My name is Rahul Kohli and I am writing in regards o problematic HP TX1000 HP laptop which I brought in 2007. I brought this laptop from HP Retailer in Nehru Place, New Delhi on 13th Aug 07, Just after buying the machine I realized that it gets really hot when I use it for more than Half an hour. But I ignored the problem thinking it may be just the hardware, after about 18 months of use the machine suddenly stopped detecting the Wifi, and within days it won’t start and will only show a blank screen.
I went to HP service centre in Melbourne Australia for getting this computer repaired and they advised me that the motherboard needs to be replaced and will cost me around AUD $600, as I was travelling to India in some time I thought I will get this problem checked in India as it was the place of purchase of this machine.
Upon doing some research I realized that hundreds and thousands of people all over the world are experiencing exactly same problem with this series laptops ( references given below ), I also realized that this is a problem due to overheating of a NVIDA graphic card which damages the motherboard and it’s a Manufacturing defect, and replacing the motherboard will still not permanently fix the problem as the new motherboard will get damaged again in its due course, and it was confirmed by many users on hp support forums on www.hp.com and verbally by some HP service center engineers.
After having such problem, I again for some reason put my trust in HP and brought another HP laptop Cn series (professional model) hoping it won’t have any problems, but to my shock this laptop too has gone defective with similar problem, and again I found out a huge number of customers are effective by similar problem in this model too!
After my long discussions with HP repair centre and customer service has given no result I am forced to go to the consumer court, As my experience with HP Service centre in Okhla new delhi has been very poor, upon giving my laptop for initial inspection they came up another fault with my display panel too, which according to me never existed ( as confirmed by HP repair centre Australia and later by HP Service center themselves), upon discussing they agreed that display panel is “ok” and can work with a minor repair, and they finally sent me a quote for repairing only the motherboard problem, but after 1 week they came back with the issue and now will not repair my computer as its according to them is beyond economical repair! I seriously doubt their work ethic. I have talked to few more customers in India with a same problem and they have agreed that HP repair centers are doing foul play and try to deliberately hamper other hardware so that they don’t need to fix the computer with an excuse of “Beyond economical repair”. Although I have a written quote from the service center for Rs.14000 only ( As a written proof that they agreed there is no problem with the display panel and replacing motherboard will completely fix my laptop), Please see Attachment 1 &2 below.
I seriously feel that HP is not taking care of its customers by not repairing / replacing these faulty laptops, on the contrary I have been told by everyone in HP that this model does not have any problem and there is no advisory from HP to repair these laptops without any cost.
This problem is so prominent that it’s also been covered by a Canadian News please see the video here http://watch.ctv.ca/news/clip245461#clip245461 and the customer has been given a replacement by HP, and if HP can give replacement to international customers then why not to Indian customers.
And there are many cases where HP has done a free out of warranty service on these machines, please see the details below: -
· Model Number: EZ345AV
Service Order Number: SXN085-01
· Model Number: RL653AV
Service Order Number: UVN793-01
· Model Number: GS866UA
Service Order Number: VEA531-01
· Model Number: RV212UA
Service Order Number: VAH385-01
· Model Number: GA450UA
Service Order Number: VFW317-01
· Model Number: GA341UA
Service Order Number: VHE328-01
· Model Number: RD167AV
Service Order Number: VFW113-01
· Model Number: RV010UA
Service Order Number: VNL895-01
· Model Number: KC469UA
Service Order Number: VNC437-01
· Model Number: RP160UA
Service Order Number: VSR514-01
· Model Number: GA339UA
Service Order Number: XDZ080-01
· Model Number: GZ574AV
Service Order Number: VSC218-01
Here are some other links from www.hp.com discussing the same problem (although there are hundreds more on private websites)
My question to you is why HP is refusing to give a free out of warranty repair or replacement to me? Does HP gives these privileges to people who contact the media or go to consumer court?