eatmybologna
Posts: 375
Joined: Sat Apr 30, 2005 3:21 am

Please Help. DVD Drive Not Working In Laptop

Tue Sep 18, 2007 10:41 pm

I own an HP Pavilion dv4000 laptop with a stubborn DVD R/RW drive. The DVD drive often isn't recognized when I power on the PC. For example, I won't see the D: drive label in Explorer, nor will I see it in the devices page. When my PC does recognize the DVD drive, it eventually freezes all operations after I swap discs. Pressing control-alt-delete doesn't work either, so I have to shut down the PC. I do see lights on the DVD door and hear the drive initiate upon booting up, so It appears to have power. The DVD door will always open and close if I press the eject button, even when the PC is in a frozen state.  Confused

CompUSA has replaced the drive three times before as it is under warranty. I explain to them that the DVD drive works about 75% of the time at first, and then deteriorates to a 10% success rate over about six months. They've also reinstalled my XP OS thinking it could have been a PC virus. But otherwise, they seem to favor replacing components. My warranty is over in one week, so I'd like to bring my laptop in one last time, but have them repair it correctly. If anyone one here is computer savvy and can shed some light on why they believe this DVD issue is reoccurring, I can pinpoint areas as to where the CompUSA technicians can start their analysis.

Any bit of your help is so greatly appreciated.  highfive 

Thank you,

Mark  Smile
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aloges
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RE: Please Help. DVD Drive Not Working In Laptop

Tue Sep 18, 2007 10:50 pm

I can't really help you, but did they try installing a different make or model of drive?
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eatmybologna
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RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 12:31 am

Thanks for asking Aloges. CompUSA installed the same brand drive as before each time. I'm thinking that as long as it's under warranty, they have to use what HP recommends.
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LHRjc
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RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 1:08 am

Initially when I read this it sounded like a loose IDE connector connecting the DVD to the motherboard. If the drive still ejects etc then the power lead is clearly ok, but if it's not showing up in your list of devices intermittently it sounds more hardware than software to me. Also if they've swapped the drive out numerous times there's nothing to say they have also swapped out the lead which connects the drive to the main board. If they've reinstalled XP which you say they have, then we can rule that out probably too.

If it were me and this problem was reported to me at work then replacing the physical cable would be my first port of call had the drive and OS been swapped out previously. It could be the main board itself, but the cable would be more likely in my opinion.

Let us know how you get on, and good luck  


edit: just read it's for a laptop... so not sure how the HP's DVD connects to the main board...

JC

[Edited 2007-09-18 18:09:28]
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eatmybologna
Posts: 375
Joined: Sat Apr 30, 2005 3:21 am

RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 4:18 am

I had a look on how the DVD drive attaches and it's very simple. The DVD drive chassis slides into a tight rectangular opening where the connectors couple together like a plug/outlet. It's held in place with a single screw.

So, it sounds like I should look at the connector and its cable on the laptop side for a short circuit. Good advice.  bigthumbsup 

Thank you,

Mark
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IFEMaster
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RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 4:22 am

Quoting Eatmybologna (Reply 2):
CompUSA

That's the bigger problem right there. You've got certain rights as a consumer when it comes to warranties. If I were in your position, after this many repairs, I'd be hounding them to warranty replace the laptop.
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eatmybologna
Posts: 375
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RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 5:47 am

It's been a troublesome situation with CompUSA. The laptop was a display unit that I purchased with a discount and they threw in the two year warranty to seal the deal. When I brought it in the first time, they refused to repair it because It had a few minor scratches on the outside casing due from travel. After speaking with the store manager, he agreed only to replace components instead of sending it in to their technical repair site. I learned from this experience and won't buy from them again but, I needed a laptop on the spot and couldn't wait for something else.

So if it's the cable inside of the laptop originating from the mother board as you suspect, I may have a difficult time convincing them to diagnose and repair it, if necessary. If they don't, maybe they can but the cable and I'll have a friend solder it in.

Thank you for your advice,

Mark

[Edited 2007-09-18 22:48:12]

[Edited 2007-09-18 22:48:28]
Isn't knowledge more than just the acquisition of information? Shouldn't the acquired information be correct?
 
IFEMaster
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RE: Please Help. DVD Drive Not Working In Laptop

Wed Sep 19, 2007 5:50 am

Quoting Eatmybologna (Reply 6):
It's been a troublesome situation with CompUSA. The laptop was a display unit that I purchased with a discount and they threw in the two year warranty to seal the deal. When I brought it in the first time, they refused to repair it because It had a few minor scratches on the outside casing due from travel. After speaking with the store manager, he agreed only to replace components instead of sending it in to their technical repair site. I learned from this experience and won't buy from them again but, I needed a laptop on the spot and couldn't wait for something else.

So if it's the cable inside of the laptop originating from the mother board as you suspect, I may have a difficult time convincing them to diagnose and repair it, if necessary. If they don't, maybe they can but the cable and I'll have a friend solder it in.

What is the wording on the warranty? They gave you the warranty, so hold them to it's word. If the store manager refuses, go higher.
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eatmybologna
Posts: 375
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RE: Please Help. DVD Drive Not Working In Laptop

Thu Sep 20, 2007 2:51 am

I took my laptop PC into CompUSA this morning and the same guy that told me that they wouldn't repair it six months ago , changed his tune. Apparently, CompUSA revised their policy to allow full repair of computers under warranty that have superficial scratches on the case, whereas before, they refused. They'll fix the problem as long as it doesn't involve replacing the scratched case.

I told them that my friends at ANET suggested to look at the cable from the DVD drive to the mother board and the motherboard itself. I should have a working laptop back within 2-3 weeks.

Thanks everyone.

Cheers,

E_M_B
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