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Atlantis and Appolo Motherboard Issue

January 25, 2008

Dear Mark Hurd and CEO of Communications,

I am writing you regarding my DV600z notebook. It has been in repair 3
times, first for a display replacement, then for a dead motherboard,
then once again for a dead motherboard and after endless hours on the
line with Customer case managers in the US the notebook came back with a
defective keyboard.

I finally managed to argue a free replacement notebook with a case manager which was more than a month ago and the notebook is nowhere to be see. Below is a copy of the confirmation email.

I am writing to you to:

1) expedite the process of the replacement notebook dv600z
ticket number #XXXXXXXXXXXX

2)give me a FEDEX tracking number after it is shipped

3)offer me a -3 year warranty- as clearly a 1 year warranty is useless since even the replacement notebook is bound to brake down.

For your convenience I have started logging all my correspondence with you on my tech-blog

Yours Sincerely

Pavel Machalek

Hello HP Valued Customer,

I am a HP Quality Case Manager and your file has been brought to my attention for review. I would like to speak with you as soon as possible to discuss resolution.

Office Hours: 7:30am – 4:00pm PST
Contact number: 1-877-917-4380, EXT 94,

OPT 1.

Please reference Transaction #
We look forward to your call and either
myself or a colleague will be able to
assist you.

Estimated ship date:
Your customized HP Pavilion dv6700z customizable Notebook PC will be
built by January 25, 2008

Shipping option:
Two Business Days

“You will receive a quicker resolution by contacting us directly by phone” Our advice is strictly limited to the questions asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at



Hello ,

My name is Adam Proctor and I am a Quality Case Manager for HP. I was given the case regarding your HP Pavilion dv6000z CTO Notebook PC for review. Please contact me immediately at 877-917-4380, Ext 94 and reference your Service Ticket reference number: . The Quality Case Management department is open Monday to Friday from 6:00 AM to 5:00 PM PST and I am available between the hours of 8:00 AM – 4:00 PM PST PST.

Thank you for your time.

Best Regards,
Adam Proctor
HP Case Manager
TEL: 877-917-4380 Ext 94
FAX: 208-333-6822



Thank you for taking the time to send HP your comments.
We apologize for the difficulties you've experienced.
Your comments have been forwarded to the appropriate
people within Hewlett-Packard for their information and review.
Your input is important to us and very much appreciated.


CEO Customer Relations

-----Original Message-----
From: Pavel Machalek []
Sent: Sunday, November 18, 2007 7:39 PM
To: Hurd, Mark; External ceo-communication
Subject: Complaint regarding HP Limited Warranty Service Enhancement

Dear HP,

after my DV6000z notebook died for motherboard failure and I read the director of warranty support Jim Kahler's post on
I finally read the document that allows me to get my notebook fixed for

What followed is a nightmare of misinformation and bad customer service policy to which I would like to know your kind response.
I have tried to get the repair for my DV6000 which is within the serial number range indicated in your link and I can not tell you how frustrating it is to do that even on the provided number 1866-671-7362.

First of all: nobody in India has a clue about this! They just keep transferring you around and eventually kill your call. HP would be well versed to actually train their staff in India and keep them up to date on recall announcements. Furthermore I have found the staff very unhelpful specifically a person nicknamed "Richard" in the technical department and Ravi in the general customer service.

Second of all: US case managers at 1-877-917-4380 extension 94 option 1 also DO NOT know about this and will lie in your face as case manager James did just on Friday 11-16 well after this information was released by HP. He charged me $312.90 for a repair that was supposed to be free.
I am braving myself for another confrontation tomorrow.

I wanted to assure you that an experience of having been sold an HP Pavillion notebook with a defective motherboard and then recalcitrantly admitting to fix it for free while case managers continue to charge you and lie to you is very likely to influence my choice of my second notebook and of personnel within the IT purchasing department here at Physics and Astronomy, Johns Hopkins University. Well done, HP, you are digging your own grave.

Pavel Machalek

P.S. Feel free to email me, my CSO number is

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