Complaint Review: Hewlitt-Packard

Hewlitt Packard has known problems with the DV series line of entertainment notebooks. There is a known defect which causes over-heating and failure of the Nvidia Ge series video cards. I have been in contact with HP over the past few days in order to have my defective equipment, which I bought in good faith, repaired.

There is currently a recall on most models in the DV line. However, since my laptop does not fall under one of the specific models in the recall, they will not honor the special extended warranty on these model lines. That does not excuse the fact that it is a known problem that they are unwilling to fix.

The problem has already been acknowledged in a press release by Nvidia Co., however HP refuses to repair my laptop. I bought this laptop as a factory refurbished model, and when I contacted HP this morning they told me that the failed video card had already been fixed. So this is now the second time on this laptop that the video card has failed. (First time that it has failed for me.)

I contacted the HP service center, which is a local BestBuy, and the gentleman there acknowledged that all of these model series have the same over-heating problem which leads to video card failure, and that failure rate is near 100%. Furthermore I took my laptop to my personal computer repair specialist and he informed me of the exact same problem and failure rate.

After researching the issue online there are many other people who are encountering the same problem. There are over 400 people on a site named www.hplies.com who all have the same problem and who HP has refused to help.

HP has a duty to its customers to give us a reliable product for the price we pay. Also it has the obligation to acknowledge its problems and offer to repair it at no cost to the consumer when the product has not been misused or abused by the end consumer. I personally never ran the laptop without a cooler and never abused, dropped, or banged around my laptop.

Ultimately HP needs to be held accountable for its mistakes and be made to fix/repair the laptops of those people who bought their laptops in good faith expecting to have a quality product from a brand name provider.

J.R.
Lansford, Pennsylvania
U.S.A.