So, after the disaster that was my original shipment of HP an HP laptop. I successfully rebuilt the software starting with a complete format C:\ exercise with a personally created boot disk. I proceeded to use the HP provided backup disk to reinstall the entire laptop.
FADE to BLACK <insert 6.5 hours of HOLD MUSIC> FADE BACK IN
Ok, that was an afternoon I will never get back. However, the OS is all patched up and working smoothly. No more seizing / freezing. Now that whatever wrongness has been expunged, I am happy to report that this notebook performs nicely. The Beats Audio is nice and I am looking forward to enjoying it on the road as I travel.
HP has software called HP Support Assistant. It is slightly frustrating since HP does not provide any real guidance the proper use of HP Support Assistant over Windows Update. Users are left to their own devices to know when to use one or the other. My general approach (on the rebuild) was to use the HP tool whenever possible. Eventually it said “No More updates are required.” Then I allowed Windows Update to patch up my remaining Windows items and bring MS Office up to date.
When booting HP Support assistant had special offer for me, “you need Care Pack Services” the popup window said. “And if you buy now…we will give you 25% off.” I decided I better take HP up on their offer and buy the services. Let’s be honest, my confidence in this hardware is seriously shaken.
What’s included (from HP’s website)
- Protection from damage caused by drops, spills, and electrical surges
- Convenient technical support in your home or office
- Diagnosis of the problem with an HP representative, which may include sending you an easy-to-replace part, scheduling a visit to your home or office, or, in rare instances, sending the PC to an HP-authorized repair site1
- Coverage for hardware parts and labor for up to 2 years*
- Round-trip shipping
- Expert 24 x 7 toll-free phone, real-time chat, and e-mail support
- Technical assistance with PC setup, troubleshooting, and spyware and virus issues
What’s Required (from HP’s website)
- Must be purchased during standard warranty period of PC
- Must be registered and activated as instructed in HP Care Pack materials (we may automatically register, activate, and notify you by e-mail if all information is available)
- One plan per PC
- Does not cover preexisting damage to applicable hardware
- Available only in the United States
So I thought, I better register my PC as a matter of importance
Sigh….
Ok after, a few attempts I was able to get the product registered. The lack of simplicity of where you are, if you are logged in, is your product registered, etc. is shocking. After completing the registration, and looking at the registration page, I notice that the product was already registered so the same product with the same serial number is showing up under my user ID twice. Thanks HP that was pleasant.
Now, back to Care Pack Services, I go to the check out and enter the PROMO CODE HP gave me to get my 25% off. Remember HP interrupted me via HP Support Assistant with a pop up message on my laptop for which I just paid nearly $2000 USD. I get the message, “This promo code is no longer valid.”
I metaphorically get on my hands and knees: Dear God, “please give me patience…..I beg you.”
I buy Care Pack Services anyway using PayPal. For those of you familiar with buying things using PayPal you usually get an email from PayPal followed by an email from the Vendor. PayPal delivered the usual email confirmation, but no email from HP. I waited…and waited…and waited… HP is a great American company. I don’t want to feel this way about them. Can HP really be this terrible across so many dimensions?
With no email order confirmation, I can’t register the HP Care Pack Services. It clearly states above, I must register. I contact HP directly and see what the heck is going on. I clicked on Chat with HP Support link and soon was chatting with a support agent. I would cut and paste the chat here but it is very long the agent was on with me for 49 minutes. After all that time the conclusion was that I will be getting a physical registration card in the mail with instructions to register my Care Package Services.
“Mail, like snail mail?” I asked. Am I the only person that finds that odd? Wouldn’t it seem obvious that if delivery is physical HP plaster that all over the screen at checkout?
HP – FAIL #2
