See the worst Customer Service and irritating customer service from HP. Hewlett packard
[Wednesday, March 23, 2011 8:45 AM] -- Automatically generated message:Thank you for using HP's Instant Active Chat Support. Our Chat Support is provided free during your warranty period. Your request has been received by our Technical Support Center, and has been queued. Support for HP Notebooks, Desktops, and Printers are available 24 hours a day, 7 days a week. You will receive a response to your support request in 2 minutes or less.
Starting from Jan 1st 2010, HP will stop free support for out of warranty Consumer Notebook . And from Feb 1st 2010, No free support for out of warranty Commercial Notebook. Alternatively, you have the option to seek self-help support from our website at www.hp.com/go/bsc or you can bring your notebook to Service Center for chargeable support.
[Wednesday, March 23, 2011 8:45 AM] -- Automatically generated message:
The HP Support technician, Anitha B has been assigned to your case.
[Wednesday, March 23, 2011 8:46 AM] -- Automatically generated message:
For reference, your Case ID is XXXXXXXX
[Wednesday, March 23, 2011 8:46 AM] -- Anitha B says:
Hello Guest, thank you for contacting HP Active Chat Support. My name is Anitha and I see you have a question regarding your Notebook. Please give me 2 minutes to review your information. Thank you.
[Wednesday, March 23, 2011 8:46 AM] -- Anitha B says:
Guest, if you have not installed the HP Support Assistant, please click on the link below to install the same. The below link would help you to install and guide you how to use HP Support Assistant as well.
http://h18021.www1.hp.com/helpandsupport/HPSA.html
[Wednesday, March 23, 2011 8:47 AM] -- Guest says:
ok. ready my problem and just reply me only, Are you able to provide me on-site support or not?
[Wednesday, March 23, 2011 8:47 AM] -- Guest says:
My problem is
[Wednesday, March 23, 2011 8:49 AM] -- Guest says:
My problem is
1. My notebook charging is no more working.
2. My notebook DVD drive is no more working.
3. My CPU fan acceleration is very high and flowing too much heat.
[Wednesday, March 23, 2011 8:49 AM] -- Guest says:
Can you able to help me?
[Wednesday, March 23, 2011 8:49 AM] -- Guest says:
Can you help me?
[Wednesday, March 23, 2011 8:50 AM] -- Guest says:
Are you there or left the session already???
[Wednesday, March 23, 2011 8:50 AM] -- Guest says:
??
[Wednesday, March 23, 2011 8:52 AM] -- Guest says:
Anitha B. are you there online or left the chat session already???
[Wednesday, March 23, 2011 8:53 AM] -- Anitha B says:
Thank you for your time.
How are you doing today, Guest?
[Wednesday, March 23, 2011 8:54 AM] -- Anitha B says:
I understand that the Adapter, Optical drive of the Notebook isn't functioning and the Notebook gets Overheated. Am I correct?
[Wednesday, March 23, 2011 8:54 AM] -- Guest says:
Yes 101% correct. but replied very late.
[Wednesday, March 23, 2011 8:55 AM] -- Anitha B says:
I apologize for the delay in response due to technical issues at our end.
[Wednesday, March 23, 2011 8:55 AM] -- Guest says:
ok
[Wednesday, March 23, 2011 8:55 AM] -- Anitha B says:
Have you tried swapping with a known good Adapter of the same kind and checked if that works on the Notebook in question?
[Wednesday, March 23, 2011 8:56 AM] -- Guest says:
Good.... How can I swap it??? I think your mean to say, I have to buy new one adapter to check that my old adapter is working or not????
[Wednesday, March 23, 2011 8:57 AM] -- Guest says:
So funny reply.
[Wednesday, March 23, 2011 8:57 AM] -- Anitha B says:
We always suggest all our Customers to check with the known good Adapter to confirm if it's faulty or not.
[Wednesday, March 23, 2011 8:58 AM] -- Anitha B says:
You could check it with a spare one or borrow it from your friends.
[Wednesday, March 23, 2011 8:59 AM] -- Guest says:
No one, my friend is here having HP notebook but here one friend have ACER notebook and ACER response is too much good then HP notebook. really HP is worst.
[Wednesday, March 23, 2011 8:59 AM] -- Anitha B says:
If you are unable to check, then you may carry the Notebook to the Service Center where the team would diagnose the unit manually and replace the appropriate faulty part.
[Wednesday, March 23, 2011 8:59 AM] -- Anitha B says:
Did you check if the Optical drive detects the bootable discs?
[Wednesday, March 23, 2011 9:00 AM] -- Guest says:
The problem with my adapter is charging indicator glows for a minute and then off for several minutes and charging is off. It is happening with me from last 2 days.
[Wednesday, March 23, 2011 9:00 AM] -- Guest says:
Yes I checked , it can not detect bootable disc.
[Wednesday, March 23, 2011 9:01 AM] -- Anitha B says:
We recommend you to check with another known good Adapter of the same kind and check if the issue persists with that as well.
[Wednesday, March 23, 2011 9:01 AM] -- Anitha B says:
Is the drive listed in the Device Manager and under the "My computer" window?
[Wednesday, March 23, 2011 9:01 AM] -- Guest says:
You know my fan acceleration is so much high and flowing too much heat , if you will put you hand infront of FAN then your hand will burn within 5 minutes...
[Wednesday, March 23, 2011 9:02 AM] -- Guest says:
Will you provide me on-site support or not??? YES or NO???? just reply me only one word.
[Wednesday, March 23, 2011 9:02 AM] -- Anitha B says:
Is the Notebook running even after such overheating?
[Wednesday, March 23, 2011 9:02 AM] -- Guest says:
yes
[Wednesday, March 23, 2011 9:03 AM] -- Anitha B says:
We would arrange the service only if you perform the troubleshooting steps suggested to identify the exact faulty part.
[Wednesday, March 23, 2011 9:03 AM] -- Anitha B says:
If you are not ready to perform the troubleshooting steps, then you may have to visit the Service Center. Where the troubleshooting steps would be performed to isolate the faulty part.
[Wednesday, March 23, 2011 9:03 AM] -- Guest says:
Ok say soon. by the way most of the troubleshooting, I had already done.
[Wednesday, March 23, 2011 9:04 AM] -- Anitha B says:
Then, please check with a known good Adapter of the same kind and check if the issue persists with that as well.
[Wednesday, March 23, 2011 9:04 AM] -- Guest says:
I have no extra adapter
[Wednesday, March 23, 2011 9:05 AM] -- Anitha B says:
In that case, you would need to contact the Service Center in this regard.
[Wednesday, March 23, 2011 9:05 AM] -- Anitha B says:
Let's move on to the Optical drive issue.
[Wednesday, March 23, 2011 9:06 AM] -- Guest says:
You know. I want to tell you one thing. before this I already contacted to support using this chat. And the support executive was not able to solve my problem.
[Wednesday, March 23, 2011 9:06 AM] -- Anitha B says:
Yes. I checked the case history and found that you were not ready to perform any troubleshooting steps suggested.
[Wednesday, March 23, 2011 9:07 AM] -- Guest says:
and this time If you are not able to send any executive to provide on-site support then I am going to send our and previous chat messaging to online websites and all newspapers.
[Wednesday, March 23, 2011 9:07 AM] -- Anitha B says:
Is the drive detecting and reading the brand new discs?
[Wednesday, March 23, 2011 9:07 AM] -- Guest says:
I had performed these steps.
[Wednesday, March 23, 2011 9:07 AM] -- Anitha B says:
Then let me know the results of it.
[Wednesday, March 23, 2011 9:07 AM] -- Guest says:
Don't say that I did not performed these steps. better saying me a liar, you come yourself and check your self.
[Wednesday, March 23, 2011 9:08 AM] -- Anitha B says:
Let me know the troubleshooting steps that you have tried.
[Wednesday, March 23, 2011 9:08 AM] -- Guest says:
yes 1 more minutes please.
[Wednesday, March 23, 2011 9:09 AM] -- Anitha B says:
Sure.
[Wednesday, March 23, 2011 9:09 AM] -- Guest says:
and I also created two videos regarding my charging problem. which clearly shows the charging light glows and off, glows and off... And I am going to publish it on you tube.
[Wednesday, March 23, 2011 9:09 AM] -- Guest says:
Ya now i am ready to tell you these steps. to proof that I am not a Liar.
[Wednesday, March 23, 2011 9:10 AM] -- Guest says:
regarding optical drive. the steps I performed is as below
[Wednesday, March 23, 2011 9:11 AM] -- Guest says:
1. your executive had says about to find two registry values in the regedit, i went at same path but could not find these values.
[Wednesday, March 23, 2011 9:12 AM] -- Guest says:
2. I removed driver from device manager and restarts the system. After restart it installed drivers automatic. Yet problem not solved.
[Wednesday, March 23, 2011 9:12 AM] -- Anitha B says:
Okay.
[Wednesday, March 23, 2011 9:12 AM] -- Guest says:
regarding adapter charging. i performed steps as below
[Wednesday, March 23, 2011 9:13 AM] -- Guest says:
1.I removed driver from device manager and restart the notebook. upon restart , driver installed automatic and problem not resolved.
[Wednesday, March 23, 2011 9:14 AM] -- Guest says:
2. I have no person here who have HP notebook because they don't want to bother himself like me to use the HP notebook. So i could not change the adapter with anyone.
[Wednesday, March 23, 2011 9:15 AM] -- Anitha B says:
Okay.
[Wednesday, March 23, 2011 9:15 AM] -- Anitha B says:
Is the drive reading the new discs?
[Wednesday, March 23, 2011 9:15 AM] -- Guest says:
3. I changed the plug of power supply in different electric board to check that plug power supply is running properly or not. yet problem not resolved.
[Wednesday, March 23, 2011 9:16 AM] -- Guest says:
drive is not able to write any data on new disc.
[Wednesday, March 23, 2011 9:16 AM] -- Anitha B says:
Is it reading the data from the disc?
[Wednesday, March 23, 2011 9:16 AM] -- Guest says:
NO
[Wednesday, March 23, 2011 9:17 AM] -- Anitha B says:
Did you try cleaning the lens using the lens cleaning disc?
[Wednesday, March 23, 2011 9:17 AM] -- Guest says:
I have no lens cleaning disc, nor HP provided me the disc when I bought the Notebook.
[Wednesday, March 23, 2011 9:18 AM] -- Anitha B says:
Did you try cleaning the drive using a can of compressed air?
[Wednesday, March 23, 2011 9:18 AM] -- Guest says:
Yes.
[Wednesday, March 23, 2011 9:19 AM] -- Anitha B says:
Okay. Did you try performing the Recovery and check if the issue persists even in the factory settings?
[Wednesday, March 23, 2011 9:21 AM] -- Guest says:
Madam, compact drive is not working and not writing data on disc is a hardware issue not a software issue. And I had done the recovery after few days when I bought the notebook. Yet problem is same.
[Wednesday, March 23, 2011 9:21 AM] -- Anitha B says:
Okay. Let me know the Operating System installed on the notebook.
[Wednesday, March 23, 2011 9:25 AM] -- Guest says:
it is Windows 7 home premium.
[Wednesday, March 23, 2011 9:25 AM] -- Anitha B says:
I shall arrange an Onsite to replace the Optical drive by mentioning the details provided by you.
[Wednesday, March 23, 2011 9:25 AM] -- Anitha B says:
Let me know if you have updated the BIOS to address the Overheat issue.
[Wednesday, March 23, 2011 9:26 AM] -- Guest says:
No I don't know how to update the BIOS.
[Wednesday, March 23, 2011 9:27 AM] -- Anitha B says:
I shall provide you the link from where you could download and update the BIOS.
[Wednesday, March 23, 2011 9:27 AM] -- Anitha B says:
HP Notebook System BIOS Update (Intel Processors)
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-91247-1&lc=en&dlc=en&cc=us&os=4062&product=4168969&sw_lang=
[Wednesday, March 23, 2011 9:27 AM] -- Guest says:
and I don't want to update it myself otherwise if problem increased then I could not use my notebook. So better this type of things should be done by your technical support persons.
[Wednesday, March 23, 2011 9:27 AM] -- Anitha B says:
Note: Ensure there is no power failure while a BIOS update is in progress.
[Wednesday, March 23, 2011 9:28 AM] -- Guest says:
Okay, i will do but if any error happened, then only you will be responsible for that error. and I will say only your name, if any error or problem comes due to BIOS update.
[Wednesday, March 23, 2011 9:28 AM] -- Anitha B says:
This is a Software update that could be done by the Customers. If the technician does this, he would charge it for you as it's not covered under warranty.
[Wednesday, March 23, 2011 9:29 AM] -- Guest says:
So can i leave chat session now???
[Wednesday, March 23, 2011 9:29 AM] -- Anitha B says:
In order to arrange the Onsite to replace the Optical drive, I would need your complete postal address along with the primary contact number and an alternate contact number.
[Wednesday, March 23, 2011 9:30 AM] -- Guest says:
and if I installed it and your technician says , who say to install it and now he is not able to provide me support because i had installed this software. Then????? will you pay the sum of my Notebook that is 45k INR???
[Wednesday, March 23, 2011 9:31 AM] -- Guest says:
My address is
[Wednesday, March 23, 2011 9:31 AM] -- Anitha B says:
You have this chat conversation which you could use it as proof to inform that we suggested you to update the BIOS.
[Wednesday, March 23, 2011 9:31 AM] -- Guest says:
My address is XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
[Wednesday, March 23, 2011 9:32 AM] -- Guest says:
and contact number is XXXXXXX
alternate number is XXXXXXXXXX
[Wednesday, March 23, 2011 9:32 AM] -- Guest says:
Ok I will update the BIOS.
[Wednesday, March 23, 2011 9:33 AM] -- Anitha B says:
There is nothing that we could do from our end as you are not ready to perform the suggested troubleshooting steps. Hence, I shall arrange an onsite to replace the faulty Optical drive as you have tried all the troubleshooting steps to confirm it to be faulty.
[Wednesday, March 23, 2011 9:33 AM] -- Guest says:
So when Should I have to hope that your executive will come for on-site support???
[Wednesday, March 23, 2011 9:33 AM] -- Anitha B says:
Please make a note of the case reference Id as XXXXXXXXXXXXX.
[Wednesday, March 23, 2011 9:33 AM] -- Guest says:
OK.
[Wednesday, March 23, 2011 9:34 AM] -- Anitha B says:
Our Onsite Engineer would contact you within 3 business days to replace the faulty Optical drive.
[Wednesday, March 23, 2011 9:34 AM] -- Guest says:
and what about the adapter?
[Wednesday, March 23, 2011 9:35 AM] -- Guest says:
and what about the adapter or battery???
[Wednesday, March 23, 2011 9:35 AM] -- Anitha B says:
Please update the BIOS and get back to us with your observations in a new chat so that we could process the case further for the Overheat issue.
[Wednesday, March 23, 2011 9:35 AM] -- Anitha B says:
As we have informed in all the chat sessions, that it is beyond our support limits to arrange the Service without confirming the faulty part.
[Wednesday, March 23, 2011 9:35 AM] -- Guest says:
Ok fine. Thanks
[Wednesday, March 23, 2011 9:35 AM] -- Anitha B says:
Please check with an alternate Adapter and get back to us so that we could assist you further.
[Wednesday, March 23, 2011 9:36 AM] -- Guest says:
I will try my best.
[Wednesday, March 23, 2011 9:36 AM] -- Anitha B says:
Guest, I shall go ahead and close this support request, I would send the closure request to you now, please confirm the same. Do contact our Instant Support for any assistance.
You may start a new session and refer to Case ID XXXXXXXXX. Thank you for contacting HP and have a great day.
Anitha
Technical Support Engineer - PSG Notebook
"Our aim is to deliver best in class customer service".
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