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 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: laptop_support_en@mail. Support. Hp.com
To:
Sent: Sunday, January 13 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 15:37: 20 EST
To: laptop_support_en@MAIL. Support. HP.com
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: laptop_support_en@mail. Support. Hp.com
To:
Sent: Sunday, January 13 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 18:06: 38 EST
To: laptop_support_en@MAIL. Support. HP.com
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: laptop_support_en@mail. Support. Hp.com
To:
Sent: Monday, January 14 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 20:26: 37 EST
To: laptop_support_en@MAIL. Support. HP.com
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: laptop_support_en@mail. Support. Hp.com
To:
Sent: Monday, January 14 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.
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