Hewlett-Packard Complaint

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Hewlett-Packard - BIOS UPDATE WINFLASH Failed - Computer is dead

Computers & Internet: Computer Manufaturers

Author: Maxina from Youngstown, OH

Occurred In: Youngstown, Ohio

Updated: 8/8/2007 11:40:05 AM

Created: 8/8/2007 10:41:37 AM

On Internet: Yes

Nationwide: Yes

I visited the official Hewlett-Packard website to look for information regarding upgrading the memory modules on my HP Pavilion ze4427wm laptop.

In the support downloads section there was a BIOS upgrade available for download that CLAIMED to fix a battery optimization issue I was experiencing.

I decided to download and use the Winflash BIOS Update Utility.
I followed the instructions exactly as provided.
My computer began the update and during the process it shutdown suddenly and would not restart.

The blue lights now stay on for only a few seconds and it tries to spin the CD drive and shuts down.

I have followed all of the instructions to restore a faulty BIOS that are listed in the repair manual for my computer posted on the HP site.

I have tried the optional DOS rompack for the BIOS to no avail.

I contacted HP for a crisis recovery disk as mentioned on several websites and they sent me the restore disks for my computer. This was after I specifically told them that the system restore disks do not help.

Aside from the fact that they are providing FAULTY software on their site, there seems to be a communication issue with their support staff.

I received a message today after many attempts at communication that said:
“I gather that the BIOS upgrade has caused the issue with your notebook.I would like to know the exact issue you are experiencing after the BIOS update. As you have mentioned that you are having issue with the boot. Are you receiving any error message while booting?“

This was after I outlined the problem and what I had tried already in both chat and emails.
To reply I cut and pasted my original message in my response.

I finally found the information online to make my own crisis recovery disk and it will not work. I put it on both a floppy and CD to try.

I have searched the Internet for possible fixes and have done all procedure I could find except physically replace the BIOS or the entire motherboard.

I feel that HP should REMOVE downloads from their site if they cause damage to THIER computers.
The problem also occurs with Compaq computers. Compaq is now merged with HP.

I also feel that replacement or complete repair of computers affected by the faulty downloads should be provided FREE OF CHARGE. A new motherboard for my computer is 426.00 and I refuse to pay this outrageous charge due to their negligence.

Unfortunately the reason I am filing this complaint here is that while searching for answers I found NUMEROUS SIMILAR complaints online at message boards. Even the HP message boards have these complaints.
MANY HP owners have experienced this issue.

Here is a link to a situation like mine at the HP forums
http:forums1.itrc.hp.comserviceforumsbizsupportquestionanswer.do?threadId931229

If you type in HP BIOS WINFLASH in their forum search box you will find at least a dozen entries right off the bat of failed BIOS updates. It is unbelievable that they even have this information on THEIR OWN website.

Customers go to the HP site, download the BIOS update and their computer is ruined.
This is completely unacceptable.

I told HP in my emails that I planned to publicize this issue and that is just what I am doing.

If you have experienced the same problem, please respond to this complaint.

Updated On: Wednesday, August 08, 2007

For whatever reason the address for the HP forums isn't valid.
Here is the address to the forums again instead of the individual message
http:forums1.itrc.hp.comserviceforumsbizsupportcategoryhome.do?categoryId411
Hope it works.

If you're also a victim of this company, then submit your own Hewlett-Packard complaint letter