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 HP Pavilion dv6449 notebook PC frustrations
Posted Wed August 6, 2008 12:02 pm, by Gail M. written to Hewlett-Packard Company
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Within the past 9 months, I have purchased and become a user of an HP Pavilion dv6449 notebook PC. Starting from the first month I started using the PC, being September 2007, I had issues with it. The first major problem I noticed was that the battery would not hold a charge, and that my laptop would almost always turn off as soon as I unplugged it from an A/C adapter. Regardless of how long I had it plugged into a direct power source, it would not hold the charge. I proceeded to have it checked by a Firedog center in a local Circuit City store to which they told me I would need to go through HP for help. By the time I contacted HP and got results from diagnostic testing that I had to do with my computer, that it had failed repeatedly, I was told by a 'tech support' person that it would take 6-8 weeks to analyze and do repairs on the computer and then I would be charged for anything not covered in my 1-year warranty. That seemed absurd considering the computer didn't work properly out of the box, and I didn't have the option to return it to the store of purchase because I did not buy their warranty as well.
I decided to not send the PC back to HP after being hung up on by a service representative and being treated completely disrespectfully instead of the paying customer that I was.
After a few more months, the condition of my computer worsened, and by January of 2008, my computer was getting so hot and the battery was acting up so much, that if proceeded to melt my internal hard drive and cause it to stop working completely. I then contacted HP again, and was advised to purchase a new hard drive from them, and have it installed. I instead bought a hard drive from an outside source and had it installed by the IT center at my school. When I had it replaced, I was advised that there was further damage done to the inside of my computer that looked to have come from a part of it overheating and that the internal temperature had reached over 70 degrees Celsius. I had noticed the computer reaching increasingly high temperatures, despite having a cooling system under my notebook at all times.
My notebook continued to get so hot that it actually burnt my thighs while on my lap more than once, and that of my roommate as well. It also got so hot that the touch pad mouse and the area around the keys were too hot to even touch. This left me with the option to very seldomly use my notebook. By February of 2008, my laptop was reaching such high temperatures, that it would shut off from over heating, and sometimes not allow me to turn it back on. The battery would not work unless it was plugged into a power source, and would sometimes shut down in the middle of my using it. The notebook became useless.
Due to the severity of the issue and the danger I feared that I faced using it any further, I haven't attempted even turning it on since May of 2008.
I have spoken to technical support at HP several times, most recently starting July 30, 2008. I spent over 3 hours on the phone with representatives of the company between the 30th and 31st of July, 2008, explaining the situation and what I would like the resolution be. On August 1st, 2008, I spoke with a tech support case manager named Andy. He was completely unsupportive of the issue and only offered me one resolution, which was to repair the severely damaged computer with 6-8 weeks. I explained that I didn't want an Hp computer anymore, as to not run the risks of having this happen again, and that I also felt that 6-8 was far to long and not fair at all considering the situation. We did not come to an agreement and he told me that if I did not agree, then I could contact an attorney.
I called back later that day to speak to someone about sending back my laptop for an evaluation as to how extensive the damages were, and if I could report it to the credit card company it was purchased with for reimbursement. I was told they couldn't do that and that "Andy was the only one that could make that decision", and that he was "no longer in the office for the day" and that I would "get a call back Monday, [August 4th, 2008]." I agreed and waited. I did not receive a call August 4th from anyone at HP. I made my own phone call at approximately 2 pm August 4th, 2008 and waited on hold for about 22 minutes, only to be hung up on. I then waited on hold and was passed on to 3 different representatives due to the automated recording system not understanding the extension that I used. I finally reached another case manager that informed me that my situation now needed to be dealt with through the Health and Safety Department and I would receive a phone call from someone there by the end of the day. It is not 10 pm August 4th, and I am still without any phone call from anyone at HP, as I was promised.
What I wish to happen is to be fully reimbursed for the computer I purchased. I will send it back with the original hard drive and parts for full refund. I feel that after the complete run around from the entire company, and the stress I have dealt with just to fix what should have been a simple problem that snowballed into a disaster from lack of interest from the company. I was treated entirely out of disrespect and like I was some kind of idiot that had never seen a PC before in my life. I have been hung up on, yelled at, told I was wrong and that nobody could help me with my problem. After what I have gone through, I would never want to own another HP product out of the fear that I might have to deal with the horrendous customer service again, anticipating what I sure would turn out to be another problem product. Purchasing an HP notebook was clearly not my first or second choice to buy, but I was left with little options going to school 2000 miles away from my family and with even fewer options for what types of notebooks would be most compatible for my campus and for IT support. I now severely regret that decision and only wish to be rid of this product and to never have to struggle on the phone with another HP representative that not only does not understand me, but does not care to either.
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by Neil P. Posted Thu June 11, 2009 @ 4:23 PM
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I also had purchased the dv6449 back in September 2007. However, I did
not encounter problems until March 2009. The computer did not read the
wireless card. I sent it in to HP, and they repaired it for free (even
though it was way past my 1-year warranty). However, a few months
later, now June 2009, the dv6449 broke down again. This time, it would
not even start, either with the battery or with the power adapter.
Again, HP will fix it for free, but I'm just tired of sending it in
every few months...
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by TeaRoseJoy Posted Thu February 5, 2009 @ 5:10 PM
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I also have encountered problems with my HP Pav 6449.
I got the laptop in Sept. of 07, and started having problems with it
freezing up all the time to where you had to manually shut it down and
turn it back on.
Also, had the heat problem to where it would burn my legs (still have
burn marks on my left leg).
I finally called in late summertime to get the problems solved. They
sent me a restore disk and told me this will fix the problems.
When I finally got the disk I ran it and did the retore. It still
would get quite hot (I ended up buying a cooling fan also.) and would
still freeze up.
Frustrated at this point because my warranty had run out, so I figured
I would have to deal with it.
Well today I ended up with the laptop freezing again. I shut down
manually as always and returned it on. Hmmm, now I couldn't even
connect to my wireless, couldn't get my wireless assistant to come up
or anything. So, I decided to do another restore.
The restore wouldn't even work!!!
I called HP Tech support only to find out that they said the hard
drive failed and that I would have to go and buy a new one. I told the
lady this is bullcrap that the hard drive should not be gone already.
I also explained about how hot it got, how it would freeze up and all
still after doing to the first restore. She put me on hold and came
back and said that when I first called they should of told me that I
needed to update the bio files! She also said that my hard drive could
of gone out due to that! I was pissed. Then she said I would have to
go to a forum to find out how to update the bio files because my
warranty is out! Oh I am so livid that it isn't even funny!
HP's are a PIECE OF CRAP and their customer service sucks. I am
writing bad reviews on every single HP laptop and product I can on ALL
the Electronic store websites.
Personally, I think that a class action lawsuit needs to be filed
against HP!
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by Dhruba C. Posted Sun November 23, 2008 @ 12:12 AM
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HP gave me a free battery replacement and since then I am happy with
my computer.
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by Gail M. Posted Mon September 29, 2008 @ 9:47 PM
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Got it back again and again it stopped working. It won't even turn on
and I can't get anything off my hard drive.
I called HP and they told me my warranty is up and I would have to pay
for any repairs! They haven't even fixed it yet.
Just happy I paid with American Express. Great company. They
automatically double the warranty on anything you buy with their
card.
HP could learn a lot from American Express's Customer Service.
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by Gail M. Posted Wed September 3, 2008 @ 2:21 PM
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Okay here is the latest. HP sent a box to mail my PC to their Health
and Safety Department. I mailed it and a few days later got it back in
the same condition! When I called the department they told me that my
PC works when they put their battery and hard drive in it, so they
sent it back in the original condition without calling me first. I
know - I don't get it either. I told them that it needs to be fixed
and that it is still under warranty. So they sent me a box again. I
got it back again this time with some new parts and now it won't even
turn on.
Never again HP. I don't think I will ever purchase a Windows machine
again. Macs are the way to go. Hardly ever a problem and our family
has had quite a few through the years. Excellent product, and
excellent customer service. So worth the slightly higher cost.
The one time I had a problem with an eMac, I went to the Apple Store
and they gave me a new one!
Oh-and you can run Vista on a Mac now.
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by Dhruba C. Posted Sun August 10, 2008 @ 3:08 PM
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Bought this product in July 2007.
This is one of my worst spendings. The battery
gave out after 6months ( the warranty was just for 6 months). The
adapter stopped working within a year.
The laptop overheats and the the Fan is
always on right from the time I boot the
system.
I should have read the reviews before buying
this crap.
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