Being involved with online internet marketing, it goes without saying that when I have computer problems it brings my internet networking business to a halt.

I recently was involved in a nightmare situation involving my computer.  I know most of us have spent time on the phone with “technical support”.  Sometimes we can understand them, sometimes we can’t!  I had been having “crashing” problems with my laptop for 4 – 5 months.

One time I called HP technical support to get my problems resolved.  I spent about two hours on the phone  jumping through the hoops of the technician’s directions. I was instructed to take the memory out and switch everything around.  We did the hard drive system check and after all was said and done I was instructed to go forward with the  system restore process.  Whoa!!  I would lose everything on my laptop.  I am not a computer illiterate person and knew this could not be a good thing.  I asked if in fact everything would be wiped off and was told yes.  So this was not an option.  However, at this point, I could not even boot up my computer.  I called in with at least a working system, and ended up with a non-functioning laptop.

I was instructed that I now had to take my laptop to a computer repair place and have the files downloaded to a hard drive. I was not a happy person as I had paid $150.00 for a service contract and now was told that HP would not be responsible for the charges I was going to incur at PC101.   I took my laptop to PC101 and received great service, costing $150.00.  I was now able to download my files to an external hard drive I had purchased.

I used my laptop for a short time and again encountered the “crashing” problems.  I can’t even begin to tell you how many hours I spent on the phone with HP technical support.  One day alone I was on the phone twice totaling over 6 hours.  A complete system restore was done, after which time within a couple of hours the laptop crashed again.  Then the second time I called the technician remotely checked my system and told me there was no evidence of the laptop crashing.  Hence, was I just dreaming that I was having problems?

Within a couple of days my laptop was crashing an average of 10 or 12 times daily.  I called HP back and the technician checked the file and was thinking I was dreaming this problem up, I am sure.  He remotely took access of my laptop.  Voilá! I was not making these calls because I didn’t have anything better to do. While he was checking everything out the laptop crashed! The result of this call was getting authorization to send the laptop in for repair.  I was specifically told that the laptop would be either repaired, or replaced.

This was not the end of the story.  I was notified after HP received my laptop and checked things out.  I was told that my laptop was not repairable, and they would not replace it.  Seems there was extensive damage to the laptop.  I was not told  exactly what this damage was, other than the person mentioning in passing that it had spill damage.

As I am the only person that used this laptop I ended up calling the customer service department.  I had requested photos showing the damage and they told me they were also requesting photos.  After a couple of days I was called and told that they had misdiagnosed the laptop and they would be repairing it and I would have it back the following week.

I did receive my laptop back.  Upon opening the box I was dismayed, but not surprised to find that yes the laptop did in fact have spill damage.  However, it was not damage I had created.  I was back on the phone and ended up speaking with a Case Manager, David, that reviewed my folder.  He asked me to send him photo documentation on the spill damage.  He found it strange that nowhere in my service records was “spill damage” mentioned.  My daughter took excellent photos and I emailed these to David.

To make an already long story shorter, David called me and went over specifications matching, or exceeding those of my original laptop, to build a new laptop.  I received the new laptop in about two weeks. It is absolutely awesome.

I am a firm believer that in addition to making the complaining calls or reports, we need to give the kudos when so deserved.  I just want to say, “Thank you, David for restoring my faith in HP and for the fabulous service and execution of this case.”

And on a last note, when you encounter a problem, no matter what it is, don’t give up.  Victory is just around the corner.

Until next time,

Judy Conway