Read this about HP support before buying

11/08/2007 01:49 PM -----
<[email protected]>
11/08/2007 01:44 PM

To

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Subject
HP Real-time Chat Transcript

Thank you for your recent use of HP Real-time Chat Support. For your
records, we have provided a complete transcript of your chat session
below.

NOTE: Please do not reply to this automatically generated message.

If you need further assistance, you can initiate another chat session at
http://www.hp.com/support/chat, or you can access other HP support options
at http://www.hp.com/go/assistance.

For information on keeping your HP and Compaq products up and running
please visit http://www.hp.com/go/totalcare.

Chat Transcript Begins Here
--------------------------------------------------------------
Me
http://ipgweb.cce.hp.com/IPGNA/caller/initsessionpage.html

Joseph
Hello x

Joseph
Welcome to HP Total Care for Pavilion Notebooks. My name is Joseph. How
may I assist you today?

Me
Hello! My name is x and I recently purchased a notebook from HP. I
have had problems with the machine rebooting by itself from the beginning
and at one point it would not boot at all. Even the recovery partition
would not work even after pressing F11. I called tech support and they
sent me the recovery dvds which I recd yesterday. However that fails as
well with an error - have already tried twice.

Me
s/n: xxxxx
p/n: xxxxx

Me
I am getting really frustrated please advice

Joseph
I will surely assist you in this regard.

Me
bought the laptop in sept 2007

Joseph
Please let me know from where did you purchased the notebook from?

Me
recd in October 2007

Me
hpshopping.com

Joseph
Did the notebook ever worked fine without any issues?

Me
not really

Joseph
Did this problem start after the installation of any specific Software or
Applications? ..... Or when any changes were made to the System?

Me
the first time I started the machine it crashed within hours

Me
i have not installed anything on it

Joseph
Since how long are you facing this issue with the notebook?

Me
since i bought it...as I said I received it in Oct and so since then

Joseph
Please provide me with the Order number and the Phone number you used to
purchase the notebook.

Me
ok 1 sec

Me
H1xxxxxx

Me
my home phone is xxx xxx xxxx (edited by JK)

Me
Address is
xxxx xxxxxx
xxxxxxx (edited)
xxxxxxx

Joseph
Thank you for the information.

Joseph
Could I have 3-4 minutes of your time while I search the information for
you?

Me
ok

Joseph
Please provide me the phone number with which you used to order the
notebook from HP.

Me
what do you mean?

Me
i already gave it to you

Joseph
Please recheck the phone number you had provided to me as this is not
matching with my database.

Me
is it xxxxxxxxxx? that's my work nbr

Me
or xxx xxx xxxx my cellphone

Joseph
Please hold on while I check the information.

Joseph
Please provide me the phone you used to order the notebook from HP.

Joseph
None of these numbers are matching with my database.

Me
huh?

Me
i dont have any others

Me
you said you already checked and my home does not match?

Joseph
Please provide me with the correct phone number with which you ordered the
notebook.

Me
xxx sss ssss?

Joseph
Is this the number from where you ordered the notebook from?

Me
how is this possible? the first time when I called customer service there
wasnt any issue

Me
is there any other way to validate my info?

Joseph
I am checking for the order status of the notebook.

Joseph
So we need the exact number to validate the status of the notebook.

Me
not sure what you mean but I already have the notebook

Me
i am looking thru all the emails and there is no number listed on the
receipts that i got...just my name and address

Joseph
As the notebook is new, I am trying to replace this is the notebook is
under 20 days old.

Joseph
Please let me know from which number did you provide the CC information.

Me
are you asking which HP # I called? It was an online order

Joseph
xxxx, Please provide me the number which you used to place the order
for the notebook and the Order number for the notebook.

Me
i already gave you the order #

Me
!!

Me
HXXXXXXXXXX

Joseph
I am trying my best to help you in this regard.

Me
i just logged on to hp and am looking at my order and there is no phone
number listed! what can i do??? its not my fault...i have already given
you every phone number i use

Me
ORDER CONFIRMATION NUMBER: Online Order XXXXXxxxx
09/29/2007, 07:58:08 PDT


Order summary

Joseph
Do you remember from where you ordered the notebook and provided the CC
information?

Me
HP Pavilion dv9500t customizable Notebook PC
Genuine Windows Vista Home Premium (32-bit)
Intel(R) Core(TM) 2 Duo processor T7700 (2.40 GHz, 4 MB L2 Cache, 800MHz
FSB)
17.0' WXGA+ High-Definition Ultra HP BrightView Widescreen Display (1440 x
900)
$50 Off upgrade from 1GB DDR2 System Memory (2 Dimm) to 2GB DDR2 System
Memory (2 Dimm)
256MB NVIDIA GeForce 8600M GS
HP Imprint (Radiance) + Fingerprint Reader + Webcam + Microphone
Intel(R) PRO/Wireless 4965AGN Network Connection and Blu ...(truncated)

Me
I placed the order ONLINE from work

Joseph
I need that phone number with which you contacted the HP Phone support.

Me
this is incredible...i keep telling you that it was an online order!

Me
i have never called HP phone support

Me
even when i contacted tech support the first time it was using chat

Me
the last 4 digits of my CC are xxxx (edited by JK)

Joseph
So you did not speak with any phone support agent while you placed the
order for the notebook?

Me
NO...ONLINE ORDER!!!!

Me
Everything was done over the web

Joseph
Okay.

Joseph
Could I have 3-4 minutes of your time while I research on the problem?
That should help me assist you better.

Me
sure

Joseph
Thank you.

Me
be right back

Joseph
In this regard, I recommend you to contact the HP Support at this
following link: http://www.shopping.hp.com/webapp/shopping/help.do#

Me
what do you mean?

Joseph
I am trying to help you the best way.

Me
what is it that you need?

Joseph
Please Contact HP Shopping chat support and if possible they will be glad
to replace the notebook to you.

Me
how can chat support replace the notebook?? i thought it would be the tech
support?

Joseph
If the Phone number matches in my database, I would be glad to replace the
notebook for you.

Me
but sir, this is crazy!

Joseph
The link which I provided you is the HP Shopping Chat support where they
deal with the Sales and Orders.

Me
why did we not have a problem with the first tech support chat?

Joseph
I am advising the best way to resolve the issue.

Me
i have given you everything i know

Me
is it xxx xxx xxxx?

Me
is it yyy yyy yyyy?

Me
zzz zzz zzzz?

Joseph
But if you want, I can place a mailin repair in which the notebook will be
repaired for free of cost and cannot be replaced.

Me
aaa aaa aaaa

Joseph
Okay.

Joseph
please do stay with me.

Me
bbb bbb bbbb

Me
in fact I'd like to return the notebook

Me
are you there?

Joseph
Yes I am with you.

Me
ok thanks

Joseph
I am checking with all the Phone numbers you provided to me.

Joseph
But nothig is matching with my database.

Me
i can give you the credit card #

Joseph
Please donot provide the CC information.

Joseph
We have no rights to take the CC information.

Me
can you give me a hint for the phone nnbr? last 4 digits perhaps?

Me
maybe i typed the number wrong when i placed the order?

Joseph
If I have the details, I would not have troubled you all this way.

Me
but there's got to be an alternate way to do this!! people's phone numbers
change all the time!!

Me
I cannot possibly be holding on to a $1700 deadweight

Me
so you cant pull up my order? OR you can see it but cannot tell me what
you see?

Me
OR can you see parts of it??

Joseph
As you have purchased the notebook from HP Shopping, I recommend you to
contact the HP Shopping Department at this following phone number: 1 (888)
999-4747 or by contacting the Live chat support at this
link: http://www.shopping.hp.com/webapp/shopping/help.do#

Joseph
They will be glad to replace the notebook if possible.

Me
the link you are giving me is the same one I used to contact you

Joseph
No, This is the link where you contact the HP Shopping agents who deals
with the Sales and Orders..

Me
dude...i just clicked on the link and it took me to the same page

Joseph
I will be with you online, Please login to that chat tool to chat with the
Chat support agent to resolve this issue.

Joseph
XXXX, are you with me?

Me
yes

Joseph
Did you contact them?

Joseph
They will surely assist you in this regard.

Me
trying to contact them

Joseph
Still not connected?

Me
nope

Joseph
Okay.

Me
finally

Joseph
Please let me know whether they are able to support you or not.

Me
ok

Me
am talking to them

Joseph
Please do refer this session ID for any future assistance.

Joseph
Here is the SessionID: 100110111944cccccccc.

Me
ok...is there a way i can get a transcript of the chat session?

Joseph
Sure.

Joseph
This is the session ID of this chat session.

Joseph
Please provide this in you future correspondence.

Joseph
I hope this information will be helpful for you.

Me
ok...and where can i go to get the transcript or whom should i write to?

Joseph
Okay, I will send this chat transcript to your email ID.

Me
ok

Joseph
Is there anything else I can assist you with today?

Joseph
Please provide me the email ID.

Me
[email protected]

Joseph
Thank you for contacting HP Total Care Real-Time chat support. If you
need further assistance, please contact us again at:
http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7
days a week.

Joseph
Bye and Take care.


--------------------------------------------------------------
Chat Transcript Ends Here

I have crossed out some of the personal info...but this is what I have had to go through. Prior to this, I got dropped 3/4 times, kept on hold > 1 hour, came across a tech support who ridiculed me, transferred from one person to another 5 times during ONE call.

 

Before we get started, you forgot to remove your name completely from the transcript.

Anyways, HP, or any big name computer retailer are all known for shoddy customer support. People want cheaper laptops, and thus the companies cut costs by outsourcing support. Apart from that, I would call HP on their customer service line. I was able to set up a return in about 10 minutes without any difficulties.

 

I don't even care anymore about my name...not sure what to think about this...i couldn't get past the stupid IVR because I have an accent.

 

So you waited 2 months to do something about the problem?

 

what makes you think i waited 2 months?

ordered the machine in sept 2007, recd it in oct 2007, and now its the beginning of November....have been working with tech support since the beginning until I got this hero who took the cake.

 

Oh, well excuse me, I must have mis read that.

But no need for this "nitwit" to help you out

Good luck

 

Sounds like a bad hard drive from what you started explaining to the guy (geez that support guy was an iiiidddiiooottt, I'd be frustrated/pissed too). If you have a Vista anywhere cd you can try doing a clean install (follow Orev's directions in the sticky at the top of these forums), I did it with mine and it worked great....although I didnt have issues like you've been having. One thing you can try is pulling out your primary hard drive and check the connectors and re-seat them.

I'm glad I can fix most stuff myself because if I had to deal with this level of support I'd go postal. If ya post more details on your problem we might be able to help ya out.

-Reby

 

was there really a person on the other end? maybe they are using a automated chat tool or something.....

I think the AI would be a lot better than this person

 

Go online to you hp.com account profile and see what phone number is listed under your billing and shipping address. It doesn't make sense that the numbers wouldn't match up. It makes less sense for them to be such a pain about a stupid phone number.

My experience with the online chat was pretty crappy too, but on the sales side. The sales CSR chat rep said it was not possible to configure a dv9500z with an hdmi port even though it is.

Anyways, I would just call and deal with a live person over the phone. Just keep pressing 0 and maybe you get a live person and out of the phone system.

 

Next time just call up and ask for the case manager if you dont get any progress within 10mins.

Companies that outsource are idiots. Always about more money in their pockets, and never any customer responsibility.

 

Companies that don't outsource only cater to niche markets.

There are three main components to a company: price, quality, and service.

If two of them are good, the third one's bad.

 

wow... its like the tech support gets worse by the hour

 

I agree it's better to call them directly and ask for the highest person you can talk too. Don't even bother talking to their tech support just ask for their supervisor or case manager. In your case, you shouldn't have a hard time since you only own it less than a month. I have a 2 years old notebook have problem with it HP can't fix it transfer me to case manager got a brand new notebook. HP tech support suck but they have the best case manager

 

All,

I just came across a friend who had the same problem. His was solved very quickly after he went to the BBB. I will be doing the same...

 

wow. that is so messed up