Techworld

HP still getting heat on Nvidia graphics chips

Some customers are being charged for repairs to notebooks

Months after the issue first surfaced, Hewlett-Packard laptop owners continue to complain about defective Nvidia graphics cards that could cause notebooks to fail.

Some customers say that they have been treated unfairly by HP, in part because their notebooks are not included on a list of affected machines that was issued last July by HP, so they are ineligible for a free repair or an extended warranty.

One notebook model with overheating problems is the Pavilion dv9500 line, with screens going blank or overheating, leading to system failure, customers wrote on one HP board. The laptop model isn't on HP's list of affected laptops, and in some cases HP is asking users to pay for repairs.

HP isn't moving quickly to add new notebooks to the list of affected PCs, customers wrote. Users are asking HP to examine and update the list of laptops affected by the issue. Notebook failure may also result from components unrelated to the issue with graphics cards, but a trend among posted complaints points to laptops with Nvidia parts, said Matthew Hilsenrad, an HP notebook owner.

"I hadn't seen any post of ATI chips going bad, only Nvidia chips going bad," Hilsenrad said. "A whole lot of people [on the boards] who bought the notebook around the same time seem to have the same problem."

Hilsenrad owns a Pavilion dv9500 model with a Nvidia GeForce 8600 series graphics card, which he bought in September 2007. Many laptops not included in the list - including the HP Pavilion dv9500 and dv9600 series - bought in 2007 are now experiencing similar problems, Hilsenrad said.

He was asked to pay around US$400 to replace a motherboard when overheating rendered his laptop screen dysfunctional. He called HP to request a fix, but the PC didn't fall under the extended warranty that HP issued for affected notebook.

After haggling with an HP case manager, he got the notebook repaired for around $215. However, the case manager said the affected laptop list could be updated to include the model he owned, in which case he would be refunded the amount.

Another poster, Salman Fateh, reported system failure and a blank screen on an HP Pavilion dv9500 with a Nvidia 8600 series graphic chip, which was purchased in October 2007.

"HP will not honor the extended warranty for this model. HP should honor customers and replace all laptops with defective Nvidia GPUs," Fateh wrote in a separate HP forum.

Customers echoed Fateh's opinion, saying that unless HP addresses the issue quickly, their laptops would become paperweights.

"HP needs to add the rest of these bad GPU units on the list, get them all repaired," wrote a poster with the screen name Sarah Locker on HP's board. "I don't want to blame HP for Nvidia's manufacturing fault, but it appears now that HP is the one that is dragging their feet."

HP didn't immediately comment on this story. Officials from Nvidia were not available to comment either.

Nvidia last July said that some of its graphics chips were overheating due to packaging material and the thermal design of some laptops. HP subsequently issued an advisory warning of possible laptop failure and a list of models affected by the Nvidia parts.

HP also issued a BIOS patch to keep system fans running longer to prevent overheating, and offered to repair laptops depending on certain symptoms. The affected laptops included some HP Pavilion dv2000, dv6000, dv9000 models and Compaq Presario V3000 and V6000 series laptops. HP also offered a 24-month warranty extension to affected customers in North America.

Other PC vendors, including Dell and Apple, had to address issues related to faulty Nvidia graphics cards. Like HP, Dell issued a software patch to control heating problems, but it attracted a fierce response from unhappy users, who accused Dell of shying away from addressing a larger problem of bad hardware. Apple offered a free repair of laptops with faulty Nvidia graphics cards.

Tags notebooksHPnvidia

More about AppleATI GroupCompaqCompaq PresarioDelleForceHewlett-Packard AustraliaHPNvidia

23 Comments

Nirav Shah

1

HP Pavilion laptop has major defect

It is very difficult to blame the product but once you experience yourself it is apparent..

There are 1000s of customers complaining about HP Pavilion series laptop, there is very good analysis and details of customers available at hplies (dot) com.

If fact I would advise the management of TechWorld to do independent research and come up with analysis which will help the visitor/s to your website.

HP is worst in customer service even, they are not bothered about the customers, even I have sent this details to them (ofcourse I was not the fist !) but is is just like a normal for them...

John

2

Graphics chip

I have a Pavilion dv9340ea laptop with a graphics chip fault and HP CUSTOMER DONT CARE DEPARTMENT
said it is not on there list so as yet will not repair it as it is 2 years old
The best way to deal with a company like this is never buy a HP pruduct again .

Sinisa

3

i have a G force 8600 and it is failing already 2 times!!!!!

I have a DV 9500 with the stated G force 8600 256 mb dedicated ram and my warranty is gone,,, as usual now the graphical card did find the time to burn out!!!

I managed somehow to fix my graphical ship but he is pretty much damaged and i cant put now to much strain on it, or it iwll go blank again. THIS IS THE WORST shit ever!!!!!

Anonymous

4

HP Pavillion dv6810us

I bought my dv6810 in March 2008 and in April 2009 the laptop crashed. When tring to restart,it would cycle thru off -on-off on. Then it would restart and jagged lines would appear.
Hp costomer service sucked. They (HP) gave me the run around after the 20th phone call ,I was told by a tech (Off the record) that there were hundreds of dv 6000-dv9000 series that had a bad video chip(Nvidia g-force go 7150m in mine) . I, like many others dont have $800.00 hard earned dollars to throw down for a new one and I think HP should replace every laptop (DV series) from 2007 -2009 for free. I intend to write a scathing review of HP and their DV series laptops and about how rude costomer service is. But even then , I dont think HP will care...

Anonymous

5

HP is a Horrible company

I have an HP dv2225nr. It DID fall into the category of affected computers. When I tried to honor that warranty extension, they said it could not be done because I didn't contact them in time. They wanted to charge me $250 and they said that was half price!! When I asked questions like why wasn't I notified about this problem via email like when I get other software updates, the representative said that they have been trying their hardest to contact everyone and continued to lie to me. If it was easy to tell me about a driver update, why isn't it easy to tell me that my laptop's GPU might melt off the board? HP is a back-stabbing, immoral unethical company, and I will never recommend their products to another soul ever again. I am now doing the repairs myself for half the price. Too bad this new mainboard will probably just melt down in a year like the old one.

Mike

6

Pavillion dv2500 screen issues.

I have the same crazy issues with my dv2500. Screen goes nuts after 5 minutes. I don't expect HP to care (they have my $1200 - good for them) but I guess I have just become a life long member of the toshiba club.

Jason

7

I got mine fixed

actually sending it back to HP will cost a fortune. I found a local laptop repair company who can fix this problem, from this link:

http://safemode.com.au/SAFEMODE/services/home/laptop_repair_hp_pavilion_dv9000.htm

I just feel it's ridiculous that HP doesn't give warranty on this issue, even it's their faulty product. The laptop is expensive and HP don't care.

Hope this help

Anonymous

8

I hate compaq

I bought compaq presario for one year. and 6 month in Thailandd
now it was dead.
heat cycle blue screen
Hp compaq ask me very expensive for repair
I hate compaq,Compaq go HELL
No responsibilidy

DV9520tx Owner

9

DV9520tx had it..

My laptop just died after 17 months of use, paid 2300 on sale...I can only guess what people who paid full pice must feel 3500, after searching everywhere found the hplies.com website which contains very useful info on how to proceed whether you have warranty or not to get a free repair as it should be and not the BS of paying half price like they are doing you a favour. Also try the hp website and state your problems there....they simply can not ignore that many people......unfortunately I bought a dv7 just 2 days before the dv9520tx died and I had already sold it, so i had to keep, the dv7 has an ATI chip so I'm hoping for the best.
So those bastards from HP owe me and lots of people lots of money... so if at least one of you guys get a free repair it will be worth it.
I know is nvidia's fault to save money they use cheap soldering but HP design is also to blame not to mention then knowing this since march 07 and not pulling those notebooks out of circulation. I never trashed my laptop as it cost me so much money.

Nadeem Saifee

10

HP Pavilion 9311 Display Problem

I have purchased this model in Jun 2007, almost in Rs. 82,000/= from Mumbai and in Oct 2009 this laptop dead ( No Display) And from that day i m in tuch with HP Customer Care but these irresponsible persions not able to solve this issue.

Now my suggession to HP is to stop making laotops aswell as desktop Or Should Keep Some qualified staff so that this type of issue dont repeat in future.

Finaly i request them to solve out this issue as soon as possible if they wants to stand in this market and there Rayalty.

ANURAG SETH

11

HP NOTE BOOK dv 9000/ 9311

THE GRAPHICS CARD ON THE SYSTEM IS AN UTTER FAILURE. IT HEATS UP AND THE SYSTEM GOES DEAD.
ON TOP IF IT HP AUTHORISED CENTERS NOT JUST MIS TREAT YOU BUT EVEN TRY TO FLEECE YOU WITH IN ACCURATE PROBLEM DETECTION. GIVE YOU WRONG QUOTATIONS EVEN FOR PARTS THAT NEED NO REPLACEMENTS. THEY HAVE THE COURAGE TO TELL A CUSTOMER TO SELL OFF EQUIPMENT WORTH THOUSANDS FOR AS GOOD AS FREE.
THE TREATMENT OF THE CUSTOMER AND THE RESPONSE TIME IS TERRIBLY POOR. NO ONE CALLS BACK IF YOU LEAVE A MESSAGE. THEY DEFINITELY HAVE NO COMMITMENT TO THEIR PROMISES AND THE PRODUCTS ARE VERY INFERIOR.
THE PROBLEM IS NOT JUST WITH THE GRAPHICS CARD BUT ALSO WITH THE WIRELESS CARD.

jaso

12

hp: a lack of customer service. learn from Apple.

here is just one of the many forums with comments about hp's defective laptops:

http://forums13.itrc.hp.com/service/forums/bizsupport/questionanswer.do?admit=109447627+1268882322730+28353475&threadId=1274587

they certainly do not have my business anymore. i recently bought a gateway with an ATI card. so far so good.

Anonymous

13

over heating lap top

I have an HP 9500 laptop with the 8600 gpu it has been repaired at a cost of over 500 to me by a local repair service. that lasted about one year now it is over heating again. I use it for email and some word processing. Is there a non intel chip that can replace the 8600. will that help?

Lee Callender

14

We see this throughout the now older HP Laptop Ranges

We work with all makes and models of laptops and have seen many HP laptops fail from the graphics chip issue over the past 2-3 years, we see atleast 4 machines each day suffering from the Dreaded manufacturing fault.

It has to be HP's issue and not Nvidia as other manufacturers machines don't suffer as badly as the HP's seem to. The issue really lies with the poor Heatsing and Fan's that were used, not cooling the Graphics chip enough, which over time and overheating causes the issue that everyone sees so regularly now.

Of course HP are going to try and brush it under the carpet, they would have a massive bill on their hands if they either did a recall, or offered a fix for the issue. Their stance is we will deny everthing and eventually the problem will go away when the models that suffer from the issue, have either all died from the said fault or the owners have destroyed and replaced them with a different model.

My advice to any HP owner who has taken care of their laptop and then it dies due to this fault, go down the sales of goods act (google "sales of goods act") route to get it replaced as every company that sells HP Laptops will have had to deal with lots of discruntled consumers.

Anonymous

15

HP.

I have a HP, and my graphics card is awesome and I've had mine for 4 years.
Guys, get off yoru period and stop QQ-ing.

Anonymous

16

i have dv6000 and suddenly it started to do the same. HP is not even ready to accept their fault and my laptop is not in the list either.

IF YOU WANNA THROW YOUR MONEY INTO BIN , I RECOMMEND YOU HP.

Anonymous

17

i have dv6000 with nvidia card and it has got the same issue. i contacted with hp online support , and trust me they dont know sh**. i talked to like 12 members and all of them had a different solution for same flaming problem.

i think we all should declare a boycott against HP...

Angry Customer

18

I'm infuriated...

I have a dv6760 purchased in August 2008. It just started the overheating BSOD cycle... And even disabling the graphics card won't solve the overheating issue, even if it gets rid of the BSOD... I've been trying to sell the laptop, because the fixes are way to expensive, but no mainstream reseller will even buy the laptop from me in my area, saying that they already know about the issue.

The only thing I can do now is tell HP to go **** themselves... =@

Stacey

19

I have a dv9335nr with GeForce Go 7600. I bought mine in spring of 2007, and the graphics chip fried late 2009. I just got my laptop repaired with http://rebootit.biz/ for $133. Which, as some of you have already noticed, is a heck of a deal.
The thing is, I tried, and tried to get HP to listen to me. Anytime I tried to connect with people that had my model on the HP forums, my posts were deleted and my account was banned. Now, whenever I write to HP Tech Support, I only get an auto-reply. Never an actual response. I have had 2 case managers, the first never called me back when I left multiple messages for her, the second one had me send in my laptop for "evaluation to determine free repair" and then sent it back to me saying basically that they dusted out my heat sink and assured me that the laptop should be fine now. Doesn't take a genius to see that HP's support staff is pretty unintelligent.
I tried to talk some sense into them, explaining to them that they can't sit there and admit there's a problem with some of their models, and then be picky about which one's they are willing to admit have a problem. It's not right. It's not like I wanted my model to have a reason to be on that list in the first place, I'd rather it not be a piece of crap. At least a hundred people I must have seen on the HP forums have my exact model, with my exact problems. Not to mention that that "Reboot It" company deals primarily with Laptops with the exact same problem as the one's on HP's list, and obviously since they repaired my laptop, and they know for a fact it IS the same issue, common-freaking-sense would tell you, my laptop model, and many, many others, deserve to be on that list.
I will never buy HP again because of this. They SUCK.
StaceyJL89@yahoo.com is my e-mail if anyone wants to chat.

Sarah

20

I have an HP Pavilion dv9920us notebook. I have had it under 3 years and I bought it from Office Depot with a 3 year warranty. Poor Office Depot must be losing a lot of money on me! I think I paid $700 originally and sent in my laptop for repair at least 3-4 times this past 3 years and I'm about to send it in again. In fact, I'm gonna ask if I can get a different laptop. This is my first laptop experience. Not a happy camper. -Stay at home mommy

Carmen

21

I bought a HP Pavilion DV6 (Entertainment PC) in January 2010 and have had no end of problems with this piece of crap. I have gone through 3 chargers/adapters, now my battery is dead and the overheating problems are enormous. my volume and wireless buttons stopped working so I could not connect to wifi centres so had to buy a new computer (it was definitely not a HP). I ended up taking my battery out and as soon as I did so, the volume and wifi buttons worked...bloody piece of shyte. Never ever again will I buy any HP product, they are losing business daily and I will tell anyone who will listen not to touch them with a ten foot barge pole. I have to use a decent laptop as my work depends on it and have lost countless hours, days trying to fix HP problems as there is never any customer service.

Cathy

22

Same problems as everyone else with my DV6810us.
Wireless card was no good from the get go and then the overheating issues !!! I managed keep it running for another year and then it died.
I bought an HP Pavilion desktop that same time and it too had major problems within the first 6 months .. HP replaced the mother board ..
Needless to say I will never buy another HP again.

I am typing this from my from my 10 yr old Toshiba Satellite ......Go Toshiba ... You Rock !

Cathy

23

Same problems as everyone else with my DV6810us.
The wireless card was no good from the get go and then the overheating issues !!! I did manage to keep it running for another year and then it died.
I bought an HP Pavilion desktop at that same time and it too had major problems within the first 2 months .Best Buy repaired it and within 4 Hours after getting it back I had the same problem. . HP replaced the mother board ..
Needless to say I will never buy another HP again.

I am typing this from my 10 yr old Toshiba Satellite ......Go Toshiba ... You Rock !

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