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08-08-2009 01:30 PM
long story shortened,
i am acting as repair tech on this issue.
client states issue started as an unresponsive DVD drive.
client contacted HP and was instructed to restore via laptops F11 function.
client followed HP's directions; reboot, hit F11.
client was greeted by the preinstall environment allowing three choices,
client selected reinstall, and received error msg # 0x400 100 130000 1002, advising client to contact HP support.
client contacts HP support and in spite of initial complaint of unresponsive DVD drive, is provided a recovery dvd.
client cannot use recovery dvd, due to unresponsive dvd drive.
a month goes by, i become aware of the situation and experiment.
after slaving the hard drive to one of my desktops, i see there is no data in the partitions.
i run dban to sterilize the drive, fdisk, format, and run tests on hd, all come back good.
i install hd on my macbook, and install osx successfully.
i reinstall hd in HP dv6646us laptop, and note unresponsive DVD drive works.
i install vista home premium via hp restore dvd, after several reboots, vista announces final reboot.
laptop reports "bootmgr missing".
i used ultimatebootcd again to discover no data in the partitions.
i use dban once again, and reinstall via recovery dvd, with same results.
a third attempt confirms something fishy with the recovery process.
i use a copy of vista straight from MS and it installs and runs fine.
again i nuke the drive and attempt to restore via hp's dvd and get empty partitions again.
i install xpsp3 successfully.
nuke drive again, and install vista from MS successfully.
searching the web i find approximately fifteen similar complaints, all unresolved regarding this issue.
most compaintants are told its the hard drive.
digging deeper i see some issues with Lojack being bound to the phoenix bios. one of the features is the
ability to identify stolen laptops, and delete some or all of the drive.
remember, the reinstall process goes along, then the restored install is deleted, all without any user intervention whatsoever.
HP has been far from helpful, attempting to get the client to pay for a restore disk, and or send the laptop in and pay for repairs.
a repair was quoted at several hundred dollars, although no specific diagnosis was provided, other than "bad dvd drive" or "bad hard drive"
i contact HP via numbers provided as Case Manager support, after nearly two hours of being disconnected and told nothing can be done
unless the client pays specific amounts for unspecified repairs.
patience and persistance provides someone who appears to hear my request for a bios update or patch or perhaps some secret key combination
allowing one to disable lojack in the bios (see dell's fix for same issue).
after extensive debate and numerous "please hold while i contact the support tech" from the supposed case manager, i wrangle a confession
that there might be something wrong with the restore media.
i attempt to make my case of Lojack acting like a rootkit, and am provided with another restore dvd.
now i have two witnesses, and i specifically asked for a different part number for the restore dvd.
i was explicit about my theory about a rootkit/lojack, causing this curious deletion of the completed install.
the case manager echoed my concern, read back the part number of the restore dvd i had been using, and said
she would be sure to provide a newer version, saying she saw an updated version number.
amazingly, delivered overnight a fedex blister pack containing another sealed restore dvd.
with the same part number.
same part number.
fearful of more wasted time i attempt to contact the case manager for two days.
someone calls back from a boiler room somewhere, rude, sarcastic and hostile.
saying they are going to close the case, unless the client decides to send in the laptop for "service"
while quoting a price, and without specifying why or how they might affect a repair.
my question for you good people,
how does one communicate with HP effectively?
(i have been begging to do this via email, everyone would have a copy of what was said and done, zero cooperation)
(i have been begging for escalation to no avail. much more sarcasm, someone will call you back, is there anything else i can help you with)
does anyone know what might be causing such strange behaviour from a genuine HP disk, strange behaviour not duplicated by genuine MS disks
we are about to post this mess on slashdot, and reddit, but thought i would try here first.