Quote:
Originally Posted by Talk Host
I purchased an HP computer in April. Among other things, it included memory card slots/readers. Yesterday, those card readers stopped working. The computer would not recognize them.
I called HP support and got through surprisingly fast. I was patient while the guy took control of my computer and checked drivers, then uninstalled and reinstalled the hardware. None of this corrected the problem. He monkeyed around for over an hour. I said, "the reader is bad, please send a new one."
"We have one more thing to do, unplug everything from the back of your computer and take off the case." "I want you to check all of the cables running from the card reader to the mother board." "Then I want you to check the mother board to see if there are any burn marks or broken pins."
I said, "I can't believe that you are asking the consumer to remove the case and stick his hands inside the computer."
He replied, "yes, before we make any warranty repairs, we need to check everything."
Now, let me say this, I know how to do all of this stuff. I install my own hard drives and replace my own power supplies. That's not the point.
What about the 80 million other people who can't do that stuff? What if I stick my hands in there and break something else. Is my warranty voided?
We all know that warranties are voided when consumers attempt to repair something themselves, then afterward call customer support.
So, here I was, on the floor, under my desk, with a flashlight, unplugging all the USB cables, internet, monitor, speakers, printer, keyboard, mouse.....everything. I had to drag the computer to the top of my desk and pull off the case. Of course, everything inside was fine.
Then I had to get back on the floor and redo everything.....while the guy waited on the phone.
Total time 2 hours 15 minutes. They're sending me a new card reader.
Rant......Rant......Rant....... 
There, now I really feel better.
The worst part was that my wife was standing in the kitchen laughing at me. |
I did tech support for an IP provider..
I usually agree with you on most things but on this I do not. If he had not had you do those things, and just sent you a card reader, IF there were other problems inside the case such as a burnt motherboard or broken pins on the connection, you would rightfully have been upset about waiting for the part and the part not fixing the problem. Best to check everything right now, and get it fixed right.
Not only that but now installing the new part will be a snap.
Computers are complicated mixture of parts and software. I know what it is like to repair them. They are much better now a days, with no IRQs etc, but still it takes some willingness to get your hands under the hood unless you are willing to pay more and buy from a local shop that will do all the checking for you.
I would be glad to try to answer questions for anyone. Broad questions such as my computer won't work cannot be answered here... be specific and I will give it a shot for FREE..
JJ