How to handle a HP tech chat session...funny and real story

Just thought you guys would find this funny, here's the basic idea of what my most recent chat experience was like.

HP: Thank you for contacting HP. Please give me a moment to review your inquiry.
Me: Ok.
HP: Ok, I see that your optical drive is not working, is that correct?
Me: Yes, it was just replaced as well. The replacement reads DVDs fine, but emits a high pitched whine. I cannot use it, it is too painful to hear.
HP: Have you tried updating the drivers.
Me: Yes, this problem is seen across 3 separates OSes as well.
HP: Do you have another optical drive to swap and test?
Me: No...I don't own another laptop like this.
HP: Can you try using the same discs in another computer?
Me: Yes, my girlfriend owns a laptop and it works fine. It isn't an nc8430 though.
HP: Do you have another nc8430 nearby? We really need to isolate the issue.
Me: Well, my girlfriends laptop is a D820 from Dell. The discs work fine with her laptop.
HP: Please give me a moment.
HP: Okay, we're going to send you a replacement drive.

And the conversation continued. Anyone notice when they changed their tune?

 

When you mentioned the Dell?

 

Yup...I hate to have to pull the low-blow card out of my hand, but when the replacement drive for the original failed drive doesn't work either, you tend to get annoyed.

 

Yes, I understand completely.

Nice to know it worked.

 

I was just wondering how doe we start a chat session with an HP representative?

any help will be appreciated...

 

http://welcome.hp.com/country/us/en/contact/chat_1.html

Go there, and navigate through the list of products until you reach the page where you enter your personal info to chat with an HP Online Rep.

 

When I first got my laptop, I had a problem getting my external monitor to work, so I tried that HP chat. It would not work on my laptop (9000t). I had to use my desktop to do the chatting. The main problem was my external monitor was upstairs, so I had to keep running up there to try everything.

I should have told them the chat client only worked on my Dell.

 

Well, as an update...I finally got my replacement drive, and within a day it fails again. HP is really starting to upset me, and I'm calling them and asking for a NEW AND NOT REFURB replacement drive tomorrow.

First drive dies...
Second drive emits a high pitched whine...
Third drive is a year older than my laptop...

And the 3rd drive is starting to go now too.

 

Wow, that's pretty bad quality for HP. On the other hand, I'm pretty satisfied with HP's CarePack services.
Remember I had this issue with my switch cover:
http://forum.notebookreview.com/showpost.php?p=1912015&postcount=803

So, I called HP and explained the problem. They decided to replace the switch cover for me, but it took them 10 days to get that part in (most probably because I ranked the case as low impact to business). It did came in today and the technician came over and replaced it first thing in the morning. I'd say that's pretty good service. Only Dell could beat that.

 

I understand 100% I had a simular experince

 

It's official...the drive is hosed. I just died when I was running an installer...

 

Alright, discussion continues here...