Presario users still hot over freezes
Published: 05 Jan 2000 09:44 GMT
Despite a Compaq-issued patch, many Presario 5800 and 5900 series users are still unhappy. 'It seems like a bad build,' one analyst says.
A number of Presario 5800 and 5900 series customers who purchased machines in the past few months have reported inexplicable freezing of their PCs. And while Compaq, which pegged the issues as being caused by a lack of system resources due to a high number of applications running in background, has responded to the issue, some of its customers remain unsatisfied.
Compaq issued two software fixes, which it calls SoftPAQs and at the same time posted two tutorials showing users how to free system resources to its Web site. The FAQ, FAQ3555, is posted on the Compaq support Web site.
"(The) patches are available, but let me assure you that they do not work other than to make the entire system more unstable," said a 5800 series user from Canada.
"I have plenty of system resources. I have done everything (Compaq tech support) have asked, SoftPAQs, Quick Restores, memory replacement and now they are going to replace the system board. Right now (the PC) still locks up and the only thing running in the background is the what Windows must have running," said a Presario 5900Z owner who contacted ZDNet News. "The bottom line is if this doesn't work ... then I want my money back and if I don't get it then I am taking Compaq to court."
Another 5800 user reported that his machine continues to freeze with Service Connection running in background, even after the updates were installed. Service Connection is a Compaq service and support application that runs in the background while a customer is connected to the Internet. It receives software updates and can install them on a user's PC.
Compaq officials said Monday that those users who install the SoftPAQ updates should do so as part of a two step process where they also upgrade their BIOS software. The BIOS or basic input output system is software that provides a bridge between a PC's hardware and operating system.
But analysts say customers have the right to be unsatisfied. "It seems like a bad (software) build," said Rob Enderle, a vice president and research leader at Giga Information Group in San Jose, California. "In theory, what Compaq should probably do is release a new build and before they get too much stuff on (the computer), have people re-image the machines."
A software build or a software image is the package of software, consisting of an operating system and applications, installed on a computer at the factory. PC makers generally develop and then extensively test these packages before releasing PCs.
"I think it's a result of poor testing," Enderle said. "They should have been able to resolve that. That's the whole point of doing those tests before (a machine) gets to customers. That's why (customers) buy a branded system."
For users who are having a number of problems, Enderle offered advice. "If the machine is brand new, I'd just take it back," he said. "Why go through the aggravation?"
At least two customers have taken their machines back. One woman from New Jersey sent an email to ZDNet stating that she returned a Presario 5878 in exchange for a PC from a different manufacturer.
"How could they expect to sell a new computer and then do maintenance on it. I did as all the other complainers did -- took it back," she said.
The Presario problems may affect more users than the company previously thought. Presario Customers who purchased 5600 and 5700 series PCs in the past year report having similar experiences with their PCs, according to a number of emails received by ZDNet.
Compaq officials said Monday they will issue a low system resources update via Service Connection for owners of these PCs.
"There are no known issues with 5700 series in terms of lockup, said Hedy Baker, a Compaq spokeswoman. However, PCs with a number of programs running in background can behave erratically, she said.
"Just to be proactive, we're going to send out a (low system resources) Service Connection update to those customers," she added
Richard Watson, a Presario 5630 customer, returned his PC after it continued to freeze after multiple attempts at both hardware and software fixes. "The replacement is an HP 8590C and it is a jewel, no major problems, and minor problems have been handled professionally and in a customer friendly manner by HP," he said.
Many other Compaq Presario owners also contacted ZDNet to complain about their PCs freezing. One ZDNet reader, for example, reported freezing problems with a Presario 3060 model, purchased in 1997.
One enterprising Presario customer, Bob Johnston, was able to fix his a freezing problem with his Presario 4840 PC on his own by upgrading the drivers for its ATI video card, via the support Web site of the card's manufacturer, ATI Technologies. Johnston also forwarded a post from the Compaq support forum concerning ATI graphics chips used in Presarios.
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