Tuesday, May 05, 2009

Warning - HP Notebooks have a hinge-crack problem


I have a HP dv9700t laptop that I bought about a year and a half ago, and it has developed the hinge-crack problem. However, HP has not identified this notebook as being one of the models that have this problem (although practically every other HP Pavillion laptop has this problem). Therefore, after my call to HP tech support, they have refused to cover my laptop under their free-repair agreement.

When you call HP tech support, you are routed to a non-HP call center in Canada. Their job is to be the "gatekeepers" to the HP Case Managers, who are the people who determine whether your notebook should be repaired for non charge. After speaking to two levels of people at the call center, they have finally referred my problem to an HP case manager. They told me to expect a call anywhere from 24 to 72 hours.

I will let you know what happens.

HP Servers are used everywhere on Wall Street. It's amazing that HP has not been upfront about this major problem. The NotebookHingeCrack website has been very instructional in how widespread this problem is.

If you are in the market for a new laptop, I urge you to browse this website and know what you may be getting yourself into.

©2009 Marc Adler - All Rights Reserved.
All opinions here are personal, and have no relation to my employer.


Anonymous said...

i had a similar problem with mine except it was due to a heating problem with the graphics card. My laptop was on their list for extended warranty, but my laptop broke a month after it expired. Had the same frustrating experience as you. However, the service was much better after we reported it to the better business bureau. If you search the web, you'll see forums of frustrated people who have similar situations.

Anonymous said...

My HP Pavillion dv9000 laptop had the left hinge break today. I called HP. After listening to the auto system telling me how well HP covers their product I spk to a rep. She sd that they knew abt the prob w/the hinge but they would not fix any after May of 09. I adv'd her that this was a default in their products and it was their responsiblity to fix it. She advised me for a little over $300. they would be happy to fix their defect. I asked for a Mgr. When the rep told me the supe was ready to talk to me, (my ph was on spkr) you could hear everyone going oooh and making jokes. Jay w/ID # 625797 (if real) said that he understood how I felt & would fix it for 1/2 price since I was put out. Guess I should have broken it sooner. I will NEVER buy an HP again. If they cant support their products, Im not buying them. We need a class action law suit.