• Report: #300364

Complaint Review: Hewlett Packard Development Company

  • Submitted: Tue, January 15, 2008
  • Updated: Tue, January 29, 2008

  • Reported By:Griffith Indiana
Hewlett Packard Development Company
20555 SH 249 Houston,, Texas U.S.A.

Hewlett Packard Development Company, L.P. Mis-representation on Spec. Sheets regarding video ram Houston, Texas

*Author of original report: HP update - END OF SAGA

*Author of original report: HP update - END OF SAGA

*Author of original report: HP downdate....

*Author of original report: Some satisfaction HP false video ram specs.

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Researched buying a new laptop. HP was one I was interested in because model dv2736us had 3gb of ram and HP's own spec sheet said it would support 1024mb of shared video. Upon buying this product from Staples,
I brought it home, turned it on, and proceeded with the installation of Microsoft Vista Home Premium. When it came time to display the performance report, it only reported a 2.6 score. Everything was fine except the video.
I shut off the machine, and restarted going into the Phoenix Bios Version f.13.
At this point I found that the maximum supported video memory was 128mb.

After I found this out, I contacted HP support and was issued a service ticket number of 8007219804.

After receiving three rather idiotic answers I was told to flash the bios.

This was done to no avail. I then proceeded to spend the next 1-1/2 hours on the phone talking to 3 levels of support techs and still could not get an answer. I was told by the last, (named Ivan) that this would be forwarded to the appropriate level of support and I would receive a call in 24 to 48 hours.
It has never came.
Below you will find the emails of my exchange that are in the proper order.

-----Original Message-----
From:
Date:01/13/2008 14:48:17 EST
To: HP Support
Cc:
Subject: HP Pavilion dv2736us Notebook PC e-mail support


hp e-mail support

language_code : en
language :English
Country of Residence : United States
product_line : KV
product_oid : 3650837
product_name : HP Pavilion dv2736us Notebook PC
part_number : KC460UA
purchase month : 1
purchase year : 2008
problem area : hardware
serial number : 2CE7500RFZ
operating system : Microsoft Windows Vista Home Premium 32
problem description : According to your spec sheet this machine supports 1GB of video memory. The bios only allows 128MB.
My question is: Where and how can I set the video to at least 512MB???? If this is not do-able, this machine is falsely advertised. This is why I bought this machine.
first name : Martin
last name : P*******
phone : 219-***-****
email :
form url: http://h10025.www1.hp.com/ewfrf/wc/email?product=3650837&lc=en&cc=us&dlc=en&aoid=null&lang=en&cc=us
form country : United States


----- Original Message -----
From: [email protected]
To:
Sent: Sunday, January 13, 2008 2:22 PM
Subject: Re: HP Pavilion dv2736us Notebook PC e-mail support

Hello Martin,

Thank you for contacting HP Total Care.

I understand from your mail that you want information on increasing the Video memory on your notebook as it supports upto 1071 MB.

Martin, I realize the importance of the issue, and assure that I will provide you with appropriate information.

Please follow the steps provided which will help you in configuring the video memory.

=== Configure the video memory through BIOS ===

1. Restart the Notebook.

2. When the HP logo appears,keep tapping F2 to enter BIOS Setup.

3. The pointing devices are not active in BIOS Setup, so it is necessary to use the keyboard to navigate as follows:

Press theLeft and Right arrow keys to move among menus.

Press the Up and Down arrow keys to move among parameters in a menu.

Press F5 or F6 to move through values for the current parameter, or press Enter to change a setting.

4. Go to Advanced tab in BIOS Screen and press Enter.

5. Under Advanced tab, there is an option 'Video Memory'.

6. You can change it to 64MB.

7. Once you have changed the video memory, Press F10 to save and exit the BIOS.

This should resolve the issue. If you need further assistance, please reply to this message and we willbe happy to assist you further.

You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at: http://www.hp.com/go/totalcare



Sincerely,
Steve
HP Total Care

***Do Not Delete Service Ticket Number***
{ticketno:[8007219804]}
***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct,indirect, special, incidental orconsequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.


-----Original Message-----
From:
Date: 01/13/2008 15:37:20 EST
To: [email protected]
Cc:
Subject: Re: HP Pavilion dv2736us Notebook PC e-mail suppor

Dear "Steve"

Do you not understand English?
My remarks do not say anything about 64MB.
YOUR specs on the machine say it will support
1 GB of shared video. I want to know how to obtain this?
I am a power user and I needed the advanced video. That is why I purchased this machine/

Martin


----- Original Message -----
From: [email protected]
To:
Sent: Sunday, January 13, 2008 3:08 PM
Subject: Re: Re: HP Pavilion dv2736us Notebook PC e-mail su

Hello Martin,

Thank you for contacting HP Total Care.

I understand from your email that you want to increase the video memory to 512MB or to 1GB.

Martin, I realize the importance of your issue and I willbe glad to assist you with all your queries.

To change the effective size of the video memory, do the following activities.

Turn off the computer.

1.. Press the power button to start the computer and press the F2 or F10 key repeatedly to enter the BIOS setup.
2.. The pointing devices are not active in BIOS Setup, so it is necessary to use the keyboard to navigate as follows:
Press the Left and Right arrow keys to move among menus.
Press the Up and Down arrow keys to move among parameters in a menu.
Press F5 or F6 to move through values for the current parameter, or press Enter to change a setting.

3.. In the BIOS, use the arrow keys to select Advanced , select Chip Set Control , and then select Frame Buffer size.

4.. Change memory size from 16 MB to 32 MB .
a.. If the system ROM does not allow you to change the maximum video memory in the Advanced option, the Frame Buffer option may be under Main menu option.
b.. Update the BIOS and video driver from the given below weblink:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-55744-1&lc=en&cc=us&dlc=en&product=3650837&os=2093&lang=en

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-55939-1&lc=en&cc=us&dlc=en&product=3650837&os=2093&lang=en

Now, repeat above steps to change the video memory or to highest in the option in the video memory.

5.. Select Save , and exit the Setup menu.
6.. Allow the PC to restart with the new memory size.
This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at: http://www.hp.com/go/totalcare

Sincerely,
Sam
HP Total Care

***Do Not Delete Service Ticket Number***
{ticketno:[8007219804]}
***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibilityor liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.


-----Original Message-----
From:
Date: 01/13/2008 18:06:38 EST
To: [email protected]
Cc:
Subject: Re: Re: HP Pavilion dv2736us Notebook PC e-mail su

To Sam,
Followed you instructions. Bios was Phoenix Ver. F.13 already, and flashed over it.
Don't know what you are looking at but this version does not have an Advanced Tab on the bios.

Main Tab is only system date and system time plus a Diagnostic Log

Security Tab Is Passwords only

System Configuration Tab has Language, Button Sound, Virtualization Technology, Dedicated Video Memory up to128MB (maximum) & Boot Options

Diagnostics Tab only has Hard Drive Self Test and Memory Test

And the standard EXIT tab.

So, Where do we stand now with obtaining 512 or more shared video.

Getting very upset. Consider passing this on to top level trouble shooting.

Thank you
Martin


----- Original Message -----
From: [email protected]
To:
Sent: Monday, January 14, 2008 5:47 PM
Subject: Re: Re: Re: HP Pavilion dv2736us Notebook PC e-mai

Hello Martin,

Thank you for writing back.

Martin, I really appreciate your concern. But please note that in BIOS even though it shows only 128, the video memory is slit into video and Digitam video memory and the size is dynamically changed in the OS based on the aplications used. If there is no option of adavanced tab to change, the description about total video memory will be stated on the right side of the BIOS screen.


You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at: http://www.hp.com/go/totalcare

Sincerely,
Shawn.
HP Total Care



-----Original Message-----
From:
Date: 01/14/2008 20:26:37 EST
To: [email protected]
Cc:
Subject: HP Pavilion dv2736us Notebook PC e-mai

Well, That's another bunch of bull about your bios.
Why can you not understand that this is only a 128mb configured bios. The Compaq I have has at least 256mb. If this machine had more than 128mb at it's disposal, the Vista performance score would be higher than 2.6
Now, Lets move on to the false advertising in your Technical Spec. sheet for this machine which states it supports 1+gb of video ram....


----- Original Message -----
From: [email protected]
To:
Sent: Monday, January 14, 2008 7:56 PM
Subject: Re: HP Pavilion dv2736us Notebook PC e-mail

Dear Martin,

Thank you for writing back to us regarding increasing the video memory in your HP Pavilion dv2736us Notebook PC.

Martin, I see from my records that your comments on false advertising about Pavilion dv2736us Notebook PC has been already escalated to the concerned department. I have also forwarded your e-mail to the concerned department.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.

For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare

Sincerely,
Ulman
HP Total Care

***Do Not Delete Service Ticket Number***
{ticketno:[8007219804]}
***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.


My feeling are, I am a power user with an above average understanding of the workings of a computer. The machine was purchased because of Hewlett-Packard's own spec sheet, and then when the product would not perform to those specs, I was ignored and treated like an idiot.

Marty p
Griffith, Indiana
U.S.A.

Click here to read other Rip Off Reports on Hewlett-Packard - HP

This report was posted on Ripoff Report on 01/15/2008 06:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard-Development-Company/Houston-Texas-77070/Hewlett-Packard-Development-Company-LP-Mis-representation-on-Spec-Sheets-regarding-vid-300364. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

HP update - END OF SAGA

AUTHOR: Marty p - (U.S.A.)

This is January 29th at 10:AM CST. I have just received my new laptop from HP.. It is everything they said it would be. Had to email CEO to get it when I did. Build date was not scheduled until 31st.
As far as I'm concerned, HP has lived up to their promises even though it took a lot of prodding....

END OF SAGA
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#2 Author of original report

HP update - END OF SAGA

AUTHOR: Marty p - (U.S.A.)

This is January 29th at 10:AM CST. I have just received my new laptop from HP.. It is everything they said it would be. Had to email CEO to get it when I did. Build date was not scheduled until 31st.
As far as I'm concerned, HP has lived up to their promises even though it took a lot of prodding....

END OF SAGA
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#3 Author of original report

HP downdate....

AUTHOR: Marty p - (U.S.A.)

As of this time, I do not have a ship date for my new computer. It was promised today, (1-25-08) but after calling HP Case Manager Kala, I was told the new build date is the 30th of January. I was very irate because HP sent the return FedEx pickup for my other computer. Their paper work requested that I return the unit with in 3 days. I packed it up and sent it back at once and HP's contracted return service has it in their hands on the 24th of January. At this point I am out $1,000.00 or a computer.

Was called by original case manager Kandace and after asking for someone above her she told me that there is no one.... Really find that hard to believe.... Who's zoomin' who???? After much ranting about this, she agreed to give me an extended warranty when the new machine is delivered and we have a serial number...

The HP saga continues....
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#4 Author of original report

Some satisfaction HP false video ram specs.

AUTHOR: Marty p - (U.S.A.)

Spent 2 hours with Kandace, a HP Case Manager. They finally admitted to having the wrong video ram specs. for the dv2736US Pavilion laptop. This configuration will not support more than 128mb of video ram, nothing even close to the 1 gb specified.

She has offered a replacement computer a dv6700t that is on the 15.4" platform instead of the 14.1" that the dv2736us is. It will allow a separate 256mb video card. All other specs meet or exceed the machine that I purchased. It will take 10 days to manufacture, and then will be sent to me with the provisions of sending the other back to them free of charge.

HP was not happy campers over the false advertising that has taken place. Will update this in 3 weeks to let you know if new machine actually arrives.

----- Original Message -----
From: [email protected]
To: [email protected]
Sent: Wednesday, January 16, 2008 3:07 PM
Subject: [HP] Case Management 7500248002

Hello,

This is Kandace, your HP Case Manager. You asked me to provide you some specifications as to what I could replace your notebook with. Feel free to bring this up yourself at http://shopping.hp.com/ to see all the options in this specific model.

- Windows Vista Home Premium
- Intel(R) Core(TM) 2 Duo Processor T7500 (2.20 GHz, 4 MB L2 Cache, 800MHz FSB)
- 15.4" WXGA High-Definition HP BrightView Widescreen Display (1280 x 800)
- 3GB DDR2 System Memory (2 Dimm)
- 256MB NVIDIA GeForce 8400M GS
- HP Imprint Finish (Radiance) + Webcam + Microphone
- Wireless LAN 802.11a/b/g/n
- 250GB 5400RPM SATA Hard Drive
- LightScribe SuperMulti 8X DVD+/-RW with Double Layer Support
- 6 Cell Lithium Ion Battery

Please get back to me at your convenience and let me know what you've decided, whether you are going to take your current notebook back to the store or accept my offer of a replacement. Our number here is 1-877-917-4*** ext ** and your reference number is 750*****02.

Thank you,
Kandace K
HP Quality Case Manager
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