AAARRRGGGHHH!!!!!!!!!!
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| Thu, 10-14-2004 - 1:17am |
That's what I have to say after dealing with Customer Service! LOL!
My HP laptop needs repairs, and is under warranty. I call Circuit City's protection department, and get someone who's accent is so strong that I can't understand him (which is fine, except when I have to talk to you on the phone about a $1200 piece of equipment). Then, it turns out he knows nothing about computers. He also has the short-term memory span of Keith Richards. I would say something, and he would be silent for up to 3 minutes, after which I would say "Hello???" He would then *always* respond with "So, what was the problem again?"
I tell him I'm having two problems; it's overheating, and the LCD screen keeps going black (seperate issues that happen at different times, not related). He tackles the overheating problem first, by having me start in Safe mode; he thinks it's a virus. I try explaining to him that a computer virus doesn't leave burn marks on your leg, and that I've seen enough overheating to know what the problem is, but I humor him. Sure enough, it happens in Safe mode as well. He doesn't seem to understand that this is possible, and tells me that I must leave it running in Safe Mode for an hour, to see if the problem persists, and then call back. Um, it's overheating and shutting down; I *can't* leave it on for an hour!!!
So I try tackling the LCD problem, since it's flat-out a hardware issue, and needs to be serviced by them. Einstein tells me he can't address that problem until the virus problem is resolved. Okay, ONE: I don't have a virus, and TWO: Why the heck not? Is it perhaps because you have no clue what I'm talking about? Just ship me the stinking box and let me send it in, since that's what it needs! He tells me that the screen is also probably acting up because of the virus, despite the fact that he hasn't even let me tell him what the screen is doing yet; he must be a member of the Psychic Network.
I didn't even bother telling him that I need to pay to have them fix a USB port while they've got it; I figured he'd just tell me that the port had fallen out of the computer because of....
...wait for it...
...the virus.
This guy was just the 3rd or 4th guy in Customer Service to tick me off this week, and I though I'd have a breakdown; Sprint and Chaco did it to me earlier that day, so I was feeling a little psycho, LOL! This is also the second time they've jerked me around; when my Sony laptop died, Sony said it was CC's job, and CC said it was Sony's job, so I now have a $2000 paperweight. I'm never buying protection coverage again; it's been a waste, although I do hope that this time they'll be able to resolve it with the next call. I'll save the money, and risk paying for repairs myself next time.
Sorry: just had to cyber-scream before calling them back tonight, so that I'm nice and relaxed, LOL!



LOL, I know it isn't funny right now but it will be later and that I feel that if you and I could meet we would be friends......
I haven't had that bad of a deal but I have talked to the over seas personel too. I think one of the buttons on that "if" recording should be "if you would like to talk to an English seaking person who at least knows what a computer is, please push 9"
When I come away from some of those calls I just wish that at least I would know some cuss words in another language.......lol.....
I bought an extended warranty for a frig once it cost $169 way back when I really didn't have the money to replace the frig. Well that was the last time (except for the computer) that I ever purchased it again. 2 weeks after that warranty wore off the frig needed to be fixed. It cost $90. The frig new was something like $299, like I said it was some years ago.
I don't regret getting it on my computer because it did help me even though I found out after Dell replaced something that it wasn't even broke.....(red face). But now it is going to run out next month. Will this computer hold on till Longhorn comes out? Hope so.....
I found this on Geek.com about overheating HP laptops and about a recall but wasn't sure what yours was but you can check it out. http://www.geek.com/news/geeknews/2000nov/gee20001130003098.htm
As far as your screen, it goes black and won't come back on? It isn't just asleep? What about checking for updated video drivers?
Have a nice day !.
So, yeah, I know what you're saying. I've gotten so I bypass the first tier techs and demand to speak with their supervisors. It's just not worth the crap you have to go through. You have legal rights since it's under warranty. Have you tried going down with your laptop, in person? Since they are abusing you on the phone, can you go to the store where you bought it? And talk to the manager about the runaround and know-nothing people you're dealing with on the phone? Just a thought.
Today's style of customer service is to do as little as possible, drive you nuts, and not have to do anything that would cost the company money. I've found I have to be really aggressive about getting service I PAID FOR, which is ridiculous. In CA there is a powerful consumer advocacy agency in the state gov't too, and I've gone to them a few times when a company was not meeting its responsibilities to me. Often only takes a phone call from them to the company in question...
Anyway, good luck and I hope you get resolution and your computer is back up & running properly.
Just adding sympathy and a few ideas...
Gypsy
Blessings,
Gypsy
)O(
Thanks for the link Janet!
Karen
Mom to Kristen (17) Chloe (7) & Connor (6)
I've thought about going to someone else about the first laptop, the Sony; I might try a consumer agency.
Karen
Mom to Kristen (17) Chloe (7) & Connor (6)
Ok your problem...
1.unplug the LCD screen from the PC and then power the LCD screen only up. The screen should come on and dispaly a warning that it is not plugged in or not connected to the PC. If the screen does this for a period of time say five minutes without shutting off, then the screen is fine. If you get no message or no screen whatsoever with it not connected to the PC then there is a good chance the screen is bad and needs to be replaced. Good luck in getting a warranty repair for any LCD screen you buy.
2.Overheating.. The power supply is bad and needs to be replaced, you can do this your self it is rather simple, but it does need to be replaced. Again good luck in getting warranty work.
Warranty not working?
Easy fix, contact your state attorney's generals office and file a consumer complaint. Fill out all the paper work, document everything. Then watch how fast you get that new PC fixed.
If you don't like your foriegn untrained, uncertified tech support then do something about it on election day. If you don't, then I won't help you either.
disgusted in America
Ed