Large Scale Central

Is There Any Recourse for Heinous Software?

Problem Solving
#1

I mean software that is to fix a minor problem, but turns out so heinous as to take down the entire operating system and computer so that even the official Windows/HP boot disks from the factory can’t restore/restart the system?

I had a problem in that when I would turn on the computer, after the windows logo (Windows 7 Professional) I would get 2 minutes of black screen before I would get the User screen. After that, the computer operated entirely normally until it was shut down. On restart it would do the same.

Two minutes of looking at a black screen at a shot adds up so I contacted HP. We restored the computer to an earlier point, and the problem was gone… until windows did its updates and it returned.

PCFixER was located on the web and it detected the registry problem, which was as I had read about. For $39.95 the problem would be resolved. OK, such a deal.

Credit card information was exchanged and the software loaded and immediately took down the system to black screen making it totally un-bootable, even with the official Windows/HP CD disks sent over night from HP.

After several days of back and forth e-mail, it became apparent to them that they couldn’t fix the problem. (They are now asking for a few more days to try to “find a solution.”)

The computer must now go to HP for a complete reload of the system and this will cause two weeks of business interruption ($600/day when I’m actually working). Additionally, HP estimates that this will require a clean wipe of the hard drive with everything lost. I did a Windows 7 backup of my data and documents before the occurance, but who is to say the back-up is not corrupt if the software was already having the 2 minute error? I guess I’ll find out when the computer gets back from HP.

So, does anyone know if there is any recourse for the user in such a situation? They have refunded my $39.95, but there certainly is no satisfaction, or compensation in the hours I’ve spent and will still need to spend.

#2

Too bad they won’t pay for the reload etc…
There product did cause the …

#3

Something is not right in the story, if you have the original HP disks, and you boot from the disk, unless you have an actual hardware failure, you can reinstall the operating system.

It really sounds like a driver issue, not actually a registry problem. I figure this because of the windows update “killing” you…

Unfortunately the computer is already back to be “fixed”. I would strongly suggest you figure out why you could not boot from the install CD(s) and restore the system.

Also, I would suggest you do an “image” backup of your computer FIRST, as soon as you receive it back, so you can definitely restore the system should this happen again.

(I’d be willing to bet money that you have about 100 updates to apply on the “windows” you receive back)… image the system first.

I can suggest some free software to accomplish this if you want.

Greg

#4

Yes I have original Windows/HP disks sent to me directly from HP. No, it doesn’t boot from these. There are three disks and it never gets to the second.

While the “2 minute update error” may have been a driver issue, the major error now is in the boot sector and reports as such when you turn on the computer. I asked HP to run all windows updates and check the computer for the 2 minute black screen error before returning it to me.

Luckily, the computer is still under warrantee, and HP paid to overnight the boot disks and is paying for the repair and shipping. FedEx brought me a box today and waited for me to pack it to take it away.

But there is still lots of time lost and there will be lots to reload when it returns.

CSO Number:
BFHF8697-01
CSO Placement Date:
12-02-2014
Reason for Service:
UNIT REBOOT
Model Number:
F9A62AV
Model Description:
HP ENVY CTO 700-215XT
Serial Number:
20MD41200CNC
Creator:
IPOSWBV

Hewlett-Packard is providing the following service for your product.
BOX PLUS PICKUP & REPAIR, 2 DAY SHIPPING

Total Charges (including tax, if applicable):

*Materials: $.00 Labor: $.00 Tax: $.00 Total: $.00

  • Freight / Uplift Charges are included if applicable.
    This quote is valid for 30 days from the date shown above.
#5

Gee, I guess I will keep flogging my XP after reading that.

#6

If you are like me and want to hang on to XP for as long as you can, there is a registry hack that will change your release of XP to POS Embedded which is supported with security updates through March of 2019. Hundreds of thousands of POS terminals run XP and the retail industry is not about to trash hardware so they can run Windows 8.

#7

So to get away from the freekin’ computer, I finished cleaning out the insides of my Crown PSA-2HX amplifier used for my sub. This is a classic, high current design made exclusively for ShowCo used in the amplification of large concerts that pumps >1,200 watts (over 800 watts in mono through my JBL sub @ 12 ohms). The high speed fan had been coming on for no apparent reason.

I got it all cleaned out and beautiful. Even checked the big capacitors that were ~10% higher than spec (rated at 10,000 mfd measured at 11,120 mfd). Put it in the A/V system with the screws out of the mesh top so I could check the temp when the fan kicks up (supposed to be 144 degrees).

Was working great! Then a few minutes later, garble out of the sub and the protection kicked in. Shut it down quick. Wasn’t even warm. Protection circuit stayed on when turned on even when disconnected from system. Bummer!

So, I turned it off (but still running the Sunfire Signature sub), and listening to Dire Straights in DVD-Audio and the Yamaha SACD/DVD-Audio/CD/DVD unit shuts down and now won’t power up! I probably can’t even get a replacement anymore with discrete outputs!

Has not been my week at all. Anybody got any electronics you want me to look at?

#8

Daktah John said:

If you are like me and want to hang on to XP for as long as you can, there is a registry hack that will change your release of XP to POS Embedded which is supported with security updates through March of 2019. Hundreds of thousands of POS terminals run XP and the retail industry is not about to trash hardware so they can run Windows 8.

I heard there is such a thing, but I haven’t found out the details yet. I ran my 98se at least 2 years past the date it was no longer supported, and it worked just fine. The only thing that made me upgrade to XP was the power supply in that 98se laptop dying.

Todd, I have had days like that. Being a repair tech, thems are really bad days.

#9

Money for nothing!
I would love that!

#10

'Tis a sad tale you have there Todd…

#11

I would like to hear about the final result of this one.

I was a “Customer Engineer” for IBM before they got out of the repair business and got laid off 7 months from collecting a pension. BTW my first computer job was “Upgrading” hard drives from 10mb to 20 mb!

#12

Daktah John said:

If you are like me and want to hang on to XP for as long as you can, there is a registry hack that will change your release of XP to POS Embedded which is supported with security updates through March of 2019. Hundreds of thousands of POS terminals run XP and the retail industry is not about to trash hardware so they can run Windows 8.

OK, I’ll bite, what is POS Embedded, and can we even discuss that in Bob’s living room? There are children present, after all.

#13

Yes, Steve there is, it is turn the _____ thing off and go work on or run trains! That is what I do.

Paul

#14

I am currently running on my old DELL in XP Pro, Service Pack 3.

When I turned it on the other night after sitting since last April, it was working fine. Then I went to shut it off and it would not shut down. Eventually, I turned off the power strip.

Later, it would no longer boot. It too had the dreaded black screen, (maybe because I read the email from PCFixER, but I doubt it).

So I put in the XP Pro Service Pack 3 disk, from DELL to reload the system. And of course, this didn’t go well. It wouldn’t reload and stalled out several times. I had to shut down the power each time, but eventually, after a couple hours of fussing with it, I got back to the basic operating system, less all of the Windows updates that have occurred since.

But, now in its original configuration, it will no longer run Internet Explorer. Luckily I loaded Chrome onto it in the past and the past programs (including Office) were not lost in the reload. I can access the web through Chrome, but all is still not peachy.

I went to MS and loaded the 127 security updates, but have not shut this computer down in a couple days to let them load because who knows if it will come back on, or require another reload if I do. Maybe shutting it down and letting the security updates load and configure would bring back IE, but I don’t want to try this until the other computer is returned.

On those sites where the password was just changed and embedded in a cookie (like MyLargeScale), this computer doesn’t have the cookies stored and I don’t physically know the password, which is in the email inbox on the HP.

And there is a “Catch-22.” When I ask that a new password be set up, the computer will try to link to the site via IE Explorer so never gets there and I can’t get a new password. (But there is probably some way to do this.)

Some sites, where I actually wrote or remember the password, like this one, I can access through Chrome.

The upshot is that I can’t access MyLargeScale and if Traintraintrain thinks he can use a 5.1 volt supercap in his Sierra System, he is going to blow it up! He needs to use the three 2.7 volt (2.85 peak volt) caps.

#15

FYI Ashley Furniture Corp. Worlds largest Furniture Manufacture, Runs all there systems, and prop. Software for all there manufacturing centers, and Homestore operations using Windows XP pro (2002) w/ Service Pack 3. I’ve been told it’s used because it’s the most stable, and de-bugged.

PS I’m a MAC user, thats forced to struggle with using Windows systems.

#16

Todd,

What you need to do with the Dell is re-format the hard drive. That will wipe EVERYTHING from it including any malware. Then reload Windows. IE is built in to the kernel of Windows.

Watch this video for a “How To”…

[youtube]http://youtu.be/2CmGpGrZpYw[/youtube]

#17

I don’t want to wipe anything until the other computer is returned and working properly with everything loaded back onto it.

I’ve set Chrome as the default browser and even disabled access to IE through the Windows program access menu, but I still can’t respond when web sites send new passwords to this computer. Again, maybe these could work after a reboot, but I’m not ready to do that yet.

#18

Steve,
I believe what John is referring to is Point Of Sale (POS) systems that combine cash register, inventory etc. in a single machine.

Al P.

#19

Todd, can’t you download IE8 from Microsoft?

Al. yes that is what John is referring to.

#20

Al Pomeroy said:

Steve,
I believe what John is referring to is Point Of Sale (POS) systems that combine cash register, inventory etc. in a single machine.

Al P.

Exactly. Thanks Al.

Steve - Microsoft markets custom tailored versions of their operating systems in several industries. For the retail industry the make Windows Embedded POSReady that is XP with enhancements for touch screen Point of Sale systems.

You can read about the hack here: http://www.zdnet.com/article/registry-hack-enables-continued-updates-for-windows-xp/

I’ve been using it for several months with no issues and get frequent security updates. There is a link in the article above to an update in which the author states that the hack will not protect you. I urge anyone considering this to research it and make your own decision.

Regarding the original post -

There are lots of unscrupulous support vendors out there. I was once trying to help an elderly friend recover their lost AOL password. AOL support gave us an 800 number of some real friendly folks who helped me by resetting her password in about 30 seconds then demanded $150 to share it with me. We fought with them for over an hour and finally gave in and paid the extortion fee. So I feel your pain!

I’m glad to have had some computer repair and IT experience so I can keep my old clunkers running on the cheap!