My letter to HP, which was received and denied for free repair. No if's, and's or but's.
RE: Case #: 8032449177
My name is Paul Evans and I have been a loyal customer and user of Hewlett Packard product for a very long time. I own (2) HP Desktops and (3) HP Laptops, (1) one of which is being affected by the well known defect of the NVidia GPU's. I have never had any issues with your products until now. The model of laptop that I have is the HP Pavilion DV2315NR. The Serial Number of my unit is 2CE7202JKH and the Part Number is RV324UA. My laptop started showing symptoms over the Thanksgiving Weekend this year. The video began scrambling which then the laptop would lock up and it would require a hard boot. Within hours the unit would not power up but the LED's would remain lit. No picture on the screen. That's when i began doing some research and found that my particular Laptop was listed on HP's Website as an affected unit. Additional research found that this issue is a very widespread problem that is not being addressed fairly by HP or NVidia. I have included numerous links below to very reputable news sources regarding the known issue by both HP and NVidia regarding the Bad GPU's. Without having ever been notified by HP that there was a potential issue with my unit (yes I did register my laptop after I bought it), my warranty expired in August. I placed a call to HP Tech Support to no avail whatsoever. I then called the Case Management line directly at (877) 917-4380 and spoke to Ashlin B. Employee ID # 5038406 extension 08. He told me that there was nothing that could be done due to the warranty expiring in August of 09'. I explained that had I been notified of a potential issue, I would have sent the unit in to have the bad GPU or Motherboard replaced before the issue ever had a chance to rear it's head. He confirmed that they were well aware of the NVidia GPU issue affecting a large portion of the DV 6000 and 9000 series of notebooks, but he still said that there was nothing he could do except to have the unit sent in at my expense and have the motherboard replaced for a fee of around $300.00. I refused anything less than to have the unit repaired or replaced at no charge to me, but he still refused to accomodate. I then called HP Corporate (800) 756-0608 option #7 and requested to speak directly to Mark Hurd regarding my issue and my distaste for how this known issue was being handled, but was informed that Mark does not field any calls personally and suggested I try calling and getting a different case worker. I then got back in touch with Ashlin who informed me that my case was being escalated to another case manager (Shannon) at the same number and extension as Ashlin. She called me back and informed me that there was nothing that she could do either except have me ship the unit to them at my expense and have the motherboard replaced for a fee of around $300.00. Still unacceptable in my opinion. I feel like I have exhausted all of my options at this point and that is why I am sending this email to the included corporate addresses and contacts. Again, had I been notified of a potential issue when it was found out (according to my research and reputable articles) I would have sent it in for service. I feel like I purchased a defect from the beginning and any reputable company should stand behind the products that they sell to consumers and honor the customer service quality that they claim to provide. What I am asking is to be treated fairly as a long time consumer of your products and to have my Laptop repaired or replaced at no charge to me whatsoever. That being done can guarantee that I will continue to purchase HP Products as well as refer the HP name to family, friends and business associates. Thank you for listening and I would appreciate a swift response.
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