overheating. The laptop was still under the one-year warranty, so it was replaced by HP at no cost to me, other than being without my laptop for three weeks.
On October 25th, 2008 the motherboard failed AGAIN (barely three months after the new motherboard was installed). Same exact issue as before. This time, I am outside of the one year warranty and HP wants $1,003 to do the repair. If this was an isolated incident, I might chalk it up to my bad luck, but this is happening to thousands and thousands of people. HP is charging between $400-$1,000 to repair these faulty motherboards, passing the cost of Nvidiaâs defect on to its customers.
Nvidia issued a BIOS update to Apple, Dell and HP, which essentially just makes the laptop fan run non-stop, slightly delaying the motherboard failure (which in many cases pushes people past their one-year warranty). Instead of recalling the defective GPUs, Nvidia is essentially asking its business partners to cover the cost of their defective part.
I was not aware that this defect was as wide-spread as it is, until I began to research the issue online. If you Google "Nvidia GPU Failure/Issues", etc., you will find hundreds of articles about the subject and the way itâs being covered up and mishandled.
All any of us want is a FREE repair of these defective GPUs. |
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Scott Rambeck
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Nov 13, 2008 03:26:58 GMT
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Justin Wynn
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Nov 13, 2008 03:46:20 GMT
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I'd just like to add my own problem to this megathread. Let's keep the visibility up.
Model: dv9335nr
GPU: Geforce 7600 Go
I got bounced around from technical support to sales to customer service, back to technical support and then disconnected when they were connecting me to escalated support.
This is the second laptop I've bought from HP where the display card failed. I definitely won't be making the same mistake again.
I'll attempt to contact the HP support people tomorrow, get a case manager,hopefully get in touch with executive support. |
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jie liu
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Nov 13, 2008 15:16:48 GMT
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I was really frustrated with HP's technical support people. They won't repair my laptop (dv2000t) after 1 long and 2 short beep because it's out of warranty. They even had the gut to ask for $398 for repair. I asked for for a transfer to the case manager but was refused because ,according to them, it's not part of case manager's area of judgment. Aren't their fault in the first place to install the defective video card on our laptop. That's it. I've enough of this bs. |
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Steven Robichaud
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Nov 13, 2008 18:39:51 GMT
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The exact same thing just happened to me. They would not let me speak with anyone else (Case Manger) and the call was pretty much stalled. You can imagine how long this is taking to get fixed and now my warranty has expired (Lovely)..I'm actually on the phone right now with a Canadian HP rep. I'll keep you all posted |
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Steven Robichaud
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Nov 13, 2008 18:53:55 GMT
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I also have the dv2000 laptop |
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v n
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Nov 13, 2008 19:04:58 GMT
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My HP laptop screen is black. The external monitor is barely working with vertical stripes. The computer is very hot when running. I bought my in May 07 and die in Nov 08.
Model: DV9207us
CPU: Intel
GPU: GeForce Go 7600 GPU |
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Tarun Varshney
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Nov 14, 2008 16:49:24 GMT
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Mine is a dv2119tx ... bought in Jan 2007 and the prob started in apr 2008.... and now its a Rs. 62K that I have.
If u can extend the warranty in USA, why not in other countries.. since it is clearly your fault and its just not a few but thousands .. |
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NTSpawn
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Nov 14, 2008 18:53:06 GMT
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Serial: CNF7170LNB
Model: EZ345AV
Nvidia Go7600 GPU
Mine is not on the list either.
I noticed right off that this thing ran hot. My video died after 16 months. Vertical lines in the bios and scattered horizontal lines in Windows (before it crashes anyways).
I just contacted support about costs of replacement. Funny, they didn't mention this was an bigger problem.
I told support I am surprised it lasted as long as it did. Mainly because I had to use a cooling pad to keep it from getting too hot. |
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Sao Pontes
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Nov 14, 2008 19:00:59 GMT
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My TX1220us notebook is 13 months old and has been used for about 40 hours. It is going to cost me $400 to replace the defective motherboard & judging from the other posts is likely to be a temporary repair!
There is a major inherent design fault within our notebooks which in the majority of cases is causing a catastrophic failure when the units are just out of the 12 months warranty period.
Posting on this ´Self Help´ forum is also not helping for the following reasons :-
1) Currently HP has no intention of responding reasonably to your very just concerns. They have obviously cynically decided that the cost implications of rectifying this issue out- way the prospect of severely damaged customer relations.
2) There is no HP Customer Care or HP Technical Help for the majority of us â The mantra is ´the unit is out of warrant, this is no perceived problem! Therefore go away & pay for the temporary repair yourself. |
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ryan dail
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Nov 14, 2008 22:53:31 GMT
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Same here.
dv9500t 8600m gs
failed a couple weeks after 1 year.
It appeared that the backlight had just gone out. sent it in for repair, (got my hard drive reformatted which i didn't appreciate) and worked less than two weeks then same exact thing. I hooked it up to an external monitor and it worked for a couple minutes than failed so obviously it's the graphics card/motherboard issue. I do have the extended warranty however. The first call this time the guy was aware of the situation and recommended me calling a case manger to get it replaced. He said no lets send it in for repair. i told him my concerns about other people having similar issues and it happening again. He was not familiar with the situation or knowledgeable with any technical info. He says if it fails again within a reasonable amount of time he will replace it. |
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Kevin J Jennings
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Nov 14, 2008 23:55:35 GMT
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Mike Burasco,
Let me show you something from nVidia's own website on the Geforce Go 7 series (of which yours and mine belong...)
"Since all GeForce Go 7 Series GPUs are designed to be compatible with the next-generation Microsoft® Windows Vista⢠operating system (OS), you can rest assured that your investment in your notebook PC will serve you well into the future!"
Secondly, pinning a meltdown of the GPU on the OS is almost as bad as nVidia's blame game: blame it on the laptop manufacturer, blame it on the supplier, and blame it on the user...(those users...how dare they tax the GPU with those silly games!) The point of the matter is this: nVidia is the one to blame for the problem with the graphics card failing. It was a faulty manufacturing process. However, HP's unwillingness to stand by their customers is the other issue. They were the ones to buy from nVidia and then pass on to their customers. Yet, now that there is a problem, (just re-read this forum...there IS a problem) HP is turning their backs on the customer. Do you remember the Ford Explorer/Firestone ATX fiasco? Ultimately, Ford was responsible (as was Firestone, of course). The same holds true here. |
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robg
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Nov 15, 2008 00:57:52 GMT
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dv2630ea
less than one year old.
new hard drive in 4th month of ownership
laptop has been over heating and shutting down from new.
only happens when viewing video/photos/surfing the net.
the laptop is supposed to be an entertainment laptop. very entertaining watching it struggle to play a dvd or look at holiday snaps.
its still under warrenty , just.
i will be persuing for a total refund £650 and buying a real lap top instead , and it wont be a hp unit. |
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Harvey Jan Handumon
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Nov 15, 2008 09:05:49 GMT
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Gaurav K Singh
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Nov 15, 2008 10:14:47 GMT
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Facing the same problem...
dv9311tx
seems like a planned failure to increase revenues through repairs. |
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Mike Burasco
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Nov 15, 2008 16:34:31 GMT
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Kevin J Jennings,
"Since all GeForce Go 7 Series GPUs are designed to be compatible with the next-generation Microsoft® Windows Vista operating system (OS), you can rest assured that your investment in your notebook PC will serve you well into the future!"
That's exactly my point. Which version of Vista? When I turned off Aero and switched to "Basic" mode my computer ran a lot cooler and never crashes. That statement is misleading. That is why I was curious whether people that were running Linux or XP were having the same problems.
I do agree there is a real problem here with faulty GPUs and/or mother boards and both companies are trying to sweep it under the rug and ignore their customers. HP and Nvidia need to make this right by recalling and replacing all models that are defective with a new computer.
This is the first HP computer that I have ever owned and I feel like it's a time bomb waiting to explode. I have a 12 year old Gateway computer still running in my rec room that I use as my music player. I have a 5 year old emachine, an 8 year old Mac G4 all problem free.
My guess as to what will happen: |
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tigere
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Nov 15, 2008 16:51:32 GMT
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Mike
Your observations follow my own - in applying the "rating" system I could get no higher than a "3" because of the 6150 on board video - theoretically. Reading further it was recommended by their own rating system that this computer would operate best with Vista Home
HP loaded Home Premium ... I found this curios.. |
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pinocccio
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Nov 15, 2008 20:16:52 GMT
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I agree, at best we will get a settlement for pennies on the dollar. And a year from now, no-one will remember for sure where the problem will lie! |
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Jennifer Thompson
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Nov 15, 2008 21:15:36 GMT
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I just wanted to add myself to the list. I have DV9260nr
CNf7040SW6
the screen has gone black, although an external monitor still works. HP wants $400 for the repair because it is 4 months out of warranty.
They will not cover it in their recall list. I had a lot of problems when I first purchased the computer from BestBuy. Took it back for an exchange 2 weeks later. Have does a fresh reinstall many times and it has been sent in for repair in January 08. |
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Chris Scipioni
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Nov 16, 2008 01:17:10 GMT
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DV9000T CTO
PN: EZ345AV
Purchased in April of 2007
Today I no longer have a display. It was fine this morning, turned it on this afternoon and nothing. I tried powering it off, removing the battery and holding the power button for 30 seconds but that did not help. I even removed the laptop bezel, disconnected and removed the inverter cables, put things back, reseated the memory, reseated the hard drive, etc. and no difference. When powering it on, all the led lights come on, hard drive spins up and I can hear the fans, just no display. I do not get any POST beeps, seems to start fine, just no display at all.
I called HP and they said that my particular model is not included in the additional year warranty extension.
If anyone has any contacts at HP that can assist to get our models added to the extended warranty, please help! |
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Glenn Paul
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Nov 16, 2008 03:03:50 GMT
Unassigned
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Updates:
HP Pavilion DV 9500T CTO Notebook PC
P/N: RL653AV
Purchased: 06/30/2007
Intel(R) Core(TM) 2 Duo T7300
383MB NVIDIA GeForce 8400M GS
I first posted one month ago, having some serious problems with my display. Yesterday my laptop died. The only way it will boot is in Safe Mode, thanks god for that because I was able to back up my data. The updated BIOS version made the matter worse, now my laptop battery status is shown as weak...$1,433.99 gone!
This is unbelievable.Do they really want to lose all their customers? |
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Michał Liberek
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Nov 16, 2008 04:30:54 GMT
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Hi all again.
I just want to say few more things. Not all black screens are results of defective GPU. If you have no display from the beggining - i think it might be BIOS, Display, HDD (cables, connectors) or GPU problem - further any part of Mainboard. Most problems of defective GPUs occurs when display goes into hi-res (1440x900 or 15 inch equivalent) and it no longer can handle that. My conclusion from your posts is that it's because of defective soldering (plastic soldering)- so only resoldering will help. If your laptop is still working but it gets hot really quickly- change thermal compound ASAP cos after 1 year a dual-side tape used here on GPU would be rubbish- it's more isolator then conductor (mine was dry and stiff but 2nd one of same type on Intel chipset was still sticky and wet in touch). Before change my laptops fan was running almost constantly and now it's like a new one with temperatures under 60 degrees while gaming or on 3dmarks with mid fan speed running only time after time for a 15 secs- and maybe it's so long time ago when you bought your laptop but it is how it should look like.
So you must change your thermal compound if you want to have your laptop still running!! If you can't do it yourself- give it to someone.
Second solution is for a different problem and maybe i should use different topic but i think some people may go to a conclusion that its GPU to fast:
If you have black screen just on start up- not related with resolution swap- it might be your hard drive. I had such a problem with system files when i've done hard power off on mine laptop. System files gone corrupted. My hard drive wasn't even starting (couldn't do test in BIOS! nor do recovery format) To repair that problem i had to run boot diagnostic CD (like Hirens boot) and i run Volkov Commander (VC) with full access. It asks if you want to do scan (normal scan like windows does)- say yes. It will repair all corrupted files. Mine laptop was repaired after that despite i thought it's a deeper problem. Just scan - no need to play MBR partition block stuff. |
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Danny Stirn
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Nov 16, 2008 04:37:28 GMT
Unassigned
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Product: dv9500
part number: RL 653AV (not covered under the extended warranty)
NVIDIA GeForce 8600M GS
Vista operating system
Intel duocore processor
Purchased: September 07
Dead: Nov 15, 08
The laptop was working fine this morning, then it switched to "VGA" mode without warning. Could not reset screen resolution and after several reboots, screen finally went completely black. Was able to get into windows in "safe mode" and back up all my files.
Now, when I boot the computer, the screen just goes black after the initial microsoft "progress bar" (just before it should display the circle with the windows emblem in it). |
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Kevin J Jennings
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Nov 16, 2008 05:27:29 GMT
Unassigned
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Michal Liberek
The key to your second issue is to discern all the aspects of the black screen. Like several cases presented above, if the black screen is present, along with the led lights on the bezel and around the power supply input, and if the laptop doesn't even POST and doesn't present any error codes (or audible beeps) then the problem lies in the motherboard. In this case with the defective nVidia GPU's, nVidia has admitted that this is a symptom of a faulty graphics processor. |
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pinocccio
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Nov 16, 2008 17:10:56 GMT
Unassigned
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I am sorry guys,
I missed the part about changing cooling compounds on the chip after an extended period of time..I have also missed that with the other 20 or-so laptops I have owned (and are STIL running fine)
Is that recommendation right AFTER or BEFORE the part in the manual where it says: "warning, opening this machine voids whatever hope for warranty you have"????
Respectfully,
Dan Overgaauw |
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Michał Liberek
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Nov 16, 2008 18:31:55 GMT
Unassigned
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Well, about NPU with LED lights and without posting any beeps. If NVidia says so it's most likely, you can still try to reinsert BIOS battery to be sure you tried everything. I'm just trying to help, and mostly to the people that are OOW and can only hope for warranty enhancement like i did. If your warranty is no longer an issue... Pinocccio, did you faced before NVidia fully accelerated cards or only integrated graph. Well it doesnt matter since the facts are like they are. My laptop is OOW. Even if i would have 2 years extended warranty it still will be OOW. It was running almost all the time on high temps cos dry compound. Since it's written there that solder joints on defective GPU's start to release on temps as high as 70 degrees and more- answer yourself what you want to do in that case- it's your decision. I never said that it's normal in laptops and that you should repair it by yourself. And yes, i think when your laptop is still in warranty and it's really getting hot- you should give it on warranty repair- it should be covered! If you don't want to change it - you can still buy new laptop/MB- cos in my case that was the only solution after brake down if i wouldn repair it by myself.
Don't count that they will change your OOW laptop because there is so many people there with same prob. It still must hit managment 1st and they must be told from above that they must accept warranty enhancement on your model. I don't understand why only some of them are covered if Nvidia accepts all faulty chips (if Nvidia accepts). Some lucky may spoke with a case manager of good will and have their warranty accepted but i don't think it would be majority. But it's them that have chosen which GPU use in their(our) laptops so it's their fault too. |
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Eduardo Assis
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Nov 16, 2008 19:44:56 GMT
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I can't believe this many people are having the same problem and HP won't do anything about it.
I am having the same problem with my computer:
HP Pavilion DV9000
s/n: CNF7030M4L
p/n: RP246UA#ABA
The computer powers on but i get nothing on the screen. (Black screen). No noises, no beeps, just a black screen.
Any computer is supposed to last more than 1 year and 9 months. |
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pinocccio
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Nov 16, 2008 20:00:53 GMT
Unassigned
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Hi MichaÅ Liberek,
I did not mean to chop your head off. The problem lies with HP. Any recommandations from them would be better researched, than by us individually. Fact is: HP cannot give us advice on a problem "that does not exist", or it would be an admission of guilt/knowledge of this situation.
On another note, I appreciate your help in nursing along a terminally ill laptop. It is a road without future. |
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Alan Guan
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Nov 16, 2008 23:41:28 GMT
Unassigned
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To Chris Scipioni:
I read your post and I can honestly say I am in the SAME exact situation as you.
DV9000T CTO
PN: EZ345AV
Purchased in May of 2007
Over the course of this week, my laptop has had random restarts where upon the screen would go black and not even show the HP logo or Microsoft windows loading screen. Rarely, the display would start working at the Windows login screen. However, I can confirm as of this morning, my gpu/motherboard is fried, as all i get is a black/dim screen. Like Chris said, everything is working (LED's, fan, hard drive, etc.) except the display.
I called HP as well and was met with a negative attitude on the phone saying that my model simply isn't included in HP's Limited Service Enhancement.
I hope HP comes to their senses and does something about this, this is ridiculous.
Everyone stay on this post and keep everyone updated with any news! |
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Mark Snidero
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Nov 17, 2008 00:01:49 GMT
Unassigned
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HP DV9000
P/N: EA345AV
Go 7600
I've got the same problems as everyone else here.
To get this resolved we need a concerted effort or they will most likely not listen.
Thanks...Mark |
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Junaid Yusuf
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Nov 17, 2008 00:13:23 GMT
Unassigned
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Hello all,
My laptop suddenly died, without showing any signs of problems as stated by other posters here.
Model: DV9207us
GPU: GeForce Go 7600
Purchased on: 6/25/2007
Died on: 11/05/2008
Sent to HP for repairs on 11/10/2008
Returned by HP: 11/13/2008
Service Charge: $298.00
Order summary
Model number:
RP282UA , HP PAVILION NOTEBOOK PC DV9207
Serial number:
CNF7066B4K
Replacement serial number:
Order type:BOX PLUS PICKUP & REPAIR, 1 DAY SHIPPING
Failure : MALFUNCTIONING
Warranty status:
out of warranty
Service charge:
$298.00
Payment method:
VISA
Junaid |
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Chris Scipioni
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Nov 17, 2008 00:25:38 GMT
Unassigned
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Since the DV9000T was my primary PC, I had no choice but to replace it. I was not about to wait for HP to do the right thing and expand the warranty extension out to the rest of us. And after hearing about those lucky enough to get the free service, only to have the same thing occur months later, I was not about to spend 400+ for the repair myself when I could spend an extra $150 and have a brand new laptop.
HP may think they're saving $ by not expanding the warranty out to the Intel/NVidia customers, but with the sheer volume of people on this and several other forums I've read, they are alienating a huge existing customer base as well as anyone considering an HP laptop that stumbles upon these forums. I also work in IT and this has definitely clouded my view of HP and their ability to respond properly to customer concerns.
I still welcome the opportunity to send my DV9000T in free of charge for repair (once I get the HD out and the data transferred off some how) so that I may actually be able to get additional use out of it. |
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Peter Gr
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Nov 17, 2008 00:41:33 GMT
Unassigned
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Another HP computer with the same problem. The computer powers on and the screen turns black. HP want $400 for the repair of a 1 year and 4 month old laptop.
HP Pavilion DV9000
s/n: CNF7323NG7
p/n: RL653AV |
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Mark Snidero
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Nov 17, 2008 00:45:25 GMT
Unassigned
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I didn't state this in my post above but I have never had a problem with HP until now. I have two other HP desktops in my home, an hp all in one, an hp 4250n printer and prior to selling my business we had about 30 HP desktops plus server, printers, etc. All HP.
That's why I don't understand why they are shirking their responsibility. I am sure there are others like me on this post and off that are questioning whether HP is no longer the company they were a couple of years ago. I for one, hope they are and will step up to the plate. And from the looks of those on this forum, I'm not the only one. And knowing how negative opinions spread
So you can fix it now, or you won't get any of my money later. If they fix it, I'll chalk it up to a problem with a supplier, and a responsible company that fixed the issue for their customers. I go happily along purchasing HP products and all is right as rain... |
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Ozgur Cobanoglu
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Nov 17, 2008 06:25:33 GMT
Unassigned
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Twice my laptop(still at service)
Once one of my friend's
Twice business ones at work....
I really wonder when HP will have the guts to confirm this!
You should call back all pavilions you sold so far, but no! |
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RonKe
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Nov 17, 2008 15:33:52 GMT
Unassigned
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Peter Gr,
Did you or others start receiving the "nvlddmkm stopped" error before your GPU meltdown?
I have the same notebook p/n RL653AV as you do (did!) and I have had it for 1 year 3 months, just 1 month less than when yours failed.
My machine is giving several warning each day of :
"Display driver nvlddmkm stopped responding and has successfully recovered"
I have the latest HP listed NVIDIA 8600 M GS driver:
7.15.11.7432___Dated: 2/26/2008
The description in the Problems/Error Report:
"A problem with your video hardware caused Windows to stop working correctly"
Thanks.
Referencing your post:
"Another HP computer with the same problem. The computer powers on and the screen turns black. HP want $400 for the repair of a 1 year and 4 month old laptop.
HP Pavilion DV9000
s/n: CNF7323NG7
p/n: RL653AV" |
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pinocccio
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Nov 17, 2008 17:29:27 GMT
Unassigned
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As a generalisation, we all seem to have slight variations of the same problem. I am amazed at the amount of people on this site, and the apparent inability of HP to cope with this.
Dan Overgaauw |
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Sonia Fields
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Nov 17, 2008 17:39:49 GMT
Unassigned
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I contacted KCRA channel 3 News (Call 3 for action) out of Sacramento, CA. I received a call back on Friday the 14th but missed it, however I am talking to him this coming Friday the 21st. So, if anyone wants me to post my results, I will gladly!
Here's my story. Sorry if I jump around a lot but I get very angry when I'm taken advantage of especially when it involves my hard-earned money.
My laptop is a $1200.00 Pavilion DV9500 notebook purchased in August 2007 and it died the first time in July 2008. I always thought it felt too hot and knew it was overheating. But not until it wouldn't power on anymore did I realize this thing is a piece of crap lemon. Tech support almost convinced me to pay over $600 the first time. Said it was a liquid spill on the motherboard. Yeah, not caused by me!! I finally got them to cover it for free, but not without throwing a raging fit and speaking to every Tom, Dick, and Harry in the place!! Come to find out, the problem was it overheated and melted something causing a liquid spill on the motherboard. (I think) I can't remember because they were so vague when I asked what the exact problem was. Anyhow, it's "died" again and it's only been only 4 months since they so-called fixed it the first time. I called and they will not help me at all. They want $427.36 from me before they will even send me a box to ship it to them. (because my warranty has expired) I have to pay that much money for repairs that haven't even been made yet? GET REAL HP! And to top it off, my notebook is NOT listed as one that will be repaired under the extended warranty. So, I am hoping to get my notebook repaired AND a new one just for my troubles.
When I asked him why I was having to send a one year old notebook in for repairs, he answered
"some things go your way and some things don't. This time it didn't happen to go your way".
Thanks HP.
Sonia Fields |
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Danny Stirn
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Nov 17, 2008 18:18:48 GMT
Unassigned
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In addition to the info I posted above, I also received the message,
"Display driver nvlddmkm stopped responding and has successfully recovered"
a couple of times (once before the screen started going "black" on me and once after I started troubleshooting this problem). |
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Lance Waidzunas
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Nov 17, 2008 20:32:13 GMT
Unassigned
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RonKe
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Nov 17, 2008 20:41:22 GMT
Unassigned
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Danny S,
Thanks for confirming that you received the Warning: "Display driver nvlddmkm stopped responding and has successfully recovered"
You, Peter, a few others and I have the same p/n of RL653AV. Yours failed just 2 days ago and the others failed recently.
I guess my machine's failure is just a matter of time given the sequences of events others have illustrated before their GPU meltdown.
My setup cost over $3000.00 because I got the Expansion Base, external hard drive, HP printer, and numerous HP accessories. I thought I was purchasing a high-end computer from a highly valued company.
If my unit fails, my only Internet communication is a public library computer 1 hour distant.
Signature: HP Pavilion dv9500t (t=Intel)/ RL653AV/MS Vista Ultimate (64-bit) Vers. 6.0.6_SP1/ Intel 2 Duo CPU T7500 @ 2.20 GHz/ 2 GB Ram/ BIOS Vers.F.09/Purchased August 2007 |
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RonKe
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Nov 17, 2008 21:02:04 GMT
Unassigned
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daniel granberg
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Nov 17, 2008 21:37:51 GMT
Unassigned
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product_name : HP Pavilion dv2535ea
part_number : GJ032EA
serial number : 2CE7343JP6
Processor : Intel
There is no video on the computer LCD panel or external monitor.
The battery charge indicator light does not turn on when the battery is installed and the AC adapter is connected.
The Laptop will Boot and log into Windows however there will be no image displayed on the screen. This includes the boot up process.
Sound familier? |
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Ronald Dippel
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Nov 17, 2008 22:09:27 GMT
Unassigned
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I've had the same problem with the video card no longer operating. I have a hp pavillion zd7000 with a nvidia geforce fxgo5700. I bought in in 2004 and the machine was very lightly used-only on a couple out of town vacations-never for gaming. A few months ago the computer would no longer boot unless the video card was disabled (using the vga mode only). Computer still works but with only vga graphics-not exactly what I paid up for when I bought it. HP has had me try various things to correct, i/e reseating the hard drive, the ram etc. to no avail.
When I responded to HP that their tests didn't help (as they requested) their server evidently rejects my response. Here is the entire message if anyone cares to read:
In a message dated 11/17/08 14:20:08 Central Standard Time, MAILER-DAEMON@g1t0031.austin.hp.com writes:
laptop_support_en@mail.support.hp.com
--------------------------------------------------------------------------------
Subj: Undelivered Mail Returned to Sender
Date: 11/17/2008 02:20:08 PM Central Standard Time
From: Mail Delivery System [MAILER-DAEMON@g1t0031.austin.hp.com]
To: Usrdippel1
Sent on: Unknown (No Version)
This is the mail system at host g1t0031.austin.hp.com.
I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can
delete your own text from the attached returned message.
The mail system
<laptop_support_en@mail.support.hp.com>: delivery temporarily suspended: lost
connection with dbcicpp.cce.hp.com[16.234.72.26] while sending end of data
-- message may be sent more than once
--------------------------------------------------------------------------------
Subj: Fwd: Undelivered Mail Returned to Sender
Date: 11/14/2008 01:30:18 PM Central Standard Time
From: usrdippel1
To: laptop_support_en@mail.support.hp.com
I don't know if you received the prior message I sent but if not here is another copy from a rejection I received from your server. Thank you.
--------------------------------------------------------------------------------
Instant access to the latest & most popular FREE games while you browse with the Games Toolbar - Download Now!
--------------------------------------------------------------------------------
Subj: Undelivered Mail Returned to Sender
Date: 11/14/2008 12:01:35 PM Central Standard Time
From: Mail Delivery System [MAILER-DAEMON@g5t0011.atlanta.hp.com]
To: Usrdippel1
This is the mail system at host g5t0011.atlanta.hp.com.
I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can
delete your own text from the attached returned message.
The mail system
<laptop_support_en@mail.support.hp.com>: delivery temporarily suspended: lost
connection with dbcicpp.cce.hp.com[16.234.72.26] while sending end of data
-- message may be sent more than once
--------------------------------------------------------------------------------
Subj: Re: HP Pavilion zd7000 CTO Notebook PC e-mail supp
Date: 11/11/2008 11:02:23 AM Central Standard Time
From: usrdippel1
To: laptop_support_en@mail.support.hp.com
I have performed all the steps listed on your email and nothing has helped the problem with the video card. I did the hard reset with nothing attached, reset the bios to defaults, reseated the hard drive, reseated the ram chips, booted into safe mode with networking to find a system restore point (I had done this before with no effect but since I reformated the hard drive there was no prior restore point available), did both hard drive self tests and both passed.
The computer still will not boot with the video driver installed, only vga. Any other ideas on how to correct the problem? Windows still shows the video driver is bad but I've tried to load several different versions of Nvidia's driver for the card to no avail. Thanks for your help.
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: usrdippel1@aol.com
Sent: Mon, 10 Nov 2008 5:29 pm
Subject: Re: HP Pavilion zd7000 CTO Notebook PC e-mail supp
Hello Ron,
Thank you for contacting HP Total Care.
I understand from your email that you are experiencing boot issues with the notebook.
You are able to boot into VGA mode but not to the normal windows.
Please do not worry as we are here round the clock to assist you with any technical issues that you have with your product.
I recommend you a set of troubleshooting steps need to be performed which will help us to isolate the actual cause and arrive at the right solution.
NOTE: Please perform one Step and then check if the issue gets resolved. If the issue persists, then proceed with the next step.
=== Disconnect any peripheral devices and do hard reset ===
Disconnecting peripheral devices and Forcing the notebook to reboot may resolve the issue.
1. Press and hold the power button until the notebook powers off.
2. Disconnect the USB device or any other connected hardware such as printer, scanner, camera, keyboard or mouse.
3. Reboot the notebook.
=== Reset the BIOS to defaults ===
1) Click Start, Shut Down (or Turn Off Computer), then Restart.
2) When the HP logo appears, quickly keep tapping F2 or F10 keys on your keyboard to enter into BIOS Setup.
3) Use the arrow keys to highlight the "Exit" Tab on the top row.
4) Use down arrow key to select the last option 'Load set up defaults'.
5) If you get any pop up window select 'Yes' & press the 'Enter' key.
6) Press F10 to save & exit the BIOS.
=== Reseat Hard Drive ===
Please open the link given below and follow the instructions which have a video demonstration about reseating hard drive.
http://h20181.www2.hp.com/plmcontent/NACSC/SML/results.htm?SID=366373&MEID=548934D5-C75F-4EC4-92A7-D00D8E73EBBA
=== Reseat RAM ===
Only one memory module is required for the notebook to operate. If two memory modules are installed, each memory module should be tested in the notebook independently of the other. Use the memory replacement steps for each memory module.
Please open the link given below and follow the instructions which have a video demonstration about reseating memory modules.
http://h20181.www2.hp.com/plmcontent/NACSC/SML/results.htm?SID=366373&MEID=548934D5-C75F-4EC4-92A7-D00D8E73EBBA
=== Boot into Safe mode with networking ===
1. Turn on or Restart the computer
2. Start tapping F8 when you see the first screen on the computer
3. Windows Advanced Options appear on the screen
4. Select Safe mode with networking using the arrow keys on the keyboard.
After booting into safe mode, perform a system restore.
Restoring the computer to a previous point
If your computer stops working correctly, you can restore it to a previous point in time. Use the following steps to restore your computerâs configuration:
Click Start, Programs (or All Programs), Accessories, System Tools, then System Restore. The Welcome to System Restore window displays.
Select Restore my computer to an earlier time, and click Next. The Select a Restore Point window displays.
Select a bolded date and a restore point, and then click Next.
Click OK if a pop-up window about closing programs appears. The Confirm Restore Point Selection window displays.
Click Next. The computer should shut down and restart automatically after the restoration completes. The Restoration Complete window displays.
Click OK. The computer has now been restored to a previous time when it worked correctly.
NOTE: If an error message appears saying that the PC cannot be restored to the point you selected, try a different restore point.
A Restoration Complete window should appear.
Click OK.
If the steps provided above do not resolve the issue then perform a hard drive self test.
=== Hard Drive self test ===
Use the steps below to test the hard drive in a Notebook PC using the HP Hard Drive Self Test.
Note: If the notebook PC is configured with two hard drives then it may be necessary to test each drive separately.
1. Plug the AC adapter into the Notebook PC.
2. Press and hold the Power button for 5 seconds to turn off the PC.
3. Press and hold the F10 key. Then press the Power button to turn on the PC releasing the F10 key after text is displayed on the screen of the PC.
4. After the BIOS Setup Utility is displayed, use the Right Arrow key to select the Tools menu.
5. Select Hard Drive Self Test.
6. Press the Enter key to start the test.
The Hard Drive Self Test will provide an Estimated test time. A Quick test, a Comprehensive test and a SMART test will execute when the Enter key is pressed.
If any test fails, contact HP service and support for instructions on how to order a replacement hard drive.
If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self
Test.
Note: Many PC problems are related to soft failures on the hard drive. The comprehensive portion of the HP Hard Drive Self Test will repair soft errors on the hard drive, but it will not report the errors. After the test is complete, be sure to restart the PC to see if test repaired the problem you may be experiencing with your PC.
If you need further assistance, please reply to this message with the outcome of the steps and we will be happy to assist you further.
You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.
For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare
Sincerely,
Philip,
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8018098454]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. Stay connected and protected with HP's new online storage and sharing service, HP Upline. To try it FREE for one year, please visit:
http://redirect.hp.com/svs/rdr?TYPE=4&s=upline&tp=upline_email&pf=cndt&locale=en_us&bd=pavilion&c=none
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.
-----Original Message-----
From: usrdippel1@AOL.COM
Date: 11/11/2008 04:23:35 INDIA
To: HP Support
Cc:
Subject: HP Pavilion zd7000 CTO Notebook PC e-mail support
hp e-mail support
Webform submittal date/time : 10 November 2008 22:53:42 UTC
language_code : en
language : English
Country of Residence : United States
product_line : KV
product_oid : 1148894
product_name : HP Pavilion zd7000 CTO Notebook PC
part_number : DF872AV,DF867AV,DF869AV,DF871AV,DF868AV,DF870AV,DP078AV,DU887AV,DP079AV,DP080AV
purchase month : 11
purchase year : 2004
problem area : monitor/video
serial number : CNF4480GSL
operating system : Microsoft Windows XP Home
What type and brand of CD/DVD media do you use? : DVD-RW Imation
Was the CD/DVD writer drive built into the computer when you purchased it? : yes
error message : stop 0x00000ea thread_stuck_in_device_driver (q293078)
problem description : Computer will hang up on the windows boot screen and will continually try to reboot. I removed each device driver one by one in the safe mode and after I removed the Nvidia video driver the computer would boot fine in the vga mode. Windows troubleshooting states there is a problemwith the video card driver.
troubleshooting : I removed each of the drivers one by one in the safe mode and finally got the computer to boot ok (in vga mode) when the nvidia video driver was removed. I have completely reformated the drive and reinstalled windows xp and all the items on the disk I received when I originally purchased the computer. Computer still would not reboot properly. I again formated and reinstalled all the drivers with the exception of the nvidia video driver and the computer booted fine (although it was in the vga mode, not using the nvidia driver).
setting changes : nothing changed.
tech skill : Intermediate
first name : Ron
last name : Dippel
phone : 6184761296
email : usrdippel1@aol.com
form url : $emailformprotocol://h10025.www1.hp.com/ewfrf/wc/email?product=1148894&lc=en&cc=us&dlc=en&lang=en&cc=us
form country : United States
--------------------------------------------------------------------------------
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I presently have three dell computers, a compaq, a hp laptop (and in the past 5 other hp computers). |
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aSpen
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Nov 17, 2008 23:02:43 GMT
Unassigned
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p/n # CNF7070IVF
s/n # RP282UA#ABA
I have had my computer for a year and half. Was told by some Indian guy back in May that my warrenty doesn't expire until November. I go to extend my warrenty today and nope can't do it. There is nothing available for my computer. My comp is only a 1.5 years old and HP said they could do nothing for me.
The computer when turned on goes to a black screen, nothing shows up..NEVER..When I first got my computer it was fine. Then all of a sudden one day the screen bows and froze. Turned it off and back on and never came on again. So now I am stuck with a $1200 dollar computer just sitting here because Best Buy told me it would cost $400-$1100 to fix it... |
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Sao Pontes
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Nov 18, 2008 18:09:44 GMT
Unassigned
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Nice to hear today that HP profits have beaten expectations.
The thousands of ex customers paying for replacement motherboards must surely have helped the bottom line |
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Ash Jolliffe
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Nov 18, 2008 21:38:25 GMT
Unassigned
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After numerous calls to technical support and customer care. I wrote an official complaint letter, detailing exactly what had happened. I included examples, referenced this thread. It was pretty damning evidence that the issue is not contained. All of this simply got me a call, from one of the same people that I had previously spoken to, telling me that there was nothing that HP were going to do.
They have "tested" my model, (dv9050ea with a Go7600 card) and they have concluded that there is no known issue with it. Personally I would love to know how they tested it, did they use it for an entire year? Or did it just work. Once.
Even when he was told that some customers had their laptops repaired by HP for free, he denied that this would ever have occured and that there was no way that HP would do this.
I am now being forced to pay up for the repair, which was not expected.
I can guess that it will occur several days after my warantee expires again.
If anyone has any luck... good for you. I wish you all the best. |
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RonKe
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Nov 18, 2008 22:44:17 GMT
Unassigned
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Ash,
I wonder what brand of computers people are replacing their HP computers with?
We all certainly want to avoid NVIDIA GPUs.
We all are forced to rely on computers in this era of e-communication and e-commerce.
I can imagine the helpless, empty feeling that comes with losing all of your important computer files. |
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Eduardo Assis
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Nov 18, 2008 22:46:36 GMT
Unassigned
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Like many of you here I am also a victim of what initially seemed like a good deal (DV 9000 piece of junk). |
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Tracy LeBlanc
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Nov 19, 2008 02:18:37 GMT
Unassigned
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dv9260nr intel cpu vista ultimate 64
I've had nothing but problems with my laptop since purchasing from Best Buy 4/5/07. Bluescreens, freezing, weird wavy display from time to time you name it.
Sent it back while under warranty 3 times. Now out of warranty. HP says they will fix it. Just send $398.00. FU. I spent $2400.00 on this machine, now for the last 3 months vertical colored bars lace my screen like in the movie Matrix. Now I can't get the machine to do anything short of plugging a separate display in, but you know what, same problems through the VGA port. I can't get the machine to recover anymore. Recovery Disks don't work either, even in Safe Mode.
I am so glad I persisted. Thx Joaquin. I note there are 89,000 hits and counting on this topic.
Anyone have any positive results yet? Replacements? Tracy LeBlanc, Architect New Jersey |
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Kevin J Jennings
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Nov 19, 2008 03:38:14 GMT
Unassigned
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Tracy LeBlanc,
If you had your laptop fixed three times while under warranty, you may be entitled to replacement under that option.
I have the same model which now makes an interesting conversation piece on my shelf. I now have a Cyberpower PC with ATI Radeon 3850 x2 sli graphics... |
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Ash Jolliffe
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Nov 19, 2008 08:56:23 GMT
Unassigned
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They don't even have a cover story for why all of our laptops are failing at the same time. I asked him "So how can HP explain why hundreds of people have simultaneously developed the same issue, which is identical to a known issue, without it being that same known issue"
His reply "I can only go on the information I have here." |
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Meir Pahima
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Nov 19, 2008 09:06:42 GMT
Unassigned
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I have the same problem.
Here's my info
DV9200 CTO
serial#-CNF7093h2t
P/N- EZ345AV
Service ID- 17135
System info reports Intel CPU T7200 2.0GHz
64 bit CPU
Nvidia Ge Force 7600
It came with F.16 Bios
bought : April 07
having on and off problem for the last 6 months
and now the machine is dead (same screen flickers described here)
We should all be covered under the extended warranty |
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Michael Owen
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Nov 19, 2008 13:40:41 GMT
Unassigned
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DV9000z AMD nVidia Go7600
Ordered in March 2007
Sent in for first repair Oct 2007 to replace the motherboard with GPU symptoms(dashed horizontal lines during boot and then BSOD)
Sent in for second repair Nov 18th 2008 for what will be another motherboard replacement due to GPU symptoms(dreaded beep codes during POST with no display) and a randomly failing wireless card.
Read the link in an earlier post about the nVidia GPU problem, it appears they are still not out of the water yet.
Also read in another thread that the issue is related to poor heat sinking issues.
I'm affraid that HP may be replacing the defective motherboards with more yet-to-be defective boards. Only time will tell. Sadly, it will probably fail again outside of this extended warranty period they have offered.
Mike |
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Michael Kemble
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Nov 19, 2008 16:46:09 GMT
Unassigned
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Just thought I would join the club.
dv9000 p/n ez345AV
not covered by the HPLWSE.
Exhibiting the exact same symptoms as described, no display on laptop, external display shows corrupted graphics. |
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karthik L
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Nov 19, 2008 19:40:58 GMT
Unassigned
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Hey Guys,
Thank you everyone for sharing all the information. I have a DV2500T CTO Notebook with Nvidia8400GS Chipset and exactly the same problem with my video card. Myscreen would go blank or i start seeing horizontal lines in my screen. I have 29 days of my warranty left. After lot of struggle, I spoke with a HP Customer care person in Canada (am from calgary) and they decided to take my laptop for service. Do you guys think this problem can be fixed? How can I make sure that my problem is fixed by HP when it comes back from the service center? Fortunately mine failed before the end of warranty. I would appreciate any information.
Thanks
KARTHIK |
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E.Zara
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Nov 19, 2008 20:44:20 GMT
Unassigned
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Hi all, I have a "HP Pavilion dv9200 CTO" , model number: ez345avr.
After having owned this unit for seven months, it no longer displays anything but a garbled/glitchy mess. There is NO doubt in my mind the video card is at fault.
An HP rep said they'd (service dept) happily take a look at my laptop, but that I'd have to pay for repairs since I am not covered under the limited extended warranty.
Apparently, the terms of the warranty don't mean squat since my notebook CLEARLY falls under the 92xx series.
The good news: I'm interning for the Chicago Tribune. My boss is the co-editor of the Shopping section. Coincidentally, he's also one of the many co-editors of the Business section. Recently he's been trying to do angles on businesses who shortchange the consumer in this new economy. This HP piece is at the TOP of my list.
I've been given a couple months to research this lead.
This forum (and a few others) will be a great starting point. Thanks to all. |
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Eduardo Assis
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Nov 19, 2008 21:06:56 GMT
Unassigned
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Hello Wayne,
Who is Mark Hurd and how do we contact the main office? |
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Joaquin Agatiello
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Nov 19, 2008 21:55:21 GMT
N/A: Question Author
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E.Zara
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Nov 19, 2008 22:12:34 GMT
Unassigned
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Honestly, it's rare to find this level of consumer negligence as of late. Recently "Best Buy" has also started cleaning up its act, which limits my research to this and couple other cases.
I honestly hope HP does nothing about this so there's some serious PR accountability.
As far as a temp fix, let me share some tips I've come across from the rest of my research for this future article (headline, I hope).
This tip was found at the GURU3D chats and it involves UNDERCLOCKING your video card (GPU):
* Download Rivatuner. Boot up your laptop in safe mode (if at all possible!). Install RivaTuner.
* In the Main tab, click the CUSTOMIZE icon by the Driver Settings section.Choose the SYSTEM SETTINGS image.
* Choose ENABLE DRIVER LEVEL HARDWARE OVERCLOCKING
* Under OVERCLOCKING, lower the Standard 2D clocks as low as they'll go. Mine are at 80 MHz
* Where it says STARTUP SETTINGS, choose APPLY OVERCLOCKING AT WINDOWS STARTUP.
* Hit OK and restart.
Additional notes: The GPU can be slightly further cooled by turning off AGP sideband addressing support AND AGP fastwrites support. This can be found under LOW LEVEL SYSTEM TWEAKS.
This should buy you some time before the video gpu melts completely. |
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p12yncess aSpen
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Nov 19, 2008 22:15:26 GMT
Unassigned
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E. Zara - I think in most everyones cases no one can even get their computer to boot up...I know I can't. Black screen forever and ever.. |
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E.Zara
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Nov 19, 2008 22:19:29 GMT
Unassigned
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p12yncess: I know. In fact, my unit will only work with an external monitor. And poorly at that. |
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karthik L
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Nov 19, 2008 22:50:31 GMT
Unassigned
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Guys i am sending my HP DV2500T with a faulty NVidia8400GS for service. Seeing the kind of complaints, I am just worried whether HP would give me a temporary fix and let it go out of warranty. How should i test whether the service has been justified after it comes back. Please suggest me ideas guys. |
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WayneSallee
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Nov 20, 2008 02:11:38 GMT
Unassigned
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@ Eduardo Assis
Mark Hurd is the CEO of HP.
Wayne Sallee |
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susan luter
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Nov 20, 2008 02:20:07 GMT
Unassigned
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thanks for the thread - i guess when i started noticing the probles, i somehow thought i was doing something wrong and so i didn't investigate earlier...and now, i find that - low and behold, this has happened to all these other people too!
it's a relief to know that, but it doesn't do any of us much good, eh?
I have one of the laptops that isn't on the recall list (i think) for this particular issue - the crapping out of the video card (or motherboard) - but i am on the recall list (i just found out) for the wireless internet not being recognized, blah blah.
I have dv2415nr
p/n: ga534ua
i don't know what the gpu model is.
i can't turn my laptop on anymore - it does nothing (but the little blue lites go on).
i'm so frustrated. i don't even know where to begin.
the problems began LITERALLY 1, maybe 2 weeks after the warranty expired.
Ugh! |
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Joaquin Agatiello
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Nov 20, 2008 02:59:36 GMT
N/A: Question Author
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At this point it's more than clear that we are dealing here with DEFECTIVE HARDWARE, even Nvidia disclose in early July this year that "...arising from a weak die packaging material set in certain versions of our previous generations MCP and GPU products used in notebook systems."
Whatever the DEFECT with these Nvidia GPUs is, it's also clear that Nvidia is RELUCTANT to DISCLOSE COMPREHENSIVE information about the TRUE NATURE of the problem and the TRUE EXTENT of it, so far we STILL DON'T KNOW from Nvidia which GPU models are affected...
Any method other than replacing (if possible) a failed defective unit with a non-faulty nor defective one...is just a WORKAROUND method....Particularly, when the workaround is a software/firmware solution...in that case it's just a way of delaying the occurrence of the failure of the defective hardware by means of performance detriment, and/or adversely impacting one or more related components life and performace....
That's why it's a whole lot easier to fix software problems than hardware problems...you just have to apply a 'patch' or a 'service pack' ;-)
DON'T GIVE UP ON THIS... |
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E.Zara
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Nov 20, 2008 06:03:40 GMT
Unassigned
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This is quite interesting. And yet it's exactly what I was hoping for: censorship.
Now, I might be wrong, but I could have sworn there were some posts made about links to various outside sources. Luckily, I took both screenshots and saved the page before the thread was censored. More grist. I love it. My boss is mulling it over to let me write the article outline since I'm one of these corporate "victims." Cheers, all! |
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Paul Inventado
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Nov 20, 2008 08:01:06 GMT
Unassigned
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I gave my laptop again last week to an HP service center. They called me up yesterday telling me that I had to go there to backup my files since they might have to reformat it. They said they have changed the system board.
When I went there to back it up, the same problems with my laptop were there. Specifically the multiple screen problem and hangs. So I called them up telling them not to format my laptop since apparently the board has not been changed. They then told me that it was changed. That would be impossible since a multiple screen problem during the startup screen and BIOS screen is clearly not caused by the operating system. I kept on arguing and ended with me saying unless they can ensure me that they changed the board, I don't want it formatted.
I don't know what will happen though. Right now I'm trying to find a way to just sell it. It's just getting to be a liability with me keeping on going to the service center and worrying about my files and all.
The service guy even says it would be better for me to save my files in an external drive. Maybe he is right I need an external drive because I have a 120GB HDD built in my laptop. Hehe |
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WayneSallee
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Nov 20, 2008 12:57:36 GMT
Unassigned
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@ Paul Inventado
Just take your hard drive out, and send in your laptop without the hard drive.
That's what I did. And now I have a newer defective motherboard that also needs to be replaced.
Wayne Sallee |
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Ash Jolliffe
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Nov 20, 2008 19:34:47 GMT
Unassigned
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E.Zara,
I really hope that your boss lets you write that article, we could all really do with it right now.
I'm a UK citizen, but if theres anything I can do to help with your research then please, don't hesitate to contact me.
Everyone else,
Don't give up. If enough people call enough times, something could change.
I wish you all the best of luck. |
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damian galek
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Nov 20, 2008 20:32:23 GMT
Unassigned
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Same problem:
Pavilion dv9260nr
RP250UA#ABA
Not on the list
bought: September 8th 2007
died: November 15th 2008
waiting for recall update |
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Regina di Gualco
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Nov 20, 2008 22:37:20 GMT
Unassigned
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HP Pavilion dv9540us
p/n GA336UA
1.5 GHz Intel Core 2 Duo T5250
Nvidia GeForce 8600M
Bought July 10, 2007
Died November 17, 2008
The CPU and graphics info are from the laptop description at Amazon where I bought this. Since I can't boot the darn thing, I don't know if the data is exactly right.
Got the "Display driver nvlddmkm stopped responding and has successfully recovered" message three times, was able to boot the machine once. Now when I turn on the machine, I just get some thin rainbow stripes which curl away to the corner leaving me with a blank screen. No HP logo, nothing. No luck hooking it up to an external monitor, putting in the restore disks, nothing.
I can't believe HP doesn't include my model in their "Limited Warranty Service Enhancement." I obviously have the same problem as folks with an AMD CPU. |
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Nevada104
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Nov 21, 2008 01:08:31 GMT
Unassigned
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I'm another victim.
DV9000 (DV9200)
Intel
GeForce Go 7600
It's about 15 months old and had the screen go out 2 weeks out of warranty, they extended it after I wrote the CEO and now 90 days later, the GPU goes out. I know they knew about the problem then. |
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mike gentzler
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Nov 21, 2008 02:29:43 GMT
Unassigned
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Please add mine to the list
DV2100 - RM668AV
Purchased 12/06, $1300
Died 11/08 of GPU issue.
The problem got worse, like a disease. Once the fault develops, it is triggered by temperature. I can now only get the laptop to boot by first putting it in the freezer. It runs for about 5 minutes.
I am going to try disassembling and looking for failed solder. The manual is here http://h10032.www1.hp.com/ctg/Manual/c00729555.pdf According to HP, the motherboard costs $445, so replacement is not an option. If it is not fixable, I am tossing it! If it is fixable, I will post. If anyone has been able to fix, please post. |
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Richard D Kennedy II
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Nov 21, 2008 03:15:12 GMT
Unassigned
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21 month old dv9230us
PR247UA - not in recall list
Intel Processor T5500
Go 7600 GPU 256m
This thread has saddened me to the apparent fate instore for my laptop. I can say that(I almost fear typing this) mine is, so far, fairing better than most. I game this pc not hardcore but a good workout. FEAR, Doom3, BF 1942 DC, Tomb Raiders, Gears of War, HL 2, Portal, ...
I've seen the 'recoved from driver not responding' in the past. Prior to latest drivers(sp38280.exe}. The issue I have is the BSOhaving to stop and do a memory dumb - screen stating that 'an interup on the secondary processor was not received in the aloted time' or close to that phrasing. The excessive heat has to be seen as a huge factor in the damaged hardware we are reading about. |
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RonKe
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Nov 21, 2008 15:47:09 GMT
Unassigned
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HP,
Appearances are that through little or no fault of your own, NVIDIA gave you and other companies defective GPUs. Please do not ruin your customer base for NVIDIAs failure to supply you quality controlled tested GPUs.
I am experiencing the precursor errors many have with my dv9500t machine that eventually lead to the GPU failures. Therefore, I am not in the complete computer failure column yet, but I cannot read this forum and not become outraged of how you are treating your once-loyal customers.
You can still recover from this business fiasco and regain customer trust by ensuring that you take the steps to treat your customers fairly. Again, NIVIDIA was the impetus for all the failures, not you, and certainly not your customers.
I frequently check this Business Forum so please do not delete this post.
Friday, November 21, 2008 at 08:47 MST |
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dlee300z
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Nov 21, 2008 17:49:04 GMT
Unassigned
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HP Pavillion DV9207US
p/n: RP282ua
Nvidia Geforce 7600
Intel CPU/MOBO
This is my experience.
Bought the laptop from COMPUSA in 05/06.
It's always been really hot since I got it.
Had the screen replaced due to a cracked left hinge under warranty 8 months later.
About 2 months ago, the built-in webcam stopped working. Had HP troubleshoot it with no solution. Then another problem started happening. The screen started to look like the Matrix literally. Horizontal lines and the whole laptop would freeze up.
Now another problem. The built-in wireless switch is no longer functioning. No LED and no more wireless connectivity. So basically right now I have a $1400 piece of crap.
I have been chatting with HP technical and even got assigned a CASE WORKER who basically said I have to send it in for repair for a fee of $450. This was the funny thing. The case worker that the service enhancement is for the laptops with AMD cpu's and AMD motherboards only.
What can I do? |
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Peggy Hill
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Nov 22, 2008 01:03:45 GMT
Unassigned
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HP Pavillion dv9500
p/n RL653AV
Purchased Aug/Sep 2007.
Recently started experiencing start-up display problems. Screen starts out green instead of normal gray. Then when system boots up is shaking, distorted and has pink lines. After a few moments refreshes to normal. The duration is increasing.
I am not sure if these are early warning signs of the problems you are discussing.
I had an online chat with HP. After determining that my laptop was out of warranty(just), said it was a hardware problem and it would cost $298 complete to repair. The nature of the repair was not revealed, only that the repair would come with a 90 day warranty.
I am worried that this is a widespread problem. I use my computer for business and cannot afford for it to "die". I have backed up my files and am praying. |
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Nevada104
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Nov 22, 2008 09:50:07 GMT
Unassigned
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Could it be that I found a solution? I'm not sure but it's booted normally twice...and my fingers are crossed.
I chatted with an HP tech and after explaining the problem, she said to load the nvidia driver from the recovery disk. I went to the support site and downloaded the oldest driver listed. I also found this post (very bottom) about disabling the Transient Multimon Manager (TMM) and did that at the same time.
http://forums.nvidia.com/lofiversion/index.php?t34934.html
I don't know if it's one or both that made a difference but if this solves it, I'm going to be happy, even though I followed so many suggestions that I'm going to do a full recovery just to make sure everything is back to normal. |
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Douglas Ramsey
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Nov 22, 2008 15:56:02 GMT
Unassigned
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Same problem:
Pavilion dv9260nr
Product Number: RP250UA#ABA
Not on the list for extended warranty repair.
Bought: June 2007
Died: November 2008
HP Support wants $400 to fix the issue. |
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george r johnson
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Nov 22, 2008 16:15:18 GMT
Unassigned
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Same problem here and of coarse the extended warranty does not apply to me because I have the Intel chip.
This is not right!
What can I do? |
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Nizar Khayyat
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Nov 22, 2008 22:19:11 GMT
Unassigned
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Mine is Pavilion dv8394ea
s/n: CND6311T7z
p/n: RE346EA#ABV
Intel CPU, GeForce Go 7600 GPU
I bought it 2 years ago, started to fail Mid-July this year.
DONT STOP POSTING PEOPLE.
as many others, i have been recommending HP laptops to all people i know as its not my first HP laptop, HP have disappointed me as they made the rest of customers, i have contacted HP with no use. |
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Nevada104
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Nov 23, 2008 03:58:02 GMT
Unassigned
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Yep. It lasted just long enough to make me think it was going to work.
It's been a pain all day. |
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Meir Pahima
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Nov 23, 2008 17:19:30 GMT
Unassigned
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I also have the defective Nvidia GPU ...
Model : DV9200CTO
Graphics : Nvidia 7600 GO chip
Problem : Complete blank screen after boot
Occurance: 1 Year 5 Month after purchase
Thanks for starting the right thread.. Please post your laptop Model, Graphics Chip and Problem in this thread |
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jmills
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Nov 24, 2008 17:38:04 GMT
Unassigned
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I have an 18 month old HP Pavillion dv2000 S/N 2CE6510VKP P/N RP412UA#ABA Service Tag dv2214us with the NVIDIA Chip Set 6150 I am like all the other posters here,unit has blue backlighting upon power up dvd spins a little and than nothing.Sounds like the NVIDIA chipset can't take the heat for a laptop with an undersized cooling fan. Poor design,poor customer relations,poor me:( |
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martyn smith
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Nov 24, 2008 19:44:02 GMT
Unassigned
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I feel I am just another sad face in the crowd but I too have just encountered GPU issues this morning.
Not only did my motherboard die a few months back (it was convered under the limited warranty) but it's been just as unstable on its return. Finally today the system collapses on itself and now whenever I turn it on I get white or green vertical lines, it wont boot into normal windows (although safe mode seems fine) and the tech support line was having technical issues so couldn't help me.
I'm only back in the country for another few weeks, if I don't get a resolution before the 16th of december I fear I will never get this fixed.
You can be sure of one thing though, everyone will be hearing about this. It's clearly not a customer side issue, and although I accept that PCs can go wrong, when it is something of this scale companies have an obligation to their customers to make sure they have a working product.
Fingers crossed for some clarity and common sense from HP. |
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Doug Birdsall
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Nov 24, 2008 21:53:13 GMT
Unassigned
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I just started having this same problem a week ago. Took my notebook to my neighborhood computer technician, and after several hours of trying different video drivers, etc., she discovered the video card was going bad and corrupting the BIOS screen. Have started going thru customer service with HP, waiting on callback by a supervisor. Tried repeatedly to get thru to a case manager or Executive Support but couldn't. Had to pay the $49.99 to even get to a customer service rep since my computer is out of warranty. This is no way to support your product or your customers. Should have bought a Dell.
Computer: Pavilion dv9000
Part #: EZ345AV
Video card: Geforce Go 7600
Purchased: April 2007
Dying: November 2008 |
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Doug Birdsall
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Nov 24, 2008 22:00:21 GMT
Unassigned
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Oh, my computer tech also checked the recall and extended warranty lists and my computer is not on them. She said there are models all around mine that have been recalled but not mine, and all for the same issue. |
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martyn smith
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Nov 25, 2008 00:22:35 GMT
Unassigned
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Great, so i've just spent most of the day trying to get through to HP to get some positive resolution from the situation. Basically having sent my system back for repair under the limited service enhancement I was covered for 90 days, unfortunately today is 94 days and they refuse to cover me any further.
If I wish to repair my notebook for a problem that I had absolutely no responsibility for and was entirely down to manufacturing error of a supplier that HP trusts, I must pay however much money they are asking for an out of warranty repair.
If the problem were down to my doing than I appreciate that it would be my responsibility/cost to fix, but if i'd known before hand that HP were going to treat me this I would not have gone within a thousand miles of this laptop. |
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martyn smith
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Nov 25, 2008 00:26:48 GMT
Unassigned
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Also, please please can everyone keep pushing this. I may have to scrap my system due to my return to the UK in a few weeks (not enough time to wait for a positive solution and not enough money for repair), which is really rubbish, but I suspect this problem with keep on growing and I would hate to think of the countless others that would end up in my position.
I beg you HP, for the sake of what little respect you still carry, do something about this soon, or it will grow into a mess that not even the greatest PR spin will fix. |
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Peggy Hill
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Nov 25, 2008 00:39:36 GMT
Unassigned
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dv9500
p/n RL653SV
NVIDIA GeForce 8400M GS
OS-Vista
To repair or not repair?
Mine is of course not on the extended warranty list. It has not completely died yet but the green screen distortion is consistently worse with each start-up. I am hoping to get through this holiday week.
I was told by the HP online support that it would be 7-9 business days if I sent it in. To the tune of $298. I requested something more local, hoping it may be fixed sooner. They gave me a local Best Buy.
Would this be a wise move on my part? Or, should I send it directly to HP?
Or is repairing a total waist of time and money?
Any recommendations for a replacement Notebook? It sounds as though it may come to that. UGH! |
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Paul Inventado
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Nov 25, 2008 01:05:10 GMT
Unassigned
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Kewl, I just got word from my laptop to be repaired. Their genius engineer decided to reformat my laptop. Now they tell me there's something wrong with the processor so they had to change it. Duhhh that was the reason I was telling them not to format it. It's because it's not a software problem. I only got a partial backup of my files. |
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Naxx
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Nov 25, 2008 05:22:11 GMT
Unassigned
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I got my DV9500t back in December 2007, it died around June/July of 2008. Sent it in for repair and all was well. Now its about 5 months later and my laptop has died "again" on the 22nd of November 08 and its the same exact problem that I had before. Luckily, my warranty doesn't expire until December. |
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pinocccio
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Nov 25, 2008 16:06:12 GMT
Unassigned
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HP gave me a little bit of hope ..they are working on something for me..they say....
Will let you know IF and what results I get..
I thought I only had 5 of those machines..I have 6!! (euch) |
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Peter Valeri
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Nov 26, 2008 00:02:14 GMT
Unassigned
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This problem seems to be incredibly widespread...I had an HP dv9260us notebook go bad last week (on November 16) with a scrambled screen. The notebook was purchased on April 5, 2007 with a one year warranty. Took it to a local computer store; they said it was a bad video card and the motherboard would have to be replaced at a cost of $795. |
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Paul Inventado
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Nov 26, 2008 01:31:24 GMT
Unassigned
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@WayneSallee
I learned that the hard way hehe. They just formatted my drive and now they're saying there's something wrong with the processor. Duhhh good job troubleshooting hehe. |
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Rosalie Sterner
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Nov 26, 2008 13:39:11 GMT
Unassigned
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pavillion dv9235
intel core duo
nvidia gforce7600
Just got notice of a critical update on dv9000s from HP for problems with the left hinge. They are going to repair them, if there is a problem, until May 2009. I didn't have this problem, I did have my motherboard replaced twice - once by HP and once on me, but I think this is related to the overheating which is causing many of our computers to fail. Maybe they'll eventually expand the GPU replacement to cover all affected computers. Well, I can hope. |
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Vince Reyes
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Nov 26, 2008 14:37:46 GMT
Unassigned
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Mine is
Model : DV2000
Processor : 2.0 ghz core 2 duo
Graphics : Nvidia
HD : 160 GB
Since 14 months ago, I had my motherboard overheated twice.
I think we deserve a product recall from our machines. |
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Peter Valeri
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Nov 26, 2008 16:06:30 GMT
Unassigned
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Thanks Joaquin for starting this thread; until this week I thought I was the only one affected by this problem. I forgot to metion in my previous post that I also have an Intel core 2 duo machine (dv9260us) with the nVidia chipset. Don't understand why HP is only extending the warranty for AMD CPU notebooks. The defect has forced me to replace the notebook since it was out of the warranty (quoted $795 to replace the motherboard). I hope HP wakes up to these problems and does the right thing. |
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Jennifer Kann
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Nov 26, 2008 19:39:52 GMT
Unassigned
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I've been reading this post and lots of other posts on the web pertaining to HP Pavilions and the defective nVidia GPU's.
I had an HP Pavilion 9000 (specifically a dv9207us, Intel) purchased for me in May/June of 2007, with a nVidia GEFORCE GO 7600. In 2007 the entire computer went, and unfortunately I can't remember if the symptoms then were like the symptoms now because it was still under warranty and I was never given any explanation as to what was wrong with it or what HP did to it when I got it back. I just know that all my files were completely gone.
These past 8 months (some that were still well within my warranty), I have continually had problems with the drivers used by the nVidia GPU. Eventually messages stating that the driver had failed but was recovered popped up on screen. Finally, here in the last three weeks it increasingly got worse. I've always noticed that my computer was really hot, but last week I set it on my lap and it actually burned.
Last week my screen just went black one day, and nothing I did could get it to come back. I turned it off, I turned it on, over and over. I control-alt-delete'd it over and over. Finally I got it started in safe mode, and it worked for a day at best. Then back to a black screen. Of course the backlight on the screen is lit and all the LED lights are lit on the base of the notebook.
After losing it in safe mode, I went through a checklist with my brother. Took the battery out, unplugged it, held in the power button for 30 secs, put the battery back in, plugged in power, tried to start it... Black Screen. Took the hard drive out, put the hard drive back in..... Black Screen. Took the memory out, put one in.... Black Screen. Took that memory out and put the second in... Black Screen. We were even thinking about taking the whole thing apart to look at the GPU on the motherboard... but knowing that my brother didn't have the supplies necessary to take the GPU off, and knowing that I didn't have the money on hand to buy a replacement GPU, and then throw into the mix that he lives in Cali, and I in PA... we decided it would be best to see if I could get help from CompUSA or HP.
So I called CompUSA. Unfortunately, they've gone out of business, and sold all of their warranty contracts to another company, but didn't hand over any records to them. I have a two year warranty purchased through them, and I could have my computer serviced through them... if only the person who purchased the computer for me could find the receipt. The only way they'd service my computer is if the receipt were faxed to them, but the receipt is long gone, so it's out of the question.
After a day or two of having the computer sit idle, I turned it on, and my computer started up. Of course there was no BIOS screen at all. My computer was running critical updates when it started that were interrupted the last time it blacked out, so it finished downloading and it then installed them. I downloaded and installed a new virus/spyware program, and was running it when the computer overheated and the screen once again went black.
After that happened, I hopped on the other computer (a loaner), and started researching my problem on HP, found this forum, and realized that I might have been able to prolong the current life of my computer had I updated my BIOS instead of downloading the virus software.
After reading all the posts, I decided to call HP today and see if I could get my computer repaired. It didn't seem likely, since I saw quite a few posts from people using exactly the same computer who didn't get repairs, and besides it seems like the repairs are just "buying time" anyways.
The first rep I spoke to (in India) didn't seem like he wanted to deal with a frantic college student sans working computer... so he said "You're computer seems to be covered under the extended warranty" and transferred me to Tech Department. In the Tech Department I spoke with Kevin, who sounded very American. Kevin told me that my computer was not covered under the extended warranty, so I got a little spastic and didn't let him get a word in edgewise for about five minutes.
I apologized again, for getting upset with him, all the while he was processing my call to a case manager... or so I thought. He told me that the case managers office (MDT) opened at 8 AM, so I had two hours to go. I said I'd call back in two hours.
When I called back, I reached the pre-screeners (in India) again, and then was transferred to a woman in tech service (this time the call was still in India). I was told that the computer was not under the extended warranty, and when I asked to speak to a supervisor, she would not let me. She made it sound like all the supervisors were too busy to take the call. Then I went into spastic mode, and she put me on hold. When she returned to the phone, she told me that she had spoken to her supervisor, and this is what her supervisor had told her... I stopped her and said I wanted to speak to her supervisor. She denied me, so I asked her for her name, which she was very reluctant to give me. I made her spell her name for me, it being one not so common to Americans. She would not give a last name or any reference number to refer back to her specifically. I asked her if she was the only "Nidhi" employed there, and she said there were probably a few employees there by that name. She went on to tell me that her supervisor would field my call the appropriate department and that they would call me back regarding my complaint, but when I asked her what department would be calling me, she seemed caught off guard and could barely get out a loaded response that "the department" would call me. She stuttered the whole way through her explanation.
I doubt I'm going to be getting a callback. I'd bet my chances are in the zero to one percentile range. I'm not stopping here.
The entire time I was on the phone with any and all HP representatives, it was as if they knew what I was calling about, but they acted surprised when I said I already know what is wrong with my computer... it is the faulty GPU... and you know about it as well. When I told the last woman I spoke to about this forum, and about the news tidbits related to the faulty GPU's made by nVidia, she actually asked me to reference her to the websites, as if she were going to dispute the validity of them.
I can't take this. Luckily, I have the loaner computer, but of course that is no thanks to HP, and won't last forever. I also own 2 $800.00 HP printers. $2500 in HP products, I would think that would entitle me to some support. |
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Nevada104
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Nov 27, 2008 09:16:27 GMT
Unassigned
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I wrote to HP and I also expressed concern that there were thousands of people all over the internet that have the same problem.
They called me and they're sending a box.
DON'T GIVE UP!!!! |
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StevensAJ
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Nov 27, 2008 12:58:56 GMT
Unassigned
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Same issue, otherside of the pond.
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=uk&lang=en&product=3243127&docname=c01385057#c01385057_dv63
Would you believe mine is a dv6360, GH812EA, which is not in the included list, yet a GH813EA is!
Bought July 2007, been dying for several months, yesterday finally gave up completely, not booting, three bleeps. Previously to that the monitor would randomly fail, I'd have to reboot to get it back, until it went wrong again.
It's an AMD, and have always had problems with it, however I didn't think it was HP's fault, more that it had Vista on it. However, the blatent hardware failures getting worse obviously point to something else.
I've spoken to a technician on that number and unless my model number matches one of those exsactly, they can't do anything.
It's insanity, that my notebook model is one digit different, so it's not covered, when this is the same problem, a hugely widespread problem. I'd been a longtime, loyal happy HP customer until I bought this Pavilion. |
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StevensAJ
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Nov 27, 2008 14:04:55 GMT
Unassigned
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Ah, possibly, I have light at the end of the tunnel. Thankfully, when I purchased it (though a well known TV Shopping Channel, yes we ... over here too), I also got a 2/3 year HP CarePack with it, to give a 3 year long warranty.
Apparently, they or HP didn't automatically set it up, so when I and HP do a warranty check, it's no longer convered. I contact ... and they took my Serial number and are registering it with the care pack with HP now. I'll get a call back with my care pack id.
Once I have a care pack id, HP should hopefully be a lot more helpful and repair my laptop. |
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Brian Quinn [Eire]
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Nov 27, 2008 15:52:08 GMT
Unassigned
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One more for the list:
Model Number: dv224ea
Product number: RY395EA#ABU
Purchased in March 2007, shipped to Ireland.
My laptop died back in July this year. The problem is so well documented now I can't believe HP won't turn around and do the right thing. I had to send my laptop back after 3 months due to audio hardware problems, and now this. Disgraceful level of service HP. |
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Peggy Hill
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Nov 28, 2008 11:48:02 GMT
Unassigned
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Well, I thought I had my problem sovled. I have a different GPU than most on this lise. (8400)
My first contact was the online chat with HP. No luck there. I decided to contact them via email. They were very quick to respond with step by step instructions and a link to update my BIOS. I did the update and it istantly fixed my display problems.
For 2 days! I turned it on today and am back to square 1.
Not sure where yo go from here. |
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Marty Baldwin
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Nov 28, 2008 15:36:02 GMT
Unassigned
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Well I find myself in the same boat as many of the people who have posted here.
DV9000 EZ345AV (not in the list for extended service)
I have gone thru several rounds of email with the tech support here at HP in hopes of getting them to recognize that the problem I am experiencing is indeed related to the display adapter. Before contacting them I had already determined that the issue was with the display adapter (NVIDIA 7600) but I wanted to give them the opportunity to identify and resolve the problem. After going thru several iterations of "do these steps" and report back they indeed did determine that is was a display adapter problem. Now the sad part... Once that had been determined they were quick to inform me that my machine was NOT covered in the extended service enhancement and I would be out the cost of the repair to the tune of $398.00.
We need look no further than the information that is now very widely known with regard to the issues with the NVIDIA chip that HP put into these units. Anyone with any "hardware expertise" can relay to you that if a component such as a display adapter has "melt down" issues like the 7600 chipset that it is not going to matter which CPU it is serving whether that be AMD or INTEL. This will continue to be a problem with this laptop configuration until the issue with the chipset is addressed. And flashing the bios to make the cooling fan kick in more often or for longer is not going to address it. It may however delay the onset of the problem long enough to get the unit out of the warantee period.
Just one man's oppinion but in the long run I think HP would be far better off taking care of the problem in a fashion that will maintain their customer base and market share.
By the way you can bet your next pay check that when HP approaches NVIDIA for compensation for the bad chips they are going to be including all of them not just the ones they put into the units mentioned in the extended service enhancement. |
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David Jellison
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Nov 28, 2008 17:49:51 GMT
Unassigned
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I have had a problem with graphic intensive applications lagging for the last couple of month now, that sometimes results in a hung system or blue screen of death (bottom of chassis running hot). Yesterday (Thanksgiving day) I started having the symptoms of fine veritical lines (white or mulit-colored) that completely obscures the screen, or a totally black screen. I purchased this machine Oct 7, 2007 from CompUSA, so even though the symptoms started befor the 1 year period, it is now a month and a half past the 1 year manufacturer's warranty.
I found if I cooled the chassis (ice bag under the chassis) I was able to start up into the OS for a little while, but then it would freeze up and the multi-colored corduroy affect appears after a while. Now I can't boot up into the Vista OS at all, even cooled. I have a 2 year extended warranty from Compusa TAG, but since they closed their stores this year, I'm not sure if this will be more hastle than fighting with HP. My biggest problem is that I use this computer for work and I have not done a decent backup in a while...so I have to find a way to get the data off these disks quickly. Aghh!!!
HP Pavillion dv9580us
Part No. GA334VA#ABA
Vista Ultimate x64
2GHz Intel Centrino Duo T7300
NVIDIA GeForce 8600M GS 1024MB graphics memory, 256 dedicated
3GB DDR2 System Memory |
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Andrew Corea
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Nov 28, 2008 21:05:37 GMT
Unassigned
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still waiting, hoping to get our laptops repaired
good luck to everyone
its been 2 months now.. |
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Rafał Gryszkiewicz
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Nov 29, 2008 10:27:38 GMT
Unassigned
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dv9377ea
stopped working 2 months after warranty end!(1 week ago)I experienced little problems with video games 2 weeks before the crash
HP in Poland wants about 1500PLN (~400EUR) for main board replacement
Technician from laptop independend service opened my laptop and said that some kind of "glue" used by HP to isolate chipset etc. destroyed the board (it became liquid in high temp.)
now the screen is flashing and blue screen appears during vista loading and resets automatically, it's impossible to run safe mode etc. |
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Dennis Pettit
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Nov 29, 2008 11:38:53 GMT
Unassigned
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Mine is a dv2500t with an nvidia nb8m-gs.
Driver ver 7.15.11.119
Started failing 1 1/2 months out of warranty. Same problem as the thousand mentioned above.
Bought mine with Amex CC, so I will contact their buyer assurance program. Thry replaced a hard drive one several years ago with no questions asked. |
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Jeff Chang
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Nov 29, 2008 18:28:00 GMT
Unassigned
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I called HP about 2 months ago (several calls/chats/complaints) and finally talked to the manager of a certain group. He recognized that there may be a problem with the graphics card in these notebooks and said that he would talk to his hardware group and call me back the next day. Of course, he didn't call back. I got quite busy and put this issue off for a few months.
About a week or so, I decided to email HP. I got a response about 30 minutes later from someone named Patrick. He said that they would take the notebook back at no cost, and that all he had to do was to verify it with the logistics department. Well, I wasn't getting a response back, so I emailed again today. To my surprise, they responded with one of those "your laptop is out of warranty" deals and that I would have to bring it to a local bestbuy/circuit city/etc. to get it fixed...I wasn't really surprised by the response.
My story with HP is uncannily similar to everyone else's, but I had to put it out there.
BTW I have a dv9207 with Geforce 7600. |
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Jose Mijares
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Nov 30, 2008 05:45:20 GMT
Unassigned
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HP Pavillion dv9653cl
Vista Home Premium
NVIDIA GeForce 8600M GS
3GB DDR2 System Memory
Ran into this problem initially last year. Bought the laptop in October '07 and kept getting the BSOD. Had upgrade my RAM and figured it was a faulty RAM module, so I replaced it. Not problems after that.
Flash forward to about one month ago. I would get occasional freezes, which would clear up after about ten seconds, and the little bubble would appear in the lower right saying that Windows was recovering from a problem with the graphics card.
I've been using a laptop cooler from the start, every since my Toshiba nearly fried itself...
Today, I got the blank screen and odd stripes and some signs of life, but ... I was thankfully able to back up my computer through Safe Mode. Spoke with Costco Concierge and they worked with HP support. My shipping box arrives on Tuesday.
But is it worth it to get it repaired? 10 months left on the Costco warranty. |
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Joel Aduan
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Dec 1, 2008 10:59:08 GMT
Unassigned
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Joel Aduan
DV6203Tx
intel Core 2 Duo T7200
nvidia geforce go 7400
2gb ram
160 gb HD
1year and 4 months old
It happened during a presentation. The screen went blue and the laptop says i ahd an error. I tried to restart but the screen would have light blue vertical stripes. Called on HP to ask what's wrong. They said it's a driver problem. It turns out to be a harware problem. HP says my unit is out of warranty and I have to replace the motherboard. It turns out that a laptop technician friend of mine, says that he has repaired over 500 DV6000 series and the culprit is the Nvidia GPU overheating.
I feel bad for having invested so much in an Hp only to find out it's not worth it at all. |
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Gareth1.Morgan
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Dec 1, 2008 14:31:54 GMT
Unassigned
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I started getting an error message on Sunday the 23.11.2009 along the lines of âscreen driver nvlddmkm has stopped responding and has been restoredâ
The symptoms are that the laptop is slow to boot, the system freezes frequently with a black screen, some BSODs, scrolling is knackered for most applications, but page up and down still works, parts of the screen get wiped out through cursor movement
I downloaded the latest Nvidia driver from the HP web site but installing it has not helped
The computer is virtually useless, can anyone help out with how to fix this problem?
Cheers Gazza
My computer:
Windows Vista⢠Home PremiumVersion 6.0.6001 Service Pack 1 Build 6001
HP Pavilion dv9377ea
X86-based
PCIntel(R) Core(TM)2 CPU T5600 @ 1.83GHz, 1833 Mhz
BIOS-version/date Hewlett-Packard F.28, 03.10.2007
2,00 GB RAM
Message Edited by Gazza on 11-27-2008 07:59 AM
Bizzare!
I discovered the battery was dead so I removed the battery to save weight as I am flying tomorrow. I then forgot I had taken the battery out and unplugged the machine. When I restarted I got the question about starting in safe mode, and I chose to start Normally. While Vista was booting I got a BSOD, on the next try everything went well, and the problem has now disappeared
The laptop is about 18 months old with a relatively new motherboard, strange that the battery should die after such a short time
I am not sure whether this is just a chance recovery or the fault of a dud battery, anyway I am not putting the dud battery back in to find out!
Cheers Gazza
12-01-2008 06:26 AM |
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Greg Nakamura
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Dec 1, 2008 15:08:55 GMT
Unassigned
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HP Pavilion dv9200 CTO Notebook PC
Product Number: EZ345AV
Serial Number: CNF7141SF1
Purchase Date: April 2007
My computer would always overheat and black out if put on a flat surface. One day, it blacked out, and it stayed black. The hard drive is still running, the LED lights still work, but no screen display. I've been told by the service repair shop (down the street from me) that it's the motherboard and not covered under the enhanced warranty.
Does ANYONE know WHY they are only repairing the AMD models and not the Intel ones???
This forum is very helpful...misery loves company... |
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Santos Rodriguez
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Dec 1, 2008 15:44:21 GMT
Unassigned
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Phyllis Stackhouse
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Dec 1, 2008 17:33:29 GMT
Unassigned
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I'm another victim. Bought my laptop from CompUSA (now defunct in Des Moines IA) on 8/14/07 for 1349.99. It died on 11/14/08. My screen went black except for diagonal lines across the top. Took it to a computer repair person and he told me it was a defective video card. The card is GO 8600 M. He did a little bit of research and told me what was going on here after he couldn't find replacement card on ebay.
dv9540us
GO 8600 M video card
s/n CNF725376B
p/n GA3316U/A3ABA |
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Daniel Bazis
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Dec 1, 2008 23:34:38 GMT
Unassigned
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Here's another one for the list...
My DV9207us died suddenly on November 26th. It, too, is Intel based and has a GeForce 7600 GPU. It was purchased in March 2007 at CompUSA. I had no problems with the unit prior to this sudden failure, though it always ran VERY VERY hot. Now it will not boot nor will any LED's light, except for the power port connection. It's toast.
As an Intel based machine, this model is not yet on the list of machines eligible for the enhanced warranty. A case manager called me this morning and offered to cover half the cost of replacing the motherboard IF it is determined that the motherboard is at fault. The total cost to me would be approximately half of $430.00 (U.S.). What will they say if they receive my machine and tell me that the GPU is at fault and not covered by our verbal agreement?
Now, after reading this forum, I can see a situation where I pay over $200 for a duplicate motherboard carrying another flawed nVidia GPU waiting to go south on me!! The overwhelming evidence is that these GPU's were doomed from the start. What good are they doing for any of us by giving us another bad GPU?
At this point I would accept a free repair from them PROVIDED that they can assure me that the new motherboard does not contain a flawed GPU and are willing to warranty their work for another year. |
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Rich Glaser Jr
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Dec 2, 2008 12:44:38 GMT
Unassigned
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My System-
Hewlett-Packard
HP Pavilion dv9035nr
(RG343UA#ABA)
Version Rev 1
I just recently started having an issue with over heating. I wasn't even aware of any of these problems until my system started overheating which caused my to do some research.
I have the latest Bios and I have reset power management etc to no avail.
I have found a way to get by with my system for now though by using a stand with a built in fan and by having to large rotational fans directed at the sides and back. With this set up I am able to operate normally unless I use video intensive programs.
My experiences with HP support have always been awesome and I gotta tell you guys-- You probably just don't know how bad some of the other large companies are and I wont mention and names. Most of these companies outsourse all of thier customer support and you end up dealing with people that cannot even speak english.
Believe me, once you deal with one of these companies you will realize how decent HP is. I don't work for HP, I am just really being honest here. I truly believe that HP will take care of it's obligations but you guys must know that everyone with any problem at all will try to take advantage of this. I understand they have top be careful.
Say someone spills coffee on thier system, should HP take care of them a year after the warranty expires? My point is that a bit of slack would really be reasonabele here.
In addition, from what I am reading the problem is being caused by a product that HP did not evcen manufactor! Where is the uprising directed at NVidea for supplying the faulty cards? I would think that NVidea has some responsibility here......
In regards to my system, I have e-mailed support recently and was told that my system is on the list for the One Time recall or what ever it was called... I will be sending my laptop out for repair next week. I will be sure to post here what the outcome is.
Me experience though with support was fast and fair as always. I contacted them last night and checked my mail when I got up today. There was an e-mail from support. It was very long and descriptive and helpful.
I understand how upsetting it is when this kind of thing happens to something so expensive but I think the anger and hostility here is just not really helping anyone.
Some of the insulting comments directed at HP support is just really not doing any good for anyone.
If you are honest, friendly and respectful I just know that HP will be fair to everyone that deserves it.
I would also suggest that some of this blame gets directed at NVidea. Why should HP have to spend millions of dollars on an issue caused by NVidea? Maybe they can share the cost? Why are people not boycotting NVidea??
I wish those of you with the GPU problem the best of luck. So far my expeience has been okay. I found the problem and HP told me to send it in. I would be angry too if they told me they couldn't help so I understand the anger to a degree...
Thanks,
Eich |
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Peter Valeri
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Dec 2, 2008 13:08:40 GMT
Unassigned
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Rich, I'm not blaming HP for the defective NVIDIA GPU. NVIDIA has already acknowledged the problem and has set aside up to $200 million for repairs of their bad chips. However, HP has recognized the problem with AMD notebooks with the NVIDIA GPU; the frustration is their lack of responsiveness to those of us who have Intel CPU notebooks. You probably have an AMD notebook which is covered by the extended warranty. I had no luck getting support from HP; they said your warranty is expired sorry. You can ship it back to us and we'll repair it for $400+. How long should I wait for HP to come around; my HP notebook has been out of service since JNovember 16. I ended up buying another notebook, a Dell Studio 17 with an ATI video card. I hope HP does take care of your problem. I'm not so optomistic with most of us HP users. |
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pinocccio
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Dec 2, 2008 15:26:57 GMT
Unassigned
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Hi guys (and gals) I have to tell you: we are our own worst enemies! We want the fastest, coolest (but especially) most inexpensive machine. you can stretch elastic in different directions, but before long, it is soo thin and stressed, one tiny sharp object blows it all to hell. That's what happened with the mortgages, the large banks, many multi-nationals, some governments and who knows where it will end. Ultimately, the consumer forces companies to lower their standards.
Companies like HP cannot say anything less than:"we have lowered our standards by your request, now: up yours! (gosh I will make myself popular with this writing..) |
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Jennifer Kann
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Dec 2, 2008 15:41:18 GMT
Unassigned
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***To Rich...
Maybe you called and you did not have difficulty with HP because your computer was on the list, but if you have been reading these posts you will realize that HP is not even admitting fault in selling thousands of consumers computers with a faulty part that eventually results in the demise of products that average costs from $900-$2500.
Also, if you have been reading... you will notice that HP repairs of the computers that they have accepted back has been to replace the motherboard with a new motherboard with the same faulty part, which only buys a little bit more time until the computer goes through the exact same failure as it did before.
To say that the consumers on this post are being too harsh is relative to your knowledge on the situation. If you limit your research on this problem to the HP website you will find posts from thousands of consumers under this topic (GPU Failure), under display failure for each of the computer models sold with the faulty GPUs, under wireless card failure as a general topic, as well as wireless failure for all of the computer models sold with faulty GPUs. This problem is huge, and if you are LUCKY enough to have HP take your computer back and make "repairs" to it you are still not getting your moneys worth. All you are doing is allowing HP to slap a temporary band-aid on the boo-boo THEY made in trusting nVidia.
Yes, it is clear that HP is accepting responsibility (if you can call it that) for some of the computer models with the faulty parts, but there is a mass of people who call in repeatedly because their computer does not fall into that list, yet their computer IS malfunctioning due to the faulty nVidia GPUs, and HP is turning their head the other way.
As a consumer, we have put our trust into a brand (HP) that we thought knew what they were doing when they built their computers. We have a right to be angry when we have spent huge sums of money (to some of us) on computers that are failing at a high rate in only their second year, and have the company who sold them to us try to give us the run around.
I could have had my brother build me a much better computer for less than what I paid to HP; he's built them for my mother and her husbands family members. But he is not HP, a company well known and trusted for their computers. I went with HP because I knew I was getting a computer from a company with experience in building the computers and a reputation of providing Total Customer Care to their consumers...
No one is ignorant to where the blame lies as to the faulty parts. nVidia has made press releases to the public stating that the GPUs were faulty, but won't even come out publicly with the chip numbers. But even with the blame at nVidias doorstep for the faulty parts, HP is not cleared of their part in all of this. Acknowledging that they sold the computers with the faulty parts is one step. And I guess you could say that they are halfway through that step, because they have acknowledged approximately half of the computer models that were sold with the GPUs, but they have not acknowledged all of the models. Nor have they provided a reasonable means of remedying the faulty parts.
If you believe that you have been provided "excellent" customer service from HP, then that is great, but please at least wait until you get your computer back and see how long it lasts, and what the next step from HP is to remedy your situation. Asking the rest of us, or trying to sway us to the "other side" is not reasonable of you. On this side, we have all gotten the run around from HP for anywhere from weeks to months, some are still refused any remedy to the situation, and playing the blame game with where the fault lies does nothing to correct the problem. Literally hundreds of people have come forward on this forum and on many, many other forums (that all started towards the end of 2007... it has been a full year that mass problems with the computers containing the faulty GPUs have been experienced) telling their story about the difficulties in dealing HP. The people on these forums who's computer models are on "the list" do experience a much easier process with HPs technical support staff, but just because you did doesn't mean that the rest of us did too.
I have called HP repeatedly, and only after 20 calls (10 of them, where the representative hung up on me when I asked them to explain to me why my computer wouldn't be serviced when it was obviously experiencing GPU failure) to several different departments, I have been issued a case manager who reluctantly agreed to send me a box to be shipped back to HP. They have agreed to look at my computer and check to see if it is a GPU failure. BUT (and it seemed the case manager had already deemed this the case without even having allowed the tech department to look at my computer) if they choose not to admit that it is GPU failure they will be calling me to ask for payment.
At the same time, HP is the one who sold me the computer. As long as they don't accept their responsibility in this mess, by either assessing all the damage impaired to my computer by the faulty GPU and replacing it with functioning parts or by replacing the computer completely, then I am forced to boycott their wares as well.
None of us expect HP to service our computers because a cup of coffee was spilled on it. There's no coffee in the equation here. HP can easily detect as much when servicing the computers. HP has neglected to even look at many of the computers that consumers are having trouble with. I imagine coffee spills happen quite often, but not nearly as often as the consumers are posting on these forums.
If you go into a department store and buy a pair of pants and the pants are ripped, you take the pants and the receipt back to the store and either get another pair of pants without the rip or you get your money back. No questions asked. If you return a pair of pants with a huge coffee stain on them, you'd more likely have problems.
Your computer has not been recalled as you put it. If it were recalled you would have a completely different computer model in front of you, or on the way. And yes, that new computer would have a risk of also containing faulty parts, and would also have a risk of failures that all computers experience. BUT you would also have a fair chance of having a functional computer that would last a reasonable period of time before dying on you . BUT anyone with the computers with the faulty GPUs is, AT THIS POINT, condemned to having a very expensive but useless computer at hand... some who use the computer to conduct their business or go to school and who need a functioning computer. And HPs temporary remedy condemns us further to be without a working computer in only a short period of time.
Please keep posting and tell us what you encounter when you get your computer back. |
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tigere
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Dec 2, 2008 16:25:27 GMT
Unassigned
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Companions -
It is important not to lose focus - Hp is responsible for the unit you have purchased - clear and simple - suppose for a moment it was a device that monitored medicine or breathing or some such and failed resulting in the death of near death of the partient ..
For my part I know they rushed these units to market on the wave of Vista ... and many of these units are just barely and in some cases not able to handle the demands of this power hungry pig ... Notice that the units following (the initial presentation - late 2006) all had larger cpu's and much more memory.
Even in HP's "rate" thingy mine could do no more than a 3 - which "recommended" V. Home - yet HP loaded Home Premium - expecting me to pay 200 extra dollars for a memory upgrade. |
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Jennifer Kann
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Dec 2, 2008 16:29:29 GMT
Unassigned
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I have been issued a CS order and they will be sending me a return box to ship my computer to them. I have little optimism in HP fully rectifying the problems with the computer, as it took me 20 calls to them in the first place to get them to do anything for me. I see one of three things happening... the most likely being that they will tell me that this is not related to the GPU failures that is so highly experienced in these computers, and tell me that I need to pay them to service my computer, in which case I will have it returned to me to hold onto until either HP goes out of business, in which case I will keep it as a memento, or until they are forced to deal with us.
My question for you, and I apologize in advance... I tend to be long-winded in my writing... is: ***If I take out my hard drive before shipping it to them, will they still perform the maintenance?*** I know that they are trying to make any repairs as inconvenient to us as possible as long as they have to pay for it, but my computer is not one of the ones that happen to return functionality after being allowed to cool down, even though I have not had the tell tale long beep, two beep, and I have not been able to transfer the contents of the computer to disc or external hard drive. |
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tigere
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Dec 2, 2008 16:30:53 GMT
Unassigned
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Companions -
It is important not to lose focus - Hp is responsible for the unit you have purchased - clear and simple - suppose for a moment it was a device that monitored medicine or breathing or some such and failed resulting in the death of near death of the partient ..
For my part I know they rushed these units to market on the wave of Vista ... and many of these units are just barely and in some cases not able to handle the demands of this power. Notice that the units following (the initial presentation - late 2006) all had larger cpu's and much more memory FOR THE SAME PRICE I PAID FOR MINE ...
Even in HP's "rate" thingy mine could do no more than a 3 - which "recommended" V. Home - yet HP loaded Home Premium - expecting me to pay 200 extra dollars for a memory upgrade. It's time to draw a line in the sand which will send a message not only to HP but and other manufacturers as well. Maybe some day in the future (far distant unfortunately) I will get "it" back - but as consumers and users of this technology we have got to speak up - that much is clear ... not only to HP but ALL manufacturers .... |
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Jennifer Kann
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Dec 2, 2008 22:21:02 GMT
Unassigned
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Okay, then mine is going back without the hard drive. |
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William Chiuffa
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Dec 2, 2008 23:11:05 GMT
Unassigned
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My computer detais:
HP Pavilion DV9000t CTO
S/n:CNF7053H4C
P/n: EZ345AV
Video device: Nvidia Geforce Go7600
My case:
I am brazilian and I bought my laptop computer when I was in the US two years ago. Three weeks ago, I started to have the annoying and pretty famous nvlddm**.sys problem and the graphic adapter (Nvidia card) never worked fine since. I´ve contacted customer´s suport and they told me my notebook is not included in Warranty anymore and that they couldn´t do anything about it. The problem is that HP authorized assistance in Brazil don´t fix computers not bought in Brazil. So I´ll just have to accept that I´ll have a notebbok with no graphic card forever once I can´t install a new graphic adapter by myself.
It´s so unfair.
Would anyone send me a message if somebody finds any way out of this hell?
Thanks a lot. |
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jonas nordborg
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Dec 2, 2008 23:59:20 GMT
Unassigned
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Another model to the list:
DV 9380ea
NVIDIA® GeForce⢠Go 7600
1.83 GHz Intel® Centrino® Duo
Pretty much the same problem as everybody else exept for the beeping sounds.
I guess the final crash is comming any day now as im experieng the vertical lines and the sudden screen blackouts ...
Haven't reached HP yet...
Something has to be done about this problem!
There must be something we all can do!!? |
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Juan Soto
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Dec 3, 2008 02:32:25 GMT
Unassigned
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Add me to the list.
Pavilion DV9207
Intel Processor
Ge Force Go 7600
Purchased March, 2007
I started experiencing problems with it a few months in from purchase, but didn't think much of it. Everything is 20/20 in hindsight, of course.
Sometimes I would get the BSOD on start up, other times I'd get the bubble saying windows had recovered from a problem (video driver related). A reboot or two, and I would go about my business. It wasn't frequent enough for me to raise an eyebrow, but now I realize it wasn't normal behavior from a practically new laptop.
Thanksgiving Day, my computer died. I had been using it normally all day (even watching TV on it). I took it to a friend's house, and the HP logo wouldn't appear when I turned it on. I tried a few more times before giving up, thinking maybe my battery was just weak.
Once I got home I tried again, but to no avail. I do I.T. for a living, so I tried the standard troubleshooting: reseating memory/hdd/battery/etc.
I plugged in my external monitor, and I made some progress, but now I had some ugly broken vertical lines. I guessed that the gpu was fried, and after some Google research, my suspicions were confirmed.
I'm really disheartened after reading this forum, and am almost afraid to call HP support, considering my computer is out of warranty.
I will call HP this week, and report on what happens. Wish me luck. |
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Joaquin Agatiello
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Dec 3, 2008 03:10:02 GMT
N/A: Question Author
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Juan, have you checked if your model is covered under the warranty extension?...(i doubt it since you have an Intel-CPU-based model)...
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01300427#c01300427_dv90
if yours is covered you can get it repaired for free....although, the repair is worthless because it seems that they are replacing the failed defective GPU (or entire mobo) with a new defective unit...so, it's more likely to fail again sometime in the future... |
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Anthony Rolland
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Dec 3, 2008 03:43:41 GMT
Unassigned
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dv9000t EZ379AV
purchased 11/21/06
motherboard replaced 2/1/08
new motherboard fried 11/1/08
any questions? |
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Juan Soto
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Dec 3, 2008 03:50:04 GMT
Unassigned
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Joaquin,
My notebook is not on that list, I've double, triple, and even quadruple checked.
>.<
Update:
I just got off with HP Online Support.
I talked to Dasir, but got the standard, "Unfortunately, your product is out of warranty" line. I provided the address to this thread, and explained that the problem is common to dv9000's, and that even Nvidia had admitted to making faulty hardware, etc. He was really nice, but it didn't get me anywhere. The only thing he could offer was for me to mail it in, at my expense! I didn't accept of course, after which he suggested I call HP phone support to escalate my complaint.
I have the transcript of the chat, but I'm not sure if it's against the rules to post it here.
Anyway, the next step is to phone HP. *sigh |
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tigere
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Dec 3, 2008 04:14:13 GMT
Unassigned
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Juan Soto
This is an USERS forum !! You can post ANYTHING relevant to the issue being discussed amongst these users. |
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Nolan Kreager
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Dec 3, 2008 05:16:23 GMT
Unassigned
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dv9535nr
Purchased early October 07, graphics/board failed late October 08. When talking to support ironically they told me my warranty was of in September 07. |
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C R Miller
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Dec 3, 2008 07:17:42 GMT
Unassigned
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I too am suffering from this apparent case of, We know there's an issue, but see if we care, graphics card problem. Bought my laptop 1 yr ago and it has started with the reboots and error messages. It is sometimes taking 3 or 4 attempts to get it too work. I dont know what I am going to do seeing as I do use this for work. self employeed, and I DO NOT have the money to pay for either repairs or a new one. HP and NVIDIA, please get on the ball. Everyone of us that is unsatisfied, is potentially 10 customers you just lost.
hoping against hope,
Carl Miller
HP Pavillion DV9207US
GeForce 7600
120 g hd
1440x900 display
Centrino dual 1.73 |
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Juan Soto
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Dec 3, 2008 07:51:07 GMT
Unassigned
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Okay,
for anyone else doing the online tech support, here's what to expect:
Juan Soto : Computer will not boot. Bios screen (HP logo) doesn't load. Hard drive light, buttons, screen all work, but only see a black screen.
[An agent will be with you shortly.]
[You are now chatting with Dasir .]
Dasir : Hello Juan.
Dasir : Welcome to HP Total Care.
Juan Soto : Hello.
Dasir : How are you doing ?
Juan Soto : Not too great, my computer doesn't work.
Dasir : No need to worry. I assure that I will do my best to resolve the issue.
Dasir : I understand your Notebook is not turning ON.
Dasir : Am I right ?
Juan Soto : It turns on, but I just see a black screen.
Dasir : Do you see the Blue LED's blinking when you turn ON the Notebook ?
Juan Soto : Only light that blinks is the hard drive activity led.
Dasir : Thank you for confirmation.
Dasir : May I know when did you notice the issue ?
Juan Soto : Last week.
Dasir : Have you installed any recent softwares or hardwares or any updates in the Notebook ?
Juan Soto : No
Dasir : Is the Notebook with you right now ?
Juan Soto : Yes.
Dasir : Have you performed any troubleshooting steps to isolate the issue ?
Juan Soto : I suspect it's the gpu, I've researched the issue on the HP business forums, and many others are experiencing the exact same issue.
Juan Soto : Yes, I've re-seated the RAM, Hard drive, and battery. Still the problem persists.
Dasir : I appreciate your efforts in trying to resolving the issue.
Dasir : Could you please provide me the serial number and product number of the Notebook ?
Juan Soto : Product number is RP282UA#ABA
Dasir : Please provide me the serial number also.
Juan Soto : [----------] (redacted)
Dasir : Thank you for the information.
Juan Soto : Here is the link for the HP forum for reference:
Juan Soto : http://forums13.itrc.hp.com/service/forums/bizsupport/questionanswer.do?threadId=1274587
Juan Soto : It explains the same issue that many Pavilion DV9000 owners are having.
Dasir : Thank you for the additional information.
Dasir : May I know when did you purchase the Notebook ?
Juan Soto : I believe I purchased it in March of 2007
Dasir : Let me check the warranty details.
Dasir : Allow me 2 minutes.
Juan Soto : I realize it's past the 1 year warranty, but many people have having the same problem because of faulty hardware, and I'm hoping I can get my computer working again.
Dasir : Let me check.
Dasir : Thank for staying online.
Dasir : Juan, I am afraid to say that the Notebook warranty has been expired . We can set up paid mail in repair for the Notebook.
Juan Soto : What exactly is paid mail?
Juan Soto : Does it mean I have to pay to send it?
Dasir : Yes Juan, you are right .
Juan Soto : Well, considering my computer has the faulty Nvidia chip, which has been documented to be faulty, and even admitted by HP and Nvidia, I feel my computer should be repaired at no cost. Is there any way I can escalate this support session?
Dasir : I can understand your concern.
Dasir : I am afraid to say that your Notebook does not have Recall option.
Juan Soto : I understand my notebook is not listed in the recall list, which is why I would like to escalate my complaint. Who do you suggest I contact next?
Juan Soto : I feel it should be noted that many dv9000 owners are experiencing the exact same issue, even those whose notebooks are not in any recall list.
Dasir : As we are dedicated to resolve online software issues, we have limited option in the chat support. In this regard I recommend you to contact our Phone support number for further assistance.
Juan Soto : Do you document online support sessions, so that when I call HP support, they will have a history of this?
Dasir : Yes, I will provide the activity ID of our chat session.
Dasir : Are we connected ?
Juan Soto : Yes.
Dasir : Here is the Activity ID : [------] (redacted)
Juan Soto : Okay, I've noted it.
Dasir : Please contact our Phone Support number for further assistance.
Dasir : Is there anything else that I can assist you with ?
Juan Soto : Alright Dasir, it's unfortunate that we weren't able to resolve the issue, although I greatly appreciate your help. I will contact HP phone support next.
Juan Soto : Thank you for your time.
Dasir : I appreciate your co operation while I assist you .
Dasir : It is been my pleasure in assisting you today.
Dasir : Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Dasir : Bye and Take Care.
Dasir : Have a great time.
Juan Soto : Bye
I knew the online support wasn't going to resolve anything, but I did it anyway to test the waters, and so they can log the complaint. What Dasir told me was exactly what I expected to hear. I'll keep you guys posted on what happens when I call HP. |
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WayneSallee
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Dec 3, 2008 12:54:48 GMT
Unassigned
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Juan Soto Wrote:
Dec 3, 2008 02:32:25 GMT Unassigned
--------------------------------------------------------------------------------
Add me to the list.
Pavilion DV9207
Intel Processor
Ge Force Go 7600
Purchased March, 2007
I started experiencing problems with it a few months in from purchase, but didn't think much of it. Everything is 20/20 in hindsight, of course.
Sometimes I would get the BSOD on start up, other times I'd get the bubble saying windows had recovered from a problem (video driver related). A reboot or two, and I would go about my business. It wasn't frequent enough for me to raise an eyebrow, but now I realize it wasn't normal behavior from a practically new laptop.
Thanksgiving Day, my computer died. I had been using it normally all day (even watching TV on it). I took it to a friend's house, and the HP logo wouldn't appear when I turned it on. I tried a few more times before giving up, thinking maybe my battery was just weak.
Once I got home I tried again, but to no avail. I do I.T. for a living, so I tried the standard troubleshooting: reseating memory/hdd/battery/etc.
I plugged in my external monitor, and I made some progress, but now I had some ugly broken vertical lines. I guessed that the gpu was fried, and after some Google research, my suspicions were confirmed.
I'm really disheartened after reading this forum, and am almost afraid to call HP support, considering my computer is out of warranty.
I will call HP this week, and report on what happens. Wish me luck.
I almost hate to say it, but it seems we've all been swindled out of some really good money.
Maybe someone should make a blog or forum specifically for this, since there's allegations that HP is censoring the posts.
-------------------------------------
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:04:13 GMT
Unassigned
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People, Don't send your laptop in with the hard drive included !!!
Take the hard drive out, and send in the laptop without the hard drive.
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:05:16 GMT
Unassigned
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So if you got a new HP motherboard in this time frame (between May 2007 and September 2008), or a new HP laptop during this
time frame, it is most likely that HP was sending out bad motherboards with bad Nvidia
chips durring that time.
And that reflects what we are seeing from people that got such from HP durring that time.
And since the companies involved don't want to tell us what is really going on, it is likely that they are still sending out bad motherboards.
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:07:35 GMT
Unassigned
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@ Jennifer Kann
Yes they will still repair your laptop without the hard drive.
I sent mine in without the hard drive, and they replaced my bad motherboard with a new
bad motherboard.
Keep in mind that HP is not really the one that is doing the repair. Just as HP outsources
their tech support, they also outsource their computer repair.
Those computer repair centers are quite capable of putting a hard drive in to see how the
motherboard works.
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:08:11 GMT
Unassigned
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Peter Valeri Wrote:
Nov 26, 2008 23:27:07 GMT Unassigned
--------------------------------------------------------------------------------
Well at least Apple is being honest about the problem and will fix defective MacBook
Pro notebooks with the nVidia 8600M GT GPU even if the warranty has expired:
End_Users_of_Faulty_Nvidia_Graphics_Processing_Units.html
Hey HP do you see what a reputable company does; it cares about it's customers.
--------------------------------------
Yep, That's right.
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:09:02 GMT
Unassigned
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@ Jose Mijares
Yea, go ahead and get your free repair. Be sure to instruct them to change the
motherboard.
They are replacing the motherboards with new bad motherboards, but maybe one day they
will start putting in good motherboards in.
Also, take your hard drive out before sending it in.
Wayne Sallee |
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WayneSallee
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Dec 3, 2008 13:11:17 GMT
Unassigned
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Jennifer Kann Wrote:
Dec 2, 2008 15:41:18 GMT Unassigned
--------------------------------------------------------------------------------
I could have had my brother build me a much better computer for less than what I paid to
HP; he's built them for my mother and her husbands family members. But he is not HP, a
company well known and trusted for their computers. I went with HP because I knew I
was getting a computer from a company with experience in building the computers and a
reputation of providing Total Customer Care to their consumers... LITTLE DID I
KNOW.
-----------------------------------
Yea, I build my own desktop computers.
I'll be glad when we can build our own laptop computers.
Wayne Sallee |
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Jennifer Kann
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Dec 3, 2008 16:27:13 GMT
Unassigned
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I said in a previous post that the only way HP could remedy this situation and restore my trust in them is by taking my computer back and replacing all parts on the computer that were damaged by the faulty GPU they sold it to me with, or by replacing the computer entirely with a computer that was totally functional... |
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Jennifer Kann
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Dec 3, 2008 17:07:42 GMT
Unassigned
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To: Newly disappointed HP users, reaching this post and finding out that their GPU has failed...
Don't worry, you are not the only one... there are thousands of us, and just imagine, as you may have first thought that your computer was failing due to your own usage and may be finding out that instead your computer is failing because HP sold you a computer model with a faulty GPU in it, there must be thousands of others out there who are thinking the exact same thing.
Go ahead and read this entire list of postings... do it all in one sitting... because if you don't get it all read in one day, then a lot of new posts will have been deleted by HP when you return to read the rest of it...
While you are reading it... visit the links that have been included to other forums with different titles that detail all the computer failures experienced because of the faulty GPUs HP has included in them...
Then when you finish with your research, and are astounded by the way HP is treating you as well as all of the rest of us on these forums... visit the ABC News website, under Investigative, and send a quick e-mail to the Investigative Team (Brian Ross) or any other mass media website you wish to visit or call and tell them about the grossly biased treatment by HP.
After enough of us has drawn attention to this, I'm sure one of the leading stations will report on it. |
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Sonia Fields
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Dec 3, 2008 17:16:16 GMT
Unassigned
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$1200.00 HP Pavilion DV9540us laptop and it died on me in July of 2008, they "fixed it" and it died AGAIN in November 2008...only 4 months later. If it had been under 3 months, the work would have been warrantied! DARN, I just have all the bad luck. As a support tech, ANIRBAN, told me, "Some things go your way and some things don't. It just didn't go your way this time". He said this after I asked "WHY AM I SENDING IN MY ONE YEAR OLD LAPTOP FOR REPAIR?" |
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Jennifer Kann
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Dec 3, 2008 17:41:23 GMT
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Awww Sonia... I think I read another one of your posts... Yes...
Since HP has sent me a box to ship my computer in to them in (taking out my hard drive... and don't expect them to resolve the situation, unless it is a temporary fix like they are providing a few others with this problem), I imagine they will tell that they have resolved my troubles.
It's really sad that your $1200 and my $900 went right down the drain. |
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Mike Gould
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Dec 3, 2008 21:16:58 GMT
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EVERYONE tell EVERYONE about HP's treatment of its customers. Ask them to tell EVERYONE and anyone else. We are in the UK. Our company buys a very large amount of HP computers and as much as I can I'm going to make sure they are aware of the risks they are taking with such a lack of customer support for faulty products. It's not too late to recover this one hp .. but it will be soon. Do the right thing for us and ultimately yourselves. |
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Kok Keaw
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Dec 4, 2008 05:04:56 GMT
Unassigned
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Same here:
s/n:CNF7062MTM
p/n:RY527EA
No display on screen, but there's display using external monitor but with vertical lines.
And like most here, it's not listed in the extended warranty list. |
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WayneSallee
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Dec 4, 2008 12:27:47 GMT
Unassigned
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Take a look at this page:
http://support.apple.com/kb/TS2377
It notes that Nvidia was not telling them the truth.
It also notes that the computers were made between May 2007 and September 2008
So if you got a new HP motherboard in this time frame, or a new HP laptop during this
time frame, it is most likely that HP was sending out bad motherboards with bad Nvidia
chips durring that time.
And that reflects what we are seeing from people that got such from HP durring that time.
And since the companies involved don't want to tell us what is really going on, it is likely
that they are still sending out bad motherboards.
Wayne Sallee |
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Wendy Kelly Buddenbaum
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Dec 4, 2008 14:09:41 GMT
Unassigned
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Rich Glaser Jr,
I updated my BIOS when the new one came out. I have my laptop raised for cooling. I clean out the vents. I bought an HP. I thought I was doing everything right. Mine died at 13 months. I have a 2 year warranty. My laptop will die when it's 26 months old because HP replaced the with SAME parts. Your's will die too.
My complaint: nVidia GAVE HP millions to cover this problem. They chose to cover only models with the lower AMD processors. Perhaps because not many people purchased these? |
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Stephen Beukelman
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Dec 4, 2008 18:46:39 GMT
Unassigned
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My son's laptop:
EZ345A Hp Pavilion CTO dv9000 (9200)
It has the Nvidia GForce Go 7600. The only video output is though external monitor on safe mode. |
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Andrew Victory
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Dec 4, 2008 19:13:55 GMT
Unassigned
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Ok. So I am a college student @ MSU. Over thanksgiving break my DV9310us (AMD Turion TL-52, Nvidia 6150)decided not to turn on. It happened when i shut the lid (was running at the time) and it didnt turn back on for about an hour. The lights would turn on, with no LCD backlight, and after 8-10 seconds, the lights would flash off then on, hardrive would stop then start, indicating a reboot. I don't get the lines on the screen or random screen drops or anything else.
I see my GPU temp to hover around a minimum of 85 degC, and a max of 116 DegC.
My question is, and i called HP support, they said i could turn it in for a free repair. Should I send it in over christmas break? Will I get it back within a month? They say 5-9 days but I seriously don't believe them.
They are replacing with faulty mobos? what is the point, and is it really worth it?
Advise me.
Thanks
-Andrew |
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Andrew Corea
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Dec 4, 2008 19:59:26 GMT
Unassigned
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please please hp do something about this..
over 500 posts in this thread and no action. |
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WayneSallee
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Dec 4, 2008 21:15:30 GMT
Unassigned
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@ Andrew Victory
It sounds like your computer does not work at all.
So you have nothing to loose. You should send it in for a free repair. Be sure to note that the motherboard is bad.
Take your hard drive out. Don't send in your hard drive.
It can easily take just a week to get it back, but can take longer if they get backed up, especialy if there is another natural disaster that puts one of the repair centers behind schedule.
Wayne Sallee |
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Rose Liner
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Dec 4, 2008 22:06:09 GMT
Unassigned
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People need to stop calling Online Support, Tech Support or whatever else they call these HP "Tech" Support robots. There only ability is to cut and paste from the manual, and say things like I appreciate your concern. They know the problem as soon as you say, no video, black sceen or something similar. And yet they make you go through the pony show of resitting the ram and other useless nonsense.
Also, they are not equipped or authorized to do anything other then give text book answers.
If you know that your problem is stemming from your GPU, Call a CASE MANAGER.
I believe that is in Seattle but its a good place to start |
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JWCrowe
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Dec 5, 2008 03:41:59 GMT
Unassigned
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... using my lemon as a decoy for my toddler so she doesn't pull any more keys off the $500 Acer that's replacing it |
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Madhavankutty MP
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Dec 5, 2008 06:10:32 GMT
Unassigned
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Hi All,
As informed earlier, we have elevated this issue within HP and the business is looking into it. Additional information regarding this will be posted here soon. Please be patient!
However, let us recollect that Forum is a free online community for peer - peer technical support and knowledge sharing. HP provides this tool as a means for customers to communicate on a peer-peer basis and solving their issues, however HP will monitor all the messages in this forums. The HP Support Forums are not a chat room; they are a community of like-minded professionals who gather for problem solving, knowledge exchange, and learning.
At the sole discretion of HP, messages may be edited or deleted for content, or moved to more applicable discussion areas. While HP will not censor member's thoughts, a posting that is deemed not acceptable may be edited and/or removed without notice at the discretion of HP. Please refer forums guidelines here: http://www.hp.com/bizsupport/ITRC/forums/forums.etiquitte.html
We really appreciate your participation in the HP Forums. Thank you for helping build a positive user community.
Thanks,
Madhavankutty |
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D Pettit
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Dec 5, 2008 12:00:31 GMT
Unassigned
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Thank you for addressing us.
I urge you to come up with a fair solution to this problem. On the many forums I found while researching my laptop's failure, the nearly hundred or so I actually read through each showed a great effort on the owner's part to find a solution to this problem, to the point of sheer exasperation.
It's clear, at the very least, that HP will not see these people back as customers unless some kind of fair agreement can be reached. |
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Jennifer Kann
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Dec 5, 2008 18:00:57 GMT
Unassigned
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Only one change needs to be made to my stock letter... now, instead of only one HP comment to 500+ of our comments we have two, just think... if they added 3 more the ratio would be a shocking 1 HP comment to every 100 consumer comments.
Thanks HP... you still have my money and I still have.... nothing with this piece of junk laptop.
Oh, also, it might be helpful to note that when I sent my stock letter to the newspaper e-mails included above, I got their stock response that they are more likely to publish letters under 200 words. |
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D Pettit
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Dec 5, 2008 23:21:15 GMT
Unassigned
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Just talked to the American Express Extended Warranty rep. (I bought my computer with my American Express card BECAUSE they double manufacturer's warranty)
I explained the situation and controversy.
That didn't really make any difference. However, one thing that was slightly strange is this . . .
I bought a dv2500t, but when the computer came the nameplate above right side of the screen said dv2000. I ran Belarc Advisor on it and it found that it was a dv2500t, so I didn't think much of the dv2000 thing.
After the rep ran the Product Number, he shows it as a dv2600phtm. Not sure what it means or if it matters.
He is sending a box for me to send the computer to their repair people for evaluation. |
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D Pettit
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Dec 5, 2008 23:29:39 GMT
Unassigned
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One more thing . . .
Just Googled the dv2600 and found that the only difference between the dv2500 and the dv2600 is the "Verve" design on the cover.
Also found my video card describes as "discrete Nvidia GeForce 8400M video card".
Not very discrete now. |
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John Marrow
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Dec 6, 2008 05:24:47 GMT
Unassigned
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Really frustrated
DV9260NR
Intel
Geforce 7600
Best Buy $2250 March 07 - Died May 08 |
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geofiles
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Dec 6, 2008 05:38:31 GMT
Unassigned
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Here is what I did to get my out of warranty HP laptop repaired for free.
Went to the HP web site and sent them the below message:
Problem description: I have lots of small oblong dots on the screen.
Troubleshooting: Went into safe mode and disabled the video card driver and everything worked fine, I then booted up into windows and then re-enable the driver and the dots returned.
I've reinstalled hardware using the original installation disks, and it didn't fix the problem.
In short, I did a full clean install of Vista, and I still have the same problem.
Anyway, I did some research and found Nvidia has uncovered a problem with some older graphics chips that shipped in "significant quantities" of laptop PCs. As such, I'm now sure the video card must have gone bad.
I know my warranty is now out of date, but this is clearly a manufactures defect, and I expect your company to fix the problem for me.
Please let me know if you will fix my computer for free.
Thank you!
_____________________________
I received an email reply from HP, and they wrote:
Dear ______
Thank you for contacting HP Total Care.
From your E-mail, I understand that the Notebook has dead pixels and you would like to have the repair from with free of cost.
I greatly appreciate that you have forwarded your concerns to us and that you have given an opportunity to assist you in this issue.
____________________________________
I wrote HP back with an email saying the following:
Thank you so much for responding so quickly on my service ticket.
From reading your email I believe you might have misunderstood the problem. Therefore, I will elaborate further in saying my Notebook doesn't have dead pixels. The pixels are working, for they're randomly producing small oblong dots on the screen. These dots appear randomly in different sections of the screen, and are mostly in the color of pink oblong dots. On occasion this would include one or more arrays of vertical black colons like this : on different parts of the screen.
I would like you to know I'm not exactly a novice concerning computers. As you can see, my email address originates from Lipscomb University. It's at this University that I'm a full time student working on acquiring a bachelor's degree in computer and electrical engineering.
With that now said, I'm sure your company is aware of the problem in regard to the manufacturing defect as described in my previous email. If not, I would be pleased to explain the problem further in regards to the failure of some of the older Nvidia graphics chips.
In other words, by all indications the problem with my Notebook is caused by a manufacture's defect. As such, I trust your company will take the moral and legal responsibility of repairing my HP Notebook for free.
In closing, I wish to express many of my fellow classmates and I have a very high regard in the quality of your computers.
Again thank you, and please act accordingly,
_____________________________________
Anyway, a HP representative called me several days later by phone, and informed me they were sending me a FedEx box to have me send my HP laptop back to them for a free repair. I received my computer back about a week later fully repaired.
The only advice I can provide anyone with the same computer problem is contact HP byway of the company web site. Be patient, for you will need to go through a lower representative before a higher representative will approve a free repair.
Overall, the HP employees were all very kind and considerate with me, and I greatly appreciate them and their company for fixing my out of warranty computer for free. |
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Suresh Balasubramanian
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Dec 6, 2008 07:40:53 GMT
Unassigned
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One more affected person....
HP Pavilion dv2200 (dv2000t)
RM669AV
1 long and 2 short beeps a few hours back.. Hope HP fixes all our laptops.. |
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Dean Vero
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Dec 6, 2008 13:33:49 GMT
Unassigned
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Add one more to the list my machine lasted 14 months a DV9000 with 7600go card . Started with random lockups with the screen image showing the classic sign of a overheated graphics card.
now it is completly unusable piece of junk. |
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Joaquin Agatiello
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Dec 6, 2008 18:45:02 GMT
N/A: Question Author
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@geofiles
"...I received my computer back about a week later fully repaired."
What do you mean by 'fully'...Could you tell us in which consisted the repair?
I hope they didn't just replace your failed defective GPU (or mobo) with a 'fresh' defective one...i guess you'll find that out in a couple of months...Anyway, at least you got what seems impossible for most people here...Good for you!...Please, let us know how it goes...
Everybody...DON'T GIVE UP ON THIS... |
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Jose Mijares
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Dec 7, 2008 04:24:13 GMT
Unassigned
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Okay, got my shipping box on Wednesday. I wrote a note on the Repair Form detailing what the problem was. Not sure when I'll get it back, but will advise on what they did. And more importantly, how long it lasts.
Even though I've got 10 months left on the warranty, I've already moved on. I got a Sony Vaio for half the price and it has basically the same specs, but a smaller screen as a processor that is just a tad slower. But here's the kicker, some of the things that I thought were software problems turned out to be hardware problems on the HP.
Case in point: I use VidaOne software for diet and fitness tracking. Ever since I started using the HP, I would have sync problems with my Palm PDA. I kept reporting it to the software manufacturer as a bug in their software. Lo and behold! I don't have any syncing problems whatsoever with the Vaio! And I've duplicated the conditions exactly... Now what does that tell you?
I'll still use the HP for video editing and some gaming, but once it's past the warranty -- and I'll send it back again if it breaks before then -- I'm done with HP laptops. Even though I got a low-end Sony Vaio, you can tell that someone tested this laptop model to make sure it worked. |
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Samantha Ringer
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Dec 8, 2008 00:12:55 GMT
Unassigned
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Wow, I can't believe how awful HP is being about this whole thing, reading through all the comments. The only way I can get help with my tx1219us seems to be through the credit card company, which luckily has a warranty program.
However, out of the information they need from me, I have unfortunately misplaced the warranty information that comes with the laptop. I was wondering if anyone else has a tx1000 laptop and would be willing to send me a copy of the information. It would be much appreciated.
If you can help, please email me at bowserette (at) gmail (dot) com. Thanks, and good luck to everyone! We'll get them in the end. There's no way they can get away with this. |
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WayneSallee
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Dec 8, 2008 00:29:24 GMT
Unassigned
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HanTeng Liao
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Dec 8, 2008 01:07:01 GMT
Unassigned
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My Laptop did not boot up since two hour ago. One long and two short beeps also occured.
Could you check if I should talk to the regional offices in the UK now?
Model: DV2102tx
S/N: 2CE6410RDG
P/N: RE047PA#AB0 |
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Samantha Ringer
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Dec 8, 2008 01:12:58 GMT
Unassigned
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Wayne --
Thanks for the link. I will be printing out that information to see if the company accepts it. However, I'm looking more for the warranty information that comes with all laptops -- specifying what qualifies under the warranty, etc. So far, the credit card company has not accepted more general information. |
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steven robbins
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Dec 8, 2008 09:06:37 GMT
Unassigned
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dv9000 rp282ua---13 months old...died august/08 called HP in september NOT COVERED..I will never purchase another HP/Compaq product...Enjoy the $1300 HP better make it last |
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Lok Leung
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Dec 8, 2008 13:29:16 GMT
Unassigned
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how much longer do we have to wait?
come on HP !!! |
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Rakhmad Siregar
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Dec 8, 2008 15:11:30 GMT
Unassigned
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Hi Madhavankutty MP
Do HP would consider for refund to customers who have paid for repairs as in Apple?
"Apple is issuing refunds to customers who may have paid for repairs related to this issue. Please contact Apple for details on the refund process."
If HP do this, that would reflect the truly "Total Care of HP" :) |
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BakaNeko59
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Dec 8, 2008 17:12:08 GMT
Unassigned
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Just got off the phone - this time with "Zeblin" my case manager (yes, I finally got one assigned). He looked up my serial number on some special list and stated my computer "was not affected" by the nVidia faulty chips. I told him I beg to differ. The phone number I was given was the same as Rose (above) but with the extension x08 rather than x93.
Should I call the different extension and try again, or is my case "resolved"?
Rose, what was your case worker's name? What were the circumstances of your repair (ie, did they tell you it wasn't covered at first, or did they look up your serial number and you were lucky enough to be on the list)? |
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BakaNeko59
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Dec 8, 2008 17:26:26 GMT
Unassigned
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Again - just got off the phone. This time with the case manager at ext 93 (the extension given to Rose - I spoke with Pauline). I was told there is no way for the case to be handled any differently or to be assigned to another case manager. She said that Zeblin is my case manager for the duration of this problem, and that they all follow the same procedures, use the same lists, etc. She was not willing to talk to me beyond telling me the above information and that I would need to call back to "MY" case manager. |
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morjk
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Dec 8, 2008 21:45:23 GMT
Unassigned
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Another here.
DV9540us Nvidia Geforce 8600m GS
Just a few days ago *Poof* no more video.
Not even a year and a half old. Was told by my case manager that the best they would do is pay half. Since that is all I could get through arbitration anyway, I am going to be stuck paying for a bad GPU just because I have an Intel processor.
Lesson learned. |
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ryan dail
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Dec 8, 2008 23:40:45 GMT
Unassigned
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The nvidia 8600m GS was effected it's hard to find someone at hp that they even admit to know about it.
as far as my case(I did have the extended warranty) my update is after i received my computer back (hp 9500t nvidia 8600gs) i wrote in a note that it was not the back light and they would need to replace the motherboard. they chose not to and did whatever repair they do so it worked for about 4 days again then the same thing. My case manager had promised me a new laptop if this happens again. I'll save you the details but configuring the new laptop was an ordeal on it's own and I did get assigned a different case manager. My computer is currently being built and should be delivered this week. They were not able to give me any type of email verification and I'm just holding my breath that they don't mess up the order. I'm supposed to receive a DV7, p8400 processor, nvidia 9600 GT, 1440x900 infinity display...part for part i'm ending up with a slightly improved processor and a decent improvement in the graphics card. And no they don't care how much you spent when you bought it, they try to match parts even though the new setup costs about $400 less then when i bought it. |
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Jackson MacKenzie
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Dec 9, 2008 05:05:19 GMT
Unassigned
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Several people have been asking me how I managed to at least get to a free repair, here are some instructions (I was out of warranty and not in the enhanced service warranty):
Once your case is created, your case manager will tell you are out of warranty and there is nothing they can do. DO NOT GIVE IN. If you refuse to accept their proposals, they cannot hang up. Keep asking them how your issue is any different from the other laptops being recalled. Spend some time arguing the things you've read on the posts on the HP forums.).
They will set you up for the free repair, don't worry. Do NOT under any circumstances accept a "half off" deal on the repair or anything.
Please keep in mind that this is only a short run solution; they owe us brand new computers. |
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Stan Eby
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Dec 9, 2008 16:07:45 GMT
Unassigned
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Wow, I have had a problem with my dv8339us for a year now. GeForce Go7600 GPU
The screen will fade to black or white at random times for random periods. The external monitor port works fine which means I've had to connect to a monitor whenever i want reliability, and then if I travel with it, I must know that it may only work for a few minutes or an hour and will only work when it wants to.
I've long been curious if it is a problem with the GPU or some connection to the display has corroded.
For those with just black screens, I may suggest that I have repaired a few HP notebooks where there is a button near the hinge that has the function to detect when the lid is closed and shuts the screen off. The result of this is that you never see any display on the LCD. I had to open the case up, and yank out the connection of this 'lid closing' sensor to the motherboard. |
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WayneSallee
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Dec 9, 2008 16:52:26 GMT
Unassigned
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Stan Eby,
It sounds like you have a different problem, ether your monitor is bad, or some kind of bad connection, like the switch. It could also be possible that your motherboard is bad.
I had the Nvidia problem, and had hp replace my motherboard, and they gave me another bad motherboard that has causes random failure of different parts of the computer.
Wayne Sallee |
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Peggy Hill
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Dec 9, 2008 17:20:05 GMT
Unassigned
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HP Pav dv9500
Nvidia 8400M
PN RL653AV
Have been keeping up with everyone's post. Here is an update on mine.
Have been experiencing green to pink display distortions for about a month. Fortunately, my laptop is working (for now)as long as I do not move or close the lid. This is not very practical for a laptop.
Went through the typical with HP. Updated the BIOS, Video Driver and finally hooked it to an external monitor and determined that it was a hardware problem with the notebook. (surprise, surprise)
Of course it is out of warranty by only a few months.
They sent me links to local approved HP repair centers. Since I am expected to incur the cost for this repair I don't know why it would matter where I took it. I am rather skeptical of an "approved" HP center for fear they will just put a "band-aid" on the problem and I will be at this place again in a few months or days.
Would it be worth it take it in for repair or wait it out? I use my computer for work and do not have the time to waist for a half fix. If I need to purchase another computer (never another HP. I have purchased 5 total computer from them. I guess they are not interested in keeping long time customers anymore), I need to know now.
Anyone else share these specs or symptoms? |
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Caitlin Wood
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Dec 9, 2008 21:54:31 GMT
Unassigned
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I have a dv9500 CTO (simply HP Pavilion dv9500 on the sticker)
s/n: CNF7440KN4
p/n: CC958AV
Includes AMD processor and Nvidia GeForce 8400M GS.
Issues:
*This things runs HOT. Almost always at least 80C.
*Random shut downs. (From reaching such a high temperature.)
*Lack of reliable wireless connectivity. (Broadcom wireless adapter)
*Horizontal lines across the screen from what I'm assuming is from a short. (Again, extreme heat.)
I am currently [once again] trying to get HP to service my laptop since this is such a widespread issue, but as of yet, have only gotten the response that it is out of warranty and should be taken to an HP Care Center.
HP, you are seriously in danger of losing quite a large group of loyal customers. TAKE RESPONSIBILITY AND FIX THIS! |
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Ash Jolliffe
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Dec 10, 2008 09:38:54 GMT
Unassigned
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I weakened,
A couple of weeks ago I paid for my laptop to be repaired by HP.
It finally came back yesterday, might as well have been DOA. They fixed the graphics problem (for now) but they |
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