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.)

-- 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.

-- Automatically generated message:
For reference, your Case ID is 3605752535

-- Automatically generated message:
A Support specialist, Shaji M S has been assigned to your case.



-- 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.

-- Shaji M S says:
Thanks for being online. How are you doing today, Virgil?

-- Automatically generated message:
Detailed system information has been uploaded to the support specialist.

-- Virgil says:
I'm not contacting you from the laptop with the problem.

-- Shaji M S says:
Okay, I see that you have an issue with the laptop, am I correct?

-- Virgil says:
Yes. HP 8530w

-- Virgil says:
How do I reset the BIOS password if I do not know it?

-- 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.

-- Virgil says:
Thanks.

-- Shaji M S says:
You are welcome.

-- Automatically generated message:
A Support specialist, Kamakhya T has been assigned to your case.



-- 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.

-- Kamakhya T says:
Thank you for staying online.

-- Kamakhya T says:
Virgil, how are you doing today?

-- Virgil says:
I have a HP 8530w laptop with BIOS password set. I need help resetting the password.

-- 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?

-- Virgil says:
Yes.

-- 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.

-- Virgil says:
You are worthless. Thanks for wasting my time.

-- Kamakhya T says:
Thank you for your valuable comments.

-- Kamakhya T says:
Virgil, is there any other technical issue that I may assist you with today?

-- Virgil says:
Go kill yourself!

-- Kamakhya T says:
Well, please note that the chat interaction is being logged.

-- Virgil says:
You've now been infected with swine flu!

-- Kamakhya T says:
Virgil, I hope you are safe!

-- 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.

-- 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.

-- Virgil says:
Shove the needful up your ___!

-- Kamakhya T says:
Virgil, please maintain decency of language usage.

-- Virgil says:
S___, D___, F___!

-- 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.

-- Virgil says:
You are not helping me.

-- Kamakhya T says:
Is this your primary phone number:480-212-####?


-- Virgil says:
You gonna call me?

-- 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.

-- 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.


-- Kamakhya T says:
I apologize Virgil, I am forced to end this chat session due to the unprofessional language used during this conversation.


-- 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

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:

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

That number's good for all kinds of questions. Don't be shy ;)

so it was a standardized password, interesting

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.

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.

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.

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.

I may not understand all of that but I definitely laughed. Especially the endings :lol:

I fixed the problem in 5 minutes. Reinstalled the sound driver to fix corrupt files.

Yur havin a rough day Virgil. That is some funny stuff.

Dozzer wrote:Yur havin a rough day Virgil. That is some funny stuff.

Nah, I just get violent when you combine Help Desk and India.

hah V youd die at my work. Im the only American on my team the other 9 people in the room are all from India. I also have to deal with offshore calls, meetings with banks from countries ranging from Pakistan to Saudi Arabia to Thailand.. (Funny when you have an India, Thai and Saudi all on the phone, hearing them try and figure out each others accents is hilarious)

Working in IT though its just something I had to get used to. When we first started outsourcing our work wed have guys from India calling asking for our "Good Names" We would always make stuff up like Mickey Mantel, Babe Ruth, Bart Simpson etc.. Wed also give each other bonus points for incorporating words like Flux Capacitor when we were describing the problem to them :)g)

I just like messing with their heads. I was mad at the original post, but my conversation from yesterday was just for fun. I do find the "kindly do the needful" comment they type in every ticket extremely annoying. Their sucky grammer and typing skills also annoys me. It's funny how many of them spell the word "the" as "teh". Actually, I gave the last one my managers phone number and they never called. Disappointing. He needed to wake up from his nap and do something anyway.

Got another one from our wonderful Bank of America Help Desk. This came from one of my co-workers in Chandler.

This was so funny, coming from the end user, that I wanted to share this one. Guy called the HD for a ticket. HD was trying to do basic trouble shooting with user.



Paraphrasing…



HD: type in this information, C as in Sally….

User: you mean S and in Sally….

HD: yes, C as in Sally….

User: really? OK, S as in Sally…

HD: no, please type it as I read it to you…

User: but Sally is spelled with an S….

HD: sir please allow me to assist you, please type C as in Sally….

User: I’ve had enough of this, just assign it to the people here. I’ll wait on then to come over at this point….



By now, everyone within ear shot of hearing this guy tell this story is just laughing hysterically.

When tech support doesn't help, it's probably because they are goofing around to see how many workstation and monitors they can get setup on their desk. haha. Oh, I turned the calendar forward to November too.

Top of the world and Sunflower? Poor 1-Monitor guy in the background
November was a great trip. I miss the XJ with the airplane dash.

Skatchkins wrote:Top of the world and Sunflower? Poor 1-Monitor guy in the background
November was a great trip. I miss the XJ with the airplane dash.

You can see my manager in the office. He is running 5 monitors.

Scott in front of me has a laptop on the left that he's looking at. It's blocked out by my massive monitor array.

You got 1 picture correct. The one on the right is Red Creek from last Saturday.

Just got done harassing another help desk guy. haha. I'm so mean.

V B, Vivek V [12:42 PM]:
Hey Virgil
user called to check the status of the ticket
HD0000016848254
user wants DT2 to be installed from \\plafs01\esd$\ server..

, Virgil J [12:45 PM]:
Go ahead and install it then.

V B, Vivek V [12:45 PM]:
she said she needs many more and wanted to you to come there
she hung up long back
sorry

, Virgil J [12:46 PM]:
Many more?
Call her back.

V B, Vivek V [12:46 PM]:
i dont know she was saying that she wanted something else to be installed when i explaied her that its the server name then she agve me the name of the application and said please send the technician again
i have assigned the ticket
i mean i did not assign but updated the ticket
as user wanted

, Virgil J [12:47 PM]:
If she told you to jump off a bridge, would you have done it?

V B, Vivek V [12:47 PM]:
look
i did what user said me to so
do*

, Virgil J [12:48 PM]:
Then why are you harassing me?

V B, Vivek V [12:48 PM]:
iam not doing anything iam on a call i did what iam suppose to
thank you