Question about Computers & Internet
PRODUCT: HP Pavilion DV5-1003nr Entertainment Notebook PC -- PN: FE764UAR#ABA; 15.4'' WXGA display; 2.0-GHz AMD Turion X2 RM-70; 4-GB DDR2 667-MHz RAM; 160-GB, 5400-RPM, SATA-II hard drive; 256-MB ATI/AMD video card; Dual-layer, and Blu-Ray DVD-RW, and CD-RW, optical drive
I was given a new HP Pavilion DV5-1003nr Entertainment Notebook with a dual-core Turion X2 mobile processor (a defective AMD CPU installed by HP), a 256-MB ATI/AMD video card that ''shares'' system RAM, a 5400-RPM SATA drive, 4-GB of RAM, a dual-layer Blu-ray read/write drive (and Blu-ray is a feature I'll never use and slows down the drive's write speed), a retail Vista Ultimate upgrade (which I cannot install or I will void the warranty), preloaded with 32-bit Vista Home Premium SP1.
Best Buy's extended protection plan and ''no lemons'' policy has proven to be a waste of money: The Geek Squad at the store of purchase diagnosed the defective CPU, but the service center simply reinstalled Vista (which I have done hundreds of times, because Vista overwrites in-use sectors with log files).
The bottom of the notebook is so hot that I use a USB-powered cooler all of the time, which means the notebook is NOT portable. HP Support ignored me for 3 months until I sent a message to CEO Mark Hurd: I soon got a call from ''Oscar,'' my case manager who seems determined not to help me and whom I have stopped calling, because he subjects me to outbursts of anger and verbal abuse. He laughed when I told him the bottom of the notebook severely burned me when I placed it in my lap briefly to adjust the cooling mat, stating ''they do get very hot, don't they,'' and then, when I asked that HP fix this issue, blamed me for the burns, because ''HP distinguishes between a notebook and a laptop, and you put a notebook in your lap.''
As the local Geek Squad predicted, the defective CPU is actually declining, as if it were suffering from degenerative disease. I have been polite but firm, but the new DV5-1003nr that failed to load Windows when I first turned it on on 01 August 2008 is a useless nightmare.
What does it take to get HP to honor its warranty or Best Buy to honor a two-year plan that supposedly covers power surges, wear and tear, and even accidental damage? (No, I will not drop and shatter the notebook in order to get a replacement via unethical means.)
Four ''valid'' repairs are required by Best Buy will replace the unit, but the hardware issue is simply being ignored and no diagnostic software to which I have access can prove conclusively that the CPU is defective. I have tested the RAM and hard drive repeatedly.
This gift is an ongoing nightmare and my health is suffering. I would appreciate any suggestions. Thank you!
P.S. - Microsoft has been the only entity to show genuine concern, offering free, total support of Vista, which HP should provide as the OEM.
After receiving this generous offer, I learned the AMD Turion X2 mobile processor had failed the CPU diagnostic at the local Best Buy. I thanked the Microsoft representative for his extraordinary offer, and my case is on hold until the hardware issues are resolved -- which apparently will be when a very hot place freezes over -- but I made certain Microsoft knew how grateful I am, because someone cared and offered expert help.
In addition, I emphasized that I blame HP and Best Buy (and HP has shocked me, especially by the extent of its indifference and the verbal abuse and outbursts by Oscar, my HP case manager).
Although I was honest with Microsoft and admitted that I stopped using Windows (XP Pro) four years ago, switching entirely to Debian GNU/Linux, I made it clear that I realize that Vista is NOT the problem.
I am amazed that Vista can last even 36 hours (an interval now at just over 24 hours) before Vista fails and its time for yet another reinstall (and the recovery partition is corrupted by the bad CPU. so I use the repair media for my system, which HP did mail to me at no cost).
Of course, every executable is run by the defective CPU, so each reinstalled incarnation adds unique problems.
I let Microsoft know that I am eager to experience Vista on uncorrupted hardware -- although Windows 7 may be out before I get to do so. I have until the end of 31 July before the warranty expires, but my health and sanity needed a resolution last year. (Best Buy is proving to be very elusive: I grow weary of taking the system to the store of purchase, having it shipped off, only to be returned with a technician's report that ''one system file was missing and one was corrupted, so Vista was reinstalled and now all is well.''
I cannot establish four ''valid'' repairs, the requirement for a replacement, under such circumstances -- and I would gladly accept a fully repaired notebook that works as it should and does not cause burns or a fire risk (and allows me the freedom that a notebook should provide).
I have a hp dv51003nr i only bought it because i have bluray but believe me didn't work the price first you have to always use a cooler table 6 month ago have a weird sound in the speaker like a short circuit and just 3 days ago i upgrade to win 7 and the video card just start to fail and probably the days are counted for fails complete so now i have a screen that looks red and the last time i use hp i hope somebudy gie me some money for this
Posted on Jul 16, 2010
We had the exact problem, but rather than using the 'BestBuy' (hardly best) troubleshooting method we called HP support directly, after about 10 calls of them upgrading drivers and testing hard drives etc they finally figured out we needed to send them the laptop. Within one week we had our 'repaired' laptop back. It is SOOO much cooler now we can't believe it was ever so hot.
Posted on Jul 21, 2009
In Australia there is a Consumer Affairs department where we can lodge complaints against manufacturers to resolve issues and or get refunds on defective products.
I can only suggest that if you have such options in your country to take advantage of such services.
Sorry I can't be of further help.
Posted on Apr 19, 2009
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Posted on Jan 02, 2017
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