Bear, Diah and Pasha

HP Support is a Joke

Posted on the February 25th, 2010 under Bear time by Papa Bear

[CAUTION! This is a very long entry. Read on your free time. Names have been changed for obvious reasons] I was having a problem with my HP notebook and I decided to contact HP online support. My problem was due to a message that kept on popping up every few seconds:

One of the USB devices attached to this computer has malfunctioned, and windows does not recognize it.

It all started when I disconnected my USB modem after using it and suddenly the computer tried to scan for hardware drivers and then failed followed by the message above. That’s when I contacted HP…

[Wednesday, 24 February 2010 11:44 PM] — Automatically generated message:
Thank you for using HP’s Instant Active Chat Support. Our Chat Support is provided free during your warranty period. Your request has been received by our Technical Support Center, and has been queued. Support for HP Notebooks, Desktops, and Printers are available 24 hours a day, 7 days a week. You will receive a response to your support request in 5 minutes or less.

Starting from Jan 1st, HP will stop free support for out of warranty Consumer Notebook . And from Feb 1st, No free support for out of warranty Commercial Notebook. Alternatively, you have the option to seek self-help support from our website at www.hp.com/go/bsc or you can bring your notebook to Service Center for chargeable support.

[Wednesday, 24 February 2010 11:44 PM] — Automatically generated message:
For reference, your Case ID is 4610956850

[Wednesday, 24 February 2010 11:45 PM] — Automatically generated message:
The HP Support technician, Abeeba B has been assigned to your case.

Note the start time: 24 February 2010 11:44 PM and Abeeba B was assigned to my case.

[Wednesday, 24 February 2010 11:45 PM] — Abeeba B says:
Hello Papa Bear, thank you for contacting HP Active Chat Support. My name is Abeeba and I see you have a question regarding your Notebook. Please give me 2 minutes to review your information. Thank you.

[Wednesday, 24 February 2010 11:50 PM] — Abeeba B says:
How are you doing today, Papa Bear?

Those are automated greetings. The two minutes took actually about 4 minutes. Anyway, she needed the time to read about the problem that I was having and I guess 4 minutes were being used to seacrh their knolwledge base, assuming that they have one, or google-ing it up…

[Wednesday, 24 February 2010 11:51 PM] — Papa Bear says:
not so good. the popping up message is annoying

[Wednesday, 24 February 2010 11:51 PM] — Papa Bear says:
and i could not use my mouse and my webcam

[Wednesday, 24 February 2010 11:51 PM] — Abeebaa B says:
I shall try my best to assist you.

[Wednesday, 24 February 2010 11:51 PM] — Abeeba B says:
Before we proceed, could you confirm the following details:

1. Primary contact number: 0123456789

2. Country you are currently located: Malaysia.

[Wednesday, 24 February 2010 11:53 PM] — Papa Bear says:
yes

[Wednesday, 24 February 2010 11:55 PM] — Abeeba B says:
Are you referring to the notebook with the following information:

Serial Number: CNU93294K4
Product Number: VM567PA#UUF
Model: Probook 4310s.

[Wednesday, 24 February 2010 11:55 PM] — Papa Bear says:
yes

[Wednesday, 24 February 2010 11:56 PM] — Abeeba B says:
Let me know the Operating System installed on the Notebook.

[Wednesday, 24 February 2010 11:57 PM] — Papa Bear says:
windows 7

[Wednesday, 24 February 2010 11:58 PM] — Abeeba B says:
Thank you for providing the required details.

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