I've been amiss in updating my HP story. When we left off it was March and I had sent my laptop in for it's 2nd repair. It came back rather quickly in early April and HP had replaced the mother board which of course included a new graphics processor. However, per their policy they are still giving out the "bad" processors so the same problems are occurring again. I called HP about two weeks ago to say that I'm still having problems with my laptop overheating, losing wireless connectivity, oh and by the way my mouse acts erratically. I was quickly given a case manager. But he passed me off to the Safety group because of the overheating story. So now, I'm sending in my laptop for the 3rd time (in 6 months) to a Safety engineer who will test it and then they will tell me if anything is wrong with it.
Can someone please explain to me why they didn't do this the first time when the computer was too hot to touch else you'd burn your hand (and it smelled like it was burning?) That would have been a great example. Now, while it's overheating and runs 65-75 deg Celsius, it's not nearly as exciting.
Don't forget to follow this website and post your own story of issues with HP and the nvidia grapics chips.
Stay tuned.
Showing posts with label HP. Show all posts
Showing posts with label HP. Show all posts
Friday, July 10, 2009
Friday, July 3, 2009
Advice for dealing with HP Technical Support
Another HP nightmare.
I originally had a Pavilion DV8000. It kept crashing. I reloaded the OS three times and that did not fix it. It was sent back three times for repair and that did not fix it. I kept going around with Technical Support (the stateside ones aren't bad, but the idiots in India are terrible! They work from a "cookbook" with no real understanding to either the software or the hardware - after about three exchanges trying to dx a problem they always, and I mean ALWAYS, revert to reloading the OS to factory state).
I originally had a Pavilion DV8000. It kept crashing. I reloaded the OS three times and that did not fix it. It was sent back three times for repair and that did not fix it. I kept going around with Technical Support (the stateside ones aren't bad, but the idiots in India are terrible! They work from a "cookbook" with no real understanding to either the software or the hardware - after about three exchanges trying to dx a problem they always, and I mean ALWAYS, revert to reloading the OS to factory state).
I looked up the CEO's name and address and started writing him letters detailing my misadventures with TS. Later I started sending them certified RRR.
His address is:
Mr. Mark Hurd
CEO & COB, Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185.
I also started copying his office and the executive customer relations committee of his office for ALL emails.
His address is:
Mr. Mark Hurd
CEO & COB, Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185.
I also started copying his office and the executive customer relations committee of his office for ALL emails.
- email.ecr@hp.com
- external.ceo-communication@hp.
com
If and when I ever called them, I used my Skype & PamelaPro and recorded ALL conversations and told them up front I was doing that. I also noted to them the emails' CC's to Hurd's office.
It took a while and a LOT of bitching, but finally I was called by someone from Hurd's office who put an Executive Case Manager on the line who asked what I wanted in my new, custom built to order, laptop. I started with TS in June and got my new computer on November 11th. They sent me a DV9500, 2.2 GHz Intel Duo 2 T7500 CPU, 2 GB Ram, & two internal 120 GB HDs.
Be persistent, be firm, write Hurd a LOT! Copy the ECR on EVERYTHING (they WILL call you, thanks to me - new policy after my bitching). You should NOT be taking it to any third party as that can invalidate the warranty, regardless of what they say. If they want that done, they can do it. Just keep after them, do their checks and document it all and copy it all to ECR & Hurd. Download the complaints from the forum sites and send it along with EVERY letter & email. Contact the maker of the card in question (which is on the mother board, but not a part of it) and get them in on this issue. Basically be a PITA!
Sunday, March 29, 2009
HP is definitely wearing me out
It's a game of survival basically. I called my HP Executive Case Manager (ECM) immediately after my laptop returned from being repaired and expressed my disappointment that only the heatsync fan was replaced and the graphic card was left alone along with the rest of the motherboard even though I smelled it burning! The ECM said there was nothing she could do about the repair that since the repair order was submitted by a tech in India she didn't have access to it so even though I was speaking to her for over a week about the problem and how it would be fixed she couldn't update the repair order to communicate with the repair tech! What? Your kidding me. Really?
I even wrote a detailed letter to the repair tech explaining what happened and what I suspected were the problems. That didn't help either.
The call with the ECM got disconnected and since I had waited 30 minutes on hold to talk to her in the first place I didn't have the energy to call back. So later I called the Executive Customer Relations (ECR) I was speaking with and expressed my disappointment not only with the repair but with HP's processes, and the fact that no one at HP considers these failing graphics cards to be an issue even though there are hundreds if not thousands of affected people. Some people have documented their failure and HP experiences here.
But, that didn't help as the ECR just doesn't get it. Not only am I unhappy with my repair I also want to make suggestions to HP for where they just aren't getting it when it comes to customer service and the processes they employ. But...lol, I'm crazy to apparently think they would want to improve as a company. Does it help I have an MBA and I worked as slave labor while in grad school at Compaq right when the merger was taking place? No.
The next time I spoke with the ECM she told me that both her and my voices were little and that HP was a huge company and I'd never be heard. I told her I begged to differ as I work for a very large corporation and my voice is heard and my company does improve their processes on a daily basis.
So while I try to speak on behalf of the many of us who are experiencing this graphics card failure, the only thing I have been able to do is get a 2nd repair on my laptop. That's right. It goes back in this week for repair. Who knows how long they will have it or what they will do to it this time.
I even wrote a detailed letter to the repair tech explaining what happened and what I suspected were the problems. That didn't help either.
The call with the ECM got disconnected and since I had waited 30 minutes on hold to talk to her in the first place I didn't have the energy to call back. So later I called the Executive Customer Relations (ECR) I was speaking with and expressed my disappointment not only with the repair but with HP's processes, and the fact that no one at HP considers these failing graphics cards to be an issue even though there are hundreds if not thousands of affected people. Some people have documented their failure and HP experiences here.
But, that didn't help as the ECR just doesn't get it. Not only am I unhappy with my repair I also want to make suggestions to HP for where they just aren't getting it when it comes to customer service and the processes they employ. But...lol, I'm crazy to apparently think they would want to improve as a company. Does it help I have an MBA and I worked as slave labor while in grad school at Compaq right when the merger was taking place? No.
The next time I spoke with the ECM she told me that both her and my voices were little and that HP was a huge company and I'd never be heard. I told her I begged to differ as I work for a very large corporation and my voice is heard and my company does improve their processes on a daily basis.
So while I try to speak on behalf of the many of us who are experiencing this graphics card failure, the only thing I have been able to do is get a 2nd repair on my laptop. That's right. It goes back in this week for repair. Who knows how long they will have it or what they will do to it this time.
Tuesday, March 17, 2009
Laptop back from HP
My laptop returned from the HP Service Center yesterday. Unfortunately all they replaced was the GPU fan which means they took care of one of the symptoms but not the cause. Had laptop on last night for a few hours and the temp got up to 72 deg C which while hot is not anywhere near as hot as it was getting before hand. However, my laptop did spontaneously shut itself down a few times which was odd. So, we will see what happens in the next few weeks.
Friday, March 13, 2009
NVIDIA Graphic Controller Chip Litigation
I finally came across one class action lawsuit involving NVIDIA, Dell, and HP and that lack of acknowledgment about the faulty graphics cards. What's even worse is the computer manufacturers are charging people $400 and up to repair the laptops and all they are doing is putting in a fresh faulty chip (which then fails even quicker than the first one did). I'm glad there is a class action lawsuit and have heard there are at least three different ones filed through the U.S. I'm ready to join. Bring it on.
Read the complaint.
The law firm's website says the following: If you have purchased any of the foregoing products and wish to discuss your legal rights or this litigation, please call us at 1-(800)-922-4851 or Contact Us to submit a request for more information.
Read the complaint.
The law firm's website says the following: If you have purchased any of the foregoing products and wish to discuss your legal rights or this litigation, please call us at 1-(800)-922-4851 or Contact Us to submit a request for more information.
Wired Blog on NVIDIA/HP/Dell Faulty Graphics Cards
There is a WIRED Blog entry on this issue of getting NVIDIA, HP, and Dell to admit that the faulty graphics card are causing laptops to fail at an alarming rate.
Tuesday, March 3, 2009
New Executive Case Manager
Last night a new Executive Case Manager (ECM) called me and she is soooo much nicer than the previous one and she actually listens and understands what I'm saying to her.
The following is what I found out from her:
1) They are replacing (for my series of laptops) the graphics card with the exact same one, Nvidia 8400M. I have asked her to confirm the manufacturing dates of these cards they are replacing our faulty ones with. If they are additional faulty cards, then in a year we are back to the same problem.
2) They are not taking the graphics card out of laptop A, repairing it and then putting it in laptop B. Well, at least that's not HP's policy I'm told.
3) Nor are they just repairing the graphics cards and sticking them back in the same laptop. Everyone should be receiving new graphics cards.
4) If the motherboard has to be replaced then it is highly likely the hard drive will need to be reset to factory conditions. I admit I'm not a computer expert....but this prepares me for a laptop coming back wiped clean.
But, per the forums this is not happening. Heck, even an employee at HP is having the same issues with his personal laptop and not getting the service he needs.
I found another website dedicated to this nVidia issue at HP. It's called, HP Lies. How sad is that?
The following is what I found out from her:
1) They are replacing (for my series of laptops) the graphics card with the exact same one, Nvidia 8400M. I have asked her to confirm the manufacturing dates of these cards they are replacing our faulty ones with. If they are additional faulty cards, then in a year we are back to the same problem.
2) They are not taking the graphics card out of laptop A, repairing it and then putting it in laptop B. Well, at least that's not HP's policy I'm told.
3) Nor are they just repairing the graphics cards and sticking them back in the same laptop. Everyone should be receiving new graphics cards.
4) If the motherboard has to be replaced then it is highly likely the hard drive will need to be reset to factory conditions. I admit I'm not a computer expert....but this prepares me for a laptop coming back wiped clean.
But, per the forums this is not happening. Heck, even an employee at HP is having the same issues with his personal laptop and not getting the service he needs.
I found another website dedicated to this nVidia issue at HP. It's called, HP Lies. How sad is that?
Monday, March 2, 2009
HP continues to amaze me (and not in a good way)
Someone please let me know when customer service has turned into this? Really, we have a known defect with a graphics card affecting thousands of computers, the OEM has provided almost $200 million to pay for repairs, and HP is fighting it tooth and nail.
The saga continues...
Over the weekend I had left a message for my original Case Manager asking him to please call me back on Monday and that I wanted to file a complaint against the Executive Case Manager (ECM). No shock - he didn't call. So I attempted to call him and wasn't allowed to speak with him because it had been assigned to an ECM, the person who wasn't helping me and was quite rude. I was told to leave a message and she would return my call. Instead I received an email that stated she already explained everything to me. I replied saying I have additional concerns about the repair and that I wanted to be transferred to a different ECM.
Then I called her thinking perhaps she just had a bad day on Friday. Oh no, that was being too generous. She was just as horrible today as she was then. It was a mistake to call her and expect customer service.
This morning I called Corporate Headquarters so I could file a complaint with Executive Customer Relations (ECR) and I politely explained my complaint against the ECM and how I wanted to be transferred to another ECM for my case. The corporate person I spoke with said the ECM was perfectly within HP's policy and transferred me back to her! I wasn't even allowed to file my complaint. I was shocked. I couldn't believe she too wasn't listening to me.
My original ECM, Cindy, was unavailable at this point so someone else spoke with me and told me that the ECR said to put me back in touch with Cindy who was on another line. I explained to this new person I was speaking with that Cindy was incredibly rude and I was attempting to file a complaint when I got transferred back to them. I was told that my request for a new ECM was being handled (yeah) and someone would call me back tomorrow morning.
But, no I'm not done yet because I still need to file my complaint and when I called the ECR back this time I received a person who understood what I was explaining and now I filed a complaint against the ECM and the ECR. She said she would send my case to the leads of both departments and that this behavior was unacceptable. Well, I agree.
Now, I still need to get my laptop fixed and I'm SO SCARED to send it off to HP's repair shop as I've read horrible things that have happened to people's laptops voiding their warranties by HP blaming the customers for things like liquid spillage. I'm going to have to take tons of pictures of my laptop (inside and out) to make sure I have documentation of the condition I send it in. And of course - I'm still trying to get a gurantee that they will replace the graphics card and not repair it.
The saga continues...
Over the weekend I had left a message for my original Case Manager asking him to please call me back on Monday and that I wanted to file a complaint against the Executive Case Manager (ECM). No shock - he didn't call. So I attempted to call him and wasn't allowed to speak with him because it had been assigned to an ECM, the person who wasn't helping me and was quite rude. I was told to leave a message and she would return my call. Instead I received an email that stated she already explained everything to me. I replied saying I have additional concerns about the repair and that I wanted to be transferred to a different ECM.
Then I called her thinking perhaps she just had a bad day on Friday. Oh no, that was being too generous. She was just as horrible today as she was then. It was a mistake to call her and expect customer service.
This morning I called Corporate Headquarters so I could file a complaint with Executive Customer Relations (ECR) and I politely explained my complaint against the ECM and how I wanted to be transferred to another ECM for my case. The corporate person I spoke with said the ECM was perfectly within HP's policy and transferred me back to her! I wasn't even allowed to file my complaint. I was shocked. I couldn't believe she too wasn't listening to me.
My original ECM, Cindy, was unavailable at this point so someone else spoke with me and told me that the ECR said to put me back in touch with Cindy who was on another line. I explained to this new person I was speaking with that Cindy was incredibly rude and I was attempting to file a complaint when I got transferred back to them. I was told that my request for a new ECM was being handled (yeah) and someone would call me back tomorrow morning.
But, no I'm not done yet because I still need to file my complaint and when I called the ECR back this time I received a person who understood what I was explaining and now I filed a complaint against the ECM and the ECR. She said she would send my case to the leads of both departments and that this behavior was unacceptable. Well, I agree.
Now, I still need to get my laptop fixed and I'm SO SCARED to send it off to HP's repair shop as I've read horrible things that have happened to people's laptops voiding their warranties by HP blaming the customers for things like liquid spillage. I'm going to have to take tons of pictures of my laptop (inside and out) to make sure I have documentation of the condition I send it in. And of course - I'm still trying to get a gurantee that they will replace the graphics card and not repair it.
Sunday, March 1, 2009
New Tactic with HP
I came up with a new plan for dealing with HP and that was to make sure they had the type of graphics card that is in my laptop properly documented. So tonight I called them and spoke to a very nice guy in India even though we had trouble understanding each other. I found out btw he has an electrical engineering degree. Everyone should be asking the following question: why is he working in an HP call center?
It took an hour on the phone with him but I think the objective of the phone call was achieved. He documented that my graphics card is an nVidia 8400M and that my request of the repair technician is to replace the graphics card with a non-faulty one instead of "repairing" the graphics card. I'm very uneasy about sending the laptop in for repair based on the hundreds of people who have had issues with their computers failing even after the repairs.
I also shared with him that the rude escalated Case Manager (named Cindy) said HP would never replace my laptop and he apologized for her and said she should never have said that. I'm glad someone in this world agrees with me on that one.
Interestingly though, when I asked him if he could confirm my graphics card was on the list of faulty graphics cards he said he wasn't allowed to do that. Hmmm...
It took an hour on the phone with him but I think the objective of the phone call was achieved. He documented that my graphics card is an nVidia 8400M and that my request of the repair technician is to replace the graphics card with a non-faulty one instead of "repairing" the graphics card. I'm very uneasy about sending the laptop in for repair based on the hundreds of people who have had issues with their computers failing even after the repairs.
I also shared with him that the rude escalated Case Manager (named Cindy) said HP would never replace my laptop and he apologized for her and said she should never have said that. I'm glad someone in this world agrees with me on that one.
Interestingly though, when I asked him if he could confirm my graphics card was on the list of faulty graphics cards he said he wasn't allowed to do that. Hmmm...
Friday, February 27, 2009
Rude HP Case Managers
I will give kudos to HP calling me back in 15 hours after being elevated to a case manager. However, their ability to understand and comprehend the issue and resolve it gets a big fat FAIL!
1) They told me my notebook does not have one of the defective nVidia chips and in fact doesn't have an nVidia graphics card. (It does, I specifically ordered my laptop with that brand of graphics card). She was adamant I was wrong.
2) I was informed that since there is no service bulletin for my laptop the only option was to get it taken care of under warranty (which I luckily have because of the previous dealing with HP) even though the fixes are not working (per the forum posts).
3) I was also informed that in no way would HP offer me a replacement laptop because I already received one. I explained to her that was not my choice, that was HP's decision to issue the replacement laptop based on they couldn't get a hard drive to me after 6 weeks. I thought this was incredibly rude of the Escalated Case Manager, whose name was Cindy. I told her they can't hold that over my head. She stated again that HP would never replace it.
4) Nor would she talk about what happens when they return the laptop to me and it fails a month later.
5) I asked to be transferred to someone above her and she said there was no one else that she was at the top. Finally I was able to get Corporate's information from her so I could file a complaint and she gave me a toll number. Me, being irritated at this point asked if there was a toll-free number and her reply was that there wasn't because they were the Corporate Office and they were busy running the company. I couldn't believe she said that.
I go back to this problem exists and I guess my only option at this point is to CONVINCE HP that my laptop has this graphics card.
1) They told me my notebook does not have one of the defective nVidia chips and in fact doesn't have an nVidia graphics card. (It does, I specifically ordered my laptop with that brand of graphics card). She was adamant I was wrong.
2) I was informed that since there is no service bulletin for my laptop the only option was to get it taken care of under warranty (which I luckily have because of the previous dealing with HP) even though the fixes are not working (per the forum posts).
3) I was also informed that in no way would HP offer me a replacement laptop because I already received one. I explained to her that was not my choice, that was HP's decision to issue the replacement laptop based on they couldn't get a hard drive to me after 6 weeks. I thought this was incredibly rude of the Escalated Case Manager, whose name was Cindy. I told her they can't hold that over my head. She stated again that HP would never replace it.
4) Nor would she talk about what happens when they return the laptop to me and it fails a month later.
5) I asked to be transferred to someone above her and she said there was no one else that she was at the top. Finally I was able to get Corporate's information from her so I could file a complaint and she gave me a toll number. Me, being irritated at this point asked if there was a toll-free number and her reply was that there wasn't because they were the Corporate Office and they were busy running the company. I couldn't believe she said that.
I go back to this problem exists and I guess my only option at this point is to CONVINCE HP that my laptop has this graphics card.
HP Laptop is extremely hot and smells like it's burning. Thanks HP!
This week my HP Laptop started to get extremely hot and two nights ago it smelled like it was burning! I was a bit freaked out I do admit. I powered it off and let it cool down for about 24 hours before trying to use it again. It quickly heated up again so I called HP. Remember my laptop fiasco with the dead hard drive back in the Fall of 2007? Well, it turns out that the replacement laptop they sent me uses a defective nVidia graphics card. But I didn't know that when I called HP last night. Nor did I know it when I got off the phone with HP last night.
The call was of course routed to India where the person couldn't hear me very well because there was a lot of static on the line. I couldn't hear the static, but he could and we couldn't terminate the call because I'd have to start all over in the process. He worked from a script and had me first turn off the laptop, take out the battery, unplug the AC adapter and press the start button to discharge the static. Then he had me turn the laptop back on and asked me if it was running cooler. I said no. Next he had me run a quick test on the hard drive to see if it would pass. It did. Then he had me update the BIOS (um, did that in December 08 and there wasn't a new version released since then). Started the laptop back up and he asked me again if the laptop was running cooler. Umm, no. The fan constantly runs. It's hot to touch. You can't even type on it because it's too hot.
They said it had to go in for repair and they thought it was either a problem with the processor or the hard drive and it would take 2 weeks before I'd get it back. This caused me heartache to hear this because how can one live without a computer for 2 weeks? From online banking, to online businesses, to keeping in touch with the world - I'll be lost.
However, after the call ended I did a google search and the first item that popped up was an HP forum where hundreds of people have documented the very same problem. That surprised me because I specifically asked the HP rep if others have reported this problem and he said no. WHAT? How could you not know this?
Further research yielded that nVidia released into the market defective chips from May 2007 until September 2008 and didn't acknowledge the problem until late summer of 2008. In August of 2008 they contributed $196 million dollars (to computer manufacturers) to fix these computers (both desktops and laptops). So my question is: why didn't HP notify owners of computers with these chips that they were defective? My laptop could have caught fire two nights ago! I almost burned myself on it. What, is this the Ford Pinto case all over again? It's cheaper to deal with the aftermath (pay of the grieving relatives) than fix the problem?
I called HP back and told them I was appalled that I got the run around about my issue when it's well documented on the internet. I requested that my laptop not be repaired as repairs are not working (evidence from the forum posts) and the fact that my laptop smelled like it was burning (other permanent damage could have occurred). My case was elevated to a case manager and now I'm just waiting for someone to call me.
Stay tuned...we will see what happens.
The call was of course routed to India where the person couldn't hear me very well because there was a lot of static on the line. I couldn't hear the static, but he could and we couldn't terminate the call because I'd have to start all over in the process. He worked from a script and had me first turn off the laptop, take out the battery, unplug the AC adapter and press the start button to discharge the static. Then he had me turn the laptop back on and asked me if it was running cooler. I said no. Next he had me run a quick test on the hard drive to see if it would pass. It did. Then he had me update the BIOS (um, did that in December 08 and there wasn't a new version released since then). Started the laptop back up and he asked me again if the laptop was running cooler. Umm, no. The fan constantly runs. It's hot to touch. You can't even type on it because it's too hot.
They said it had to go in for repair and they thought it was either a problem with the processor or the hard drive and it would take 2 weeks before I'd get it back. This caused me heartache to hear this because how can one live without a computer for 2 weeks? From online banking, to online businesses, to keeping in touch with the world - I'll be lost.
However, after the call ended I did a google search and the first item that popped up was an HP forum where hundreds of people have documented the very same problem. That surprised me because I specifically asked the HP rep if others have reported this problem and he said no. WHAT? How could you not know this?
Further research yielded that nVidia released into the market defective chips from May 2007 until September 2008 and didn't acknowledge the problem until late summer of 2008. In August of 2008 they contributed $196 million dollars (to computer manufacturers) to fix these computers (both desktops and laptops). So my question is: why didn't HP notify owners of computers with these chips that they were defective? My laptop could have caught fire two nights ago! I almost burned myself on it. What, is this the Ford Pinto case all over again? It's cheaper to deal with the aftermath (pay of the grieving relatives) than fix the problem?
I called HP back and told them I was appalled that I got the run around about my issue when it's well documented on the internet. I requested that my laptop not be repaired as repairs are not working (evidence from the forum posts) and the fact that my laptop smelled like it was burning (other permanent damage could have occurred). My case was elevated to a case manager and now I'm just waiting for someone to call me.
Stay tuned...we will see what happens.
Thursday, December 6, 2007
HP - What a surprise!
I called HP today because as I've been slowly getting my new laptop up and running with my software I've come to learn (as I've been told) that most of my software and hardware is not compatible with Microsoft Vista. I've contacted the various makers of the software/hardware to see if they have drivers and upgraded utilities so that the versions I have would work with Vista, however, no such luck. So this means, I need to replace my software at a cost of hundreds of dollars.
After talking with two different case managers (apparently the one who handled my situation is no longer working there) I was kindly told that no, when I agreed to the replacement laptop that meant I realized that my software wouldn't work with it. But, the told me, as a gesture of HP's goodwill in recognizing the difficulty I've had with getting my laptop replaced they would offer me an extended warranty. Turns out...they gave me a 4 year warranty such that if anything happens, they will fix the laptop. Not bad, not bad at all.
After talking with two different case managers (apparently the one who handled my situation is no longer working there) I was kindly told that no, when I agreed to the replacement laptop that meant I realized that my software wouldn't work with it. But, the told me, as a gesture of HP's goodwill in recognizing the difficulty I've had with getting my laptop replaced they would offer me an extended warranty. Turns out...they gave me a 4 year warranty such that if anything happens, they will fix the laptop. Not bad, not bad at all.
Sunday, December 2, 2007
HP Printer Driver Resolution for Vista OS
Since I received my new laptop loaded with Vista I (of course like everyone else) am having difficulty loading the correct drivers (if they even exist) for my printers and other external devices to work with the laptop.
HP's website gave the incorrect information for what driver to load for my specific printer. I tried it two different times. I scoured the web looking for someone who had a solution, but they were quite difficult resolutions requiring a second computer running XP. I finally decided to contact HP's printer group to ask for help and they responded in about 6 hours with a solution that worked. Why the correct information isn't on their website is beyond me.
For those of you trying to install print drivers for HP Photosmart 7350 on Vista, here's the solution:
HP's website gave the incorrect information for what driver to load for my specific printer. I tried it two different times. I scoured the web looking for someone who had a solution, but they were quite difficult resolutions requiring a second computer running XP. I finally decided to contact HP's printer group to ask for help and they responded in about 6 hours with a solution that worked. Why the correct information isn't on their website is beyond me.
For those of you trying to install print drivers for HP Photosmart 7350 on Vista, here's the solution:
1. Click Start, Control Panel, Hardware and sounds
2. Click on Printers
3. Click on Add a Printer
4. Click Next button.
5. Click to select the option "Local Printer Attached to this computer"
6. Click Next.
7. On the Port window select Dot4, click Next button.
8. On the Manufacture & Model page,select the HP and select the Deskjet 990c from the List.
Click on the Next
9. Follow the onscreen instructions to complete the installation.
After installing the driver, now download and install the HP Photosmart Essentials software from the below HP website: HP Photosmart Essential FREE Download for Windows Vista O.S
Tuesday, November 27, 2007
HP finally delivers
After 7 weeks of waiting, the HP replacement laptop finally arrived yesterday. A true miracle has occurred. The laptop has lots of upgraded features, plus they threw in an air/car adapter. Even though resolution did finally occur with HP, I still rate them as poor in customer service because it should not have taken 7 weeks to resolve my situation. And it shouldn't have taken over 3 weeks to get to talk to someone in the U.S.
Wednesday, November 14, 2007
Laptop Update # gazillion
Well, 6 weeks and counting and my laptop is still dead. HP said they were going to order a new laptop to replace it, but that seems to be a point of confusion. Personally, I'd rather just have a new hard drive to put in my laptop because I'm not ready to deal with Windows Vista. The lady who's been assigned my case at HP keeps calling me to ask if I have received the hard drive (which is the confusion because she's the one who said she was going to order a laptop instead). In her voice mails she says if she doesn't hear from me then she will assume I received it. I leave her a voice mail every day telling her I haven't received anything in the mail and ask her to call me so we can discuss the next step and she must not get them because she repeats the same voice mail the next day.
Frustration. 6 weeks is unacceptable for replacing a hard drive under warranty.
But, we might finally be getting somewhere. I was able to get in touch with the person at HP today and she was shocked to find I hadn't received the hard drive. When she checked the status of the order she realized it was still pending delivery. Of course it is, she ordered the exact same hard drive from Comp USA that HP doesn't even have in stock and is on back order.
However, with that said she did finally give up on the hard drive and custom ordered me a new laptop (with a few snazzy upgrades) and hopefully it will arrive by the end of the month. I'm keeping my fingers crossed every which way they can be because I really miss having a computer at home.
Frustration. 6 weeks is unacceptable for replacing a hard drive under warranty.
But, we might finally be getting somewhere. I was able to get in touch with the person at HP today and she was shocked to find I hadn't received the hard drive. When she checked the status of the order she realized it was still pending delivery. Of course it is, she ordered the exact same hard drive from Comp USA that HP doesn't even have in stock and is on back order.
However, with that said she did finally give up on the hard drive and custom ordered me a new laptop (with a few snazzy upgrades) and hopefully it will arrive by the end of the month. I'm keeping my fingers crossed every which way they can be because I really miss having a computer at home.
Saturday, November 3, 2007
Another laptop update...
After numerous phone calls to HP (and being on the phone for over 1.5 hours each time) I have yet to receive my hard drive. Another delivery date has come and gone. It's absolutely ridicoulous the way they have their system set up. I don't understand why no one can explain to me why they can't ship a replacement hard drive for my computer.
I finally was able to get transferred to the complaint department in the U.S. which really helped (they were no longer reading from a script for one). Supposedly they are building me a new laptop and it will be here in 2-3 weeks. Since it has now been a month since my laptop hard drive failed, it's too bad they couldn't have done that first. I'd be up and running again!
I finally was able to get transferred to the complaint department in the U.S. which really helped (they were no longer reading from a script for one). Supposedly they are building me a new laptop and it will be here in 2-3 weeks. Since it has now been a month since my laptop hard drive failed, it's too bad they couldn't have done that first. I'd be up and running again!
Thursday, October 25, 2007
HP - will they come through?
Almost 3 weeks ago my HP laptop's hard drive failed. Luckily (or not) it is under warranty. At first HP told me I'd have the replacement hard drive within 3-4 days. Those days came and went. When I called HP, they said it was backordered and I'd have it in 3 business days. Yeah, that didn't happen either. Now it's been 2.5 weeks and I can't get anyone at HP to tell me what is going on. Why don't I have a hard drive by now? When will it come? No one knows. Yesterday I was on the phone for 1.5 hours trying to talk to someone, I was transferred 4 times. They say it takes 24-48 hrs to send a request (and receive an answer) about the status of my "order". Why does it take so long in this day and age?
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