Update:
HP actually read my email and an "executive support representative" called me to discuss the issue. I was hoping they would stand behind their products and perhaps fix at least one of the laptops at their cost. All the rep did was tell me that it would basically be $300+ per motherboard. I told her I could have gone through normal repair channels if I wanted to take that route. Why should I have to buy 2 or 3 year warranties on the hardware? The first laptop was obviously defective - 2 motherboard replacements in 6 months???? And you're going to hide behind the fact that it failed for a third time outside of the warranty period and expect me to pay 1/2 to 1/3 the price of the original to get yet another motherboard that may fail prematurely? I've thought about it and I cannot remember any other brand with which I have had such a universally poor experience. I do not expect HP to fix every old product that has failed in the field no matter what the reason. But when you have a product like the one I bought that (at least in my case) has a history of failure, I do expect you to stand by your product regardless of the warranty terms. The original post is below:
Over the past 4 years I have had horrible experiences with HP products. 2 laptops dead within 2 years of purchase, and a printer that I cannot connect to over my home network. I don't know if I can name a brand with which I have had a more disappointing experience. Of course both laptops are out of warranty, and with both seeming to suffer from motherboard failures I would be on the hook for a fair amount of money to fix them.
While I develop software for Microsoft platforms and do love the Windows experience, they are an unfortunate casualty of my HP woes. In fact when I went back to buy another laptop, I could not look at a Windows notebook without having severe pangs about whether it would last any longer than the ones I have already owned, regardless of the brand. So I actually ended up buying a MacBook Air. I can't afford to be buying new machines every 2 years. I like to spend my money on other things, like housing and food.
So I'll probably call HP support and try to get them to fix my laptops without significant cost to me, but before I do that I figured I'd use the mail the CEO link on HP's site to tell him about my woes. Of course, I know how these things work. Some automated system probably processes these things, looking for keywords and possibly forwarding items of interest to a potential human. But what the heck, at the very least it was cathartic. I would have written more but I was limited in the # of characters I could send. The text is below.
Dr. Mr Apotheker,
I'm writing you to inform you of my almost universally poor experience with HP products.
In September of 2007, I purchased a HP Pavillion dv9000z notebook. Within the first 6 months I had to send it in for repair twice. The motherboard was replaced both times. After 2 years of owning it, the motherboard failed again (and of course it is now out of warranty).
In November 2008, I purchased a HP Pavillion DV6809WM notebook. Again, almost 2 years to the day, the notebook died with very similar symptoms to my original HP laptop. I suspect it is the motherboard again (and of course, out of warranty).
I also have an HP Photosmart 3301 printer which refuses to let me connect to it over my home network. I have been on the phone for many hours with HP support and they have been unable to help me resolve this. I am a computer professional myself, so it is rare that I even need to call support for any product, but your printer continues to confound.
So I have 3 HP products which I paid a lot of money for which are useless to me right now. The whole experience has been so frustrating that I purchased an Apple MacBook Air as our family laptop, hoping that their reputation for quality hardware products will turn our dismal fortunes around.
I'd appreciate any advice you have which would help me get my HP products working again without having to go to great personal expense and inconvenience to do so. I cannot tell you how disappointed I am with my HP products and I would be hard pressed to recommend your products to anyone. In fact I would probably actively discourage anyone from buying HP products.