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Old 31-01-2010   #1
PCN Master
Join Date: May 2009
Location: Ottawa, Ontario, Canada
Posts: 1,665
PSN ID: Xtreme8888
What Happened to Good Technical Support

I starting this one because today I had a bit of a laugh after contacting HP for some assistance in solving a problem I've had for awhile with my newer laptop and if anyone reading this has gone through something similar, post it below, maybe we can all have a laugh. Anyway, the hard drive is my laptop produces a clicking sound every once and awhile and don't post saying your hard drive could be dying, I've already run all the HDD tests and done the research, it's a common problem with the line of hard drive in my machine and it's fixed through a simple firmware update, HP simply hasn't provided one yet for their consumers as so far it seems it's up to the manufacturer of the laptop to release the firmware, Seagate refuses to offer the firmware on their own website or acknowledge the problem.

Now of course I didn't feel like calling into the support line so I went with the e-mail system and despite today being a weekend I actually got a response, of course the e-mail support is not run from North America, their English skills proved that and then soon after I got another response, only it wasn't mine, apparently they aren't too worried about customer's privacy because shortly after a response to my problem I was sent an e-mail that's was destined for another customer whose name I won't reveal who lives in the U.S. After getting that I just about belted out laughing, of course I did forward the e-mail back to HP so they can send it to the right place hopefully.

Anyway after all that my response was the typical install the latest drivers although they did provide me with direct links to the drivers my machine uses, too bad I was thinking about 15 steps ahead of them and already had done the Internet research and installed the latest drivers and BIOS update.

Well as I said before, feel free to post your experiences with Technical/Customer Support from any company, maybe we can make someone's day here.
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Old 31-01-2010   #2
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Join Date: Jun 2008
Location: Arizona
Posts: 3,118
PSN ID: soldierone
The graphics card on my Alienware laptop is pretty much gone, and being a laptop that means the motherboard goes with it. I got the Alienware laptop before Dell bought them, so it wasn't just a fancy overpriced Dell computer yet.

I call Alienware (not Dell) and tell them "this is the problem, this is what I need, Im IT certified to do it" yatta yatta, the guy turns around and starts telling me to troubleshoot it from the begining. "plug it in, check this" and I straight up tell him "I already did all of that crap, i just need the part! I dont need it replaced or sent in, I just need to buy the part because its not sold through third parties" So he says hang on and directs me to the "right" person.

5 minutes of waiting a lady answers, and tries to do the same exact thing. However when i tell her ive done it and dont need help, she gets all mad and starts yelling at me. Then I get this "We are sorry, we dont service Alienware computers that were made before the Dell purchase, you must contact Alienware." I reply "I was originally with Alienware, they sent me to you, all i need is the damn part or how to replace it correctly." She hangs up on me. Doesnt say anything, just straight up hangs up on me.

I call the Alienware guy and be like "Ok i was here before, you sent me to a lady that didn't know **** and she said Dell wont service my computer because Im an Alienware customer" yatta yatta, he says sorry whatever. Then he starts trying to persuade me to return the computer to Alienware and "upgrade" to another one, I said no like 10 times. Then he goes (this is like 2 hours after constant stupidity) "we cant send out parts like that, but you can try computer stores to find something" (even though 2 hours ago I told him no one sells it!) and then (this is the big one) he asks for my customer number and if im still under warrenty, and If im not then he has to charge me 50 bucks for him telling me its a "motherboard issue." I laughed and hung up.

Moral of this story, Dell has completely screwed Alienware. I had a keyboard and charger issue before they bought them out, they sent out new parts that day with no questions asked.
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Old 31-01-2010   #3
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Join Date: Apr 2009
Location: Trenton, On
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PSN ID: m0tl3ysl4y3r
I think I've experienced something similar to you
I get a lot of those "program is not responding" things as well but I know that when the university gave us our laptops, they didn't install a lot of the programs correctly because when I ran a check of if the programs were installed correctly, well over 100 programs were not installed correctly
as for the customer support in different countries, yeah its annoying when they can't speak halfway decent english but I guess saving money is more important to companies now than good customer service
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Old 31-01-2010   #4
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Well as an update I never did get a reply back about their mistake sending me the wrong e-mail and my latest response while addressing my computer is written to the name of the person whose e-mail I received by mistake, anyway of course they are telling me to do things I already tried and I told them I did that and the latest thing they want me to try is A. stupid and B. I don't have the tools to do so (they want me to remove the battery, open my machine up, take the hard drive out and put it back in to "reset" it), well that and open a case with Seagate, which I did do, although I have a feeling they are just going to send me straight back to HP.

Although it's so far not as bad as my Blackberry, through my own stupidity I forgot my username and password for the Blackberry Internet Service which is required to setup e-mail on your Blackberry and update your e-mail accounts as some providers require you to re-input your password every so often, which is done through BIS. Well to get it recovered or reset you have to call your service provider, let's just say even with Canadian tech support from Bell from the start (the only reason why I got support in Canada is because the number I called also supports business customers), the guy on that end didn't understand what I wanted and finally transferred me, well 40 minutes later I was still waiting on the transfer and since I needed to go somewhere, I gave up.
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Old 31-01-2010   #5
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biggest problem here in the uk, with ISP or mobile ntwork providers is that all the damn customer service lines seem to be based in pakistan and without sounding racist here, you cant understand a thing they say and they can barely understand you :( not there fault they get paid to do it, but you think these multi million pound companies would use some bloody common sense! :(
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Old 10-02-2010   #6
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Well since my last post I've given plenty of time to both Seagate and HP and I've got nowhere, basically after HP told me to contact Seagate and Seagate told me to use the firmware update checker which I had done before anyway they basically said to me "Since your hard drive is OEM installed, HP has to deal with it/supply the firmware". Of course tech support at HP has nothing to say so I requested a escalation to a higher department which they won't give me unless I supply them a phone number which I can't for two reasons, the college phone system is way too complicated for HP to make through just to contact me and the other is my cell phone number (which is my main phone line, anyone who needs to contact me knows call/text the cell) is not something I want to give to HP, I've read too many times of people who later regret giving out personal phone numbers to companies. So until I get home, I get no further ahead.
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Old 17-02-2010   #7
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Okay again, double post but I really had a facepalm moment today and I wanted to give people here a laugh maybe, I have been able to provide HP a phone number recently to contact me, which is great then after that I get an e-mail asking me to provide a serial number, great thing is I provided that 6 e-mails ago and every time I contact them I reply to the message so all they had to do was scroll down and it was right there, all I did was copy and paste that particular response.

Then after that I got another e-mail saying they would contact me but in the same e-mail there brilliant support agents in Asia managed to refer to me by two different names and this is after I've corrected them of this fact several times, long story short, if you're going to buy HP, Dell or some other computer, extended warranties are great since the store deals with these idiots and you can usually get them cheaper than what they say, when I got my latest machine, I simply mentioned to the salesperson I could buy a warranty direct from HP for less than half of what they wanted and I had it for almost the same amount.
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Old 20-02-2010   #8
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Quote:
Originally Posted by X_Racer1 View Post
if you're going to buy HP, Dell or some other computer, extended warranties are great since the store deals with these idiots and you can usually get them cheaper than what they say, when I got my latest machine, I simply mentioned to the salesperson I could buy a warranty direct from HP for less than half of what they wanted and I had it for almost the same amount.
thank god i live in canada lol i have ever only delt with canadian people for support except i did get this two idiots which was funny, heres the story.

I bought an amd laptop 1 year ago and about 8 months back the harddrive failed. now when the harddrive fails, there is absolutley no way of revivng it. period. so i call hp and i get this woman. i tell her my name, the laptop serial and everything, so when she asks me whats wrong, i tell her that my harddrive failed and i need a new one. she starts telling me to go through these steps and to acces the bios and all this. so i finally told her i want to talk to someone because obviously she had no idea about computers. second person comes on and asks me whats wrong, told them the same thing, its a hard drive failure. then they told me to go into the bios. me frustrated, i told them right away to shutup and let me talk to thier supervisor cause i cant deal with idiots anymore. fianlly hey patch me through to the supervisor, told him that it was a hard drive failure, and you know what he said... i need to send it in because there is nothing i can do to fix it!!!! NO ****!!!! morale of the story, if u get an idiot for customer support, ask to talk to the supervisor
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Old 20-02-2010   #9
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Quote:
Originally Posted by Sauberbmw View Post
thank god i live in canada lol i have ever only delt with canadian people for support except i did get this two idiots which was funny, heres the story.

I bought an amd laptop 1 year ago and about 8 months back the harddrive failed. now when the harddrive fails, there is absolutley no way of revivng it. period. so i call hp and i get this woman. i tell her my name, the laptop serial and everything, so when she asks me whats wrong, i tell her that my harddrive failed and i need a new one. she starts telling me to go through these steps and to acces the bios and all this. so i finally told her i want to talk to someone because obviously she had no idea about computers. second person comes on and asks me whats wrong, told them the same thing, its a hard drive failure. then they told me to go into the bios. me frustrated, i told them right away to shutup and let me talk to thier supervisor cause i cant deal with idiots anymore. fianlly hey patch me through to the supervisor, told him that it was a hard drive failure, and you know what he said... i need to send it in because there is nothing i can do to fix it!!!! NO ****!!!! morale of the story, if u get an idiot for customer support, ask to talk to the supervisor
Lol, I know what you mean. Whenever you get someone like the first 2 people, just say that you already did whatever they just told you. Moves things along a lot quicker.
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Old 20-02-2010   #10
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Join Date: Jul 2009
Posts: 9
PSN ID: T40Rs731N
Along the lines of outsourcing computer work:

My brother works for National Grid (utility). He was a lead IT. Well educated. They now threaten layoffs and moving all of the IT to India. Cheaper. So, my brother's new job at NG is to examine the software et al. coming from India, repair it, and send it back.

And now NG wants to up our rates, again.
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