I have a brand new HP Pavilion desktop and the first two days it gave me
blue screens of death.

Subsequently I had an expert look at the .dmp files and Windows/System
logs that show the unrecoverable events and he said that it clearly
shows a -hardware -problem and that I should tell HP and get a new
computer.

(I have had it just 4 days longer than Best Buy's return policy was in
effect because I did not figure out how serious the problem was until 2
days ago. I had been thinking it was just a conflict with my monitor or
something but this guy says the .dmp files show that it is a memory or
processor problem and cannot be fixed.)

Soooo.. I spent 3 and 1/2 hours online in a chat session with an IDIOT
supervisor in India and he did not fully understand the problem and kept
preaching "System Restore". I kept saying that -System Restore will not
fix a Hardware problem- so there was no point to it. He finally came up
with this:

"sir, the processor sends some IRQ requests etc to other hardware
devices, and the log suggests me that theres a conflick in such IRQ
requests." Even so, how is System Restore going to FIX a hardware
problem that already exists???

My expert says the IRQ thing is b.s. and the bottom line is that I have
a fatal hardware error and I should get a new computer under warranty.

So how do I convince HP to do that when my computer IS -working -(for
now...), or how can I convince Best Buy to exchange it past the 14 days
(4 days past, tomorrow)?

Any ideas would be helpful, as long as they don't involve getting a gun
and going to India. Although that might be the most satisfying thing,
but it still wouldn't get me a new computer, just a new place to live,
with bars...


--
pdsnickles

pdsnickles wrote:


I have a brand new HP Pavilion desktop and the first two days it gave me
blue screens of death.

Subsequently I had an expert look at the .dmp files and Windows/System
logs that show the unrecoverable events and he said that it clearly
shows a -hardware -problem and that I should tell HP and get a new
computer.

(I have had it just 4 days longer than Best Buy's return policy was in
effect because I did not figure out how serious the problem was until 2
days ago. I had been thinking it was just a conflict with my monitor or
something but this guy says the .dmp files show that it is a memory or
processor problem and cannot be fixed.)

You warranty is NOT the period that Best Buy allows for returns.

Get ahold of HP support and arrange for a new computer.

Just ask HP for a RMA (Return Merchandise Authurization) to either get your
computer fixed or replaced under your warranty.
--
Computer/Software Tech.

Make it a great day!

Charles Richmond




"pdsnickles" wrote:


I have a brand new HP Pavilion desktop and the first two days it gave me
blue screens of death.

Subsequently I had an expert look at the .dmp files and Windows/System
logs that show the unrecoverable events and he said that it clearly
shows a -hardware -problem and that I should tell HP and get a new
computer.

(I have had it just 4 days longer than Best Buy's return policy was in
effect because I did not figure out how serious the problem was until 2
days ago. I had been thinking it was just a conflict with my monitor or
something but this guy says the .dmp files show that it is a memory or
processor problem and cannot be fixed.)

Soooo.. I spent 3 and 1/2 hours online in a chat session with an IDIOT
supervisor in India and he did not fully understand the problem and kept
preaching "System Restore". I kept saying that -System Restore will not
fix a Hardware problem- so there was no point to it. He finally came up
with this:

"sir, the processor sends some IRQ requests etc to other hardware
devices, and the log suggests me that theres a conflick in such IRQ
requests." Even so, how is System Restore going to FIX a hardware
problem that already exists???

My expert says the IRQ thing is b.s. and the bottom line is that I have
a fatal hardware error and I should get a new computer under warranty.

So how do I convince HP to do that when my computer IS -working -(for
now...), or how can I convince Best Buy to exchange it past the 14 days
(4 days past, tomorrow)?

Any ideas would be helpful, as long as they don't involve getting a gun
and going to India. Although that might be the most satisfying thing,
but it still wouldn't get me a new computer, just a new place to live,
with bars...


--
pdsnickles

So this is not done via tech support? I figured tech support had to
first "verify" that it was bad. And they won't admit it...
I was going to try Sales today anyway, so I'll let you know.


--
pdsnickles

Like the man said ... restore to the default configuration by either running
System Restore, or using the recovery disk you should have gotten with the
computer. The whole point is that if it still crashes AFTER you have
followed their instructions and restored it to thiei "blessed" state, then
you have even more fuel for it being a hardware issue. Doing the restore
with the recovery disk should format the hard drive hence iradicating any
viral infection or evil malware you may have acquired.

--
The personal opinion of
Gary G. Little


"pdsnickles" wrote in message
...

So this is not done via tech support? I figured tech support had to
first "verify" that it was bad. And they won't admit it...
I was going to try Sales today anyway, so I'll let you know.


--
pdsnickles

AFAIK HP systems do not come with a copy of the Recovery Partition but they
do come with written instructions on how to rebuild the system using the
recovery partition and with instructions on how to copy the recovery
partition to a set of DVDs so you can recover the system with them in case
your HDD fails.

"Gary G. Little" wrote in message
...
Like the man said ... restore to the default configuration by either
running System Restore, or using the recovery disk you should have gotten
with the computer. The whole point is that if it still crashes AFTER you
have followed their instructions and restored it to thiei "blessed" state,
then you have even more fuel for it being a hardware issue. Doing the
restore with the recovery disk should format the hard drive hence
iradicating any viral infection or evil malware you may have acquired.

--
The personal opinion of
Gary G. Little


"pdsnickles" wrote in message
...

So this is not done via tech support? I figured tech support had to
first "verify" that it was bad. And they won't admit it...
I was going to try Sales today anyway, so I'll let you know.


--
pdsnickles

A tech supports first job is to isolate the hardware or software
failure. And then proceed further, every tech has different way of
working. AND GETTING ANGRY OVER TECH SUPPORT IN INDIA WOULD NOT HELP FIX
THE ISSUE. BEST THING IS: Contact HP and discuss the issue. If you are
not in a mood for that then HAVE YOUR TECH CALL THEM. And look at all
the other possible solutions and keep system exchange for last.


--
tanuj_chadha

Tanuj

History repeats itself, first as tragedy, second as farce. - Karl
Marx :geek:

Okay, well here is how I dealt wth it.
Thank goodness I did not have to deal with HP because I was getting
very angry with them.
I called the manager of the Best Buy where I bought the computer even
though the 800# people told me that I could not return it after 14 days.
Luckily I got a nice assistant manager (the mgr. was out for the week),
and he said that if I could convince the Geek Squad (their tech support
and repair people) that it was bad, he would go ahead and let me
exchange it past the 14 days (it was now 18 days).

So I went to Best Buy armed with copies of snipped screen shots showing
the .dmp files and unrecoverable events and ERRORS in my Windows\System
folder and the info H2S04 gave me about it being a hardware problem.

Luckily they did not question me on it too much, I just said I had been
getting blue screens, showed them the 1st two, and said I felt I wanted
to get a non-HP computer because of this problem and because their tech
support was the worst I've ever encountered.

So they let me get a new one. I traded up, got a Dell XPS 430 with the
same hard drive space (750gig total) with an INTEL Quad 8300 processor
and 6 gigs DDR3 Ram. And I'm told you can pay extra to talk with
Americans if you want, for tech support.

So far it works fine, I checked the log and I have only had a few minor
errors which I am going to investigate but they seem to be minor and
fewer than the HP, and no blue screens as of yet.

As to Indian tech support:
I do not care where they are from, or their race. However I do hate
that they are sometimes difficult to understand, and that they seem to
generally not be as knowledgeable as the American techs these places
once employed. I think they just hire anyone who can speak English
regardless of what they know, and then they just train them to follow
"cheat sheets" which are good enough for the average idiot caller's
problems.

Their FIRST advice seems to be "Use System Restore" which shows how
little they know or how little they are interested in actually
diagnosing the problem.

I think if a company started a service plan that cost a fair amount and
advertised it as "100% American", they would get enough takers to make
it worth paying some Americans a decent wage to do the jobs.

If a company like Dell, for instance, advertised something like "We
have 100% American trained, native English speaking tech support for our
Blue Ribbon Tech Support Plan", people might be willing to pay more for
it.

I don't know, maybe it's just not economically feasible anymore but
it's a true shame that we have to deal with people who dont' speak
English well and who don't know their butts from a hole in the ground.

By the way I am going to write a letter and emails to various HP execs
and tell them exactly how horrible the tech support was.

Special thanks to H2S04 for taking the time to examine my .dmp files
and explain to me what they meant, and for all who have given me advice
in this thread about how to deal with HP and tech support people.


--
pdsnickles

So glad to hear that you got your problem sorted pdsnickles.
I have an HP and have had similar problems with their tech support but
was finally referred to a local repairer and problem was solved. (Faulty
hard drive while still under warranty)

I have to put in my 2 cents here though, and must admit that being an
Aussie I would hate to be forced to deal with American techs. Some of
the accents over there really need subtitles down here (and vice versa).
I can't imagine Asian users wanting to deal with English speaking
support either.

But your point is well taken that the current support people are very
difficult to understand and appear to have little training and not just
in the computer industry but in ALL support areas.

Companies need to have *local, well trained* tech support again.


--
Ifonlea

We're in agreement, Ifonlea. Local, well trained techs are what are
needed.
Also we need a return to some of the attitude of the 50's when it was
said "The customer is always right" instead of "Let's see how we can
prevent this customer from being satisfied".

HP is a case in point.

I remember about 15 years ago I had an HP printer, which at that time
probably cost close to $300. It quit working about 6 months in, and I
called HP. An American diagnosed it over the phone and said, "Okay,
we'll have to replace it." They sent me one Fed Ex and I had it in 2
days and they took the old one back via the same FedEx carrier, and I
was one happy customer.

It was this memory that made me feel good about straying from my
previous Dell and trying an HP computer this time.

But now they have ruined their formerly good reputation with me by
making it so difficult for me to get satisfaction.

By the way, the first tech I spoke with on the phone last week said
they'd call back in 2 days to see if my problem had been resolved. They
never called. This last one said someone would call me back in 4 days
with a solution. Do you wanna bet whether or not someone will call? I
will bet no one calls.


--
pdsnickles