And hopes are dashed
This is me whining about my new laptop and dealing with tech support. It's rather long and pretty self-righteous. Which is par for the course, I guess.
I bought a laptop on Thursday of last week. It's a sweet convertible tablet. You know, the screen rotates and folds over and you can write on the screen. The screen also has a Wacom Digitizer, for drawing, that allows you to place your hand on the screen but only have the pen registered. It got delivered last night. I opened it. The pen is defective. The pressure sensor in it is always in a clicked status. So, as soon as the pen comes within range of the screen a click is registered. I talked with three people from support last night for almost 7 hours.
The entire time they treated me like I was just some random guy. I tried to tell them "I used the pen from my roommate's tx2000z and it works fine. The pen that came in the package is defective." That is almost true. I used my roommate's brother's pen, but either way. The outcome was the same. I tried to tell them "I design software that utilize Wacom tablets to capture signature. I've seen this before and the pressure sensor is broken." Also a true statement. They didn't care.
Finally after 7 hours of doing pointless system restores and changing arbitrary settings, the support lady says it looks like a hardware failure. "We'll send you a box and you can send us the notebook and we'll diagnose the problem and repair it, free of charge as it is still under warranty."
I said "Just send me a new pen, the laptop is fine. The Pen is broken."
"We need to have the notebook to properly diagnose the problem."
"No you don't. The pressure sensor in the pen is broken. It is constantly in a depressed status, triggering a click when it is in range of the screen. I don't even have to touch the screen."
"We need to have the notebook to properly diagnose the problem."
"Fine."
"Thank you for your time and patience."
So my laptop, that was just delivered last night, will be sent out and gone for 7-9 business days. HP your support staff sucks and is useless. Also, their grammar is terrible. And another thing, while I'm at it: Chat Support Sucks.
I bought a laptop on Thursday of last week. It's a sweet convertible tablet. You know, the screen rotates and folds over and you can write on the screen. The screen also has a Wacom Digitizer, for drawing, that allows you to place your hand on the screen but only have the pen registered. It got delivered last night. I opened it. The pen is defective. The pressure sensor in it is always in a clicked status. So, as soon as the pen comes within range of the screen a click is registered. I talked with three people from support last night for almost 7 hours.
The entire time they treated me like I was just some random guy. I tried to tell them "I used the pen from my roommate's tx2000z and it works fine. The pen that came in the package is defective." That is almost true. I used my roommate's brother's pen, but either way. The outcome was the same. I tried to tell them "I design software that utilize Wacom tablets to capture signature. I've seen this before and the pressure sensor is broken." Also a true statement. They didn't care.
Finally after 7 hours of doing pointless system restores and changing arbitrary settings, the support lady says it looks like a hardware failure. "We'll send you a box and you can send us the notebook and we'll diagnose the problem and repair it, free of charge as it is still under warranty."
I said "Just send me a new pen, the laptop is fine. The Pen is broken."
"We need to have the notebook to properly diagnose the problem."
"No you don't. The pressure sensor in the pen is broken. It is constantly in a depressed status, triggering a click when it is in range of the screen. I don't even have to touch the screen."
"We need to have the notebook to properly diagnose the problem."
"Fine."
"Thank you for your time and patience."
So my laptop, that was just delivered last night, will be sent out and gone for 7-9 business days. HP your support staff sucks and is useless. Also, their grammar is terrible. And another thing, while I'm at it: Chat Support Sucks.