Benny's Adventures

Two Thumbs up for HP Customer Support

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I own a custom ordered HP TouchSmart tx2z-1300 that stopped booting up on December 20, 2010. If you notice my previous post it refers to this. I spent a day trying myself to fix the issue but after some research it was clear that the failure was beyond my ability to address.

What happened is that when I powered on my laptop on that day the screen was blank and though I could hear the fan running nothing else happened. The “num lk” key and the “caps lock” key lit up in a pattern: blink… pause… blink… pause… and so on. Some investigation lead me to this site indicating a CPU failure.

In any case on December 21 I called HP customer support. Now you have to remember that I loathe calling customer support because of a combination of stubbornness and perception. The first person I talked with said I’d been redirected to the desktop rather than laptop support and so I had to hold while they transferred me. “Oh great,” I thought. “It’s already started.” The instant I completed that thought a man picked up and introduced himself as Sanjay. Being of Indian origin myself I recognized the accent and the name. However the fact that he was Indian and I’d probably reached a call center in India was not a bother to me. I conveyed the problem to him and after following the prescribed steps Sanjay said that I’d have to send it in for replacement. I was quite dismayed at this because the thought of not having my laptop felt empty. I wasn’t at school where I had my desktop with all my files synced and my programs already loaded so it would be highly inconvenient. In any case I submitted to the circumstances and after making sure I would get my computer back before I returned to school I hung up.

The next day I received a box. I loaded my computer up inside and due to sheer laziness only sent it the next day on December 23.

This is where I got worried.

I checked the status of the repair online and saw nothing. The package I shipped had not been received. This was the same until December 28. At this point the site updated to indicate that the estimated ship date (the date I would receive it) was January 6, 2011, two days before I returned to school. That made me nervous.

I called again and asked about the date. The representative was very nice (also Indian) and assured me that more likely than not I would get my computer sooner than the date as it was a conservative estimate. She also said she’d make a note for the technician that I needed it ASAP.

Lo and behold, 3 days later I had my laptop! Not on January 6, 2011, but on December 31, 2010.

I was very satisfied with HP Customer Support.  The only downside is this guy I saw every time I had to check my status:

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2 January 2011 - Posted by | Laptops, Technology | , , ,

1 Comment »

  1. […] the middle of this year. I’ve talked about this laptop twice before including one occasion where the laptop failed and HP repaired it. The same problem cropped up again it seems where the laptop would not turn on and flashed error […]

    Pingback by Acer C710 Unboxing (Woah! I have a Chromebook now!) « Benny's Adventures | 18 October 2013 | Reply


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