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Windows 7: Open letter to HP computers.

26 Jul 2012   #1
Kari

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro with Media Center
 
 
Open letter to HP computers.

Open letter to HP Computers.

I am a long time HP user. At the moment our home server is running on a HP, our both desktops and laptops are HP, as well as all three printers we have. Until quite recently I have recommended your products to each and everyone I know.

May last year I bought two HP ENVY 17-1150eg laptops here in Germany. The other one is working about as it should be, the temperatures around 60 degrees Celsius when idle and around 80 under load. As I am used to HP laptops, I know they are hot and loud and can live with that. As you certainly know, nobody buys an HP because they are quiet!

But the other one. Last winter I sent it to HP warranty, after fighting first about two weeks with your support staff who kept telling I had lost my warranty because I had installed Windows 7 Ultimate on it instead of the shipped Home Premium. This was oc course not true and was just a trick to avoid warranty repair costs.

I finally sent it to repair because of extreme temperatures and a clear fault in HDMI output; the picture loses two of the main colors after 2 to 10 minutes HDMI connection, making HDMI useless.See the attached image, the external display on left shows what I mean.

The temperatures on this laptop are over 80 when idle and up to 100 degrees Celsius under any load. It is always (I repeat: absolutely always!) so hot I can not use its own keyboard due the extreme heat both sides touch pad so I can not rest my hands on it. The laptop shuts itself down after about 20 to 40 minutes of use, giving the "Computer had to be shut down due the temperature" when next time booted.

I bought a cooler pad with three adjustable fans to be able to use this laptop. With cooling pad, the temperature stays in about 90 to 95 degrees Celsius and the laptop does not shut down as often . See the screenshot; the Core Temp app is showing the temperatures now when laptop is and has been idle for past 15 minutes only doing a regular system image backup, standing on a cooler pad. See the minimum values: the laptop is running on high 70s directly after boot. And the noice! it's quite absurd I need to shut down the laptop when phone rings, otherwise I can't hear a word.

Funny thing is, the laptop came back from your warranty support with a message "No faults found, motherboard replaced". Still, the serial number and BIOS versions of the motherboard are today the same they were before the "repair", the HDMI is still losing colors and the temperatures are exactly as before.

As I lost my faith on your support, I have not bothered to contact you anymore. Until this open letter now today, when even on cooler pad the laptop has now shut down 5 times during past two hours because of the temperature.

You just lost a good customer, buying about one desktop, one laptop and one All-In-One device every year.

BTW, the ticket number of my case was 8056852048 or 8057852048 or 8056752048, there was some misunderstanding due to your German support staff not speaking any English and even worse German than I. These three ticket numbers I have written down. System serial is CNF049G8N6.

Let's just add I am an IT professional with quite a many years experience. I do know how to take care of the computers.

Yours, truly,

Kari


Attached Thumbnails
-envy17_hdmi_error.jpg  
Attached Images
 
My System SpecsSystem Spec
26 Jul 2012   #2
DeaconFrost

Windows 7 Ultimate x64 SP1
 
 

I worked for HP for almost 6 years, but not within their consumer side at all. I've been out of HP for 6 years now, working as an I.T. Director for an unrelated company, and in an unrelated field. I buy Dells.

HP has the ability to make some great products, such as the home server boxes, but when they get one wrong, they lack the desire to make it right. I don't usually suggest people avoid HP completely, just to do their research to find out if their chosen product is a quality one, or one marred with issues.
My System SpecsSystem Spec
26 Jul 2012   #3
windude99

Windows 7 Professional x64 Service Pack 1
 
 

My main computer is an HP. It is a well built pc except for one thing. It had one of those cheapo Bestec power supplies. When I upgraded the graphics card in this pc, I swapped out the cheap psu for a Seasonic which is much better made (and not to mention much, much quieter) That is the only real issue I have had with HP. There was a time when I contacted their customer support online and they were helpful. In terms of customer support, it is hit and miss for most of the big computer manufacturers (HP, Dell, Acer). The only time have been completely satisfied with customer support from tech companies is when I had to call Crucial and when I have had to call Apple. Apple and Crucial have the best customer support of all of the major tech companies.
My System SpecsSystem Spec
26 Jul 2012   #4
gregrocker
Microsoft MVP

 

When they get it right it's hard to kill it. I have carried around a 10 year old HP 510 business laptop which was given me, runs Win7 fast on 1gb RAM with a Celeron way beyond when I thought it would go bye. Never cleaned the heat sink and the temps are low end. I wonder if their business line is built tougher. I'd like to get a new travel laptop so I'm hoping it will die any time.
My System SpecsSystem Spec
26 Jul 2012   #5
indianacarnie

Windows 7 Home Premium x64
 
 

Have only owned one H.P., a desk top. This was way back in my computer "noob" days understand, so I didn't know anything about them. Remember when I got it home thinking how loud it was. Called support and was told to "get used to it". Have not bought anything from them since.
My System SpecsSystem Spec
26 Jul 2012   #6
smarteyeball

 
 

Next time you want to buy a laptop kari, shout me some airfare and I'll fly over to you and buy you something decent


(and that's some shocking results. Did they just look at the unpowered laptop and go - looks good to me, Ja? - kein Fehler gefunden. nchste.
My System SpecsSystem Spec
27 Jul 2012   #7
Layback Bear

Windows 7 Pro. 64/SP-1
 
 

At the temperature you lap top is running at a 10% load you could cook supper on it. Normal.
My System SpecsSystem Spec
27 Jul 2012   #8
DustSailor

Microsoft Windows 8.1 Pro 64-bit
 
 

For the most part, I hear Dell is the way to go if you want good pc support. Perhaps expensive
My System SpecsSystem Spec
27 Jul 2012   #9
Kari

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro with Media Center
 
 

Today the laptop mentioned in original post seems to be running OK, only around 80 degrees Celsius . I have it totally idle, it has been on half an hour I've done nothing with it, the screensaver has been on two times:

Name:  Core Temp 1.0 RC3.png
Views: 17
Size:  15.9 KB

Notice the max temps (red). I repeat: laptop was turned on, clicked from Win 8 RP Metro screen to desktop and then nothing. Screen Saver kicks in after 10 minutes and then it maxes.

Nice!

Kari

Conversions for geeks on the wrong side of the big pond:
  • 50C = 122F
  • 80C = 176F
  • 100C = 212F


My System SpecsSystem Spec
27 Jul 2012   #10
Borg 386

Win 7 32 Home Premium, Win 7 64 Pro, Win 8.1 Pro
 
 

Here you go, I found the solution for you
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