Long story short I purchased the New Dv7t Quad Edition (top of the line: i7 CPU / AMD 7690m XT GPU) on Feb 6. Contacted tech support 3 days later on February 9th, complaining of my AMD graphic card driver support issues. I was informed HP will send out an updated driver in weeks (the current driver is from 2010). I waited patiently for the new driver, 3 months later still nothing. The issue is the AMD 7690m XT graphics card HP was placing in their laptops for a short time, is faulty and has poorly design drivers, nearly every forum on the internet has HP customers complaining of how bad the AMD 7690 graphics card is (check HP Forums - Notebook - Display/Video: You will see many threads on the 7690 issues). With the AMD 7690 most 3d application and game runs very slowly, if they run at all. I have found numerous PC Games that will not run, and crashes the computer (this is also stated by many HP users on the forums). As a brand new laptop, with top of the line specs, this should not be happening. Even more disturbing, after looking into the 7690m XT graphics card, we are learning it is an older graphics card, the 6770 from 2010, relabeled as the 7690 as a marketing gimmick.
I learned from the HP forums (7690m XT = HP Horrible Driver Support Thread - which I started and is now the longest thread on HP Forums) that HP has moved to the Nvidia graphic cards which don't have the issues that AMD graphic cards do, and that all the users of the Nvidia graphics are happy with their laptops. Also on the forums everyone who purchased their Dv7t within the past 60 days are getting free exchanges to the newer model Dv7t with the Nvidia graphics card which was released two weeks ago (everything else on the laptops are identical and at the same costs), as a result of the AMD 7690 graphic card complaints and issues. However I was informed by the HP returns department that because their policy states exchanges may only occur up to 60 days grace period, (I am at 88 days now) that I cannot get the exchange even though I have the same issue, same model, and same complaint as everyone else.
How is this fair to me?When as a loyal HP customer, purchased the top of the line HP model at the time three months ago, a laptop that should handle anything thrown at it, where a customer shouldn't have to spend weeks of researching in hopes of finding a tweak to make it work, and that because I had faith in HP support to fix the issue (which will never come), to find out that I went over 60 days and now I can't get my exchange. I am shocked that no manager is able to go over their 60 policy when it makes no sense as I am being penalized because I purchased my laptop 28 days earlier then other people. How is this fair in any business practice? So I am being penalized for being a loyal customer waiting for a fix, to find out there will be no fix, now because I am 28 days past exchange policy I can't get the same exchange as everyone else.
Now in regards to the HP tech support, they are horrible. They never answer their emails and return our phone calls. They speak down to us, like we know nothing about computers, when I know I could teach them a thing or two. They have us send in our laptops to HP, do a factory reset, and send us back our laptops in the same condition, after we told them the issue is lack of proper drivers, and they never checked 3d applications to see how our laptops cannot run any current programs. The worst thing was yesterday when a case manager "John" had the nerve to tell me that "It is my fault that I purchased a laptop that doesn't meet my needs!" Are you kidding me, after spending $1,400 on a top of the line laptop, everything upgraded to the highest specs I could select, advertized with "mind blowing effects and explosive gaming in stereoscoptic 3d," a laptop that should be able to blow through any application thrown at it, without a single issue in the world. I have never been so insulted in my life.
The Case Managers are telling me that I selected the AMD 7690mXT, which was the highest option I could select 3 months ago, and it is my fault for selecting a graphics card that cant handle any of today's games because of a lack of driver support.That is like going to a car lot and purchasing a Porsche to find out it has an old Hugo engine under the hood.This a false advertising, and wrong for any customer service agent to tell this to a customer.
What the tech department refuses to admit is HP utilized a graphics card that was advertised as top of the line, that has faulty driver support, that doesn't meet the needs of their customers. Now HP has a proper graphics card, the Nvidia 650m, but won't follow their own policy of an exchange: "HP WILL, AT ITS SOLE DISCRETION, REPAIR OR REPLACE ANY COMPONENT OR HARDWARE PRODUCT THAT MANIFESTS A DEFECT IN MATERIALS OR WORKMANSHIP DURING THE LIMITED WARRANTY PERIOD OF 2 YEARS. IN THE UNLIKELY EVENT THAT YOUR HP HARDWARE PRODUCT HAS RECURRING FAILURES, HP AT IT SOLE DISCRETION MAY ELECT TO PROVIDE YOU WITH (A) A REPLACEMENT UNIT SELECTED BY HP THAT IS THE SAME OR EQUIVALENT TO YOUR HP HARDWARE PRODUCT IN PERFORMANCE OR ( GIVE YOU A REFUND OF YOUR PURCHASE PRICE."The HP case managers tell me that by their policy all they can do is take out the poorly designed AMD 7690 graphics card and place in another poorly designed AMD 7690 graphics card.That doesn't solve the issue I spent top dollar for a top of the line laptop, that has massively inferior graphics card.
All I am asking for is for someone to do the right thing, and to give me the exchange to the new dv7t model with the Nvidia graphics card which came out 3 weeks ago, or give me a refund, as a result of purchasing a laptop that doesn't even closely meet its advertized expectations. I am tired of hearing I am being penalized for being a loyal customer. I just want the same exchange as everyone else is receiving, especially after receiving some of the worst and rudest customer service I have ever received, so I may finally have the proper laptop I paid for. I have always liked and supported HP products, but now I understand when you ask random people what they think of HP, the first thing they say is "horrible customer service." I am hoping that you find this as upsetting as I do, and can help resolve this issue in any way.
PS. If you want to see one of these forums here is a link: http://h30434.www3.h...RT/td-p/1254859
I am hoping someone can please help me, or at least help warn people from purchasing HP products in the future.
Christopher Q. Jackson
This post has been edited by cjacksonlasd: 04 May 2012 - 02:44 PM