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I NEED SOMEONES INPUT ON HP TECH SUPPORT

by pnclittle / November 15, 2005 10:29 PM PST

I just contacted HP technical support for the first time. I bought an external monitor for my ZD 7000 notebook and could not get the machine to make the new monitor the primary monitor or clone the two monitors. After agreeing to pay $99.00 for one year of tech support (since my warranty had expired), I spent around 1 hour on the phone with a technician who was unable to resolve the problem. He proceeded to tell me that he would transfer me to a "level 3" technician, but it would cost me an additional $60.00 for 30 minutes. I refused and wanted to speak with someone who could explain why I had to pay more money simply because the problem was beyond the skills of the current technician. Naturally, there was "no supervisor" there at the time. Right. I hung up and called back and was told that the first person I had talked to had sold me the wrong "technical support" package. I then paid the $60.00 for the 30 minutes and the $100.00 was to be refunded. That hasn't happened yet. I spent 19 minutes online with a "level 3" technician, and spent most of that trying to understand what he was saying due to a very heavy accent. He was unable to help. Since I'm active duty Navy, I talked to a Senior Chief Electronics Technician here at work and it was simple. Two options.... Hold the FN key and hit the F4 key. It switched the monitors instantly. Also, in the NVIDIA panel, select "clone" the monitors. Worked great. Now it appears that I'm out $160.00 for help on a problem that was fairly simple to solve. Lesson learned on my part. Is this level of support expertise the norm at HP, and is it normal to pay more money when the first tech doesn't know how to fix it?

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You was robbed....
by togus / November 15, 2005 11:25 PM PST

I would certainly follow up on this with HP.

Go to the HP site, not HPshopping, but the corporate site. Actually, here's the page:

http://www.hp.com/hpinfo/execteam/email/hurd/index.html

Mark Hurd is the CEO of HP. E-mail him. Of course, he doesn't read your problem, but one of his minions will. And, at least in my experience, they will get back to you. I think HP is sensitive about the rap they get on Tech Support and you may have a real shot at getting your money back.

BTW, your experience is the complete opposite of mine. I had one issue with HP (not tech support related), it was resolved and my tech support has been great...including that which came from India. Good luck.

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Yep, it feels like it.
by pnclittle / November 16, 2005 2:48 AM PST
In reply to: You was robbed....

Thanks for the advice. I e-mailed Mark Hurd. Now we'll see what happens. It's not the money as much as the priciple. I don't have any gripes about HP. My ZD 7000 is two years old and is still competitive with the top of the line machines. It's been phenomenal. I've just never had to contact tech support. If tech support costs $2.00 per minute, there should be some way you can talk to someone you can understand clearly. Oh well, now I understand the value of the extended warranty. Thanks again.

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I just now got off the line from India myself
by togus / November 16, 2005 4:01 AM PST
In reply to: Yep, it feels like it.

And I must admit that I had a bit of trouble understanding the gentleman who was assisting me. But, it was a good session and my machine is running a little better for the effort. I guess Ive been really lucky (because I do hear of HP support horror stories... well, actually about most companies); my support has been reasonably easy to understand, helpful and there hasn't been any significant delays getting to a rep and usually of benefit. I have yet to be able to get rid of that damned Microsoft Messenger icon on my sytemtray, but they haven't done any perceivable harm.

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i picked up the ipaq 6515 pda unlocked from convergent teck
by Qosmio / November 19, 2005 8:46 AM PST

HP customer teck hahahahaha!!!!!! lets put it this way there close to the wourse out there.i spoke to one of there pro,s last night and she was transfering to t-mobile.i was like mam mam t-mobile does not sell that pda .she could not help me with the proublem,did not know what she was talking about and try to dump me off to t-mobile.i gave up.thats what i get for buying a ipaq but i love that built in gps.so i will suffer for a few years

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