I also filed a complaint with the Better Business Bureau of San Jose. I don't have a link to the case and don't see a spot on the site to check the status of the case, but I will pass on this info as applicable.
COMPLAINT ACTIVITY REPORT Case # xxxxxx Better Business Bureau of Silicon Valley
Consumer Info: Flesch, Sean Business Info: Hewlett Packard
(I removed my info) 3000 Hanover St MS1247 Building 6A
Palo Alto, CA 94304-1112
800 756-0608
Location Involved: (Same as above)
Consumer's Original Complaint :
HP uses a program called a Tattoo which puts the model and serial numbers in the BIOS. They use this on their website http://welcome.hp.com/country/us/en/support.html?pageDisplay=drivers for instance to identify the product. The recovery software also uses this to identify the model number and install the proper software.
Problem 1: Their phone support people don't know what this is, so they can not properly troubleshoot the problem. Customers (other than myself) don't know the problem either, so they get the run around.
Problem 2: If you manage to explain to the tech support people what it is, and they get you to send the unit in, the repair center does not know to put the model information in the BIOS using the tattoo. Even after four (maybe more, I have lost track)repairs.I have an open case with HP, and have so far had it escalated to a Case Manager's manager and am waiting for a call back, but I believe she will also have to escalate this. There is no easy way for these folk to talk to the other people in the company to get this problem fixed.
Consumer's Desired Resolution:
1) I would like my laptop either replaced, or repaired properly with a warranty extension2) I would like the repair center(s) to be instructed on the proper procedure for using the tattoo3) I would like the technical support (phone) people properly trained on identifying this issue for people who have had their motherboard replaced previously (or for any other reason the tattoo may be incorrect)4) I would like HP to offer to "repair" any of the units that were not tattooed in the past, even if they are not under warranty and provide some kind of press release on their website (preferably their main site) stating so and maybe even providing a web based tool to identify these PCs.
BBB Processing
07/31/2008 web BBB Complaint Received by BBB
2008/07/31
Exxon sets U.S. mark for quarterly profit, misses forecasts - Jul. 31, 2008
This is getting ridiculous! Americans are going broke, loosing their houses, loosing business to foreign company (e.g. Anheuser Busch) and Exxon is setting records for profit???!!! What the hell. Hello Bush, thanks for the tax breaks you are giving the oil companies!! And on top of that McCain wants to keep those tax cuts.
Come on Congress has tried not once, but at least twice to end those tax cuts in recent history.
Exxon sets U.S. mark for quarterly profit, misses forecasts - Jul. 31, 2008
Come on Congress has tried not once, but at least twice to end those tax cuts in recent history.
Exxon sets U.S. mark for quarterly profit, misses forecasts - Jul. 31, 2008
2008/07/30
Decisions...I need help
So, I received my Hewlett Packard laptop back. The slip said it was repaired and something like "Bios Update - Serial number." I booted it and checked the BIOS. Same version as was there when I sent it, the serial number was in there (which it was before) and the product number was still the Spanish model number from before. I.E. they didn't do jack...again.
I called Michelle from HP who has been - dare I say my Angel @ HP. I might be reading into this, but it sounds like maybe they might want to replace it again. This has got to be unusual, as this was a replacement laptop to begin with. What should I do? Should I keep escalating this until they entire company gets straightened out, or should I bow out and let the rest of the world fight for themselves?
If I bow out, and the (hypothetical) replacement needs a new motherboard, then I may end up being screwed again.
Please let me know what you think.
2008/07/25
Midtown Rising - Current Midtown Tenants
I figured I'd put this where I remember it. Midtown Plaza in Rochester is closing today and this lists what the various businesses are doing when it closes, if they are closing or relocating (and where.)
I'm gonna miss Midtown. My gramma used to take me on the monorail and to go see Santa. Midtown Rising - Current Midtown Tenants
I'm gonna miss Midtown. My gramma used to take me on the monorail and to go see Santa. Midtown Rising - Current Midtown Tenants
Is it possible to 'rip' a website? - Yahoo! Answers
Why is it that Yahoo Answers has the wrong answers half the time? It should be setup more like Experts-Exchange where the end user gets a say in the correct answer, not "Chosen by Voters"
Is it possible to 'rip' a website? - Yahoo! Answers
Is it possible to 'rip' a website? - Yahoo! Answers
2008/07/22
An open letter to Hewlett Packard's Mark Hurd
Dear Mr Hurd,
While I realize you probably get hundreds, if not thousands of emails each day, I feel the need to point out what I consider to be a critical issue with the laptop repair facility. In order for you to understand how grave of an issue this is, I must give you some detailed background on my professional work experience with HP, some basic repair information I have learned from that experience and the history of the issue I have had with my laptop.
Before the last round of store closings (about six months before being sold to liquidators) I worked as a HP/Compaq certified technician for nearly nine years at CompUSA. I refurbished Compaq and HP computers in-store as per our agreements with each company. I torn down and repaired and restored HP and Compaq laptops and desktops countless times
At some point, as part of the repair process, when a motherboard (or hard drive in some instances) was replaced, a program called a tattoo began being used after such a replacement. The purpose of this was to brand the motherboard (or hard drive) with the model information so when a recovery was performed, the correct software was installed and unlicensed software could not be installed.
Herein lies the problem. My laptop, which was already replaced last year once, went in for repair four times. The first, nothing (and I can back this up) was actually done, although the notes say a restore was done. The second time, they fixed the main issue from the first time by replacing the motherboard, however a tattoo was not done. They also did run a recovery, but since it is not done the same as when a consumer does it, I ran a recovery from my HP provided recovery disks.
When I ran the recovery, HP's DVDPlay software was installed instead of HP's QuickPlay software. This is important because the built-in webcam is accessed using QuickPlay. The feature is not available with DVDPlay. I verified in the BIOS that the unit was not tattooed as the model was listed as a generic x123x#ABA instead of my model number.
I called tech support, and, since they have no idea what a tattoo is, had to explain this to them, and asked for a case manager to try to make sure what needed to be done was done.
The unit went in, I received it back with a restore. There was no note of a tattoo, but I doubt that is an option on the repair forms. I ran my own recovery to verify whether or not the unit was repaired. Since I was busy at work while running a recovery (which takes several hours), I don't recall if I shut the unit down, or it shut down on its own. I brought it home and, due to work being done on my apartment, was unable to use it for almost a week. When I tried to use it, it would not power up.
Third time in for repair and the motherboard was replaced again. I received it back, checked the BIOS, and found the model number was dv2570es - a Spanish model. This means my motherboard was likely repaired from a Spanish unit. I verified this by going to HP's web site and doing a product detect. Sure enough, it detected my laptop as the same Spanish model number. I have no problem with a refurbished motherboard, but when the people who repaired the motherboard failed to tattoo that board AND the people who placed it in my laptop ALSO failed to tattoo it, for at least the third time, that is scary.
What, however, is scarier, is that there may be hundreds of people out there that are in the same situation as myself and not even realize why. I have easily found a half-dozen or so people on your forums and on notebookforums.com.
The other problem is that since these people aren't aware of it, and your phone tech support people aren't aware of what a tattoo is, the issue goes undiagnosed. The user is told to run a recovery, or even worse sent to another website (http://quickplay.sourceforge.net/) that has a program called QuickPlay that has nothing to do with HP's QuickPlay.
I have been blogging about my experience and sharing that blog with as many people as I can so they know what the issue is, but until both HP's phone support people AND repair people get (re)trained on this issue, it is a disaster, and possibly even a lawsuit, waiting to happen.
While I eagerly await your response, I will admit that I have been checking out my legal options as well.
One more thing. Very often when I called and the case was "escalated," I was promised a call back within about 24 hours. Only about half the time, I received a call back. The most recent time, I have been dealing with Michelle Burrell who has gone above and beyond in terms of helping me, but she is limited by HP's policy. As an example, it is my understanding that Case Managers can't talk to the repair department AT ALL. While special cases should be few and far between, I think special cases would allow this. That type of policy may very well have prevented this email in the first place.
Please, take a few minutes and read this email. It really points out landmine that is just waiting to go off.
Thank you,
Sean A. Flesch
While I realize you probably get hundreds, if not thousands of emails each day, I feel the need to point out what I consider to be a critical issue with the laptop repair facility. In order for you to understand how grave of an issue this is, I must give you some detailed background on my professional work experience with HP, some basic repair information I have learned from that experience and the history of the issue I have had with my laptop.
Before the last round of store closings (about six months before being sold to liquidators) I worked as a HP/Compaq certified technician for nearly nine years at CompUSA. I refurbished Compaq and HP computers in-store as per our agreements with each company. I torn down and repaired and restored HP and Compaq laptops and desktops countless times
At some point, as part of the repair process, when a motherboard (or hard drive in some instances) was replaced, a program called a tattoo began being used after such a replacement. The purpose of this was to brand the motherboard (or hard drive) with the model information so when a recovery was performed, the correct software was installed and unlicensed software could not be installed.
Herein lies the problem. My laptop, which was already replaced last year once, went in for repair four times. The first, nothing (and I can back this up) was actually done, although the notes say a restore was done. The second time, they fixed the main issue from the first time by replacing the motherboard, however a tattoo was not done. They also did run a recovery, but since it is not done the same as when a consumer does it, I ran a recovery from my HP provided recovery disks.
When I ran the recovery, HP's DVDPlay software was installed instead of HP's QuickPlay software. This is important because the built-in webcam is accessed using QuickPlay. The feature is not available with DVDPlay. I verified in the BIOS that the unit was not tattooed as the model was listed as a generic x123x#ABA instead of my model number.
I called tech support, and, since they have no idea what a tattoo is, had to explain this to them, and asked for a case manager to try to make sure what needed to be done was done.
The unit went in, I received it back with a restore. There was no note of a tattoo, but I doubt that is an option on the repair forms. I ran my own recovery to verify whether or not the unit was repaired. Since I was busy at work while running a recovery (which takes several hours), I don't recall if I shut the unit down, or it shut down on its own. I brought it home and, due to work being done on my apartment, was unable to use it for almost a week. When I tried to use it, it would not power up.
Third time in for repair and the motherboard was replaced again. I received it back, checked the BIOS, and found the model number was dv2570es - a Spanish model. This means my motherboard was likely repaired from a Spanish unit. I verified this by going to HP's web site and doing a product detect. Sure enough, it detected my laptop as the same Spanish model number. I have no problem with a refurbished motherboard, but when the people who repaired the motherboard failed to tattoo that board AND the people who placed it in my laptop ALSO failed to tattoo it, for at least the third time, that is scary.
What, however, is scarier, is that there may be hundreds of people out there that are in the same situation as myself and not even realize why. I have easily found a half-dozen or so people on your forums and on notebookforums.com.
The other problem is that since these people aren't aware of it, and your phone tech support people aren't aware of what a tattoo is, the issue goes undiagnosed. The user is told to run a recovery, or even worse sent to another website (http://quickplay.sourceforge.net/) that has a program called QuickPlay that has nothing to do with HP's QuickPlay.
I have been blogging about my experience and sharing that blog with as many people as I can so they know what the issue is, but until both HP's phone support people AND repair people get (re)trained on this issue, it is a disaster, and possibly even a lawsuit, waiting to happen.
While I eagerly await your response, I will admit that I have been checking out my legal options as well.
One more thing. Very often when I called and the case was "escalated," I was promised a call back within about 24 hours. Only about half the time, I received a call back. The most recent time, I have been dealing with Michelle Burrell who has gone above and beyond in terms of helping me, but she is limited by HP's policy. As an example, it is my understanding that Case Managers can't talk to the repair department AT ALL. While special cases should be few and far between, I think special cases would allow this. That type of policy may very well have prevented this email in the first place.
Please, take a few minutes and read this email. It really points out landmine that is just waiting to go off.
Thank you,
Sean A. Flesch
2008/07/09
Business support forums - HP QuickPlay not working
So, since Hewlett Packard can not be trusted to properly fix their own laptops, I have decided to provide the "fix" for the QuickPlay DVDPlay issue that plagues many people. This issue may also affect other people in other ways. WARNING! DO THIS AT YOUR OWN RISK!
Update: See my blog for 10/16/2008 as to why these links have been removed.
If you use eMule or eDonkey - sorry file removed. See above.
If someone gets a torrent link, I will add it here.
As a last resort, - sorry file removed. See above.
The HPDMI.img file is a floppy disk image file. You can use a program like WinImage to make it into a floppy disk. You can also do a Google search for "HP Drive Key Boot Utility" (instead of WinImage) and make a USB bootable thumb drive by pointing it to the IMG file.
The program that worked for me was the in the HP_Notebook_Tattoo.zip file. It is named MANVS3A.exe and is included with the other files in the HP folder of the IMG file. It is pretty self explanatory and gives you examples of what to enter in the various fields.
All the exe files that are not password protected are in the IMG file in a folder called HP. If you get a password for the zipped file, I will add it or unzip it. See the PDF files for instructions on tattooing. I am making these files available because after four service calls, HP still did not properly tattoo my system and I had to go digging for them. One time it came back with a blank model string and DVDPlay installed instead of QuickPlay, another time it came back with a Spanish model number and was detected as such with HP's product detection on their website.
I am very concerned that HP has a break down in procedures and is not properly repairing customer's computers. When you call technical support, they have no idea what a tattoo is and tell the customer things like run a restore, or do a search for QuickPlay and download it from www.sourceforge.net (which is not the same QuickPlay) and the customer gets screwed in the end.
If Hewlett Packard contacts me in regards to this issue, I will remove the file once I know a procedure is in place to better train their phone support people to recognize this issue, and their repair center(s) have been properly trained in the tattoo of EVERY PC that comes into their center, to make sure that the tattoo is properly in the system to begin with. Finally, even out of warranty machines that display these problems should be fixed under warranty.
Update: See my blog for 10/16/2008 as to why these links have been removed.
If you use eMule or eDonkey - sorry file removed. See above.
If someone gets a torrent link, I will add it here.
As a last resort, - sorry file removed. See above.
The HPDMI.img file is a floppy disk image file. You can use a program like WinImage to make it into a floppy disk. You can also do a Google search for "HP Drive Key Boot Utility" (instead of WinImage) and make a USB bootable thumb drive by pointing it to the IMG file.
The program that worked for me was the in the HP_Notebook_Tattoo.zip file. It is named MANVS3A.exe and is included with the other files in the HP folder of the IMG file. It is pretty self explanatory and gives you examples of what to enter in the various fields.
All the exe files that are not password protected are in the IMG file in a folder called HP. If you get a password for the zipped file, I will add it or unzip it. See the PDF files for instructions on tattooing. I am making these files available because after four service calls, HP still did not properly tattoo my system and I had to go digging for them. One time it came back with a blank model string and DVDPlay installed instead of QuickPlay, another time it came back with a Spanish model number and was detected as such with HP's product detection on their website.
I am very concerned that HP has a break down in procedures and is not properly repairing customer's computers. When you call technical support, they have no idea what a tattoo is and tell the customer things like run a restore, or do a search for QuickPlay and download it from www.sourceforge.net (which is not the same QuickPlay) and the customer gets screwed in the end.
If Hewlett Packard contacts me in regards to this issue, I will remove the file once I know a procedure is in place to better train their phone support people to recognize this issue, and their repair center(s) have been properly trained in the tattoo of EVERY PC that comes into their center, to make sure that the tattoo is properly in the system to begin with. Finally, even out of warranty machines that display these problems should be fixed under warranty.
2008/07/02
Hewlett Packard does it again - major breakdown in repair procedures
So I received my laptop back from HP yesterday. They replaced the motherboard. Again. So I took a quick look in the BIOS and it looked better, but still not quite right. I promptly ran the restore (again) and "YEAH!!!" it installed QuickPlay instead of DVDPlay.
So, you are thinking, they fixed it, right? Well, yes and no. Apparently I now have a Spanish laptop which is all fine and dandy, but what are the consequences down the road? Will I get Spanish updates from HP? I mean, this is how HP's website sees it when I do the auto detect on the laptop. Will they ever figure out that they have a major problem? It went in three times...or is it four and it was never tattooed right.
Now what makes this worse is that I have seen cases on HP's discussion boards where people probably have this same problem, but don't realize it. If you used to have QuickPlay, but now DVDPlay installs instead, then this may be your problem. Check your BIOS and make sure your model number matches what is under your computer, because a large number of people are not doing the tattoo on motherboard replacements. If it happened to me three times, that's bad.
So, you are thinking, they fixed it, right? Well, yes and no. Apparently I now have a Spanish laptop which is all fine and dandy, but what are the consequences down the road? Will I get Spanish updates from HP? I mean, this is how HP's website sees it when I do the auto detect on the laptop. Will they ever figure out that they have a major problem? It went in three times...or is it four and it was never tattooed right.
Now what makes this worse is that I have seen cases on HP's discussion boards where people probably have this same problem, but don't realize it. If you used to have QuickPlay, but now DVDPlay installs instead, then this may be your problem. Check your BIOS and make sure your model number matches what is under your computer, because a large number of people are not doing the tattoo on motherboard replacements. If it happened to me three times, that's bad.
Fix for multiple instances of anti-virus in Windows Security Center
A friend of mine called me the other day because she was getting a message from Windows Security Center saying that there were two anti virus programs installed on her computer. I was sick and couldn't help her out much, but I didn't think she was in dire jeopardy. She's like me in some ways. She generally has a good idea of what she knows and she knows when she should stop because she is getting into grey areas.
She said one of the programs seemed to be Avira AntiVir, which she doesn't remember installing and she couldn't find any significant traces of it either. I had her do some basic stuff and I may have (I was so out of it) even given her a link I found. Nothing seemed to do the trick, but she kept researching, as I have taught her and she found the solution:
Re: Fix for multiple instances of anti-virus in Windows Security Center
Sure enough, it worked for her, so I wanted to pass it on to the rest of the world, since she had a heck of a time finding it. The only think I could figure is it was on the system when it came from Dell, or it was bundled with something else...
She said one of the programs seemed to be Avira AntiVir, which she doesn't remember installing and she couldn't find any significant traces of it either. I had her do some basic stuff and I may have (I was so out of it) even given her a link I found. Nothing seemed to do the trick, but she kept researching, as I have taught her and she found the solution:
Re: Fix for multiple instances of anti-virus in Windows Security Center
Sure enough, it worked for her, so I wanted to pass it on to the rest of the world, since she had a heck of a time finding it. The only think I could figure is it was on the system when it came from Dell, or it was bundled with something else...
Subscribe to:
Posts (Atom)