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DPChallenge Forums >> General Discussion >> HP tech support ...YOU stink!
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07/22/2008 01:09:55 AM · #1
I have been having problems with an HP laptop and since I'm certian the extended warranty is up I went on their website to do a live chat and get ideas on what to do.

...little history...the laptop would suddenly shut down and when you turned it back on it would reinstall the ENTIRE hard drive. Then the monitor started acting up too. I sent it in while still under warrenty but all they fixed was the monitor. I tried to fix the hard drive myself but couldn't get the recovery CD to work so now I am contacting HP.

The first rep had me run a bios hdd test, and said since it could take an hour I should contact them if I need more help. Ok, so I run the test and it fails, I log back on to the site and we pick up there with Katelyn...actual copied transcript

Katelyn: All right.
Katelyn: Let me explain you in this regard.
Scott Bacon: k
Katelyn: It means that the harddrive of the notebook has gone bad.
Scott Bacon: great
Katelyn: Could you please provide me the Serial Number and Product Number of your Notebook? You may find that on a sticker attached to the underneath of the Notebook..For example * Product Number as (eg:DS542U),* Serial Number as (eg: CNS34915MC).
Scott Bacon: s/n cnd6210g66
Scott Bacon: p/n ez579ua#aba
Scott Bacon: hope that is right, I'm reading it upside down
Katelyn: Ley me check it out for you.
Katelyn: Thank you for the information.
Katelyn: From my data base I find that your notebook warranty was expired on 07/05/2007
Scott Bacon: that sounds right, I bought it from my navy store with an extended warranty but that might be expired now too
Katelyn: I understand your concern.
Katelyn: If you wish I will help you in purchasing new harddrive for your notebook.
Scott Bacon: question.,..
Scott Bacon: when I got the system I made a recovery CD, could I use that CD on any hard drive and it will restore it to the original setup?
Katelyn: No. You cannot.
Scott Bacon: what is my option then please
Katelyn: You need to purchase a new harddrive for your notebook.
Scott Bacon: ok
Scott Bacon: how much do they turn
Scott Bacon: run
Katelyn: If you wish I will arrange a new harddrive for your notebook.
Scott Bacon: I won't be able to buy it for probably two weeks but I would like to know how much it would be so I can adjust my budget, if possible
Katelyn: Sure.
Katelyn: I will let you know the cost of the harddrive.
Scott Bacon: thank you
Katelyn: It costs you $319.60
Katelyn: It is my pleasure assisting you.
Scott Bacon: does that come loaded with windows like it was when I got it?
Katelyn: I am afraid, You need to install Operating System in your harddrive. It will not be loaded on your notebook.
Katelyn: Am I clear?
Scott Bacon: but I can't load it because the recovery files are on the second partition of the original hard drive. The paperwork that came with it said to make a recovery bootable CD in case of failure. I did but it won't work
Scott Bacon: it didn't come with any disc's for recovery or system. So I'd have to buy a new OS and load it all?
Katelyn: No. not necessary.
Katelyn: It is my pleasure assisting you.
Katelyn: Is there anything else I can assist you with today?
Scott Bacon: I'm confused
Scott Bacon: you say I will have to load the software myself and not necessary to purchase new OS but the only OS the system came with is on the now faulted hard drive.
Scott Bacon: what good would buying a new blank hard drive do if I have no software to load on it
Katelyn: Let me know if you ahve received any disc along with notebook?
Scott Bacon: the only disc that came with the laptop was a free blank CDR laser scribe cd...which I promptly used to create bootable recovery cd
Katelyn: Let me check specification of your notebook.
Scott Bacon: thank you
Katelyn: Thank you for your time.
Katelyn: Let me know have you created recovery disc for your notebook?
Scott Bacon: yes I have one, I have booted to it and a recovery software shows up but it always says there is a problem and never fixes the hard drive.
Katelyn: You can install the Operating System using the recovery disc on the new harddrive.
Scott Bacon: thank you, I will give that a shot...can I get an emailed transcript of this so I have the hard drive price in case I forget?
-----------------
am I just being stupid or did katelyn seem a little bit out there? I tried to make sure I gave details about what I did and had in mind but I guess I just didn't get through to them.

On the plus side I have another hard drive that I might be able to recover the files to. Really ticks me off cause it's a 17" monitor and I love the system.

Anyway...just had to vent, have a great day everyone.

07/22/2008 01:19:24 AM · #2
Katelyn sounds like she may have been having trouble with her meds, or the english language.

I just bought an HP desktop, and have that same recovery partition. They are happy to sell me a set of disks.

Seems a bit rediculous when they could put the recovery disk info on a DVD or two. I can buy ink jet printable DVDs from Frys 19 cents each (in quantities of 100). Surely HP can get a better price than I can. So for 38 cents or less in savings they give you a recovery system that can die when your hard drive goes. All that to increase their profit margin 0.018%. Unless, of course I spring for the recovery disks from them. I'm also impressed with the fact that the manual is in PDF format on computer. Really helpful if you can't get the computer to boot up.

Isn't that just special?
07/22/2008 07:18:37 AM · #3
four letters: w-e-e-d
07/22/2008 07:32:02 AM · #4
lol meds or drugs do sound like they could be the problem (or maybe solution). Of course "katelyn" could be very busy and helping more than one person...naaah I like the other idea better.

I am also going to find the main customer service contact and forward them a copy of it, maybe I will highlight similar things, like how many times I mentioned the recovery cd then her asking if I made one, just to bring out the point a little better. I love the first part when I tell her my hard drive test failed and her response is "let me explain you in the regard"...lol.

I will try and recover to a different harddrive later this week and hopefully be good.

ambaker...do you know...if I recover to a hard drive, does it automatically create the new partition AND install the recovery section too? I doubt it but am wondering...hmmmm
07/22/2008 07:53:24 AM · #5
Little unfair to equate the lady to HP Tech Support.... ;-)

In their defence I must say that I have had exceptional support from HP Tech Support every time I had problems. They impressed me and solved the issues each and every time.

This Katelyn, just BTW, are most probably sitting in her native India where most of the industy's technical support comes from in any event.

Now, not to hijack your thread, but if you want Tech Support that really stinks, try Norton.
07/22/2008 08:08:15 AM · #6
Originally posted by docpjv:

Little unfair to equate the lady to HP Tech Support.... ;-)

In their defence I must say that I have had exceptional support from HP Tech Support every time I had problems. They impressed me and solved the issues each and every time.

This Katelyn, just BTW, are most probably sitting in her native India where most of the industy's technical support comes from in any event.

Now, not to hijack your thread, but if you want Tech Support that really stinks, try Norton.


IMHO you have started with two products(companies) that have a reputation for poor tech support and poor quality products. Norton is known to suck, and so are HP laptops which have one of the poorest quality reputations of the larger companies that produce laptops.

The US army allowed soldiers to purchase HP laptops through a program several years ago when my brother was in and many of the soldiers bought them. As it made it easier to do the online college courses they needed. More then 50% of the laptops had some sort of catastrophic failure of the ones that we bought by his unit. Some as soon as 3 weeks after recieving. These werent cheap ones either. Over $1K each.

Norton on the other hand has a reputation to not work with just about any other program known to man. The work arounds I've seen to make some of the most common programs work is just astounding.

Matt
07/22/2008 08:51:08 AM · #7
I agree the slightly broken English sounds like the support tech was probably in India. In '03 I called HP tech support as the rubber side grips on my Ipaq 2215 Pocket PC were peeling off. A common problem with that model, many people were experiencing it. The tech was clearly out of country and did not understand what "rubber grips" were, nor was familiar with this issue for this model. A few days later I received a battery door in the mail. The next time I called, I got someone in the US and they knew exactly what I needed.

I can understand to some extent what is happening. These call centers are third party companies, the support reps are supporting many products and are likely just someone hired to answer the phones. However, if we got the level of tech support we think we deserve, we might not be willing to purchase the item at the resulting price.

I know we have some members of this forum that live in that part of the world. I wonder if they may have a perspective on this topic?

Message edited by author 2008-07-22 08:52:46.
07/22/2008 09:05:33 AM · #8
Could be worse, it could be Compaq support...oh wait...nevermind...
07/22/2008 09:12:02 AM · #9
Don't ya just love being part of a global economy.
07/22/2008 09:28:18 AM · #10
When our tech support first moved overseas, the English skills of the person on the other end were frequently so poor that I would have to hang up, telling the support person, "I just can't understand what you're saying."
07/22/2008 09:47:17 AM · #11
A good trick in Canada to get routed through to a Canadian tech support person is to hit #2 for French in the phone menu system. You just have to know enough French to get yourself the rest of the way through the menu system, but each time I've gotten to the human, he/she is willing to speak English with me. I suppose the same may hold for web chat, and Americans might be able to use the trick with Spanish?

Canadian techs are willing to deviate from "the numbered list" and short-cut straight to the problem at hand.

:-)
07/22/2008 09:51:16 AM · #12
Originally posted by Strikeslip:

A good trick in Canada to get routed through to a Canadian tech support person is to hit #2 for French in the phone menu system.
:-)


I am not certain about this Slippy, but I was under the impression that requests for french were automatically transferred to some call centre in France, where as you know the french may vary dramatically from what we have here.

Ray
07/22/2008 09:56:25 AM · #13
I have also heard that you can "request" Spanish and will get someone that speaks English. well.
07/22/2008 10:08:44 AM · #14
Originally posted by RayEthier:

Originally posted by Strikeslip:

A good trick in Canada to get routed through to a Canadian tech support person is to hit #2 for French in the phone menu system.
:-)


I am not certain about this Slippy, but I was under the impression that requests for french were automatically transferred to some call centre in France, where as you know the french may vary dramatically from what we have here.

Ray


Merde
07/22/2008 10:16:47 AM · #15
You know scott $319 is a bit of an overkill for a harddrive you can get them MUCH cheaper and get a better one. From your model number I went to HP's site and see that you have a 40 GB enhanced-IDE hard disk drive (4200 rpm), and they $319.60 for a new 40GB HDD... CRAZY

Here are some better drives for you.

WESTERN DIGITAL 160GB - $65.90
WESTERN DIGITAL 250GB - $99.90

Link to harddrives that match your system.

07/22/2008 10:31:12 AM · #16
Originally posted by RayEthier:

Originally posted by Strikeslip:

A good trick in Canada to get routed through to a Canadian tech support person is to hit #2 for French in the phone menu system.
:-)


I am not certain about this Slippy, but I was under the impression that requests for french were automatically transferred to some call centre in France, where as you know the french may vary dramatically from what we have here.

Ray

Hehe. I've always ended up speaking to someone in Quebec. ;-P
07/22/2008 10:33:47 AM · #17
Yeah i have to agree with Dirt Diver here....those prices are ridiculous...if you really enjoy the laptop that much, spend the $100 on the HDD and then buy vista or XP and load it yourself. Overall it will still be cheaper to get the OS and drive this way rather than paying HP's crazy price!

Originally posted by Dirt_Diver:

You know scott $319 is a bit of an overkill for a harddrive you can get them MUCH cheaper and get a better one. From your model number I went to HP's site and see that you have a 40 GB enhanced-IDE hard disk drive (4200 rpm), and they $319.60 for a new 40GB HDD... CRAZY

Here are some better drives for you.

WESTERN DIGITAL 160GB - $65.90
WESTERN DIGITAL 250GB - $99.90

Link to harddrives that match your system.
07/22/2008 10:34:24 AM · #18
HP like many others have their call centers in India which would explain the sub par English skills... that said I'e had some very good... and very bad experiances with them
07/22/2008 10:46:01 AM · #19
I deal with HP on one of their Enterprise solutions. It isn't just one lady. Its the company pretty much (in my opinion). Their website is absolute crap and has been for as long as I can remember. (I believe I first went there in 96). Trying to find printer drivers, software patches, and even FAQ information is is nearly impossible.
07/22/2008 10:51:46 AM · #20
I lost all respect for HP when they stopped making their own calculators.

The 48GX was the last one worth a damn.
07/22/2008 02:45:35 PM · #21
There are good and bad things about each company and you will find that out. I don't deal with customer service when it comes to things like computers just because I know what I am doing but not everyone has that going for them. So here is something to think about, (everyone will have something different to say), I love HP products. I have never had a problem with them and if I do and the product is over a year old then I will just buy something newer. For example, I have a HP C6100 color printer that is amazing when printing pictures and even prints better than most professional sites but I am limited up to an 8*10. I have a HP laptop that is great for browsing the net and watching movies. I have CS2 loaded on there so I can edit when I am away and I have no problems with it but it's over a year old. Should something happen to it I will just sell what I can and buy a new one. Techonolgy changes so fast these days and if you were to go buy a top of the line machine by the time you got it home there would be a better one in the making. From the looks of your machine I would say that it's older than 2 years so in my opinion it's time for a new one.

Right now you could get 2 times the memory, 3 times the hard drive and 4 times the processor from what you have now. Here's a thought, you spend $100.00 on a HDD, $100 or so on a new OS and you have pretty much the same computer you started with. OR... you buy a $30 HDD (or a cheap 40GB-80GB HDD), load an OS (I have XP cd's out the yingyang), save your money for some time then sell the whole thing on ebay. Take what you get from the laptop and go buy you a new one. Trust me it will be well worth it. Then load all your stuff on to it and go from there.

Here are some laptops that I would buy.
HP Pavilion dv9700z series

07/22/2008 03:49:35 PM · #22
I have an HP Media Center PC and six months after I bought it I started experiencing problems with the hard drive. The retailer that sold it to me said that it was not their problem and I had to contact HP. That's where the real nightmare began! Eventually, another 6 months later, they finally agreed to arrange to pick my PC up for a thorough check, after first insisting that a quick-fix over the phone would work. The eventual diagnosis? Hard drive and motherboard were dead and buried and needed replacing.

Since then, touch wood, everything has been great but I'm 100% positive that the ulcer I am now nursing was compliments of HP tech support! :-)

When this PC goes to lala land, I'll definately not be buying another HP.
07/22/2008 04:08:58 PM · #23
My first desktop, which replaced my much beloved Atari 130XE (how old does that make me feel), was an HP. After about three months I started having issues with the video card. I contacted HP for warranty service and was told I had to provide a credit card number. When I asked why I was told that parts were covered, but the time of the technician was not covered under the warranty. I asked to speak to tech support, was transferred to tech support and promptly was asked for a credit card number again. This time I was told tech support is not "free" and is not a service covered by my warranty. I went back to the warranty department and asked them to mail me a replacement video card. They asked for my credit card number again to cover shipping and handling. I read the part of the warranty that covered shipping and handling and was told that it only covered if I shipped the entire computer. I asked how much shipping a video card would be, after a few moments the warranty service rep came back and said S&H would be $98. Where is that shipping from? I asked. That will be coming out of the Missouri warehouse. I asked for the part number for my records. She gave me the part number. I hung up called my local computer store, told them I needed a replacement video card for an HP********* and gave them the part number. They ordered one, had it in two days later and it only cost me $63 dollars.

I've never bought anything with HP's name on it since.

Message edited by author 2008-07-22 16:10:43.
07/22/2008 04:15:07 PM · #24
I HATE MY HP.

Oh sure it's got bells and whistles up the wazoo, cause it's a PC, but I now say PC stands for Piecea Crap. It has to download security features every damn day, after a lifetime on Mac I find it stupid and clunky. I only got it cause my brother said it was a good buy.

But I smartened up fast enough and got an old iMac with wi-fi and a giant hard drive and more RAM on the way, so I can't get rid of this thing fast enough.

Anyone want it, it's got Intel Pentium Dual-Core Inside, Windows Vista and Lightscribe.

I paid $680 for it Cdn. Will sell for $500 Cdn plus shipping.
07/22/2008 07:32:41 PM · #25
Just to let everyone know sometimes it's a fluke that you get a lemon, sometimes it's something you have done and not know it. Hardware 99% of the time if it goes bad it's not your fault. If the machine goes bad within 3 months then yes I would say there is a problem there. Maybe when you buy something from a store you try to get an in store warranty or purchase the extended warranty. I used to HATE to piss money away on extended warranties but I have a theory, if an item costs more than $250 I get the 1 year warranty. If it's more than $500 I will get a 3 year if I can. Some people just buy things and not research anything. 99.9% of the time I will search EVERYTHING before I buy. I will ask questions, email people that have what I want or check consumer reports. I look for extended warranties, special deals and extra little things to give me the advantage. But that's what I do... Not everyone likes to do that and some people can afford to piss away money. I don't!


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