Computer Help forum

General discussion

This REALLY Ticks Me Off

by plcard / November 10, 2006 7:40 PM PST

I purchased a HP Pavilion with the XP Media Center. It seems like a great computer. Plenty of power, does almost anything I need.

I ran into a problem with the system and contacted HP support. I made the mistake of calling before 8 AM Central. Prior to that, your call is transferred to someplace in India.

There is nothing I can do about out-sourcing. I'm not debating where it is right or wrong, but these companies need to make sure those they hire for support need to speak English proficiently, so the customer can understand them I spent the majority of the 2 hours I spent on the phone with them saying, "Huh?"

The young lady I spoke to said I had a virus. I have Norton and AVG so I couldn't understand how, but I had to believe she knew what she was talking about. She said I needed to reset the system to the factory settings, which we did. I ask her if I what I was going to lose. She said any programs I had downloaded. No problem, I could just re-download them. I specifically ask her if I would have any problem with my address book in Outlook Express. She said NO. Silly me ... I believed her.

Still having the same problem, I called another day after 8 AM and got Canada. This gentleman I spoke with, said from my file, she had given me the wrong information and I didn't need the $80 or RAM she said I needed to buy.

I guess, other than calling after 8 AM Central, my suggestion is to make sure you are communicating and that the tech understands what you are saying and just as importantly, you understand what they mean. "Ah, yes." is not an answer, and is about all I got from the lady from India.

Patrick in Pensacola

Discussion is locked
You are posting a reply to: This REALLY Ticks Me Off
The posting of advertisements, profanity, or personal attacks is prohibited. Please refer to our CNET Forums policies for details. All submitted content is subject to our Terms of Use.
Track this discussion and email me when there are updates

If you're asking for technical help, please be sure to include all your system info, including operating system, model number, and any other specifics related to the problem. Also please exercise your best judgment when posting in the forums--revealing personal information such as your e-mail address, telephone number, and address is not recommended.

You are reporting the following post: This REALLY Ticks Me Off
This post has been flagged and will be reviewed by our staff. Thank you for helping us maintain CNET's great community.
Sorry, there was a problem flagging this post. Please try again now or at a later time.
If you believe this post is offensive or violates the CNET Forums' Usage policies, you can report it below (this will not automatically remove the post). Once reported, our moderators will be notified and the post will be reviewed.
Collapse -
I wonder if we have to start learning more about our PCs..
by R. Proffitt Forum moderator / November 10, 2006 9:29 PM PST

Not long ago we had to take a class to run our PCs. Even today it's our responsibility to backup our work since hard disks do fail or we make mistakes.

Can I ask if you think of the PC as some "appliance" that you just turn on and off?


Collapse -
by byker49 / November 11, 2006 3:13 AM PST

You must choose between which antivirus to use. You should not have two antivirus programs running together. Uninstall the one you don't want. You may want to uninstall the Norton program since it uses up quite a few resources(especially if it is an all-in-one type).

Collapse -
Not an Appliance
by plcard / February 9, 2007 11:01 PM PST

No, Bob, I do not consider my computer as an appliance. However, I do trust, kind of need to, the techs who support the product. Once she got me to a place where I could no longer back up, I was doomed.


Collapse -
There are more ways to back up than Carter has...
by R. Proffitt Forum moderator / February 9, 2007 11:53 PM PST
In reply to: Not an Appliance

I've resorted to pulling hard disks out and putting them into USB housings to copy out files. I'm also booting up Linux LiveCDs to copy out files across a network.

All these tricks are well beyond what you can expect from "support" but what you may find in forums like here.

-> "Support" is also limited to getting your machine running as delivered. It never includes "data recovery." This fries some people that learn such after an event.


Collapse -
Got ME....
by plcard / February 10, 2007 10:45 PM PST

The main problem with this situation was a misunderstanding. I don't know how many times you might have called support, but with HP, if you call before 8:30 AM CST, you are routed to India. After 8:30 you can Canada.

She was telling me things to do. I didn't realize I was going to reset the computer until we were at the point of no return. Like I said, I can kind of understand outsourcing, but there need not be a language barrier to over come with a dummy like me at the other end of the phone. I can't be alone in this ... the planet is too large to have me as the only idiot!

Collapse -
You might want to consider
by retired / November 10, 2006 10:18 PM PST

Building your own computers, there is a wealth of information using google. The situation you mention is only going to get worse.

Popular Forums
Computer Newbies 10,686 discussions
Computer Help 54,365 discussions
Laptops 21,181 discussions
Networking & Wireless 16,313 discussions
Phones 17,137 discussions
Security 31,287 discussions
TVs & Home Theaters 22,101 discussions
Windows 7 8,164 discussions
Windows 10 2,657 discussions

Does BMW or Volvo do it best?

Pint-size luxury and funky style

Shopping for a new car this weekend? See how the BMW X2 stacks up against the Volvo XC40 in our side-by-side comparison.