I purchased an HP Pavilion DV9000 Laptop last February (2008) online from HP.com. It came with Windows Vista pre-installed. In the first six months I noticed there were power issues, the desktop icon saying that it was “plugged in, not charging” at some point the power failed completely. Not only could I not charge the battery, but I also could not even run the notebook on AC power. I also noticed that the notebook was having trouble accessing the hard drive. Windows were hanging and vista was slow to close and open.

I called the support number and spoke to a tech, let me first say there was a significant language barrier, but after hashing the details out and coming to the conclusion that the power supply was the issue, not the Motherboard or battery, which I suggested (his direction, not mine) he sent me a new transformer/power cable. Less than six months later the computer started misbehaving again, same troubles as before, windows would hang or crash and there were times when AC power was plugged in and still not listed as charging, and then a major crash.

I called again and spoke to another CSR who also had a rather heavy accent but was more understandable than the last, I explained the problem as well as the previous issues and he concluded that the issue was software based; I contended that I believed that there were hardware issues as well. I cited the hard drive lag as well as many other issues I had in the interim. He never suggested a hardware replacement even though, as I recently discovered, there was a recall on the model I purchased in January of 08, covering the very issues I had.
On April 7, 2009 the computer had yet another catastrophic failure. I tried to restore data using the recovery console but to no avail, the system would not recognize the backup drive (I tested it and it was working fine) I recovered some of the data using Avast! Recovery and as soon as I tried to use the recovery console to reset to factory settings, the hard drive failed.

At this point I called HP tech support (3rd time in 1 year) and talked to a CSR, she was extremely helpful and patient but was unable to resolve my issue. I asked her to push me to a supervisor, who was immediately rude and insistent in the assertion that even though I had reported this as a problem and had been dissuaded from a repair that I should have called when the issue became apparent again. He tried to blame me for what was clearly a manufacturing defect, probably several. I expressed to him my annoyance that he had tried to place the blame on the shoddy design of their products on the consumer and even after going through great lengths to prove my case it was still “incumbent” upon me to follow up on an issue I had already reported.

The supervisor was rude, kept interrupting me and would not bow to reason. The fact seemed to be that HP wants to push even an inevitable failure from being replaced until after the warranty expires.

I have been spoken to rudely, lied to, been disconnected ( on 5 occasions), and have not been connected to the department or person I have requested.

It is just about impossible to speak with anyone in the UNITED STATES. You either get connected to someone in India or the Philipines. They don't seem to be concerned about you reporting them for slow, inept or rude service since you'll only succeed in speaking to yet another service person in either of the two countries mentioned.

I have been an HP customer for over 30 years. I have never owned a printer made by any other company, and I must say their products are excellent. I have never required any repairs on any of their products, and I have had the same printers for as long as 15 years, but their so-called service arrangements are terrible and frustrating.

HP laptop Model # EZ829AV Serial# CNF6490LLB
Purchased/shipped 12/07/06


I have had many problems with my HP laptop. I have had the Harddrive replaced 3 times, the fan 2 times, I believe. It is unfortunate when problems started I did not start a file on this so I would have a detailed and accurate paper trail.
This in it’s self has been exhaustive but the was I was rerated with the last Case manager on 2/18/09 was truly UN ACCEPTABLE!

In this last “episode” I have logged over 3 hours on the phone with different reps and case managers! I spoke ‘at length” on either Feb 14th or 15th with a rep, after explaining the time and money I had spent in the past year with different issues he had assured me if I would allow HP to repair my computer “one more time” if there was ANY problem I would have my computer replaced!
When my IT rep, Ryan Raimer, started installing my programs he contacted me and alerted me to the fact that my fan appeared to not be functioning correctly! immediately contacted HP . I was concerned about wasting money in having my programs installed and continuing to have problems!

The most recent Case management rep I spoke with was Josh on 2/18/09 at
800-474-6836. Josh immediately became AGGRESSIVE, INTIMIDATING, AND INSULTING! He said he never spends more that 10 minutes on the phone with anyone, he deals with “people like me all day long’” and HE was my only contact to HP from now on! Every time I called I would get him and I was not going to have my computer replaced, ir regardless of what anyone at HP told me. The time I spent on the phone with him was 59:11 minutes!! I asked him if we could go over the info he had in the file on my computer, he said no, it was proprietary. I tried to explain I just wanted to see if there was a complete file because there was a possibility of different contact info. He stated “it didn’t matter what information I had in my file, only his was important!
Below is the timeline, best I can recreate with names and Case #’s

I originally purchased an HP because of the reputation of the company. I am satisfied with my computer, when it works! But do not feel I have been treated humanly!

I hope you have the sensitivity to respond to my dilemma.

Peg Evanoika

6/05/07 case # 7340068078
5/24/08 I had a part replaced
Case # 8021884768
Case manger Kandace @877-917-4380 X 11 or 49 # 2500489028 even tho she assured she would be my contact for problems I was unable to ever contact her again!

6/26/08 bought extended warranty because of problems Service # 8012481630

11/20/08 Case Management rep - Michael
02/17/09 # 8021884758
02/18/09 # 8021912073
02/18/09 # 7500823395

I have an HP Dv6000 laptop. My DVD drive quit working. I performed a BIOS reboot, checked for driver downloads, checked to make sure that the operating system recognized the drive...it did not. My laptop is Tag Number DV66 which is not covered by HP's recall. I took it to a computer repair facility. The problem appears to be in the motherboard. HP won't honor fixing it under recall although others are experiencing the same problems. I have been a satisfied HP customer for about 18 years until now. I am very displease that HP knows about this issue and won't do anything. Even CHRYSLER would fix a defectiive product under recall right now to ensure continued customer satisfaction but HP won't.

I bought the laptop on March from a BestBuy and it broke on April. The video screen got corrupted/jumbled and didn't work anymore. I sent it back to HP, through BestBuy since HP has a 1 year warranty on it. When in line at BestBuy to send it back, I found out there were 2 other people waiting in line to send their HP Laptops (the same model I had) for the exact same problem!

HP sent it back and refused to fix it because they said the machine was "dirty". How can "dirty" be a deal-breaker?!!! I had the laptop in a normal desk setup, it didn't get any more dirty than anything else around it. Saying they won't fix something because it's "dirty" gives them card-blanch to refuse service on ANYTHING! Basically their warranties mean NOTHING!!! Don't buy from this company - they make faulty equipment that they refuse to service for any reason or no reason at all.