Hewlett-Packard (HP) Non-Support Continues

Read Part Two of this Saga by Clicking Here

Read Part One of this Saga by Clicking Here

Bad - HP 3005 PR USB 3.0 Port Replicator- Ignominy  

8:00 a.m - Finally found time to call the special number Tina, my HP Help Expert gave me.  I was hoping to get my HP 690650-001 SPS-Assy USB 3.0 Port Replicator up and running quickly.

Oma got to Hugo who told me that I had the wrong department (of course). He does not know why Tina sent me to him.  Oma was on hold for 30 minutes then Hugo transferred me to tech support at 800.334.5144.  Yup that is the same number I started out with.

Shruthi asked me all the same questions regarding the issues I was having.  I have answered these question numerous times with numerous people.  After Shruthi heard my story, she stated she would have to put me on hold so that she could collect information from the senior technician.

I asked to speak to the senior technician personally. Shruthi could not do that however, she was going to put me on hold so that she could get a supervisor. Shruthi promised it would be no longer than a three minute wait.

9:01a.m. placed on hold

9:06 a.m. Shruthi asked me to wait a minute.

9:07 a.m. Mathew came on line.  He is a Supervisor Case Manager.  After hearing the entire story again regarding my HP 690650-001 SPS-Assy USB 3.0 Port Replicator, he placed me on hold so that he could get more information.

When he returned, he stated that the replicator would will not the run the laptop power; the laptop power cord would have to be connected to run the laptop. 

Mathew connected with my laptop to trouble shoot.  

• 9:27 AM You have granted full permission to Technician. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard. 
• 9:27 AM Checking configuration... 
• 9:27 AM Checking configuration... 
• 9:27 AM Connecting... 
• 9:27 AM Connected. A support representative will be with you shortly. 
• 9:27 AM Support session established with Shruti. 
• 9:27 AM Remote Control started by Shruti. 
• 9:33 AM Shruti has ended the session. 9:33 AM Remote Control by Shruti stopped.

He worked on the settings for the display but made it worse. Now my second monitor had poor quality of display and did not match what we were doing on the laptop.  Mathew was not sure why it was doing what it was doing and frankly Oma got scared. After all - Mathew had previously informed me that he was a Case Manager and not a computer tech!

After a discussion with Mathew and Opa - Oma decided that the HP 3005 PR USB 3.0 Port Replicator does not work at all!

We are shipping it back today and demanding our money back!  It is a shame that Oma could not be reimbursed for all the time wasted on this fiasco!

Up-Date - Hewlett-Packard (HP) Non-Support

Read Part One of this Saga by Clicking Here

UPDATE:  Wed 10/16/2013

Good News - I received my 690650-001 SPS-Assy USB 3.0 Port Replicator as promised.

Bad News - I still can not get it to work.

Unfortunately I can not waste anymore time on this right now - However, will call HP Tech Support again after I catch up on work a bit!

It seems simple enough, however the software will not even download on this on???????

UPDATE:  Tue 10/15/2013 1:48 PM

Well I stayed home waiting for that promised phone call in vain!  However, I did recieve this email:

Dear z smith, We are glad to inform you that the following parts from your recent Customer Self Repair (CSR) service event, 0624333068 have shipped through UPS, Next Day Air Service. Part Number: 690650-001 SPS-Assy USB 3.0 Port Replicator.

Will let you know if it arrives tomorrow!


Tue 10/15/2013 4:13 AM

Email from HPSupport_Global wfm@g6u0490c.atlanta.hp.com

Subject: HP - Confirmation of Parts Order

Dear **********,

This e-mail is to confirm your Customer Self Repair (CSR) service event with HP Services created at 10/7/13 15:07:00 for:

Serial number - **********

 Product ID - **********.

The following parts were request: 

 Part Number: 690650-001 SPS-Assy USB 3.0 Port Replicator

And will be delivered to: 

z smith

address

city, state, zip,

Phone: +1 **********

If any of this is incorrect, please contact our support team at +1-800-474-6836. When you call, please have your order number, ********** and case number, 4712051556, at hand.

This e-mail does not confirm that any of your requested parts have shipped. When your parts ship, a separate e-mail will be generated that will detail which parts were sent and provide the associated tracking numbers.

After your part has shipped you can expect a caIl from your Customer Care Advocate to ensure that the service event met all of your expectations and to assist in your part return. HP requires the return of the good and/or defective parts associated with your CSR event. The timely return of the part allows HP to handle them in an environmentally friendly manner and improve the quality of HP products. HP encourages you to return the part within 5 calendar days of receipt. A courtesy phone call will be made to you if the part is not returned within 5 calendar days

There was lots of other verbiage attached to this email – but the synopsis is HP will be shipping the replacement HP 3005 PR USB 3.0 Port Replicator – however it has not been shipped as yet. 

Not sure if they are going to call me or not - so I guess my plan to stay home and wait for that "phone call in 24 hours" is still on the agenda for today.

However,  the good news is they have all the photos they need. Oma will keep you updated. My guess is that I should see a working HP 3005 PR USB 3.0 Port Replicator within two days to a month! What is your estimation? 

********** was used on sensitive data

Hewlett-Packard (HP) Non-Support

HP Computer Support Does Not Have the Right Department

Where to start . . . . well let’s start from the beginning. I ordered a new computer from Cost-Co. I use my computer on the average of ten hours per day seven days a week and it was time for an upgrade.

My HP ENVY 15t Quad 1080p TouchSmart Laptop, Intel® Core™ i7-4700MQ 2.4GHz laptop arrived as promised and I am very happy with it. It is easy to use and so much faster than my old computer.

My sweet husband Paul suggested that I get a docking station so that the laptop could be used as a desk top as well. I called HP Support; explained what I wanted to do; and the nice lady sent me a link for a HP 3005 PR USB 3.0 Port Replicator. She explained that it would do everything I wanted!

The HP 3005 PR USB 3.0 Port Replicator was delivered last week on 10/07/2013. Paul and I tried to set it up but it did not work at all. Therefore I called the HP Tech Support. After they tried unsuccessfully to help set it up, they said that the replicator was faulty.

Ari, HP Tech Support person, issued me case number - #4712051556. They promised a replacement replicator which would reach me in two days.

10/08/2013 I received this email from CSR Order Validation :

Good Day: You have ordered 1 SPS- USB 3.0 Port Replicator on 10/7/2013. Please follow the attached link below and fill out the web form so that your order may be processed. Please submit your verification form today to ensure your order is processed in a timely manner. Please ensure that you are filling out both of these sections correctly in the URL.

I completed their form immediately and attached the photo they requested.

(Numbers Blurred On Purpose)

Two days later, another email was received. This one, also from CSR Order Validation csr_order_web_validation@hp.com, stated:

Greetings, Thank you for your response, however we need a picture of the serial number tag that is affixed to the outside of your Hewlett-Packard device you are requesting warranty parts for.

Please reply directly to this email and attach either submit a copy of your proof of purchase or a picture of the serial number tag.

Therefore I sent them this photo:

Numbers Blurred On Purpose

10/14/2013 - I was patiently awaiting the arrival of my HP 3005 PR USB 3.0 Port Replicator. Therefore, imagine my disappointment when this email arrived:

Greetings, Thank you for your response, however we need a picture of the actual serial number tag that is attached to the HP computer you are requesting warranty parts for. Please reply directly to this email and attach either submit a copy of your proof of purchase or a picture of the serial number tag that is affixed to your Hewlett-Packard device you are requesting warranty parts for.

Okay, now I am confused – do you want a photo of the HP 3005 PR USB 3.0 Port Replicator that I am requesting you replace because it is defective and never worked? Or do you need the serial number tag that is attached to an HP computer?

I have a brand new HP Laptop, however I am not requesting warranty parts for it . . . .

I thought I had better call the tech guy again and get clarification as to what they really want.

Conversation with HP Computer Tech #1

It is now 10/14/13 and I still do not have the replicator. I tried to call the tech that helped me first (Avi 1-800-334-5144). Off course the HP telephone lines were experiencing heavy traffic and I had to wait my turn.

Even though I called the telephone number I was given by my original tech, once I spoke to a person, I was told I got the wrong department; they transferred me to 1-800-474-6836.

Conversation with HP Computer Tech #2

Again the lines were busy and I had a lengthy wait. After explaining my situation again, Mathew told I had the wrong department and transferred me to 1-888-237-8454. 

Conversation with HP Computer Tech #3

After yet another lengthy wait for a tech, I explained my situation and give my case number to Angel. You guessed it, Angel put me on hold so that she could connect me with the right department.

Conversation with HP Computer Tech #4

That brought me to Lope at 800-474-6836. However, she could not locate my case number. She wanted to start over. Nope I said, Mathew found it and Angel found it – try again . . . . Awe she found my case number . . . . yup you guessed it – she has to transfer me to the right department

I told Lope enough – please give me a supervisor – she did not do it . . . she quickly transferred me to Lata at 1.800.334.5144.

Conversation with HP Computer Tech #5

So then I was speaking to Lata (not a supervisor a tech support) whose phone number is 1.800.334.5144.

Wait a minute - 800.334.5144 is the first number I called on this gloomy odyssey. 

 

I begged to speak to a supervisor. Lata could not do that – I was required to give her all the info I supplied all the other techs I spoke to.

Lata sees that I have sent in the photos requested . . . . Lata (you guessed it) put me on hold so that she could talk to the “right people” in the right department to help me with my problem!

After another lengthy wait on hold, Lata says that she found the right department but now they are closed! She will call me back within the next 24 hours after the right department opens and she can talk to them and find out why they are not sending me the replacement.

You have to admit that this tale is sadly funny. I was going to get my nails done tomorrow, but had better wait by the phone for my “transfer to the next right department!”

How has your experience with HP Support been? Leave me a comment – Positive or negative. 


I will post an update as soon as my adventures with HP Tech Support progresses.  However, at this point Oma does not love  Hewlett-Packard Support.