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HP Ignoring Nvidia Chipset Problems?

By - Source: Tom's Hardware US | B 54 comments

Some of HP's entertainment notebooks are still experiencing video problems stemming from faulty Nvidia video chipsets.

If feedback from customers is any indication, HP is still receiving a number of complaints stemming from faulty Nvidia 8-series video chipsets in a number of different laptops.

According to the official HP Support Forums, many HP laptops owners are still experiencing video-related problems, the likely cause of which is a faulty Nvidia GeForce 8M-series GPU. In a thread entitled "hp dv9500 screen problem," multiple customers have described video failure in a number of different HP laptop models. All the models are part of the dv9000 series, and all the laptops in question are equipped with an Nvidia G84 or G86 graphics chipset.

HP and other laptop manufacturers have addressed the Nvidia chipset problem with free extended warranties and free repairs. However, many of the dv9000 series laptops are not included in HP's free 24 month warranty extension that is offered to owners of other HP laptops that are experiencing the same problem. A quick scan of the 30-page long forum thread shows that the majority of laptop owners who are complaining about the video issue and HP doing nothing about it own an HP laptop from the 9500 or 9600 model line.

According to PC World, some of those who have posted in the thread or similar threads on the forum have approached HP about a warranty extension or repair. Matthew Hilsenrad, an HP laptop owner who posted in the thread, said HP initially wanted $400 to replace the motherboard on his 9500 series laptop. After some haggling, he got the number down to $215. An HP Case Manager said these 9500 and 9600 series laptops could be added to the extended warranty list, at which point any person who shelled out cash for a related repair would receive a refund. However, with this thread now several months old and no word on extended warranties, it looks like HP is leaving some of its laptop owners to foot the bill.

The Nvidia video chipset problem was discovered in August of last year, with owners of Apple, Dell, and HP laptops reporting video problems. The problem stems from the solder used to keep the Nvidia GPU attached to the motherboard. After repeated use heated up the low-quality solder, the GPU would come loose from the mobo, resulting in artifacts, muddled images and eventually a completely blank screen. Apple provided all of its affected customers with free laptop repairs while HP followed suit with warranty extensions. HP and Dell also released short-term solutions like BIOS updates that kept GPU fans running faster and longer in an attempt to keep the chip from overheating.

We called HP to get word on the situation that users have been having, but HP did not provide any answers at the time of publishing.

Hopefully, HP will tune into this latest string of Nvidia chipset-related problems and help out its customers. If these unlucky customers are left out in the rain, HP may find the loyalty of its laptop owners in serious jeopardy.

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  • 2 Hide
    thundercleese , April 28, 2009 11:35 PM
    My wife and I both had HP notebooks once. Will never buy HP again. Horrible products. I like fragmented thoughts.
  • 2 Hide
    megamanx00 , April 28, 2009 11:41 PM
    The boards are like $150 on eBay. There's actually people now seem to specialize in repairing these boards too and that will run you about $80. Of course the DV6000 and 9000 series are a bit of work to take apart yourself :D .
  • -9 Hide
    The Schnoz , April 29, 2009 12:13 AM
    I didn't know Hewlett-Packard made Xbox 360's.
  • 6 Hide
    apache_lives , April 29, 2009 12:22 AM
    It will take alot from Nvidia to win my trust back - ATi for me for the next few years me thinks
  • 2 Hide
    akoegle , April 29, 2009 12:29 AM
    Im a computer tech and I see 2-3 of these laptops come in a week with similar problems. Some are covered under the extended warranty, some are not. I will never own an HP laptop because of this.
  • 0 Hide
    apache_lives , April 29, 2009 12:42 AM
    oh and as a shop front for a supplier - we have seen far too many 8600, 8500 and 9800 series video cards fail - the first 4 9800 GTX+'s we got from ASUS and Gigabyte etc
  • 0 Hide
    apache_lives , April 29, 2009 12:44 AM
    akoegleIm a computer tech and I see 2-3 of these laptops come in a week with similar problems. Some are covered under the extended warranty, some are not. I will never own an HP laptop because of this.

    second that mate
  • 0 Hide
    sot010174 , April 29, 2009 12:57 AM
    The SchnozI didn't know Hewlett-Packard made Xbox 360's.

    LOL I was going to write that.
    akoegleIm a computer tech and I see 2-3 of these laptops come in a week with similar problems. Some are covered under the extended warranty, some are not. I will never own an HP laptop because of this.


    I had like about 5 HP laptops last year sitting on my table because of random problems like :
    -Battery won't charge
    -Webcam wouldn't work anymore (broken hardware)
    -Mobo Failure
    -Touchscreen failure

    No HP laptops for me thank you!
  • 1 Hide
    98silvz71 , April 29, 2009 1:06 AM
    I just hate the lack of support. I have tried to help friends on their HP notebooks and both times I have had problems getting the right driver for this or that, even when they say that it is the right one for the machine.
  • 1 Hide
    Luscious , April 29, 2009 1:16 AM
    Interesting - my zd7000 has been going strong for over 5 years now. Behemoth is built like a tank.
  • 1 Hide
    TimeWarrior , April 29, 2009 1:20 AM
    HP will never change their ways, they make too much money ripping people off! I own one of the dv2000 series that also has GPU overheat problems and I would never buy from HP again. It seems HP offers extended warranties only on specific model numbers even if the whole series is affected - I suppose this makes them look like their 'helping' while not actually having to commit any real money to making things right.
  • 3 Hide
    cabose369 , April 29, 2009 2:01 AM
    sot010174LOL I was going to write that.+1I had like about 5 HP laptops last year sitting on my table because of random problems like :-Battery won't charge-Webcam wouldn't work anymore (broken hardware)-Mobo Failure-Touchscreen failureNo HP laptops for me thank you!

    You should buy an Acer instead! I'm sure you will have better luck with them... or maybe a ToshiTba instead!!!
  • 2 Hide
    my_name_is_earl , April 29, 2009 2:19 AM
    HP repair service is horrible. Call them up, they gave me a number to repair my laptop DVD drive and then told me to call again to a different department. Then call to a different department and was redirect to someone else then gave me another number to call another department. I gave up and never buy an HP computer again. Their product look nice but it doesn't last very long not to mention my Nvidia graphic card starting to act up and shutting my laptop from time to time. Try Asus laptop and it was the best laptop brand I've ever buy.
  • 0 Hide
    scook9 , April 29, 2009 2:53 AM
    glad I got an HP DV9260 with a Go 7600, the series BEFORE the bad GPU's. Only shitter is that it is the i915pm chipset, not the 965p, no 45nm chips for me :( 
  • 0 Hide
    Anonymous , April 29, 2009 3:47 AM
    Have previously been using Acer, then decided that HP looks cool. Biggest mistake of my life. Exactly after my warranty expires, the nVidia chip died. HP told me it's going to cost at least $300 to replace. Given up on them. Have gone back to Acer. A real good deal (cheaper and better specs as well :-))
  • 0 Hide
    Anonymous , April 29, 2009 4:34 AM
    My Compaq V5000 has been running spectacular for over 3 years. My sister's HP tx1000 was purchased a little over 1.5 years and it is completely dead. I read about the MANY instances online where people reported a wifi card failure, and then only a matter of time before complete system failure do to mobo problems. Her laptop was over $1000, I bought mine for about $500... I love compaq, but I hate HP for not acknowledging the problems that EXIST! *shakes fist*
  • 0 Hide
    deltatux , April 29, 2009 4:36 AM
    Luckily for me, most of my friends, their HP laptops are ATi or uses Intel chipsets.

    So no HP repairs for me so far.
  • 0 Hide
    tbq , April 29, 2009 5:35 AM
    My HP dv9657cl isn't quite dead yet, but the screen does very weird things before spontaneously blue-screening. I sent it in to their repair facility and got a call back 3 weeks later saying they ran a full diagnostic of my computer, and all of the problems were caused by faulty hard drive. And they decided that they would not honor the warranty because although I bought the laptop new, it was not from one of their "authorized" distributors. So they offered to replace the 160GB hard drive for me for only $238, and I told them to go jump.
    So after being without my laptop for almost a month, I got it back in the same condition that I sent it. I checked the drive and found nothing wrong with it, but eventually replaced it with a spare I had, yet the problems haven't gone away.
  • 0 Hide
    Wayoffbase , April 29, 2009 7:25 AM
    My wife bought a Dell m1330 with an 8400m last July, right before the news broke about the bad chips. I flashed the bios right away, then she started having problems with it just last week. The dell technician on the phone had her flash the bios again, but then it failed completely the next day. Dell is sending a technician to my house to replace the motherboard this week. Any company can put out a bum product every once in a while, what matters is how they deal with it. Very disappointed to hear HP isn't backing their product up.
  • 0 Hide
    apache_lives , April 29, 2009 8:17 AM
    LusciousInteresting - my zd7000 has been going strong for over 5 years now. Behemoth is built like a tank.

    Were talking about the modern laptops with geforce 7+ video cards, not ancient ones ;) 
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