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Thread: When Tech Support/Customer Service Doesn't Help

  1. #1
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    Default When Tech Support/Customer Service Doesn't Help

    Ok, I really lost it with this one. Looking back I might have been out of control, but I was already frustrated to start with. Brand new laptop from HP and it has the BIOS password set. I'm unable to image it because I need to disable Native SATA mode in the BIOS. I think I'm going to have to submit a warranty claim on a brand new laptop for a new motherboard to get past this. Anyway, in a last ditch effort, I contacted HP Support via their Live Chat feature. Here's how it went down: (To keep it family friendly, I edited out the swear words.)

    [Wednesday, April 29, 2009 8:48 AM] -- Automatically generated message:
    This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP desktop systems is available 24hrs a day, 7 days a week. You will receive a response to your support request in 5 minutes or less.

    [Wednesday, April 29, 2009 8:48 AM] -- Automatically generated message:
    For reference, your Case ID is 3605752535

    [Wednesday, April 29, 2009 8:48 AM] -- Automatically generated message:
    A Support specialist, Shaji M S has been assigned to your case.



    [Wednesday, April 29, 2009 8:49 AM] -- Shaji M S says:
    Hello Virgil, thank you for contacting HP Active Chat Support. My name is Shaji and I see you have a question regarding your Desktop. Please give me 2 minutes to review your records. Thank you.

    [Wednesday, April 29, 2009 8:50 AM] -- Shaji M S says:
    Thanks for being online. How are you doing today, Virgil?

    [Wednesday, April 29, 2009 8:50 AM] -- Automatically generated message:
    Detailed system information has been uploaded to the support specialist.

    [Wednesday, April 29, 2009 8:51 AM] -- Virgil says:
    I'm not contacting you from the laptop with the problem.

    [Wednesday, April 29, 2009 8:52 AM] -- Shaji M S says:
    Okay, I see that you have an issue with the laptop, am I correct?

    [Wednesday, April 29, 2009 8:52 AM] -- Virgil says:
    Yes. HP 8530w

    [Wednesday, April 29, 2009 8:53 AM] -- Virgil says:
    How do I reset the BIOS password if I do not know it?

    [Wednesday, April 29, 2009 8:53 AM] -- Shaji M S says:
    Allright, your request was submitted to the North America HP commercial desktop support group. I am trained to handle issues related to HP commercial desktop hardware only. Please be online, I will transfer to appropriate queue.

    [Wednesday, April 29, 2009 8:53 AM] -- Virgil says:
    Thanks.

    [Wednesday, April 29, 2009 8:53 AM] -- Shaji M S says:
    You are welcome.

    [Wednesday, April 29, 2009 8:54 AM] -- Automatically generated message:
    A Support specialist, Kamakhya T has been assigned to your case.



    [Wednesday, April 29, 2009 8:54 AM] -- Kamakhya T says:
    Hello Virgil, thank you for contacting HP e-Solutions. My name is Kamakhya and I see you have a question regarding your Notebook. Please give me 5 minutes to review your records. Thank you.

    [Wednesday, April 29, 2009 8:58 AM] -- Kamakhya T says:
    Thank you for staying online.

    [Wednesday, April 29, 2009 8:58 AM] -- Kamakhya T says:
    Virgil, how are you doing today?

    [Wednesday, April 29, 2009 8:58 AM] -- Virgil says:
    I have a HP 8530w laptop with BIOS password set. I need help resetting the password.

    [Wednesday, April 29, 2009 8:59 AM] -- Kamakhya T says:
    From your message, I understand you are concerned about the removal of BIOS password from the HP Notebook PC with model: 8530w, right?

    [Wednesday, April 29, 2009 8:59 AM] -- Virgil says:
    Yes.

    [Wednesday, April 29, 2009 9:01 AM] -- Kamakhya T says:
    Well, to inform you, HP does not ship any units with any password pre-configured, it is configured by the User based on the company/organization policies. Therefore, since it is a security related concern, we will not be able not be able to assist you resetting the password, you can well try removing the RTC battery or contacting the user which has configured the password.

    [Wednesday, April 29, 2009 9:02 AM] -- Virgil says:
    You are worthless. Thanks for wasting my time.

    [Wednesday, April 29, 2009 9:04 AM] -- Kamakhya T says:
    Thank you for your valuable comments.

    [Wednesday, April 29, 2009 9:04 AM] -- Kamakhya T says:
    Virgil, is there any other technical issue that I may assist you with today?

    [Wednesday, April 29, 2009 9:04 AM] -- Virgil says:
    Go kill yourself!

    [Wednesday, April 29, 2009 9:05 AM] -- Kamakhya T says:
    Well, please note that the chat interaction is being logged.

    [Wednesday, April 29, 2009 9:05 AM] -- Virgil says:
    You've now been infected with swine flu!

    [Wednesday, April 29, 2009 9:06 AM] -- Kamakhya T says:
    Virgil, I hope you are safe!

    [Wednesday, April 29, 2009 9:08 AM] -- Kamakhya T says:
    HP does not ship any units with any passwords configured in it. The only solution we can provide is you can try removing the RTC battery and letting the unit remain for about 15 minutes and then see if the password goes. However, if Stringent security is enabled, the password would not be removed, the unit in that case needs to be taken to an HP Authorized Service Station for the needful.

    [Wednesday, April 29, 2009 9:09 AM] -- Kamakhya T says:
    Vigil, I shall go ahead and close this chat session and send the closure request, please confirm the same. Do contact our Instant Support for any assistance. You may start a new chat session and refer to the Case ID 3605752535. Thank you for contacting HP and have a great day. Kamakhya.

    [Wednesday, April 29, 2009 9:11 AM] -- Virgil says:
    Shove the needful up your ___!

    [Wednesday, April 29, 2009 9:11 AM] -- Kamakhya T says:
    Virgil, please maintain decency of language usage.

    [Wednesday, April 29, 2009 9:12 AM] -- Virgil says:
    S___, D___, F___!

    [Wednesday, April 29, 2009 9:12 AM] -- Kamakhya T says:
    Virgil, I understand your situation at this point of time. However, I request you to avoid usage of offensive language. We are here to help you on any technical issue that you may have in a professional manner.

    [Wednesday, April 29, 2009 9:13 AM] -- Virgil says:
    You are not helping me.

    [Wednesday, April 29, 2009 9:13 AM] -- Kamakhya T says:
    Is this your primary phone number:480-212-####?


    [Wednesday, April 29, 2009 9:13 AM] -- Virgil says:
    You gonna call me?

    [Wednesday, April 29, 2009 9:14 AM] -- Kamakhya T says:
    HP does not ship any units with any passwords configured in it. The only solution we can provide is you can try removing the RTC battery and letting the unit remain for about 15 minutes and then see if the password goes. However, if Stringent security is enabled, the password would not be removed, the unit in that case needs to be taken to an HP Authorized Service Station for the needful.

    [Wednesday, April 29, 2009 9:14 AM] -- Kamakhya T says:
    Vigil, I request you to avoid usage of abusive or offensive language. Else, I would be forced to terminate this chat session.


    [Wednesday, April 29, 2009 9:14 AM] -- Kamakhya T says:
    I apologize Virgil, I am forced to end this chat session due to the unprofessional language used during this conversation.


    [Wednesday, April 29, 2009 9:15 AM] -- Automatically generated message:
    Thank you for contacting HP Instant Support. At this time Instant Support is not available for your technical issue and we regret any inconvenience this may cause. To obtain support information, please go to: http://welcome.hp.com/country/us/en/contact_us.html . Sincerely, the HP Instant Support Team
    Last edited by K7VZ; 12-28-2009 at 02:00 PM. Reason: Removed last name.

  2. #2

    Default

    You should call six oh two seven six six two eight two niner.
    They've always been helpful for my tech support or random Q's

    I like your convo :lol:
    Disclaimably quotastic
    I are photographer
    armchaircrisis.com

  3. #3
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    Default

    I called him and he gave me the BIOS password. Thanks Michael and Chris.

  4. #4

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    That number's good for all kinds of questions. Don't be shy
    Disclaimably quotastic
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    armchaircrisis.com

  5. #5
    Join Date
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    Default

    so it was a standardized password, interesting

  6. #6
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    Default

    No. Sorry to be misleading. I typed out a long reply and it didn't post, so I then retyped the short reply above. I did call Chris, but just to see who's number that was for. I had already figured it out by then.

    I work for Countrywide who was acquired by Bank of America in a hostile takeover. Apparently BofA contract with HP has them set a BIOS password before shipping equipment to us. The official Day 1 was this past Monday. I did some sleuthing and found one of my counterparts in California who knew what the password was and gave it to me. I was able to change the SATA mode and image the laptop, but not before the HP Support Chat gal took a verbal beating.

  7. #7
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    Default

    Heard a good one today.

    PICNIC: Adjective. A problematic end user.
    Usage: "I resolved ticket 123456789, that guy was a PICNIC."
    Synonyms: PEBKAC, ID-10-T

    Problem In Chair, Not In Computer.

  8. #8
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    Default

    I'm level 2. Level 1 is not supposed to contact us directly.

    Karollar, Arun K [1:26 PM]:
    virgil r u there
    , Virgil J [1:26 PM]:
    No.
    Karollar, Arun K [1:27 PM]:
    toni is calling regarding the your ticket no : HD0000015926258
    Karollar, Arun K [1:27 PM]:
    wants to talk to your right now
    , Virgil J [1:27 PM]:
    haha
    , Virgil J [1:27 PM]:
    I don't care.
    Karollar, Arun K [1:27 PM]:
    ihvae the user on the call with me
    , Virgil J [1:28 PM]:
    Tell her we will get to it as soon as possible.
    Karollar, Arun K [1:28 PM]:
    wnats to know why its taking time
    Karollar, Arun K [1:28 PM]:
    as this ticket was opened yesterday
    , Virgil J [1:28 PM]:
    Yesterday was SUNDAY!
    Karollar, Arun K [1:29 PM]:
    the last working day
    , Virgil J [1:29 PM]:
    Go away!
    Karollar, Arun K [1:29 PM]:
    i am sorry
    Karollar, Arun K [1:29 PM]:
    i didnt get that
    Karollar, Arun K [1:31 PM]:
    virgil r u there
    , Virgil J [1:31 PM]:
    No.
    Karollar, Arun K [1:37 PM]:
    user wants to talk to your now and wants to know why u cannot come and resolve the issue now
    , Virgil J [1:37 PM]:
    Hang up.
    Last edited by K7VZ; 12-28-2009 at 02:08 PM. Reason: Removed last name.

  9. #9
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    Default

    It continues.

    arun.karollar@bankofamerica.com [1:44 PM]:
    Hi Virgil ...This is Seema Aruns Team Leader
    Karollar, Arun K [1:45 PM]:
    could you please provide the update on the ticket
    , Virgil J [1:45 PM]:
    Document the ticket and I will address it as soon as possible.
    , Virgil J [1:45 PM]:
    Yeah, I haven't fixed the problem yet!
    Karollar, Arun K [1:45 PM]:
    HD0000015926258 ticket is already logged in
    Karollar, Arun K [1:46 PM]:
    wats the update on it
    , Virgil J [1:46 PM]:
    I'm doing the needful.
    Karollar, Arun K [1:47 PM]:
    cu is asking the tech to get in touch with him now
    , Virgil J [1:47 PM]:
    I will as soon as I can.
    , Virgil J [1:47 PM]:
    I already said that!
    Karollar, Arun K [1:47 PM]:
    can you tell when so the i can inform the user
    , Virgil J [1:47 PM]:
    No.
    Karollar, Arun K [1:48 PM]:
    this tick was logged on thursday
    Karollar, Arun K [1:49 PM]:
    may i get ur sups EXT
    , Virgil J [1:49 PM]:
    480-457-3412
    Karollar, Arun K [1:50 PM]:
    thanks
    , Virgil J [1:50 PM]:
    Don't ever contact me again.
    Last edited by K7VZ; 12-28-2009 at 02:09 PM. Reason: Removed last name.

  10. #10

    Default

    I may not understand all of that but I definitely laughed. Especially the endings :lol:
    Disclaimably quotastic
    I are photographer
    armchaircrisis.com

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