How to get proper tech support

Hi,
I've become pretty frustrated with HP tech support after spending many hours with them trying to fix a problem with my dv5z. My CD tray keeps ejecting by itself, and I've talked with them at least five times and each time I have ended up without a solution. They have either given me advice that seems hopeful but in the end doesn't work, or their advice is dumb and just a waste of time, or I get disconnected while talking with them for some reason. Their final solution (which I haven't been able to complete yet because of the disconnections) is to send me a replacement DVD drive, but I'm skeptical that this will actually solve my problem. So does anyone know how I can talk to someone who actually knows what they're talking about so I can get this fixed? I've already spent a disproportionate amount of time on this.

Thanks,
Wesam

 

If the replacement dvd drive costs 0 money, then the time/money ratio is perfect, you wont waste any money OR time with that.

Else, the DVD drive's connectors inside the lappy must be making a bad contact and therefore ejecting the tray...

 

Try rigging up a portal to a parallel universe, you never know they might even give a toss there

 

My dad's zd8000 DVD tray randomly ejects when the laptop is oriented a certain way. It just started doing it about 6 months ago. It is probably a bad drive.

P.S. What brand is your DVD drive? My dad's zd8000 has a H-L Data Storage brand drive. (I'm trying to see if there is a drive brand correlation to this problem).

-J.B.

 

Hopefully, the techs you have been talking to have been keeping some kind of record of your calls/transactions.

My suggestion would be to try the following:

1) Remove power cord and battery
2) Press power button and hold for 5 seconds
3) Flip notebook over and find the screw(s) that corresponds to the optical drive. They should be designated by a disc looking image that is made into the plastic.
4) Unscrew all screws that correspond to the drive
5) Once the screws are removed, gently work the drive to eject it from the notebook entirely. This may include using a paper clip to manually eject the drive depending on manufacturer and model.
6) Now, reinsert the drive and make sure that it is properly and completely plugged back into the notebook. Then, re-screw in the screws to complete reconnecting the drive.
7) Replace the battery and/or power adapter and turn on the notebook to see if the problem persists.

If this does not work. My next suggestion would be to either use the HP Tech Chat (as I have found this to be a better contact medium then phone calls) or call in and immediately request a Case Manager and be adamant that you have tried several other tech support several times and still have a problem. The Case Manager will be your best bet at either a replacement part or be able to tell you were an HP supported tech location near where you live is so that way you can walk it in and have it checked out.

BBGus

 

What I meant was that I'm spending so much time on a relatively small problem (even if it is really irritating). I spent around two hours today talking to four different people, and going through the whole process of giving them your name, e-mail, model number, product number, describing your problem, describing what you've previously attempted, getting put on hold, getting transferred etc. so many times is exhausting. And I don't think that the fact that it's free makes it any less difficult.

Also, J.B. the drive's brand is TSSTcorp (Toshiba/Samsung) and I don't think that orientation has any effect with mine. It seems to happen at random.

 

I have a case number so everything that I've done is recorded and attached to it. And I've already tried removing and reinstalling the drive. I've also tried resetting the upper and lower filters, and also reinstalling the driver, but nothing has worked. I've also used their online chat twice but I don't think they were actually knowledgeable, I'm pretty sure they were just reading from an instruction manual. I will try what you suggested about requesting a case manager though.

Thanks

 

This might be a stupid suggestion or it mightn't, but have you tried to keep a record of the times this issue has arisen? E.G. what programs were running, keys you were hitting, web pages were opened and if you see a pattern, try to reproduce this pattern to see if you can make it happen.

 

Also, it is hit or miss. I personally try to use chat more then calling if I need help as I am a PC Technician. Yes, a lot of the time you are getting a guy who copies and pastes a lot, but occasionally you will get a guy like I did. I ran into Robert out of Indiana I believe that helped me through a problem. He didn't copy and paste and he answered all my questions well enough for me to understand what I was doing wrong and what was wrong with the system. From then on, I now request him whenever I go into a chat.

BBGus