HP dv4000 problem - Page 3

I'm sorry to hear that.

My dv4000 is working great. I have replaced the DVD burner twice, but that's normal. Other than that, I'm happy with my dv4000.

Known problem with hp dv4000 series motherboards and HP fails to service customers

Can you help me repair my HP DV4000 [dv4269us] laptop.

Ive tracked down the problem which is with the motherboard and is known to HP however my warranty expired in December. I notified HP of the problem, they promised to send a box for an RMA however failed to do anything and that was during the Christmas season, right before my warranty expired. Is my warranty still valid since I contact HP before the issue or must I seek help elsewhere? This is the 2nd time HP has completely dropped the ball, the first time being the rebate that didnt exist.

The problem is described as:

• http://www.notebookforums.com/thread178802.html
• http://www.computing.net/hardware/ww...rum/43815.html
• http://ask.metafilter.com/50153/
• http://www.duxcw.com/yabbse/index.ph...threadid=20055
• http://www.computing.net/hardware/ww...rum/43815.html
• Below is the complete chat sessions with HP.

--
Cheers & remember, at PropertySF.com - we love referrals!

JP Williams
650-544-8944
PropertySF.com
San Francisco Bay Area Gojukan
サンフランシスコ 剛柔館
The All Gojuryu Network at Gojuryu.net
JKF Gojukai Networking Project [JKFGojukai.net]
Starboard TCN Worldwide Commercial Real Estate

from"hp.chatipg@hp.com" <hp.chatipg@hp.com>
hide details 11/26/06

reply-tohp.chatipg@hp.com

togojukai@gmail.com

date
Nov 26, 2006 11:00 PM

subject
HP Real-time Chat Transcript

mailed-by
hp.com
Thank you for your recent use of HP Real-time Chat Support. For your records, we have provided a complete transcript of your chat session below.

NOTE: Please do not reply to this automatically generated message.

If you need further assistance, you can initiate another chat session at http://www.hp.com/support/chat, or you can access other HP support options at http://www.hp.com/go/assistance.

HP Total Care is a J.D. Power and Associates Certified Technology Service and Support Center, recognized for consistently providing “An Outstanding Customer Service Experience”. For information on keeping your HP and Compaq products up and running please visit http://www.hp.com/go/totalcare.

Chat Transcript Begins Here
--------------------------------------------------------------

Johnpaul Williams
am I supposed to see something?

Tom
Hello Johnpaul.

Johnpaul Williams
hello
Tom
Welcome to HP Total Care for Pavilion Notebooks. My name is Tom. How may I assist you today?


Johnpaul Williams
my notebook keeps freezing

Johnpaul Williams
I just discovered that if my palms are on the surface just below the keyboard area it will unlock momentarily

Johnpaul Williams
this is definetely not a software problem

Johnpaul Williams
what do we do?

Tom
Let me assist you with this.

Johnpaul Williams
ok

Tom
When did you first notice this problem?

Johnpaul Williams
it has been happening on and off since I bought the notebook last december

Johnpaul Williams
hello?

Tom
Yes. I am here.

Johnpaul Williams
did you read my message

Tom
Have you tried any troubleshooting steps?

Johnpaul Williams
is this a real person or machine

Johnpaul Williams
yes

Johnpaul Williams
shut down all programs

Johnpaul Williams
install and uninstall

Johnpaul Williams
it is NOT software

Johnpaul Williams
it actually freezes or unfreezes at any given moment when slight pressure is applied to the laptop

Tom
May I know the Serial Number, the Product Number and the Operating System of the Notebook

Johnpaul Williams
or unfreazes

Tom
The Product Number and the serial number will be there at the bottom of the Notebook on the Service Tag.

Johnpaul Williams
2ce5441042

Johnpaul Williams
Serial Number 2CE5441042

Tom
Thank you for information.

Tom
Can I place you on hold for a couple of minutes while I look at this in detail?

Johnpaul Williams
Product numberV4000 [aka dv4269us]

Johnpaul Williams
OS is Windows XP pro

Johnpaul Williams
yes

Tom
Please stay with me. Im right here.

Tom
Thank you for your time.

Tom
Are we connected?

Johnpaul Williams
yes I am stil waiting

Tom
Okay.

Johnpaul Williams
are you still there?

Tom
Yes.

Tom
I will provide you with basic troubleshooting steps which will narrow down the issue.

Tom
If issue persists I will arrange a free Mail-in repair as notebook is in warranty.

Tom
You can update the BIOS from the below given link.

Tom
Please copy the entire URL and paste it in a new window of Internet Explorer. Then open the link from there.

Tom
ftp://ftp.hp.com/pub/softpaq/sp32501-33000/sp32791.exe

Johnpaul Williams< br>if I update a bios dont I loose alot of the programming?

Tom
No. You dont loose any program.

Tom
Steps to reset BIOS: 1. Turn on or restart the computer. 2. Press the F10 key when the Press F10 to enter system utility message is displayed on the HP Invent screen. 3. Under Exit menu, select the option "Load Setup Defaults." 4. Click Enter.

Johnpaul Williams
and it will restart the entire computer

Johnpaul Williams
as loose connection with you

Tom
Reinstall Power Management 1. Click Start, select Control Panel, and then choose Performance and Maintenance. 2. Click the System icon to open the System properties window. 3. Select the Hardware tab and click Device Manager. 4. Click the plus (+) sign next to System Devices. 5. Right-click the ACPI Fixed Features button and select Uninstall. 6. Restart the system. On restarting the system, Windows will automatically detect and install Power Management on the computer.

Tom
Have you got all the steps.

Johnpaul Williams
of course not

Johnpaul Williams
you just cut and paste them to me

Johnpaul Williams
in this really really little window

Tom
I will email you this chat transcript.

Johnpaul Williams
when does my warranty expire?

Tom
According to our database it expires on 11 Dec, 2006.

Tom
Is there anything else I can do for you?

Tom
Please do not hesitate to contact us if you require any further assistance. We are dedicated to providing support for your needs, 24 hours a day, 365 days a year.

Tom
Thank you for using HP Total Care and giving us an opportunity to serve you through Chat Support.

Tom
Bye Johnpaul.

------------------------------ ------------------------------ --
Chat Transcript Ends Here


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11/26/06
Thank you for your recent use of HP Real-time Chat Support. For your records, we have provided a complete transcript of your chat session below.

NOTE: Please do not reply to this automatically generated message.

If you need further assistance, you can initiate another chat session at http://www.hp.com/support/chat, or you can access other HP support options at http://www.hp.com/go/assistance.

HP Total Care is a J.D. Power and Associates Certified Technology Service and Support Center, recognized for consistently providing ##8220An Outstanding Customer Service Experience##8221. For information on keeping your HP and Compaq products up and running please visit http://www.hp.com/go/totalcare.

Chat Transcript Begins Here
--------------------------------------------------------------

Johnpaul Williams
hello?

Johnpaul Williams
is anyone there?

Sanderson
Hello Johnpaul.

Sanderson
Welcome to HP Total Care for Pavilion Notebooks. My name is Sanderson. How may I assist you today?

Johnpaul Williams
I was just told to update a bios

Johnpaul Williams
I was specific with the other tech that this problem was NOT software driven

Johnpaul Williams
I updated the bios as instructed

Johnpaul Williams
same problem still exists

Sanderson
May i have few moments, so that i can check your previous chat session and get back to you.

Johnpaul Williams
yes

Johnpaul Williams
hello?

Sanderson
Thank you for your time and patience.

Sanderson
I have gone through your previous chat session with Tom.

Sanderson
I found that your Notebook is freezing when it is pressed a little on the keyboard, right?

Johnpaul Williams
almost correct, it unfreezes when slight pressure is applied to the area that my palm are supposed to rest however freezes in the same place

Johnpaul Williams
it freezes up to 10 times per day and I only discovered it unfreezes when pressure is applied to the surface today

Johnpaul Williams
the location to press is just to the left of the touch pad

Sanderson
This seems to be with some lose contact inside the Notebook.

Johnpaul Williams
I would think so

Sanderson
Johnpaul, your Notebook is still under warranty. Shall i go ahead and create a case for Mail in repair for your Notebook.

Johnpaul Williams
yes but is there a cheap loaner to use in the meanwhile?

Johnpaul Williams
what do I do for a computer?

Sanderson
We do not have any such loaner facility till your Notebook returns from repair.

Johnpaul Williams
how long will it take?

Johnpaul Williams
do you have the full record for my laptop in front of you?

Sanderson
I will check out full case history of your Notebook now.

Johnpaul Williams
what ever happened to my rebate check?

Johnpaul Williams
?

Sanderson
Iam checking out your case history, Johnpaul.

Sanderson
Please bear a moment.

Sanderson
Thank you for your time and patience.

Sanderson
I have gone through your Notebook case history.

Johnpaul Williams
and....

Sanderson
Rebate for Notebook comes when it has been purchased.

Johnpaul Williams
the rebate went to where?

Johnpaul Williams
no it was not

Johnpaul Williams
very specifically it was MAIL IN

Sanderson
Iam sorry, could you please exp lain it clearly.

Johnpaul Williams
explain a MAIL IN rebate? Are you serious? is this a computer or a real person?

Johnpaul Williams
How about just arrange for the case and mail in warranty repair.

Sanderson
As your Notebook is under warranty all the repair and replacement and mail in costs are free of cost.

Johnpaul Williams
thank you

Sanderson
Its my pleasure assisting you.

Johnpaul Williams
so how do I send it in for repair

Sanderson
Please provide me your details in the format given below:

Johnpaul Williams
by the way I believe I found a forum reviewing this problem

Johnpaul Williams
http://www.notebookforums.com/thread178802.html

Sanderson
You will get a mail in box from fedex. Pack your Notebook in it and drop it at fedex.

Sanderson
Please provide me your details in the following format given below:

Sanders on
1. First Name : 2. Last name : 3. Address (No PO box numbers) : 4. Zipcode : 5. Phone number ( Home ) : 6. Phone number ( Office ) : 7. Cell Phone ( If any ) : 8. Serial Number : 9. E-mail id :

Johnpaul Williams
1. First Name : Johnpaul 2. Last name : Williams 3. Address (No PO box numbers) : xxx xxxxxxx zzzzz 4. Zipcode : zzzzz 5. Phone number ( Home ) : 650-544-8944 6. Phone number ( Office ) : 415-765-6904 7. Cell Phone ( If any ) : 650-544-8944 8. Serial Number : 2CE5441042 9. E-mail id : gojukai@gmail.com

Sanderson
Thank you for providing all the required information.

Johnpaul Williams
City is xxx xxxxx , State is California

Johnpaul Williams
is there anything else?

Sanderson
You will get a case id once the case gets approved to your email.

Sanderson
And after that you will receive mail in box shorlty.

Sanderson
shortly*

Johnpaul Williams
thank

Sanderson
Johnpaul, to isolate this issue i suggest you to remove battery of the Notebook and run it only on AC Adapter and check if the issue still persists.

Johnpaul Williams
so who do I contact to find out what ever happened to my rebate

Johnpaul Williams
I've already tried that, it still persists

Sanderson
Thanks for confirming.

Johnpaul Williams
the batter is located to the other side far away from the point to apply presser to get the laptop to unfreeze

Johnpaul Williams
how long will repair take?

Sanderson
May i know what does that rebate specifies in it, does it have anything mentioned rebate on mail in's or for a new notebook or new HP accessories.

Johnpaul Williams
various website show it is a motherboard and a palm rest replacement.

Johnpaul Williams
no, the mail in rebate was only for purchasing the laptop

Johnpaul Williams
also, my bluetooth has never worked on the laptop

Sanderson
However if there is any loose in battery seating may also result in such issue's.

Johnpaul Williams
actually isn't even recognized

Sanderson
That mail in rebate is for you will get rebate in shipping charges when you go for other notebook.

Johnpaul Williams
nonononono are you even in the United States? This was a purchase and I mailed in the receipt of which HP was supposed to mail back a check

Johnpaul Williams
forget the rebate - it seem like it is an HP scam and you are giving me anther run-around.

Johnpaul Williams
how long will the repair take

Sanderson
Repair process will take around 10-12 business days.

Sanderson
Is there anything else I can assist you with today?

Sanderson
Johnpaul, are we connected?

Sanderson
Thank you for using HP Total Care. Unfortunately, we were not able to interact as we would have liked. Please contact us again if you require any further assistance.

Define your technical skill area: | advanced

first name | Johnpaul

last name | Williams

e-mail address | gojukai@gmail.com

confirm e-mail address | gojukai@gmail.com

phone number | 650-544-8944

country/region | United States of America

Would you like a copy of your e-mail message sent to you? | yes

vbmenu_register("postmenu_2592004", true);
gojuryu,
Good luck with getting your laptop fixed. I believe HP will not try to fix the laptop. My problem didn't start until after they replaced the motherboard when the speakers weren't working properly. I didn't notice it as a motherboard problem. I thouight it was the inexpesive mouse I was using. I kept uninstalling and reinstalling the drivers, then finally gave up on usingthe mouse. A buddy sent my one, and it didn't work either. As a last step of desperation, I bought an HP mouse, thinking this would surely work. Yeah, right! It didn't.
I am ashamed to admit that I didn't take the time to check every component when it came back from HP repair. I finally called HP support when I took the laptop on a trip, and had it open so my wife could watch some dvd's. That's when I notice the dvd drive wasn't working. I can only suppose this was due to the motherboard repair. I don't watch dvd's on the computer, but I had installed software from a dvd before the repair.
I had multiple chats with HP Support about the dvd drive, and get this: THE DVD DRIVE IN MY SYSTEM IS NOT SUPPORTED BY HP!!!! I don't get it. I bought the machine from HPShopping, and have made no modifications to it. How in the hell can they not support the drive they installed in their machine??!!??
But that is not the issue in this thread.
I am highly dissapointed in HP for not owning up to a faulty motherboard. I have many, many HP products, but they are about to lose my business. It really won't matter to them, as they have gained much grouind against Dell and others.
I've always hated Dell, and have never owned their products, but at least they are mostly American made. Shoot, they newest Dell plant is just 4 miles from me.
I am looking at the Latitude 820D
Latitude D820 Intel® Core™ 2 Duo T5600 (1.83GHz) 2M L2 Cache, 667Mhz Dual Core, Genuine Windows® XP Professional, SP2, with media
Sub-total $1,669.00

And that is with the 3 year accidental damage warranty.
Cya HP!

Is there any safe manufacturer?

I had a similar experience with a Toshiba laptop and CompUSA, so I switched to Staples and HP (dv4150). And now I'm hearing that HP gives the run-around as well. Is there ANY manufacturer that actually sticks by their notebooks? Lenovo, maybe?

I thought my DV4000 should be dead by now, but it is not. A month ago, the problem on it got so bad that my USB cordless mouse got disconnected every minute, most of the time it would not recognise a USB thumb drive, WiFi got disconnected after a couple hours, and I have to apply pressure on the palm rest from time to time to keep it running. Then I found the latest Notebook Hardware Control available. I installed it and further undervolt it. In addition, I underclock the GPU to 200MHz. I also did a thorough cleaning with compress air (I don't really care if that may bring any harm to the laptop anymore). Now the CPU temperature went back down to the low 40s at idle instead of mid 50s. And most of the problems disappeared for the last couple weeks.
I was looking for a replacement notebook in the last couple months and finally I saw some very good deals in the last couple weeks when my DV4000 started to work fine again. I guess I have to keep looking for replacement in order to keep my DV4000 working.

there are plenty of logic boards that fit in your palm, what is your point? 15k for a used hakko bga machine is as cheap as they get? funny how you can find older model hakko bga machines on ebay for as cheap as 5-10k. the used bga machine for that price can reflow any logic board. if you have been working on bga's for over five years like you claim, then you would know that. how is bridging a wire not a right approach for this unit? the wire will not get cold solder again like the southbridge would even after a reflow. so how is the wire NOT a better solution? i have done hundreds of these repairs where i work and none have come back because of this issue. i just sent back a gentleman's notebook to him from this forum after doing this repair and he is very happy about getting it back and working great. good luck with your new company joe.

It seems that you know a lot about broken dv4000s.

If you read my signature you will know that my dv4000 had an accident. It´s got a totally broken LCD and a damaged HDD.

If I try to sell it, how much do you think I would get for it?

It´s got the ATI x700 GPU, right now I´m playing Tomb Raider Anniversary on it (using an external monitor at 1366x768) and it looks amazing, with no lags.

My signature says that it has 1.5GB of RAM, but I would sell it with only 1.25GB or 512MB. How much would I get for this two configurations?

Thanks!

I know how to do it, but the LCD + HDD = 250 more or less, and before the accident I was planning to replace this laptop in one year. So, I think that it may not be a good idea to fix it.

That's why I was considering to sell it.

How much do you think I would get for it?

I was having the same problems with my dv4000. I had given up on it ever running again and bought another laptop. After coming to this forum I sent it to {info}nos. He repaired the laptop now it is running better than new.

i would throw it on ebay and see what you can get for it. set a high reserve so you can feel it out. try a local computer shop?

not to take anything from you bro but forums are for helping folks i my self am a computer / network tech and have come across this prob. many times..... so for every one els i will give you a hintthere 3 ic under the pcmcia slot one of them is the culpret, that is all i will say so i dont step on any greedy toes

hello,

I am having this problem now and want to find someone that has successfully fixed this problem. If you have please contact me.

thanks

No one wants to fix this for me for a fee?

the southbridge is not under the PCMCIA slot. that is the Super I/O that you are referring to.

OK, here the quick and dirty on this issue. The problem is a bad connection between the Graphic module and its socket. The best and easiest way to fix it is to take of the cover over the memory modules and place a piece of non-conductive material 1 inch square by 1/8 to 1/4 inch thick between the Graphic module and the cover. It will be a tight fit but thats what you want. There is no need to ship off to be repaired as this is simply a design flaw in either the module or socket, and you will most likely have the same problem when you get your comp back.

you are completely mistaken. this has nothing to do with a connection in a socket. it has to do with the Intel southbridge bga chip. you can even contact HP and ask them for yourself if you do not believe me...

I am having the same problem is does anyone know the real fix.

Yes, it involves the Intel Southbridge BGA chip...