HP G6000 Laptop "known problem"

[eggnchips]

Hi

I will be as brief as I can.

I purhcased a HPG6000 laptop for my son in December 2007, in December 2008 wifi failed. I contacted HP, we were a week oustide the 12 month warranty. They sent me a range of things to try to try and restore the service. In the meantime i did some web research and found that HP have exactly the same problem with units sold in the US and had set up a program to replace or repair. After a month or so of trying HP solutions I told them that I wanted it repaired or replaced. They of course wanted to charge as it was out of the 12 month limit. The arghuing went on for some while. After listening to 5 live I heard about the EU consumer law where goods have been replaced up to two years. I contacted Comet and had to go through the whole esclation process. We are now at the point where they want £30 for a "technician" to look at it, they also want it for 28 days. My sone uses the machine for college work and I aksed for a loaner but they won't help. Looking at the web again an increasing number of people in the UK are having the same problem. I believe that this is a "known" HP problem and I am being caught up in a battle betwene them and Comet. Am I within my rights to go and ask for a replacement. I certainly do not believe I shoudl pay £30 for an "inspection". I did point out that I have worked in the IT industry for 30+ years and do know a little bit about these things. I have asked them for the technical spec that HP have sent their "technician" to check the unit but they won't let me have that. I know I should have gone back to HP sooner but I believed that as I was outside their 12 month warranty the manufacturer would be more likely to help.

[dx100uk]

clear case of SOGA 'unfit for purpose' in my view.

HP have identified and set up a repair/replacement program, all be it USA, i doubt the issue is denied by HP UK [have you asked?]

 

typical you will have to pay a inspection fee as someone qualified & independent has to confirm it, then you should be able to get a new lappy & the fee returned too.

it matters not if it within or without of manu warranty, unfit for purpose , overriides that.

 

i think you need to get HP UK to agree there is an issue with your model .

 

then away you go.

 

dx

[eggnchips]

Thanks but HP uk will not admit any connection between the machines sold here and those in the US. Although the build is the same the model numbers are different. HP won't even put hands up agreeing that the fault is the same yet it clearly is.

[dx100uk]

well thats what you need to work on,

TBH [like you i'm only 28yrs though!!]

i find HP very good

are the motherboard numbers the same etc etc.

 

all of you need to get together that have suffered the fault.

 

dx

[eggnchips]

HP will only deal with the issue here as a separate entity. I can't chase them under "anti trust". Google HP wifi problems and you can see the scale of the problem. My problem is with Comet now. I don't want to wait 28 days and I don't want to pay £30 for someone to come up with what I have already told them

[dx100uk]

well it's p'haps the only way to move this fwd.

as a consumer, you rightly say, hp will pay little heed.

however, once Comet get onboard and confirm the issue, things might well change.

 

diff situation.

 

dx

[H20-H20]

I repair those laptops regularly for the WIFI issue. According to HP these machines are covered by a 2 year warranty if they have this problem.

[eggnchips]

Thanks but I have enails back from HP stating that they will only repair up to 12 months free of charge. Out of interest what do you swap out. My understanding is that there is a motherboard issue with the nvidia drivers and there may also be a power issue.

[eggnchips]

Still not getting anywhere with Comet, they want the unit but won't tell me what HP have told their technicians with regard to possible solution. They won't give me a loaner box as they say mine could be away for 28 days. I am sick to death of these people. I do have a mind to go to the local store and camp there until the resolve it.

[dx100uk]

well i've got to say that they are following typical guidelines.

 

dx

[mustchat]

Hi

 

I had exactly the same problem on my sons G6000 with the wifi intermittently stopped working out of warranty. I didn't realise it was a known fault so just went out an bought a USB wifi for £8.

The built in wifi eventually packed in altogether.

It has now developed a new fault for you to look forward to.

It started randomly re-booting which then developed into re-booting cycle when powered on and loading up windows.

I took it apart to see if I could spot anything obvious and blow out the heat sink. I attached the disk via a sata to USB connector to my PC and ran a checkdisk (full check) on it - OK.

There were no obvious faults so I re-assembled it and it worked OK for a couple of days.

The re-booting cycle at power on came back and has de-generated into a re-booting cycle at power on but now it only gets as far as spinning the disk then spinning the cpu fan for 1 sec. then re-boot.

[eggnchips]

How far out of warranty are you ? my son's was over 12 months but under 2 years. After finding the names of the Comet board I emailed each of them and they sent someone to collect the unit, dropped me a loaner and returned my sons box within 14 days. The motherboard was swapped and the problem has gone. Funnily enough this is the same fix that HP are carrying out in the states, but "its not a UK problem". If you aren't getting anywhere with HP I'd try your retailer.

[dazzab]

I had exactly the same problem wifi went then mother board went, it was just out of warranty so hp wanted to charge me almost as much to repair than to buy new laptop thier customer service was crap didn't want to know. I will never buy a hp again or recomend them . I had the exactly the same problem as must chat kept re booting then packed up crap computor.should have been a recall as theese weren't a cheap system when new.

[eggnchips]

HP were the same with me so I went to the retailer direct. I pointed out to Comet that under EU law they had to look after clients for 2 years not 1. I ended up finding the email address of the chief executive and sent him mails detailiing the problem. They were reluctant but they picked up my sons machine and left him a loaner unit. They replaced the motherboard and wifi components and delivered it back within a fortnight. If you didn't buy direct from HP I would go to the retailer. I would point out that it is a known problem and HP did recall and repair units in North America there is lots of we evidence to support this). The HP cop out for not doing it here was that although the units are the same the model numbers are different over here to those in the US.

Edited November 30, 2010 by eggnchips
mis typed

[dazzab]

shame I brought from hp uk direct 3/4 yrs ago give up now but just letting everybody now what crap aftersales hp got

[ForestChav]

Lol at EU 2 year guarantee.

 

Your rights by that directive are already part of SOGA.