Is HP Email Technical Help Desk Helping

Recently, I'd decided to upgrade the processor of mine HP Pavillion S3323W Slimline, from the old AMD Athlon 64 x 2 4800+ (B) 65 Watt to the newer AMD Athlon 64 x 2 5600+ (B) 65 Watt.

After doing so, When I boot up my system, the BIOS did not recognised the newly installed CPU, even though I am already using the latest BIOS version, which means the CPUID for the AMD Athlon 64 x 2 5600+ (B) 65 Watt was not updated into it.

Hence i emailed HP Helpdesk for assistance, requesting them to get it updated, attached below are the emails...

Dear Tard,
Thank you for contacting HP Total Care.
I understand from your email that HP Pavilion Slimline s3323w Desktop PC does not recognise the CPU since a processor upgrade.
I greatly appreciate that you have forwarded your concerns and given me a chance to assist you with this matter. I will certainly help you in this regard.
Tard, this could be due to incompatible processor upgrade.
Based on the information provided by you, I have thoroughly analyzed the issue and found that the PC is bundled with Athlon 64 X2 (B) 4800+ 2.5 GHz (65W), 2000 MT/s (mega transfers/second), Socket AM2. The PC is bundled with Acacia-GL6E motherboard.
For more information on the motherboard please visit the below URL:
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01321559&lc=en&dlc=en&cc=us&product=3644722
Note: Please do not click on the link. Copy and paste the complete link in the address bar of the Internet Explorer.
I regret to inform that the motherboard supports a maximum upgrade of
Maximum approved processor: Athlon 64 X2 up to 65 Watt Athlon 64 up to 65 Watt Sempron up to 65 Watt Supports up to 2 GB RAM
This is the reason for the error message to pop up.
The above information should be helpful to you. If you need further assistance, please reply to this message and we will be happy to assist you further.
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,
Nicole HP Total Care

Up to this point, I see Nicole has got 2 mistakes on advising me, first the stated motherboard actually supports up to 4GB RAM which was in HP online reference (http://h10025.www1.hp.com/ewfrf/wc/document?docname=bph03886&lc=en&dlc=en&cc=us&lang=en&product=3644722).

Secondly, I had already stated very clearly that I am holding the same line of product specification for my AMD processor, the only differece is in the speed. Its suppose to work in my pc, unless the CPUID is not updated to that of the AMD Athlon 64 x 2 5600+ (B).

I returned mail comfirming my processor;

Hi Nicole,
for your information, I've contacted AMD, the Athlon 64 x 2 5600+ (B) is (65W), 2000 MT/s (mega transfers/second), Socket AM2, except for speed, all the rest of the specs are exactly the same as the Athlon 64 x 2 4800+ (B), so please get it updated into the bios... I've done all proper care into my findings as what specifications to the processor I should be using...
Thanx

HP replied:

Hello Ka Tard,
Thank you for writing back.
I would like to inform you that you can maximum install any of the below mentioned processor in the PC.
*Athlon 64 X2 up to 65 Watt *Athlon 64 up to 65 Watt * Sempron up to 65 Watt
This is HP tested Information for smooth functioning of PC.
If you install any other processors then you might experience an issue such as
a) Malfunction of the Power Supplyb) Malfunction of the Motherboard in the PC.
However, you can install the BIOS update for your PC, from the below weblink:
ftp://ftp.hp.com/pub/softlib/software10/COL23275/pv-60496-1/sp37367.exe
Installation Instructions = = = = = = = == = = = = =
1) Click the Install Now button. 2) If a Security Warning window appears, click Yes to install the GetDownloadManager plug in. A download window opens. 3) The download automatically starts: * Click Pause to hold the download process. * Click Resume to continue downloading from a paused state. * Click Exit to pause and close the download window.Note: If the download is interrupted for any reason, it can be continued by double-clicking its HP icon on the desktop.* When the download is complete, the download window closes and an installation window opens. 4) Follow the instructions contained in the installation window to finish
I believe the above information will help you. If you need further assistance, please reply to this message and we will be happy to assist you further.
Sincerely,
George HP Total Care

I replied:

Hi,
I know what I am having on hand now is a Athlon 64 x 2 65 Watt 5600+ (B), does this link of the bios you are giving me contains the DATA updat i need? Please CHECK before replying my mail... LOOK HERE, I have got the processor that is up to the requirements, is the BIOS? Stop giving me junk reply. Give me a comfirmation!!! A Bios with the latest AMD Athlon 64 x 2 65 Watt AM2 5600+ update.
This is the info from AMD direct. The processor is fully compatible with s3323w unless HP has not update it into the BIOS. Please Stop wasting my time and get things done. Comfirm with me that the BIOS is updated to that specification before giving me that link.
Thanx

HP replied:

Hello Ka Tard,
Thank you for writing back.
I would like to inform you that if you install the compatible processor/ any other peripherals there is not need of separate BIOS because, BIOS which is preinstall in the PC will help you to detect the device/ peripherals installed in the PC directly. If you have not installed the compatible peripherals then only the BIOS will not detect it in the PC.
However, after installing the processor in the PC if you are experiencing any issues, then I request you to get back to us at any time and we will be happy to assist you further.
Sincerely,
George HP Total Care

I replied:

Hi George,
I do know what you mean by that, the processor was detected, but not recognized by the bios, because the data needed to work with the processor was not programmed into it yet... I have this problem 2006 once with a DIY system, MSI motherboard setup, I emailed them, took them only 2 weeks to get it updated and my processor was able to work on that board... One of my cohorts had this problem with Asus, the problem was solved after the proper data was updated into the bios...
I am managing an IT company, Nebula Enterprise, I set up LAN gaming centers and office servers for clients in Singapore, I know what is needed, clearly, I know what I am asking for. Gigabyte's motherboard's bios was also having the same problem a few months back for Model: GA-MA74GM-S2H, their motherboard was not identifying the latest processor, but after they had a new updated version of the bios, it can.
Follow the link below and you will see me explaining better.
http://www.gigabyte.com.tw/Support/Motherboard/BIOS_Model.aspx?ProductID=2775
So, PLEASE... Get your people over there working, AMD already told me you have the info needed to get it updated!!! The AMD 64 x 2 5600+ (B) AM2 socket is exactly rhe same series as the default AMD 64 x 2 4800+ (B) AM2 socket used in HP Pavilion Slimline s3323w...!!!
Get your people working, not treating us consumers like idiots, we're no longer like 10 years back, getting shrug off with a simple excuse... We are technically well versed enough...
Thanx...

HP replied:

Hi Ka Tard,
Thank you for writing back.
I sincerely apologize the inconvenience caused to you in this regard. Moreover, I appreciate your patience demonstrated. I am glad that you have given me an opportunity to assist you and I assure you of my complete assistance and undivided attention to resolve the issue. I am sorry to know that one of our loyal customers had to experience such a challenging situation. Additionally, your response serves us a valuable feedback to enhance the quality of our customer service.
Ka Tard, I would like to inform you that the Motherboard in your PC supports the following processors:
* Athlon 64 X2 with Dual Core technology (socket AM2) * Athlon 64 (socket AM2) * Sempron (socket AM2)
I am not sure whether the AMD 64 x 2 5600+ (B) (AM2 socket) processor is compatible with your PC or not. Also, I wish to inform you that HP does not have any tested information regarding this. However, to isolate the issue I recommend you contact the local phone support.
Ka Tard, we at email support are only authorized to support the technical queries with in our scope of support. We do not have any tested information regarding your issue. Therefore I request you to kindly contact the Phone Support Team in this regard. For your convenience, I am providing an alternate phone number to contact our HP Phone Support Team.
Phone Number : 1800-272-5333 and 6272 5300Schedule : Mon-Fri 9am to 9pm 9am to 3pm (Saturdays) 9am to 9pm (Eve of Public Holidays) Closed on Sundays and public holidays
Alternatively, you can visit the Web site given below for a list of available phone numbers to contact HP.
NOTE: Out of warranty products do require a fee.
http://welcome.hp.com/country/sg/en/contact_us.html
The idea of redirecting you is not to disappoint and let you down from our support. We are also bind by the limitations and I am sure our phone support technicians will be happy to assist you in this regard. I hope you can understand our limitations and scope of support.
Once, again I apologize for any inconvenience caused in this regard.
If you need further assistance, please reply to this message and we will be happy to assist you further.
Sincerely,
LisaHP Total Care

Obviously, I am getting to no where at this point with them...
How and what are we ending up with, when the support needed when it is not there???