Diarydot – A diary blog

101 Responses to “My woes with HP TX1000 / TX1320US series laptop”

1. Deb F says:

   June 2, 2009 at 10:49 pm

   This is the worst laptop I ever had. I am using my old Dell. Thank God for Dell. HP won’t even help. All they say is it is not uinder warranty. It gets so hot I can’t have on my lap and the wireless qill not work. HP is awful………… and stupid, not to help their customers. We are their bread and butter.
2. C Tse says:

   June 2, 2009 at 6:43 am

   It’s quite obvious that there is a defect with the tx1000 but HP wants to brush it under the rug. For anyone having trouble getting HP to repair their laptop for free, file a complaint through Better Business Bureau. Do not agree for a repair if they charge you even for a dime. I talked to the Executive Public Relations and the other person on the line(won’t name names) admitted to be familiar with the Tx1000 issue but wouldn’t answer me why HP hasn’t started a recall.
3. Andrew Arnold says:

   May 28, 2009 at 5:03 am

   I have had these same problems (with a tx1305us). First, my wireless went out, then several days later it stopped booting at all – now my $1000+ computer is absolutely worthless, four months out of warranty. I called HP and escalated my problem to a case manager, who offered a 50% discount on a new motherboard. No thanks, I will not pay hundreds more for a motherboard that is known to be faulty.

   I needed to have my motherboard replaced twice under warranty as well. If I replaced it again, that would make it FOUR motherboards in SIXTEEN months. That’s an average motherboard lifetime of FOUR MONTHS. And they want me to pay hundreds more out of pocket for another EXACT SAME motherboard? No thanks HP.

   As a side note, I signed your petition, although my name never was added to the list. I waited several days, then tried again, but still nothing. You may want to look into this – hopefully you are not missing out on other people who have signed this petition but are not being shown.
   Also, thanks for taking the time to start a website like this – I don’t want HP to think they can simply offer new motherboards at 50% off and everything will be ok.
4. Chris allan says:

   May 27, 2009 at 1:26 am

   This is totally and utterly rediculous! This is not acceptable HP! Just think of the amount of bad publicity this is attracting! It’s the least anyone would expect from a reputable company! And you have the cheek to blatently ignore the problem?! I’d say that 100% of people with this problem, like myself have spent at least upwards of £10 on phonecalls so in theory were paying you to ignore us! Would I buy another HP product? NO WAY!!! Even if they recall the faulty products? Probably NOT!
5. Gregory Allan says:

   May 23, 2009 at 2:15 am

   There seems to be a problem with the Nvidia 6150 chip set that HP fail to acknowledge is a problem in tx1000 series even tho they recalled the dv6000 series which had the exact same chipset installed. Even apple have said they would repair all laptops with this chipset that incur a fault for free. Sending the laptop in for repairs will only result in the same thing happening again since they simply swap out the motherboard with a new one with the same chipset. I dont know avout anyone else but the customer service here in the uk is terrible

   For more on the nvidea chip set problem visit
   http://www.channelregister.co.uk/2008/09/10/nvidia_chip_defect_lawsuit/
6. Eric says:

   May 22, 2009 at 9:47 am

   Dito
   less than 2 years old tx1000 1st the wifi died now wont boot at all. it just flashes the blue lights for a second and does nothing,Sound familiar? When I bought this thing I felt like I had a Porche now its seems I have Pontiac Fiero. HP said for only $398 they will fix it and there is no warranty as to how long it will run if I take them up on this bargin yet here I am thinking about doing it. Or should I take the $400 and buy a new Net book?
   I guess if you had two of them they would make interesting
   book ends
7. Vishal says:

   May 22, 2009 at 6:35 am

   I have like complained to HP a million times and they dont seem to be doing anything to fix my problem. Like many other people, even my warranty has expired and they refuse to help in any form possible. HP is sick..
8. Gautam Sehgal says:

   May 22, 2009 at 3:31 am

   I own hp tx1003au.
   Its 1 and a half years old now. After the expiry of the warranty, three months ago the laptop coul not be switched on except the blue lights.
   I spent $150 for motherboard repair (as i was told that there is fault with the Nvidia graphic card). After 15 days, the problem relapses.
   I had to spend another $450 for the replacement of the motherboard. (All the repairs happened at HP authorized service centres). It worked fine until i realized the display refuses to come up sometimes again. I am broke and cant think of buying a new laptop.
   Now the wireless adapter stopped working. Using a usb external netgear adapter.
   Lot of people in my network using HP pavillion notebooks are worried. Hp has to recall this defective peice of laptop.
9. Amanda says:

   May 19, 2009 at 9:39 am

   I own a HP Pavillion tx1000 that is almost 2 yrs old. Last month it started becoming very difficult to turn it on. When I try to turn it on, the blue lights come on but nothing else. I haven’t tried calling HP yet because the warranty expired & I was assuming that I just needed a new battery. However, after reading the following posts I’m getting really worried. My laptop has always been rather hot around the base, I haven’t been able to use the wireless function for about 5 months & now it doesn’t boot. Even worse, I’m still making payments on it. So, am I totally screwed?
10. Diary says:

    May 16, 2009 at 7:11 am

    April,

    You should fight with HP. As mentioned earlier in my post, both the times my laptop died it was out of warranty but was repaired for free.

    Escalate the issue, write to the CEO of HP. Keep on insisting, but be polite. They have repaired for and I am sure if we are able to maintain pressure, HP would be forced to recall this defective piece of laptop.

    I will email you few names along with their email, where you can escalate the issue.
11. April says:

    May 16, 2009 at 1:27 am

    I also bought my tx1320us at J&R. I had to send it in twice during its warranty period because it stopped reading the hard drive and stopped booting. It has stopped working again and I was told I would have to pay for repairs because it is no longer under warranty. I don’t think we should be charged for repairs for a recurring problem that started while the product was covered under the warranty.
12. AA says:

    May 10, 2009 at 7:58 pm

    Hey all!

    Unfortunately I have no success story, However, Just to add to the severity of this issue, here’s my part:

    I own a HP tx1320us, and up until recently it worked just fine. Now, there’s just no way I can get the Wireless card to work. I even removed it and tested it on another HP laptop, and it works just fine.

    Conclusion, faulty motherboard!!

    Tried to call HP support and get them to fix it for free, did not work. I don’t know how they can have thousands of dissatisfied customers and not do anything about it.
13. paul obrien says:

    May 3, 2009 at 8:31 pm

    Don’t waste your time doing anything tech support suggests to fix the problems you are having with your tx laptop. They are simply defective. It’s intuitively obvious to all computer engineers and tech savvy people, but HP refuses to acknowledge this reality. The end result for any tx laptop is that it will overheat, the mother board fries and your finished. Before that, you’ll have all kinds of other problems, not the least of which being the issues with loosing the settings on your wireless LAN b/c there is a defective NVidia chipset in the tx line. When that happens you’re near the end.

    HP will charge you money to replace your motherboard which will only fry again…and will also NOT fix your wireless LAN problems, or the problems with coming out of sleep mode and having your computer freeze. HP is burning all of their customers by pretending that this problem does not exist. I spent hours and hours pleading with their support staff to replace my laptop with a non-defective model and they refused. I informed them that they’d be leaving me with no other option than to file a small claim against HP in court. At which point HP had a person call me from the complaint resolution dept. His name was Javier and he informed me that he was at the highest level of complaint resolution. Through his broken English and improper grammar he also informed me that the best HP could do was offer me a 30% discount on the repair. I asked Javier, “And let me guess…the ‘repair’ would be to replace the motherboard, right?” He said yes. I explained to Javier once again that essentially what HP is asking me now to do is to waste even more money on a defective product when they know for a fact that it will not fix the problem. The motherboard will only fry again. He said that he was closing this complaint and citing that I declined their “offer to help me.”

    Ridiculous. I am livid. I have been a loyal HP customer for 9 years. My Dad is a programmer and turned me onto HP and ever since, I have bought exclusively…desktops, laptops, wireless keyboard/mice combos, speakers, monitors, webcams…even printer. And everyone knows HP puts out horrible printers. I bought them anyway. Nine years of loyal customer purchases…all to be completely burned. I spent $1400 on a piece of garbage that gave me problems since day one. In fact, I bought two. The first, fried on day 3 and I had it replaced. I have explained all of this to HP in writing and over the phone with their “highest level of complaint resolvers” and HP has completely burned me. I will NEVER purchase another HP product again and I will do my very best to share my experience of being ignored by HP after 9 years of buying their products. To pour salt on the wound, the HP rep lied to me at the end of the call and insisted that HP has no record of any other complaints regarding this issue. I literally laughed out loud. I said, “Sir, you’re lying through your teeth!” Dozens of forums exist online with hundreds and hundreds of postings form people who have been burned, just like me. HP is totally aware that this problem exists. Do not let their support staff lie to you! First thing Monday morning, I will be filing a small claim against HP. And I will send out a mass email to the 3,00 or so people on my list, to alert them of what HP is doing to me, and so many other people who have purchased their defective garbage. i will request that every single person forward my email to as many people as the y can, alerting them that HP sells known defective products and burns their customers. You may email any questions to me at pm_ob@yahoo.com.

    Or you can email another victim of the tx line, Wayne@WayneSallee.com. He has posted a lot of helpful info after being lied to and scammed by HP as well.

    Or go to:

    http://hplies.com/viewtopic.php?f=2&t=294
    to find out more about the lies HP tells their customers about the defective products they sell.

    Or read a news article about HP being aware of the defective Nvidia chipset @:
    http://www.theinquirer.net/inquirer/news/675/1043675/hp-desktops-defective-nvidia

    My suggestion to anyone is to completely avoid ever buying any HP product ever again. So many of them are defective and HP will burn you once you discover this. Here are the conversations I had over email with tech support. Keep in mind, this convo starts AFTER I have already explained to them, everything you have read above.

    THEM: Hello Paul,
    Thank you for contacting HP Total Care. I understand how you feel. I really appreciate your patience. I apologize for your inconvenience. I see from your email that you have several issues with your HP Pavilion tx1420us Notebook PC. As now your notebook is out of warranty hence, any services created for your notebook should be chargeable for you. If you need further assistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare.
    Sincerely,
    Lukman
    ME: The warranty is irrelevant when the line is defective. There are design model flaws in this laptop and the line should be recalled, as stated in my previous email. I am quite sure you have dealt with many complaints regarding this exact problem. To completely disregard everything I wrote to you and simply refer me to the fact that my warranty is out of date is extremely poor customer service. There are dozens of forums that currently have posts regarding the exact issues I have addressed in my previous email to you. The fact that I purchased two identical laptops that both had the exact same problem is not excusable by referring to warranty time frames.
    Please instruct me on how I may return this defective model for an HP line that is NOT known by HP to be defective. I have been purchasing HP products exclusively for nine years now. I have never had any major issues prior to this and have therefore, been a very loyal customer. But to be blown off by customer service, using the warranty as an excuse to not address the fact that this line is defective will leave me with very little options. This was the most expensive laptop in the store at the time I purchased it. Now, 14 months later, it is barely working. And this, after a year of dealing with myriad technical issues regarding the many flaws in this laptop’s design, primarily the fact that it becomes so hot that, even while sitting on a usb hub fan, it will burn your skin if you touch it in the upper right-hand corner.
    Please understand that, while an expired warranty certainly voids a replacement request if the problem causing the request is an isolated incident. But when the issue that is causing the replacement request is widely known to be a defective design problem within that model, then HP should offer to replace it with another model that is not defective. HP should also recall that line. I have wasted many hours, doing everything I could do to fix the problems I have been having before finding out that this line is simply defective. My patience has run thin, I am extremely upset with HP and I want this problem resolved as soon as possible. Please do not recite the warranty routine again. Please exercise proper customer service and replace the defective model you sold to me.
    Thank you,
    Paul O’Brien
    THEM: Hello Paul, Thank you for contacting HP Total Care. I understand your concern that the issue with your HP Pavilion tx1420us Notebook PC. I checked with our data base unfortunately your : HP Pavilion tx1420us Notebook PC doesn’t fall into that recall program. As soon as we get any detail regarding recall program for this series we will inform you accordingly. If you want to repair notebook it will be charged service. I really appreciate your patience. Sorry for the inconvenience. If you need further assistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visit our Web site
    at: http://www.hp.com/go/totalcare
    Sincerely,
    Prasad

    ME: Please have your manager read over the following forum, ( http://www.xiirus.net/articles/article-hp-pavilion-tx1220us-disappearing-wireless-network-card-fix-t522o.aspx ) written by all kinds of people who have been burned by HP as a result of having purchased a tx line…and explain to me why there is no recall? Why are you charging your customers to have a defective line repaired/replaced? This is one of many many forums. I have read hundreds and hundreds of posts stating the exact same problem that I am having…and receiving the exact same kind of blow-off by HP support. If you refuse to rectify my problem, you will leave me no option but to pursue being reimbursed for this defective model in small claims court. There is no way I am going to just walk away from spending what I did on this laptop. Additionally, I absolutely will not accept being charged for its repair, especially when I already know that the repair HP performs for this issue only keeps the laptop working for a brief period…which makes HP’s response to this problem even dirtier.

    You have been told the rest from here…DON’T BUY HP!!!!
14. colleen says:

    May 1, 2009 at 5:17 am

    Failure to boot & all lights. 14 months new laptop. TX-1000/1320us

    Who do I call!!!!????? ARRGGGHHH!!!???

    Thank you someone, anyone!!
15. Noel says:

    April 29, 2009 at 11:34 am

    I also own the Tx1320us Laptop when i first got it i loved it. withing 6 months my wireless card went out i called hp my laptop was back in less then a week I thought wow what great service until about another 8 months later when it started to shut off at random and the wireless driver would completely disappear . Now my case manager acknowledges there is probably something wrong with my motherboard and not the wireless card duh! his solution let HP repair it for over $400 i complain so he offers repair with a 25% discount . i tell him this is still unacceptable why should i pay for an inferior product!
16. tjaracas says:

    April 24, 2009 at 10:00 pm

    same problem here on 3 notebooks I purchased. Nobody can or will repair. Symptoms are: starting to fail to startup ending in completely not being able to startup the pc anymore. When power up switch has been pressed it starts up and power off immediately. If you move around the turnable monitor with a little bit of pressure it starts up but without any visible information on the display. Almost certain a motherboard failure created by a contact problem in the turnable display. Before the problems started the overheating issue was present where the network card starts to fail. Let us make a joint force and sue HP for delivering a malfunctioning product. I am living outside the USA and HP has no idea how this rotten shitcomputers impacted the live of my 3 girls who need their PC’s for their school projects. I am not a multi mulllionair who can replace 3 PC’s wotth around 1300 dollars each just like that. Sue them!!!!
17. Diary says:

    April 5, 2009 at 7:04 am

    Seems, HP is no mood to resolve the issue by issuing a recall. Rather they are selective in fixing individual problem.. nice way to silent the issue.

    My laptop has been repaired twice and motherboard replaced every time. It is out of warranty and every time the repair was free of cost.

    I might be lucky or they just want to silent me as I escalated the issue at appropriate level within HP. Also, I raised the entire issue on my blog at diarydot.com

    Just make following search on google:
    “tx1320us complaints”
    “HP TX1000 boot problem”
    “TX1000 recall”

    One can see hundreds of post on blog and forum talking about this very issue.

    Am I happy to get my machine repaired for free. The answer is NO.. as I can’t trust the machine any longer. I don’t know when will it die next.

    HP should and must recall this defective piece of machine.
18. Diary says:

    April 4, 2009 at 10:23 am

    Well my laptop has gone for repair for second time. Apparently they have again agreed to repair for free. However, they don’t have the motherboard in stock. So my machine is with them for past one month and am really not sure when I will get it back.

    They should recall the entire TX 1000 series laptop and should provide alternate to the aggrieved users.
19. Kamil says:

    April 3, 2009 at 9:45 pm

    Diary,

    I finally have found some time to call them today. I was told that the motherboard has to be replaced and they can repair it for $399+tax. Of course I said I don’t want to do that. I told them that this is not only my problem and this “defect” should be fixed for free. The only replay I got was that there is nothing I can do with it, because there is no recall on this product.
    My next step will be to e-mail Mark Hurd CEO of HP and then BBB.
    In the last 2 years I purchased 5 laptops from HP (for family, friends, etc.). Now I will never buy HP again! I hope sooner or later this product will be recalled.
20. SIMON says:

    March 28, 2009 at 10:19 pm

    mine is 15months young, the model says tx1000, under panel says tx1312. the fan noise was a big annoyance during it’s short life.

    now all i have is a black screen with all lights on and guess what it the fan still kicks off as if it were alive.

    I emailed HP customer support two weeks ago about the touchscreen not calibrating, but they obviously are aware of issues because they didnt even bother to reply despite being out of warranty for 3 months.

    imagine that. you spend and save and not even an email to suggest how to fix the problem
21. Diary says:

    March 28, 2009 at 6:29 am

    Kamil,

    Have they agreed to repair for free? Have they told you that it is a motherboard problem?
22. Kamil says:

    March 28, 2009 at 4:21 am

    I have the same problem: “Failure to boot ( LED glows blue except the mute and wifi buttons LED they glow orange, and on the screen nothing comes even the boot time HP logo is also not coming.)”. tx1000, 3 monts out of warranty. I called HP today and they are doing system upgrade, so to get some info I have to call on monday.
23. urulife says:

    March 15, 2009 at 2:17 pm

    I’ve purchased a HP laptop TX1210us which suddenly stopped working yesterday, after barely one year and few month of use without notice. No longer boots up. Turns on the lights, but the screen stays deep black … Impossible to express in few words the great loss of unsaved data and the damage this is causing to my work, so I’m gonna give the link I’ve found while I was searching for help: mycheaplaptop.net for more details.
24. Diary says:

    March 15, 2009 at 8:53 am

    Everyone facing the problem should and must email to Mark Hurd CEO of HP. You can mail him here:

    http://www.hp.com/hpinfo/execteam/email/hurd/index.html

    Do keep us posted..
25. Darcie says:

    March 13, 2009 at 12:32 am

    I kept calling HP a few times per week for the last several months and asking to to be assigned to another case manager or have the case escalated to an executive case manager. Finally on March 9th, I received a call from Devin Else, an executive case manager. He politely kept insisting that the offer of half off the repair cost that the previous case manager I was assigned to (Brenda) had offered me was more than reasonable, and I politely kept insisting that I did not agree since others with the same problems with their out of warranty HP tx1000 had been offered repair at no cost by HP.

    After about a half hour of this and him trying to troubleshoot some issues with the laptop (which didn’t work since it wouldn’t reboot correctly of course), he finally offered 70% off the repair for a cost of $128.05 with tax (as opposed to the full cost of $398.00 plus tax). I accepted on the condition that this cost be waived / refunded when the HP techs start their work and see that these are the same problems that everyone else is experiencing.
26. mikey s says:

    March 13, 2009 at 12:13 am

    Not sure! I’d recommend contacting the complaints department, and asking to escalate it to the manager. You should get a compaint reference number, and then you know it will count. In the US there is a Voice of the People group which you have to ask to be escalated to, which apparently can help. In the UK they don’t have this service, more’s the pity for me.

    Apparently HP do not count forums as reliable sources, (direct quote: they’re just a free for all) so encuraging complaints is the way to go. I’ll link to a blog/page when i set one uo as I hope to publish all the details of a Uk consumer’s problems.
27. navin tuli says:

    March 13, 2009 at 12:11 am

    I’ve a dead tx1003au .
    hp must be change the design of motherboard for heating issue and replace it with faulty one.

    thx
    Navin Tuli
28. Diary says:

    March 12, 2009 at 11:14 pm

    Thanks Mikey for your comment.

    Earlier I complained to the CEO. Will that count as registered complain?
29. Mikey S says:

    March 12, 2009 at 11:01 am

    HP recall upon the basis of a number of registered faults with the product. But just getting it repaired doesn’t count. No, you have to complain as well. Or so the nice man in the complaints department told me.

    It just means that everyone who doesn’t actively complain is being ignored whether they have a problem or not! Nice way to massage the figures, huh?

    Well, I’m fed up. I’m going to try and get some media source to pick up on this. I think I’m even so fed up I’m prepared to leave a comment about this laptop in every review page on a retailer’s site. And maybe even start handing out flyers!

    Anyway, sorry to hear that even after the deserved free repair, your laptop died again. I’ll let you know if I get anywhere, but it’s great to see people posting and documenting all of these issues.
30. jess says:

    March 12, 2009 at 8:24 am

    I am also facing the same problem….. My notebook went into coma as well. All the blue lights are on but no screen and no disk activity. Did a 5 second power switch and tried to reboot. Blue lights all on, screen off and no life.

    Sadly, my notebook is also out of warranty.