Hp Support.... Does it exist? Not for me.... [ Edited ]

[HpNoSupport]

Nov 25th - Purchase of HP Touch Smart system (Christmas gift for my Wife and Kids)

Dec 1st - System Crashs. Restore. Crashs again, Take system back to place of purchase to find none left. They send it off to HP to be "looked at"

Dec 17th System returned with Motherboard and Hard drive replaced. Perfect lots of time to rap it and put under the tree.

Dec 25h Very happy Wife and Kids!

Dec 28th System crashs. Luckily still had all the family photo's on the old computer (8yr old IBM... hmmmm) Restore system.

Jan 1st. System freezes. Continual loop of "cannot find disk drive. Hit Cntrl-Alt-Del to restart"

Jan 2nd Call HP Support - Tech tells me to restore system. Which i do.

Jan 3rd System Frozen again "cannot find disk drive. Hit Cntrl-Alt-Del to restart" Call Tech Support. get Anita (she was only good thing in this experience. Very helpful) She does a bunch of stuff takes over the computer and restores system. Works ... then during updates ... crash ... "cannot find disk drive. Hit Cntrl-Alt-Del to restart" Anita informs me to also fax off a copy of the receipt as they cant find the system under warranty. (funny since you already replaced the motherboard and hard drive, but OK sure) Call back on Jan 4th and we can get this escalated and fixed for you. Great

Jan 4th Contact HP Support. Sorry I see that we have received the prove of purchase however the warranty department has not yet updated it. (OK this is getting just plain stupid) Asked to transfer to someone who can get this done. over the next 2 1/2 hours IM transferred between sales/tech support/ and software training. (I didnt know HP even did software training) 3 times i was transferred and system booted me out..Finally get someone back at support who asks me to explain the problem and then tries to get me to restore the system. After a few minutes (heated on my part) he says there is nothing he can do for me and to call back tomorrow and the information will be updated and this issue can be finally resolved.

Jan 5th Contact HP Support. Anyone want to guess what happens?.... That's right first he tries to tell me to restore my computer (after i explain all of the above) I say screw that give me  your manager IM done talking . He transfers me I get a "manager" who informs me that the ticket has been escalated but that he will escalate it further, and that someone will contact me 6pm est tomorrow to go through the process of repairing the unit, and perhaps exchanging it... Ok fine at least IM finally getting some where right?

Jan 6th 6pm no call.... 7pm no call.....7:10pm... OK maybe they are just super busy let me call them

 Contact support....explain the problem .... have i restored the computer?...... UGGGGGGGGGGG

Asked for a manager... transferred to a different country....who cant do anything for me....

Contact support.... explain the problem and tell him not to ask me to restore the computer...Asked for a manager and specify I am NOT in the US. Dont transfer me to a US support manager they cant help me.... "sure hold a few minutes while i contact you"

US support Manager comes on... Sorry I cant help you but they will contact you tomorrow.

Congratulations HP! all the years of using your Laptops and Printers and supporting you when I was in Computer Sales. GONE in 1 week. Funny thing is I was offered an Extended warranty from the BestBuy i purchased the unit and I said no I have had HP for years and they always been helpful.

OH how times have changed.

[HpNoSupport]

Oh the story continues....
Finally got to send the unit off and got it back within 4 days! Soon as i boot it up it crashs doing system updates. I call HP and they tell me that it could me microsofts website. Ok fine. I try again tomorrow. System failure hard drive cannot be found. Did they fix anything? I call back and talk to rep who sends me another box. They call me back and say that the parts are back ordered and I won't get the computer back until Feb 14th. Ok...I call the manager back and she says i have to wait, which I'm ok with but what if it comes back not repaired? She says then they will send it out again and that I have a repair warranty so they will repair it...really? Like the first few times? I get her executive manager and she says that if it's not repaired this time she will look at other options. Perfect. Feb 7th she calls and asks me how my computer is? I say i have no idea you still have it. She replies that it was dropped off to my house today. Funny because I was home all day! She then asks me to call ups and ask status of my machine. A few minutes later she calls back saying she was looking at the wrong unit and that the parts are back dated until march 31st. She will call me Tuesday with what they can do to get this resolved for me.
Tuesday evening i call her, sorry I will call you tomorrow (wednesday) with what we can do for you. Ok fine....grrrrrr
Wednesday I call her, oh sorry I need to call you tomorrow with a resolution....

I can tell you the resolution.....never NEVER EVER buy an HP again!!!!!!!!!

[Ben95111]

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HpNoSupport wrote:
Oh the story continues....
Finally got to send the unit off and got it back within 4 days! Soon as i boot it up it crashs doing system updates. I call HP and they tell me that it could me microsofts website. Ok fine. I try again tomorrow. System failure hard drive cannot be found. Did they fix anything? I call back and talk to rep who sends me another box. They call me back and say that the parts are back ordered and I won't get the computer back until Feb 14th. Ok...I call the manager back and she says i have to wait, which I'm ok with but what if it comes back not repaired? She says then they will send it out again and that I have a repair warranty so they will repair it...really? Like the first few times? I get her executive manager and she says that if it's not repaired this time she will look at other options. Perfect. Feb 7th she calls and asks me how my computer is? I say i have no idea you still have it. She replies that it was dropped off to my house today. Funny because I was home all day! She then asks me to call ups and ask status of my machine. A few minutes later she calls back saying she was looking at the wrong unit and that the parts are back dated until march 31st. She will call me Tuesday with what they can do to get this resolved for me.
Tuesday evening i call her, sorry I will call you tomorrow (wednesday) with what we can do for you. Ok fine....grrrrrr
Wednesday I call her, oh sorry I need to call you tomorrow with a resolution....

I can tell you the resolution.....never NEVER EVER buy an HP again!!!!!!!!!

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Okay.

Have you plugged in any new hardware besides the Power cord and the mouse?

If you have, when you plug that in, it should install the device software.

Try to isolate the problem.

If it's not hardware, it's an internal issue.

Try disconneting ALL things from the computer except Power cord and the USB Keyboard Receiver.

Try booting the computer,

if it gives teh same error it may be another issue besides the motherboard and hard drive.

Reply back with results.

[Hiddenvision]

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HpNoSupport wrote:
I can tell you the resolution.....never NEVER EVER buy an HP again!!!!!!!!!

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You have it in a nut shell.

Make best effort to return the item for full refund and look at another brand.

Sony appear to have a stable platform.

Hv.

[CynthiaB]

I have to agree with you guys.  I have a 13 yr old Dell that still works great.

Cynthia in NorCal

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Hiddenvision wrote:

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HpNoSupport wrote:
I can tell you the resolution.....never NEVER EVER buy an HP again!!!!!!!!!

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You have it in a nut shell.

Make best effort to return the item for full refund and look at another brand.

Sony appear to have a stable platform.

Hv.

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