02-17-2020 05:46 PM
My HP Pavillion is only a year and a half old and has had numerous problems since I bought it new. What bothers me most is that all of these issues are known by HP Manufacturing but not disclosed to customers. For the first six months I owned my laptop, the sound driver did not work. Once that update was released and the issue fixed, my keyboard began to malfunction. Finally, during a critical time in my college semester last week, the hard drive completely erased itself. The screen went black with the Boot Device Not Found error message displayed and upon running a hard-drive check, the device tells me "No hard drive installed". Speaking with numerous experts, there is no way to fix this issue and I do not want to pay to replace the hard drive. It is incredibly unfortunate that I lost the data saved to my computer and I am incredibly displeased with this product. I have attempted to contact their other customer support, to no avail, and do not know what to do. I have been forced to purchase a new, non-HP, device, and it would be nice if HP would acknowledge these issues and do something about replacing/repairing this device.
02-19-2020 06:51 PM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
I recommend you perform the following steps to isolate the issue and arrive at a fix:
Firstly, let's perform a Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.
Next: Restore BIOS default settings.
- Turn off the computer and wait five seconds.
- Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
- On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
- Press F10 to Save and Exit.
- Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
- Follow the prompts to restart your computer. (If the error message displays proceed to the next step)
- Plug the AC adapter into the computer.
- Press the Power button for at least five seconds to turn off the computer.
- Turn on the computer and start pressing Esc repeatedly, about once every second. When the menu appears, press the F2 key.
- When the HP PC Hardware Diagnostics menu displays, click Component Tests.
- In the Component Tests menu, click Hard Drive.
- Click the Quick Test.
- Click Run once. If the computer has more than one hard drive, click Test All Hard Drives. The Quick Test begins.
- If the computer has more than one hard drive, select the drive you want to test. To test all the hard drives, select Test All Hard Drives.
When a test is complete, the results display on the screen. Test results are also available in the Test Logs on the main menu.
If the hard drive passes the Quick Test, but a problem still exists with the hard drive, run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST. To run a specific test, select it from the Hard Drive Tests menu.
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
02-19-2020 07:38 PM
Thank you for your reply.
Unfortunately, I have already attempted your suggestions and they were completely ineffective. It is not possible to reset the hard drive. In an attempt to discover what was wrong, I took apart the laptop to examine the hard drive was was disturbed to find that it was burnt. Both the hard drive itself and the connection to the motherboard are burnt and impossible to recover. This is a hazard, as I was unaware of the extent of the damage and it could have led to a fire in my college dorm. As I stated previously, HP is aware of these issue with the Pavillion and the lack of information available and difficulty to contact service after the warranty is despicable. This machine was designed with planned obsolescence and was the worst piece of technology I have ever owned. All I am interested in at this point in time is either a replacement or reimbursement for a laptop designed with nothing but malfunctions.
02-20-2020 06:58 PM
Thank you for posting back.
Don't worry as I'll be glad to help, in order to bring your issue to the attention of an appropriate team within HP. I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.
I am an HP Employee