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• Hardware

By Sally Watson, 30 January 2002 10:25

NEWS Hewlett-Packard has claimed 98 per cent of its Pavilion customers are happy with its policy of storing Windows XP recovery data on the hard drive. The computer manufacturer ran into a storm after it scrapped bundling back up CDs in favour of storing the files in a hidden partition on the hard drive. Dave Brabham, HP Pavilion product manager, told silicon.com: "HP has a targeted customer base and we think our recovery process is best for that base. This way, consumers don't run the risk of losing or damaging the disks." Pavilion users complained that damage to the hard drive from virus attack, deliberate partitioning or upgrade would result in losing the data - leaving users without a reliable recovery method. "[Our policy] is better for 98 per cent of our customers," said Brabham, "although the more technically savvy of our users will still want discs and we have a process in place for them." But some customers are still struggling to prise the disks from HP's grasp. After contacting customer support several times, PC owner Shaun Walmlsey was told on 15 January that recovery CDs were not available for the Pavilion range. Undeterred, Walmlsey pointed to several references - on HP's own website and silicon.com - that suggested the disks are available upon request. HP customer support wrote to Walmlsey two days later, saying: "HP is concerned about the needs and requirements of its customers. HP is going to issue recovery CDs to its customers sometime next year though it will not be displayed on the HP website and you will have to check it out personally with our customer care centre." Another Pavilion owner told silicon.com of a similar experience. "I was told I would be mailed a set of recovery CDs back in mid-December. It's almost February and I have received nothing from HP, except a headache." HP's Brabham said he is reasonably confident any problems in the customer services department had been ironed out. "It is a new process and there has been a certain amount training involved," he said. "But I think the process is robust and provides our customers with what they need."