Had some fun today while RMA'ing a laptop through HP after 3 and 1/2 hours I had so much ridiculous fun I thought others would enjoy it too. HP has a wonderful online chat/support department based out of Bangalore, India. So great infact they don't seem to even read the initial question, or really solve problems. After an hour or so...I started to just mess with him, and then went to lunch. It was when his "manager" finally joined the fun it was pretty solid that my time had been wasted as much as possible so I though his should be too.
Initial Question:
We are receiving a "imminent hard drive failure" message on boot.
We've run the self check and the drive checks out. Seems there is a
problem with the mother board. We have packaging already for this
unit have it ready to ship. Please create a return label for it to
return for diagnostics and repair.
And the conversation with my new found Indian friends begins...
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP notebook systems is available 24hrs a day, 7 days a week. You will receive a response to your support request in 5 minutes or less.
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
For reference, your Case ID is 3215xxxxxx
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
A Support specialist, Anish S has been assigned to your case.
[Monday, August 14, 2006 9:52 AM] -- Anish S says:
Hello Rob, thank you for contacting HP and for your interest in our Active Chat online support. My name is Anish and I see you have a question regarding your product. I'm going to take a few moments to review your information and will message you back very soon.
[Monday, August 14, 2006 9:54 AM] -- Anish S says:
Rob, I suggest that you swap the hard drive with a known good another working hard drive and check for the issue.
[Monday, August 14, 2006 9:57 AM] -- RM says:
this is something we do not have in shop Anish, hense why it would be sent in for a full diagnostic. We've had this machine running for less than a month and are already having problems. Please process a shipping label to have this machine sent in for testing and repair.
[Monday, August 14, 2006 10:04 AM] -- RM says:
Please inform me when you have complied with our needs, and emailed me a PDF of the shipping label.
[Monday, August 14, 2006 10:08 AM] -- Anish S says:
RM, in order to isolate the issue, I suggest that you perform a self test on the hard drive and check for the error message it reports.
Please visit the web link provided below for detailed steps on how to
perform a self test on the hard drive:
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?cc=us&docname=c00439024&lc=en
[Monday, August 14, 2006 10:11 AM] -- RM says:
Did you bother to actually read the question I stated?
[Monday, August 14, 2006 10:11 AM] -- RM says:
I ran the self test and it cleared, but we're still having the "Imminent Harddrive failure" message at boot.
[Monday, August 14, 2006 10:12 AM] -- RM says:
The one thing and worked for a couple days was removing the battery and power cord and holding the power on button for 10 seconds to clear the capacitors out.
[Monday, August 14, 2006 10:14 AM] -- Anish S says:
Okay.
[Monday, August 14, 2006 10:14 AM] -- RM says:
then a couple days later the message returned. I will ask you again, please send me a shipping label to have this machine sent in for diagnostics. It's not even 60 days old and in no way should have ANY problems
[Monday, August 14, 2006 10:15 AM] -- RM says:
this is a warranty covered issue
[Monday, August 14, 2006 10:15 AM] -- Anish S says:
R?, please give me 5 minutes while I do some research on this issue and will get back to you.
[Monday, August 14, 2006 10:22 AM] -- Anish S says:
I apologize for the delay. Thank you for your patience.
[Monday, August 14, 2006 10:23 AM] -- Anish S says:
RM, as it is the hard drive hardware causing the issue, it needs a replacement.
[Monday, August 14, 2006 10:23 AM] -- RM says:
well to me it sounds more like a power supply/hardware controller problem
[Monday, August 14, 2006 10:24 AM] -- RM says:
but how about I just send the harddrive AND the laptop in and it's checked?
[Monday, August 14, 2006 10:25 AM] -- Anish S says:
RM, I suggest that you visit the nearest HP Authorized Service Center and get the notebook examined.
[Monday, August 14, 2006 10:27 AM] -- RM says:
Anish
[Monday, August 14, 2006 10:27 AM] -- RM says:
I could do that, do you think I would be contacting you now?
[Monday, August 14, 2006 10:27 AM] -- RM says:
No
[Monday, August 14, 2006 10:28 AM] -- RM says:
That is why I need YOU, to make ME a SHIPPING LABEL, for a warranty diagnostic
[Monday, August 14, 2006 10:28 AM] -- RM says:
the machine is still covered by the warranty is it not?
[Monday, August 14, 2006 10:29 AM] -- Anish S says:
I agree with you, RM.
[Monday, August 14, 2006 10:29 AM] -- RM says:
Research it, make me the label, and contact me when you have done so, other wise you will not state that you have been helpful and helped me with my problem.
[Monday, August 14, 2006 10:30 AM] -- RM says:
Infact you have been very unhelpful with helping me get this warranty machine to be repaired.
[Monday, August 14, 2006 10:30 AM] -- Anish S says:
RM, did you swap the question hard drive on another known good working notebook?
[Monday, August 14, 2006 10:30 AM] -- Rob M says:
yes and it's fine
[Monday, August 14, 2006 10:30 AM] -- RM says:
now how about that label?
[Monday, August 14, 2006 10:31 AM] -- Anish S says:
Okay.
[Monday, August 14, 2006 10:32 AM] -- RM says:
We're approaching 1 hour for the resolution of you creating a trouble ticket and creating a shipping label. This should not have taken more then 10-15 minutes Anish
[Monday, August 14, 2006 10:33 AM] -- Anish S says:
RM, I apologize for the inconvenience caused. As I need to document the case before picking the unit for service.
[Monday, August 14, 2006 10:34 AM] -- Anish S says:
In order to get the notebook serviced, please provide me the following information to ship an empty drop box to pick the notebook for service:
1. Full Name:
2. Complete shipping address with zip code:
3. Contact phone number:
4. Alternate phone number:
Note: By sending your notebook to HP to be repaired, we require your acknowledgement that you agree to the following conditions:
1. HP will not backup data from the hard drive. It is your responsibility to backup your data from the hard drive.
2. During the repair process "your hard drive may be re-imaged if it fails QA (Quality Analysis) testing", if the drive is re-imaged the data will be permanently lost.
3. All passwords should be removed before the notebook is shipped in for repair; this includes the BIOS and Windows passwords.
4. During our troubleshooting process you have described your notebook to be in proper working order. Please be informed that all units showing signs of accidental damage will be charged an evaluation fee of 89$ if they are returned un-repaired.
[Monday, August 14, 2006 10:35 AM] -- RM says:
the inconvenience was choosing HP as the supplier of this notebook it seems.
We have a drop box already for this unit, AGAIN AS STATED IN THE INITIAL QUESTION THAT YOU DIDN'T READ.
[Monday, August 14, 2006 10:36 AM] -- RM says:
You really should try reading the initial question a couple times to get everything from it.
[Monday, August 14, 2006 10:37 AM] -- RM says:
if you need our address for the shipping label I would need to print I would be glad to provide it
[Monday, August 14, 2006 10:37 AM] -- Anish S says:
I apologize for that.
[Monday, August 14, 2006 10:38 AM] -- RM says:
Additionally, my name, and phone number are on this account, so you should be able to pull that information out
[Monday, August 14, 2006 10:39 AM] -- RM says:
would you like the address of where this unit will be shipped to the diagnostic center from?
[Monday, August 14, 2006 10:40 AM] -- Anish S says:
RM, as I would not be able to pull your personal information due to limited access to the information, please provide me the above details.
[Monday, August 14, 2006 10:41 AM] -- Anish S says:
Please provide me the following information to ship an empty drop box to pick the notebook for service:
1. Full Name:
2. Complete shipping address with zip code:
3. Contact phone number:
4. Alternate phone number:
[Monday, August 14, 2006 10:41 AM] -- RM says:
-----------------------------------------^^^^^
Anish, if you don't have access to my basic information....how do you know what my name is?
[Monday, August 14, 2006 10:41 AM] -- Anish S says:
RM, as per process we need to send an empty box to the customer for picking their unit for service.
[Monday, August 14, 2006 10:42 AM] -- Anish S says:
RM, as I said, I have limited access to your information.
[Monday, August 14, 2006 10:43 AM] -- Anish S says:
I do not have your mailing address with me?
[Monday, August 14, 2006 10:43 AM] -- RM says:
that's fine but we need this machine sent TODAY, this is practically a BRAND NEW machine, and we have several drop boxes to ship with.
IS Department
123 W. Test Dr.
Badong, CA 92xxx
[Monday, August 14, 2006 10:44 AM] -- RM says:
you can fax or email the label to us
[Monday, August 14, 2006 10:44 AM] -- RM says:
today
[Monday, August 14, 2006 10:44 AM] -- Anish S says:
Rob, please provide me the Contact phone number and alternate phone number.
[Monday, August 14, 2006 10:45 AM] -- RM says:
in the next hour before the DHL guy gets where would be awesome
909.335.XXXX
909.335.XXXX
[Monday, August 14, 2006 10:46 AM] -- Anish S says:
Thank you for providing the information.
[Monday, August 14, 2006 10:46 AM] -- Anish S says:
Rob, I have dispatched a box which you will receive in 1 to 2 days. You would need to place the unit in the box and peal off the label on the box. There is a shipping address and phone number of the courier service. Please call the number and they will pick up the unit. The usual turn around time for the unit to be returned after repairs is 3 to 4 business days depending on the availability of the parts.
To know the Repair status you can call 1-800- 474-6836 and say Others,
Product name, Repair Status, then quote the case id: 3215xxxxxx.
NOTE:
• Do not send the AC adapter and the AC power cord unless the notebook is having power issue.
• Please write the case number on the outside of the box.
• Please tape a business card to the notebook including case number, name, address and phone number
• Please follow the instructions that are in the R2 box.
[Monday, August 14, 2006 10:48 AM] -- RM says:
WE NEED THIS MACHINE GONE TODAY
[Monday, August 14, 2006 10:48 AM] -- RM says:
I need a return label today!!
[Monday, August 14, 2006 10:49 AM] -- RM says:
How many times must I repeat that _I _NEED_ A _RETURN_LABEL_ TODAY_
[Monday, August 14, 2006 10:50 AM] -- RM says:
I have my HP drop boxes ALREADY...infact it's boxed...ready for a label...
[Monday, August 14, 2006 10:50 AM] -- RM says:
all it's waiting for is a RETURN LABEL!
[Monday, August 14, 2006 10:51 AM] -- RM says:
1 HOUR has passed and you have still not helped me
[Monday, August 14, 2006 10:53 AM] -- Anish S says:
Do you have the case number when the notebook was arranged for a drop box and you received it?
[Monday, August 14, 2006 10:53 AM] -- RM says:
You have been the most unhelpful person I think that I've ever had to help me. And I'm being honest. You didn't bother to read the initial question, you didn't read that I'd previously done the self checks, you didn't bother to read that I had packaging already, and most importantly my initial issue was I needed a return label WHICH I STILL DO NOT HAVE.
[Monday, August 14, 2006 10:53 AM] -- Anish S says:
There is no option to ship the return label alone.
[Monday, August 14, 2006 10:55 AM] -- RM says:
Then Anish step outside of the script that is sitting infront of you and try something like....asking your manager.
Btw this case number is 3215xxxxxx
[Monday, August 14, 2006 10:55 AM] -- RM says:
I don't need you to SHIP me a return label, I need it in my hands today. Not yesterday, not 2 days from now, but today.
[Monday, August 14, 2006 10:56 AM] -- RM says:
There is this thing...called the INTERNET
[Monday, August 14, 2006 10:56 AM] -- RM says:
and you type stuff on it, and send these things called EMAILS
[Monday, August 14, 2006 10:57 AM] -- RM says:
and inside these EMAILS you can put pictures and documents called PDFs
[Monday, August 14, 2006 10:58 AM] -- RM says:
once they're sent they go through these tubes, like loads of dump trucks...
[Monday, August 14, 2006 11:02 AM] -- Anish S says:
RM, we need to follow the repair process. The empty box sent by HP for picking up the unit should be used. As your notebook will be picked up today but could take 1 or 2 days to return after repair by the HP Repair facility.
[Monday, August 14, 2006 11:02 AM] -- RM says:
So Anish, I need you to either reprint a label as a PDF or as a picture or whatever...really I don't really care how and have it sent to me today. It's been over an hour of me stating the same dam thing.
I know....could you try helping me? And getting me what I need?
Which would be a RETURN LABEL!
[Monday, August 14, 2006 11:05 AM] -- RM says:
Anish I have to go to lunch, please email me the reprint return label for my HP drop box that I have here. I'll be back in 30 minutes to check on that.
[Monday, August 14, 2006 11:05 AM] -- Anish S says:
RM, please confirm me if you have an empty box with you?
[Monday, August 14, 2006 11:07 AM] -- Rob M says:
YES FOR THE 5th TIME I HAVE AN HP DROP BOX....all pretty with the foam inserts and everything. I'll be back in 30 mins, you can email me at support@_____.com
[Monday, August 14, 2006 11:09 AM] -- Anish S says:
RM, you could resume the chat at later point of time as I will put you on the holding queue.
[Monday, August 14, 2006 11:15 AM] -- Anish S says:
To resume the chat, please enter instant support web site using this URL: http://instantsupport.hp.com in your web browser and launch Active chat. Please click ‘View your other Active chat issues’ and then click the chat listed.
[Monday, August 14, 2006 11:41 AM] -- RM says:
Anish do you have my label ready?
[Monday, August 14, 2006 11:42 AM] -- Anish S says:
Hello RM, thank you for contacting HP and for your interest in our Active Chat online support. My name is Anish and I see you have a question regarding your product. I'm going to take a few moments to review your information and will message you back very soon.
[Monday, August 14, 2006 11:46 AM] -- RM says:
well Anish have you had a chance to get that label emailed to me?
[Monday, August 14, 2006 11:48 AM] -- Anish S says:
RM, I am extremely sorry that it will not be possible to ship a return shipping label.
[Monday, August 14, 2006 11:48 AM] -- Anish S says:
The process is that we should be shipping a new box if the label is missing.
[Monday, August 14, 2006 11:49 AM] -- RM says:
Anish Anish Anish
[Monday, August 14, 2006 11:49 AM] -- RM says:
I do not need a label SHIPPED to me
[Monday, August 14, 2006 11:50 AM] -- RM says:
I have a drop box with the foam insert already, all I need is the return label.
[Monday, August 14, 2006 11:52 AM] -- RM says:
my patience has been renewed by a set of fish taco's that were quite tasty. But it looks like we need to spend another hour or so talking about how I need a return label again.
Are you interested in having your resolution times good? Cause today is going to stick out like a sore thumb by the looks of it.
[Monday, August 14, 2006 11:52 AM] -- RM says:
to think I started this ticket 2 hours ago to simply get a return label...and we're still working on getting one.
[Monday, August 14, 2006 11:53 AM] -- RM says:
I guess this won't get resolved until I get one, which is fine I can have this session open for that long.
[Monday, August 14, 2006 11:53 AM] -- Anish S says:
RM, please stay online and give me 5 minutes while I have a consult with my colleague regarding the issue and will get back to you.
[Monday, August 14, 2006 12:09 PM] -- Anish S says:
I apologize for the delay. Thank you for your patience.
[Monday, August 14, 2006 12:11 PM] -- Anish S says:
RM, as I consulted to the higher level of resources available and found it is note possible to send you the Return Level only.
[Monday, August 14, 2006 12:12 PM] -- Anish S says:
And it could take 1 or two days to get the notebook returned from the Repair facility.
[Monday, August 14, 2006 12:13 PM] -- RM says:
Anish did you consult with your manager?
[Monday, August 14, 2006 12:14 PM] -- Anish S says:
Yes, RM. You are right.
[Monday, August 14, 2006 12:17 PM] -- RM says:
and your manager said that there was no possible way to get a return tag here today...either through a DHL personel coming to pick it up or via email....it's bad karma if you were to lie Anish ... very bad
[Monday, August 14, 2006 12:22 PM] -- Anish S says:
RM, I understand the importance of your notebook to you. We will ship you the dedicated empty ship box to pick up the notebook but we can not use the old used empty box for pickup.
[Monday, August 14, 2006 12:24 PM] -- RM says:
Anish, this laptop is for our office director, he is very important, and looks like Chuck Norris.
[Monday, August 14, 2006 12:27 PM] -- Anish S says:
RM, I understand you concern. To let me go ahead and move further with process to ship you the empty box, please provide me your consent.
[Monday, August 14, 2006 12:28 PM] -- RM says:
this isn't some old box that I found at home depot that the manure came in, this is an HP drop box with the foam inserts that I received for the LAST laptop that I had to ship to your diagnostic center.
[Monday, August 14, 2006 12:30 PM] -- RM says:
yes I give you consent to sending me a return label for this laptop
[Monday, August 14, 2006 12:31 PM] -- Anish S says:
Okay.
[Monday, August 14, 2006 12:31 PM] -- Anish S says:
Is there anything else I can help you with today?
[Monday, August 14, 2006 12:32 PM] -- RM says:
So you agree to sending me a return label? Great! Will you be sending it via Email or Faxing it?
[Monday, August 14, 2006 12:33 PM] -- RM says:
Or just having a DHL deliver personel come for the box?
[Monday, August 14, 2006 12:34 PM] -- Anish S says:
RM, I would like to reassign this chat to my higher level, is it okay with you?
[Monday, August 14, 2006 12:35 PM] -- RM says:
If it will end with me having a return label in my hand today, then yes.
[Monday, August 14, 2006 12:39 PM] -- Anish S says:
I will have to step away from my desk for some time. I will reassign this chat to my colleague M. C. Balaji and he will assist you further.
[Monday, August 14, 2006 12:40 PM] -- Automatically generated message:
A Support specialist, Balaji M has been assigned to your case.
[Monday, August 14, 2006 12:41 PM] -- Balaji M says:
Hi RM, my name is Balaji with the Instant Support group and I will be taking over your case from here. Please give me a few moments to review your case and I will be with you shortly.
[Monday, August 14, 2006 12:42 PM] -- Balaji M says:
RM, the return shipping label is not available for sending the unit for service and you would not be able to use the box that you have.
[Monday, August 14, 2006 12:44 PM] -- RM says:
Balaji, what do you know about return labels? and DHL delivery?
Additionaly, the box I have is the box that HP last sent me for a machine to service. So it is already the box you are having sent.
Identically infact.
[Monday, August 14, 2006 12:44 PM] -- RM says:
I figure if this is hour 3 I can do this all day while working on other projects, I figure you all are...so why not me too?
[Monday, August 14, 2006 12:45 PM] -- Balaji M says:
RM, I will ship the box and would receive it one business day.
[Monday, August 14, 2006 12:46 PM] -- Balaji M says:
The return shipping label is only available to send end user replaceable parts back to HP and not for sending the unit for service.
[Monday, August 14, 2006 12:47 PM] -- RM says:
Well the main board seems defective so why not ship the WHOLE part back for replacement?
[Monday, August 14, 2006 12:49 PM] -- Balaji M says:
RM, the system board is not an end user replaceable part and you would need to send the unit in for service to get it replaced.
[Monday, August 14, 2006 12:54 PM] -- RM says:
we're in complete agreement there, therefore a label for the fine HP foam padded drop box that even has HP tape isn't needed, just the label to return it with is all that's required. I could probably send you a picture of it to show you it's an HP drop box, but the tubes might be full
[Monday, August 14, 2006 12:56 PM] -- Balaji M says:
RM, I understand you concern, but there is no return shipping label available for sending the unit in for service.
[Monday, August 14, 2006 12:57 PM] -- Balaji M says:
For sending the unit you would need to use the same box that was shipped to you with this case number.
[Monday, August 14, 2006 12:58 PM] -- RM says:
You say that this new box with a return label will arrive tomorrow? If it doesn't that would be a lie and very bad karma.
[Monday, August 14, 2006 1:00 PM] -- Balaji M says:
Yes, you would receive the box along with the shipping label tomorrow.
[Monday, August 14, 2006 1:02 PM] -- RM says:
You are Anish's Manager and can guaranty that I'll receive a new box tomorrow with a label? How do I know you're not lying and I will get this box tomorrow? You can guaranty DHL will get it here tomorrow?
[Monday, August 14, 2006 1:03 PM] -- Balaji M says:
RM, I will follow up with this case and make sure that you would receive the box with the shipping label tomorrow.
[Monday, August 14, 2006 1:04 PM] -- Balaji M says:
RM, please provide me the following information to ship box:
1. Complete Shipping address with Zip code:
2. Contact Phone number:
3. Alternate Phone number:
[Monday, August 14, 2006 1:08 PM] -- RM says:
But if you aren't Anish's Manager...then Anish was lying to me. I was told that I was being transfered to a Higher Level...and he had referred to the higher level as his manager. That's bad karma for him! That makes me think you're lying to me too...I think that I want a tracking number right now for this box I'm "supposedly" to get tomorrow. So much bad karma...
IS Department, Flr #1 Rm 243
xx W. Test Dr.
Badong, CA 92xxx
909-335-xxxx
909-335-xxxx
[Monday, August 14, 2006 1:11 PM] -- Balaji M says:
Thank you, RM.
[Monday, August 14, 2006 1:11 PM] -- Balaji M says:
For reference, your Case ID is 3215xxxxxx
[Monday, August 14, 2006 1:12 PM] -- Balaji M says:
RMb, there is a Process when servicing your notebook. By sending your notebook to HP to be repaired, you agree to the following conditions:
a. HP will not backup data from the hard drive. It is your responsibility to backup your data from the hard drive.
b. During the repair process "your hard drive may be re-imaged if it fails QA (Quality Analysis) testing", if the drive is re-imaged the data will be permanently lost.
c. All passwords should be removed before the (Laptop/Notebook) is shipped in for repair, this includes the BIOS and Windows passwords.
d. During our troubleshooting process you have described your notebook to be in proper working order. Please be informed that all units showing signs of accidental damage will be charged an evaluation fee of $89 if they are returned un-repaired
[Monday, August 14, 2006 1:13 PM] -- Balaji M says:
RM, do you accept the above process?
[Monday, August 14, 2006 1:15 PM] -- Rob M says:
Yes I do...but reading back on the logs I've already done this with Anish on this case number. That means if you're doing it now, he had said he had too, so that means he was lying...and if he was lying that means you're not his manager. And if you're masquerading as his manager that means you getting twice the bad karma from his lying and yours...
[Monday, August 14, 2006 1:16 PM] -- Balaji M says:
RM, I am not lying to you and I am Anish's manager.
[Monday, August 14, 2006 1:17 PM] -- RM says:
then why hadn't Anish done what he said he was going to do?
[Monday, August 14, 2006 1:18 PM] -- Balaji M says:
RM, I am not sure, I think he might got confused.
[Monday, August 14, 2006 1:19 PM] -- Balaji M says:
RM, to get your notebook repaired we have dispatched a drop box to have it picked up and serviced. You would be receiving the drop box in one or two business days. Before sending it in for repair, please make sure that your personal data is backed up and the power is turned off.
When you get the box it will have some instructions about packing your notebook into the box and scheduling it for pickup. Please use this case number for reference 3215xxxxxx.
[Monday, August 14, 2006 1:19 PM] -- RM says:
Prehaps it was the "not reading the initial question" problem that
seems to plague him. Maybe that from all the bad karma?
[Monday, August 14, 2006 1:19 PM] -- Balaji M says:
RM, is there any other technical issue that I can assist you with?
[Monday, August 14, 2006 1:21 PM] -- RM says:
well if all I can do is not have my initial problem solved of "having a
label emailed to me" then no. you weren't able to help my initial
problem. But thank you for asking. I hope Anish's karma doesn't wear
off on you...but you should watch out for him...he seems like a
liar...and would probably steal office supplies too.
[Monday, August 14, 2006 1:23 PM] -- Balaji M says:
RM, since we have completed troubleshooting your issue, I am going to
close this support request at this time. If you should need assistance
in the future, please try our Instant Support program again. You may
start a new session and refer to case ID number 3215xxxxxx. The agent
that helps you at that time can use the ID number to see a record of
our conversation. Thank you again for contacting HP and have a great
day. Balaji
[Monday, August 14, 2006 1:24 PM] -- RM says:
mmm yeah thanx =P
Initial Question:
We are receiving a "imminent hard drive failure" message on boot.
We've run the self check and the drive checks out. Seems there is a
problem with the mother board. We have packaging already for this
unit have it ready to ship. Please create a return label for it to
return for diagnostics and repair.
And the conversation with my new found Indian friends begins...
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP notebook systems is available 24hrs a day, 7 days a week. You will receive a response to your support request in 5 minutes or less.
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
For reference, your Case ID is 3215xxxxxx
[Monday, August 14, 2006 9:50 AM] -- Automatically generated message:
A Support specialist, Anish S has been assigned to your case.
[Monday, August 14, 2006 9:52 AM] -- Anish S says:
Hello Rob, thank you for contacting HP and for your interest in our Active Chat online support. My name is Anish and I see you have a question regarding your product. I'm going to take a few moments to review your information and will message you back very soon.
[Monday, August 14, 2006 9:54 AM] -- Anish S says:
Rob, I suggest that you swap the hard drive with a known good another working hard drive and check for the issue.
[Monday, August 14, 2006 9:57 AM] -- RM says:
this is something we do not have in shop Anish, hense why it would be sent in for a full diagnostic. We've had this machine running for less than a month and are already having problems. Please process a shipping label to have this machine sent in for testing and repair.
[Monday, August 14, 2006 10:04 AM] -- RM says:
Please inform me when you have complied with our needs, and emailed me a PDF of the shipping label.
[Monday, August 14, 2006 10:08 AM] -- Anish S says:
RM, in order to isolate the issue, I suggest that you perform a self test on the hard drive and check for the error message it reports.
Please visit the web link provided below for detailed steps on how to
perform a self test on the hard drive:
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?cc=us&docname=c00439024&lc=en
[Monday, August 14, 2006 10:11 AM] -- RM says:
Did you bother to actually read the question I stated?
[Monday, August 14, 2006 10:11 AM] -- RM says:
I ran the self test and it cleared, but we're still having the "Imminent Harddrive failure" message at boot.
[Monday, August 14, 2006 10:12 AM] -- RM says:
The one thing and worked for a couple days was removing the battery and power cord and holding the power on button for 10 seconds to clear the capacitors out.
[Monday, August 14, 2006 10:14 AM] -- Anish S says:
Okay.
[Monday, August 14, 2006 10:14 AM] -- RM says:
then a couple days later the message returned. I will ask you again, please send me a shipping label to have this machine sent in for diagnostics. It's not even 60 days old and in no way should have ANY problems
[Monday, August 14, 2006 10:15 AM] -- RM says:
this is a warranty covered issue
[Monday, August 14, 2006 10:15 AM] -- Anish S says:
R?, please give me 5 minutes while I do some research on this issue and will get back to you.
[Monday, August 14, 2006 10:22 AM] -- Anish S says:
I apologize for the delay. Thank you for your patience.
[Monday, August 14, 2006 10:23 AM] -- Anish S says:
RM, as it is the hard drive hardware causing the issue, it needs a replacement.
[Monday, August 14, 2006 10:23 AM] -- RM says:
well to me it sounds more like a power supply/hardware controller problem
[Monday, August 14, 2006 10:24 AM] -- RM says:
but how about I just send the harddrive AND the laptop in and it's checked?
[Monday, August 14, 2006 10:25 AM] -- Anish S says:
RM, I suggest that you visit the nearest HP Authorized Service Center and get the notebook examined.
[Monday, August 14, 2006 10:27 AM] -- RM says:
Anish
[Monday, August 14, 2006 10:27 AM] -- RM says:
I could do that, do you think I would be contacting you now?
[Monday, August 14, 2006 10:27 AM] -- RM says:
No
[Monday, August 14, 2006 10:28 AM] -- RM says:
That is why I need YOU, to make ME a SHIPPING LABEL, for a warranty diagnostic
[Monday, August 14, 2006 10:28 AM] -- RM says:
the machine is still covered by the warranty is it not?
[Monday, August 14, 2006 10:29 AM] -- Anish S says:
I agree with you, RM.
[Monday, August 14, 2006 10:29 AM] -- RM says:
Research it, make me the label, and contact me when you have done so, other wise you will not state that you have been helpful and helped me with my problem.
[Monday, August 14, 2006 10:30 AM] -- RM says:
Infact you have been very unhelpful with helping me get this warranty machine to be repaired.
[Monday, August 14, 2006 10:30 AM] -- Anish S says:
RM, did you swap the question hard drive on another known good working notebook?
[Monday, August 14, 2006 10:30 AM] -- Rob M says:
yes and it's fine
[Monday, August 14, 2006 10:30 AM] -- RM says:
now how about that label?
[Monday, August 14, 2006 10:31 AM] -- Anish S says:
Okay.
[Monday, August 14, 2006 10:32 AM] -- RM says:
We're approaching 1 hour for the resolution of you creating a trouble ticket and creating a shipping label. This should not have taken more then 10-15 minutes Anish
[Monday, August 14, 2006 10:33 AM] -- Anish S says:
RM, I apologize for the inconvenience caused. As I need to document the case before picking the unit for service.
[Monday, August 14, 2006 10:34 AM] -- Anish S says:
In order to get the notebook serviced, please provide me the following information to ship an empty drop box to pick the notebook for service:
1. Full Name:
2. Complete shipping address with zip code:
3. Contact phone number:
4. Alternate phone number:
Note: By sending your notebook to HP to be repaired, we require your acknowledgement that you agree to the following conditions:
1. HP will not backup data from the hard drive. It is your responsibility to backup your data from the hard drive.
2. During the repair process "your hard drive may be re-imaged if it fails QA (Quality Analysis) testing", if the drive is re-imaged the data will be permanently lost.
3. All passwords should be removed before the notebook is shipped in for repair; this includes the BIOS and Windows passwords.
4. During our troubleshooting process you have described your notebook to be in proper working order. Please be informed that all units showing signs of accidental damage will be charged an evaluation fee of 89$ if they are returned un-repaired.
[Monday, August 14, 2006 10:35 AM] -- RM says:
the inconvenience was choosing HP as the supplier of this notebook it seems.
We have a drop box already for this unit, AGAIN AS STATED IN THE INITIAL QUESTION THAT YOU DIDN'T READ.
[Monday, August 14, 2006 10:36 AM] -- RM says:
You really should try reading the initial question a couple times to get everything from it.
[Monday, August 14, 2006 10:37 AM] -- RM says:
if you need our address for the shipping label I would need to print I would be glad to provide it
[Monday, August 14, 2006 10:37 AM] -- Anish S says:
I apologize for that.
[Monday, August 14, 2006 10:38 AM] -- RM says:
Additionally, my name, and phone number are on this account, so you should be able to pull that information out
[Monday, August 14, 2006 10:39 AM] -- RM says:
would you like the address of where this unit will be shipped to the diagnostic center from?
[Monday, August 14, 2006 10:40 AM] -- Anish S says:
RM, as I would not be able to pull your personal information due to limited access to the information, please provide me the above details.
[Monday, August 14, 2006 10:41 AM] -- Anish S says:
Please provide me the following information to ship an empty drop box to pick the notebook for service:
1. Full Name:
2. Complete shipping address with zip code:
3. Contact phone number:
4. Alternate phone number:
[Monday, August 14, 2006 10:41 AM] -- RM says:
-----------------------------------------^^^^^
Anish, if you don't have access to my basic information....how do you know what my name is?
[Monday, August 14, 2006 10:41 AM] -- Anish S says:
RM, as per process we need to send an empty box to the customer for picking their unit for service.
[Monday, August 14, 2006 10:42 AM] -- Anish S says:
RM, as I said, I have limited access to your information.
[Monday, August 14, 2006 10:43 AM] -- Anish S says:
I do not have your mailing address with me?
[Monday, August 14, 2006 10:43 AM] -- RM says:
that's fine but we need this machine sent TODAY, this is practically a BRAND NEW machine, and we have several drop boxes to ship with.
IS Department
123 W. Test Dr.
Badong, CA 92xxx
[Monday, August 14, 2006 10:44 AM] -- RM says:
you can fax or email the label to us
[Monday, August 14, 2006 10:44 AM] -- RM says:
today
[Monday, August 14, 2006 10:44 AM] -- Anish S says:
Rob, please provide me the Contact phone number and alternate phone number.
[Monday, August 14, 2006 10:45 AM] -- RM says:
in the next hour before the DHL guy gets where would be awesome
909.335.XXXX
909.335.XXXX
[Monday, August 14, 2006 10:46 AM] -- Anish S says:
Thank you for providing the information.
[Monday, August 14, 2006 10:46 AM] -- Anish S says:
Rob, I have dispatched a box which you will receive in 1 to 2 days. You would need to place the unit in the box and peal off the label on the box. There is a shipping address and phone number of the courier service. Please call the number and they will pick up the unit. The usual turn around time for the unit to be returned after repairs is 3 to 4 business days depending on the availability of the parts.
To know the Repair status you can call 1-800- 474-6836 and say Others,
Product name, Repair Status, then quote the case id: 3215xxxxxx.
NOTE:
• Do not send the AC adapter and the AC power cord unless the notebook is having power issue.
• Please write the case number on the outside of the box.
• Please tape a business card to the notebook including case number, name, address and phone number
• Please follow the instructions that are in the R2 box.
[Monday, August 14, 2006 10:48 AM] -- RM says:
WE NEED THIS MACHINE GONE TODAY
[Monday, August 14, 2006 10:48 AM] -- RM says:
I need a return label today!!
[Monday, August 14, 2006 10:49 AM] -- RM says:
How many times must I repeat that _I _NEED_ A _RETURN_LABEL_ TODAY_
[Monday, August 14, 2006 10:50 AM] -- RM says:
I have my HP drop boxes ALREADY...infact it's boxed...ready for a label...
[Monday, August 14, 2006 10:50 AM] -- RM says:
all it's waiting for is a RETURN LABEL!
[Monday, August 14, 2006 10:51 AM] -- RM says:
1 HOUR has passed and you have still not helped me
[Monday, August 14, 2006 10:53 AM] -- Anish S says:
Do you have the case number when the notebook was arranged for a drop box and you received it?
[Monday, August 14, 2006 10:53 AM] -- RM says:
You have been the most unhelpful person I think that I've ever had to help me. And I'm being honest. You didn't bother to read the initial question, you didn't read that I'd previously done the self checks, you didn't bother to read that I had packaging already, and most importantly my initial issue was I needed a return label WHICH I STILL DO NOT HAVE.
[Monday, August 14, 2006 10:53 AM] -- Anish S says:
There is no option to ship the return label alone.
[Monday, August 14, 2006 10:55 AM] -- RM says:
Then Anish step outside of the script that is sitting infront of you and try something like....asking your manager.
Btw this case number is 3215xxxxxx
[Monday, August 14, 2006 10:55 AM] -- RM says:
I don't need you to SHIP me a return label, I need it in my hands today. Not yesterday, not 2 days from now, but today.
[Monday, August 14, 2006 10:56 AM] -- RM says:
There is this thing...called the INTERNET
[Monday, August 14, 2006 10:56 AM] -- RM says:
and you type stuff on it, and send these things called EMAILS
[Monday, August 14, 2006 10:57 AM] -- RM says:
and inside these EMAILS you can put pictures and documents called PDFs
[Monday, August 14, 2006 10:58 AM] -- RM says:
once they're sent they go through these tubes, like loads of dump trucks...
[Monday, August 14, 2006 11:02 AM] -- Anish S says:
RM, we need to follow the repair process. The empty box sent by HP for picking up the unit should be used. As your notebook will be picked up today but could take 1 or 2 days to return after repair by the HP Repair facility.
[Monday, August 14, 2006 11:02 AM] -- RM says:
So Anish, I need you to either reprint a label as a PDF or as a picture or whatever...really I don't really care how and have it sent to me today. It's been over an hour of me stating the same dam thing.
I know....could you try helping me? And getting me what I need?
Which would be a RETURN LABEL!
[Monday, August 14, 2006 11:05 AM] -- RM says:
Anish I have to go to lunch, please email me the reprint return label for my HP drop box that I have here. I'll be back in 30 minutes to check on that.
[Monday, August 14, 2006 11:05 AM] -- Anish S says:
RM, please confirm me if you have an empty box with you?
[Monday, August 14, 2006 11:07 AM] -- Rob M says:
YES FOR THE 5th TIME I HAVE AN HP DROP BOX....all pretty with the foam inserts and everything. I'll be back in 30 mins, you can email me at support@_____.com
[Monday, August 14, 2006 11:09 AM] -- Anish S says:
RM, you could resume the chat at later point of time as I will put you on the holding queue.
[Monday, August 14, 2006 11:15 AM] -- Anish S says:
To resume the chat, please enter instant support web site using this URL: http://instantsupport.hp.com in your web browser and launch Active chat. Please click ‘View your other Active chat issues’ and then click the chat listed.
[Monday, August 14, 2006 11:41 AM] -- RM says:
Anish do you have my label ready?
[Monday, August 14, 2006 11:42 AM] -- Anish S says:
Hello RM, thank you for contacting HP and for your interest in our Active Chat online support. My name is Anish and I see you have a question regarding your product. I'm going to take a few moments to review your information and will message you back very soon.
[Monday, August 14, 2006 11:46 AM] -- RM says:
well Anish have you had a chance to get that label emailed to me?
[Monday, August 14, 2006 11:48 AM] -- Anish S says:
RM, I am extremely sorry that it will not be possible to ship a return shipping label.
[Monday, August 14, 2006 11:48 AM] -- Anish S says:
The process is that we should be shipping a new box if the label is missing.
[Monday, August 14, 2006 11:49 AM] -- RM says:
Anish Anish Anish
[Monday, August 14, 2006 11:49 AM] -- RM says:
I do not need a label SHIPPED to me
[Monday, August 14, 2006 11:50 AM] -- RM says:
I have a drop box with the foam insert already, all I need is the return label.
[Monday, August 14, 2006 11:52 AM] -- RM says:
my patience has been renewed by a set of fish taco's that were quite tasty. But it looks like we need to spend another hour or so talking about how I need a return label again.
Are you interested in having your resolution times good? Cause today is going to stick out like a sore thumb by the looks of it.
[Monday, August 14, 2006 11:52 AM] -- RM says:
to think I started this ticket 2 hours ago to simply get a return label...and we're still working on getting one.
[Monday, August 14, 2006 11:53 AM] -- RM says:
I guess this won't get resolved until I get one, which is fine I can have this session open for that long.
[Monday, August 14, 2006 11:53 AM] -- Anish S says:
RM, please stay online and give me 5 minutes while I have a consult with my colleague regarding the issue and will get back to you.
[Monday, August 14, 2006 12:09 PM] -- Anish S says:
I apologize for the delay. Thank you for your patience.
[Monday, August 14, 2006 12:11 PM] -- Anish S says:
RM, as I consulted to the higher level of resources available and found it is note possible to send you the Return Level only.
[Monday, August 14, 2006 12:12 PM] -- Anish S says:
And it could take 1 or two days to get the notebook returned from the Repair facility.
[Monday, August 14, 2006 12:13 PM] -- RM says:
Anish did you consult with your manager?
[Monday, August 14, 2006 12:14 PM] -- Anish S says:
Yes, RM. You are right.
[Monday, August 14, 2006 12:17 PM] -- RM says:
and your manager said that there was no possible way to get a return tag here today...either through a DHL personel coming to pick it up or via email....it's bad karma if you were to lie Anish ... very bad
[Monday, August 14, 2006 12:22 PM] -- Anish S says:
RM, I understand the importance of your notebook to you. We will ship you the dedicated empty ship box to pick up the notebook but we can not use the old used empty box for pickup.
[Monday, August 14, 2006 12:24 PM] -- RM says:
Anish, this laptop is for our office director, he is very important, and looks like Chuck Norris.
[Monday, August 14, 2006 12:27 PM] -- Anish S says:
RM, I understand you concern. To let me go ahead and move further with process to ship you the empty box, please provide me your consent.
[Monday, August 14, 2006 12:28 PM] -- RM says:
this isn't some old box that I found at home depot that the manure came in, this is an HP drop box with the foam inserts that I received for the LAST laptop that I had to ship to your diagnostic center.
[Monday, August 14, 2006 12:30 PM] -- RM says:
yes I give you consent to sending me a return label for this laptop
[Monday, August 14, 2006 12:31 PM] -- Anish S says:
Okay.
[Monday, August 14, 2006 12:31 PM] -- Anish S says:
Is there anything else I can help you with today?
[Monday, August 14, 2006 12:32 PM] -- RM says:
So you agree to sending me a return label? Great! Will you be sending it via Email or Faxing it?
[Monday, August 14, 2006 12:33 PM] -- RM says:
Or just having a DHL deliver personel come for the box?
[Monday, August 14, 2006 12:34 PM] -- Anish S says:
RM, I would like to reassign this chat to my higher level, is it okay with you?
[Monday, August 14, 2006 12:35 PM] -- RM says:
If it will end with me having a return label in my hand today, then yes.
[Monday, August 14, 2006 12:39 PM] -- Anish S says:
I will have to step away from my desk for some time. I will reassign this chat to my colleague M. C. Balaji and he will assist you further.
[Monday, August 14, 2006 12:40 PM] -- Automatically generated message:
A Support specialist, Balaji M has been assigned to your case.
[Monday, August 14, 2006 12:41 PM] -- Balaji M says:
Hi RM, my name is Balaji with the Instant Support group and I will be taking over your case from here. Please give me a few moments to review your case and I will be with you shortly.
[Monday, August 14, 2006 12:42 PM] -- Balaji M says:
RM, the return shipping label is not available for sending the unit for service and you would not be able to use the box that you have.
[Monday, August 14, 2006 12:44 PM] -- RM says:
Balaji, what do you know about return labels? and DHL delivery?
Additionaly, the box I have is the box that HP last sent me for a machine to service. So it is already the box you are having sent.
Identically infact.
[Monday, August 14, 2006 12:44 PM] -- RM says:
I figure if this is hour 3 I can do this all day while working on other projects, I figure you all are...so why not me too?
[Monday, August 14, 2006 12:45 PM] -- Balaji M says:
RM, I will ship the box and would receive it one business day.
[Monday, August 14, 2006 12:46 PM] -- Balaji M says:
The return shipping label is only available to send end user replaceable parts back to HP and not for sending the unit for service.
[Monday, August 14, 2006 12:47 PM] -- RM says:
Well the main board seems defective so why not ship the WHOLE part back for replacement?
[Monday, August 14, 2006 12:49 PM] -- Balaji M says:
RM, the system board is not an end user replaceable part and you would need to send the unit in for service to get it replaced.
[Monday, August 14, 2006 12:54 PM] -- RM says:
we're in complete agreement there, therefore a label for the fine HP foam padded drop box that even has HP tape isn't needed, just the label to return it with is all that's required. I could probably send you a picture of it to show you it's an HP drop box, but the tubes might be full
[Monday, August 14, 2006 12:56 PM] -- Balaji M says:
RM, I understand you concern, but there is no return shipping label available for sending the unit in for service.
[Monday, August 14, 2006 12:57 PM] -- Balaji M says:
For sending the unit you would need to use the same box that was shipped to you with this case number.
[Monday, August 14, 2006 12:58 PM] -- RM says:
You say that this new box with a return label will arrive tomorrow? If it doesn't that would be a lie and very bad karma.
[Monday, August 14, 2006 1:00 PM] -- Balaji M says:
Yes, you would receive the box along with the shipping label tomorrow.
[Monday, August 14, 2006 1:02 PM] -- RM says:
You are Anish's Manager and can guaranty that I'll receive a new box tomorrow with a label? How do I know you're not lying and I will get this box tomorrow? You can guaranty DHL will get it here tomorrow?
[Monday, August 14, 2006 1:03 PM] -- Balaji M says:
RM, I will follow up with this case and make sure that you would receive the box with the shipping label tomorrow.
[Monday, August 14, 2006 1:04 PM] -- Balaji M says:
RM, please provide me the following information to ship box:
1. Complete Shipping address with Zip code:
2. Contact Phone number:
3. Alternate Phone number:
[Monday, August 14, 2006 1:08 PM] -- RM says:
But if you aren't Anish's Manager...then Anish was lying to me. I was told that I was being transfered to a Higher Level...and he had referred to the higher level as his manager. That's bad karma for him! That makes me think you're lying to me too...I think that I want a tracking number right now for this box I'm "supposedly" to get tomorrow. So much bad karma...
IS Department, Flr #1 Rm 243
xx W. Test Dr.
Badong, CA 92xxx
909-335-xxxx
909-335-xxxx
[Monday, August 14, 2006 1:11 PM] -- Balaji M says:
Thank you, RM.
[Monday, August 14, 2006 1:11 PM] -- Balaji M says:
For reference, your Case ID is 3215xxxxxx
[Monday, August 14, 2006 1:12 PM] -- Balaji M says:
RMb, there is a Process when servicing your notebook. By sending your notebook to HP to be repaired, you agree to the following conditions:
a. HP will not backup data from the hard drive. It is your responsibility to backup your data from the hard drive.
b. During the repair process "your hard drive may be re-imaged if it fails QA (Quality Analysis) testing", if the drive is re-imaged the data will be permanently lost.
c. All passwords should be removed before the (Laptop/Notebook) is shipped in for repair, this includes the BIOS and Windows passwords.
d. During our troubleshooting process you have described your notebook to be in proper working order. Please be informed that all units showing signs of accidental damage will be charged an evaluation fee of $89 if they are returned un-repaired
[Monday, August 14, 2006 1:13 PM] -- Balaji M says:
RM, do you accept the above process?
[Monday, August 14, 2006 1:15 PM] -- Rob M says:
Yes I do...but reading back on the logs I've already done this with Anish on this case number. That means if you're doing it now, he had said he had too, so that means he was lying...and if he was lying that means you're not his manager. And if you're masquerading as his manager that means you getting twice the bad karma from his lying and yours...
[Monday, August 14, 2006 1:16 PM] -- Balaji M says:
RM, I am not lying to you and I am Anish's manager.
[Monday, August 14, 2006 1:17 PM] -- RM says:
then why hadn't Anish done what he said he was going to do?
[Monday, August 14, 2006 1:18 PM] -- Balaji M says:
RM, I am not sure, I think he might got confused.
[Monday, August 14, 2006 1:19 PM] -- Balaji M says:
RM, to get your notebook repaired we have dispatched a drop box to have it picked up and serviced. You would be receiving the drop box in one or two business days. Before sending it in for repair, please make sure that your personal data is backed up and the power is turned off.
When you get the box it will have some instructions about packing your notebook into the box and scheduling it for pickup. Please use this case number for reference 3215xxxxxx.
[Monday, August 14, 2006 1:19 PM] -- RM says:
Prehaps it was the "not reading the initial question" problem that
seems to plague him. Maybe that from all the bad karma?
[Monday, August 14, 2006 1:19 PM] -- Balaji M says:
RM, is there any other technical issue that I can assist you with?
[Monday, August 14, 2006 1:21 PM] -- RM says:
well if all I can do is not have my initial problem solved of "having a
label emailed to me" then no. you weren't able to help my initial
problem. But thank you for asking. I hope Anish's karma doesn't wear
off on you...but you should watch out for him...he seems like a
liar...and would probably steal office supplies too.
[Monday, August 14, 2006 1:23 PM] -- Balaji M says:
RM, since we have completed troubleshooting your issue, I am going to
close this support request at this time. If you should need assistance
in the future, please try our Instant Support program again. You may
start a new session and refer to case ID number 3215xxxxxx. The agent
that helps you at that time can use the ID number to see a record of
our conversation. Thank you again for contacting HP and have a great
day. Balaji
[Monday, August 14, 2006 1:24 PM] -- RM says:
mmm yeah thanx =P
Labels: offshore tech support
posted by Cable-Monkey at 1:57 PM
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