Pavillion dv6-Had screen replaced on August 22, 2012 because it went black and would not come back o

Question

Have a Pavillion dv6 for my teenage daughter.  We got it late December of 2011, so it's less than a year old.  On August 22, 2012, I just got it back from being repaired because the screen went black and would not come back on no matter what we did.  It came back with a teeny, tiny little black line way down at the bottom of the screen, didn't seem like a big enough problem to worry about so we kept it and she used it.  Last night when she went to bed it was working fine, today when she turned it on after getting home from school, the whole screen is a disaster---it looks like a big diagonal crack is running up the screen and it's a solid strip of color on one side and then lines and then the crack then you can see where the sign on logo is trying to run---kind of---rolling up the tiny part of the screen it is showing on.  Called customer support, which was a complete nightmare!  I used the first number that came up for hpsupport on google and it was iyogi-----could barely understand the woman on the other end, she kept having me tell her the problem over and over and over and over and telling her my name and phone number and email address and the serial number and the product number, over and over and over and over and over and over-----this went on forever---then she had me try pressing the f10 key and the power button and it gave 13 beeps and would go off, she had me put the phone up so she could hear that happen 6 times.  Then finally she says it;s a hardware problem and she will transfer me over to harware support after trying to sell me software protection that I don't want.  She transfers me, I get an automated system and damned if I don't get rolled right back to the same Indian woman and she starts me from scratch like she hadn't just talked to me 4 minutes before that-----I was furious!  I told her I had already been on the phone with her and told her all this information and she still had me give it to her 3 more times then said she would put me through to hardware support.  I spent 1 hour and 25 minutes on the phone total and almost all of it was with this woman that had no clue and barely spoke English.  Why?  I live in the USA, I bought the product in the USA, why can't I speak to customer support in the USA?  Why do I always have to talk to someone that I have a language barrier with?  Why do they always make me do the same thing over and over and over and keep me on the phone over an hour?  It was the same way in August when it needed repaired, I was on the phone that night 1 hour and 10 minutes.   Is the goal to get you to just forget it and go buy a new one?

Answer 1

iYogi is not part of HP. I would recommend calling 1-800-474-6836 or visiting http://goo.gl/Pru5A for all of your support needs with HP products.
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