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12-22-2008 08:43 PM - edited 12-22-2008 09:43 PM
I just finished a 10-hour marathon with HP technical support over a DVD burner in my computer that has ceased to work due to hardware failure. I KNEW it was a hardware problem when I first called them earlier this morning. I had already tested it through trying different software programs, different disks, different formats, etc.. Not only that, the DVD drive had ceased to read DVD discs, even store-bought ones. It was really a straight-forward problem with only one solution -- replace the DVD burner which was still under warranty. But NO, I had to jump through every hoop and every test the technical support people could think of -- not only ONCE but TWICE!! We un-installed and re-installed and tested and performed system restore functions. After the first technician gave up, he told me I had to get Internet access to the problem computer so that he could do a remote access to "fix" the problem. I spent a hour getting a wireless router set up and functioning for my computer, but before calling technical support back, I did a Hardware Diagnostic Tools test on my DVD burner (which the technician had never had me do before) and saved the error log so that there would be no question what the problem was; it even included the error codes. But STILL, when I called back with my service ticket number (showing that I had already been through all the tests), the technician insisted on going through them again -- even on re-doing the Hardware Diagnostics Test. It took 2 hours more!! and when we were through, my computer would barely function. He wasn't able to do a remote access because the computer would barely run, there were no system restore points left, and he had all my auxilliary hardware unplugged. I was so FRUSTRATED! In the end, he connected me to the hardware people who put in an order to have a new DVD burner sent out to me. Bottom line -- it took me 10 hours and a lot of work to get the technicians to come to the same conclusion I had from the beginning -- the DVD hardware was malfunctioning.
My question: Why do the HP technicians have to make their customers jump though hoops over and over and over just to come to the logical conclusions that were obvious from the start?? I need a way to give a customer satisfaction survey or a complaint to the HP managers. Why are there no such things??
12-23-2008 02:50 PM
12-24-2008 12:47 PM
I to have been given the run around.
I purchased a referbed HP with a 90 day warranty on 11/15/08, HP refused to honor the 90 day warranty, I have called around 10 times and each time I had to go through the hoops repeating all that was said and recorded each previous time, I asked to talk to the supervisor a number of times to no avail.
I have received 17, yes 17 emails saying they will take care of this on a priorty basis, still NO RESPONSE.
Maybe we all should buy another product in the future, I hear Dell is very good.
12-24-2008 05:26 PM - last edited on 12-25-2008 09:23 AM by DaniW
Here is my ticket number: If anyone can do something, fine. I have spent to many wasted hours with NO results.
Not even the courtesy of the promised phone call.
12-25-2008 05:48 PM
the HP Tech Reps are from India and
we have very great difficulty of understanding them
and they have a procedure to what
HP has intructed them
and the have some kind of instructions
what your trouble is
they are not the experience tech that
use to be once in the USA which HP
went the cheap way and cut their cost
and you may or not get the result from them
it probably better go to authorized repair
service near your area if you are close
by may have to travel which is up to you
but the forum is here to help folks like you
some of us are computer literate to very tech savy to
very techinlogicaly advance
hope some you folks get good luck here
but for warranty service we cant provide here
but advise of steps
i do work in retail that also sell computers and other add-on
stuff like printers to extenal devices to software
and I have heard many things happens
it is advisable that you take steps to give
yourselves some assurances explained below
and most of all get an extended proctection
for your computers and add-on devices
complianing about the HP tech reps and threatening
here will not resolve you issues here
you need to take you complaints to the proper channel
for example contact HP through their site which located
at the bottom of the page to contact them
www.hp.com that is there site main page
you will find at the left bottom page the last colum
under customer support
good points or advice..
Aslo if the questions or issues solved please check it
Thanks and you are welcome _____ Rick