Friday, November 20, 2009

Incompetent HP Laptop Support

Not the people, the whole system.  I think they would prefer to have a dissatisfied customer return a laptop rather than giving access to people who can actually solve the problem.

The built-in TV tuner in my brand-new HP dv7t-2200 laptop is not working, and I have now spent over 12 hours of my time (and HP's time) on the phone with HP's response center agents.  As far as I know, we are no closer to a solution.

The Good:  (1) I have had no trouble reaching an agent on the telephone (now seven different agents); and (2) Every one of the HP agents, except the last one, has been polite and has tried hard to fix the problem.

The Bad:  Except for one, every agent has been clueless.  I'm very certain that none have ever seen a TV tuner like mine - one guy asked if I had plugged in the tuner card.  It's built in, and they should know it!

The Ugly:  HP's system simply does not allow for any continuity.  You cannot call anyone back - you always start all over.  They do have a record of what has been done before, but they only half believe it, so they want to repeat everything.  I had a good thing going once with Jason in the USA, who was on a good track and promised a callback and an email.  No email, ever.  There was a call, which I unfortunately missed, and they said they would call again, but they never did.  Most of the agents who say they will call back do not do so.  It's impossible to get anywhere, gain any traction.  As far as I know, there is no way to escalate a problem.  HP just doesn't care about one laptop - they deal in hundreds and thousands of them.

I managed to reach "Second Level" support today, but was informed by Adrian (in India) that I was only on warranty support and had not paid enough money to talk to him!  This despite the fact that I have purchased a 2-year support contract.

The system is totally incompetent.

I have about 12 days yet to send the damn thing back to HP for a full refund.  I don't want to do it, but it's looming larger every day.

Thursday, November 19, 2009

Windows 7 Does Not Save Window Size or Position Settings

This is as good a reason as any to AVOID buying a computer with Windows 7.  Buy a Mac instead.

In Windows XP and earlier we could set the size, position, and other details of an explorer window, then close the window, and from then on a window with that path would have that same size, position, and details.  Windows Vista retained that function, but occasionally "forgot" everything, so we had to reset every window again.

Windows 7 remembers NOTHING!  Actually, it seems to know only the size and position of the last-used explorer window, even if it isn't closed yet, so all new windows will have that size and will fall of top of that window.  As a result, almost every newly-opened explorer window must be resized and repositioned, resulting in many more mouse-clicks and moves than ever before.

According to remarks on two different forums, by people who may know, this is a deliberate change by Microsoft, not an accident.  It's a feature, not a bug.  If so, then Microsoft solves their little problems by simply eliminating the feature that has the problem!

But it sure doesn't work for me.  I often work with multiple windows open, copying files from here to there or whatever.  I HATE HAVING TO FIX WINDOWS ALL THE TIME.

I've never used a Mac, but people keep saying that it's better in some way.  Maybe I'm starting to catch on.


I haven't returned my brand-new HP laptop to HP yet, but I'm sure leaning that way.

Still No TV Tuner

I missed a phone call yesterday, so I don't know the current status of the TV Tuner problem on my brand-new HP dv7t-2200 laptop. My fault for missing it.

Of course I tried to call back, twice actually, but was both times connected to an agent in India, neither of them able to bring up any record of my service ticket. Both wanted to start all over. After wasting 9 hours on Tuesday, I declined.

The voice message from the missed call said they would try again today. We'll see.  They said that they would send an email and would call.  No email, but they did call.

Tuesday, November 17, 2009

HP dv7t Still Doesn't Work

To be slightly more fair, brand-new laptop, the TV tuner doesn't work. At all. Over nine hours on the phone with HP, no resolution. The last HP agent, Jason, said that apparently this is a problem on most or all of the newest HP dv7t laptops.

So don't buy one now, or don't get the TV tuner with it!

The only good news is that I have been able to get through to HP agents fairly quickly. The bad news is that they were pretty much clueless until I reached Jason. And of course it ISN'T FIXED!

HP has a money-back guarantee. Perhaps I'll wind up sending this back and buying a Dell or a Toshiba.

I'm supposed to get an email tonight or tomorrow with a resolution, and a phone call as well. We'll see.

Frustrating HP Support

I don't think I can build a laptop, so I bought one.

At this moment I have been on the phone with HP for over seven hours, trying to resolve a problem with the built-in TV tuner in a brand new HP dv7t laptop computer. Imagine, seven hours, and there is no end in sight. I've had my sweeties bring up both breakfast and lunch, looks like dinner might be next.

I started at 7:41 am with the general support number and got a woman who quickly gave me a service ticket number and turned me over to Vivek, in India. He's a nice guy, but we spent over four hours together, way more than either of us wanted. At 12 noon, 00:30 am his time, he gave up and asked me to wait five minutes for him to document the problem and then call a "Level 2" support number.

I did, but then got transferred (intentionally I think) to another department, where the nice lady transferred me back. Or so I thought, but after spending a couple more hours with Lloyd, also in India, I discovered that he was also Level 1 and was communicating with HIS support person by text message.

I am almost ready to give up on the tuner and just say that HP couldn't fix it. It has never worked, it's dead as a doornail, and HP just won't put me in touch with people who can figure it out. Right now I'm off the phone, but the laptop is doing a scan for channels, which will come up with zero channels as it always has. Then I have a number to call again. I'll let you know how that comes out.

I can't say anything positive about the HP dv7t laptop until this is resolved. I'm pissed.