HP Pavilion notebook - I own an HP Pavilion notebook since almost one year ago. Never had any problem with it until two weeks ago when it started failing to boot.

HP Pavilion notebook - I own an HP Pavilion notebook since almost one year ago. Never had any problem with it until two weeks ago when it started failing to boot.

HP Pavilion notebook / Technical Support

HP Technical Support in Ireland Pavilion bad dream - November 26th, 2004 I own an HP Pavilion notebook since almost one year ago. Never had any problem with it until two weeks ago when it started failing to boot. Actually it doesn't boot at all. I loved this notebook so much, cool design and it worked great. So I told me "well man, these things happen, it's just bad luck". As it was still on warranty, it expired yesterday, I decided to call technical support. But I didn't knew the kind of technical support that HP gives. 3 years ago I had a Compaq notebook, a Presario. I owned it for one year and a half until it was stolen from my car in Amsterdam. Never had a problem with it so I never had to call Compaq technical support. But I know 1st hand that their technical support was much better then as I worked with them. Today, when the big fish has already digested the smaller, I would think twice before buying even another Presario. I called HP technical support service just one week ago, on Friday 19th, from my actual job. Actually the 1st person to answer you is a call director who would make the impossible to give you an excuse to not put you trough with a technician. I had to call 3 times, the first 2 I was told that as I had not the notebook with me, it was at home, they couldn't assist me. I explained that I had already tried everything logical and that I was working with computers too so I would appreciate to speak directly with another technician, but no way. The 3rd person was more understandable and put me through with a technician. The technician started his troubleshooting making questions like "have you try this, have you try that", which was fine. It was a bit difficult to explain him that the notebook did nothing at all and that I had already tried everything was possible to do, as English is not my 1st language. But I think I made clear that the notebook couldn't boot at all even power was OK. Then the guy asked me if I had tried with the Recovery CD or updating the BIOS. It was funny, "boy, I'm telling you that it doesn't boot at all, DOESN'T BOOT!!!". Then I was put on hold and after about 10 minutes waiting I was given a case number (7203060850, just if somebody from HP read this and can't believe it... believe it, it's true) and was told that somebody would call me that same afternoon to confirm that they will pick the notebook up next Monday for repairing. Nobody called me that afternoon, nobody did next Monday. I had to phone again on Tuesday morning. Then I was told that the pick up was scheduled for that day. I complained that nobody had contacted me but that was great if they came today. Well, if you imagine that nobody came, you are right. So I phoned again on Wednesday to be told that the courier couldn't find the address I gave them. Well, I could hardy understand that as the courier (UPS in fact) comes almost everyday to the premises of the company I'm actually working with, but I tried. "They could have called me but they didn't" I said. Are the UPS guys so dumb? I don't think so. Then I was told that the pick up had been re-scheduled for Thursday. Of course nobody came or phoned me on Thursday. It was me who had to do it again (I already memorized their number 1 890 923 902). Maybe they expect now that all their customers be so considerate. So, I phoned again on Thursday afternoon. At least the boy was sincere and told me that he didn't know what was going on, that will try to find out and call me with something by Friday morning. And, surprise, today he did. It's a pity that I can't remember his name but if he reads this complaint I'll like to say him that the competence is looking for good customer service professionals like him here in Ireland so, make the move man. Anyway this good man still haven't been able to find out what is going on with this incidence. He told me that he would try again and come back to me. I waited for a couple of hours and then I decided to phone again. Another guy answered me who didn't told me anything new. I insisted to talk with whoever schedule with UPS the pick ups, that I understood it's UPS itself. Maybe they are so dumb (!). He told me that they won't tell me anything more that he had already told me, which was nothing. But I insisted again. The price, it looks like they consider it haven't been enough yet, was to wait 10 to 15 more minutes on hold. I was put through with a woman. She told me that they had been on the address I gave them on Thursday at 14:00. Amazing, how is that the security guard didn't told me anything? "Why didn't you phoned me?" I said, "you have my phone numbers". She also told me that the pick up would be today Friday but couldn't tell me approximately at what time. "Are you sure?" I asked, "I don't want to wait more for you to pick up my notebook". I was put on hold, again, for about 5 minutes. Then this woman tell me that in fact the pick up will be next Monday. "What!?". No explanations just "I'm sorry for that, sir". "But today it's a week since I opened the incidence, you can't tell me that" I replied. "I'm sorry for that, sir" was all she could say. And I understand it isn't her fault. It's just, as I guess everybody can understand at this point, because at the end nothing works but to understand, just understand that HP is that serious. They are. I'll be waiting for somebody to pick up my notebook next Monday. Hopefully also they repair it and bring me back before the end of the year, this year of course. Let's see.

Salva P

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