HP support has some customer care problems I believe.
I purchased a HP 4458 Pavilion for my wife's small
business. This is the third Pavilion have bought for
home or office use. I have also bought or recommended
3 Pavilions for friends. The 4458 started failing as
soon as I set it up. Having worked with computers
since 1964 I spent several hours trying to resolve the
problems. The failures varied but all were
catastrophic usually requiring a power cycle. The
failures occur in many programs including Microsoft
Word, Win98 date time setup, online service,
rebooting, and installing Microsoft Office. I called
HP Support on my nickel, as required, many times.
These people are competent but are restricted to a
process of isolating a software or hardware module
failure before sending out a repair persons. I have
been instructed to do 3 hard drive formats including a
hard format from DOS. The recovery CD was used to
reinstall all of the factory software including Win98.
I also ran hardware diagnostics 3 times with no
failures. The performance properties show that more
than 80% are available. After several days of
troubleshooting with HP Support the technician said we
needed to try just one more thing, a DOS format of the
hard drive. He implied that if the hard drive was OK
then HP would take some action to fix the computer.
After the hard drive format with no errors we were
told that our Recovery CD must be bad. I thought this
was strange since I know there is error checking on
the CD reads and any errors would have been reported
by the driver and there were none. We have tried
everything the technicians have in their
troubleshooting tree. We all know that diagnostics are
not perfect. I am stuck! It seems that unless I am
able to find a particular hardware module that fails I
must continue in an apparent infinite loop calling HP
Customer Care long distant and being told to try the
same actions with no resolution. I can see why HP
does not want to shotgun problems by sending
technicians out several times until the problem is
found but I feel that HP must take more responsibility
for their warranties. My wife is desperate to get
the computer working next week or she must go out and
buy another and I feel certain that it will not be a
HP computer if it is not fixed before then.
In article <[log in to unmask]>,
Alan Yeo <[log in to unmask]> wrote:
> Hi folks
>
> I have just been told by the Brio Support Centre in Europe that it is
a
> 3K problem that the modems supplied with the Brio's can't be nailed
down
> to 19200 and thus connect to a 3K.
>
> Before I raise hell, I thought I would seek advise from the list just
to
> make sure its not me being stupid.
>
> We just purchased a new Brio Business PC Bundle, mainly so that I
could
> do more development and remote support from home. The bundle was
> advertised as being network ready, and Internet ready with an integral
> 56K V90 modem.
>
> First problem when it arrived was no network card, a quick phone call,
> some mumbling about network ready meaning it was readily capable of
> being networked, rather that ready to network, but was promised a
> network card, which duly arrived next day.
>
> Configured the M/C loaded my normal terminal emulator, dialled up a 3K
> got a connect at 9600 from the modem, all seemed fine. Took it home
for
> the weekend from where I was monitoring an MPE/iX 6.0 upgrade for a
> customer. But whenever I tried to connect to the remote M/C It always
> connected at 22K or higher so the HP wouldn't talk to it. Nothing I
> could do to the modem configuration or the TE configuration made any
> difference. The other modems at home would all work fine though.
>
> Back in the office Monday double checked all the configuration
settings,
> compared them to other M/C's and Modems in the office no difference.
> Every other setup with a V90 would connect but not the Brio Modem.
>
> OK so I call the Brio Support Centre, and tell them the problem. They
> seem very confused that I might be using a Business Brio to connect to
> an HP Server via dial-up, but listen to the problem.
>
> They then ask if the modem will make a connection to the Internet, I
say
> yes, and proceed to connect, they say well if it will connect to the
> Internet the modem is working fine and quote "we only guarantee that
the
> modem will connect to the Internet" I say where in the documentation
for
> the Brio does it say this, no real answer but a statement that as far
as
> the support centre were concerned if it will connect to the Internet
it
> is working O.K and if I want to do anything else with it its up to me
to
> resolve.
>
> O.K says I, I don't mind configuring a modem can you tell me where the
> documentation for the modem is, as there was no manual and nothing on
> the CD's for it. Much mumbling and the suggestion that as I was
> obviously only a user I consulted my Network Administrator who would
> have the documentation. Explained that I had all the documentation,
and
> might after 20+ years be capable of configuring a modem if there was
any
> documentation.
>
> It was then suggested that the modem was OK and that I contact the 3K
> support team as it was obviously their problem that It wouldn't talk.
I
> declined this offer, and explained that it was virtually irrelevant
that
> there was a 3K server on the far side of the other modem and that it
was
> the HP fast modem that was not working correctly.
>
> Back around the loop, "but it connects to the Internet it is working
> correctly", "tell me where its says that", "if you want to do anything
> else its up to you", "OK where is the documentation", until after an
> hour and various "let me consult someone" I was told that someone
would
> email a website address from which I could download the documentation.
>
> Now 4 days later I haven't heard a thing.
>
> Have I solved the problem? yes. Yesterday I ripped out the HP Modem,
put
> in a US Robotics 56k V90, fired it up and was connected and working in
> three mins.
>
> Is it me folks?
>
> Alan Yeo
> [log in to unmask] Just because you're paranoid
> Phone +44 1684 291710 it doesn't mean someone isn't!.
> Fax +44 1684 291712
>
Sent via Deja.com http://www.deja.com/
Before you buy.
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