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Message 1 of 6
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HP Support Assistant pushed updates (BIOS, Hardware Diagnostics UEFI) and now computer won't boot

HP Recommended
Pavilion 590-p0076
Microsoft Windows 10 (64-bit)

5-month old Windows 10 home computer (HP Pavilion Desktop 590-p0076).  HP's own support software, HP Support Assistant pushed 2 software updates (BIOS upgrade and HP Hardware Diagnostic UEFI) that were strongly recommended upgrades (flagged in RED by HP Support Assistant).  After installing upgrades, computer no longer boots.

 

It appears that the Master Boot Record was overwritten by one or both upgrades.  Only recommendation HP offers is full factory re-install, using HP's System Recovery Media, at a cost of more than $80.00.

 

Since the computer crash and destruction of my new computer's MBR was caused by updates pushed to my computer by HP Support Assistant and flagged as critical updates, I am requesting a refund for the cost of the HP System Recovery Media.

 

This situation should never have happened.  The BIOS and UEFI upgrades should NOT have been pushed to my computer, as they are defective.  I should not have to pay for the cost of rebuilding my computer's operating system.

 

Thank you.

 

5 REPLIES 5
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HP Support Agent
HP Support Agent
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Message 2 of 6
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HP Recommended

@RobF4

 

Welcome to the HP support community.

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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HP Support Agent
HP Support Agent
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HP Recommended

Hello @Rob54,

 

Just a quick note to let you know that I am awaiting the requested information if you want me to research your issue.

 

Kind regards,

Patty-B SoMe

I am an HP employee.
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Message 4 of 6
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HP Recommended

I have not yet received a response, after I have provided all requested information.

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Message 5 of 6
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HP Recommended

Please respond with a resolution of my problem within 24 hours (5:00PM PT Tuesday, 8/11/2020), or I will be forced to escalate my concerns to the office of the CEO of HP, Enrique Lores, President & CEO.

 

If I do that, I will be naming support agents Patty-B and Sandytechy20 in my correspondence with the CEO's office.  I am very unhappy with the responses I have received to my questions and concerns.

 

Thank you.

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It is 5:00PM PT on 8/11/2020.

 

As promised, I have escalated my complaint to the office of the CEO of HP.  And, as promised, I have named Patty-B and Sandytechy20 in my complaint for their lack of timely responses and for the unwillingness of Patty-B to keep this thread open to resolution and for Patty-B's unwillingness to review and respond after I provided all the information that was requested of me.

 

I am very dissatisfied with the customer support I have received.

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