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May 11th, 2004
02:41 pm

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HP "No Support"
Some highlights from this one include...oh, never mind...just go read it...

[ Tue, May 11, 2004 1:50 PM] -- Status Message
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP and Compaq handheld products is available 24hrs a day, 7 days a week. Due to high volumes at this time you may experience a delay in an initial response from an HP support specialist. We apologize for any inconvenience this may cause.
[ Tue, May 11, 2004 1:51 PM] --
For your reference, your Case ID is 3206143007.
[ Tue, May 11, 2004 1:51 PM] -- Status Message
Support analyst Girish S has been assigned to your request.
[ Tue, May 11, 2004 1:51 PM] -- Girish S
Hello Peter , Thank you for contacting HP and for your interest in our Instant Support program. My name is Girish and I see that you have a question with your iPAQ. I'm going to take a few moments to review the information from your computer and will get back to you very soon. Please add this page to your Favorites in case you get disconnected or close your browser so you may come back to this conversation
[ Tue, May 11, 2004 1:52 PM] -- Peter Thomas
Thank you; I added the page to my favorites.
[ Tue, May 11, 2004 1:55 PM] -- Girish S
Please note that the software in the companion CD are third party software and hence not available for free download.
[ Tue, May 11, 2004 1:55 PM] -- Girish S
I suggest that you buy a new companion CD for your iPAQ.
[ Tue, May 11, 2004 1:55 PM] -- Girish S
In order to purchase a new Companion CD, Please contact the Carepaq Order Center at 1-800 289 9052.
[ Tue, May 11, 2004 1:56 PM] -- Girish S
Is there any other issue that I can assist you with?
[ Tue, May 11, 2004 1:57 PM] -- Peter Thomas
This is not a companion CD

[ Tue, May 11, 2004 1:57 PM] -- Peter Thomas
It is my PocketPC 2002 upgrade
[ Tue, May 11, 2004 1:57 PM] -- Girish S
Peter, I am sorry for the incorrect information.
[ Tue, May 11, 2004 1:59 PM] -- Peter Thomas
No problem; can you help with the replacement PocketPC 2002 disk?

[ Tue, May 11, 2004 1:59 PM] -- Girish S
Please note that currently HP does not provide Pocket PC 2002 upgrade for iPAQ H3600 series.
[ Tue, May 11, 2004 1:59 PM] -- Girish S
However, to obtain a Pocket PC 2002 upgrade for your iPAQ H3630, we suggest that you visit the third party web link given below:
[ Tue, May 11, 2004 1:59 PM] -- Girish S
http://www.usedprinters.com/1/product/OperatingSystems/0/202.html
[ Tue, May 11, 2004 2:00 PM] -- Peter Thomas
Yes, I know...but you did. I returned a 2002 PocketPC for replacement and you sent me a 2000 PocketPC in return...
[ Tue, May 11, 2004 2:01 PM] -- Girish S
Please give me a couple of minutes for me to research on this issue.
[ Tue, May 11, 2004 2:02 PM] -- Peter Thomas
Certainly. Thank you.
[ Tue, May 11, 2004 2:02 PM] -- Girish S
Did you send it for HP?
[ Tue, May 11, 2004 2:03 PM] -- Peter Thomas
Yes, under my CarePAQ.
[ Tue, May 11, 2004 2:04 PM] -- Girish S
How did you send it?
[ Tue, May 11, 2004 2:04 PM] -- Peter Thomas
To make matters worse, the 3rd party you cite is out of stock of the upgrade, so that is not even an option. My options are tear my basement apart (the disk is no doubt in there _ somewhere _) or get a replacement disk from you.
[ Tue, May 11, 2004 2:05 PM] -- Girish S
Please give me a couple of minutes.
[ Tue, May 11, 2004 2:05 PM] -- Peter Thomas
You sent me a shipping package and label.
[ Tue, May 11, 2004 2:07 PM] -- Peter Thomas
certainly
[ Tue, May 11, 2004 2:11 PM] -- Girish S
Can you please elaborate the issue?
[ Tue, May 11, 2004 2:12 PM] -- Peter Thomas
Can you please elaborate your question?
[ Tue, May 11, 2004 2:14 PM] -- Girish S
From where did you purchase the replacement CD.
[ Tue, May 11, 2004 2:16 PM] -- Peter Thomas
(1) I buy an iPAQ 3650 and CarePAQ
(2) I buy the PocketPC 2002 upgrade (from HP)
(3) Later, My iPAQ has a hardware failure
(4) I call HP and they authorize replacement
(5) I send back my broken iPAQ
(6) They send back a fixed one, but with the base PocketPC 2000 software
(7) I grumble and go to find my PocketPC 2002 upgrade disk and can't find it.
(8) We have this conversation.
Clear enough?

[ Tue, May 11, 2004 2:21 PM] -- Peter Thomas
I never ordered a "replacement CD" of any kind--I'm trying to get a replacement FROM YOU...look at it this way, supposed my PocketPC 2002 disk was corrupted or scratched; there has to be a way for me to restore my iPAQ to the condition it was in when you shipped it to me. Heck, I'll accept an ISO image of the upgrade disk and burn it myself. I just want to be back up to where I was before my original iPAQ failed.
[ Tue, May 11, 2004 2:22 PM] -- Girish S
Peter, I understand your concern and also the importance of the iPAQ to you.
[ Tue, May 11, 2004 2:22 PM] -- Peter Thomas
well, the condition it was in except for the "broken" part--i.e. with the software upgrade.
[ Tue, May 11, 2004 2:23 PM] -- Girish S
Please be informed, that the upgrade CD can not be replaced if it is lost.
[ Tue, May 11, 2004 2:23 PM] -- Peter Thomas
arrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrgh!
[ Tue, May 11, 2004 2:24 PM] -- Peter Thomas
That is not an acceptable answer.
[ Tue, May 11, 2004 2:24 PM] -- Peter Thomas
Please give me the phone number or mailing address of someone who can come up with a better answer than "no."
[ Tue, May 11, 2004 2:27 PM] -- Girish S
Please give me a couple of minutes, I will consult my senior technician.
[ Tue, May 11, 2004 2:27 PM] -- Peter Thomas
Thank you, sir.
[ Tue, May 11, 2004 2:30 PM] -- Girish S
Peter, I am sorry. We can not send a replacement upgrade CD to you.
[ Tue, May 11, 2004 2:30 PM] -- Peter Thomas
So, you can't send it; you can't sell it; the 3rd party you referred me to is out of stock. Are you seeing a pattern here?

[ Tue, May 11, 2004 2:35 PM] -- Girish S
Please visit this web link:
http://search.ebay.com/search/search.dll?xpufu=x&query=pc+pocket+upgrade&newu=1&krd=1
[ Tue, May 11, 2004 2:37 PM] -- Girish S
Is there any other issue that I can assist you with?
[ Tue, May 11, 2004 2:38 PM] -- Peter Thomas
No; thank you.
[ Tue, May 11, 2004 2:39 PM] -- Girish S
Peter, I am going to close this support request at this time. If you should need assistance in the future please try our Instant Support program again. Thank you again for contacting HP and have a great day.

(29 comments | Leave a comment)

Comments
 
[User Picture]
From:eeedge
Date:May 11th, 2004 11:52 am (UTC)
(Link)
It is, indeed, long, but I can't say that I enjoyed it.

I had a similar sort of conversation with Sony over their restoration (or whatever it was called) discs. It took ages, but I was a) talking to someone whose first language was English and b) talking with someone who was smart enough to refer me to someone else when he couldn't provide support.

They were actually initially asking for $75 for discs that I should have been able to burn myself except that they had forgotten to load the software onto the machine to begin with...

I wish that there was a little more service in customer service just about everywhere. Even Gateway, which used to be quite helpful, doesn't cut it anymore.
[User Picture]
From:luscious_purple
Date:May 11th, 2004 12:05 pm (UTC)
(Link)
Even Gateway, which used to be quite helpful, doesn't cut it anymore.

Gateway has had a couple of massive rounds of layoffs, and I'll bet it won't exist as an independent entity much longer.
[User Picture]
From:happypete
Date:May 11th, 2004 12:51 pm (UTC)

I wonder...

(Link)
who'll carve it up...Dell?
[User Picture]
From:catdeville
Date:May 11th, 2004 09:20 pm (UTC)

Gateway...

(Link)
Actually Gateway just merged with...
... now get this...
... ... *eMachines*

They've already fired a bunch of folks, are closing *all* the Gateway stores (in fact they may have already done that... ) and are moving to Orange County (where all the eMachines execs are.)

The ironic thing is that Gateway *bought* eMachines because they want to expand their retail presence, then put eMachines CEO in charge because eMachines was more "efficient", so the first thing that he does is shut down their independant retail operation, fire most of the Gateway execs and moves the HQ where the eMachines execs are.

I expect the next step to be to lower Gateway's quality and put the Gateway label on eMachines cheaper product, then to exchange Gateway's reputable customer service with eMachines more "efficient" customer service.

{sigh!}

Well, at least the good news is that I never got around to getting aggressive about applying to Gateway when I finished my PC Help Desk Certification program and instead took the "fast, easy" data entry job instead (after being laid off for almost 2 years, I was more interested in having *a* job than what job I had.) If I'd gotten the support job at Gateway when I was looking for a Help Desk position I'd be laid off now, and being laid off now after just *barely* being on my feet would be pretty much a final straw!

Never Thirst,
cat
[User Picture]
From:happypete
Date:May 12th, 2004 01:25 pm (UTC)

Re: Gateway...

(Link)
hmmm...veddy interesting...

they claim that Gateway will remain the direct, "up-scale" option, and eMachines will be the retail "mass-market" option...

we'll see...
[User Picture]
From:happypete
Date:May 11th, 2004 12:58 pm (UTC)

that was my point..

(Link)
I sent it to you with PocketPC 2002 and a broken screen...you sent me back something with a fixed screen, but with PocketPC 2000...
[User Picture]
From:dark_blade
Date:May 11th, 2004 11:57 am (UTC)
(Link)
... *Falls over*
[User Picture]
From:happypete
Date:May 11th, 2004 12:56 pm (UTC)

Yeah...

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basically "You can't get there from here; have a bad day."
[User Picture]
From:catdeville
Date:May 11th, 2004 12:04 pm (UTC)

I'm sorry... let me get this straight...

(Link)
...
You were expecting *Support* from HP/Compaq?

{stiffles great gaffaws of laughter}

I'm sorry... {almost bursting...}

No, really... I'm sorry to hear that you're having trouble, but I didn't know that *anyone* actually still expected support from HP/Compaq. HP wasn't too bad, till they merged w/Compaq, but Compaq has *always* been rated lowest in the business.

Hugs!
cat
[User Picture]
From:happypete
Date:May 11th, 2004 12:15 pm (UTC)

Re: I'm sorry... let me get this straight...

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Yabbbut...aren't mergers supposed to come up with the best of the two predecessor firms? ;)
[User Picture]
From:catdeville
Date:May 11th, 2004 06:44 pm (UTC)

Re: I'm sorry... let me get this straight...

(Link)
ROTFLMAO....

YeeeEAH.... RIIIIIIGHT!
cat
[User Picture]
From:polydad
Date:May 11th, 2004 12:14 pm (UTC)
(Link)
Can't say as I enjoyed it, no.

Print it out and glue it to their front door, *that* I'd enjoy.
[User Picture]
From:happypete
Date:May 11th, 2004 12:36 pm (UTC)

Where?

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The call center in India?
[User Picture]
From:polydad
Date:May 11th, 2004 05:05 pm (UTC)

Re: Where?

(Link)
Where's the corporate headquarters?
[User Picture]
From:marc_breaker
Date:May 11th, 2004 12:48 pm (UTC)
(Link)
Print it out and glue it to their front door, *that* I'd enjoy.

Print it out and STAKE it to their front door, using a crossbow. Preferably through the body of the "tech no support" person.

That might work better to get your point acrossed.

Marc
[User Picture]
From:polydad
Date:May 11th, 2004 05:04 pm (UTC)
(Link)
Given that the technonsupport person is probably working for just above minimum because they *really* need the job, I think a death sentence is a bit severe.

Turn 'em into a paper-mache art project, sure.
[User Picture]
From:unquietsoul5
Date:May 11th, 2004 01:16 pm (UTC)
(Link)
All I can say is OUCH! It looks like HP, which was 2 years ago one of the few good places for support, has decided to cease support and play the export to india and give zero real support game.

Time to cease buying HP and letting folks know that they are not fulfilling support as promised.

[User Picture]
From:happypete
Date:May 11th, 2004 01:53 pm (UTC)

Yeah...

(Link)
it was amazing how quick the "no" responses started coming.
[User Picture]
From:steelwngs
Date:May 11th, 2004 01:35 pm (UTC)
(Link)
If you want I can talk to my guys here. I think we have a copy of the upgrade as a ghost image on our tech support server.
[User Picture]
From:happypete
Date:May 11th, 2004 01:52 pm (UTC)

Yeah...

(Link)
One word..two syllables... "USENET!"

alt.binaries.warez.pocketpc ... someone posted it on 4/11....

maybe i should get your image and do a binary compare as a Trojan check. (it passed the latest anti-virus scan)...
[User Picture]
From:zarhooie
Date:May 11th, 2004 01:54 pm (UTC)
(Link)
.....i suggest you kick them in the face.
[User Picture]
From:jassad
Date:May 12th, 2004 10:01 am (UTC)

HP Support-bwhahahahaha.......

(Link)
I have been messing about with computers for some time, and until recently worked as a laptop repair tech for Seattle Laptop. Anyways the worst support was ALWAYS in this order:

Dell, Compaq/HP, Sony, Fujitsu.

The BEST support was:
IBM, Toshiba

Of course, your problem was compounded by the fact that you were trying to get support for a 3600 series (1st gen) IPAQ which is considered ancient by today's standards, and then you actually wanted physical OS media that was 2 versions ago. Their system such as it is, simply lacks any motivation (by design I suspect)to support "legacy" OS's and hardware.

Now lest you think I support their position I don't, I'm simply pointing out the simple fact that if you have an "old" Pocket PC unit you're pretty much screwed-hell I have an "old" Casio Cassiopeia E-115, which has a beautiful screen and works life a champ, but support for it is non existent, which is why I went to a Palm Tungsten T, which I absolutely love-its the perfect mix of quality featues and size, and also almost infinte memory expansion via its built in sd port.

AND it came with software which allows me to xfer MS Word, Excel files directly onto my handheld, not to mention built in voice memo & bluetooth.

James
[User Picture]
From:happypete
Date:May 12th, 2004 01:08 pm (UTC)

Re: HP Support-bwhahahahaha.......

(Link)
I'm jealous...I want the bluetooth!

Pete wants:

-- bluetooth
-- 802.11
-- CDMA phone (Verizon Wireless)
-- PocketPC aka Windows Mobile or "SmartPhone?" (I could be talked into going back to Palm)
[User Picture]
From:nosebeepbear
Date:May 12th, 2004 11:32 am (UTC)
(Link)
Was this even a human? Sounds suspiciously like a program responding to key words in your questions.
[User Picture]
From:happypete
Date:May 12th, 2004 01:00 pm (UTC)

That's scary...

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I think he just was using formal English...
[User Picture]
From:nosebeepbear
Date:May 12th, 2004 01:19 pm (UTC)

Re: That's scary...

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Well, that was part of what made me start thinking that way, but it was also the content of the responses. The level and style of not getting it that he was managing felt off in a way that made me wonder. It didn't feel like a person missing the point, it felt more like computerized response to key words. *shrugs*. I suppose some people do that too.
[User Picture]
From:happypete
Date:May 12th, 2004 01:28 pm (UTC)

Re: That's scary...

(Link)
Could have been a program...missing the point could also be a language barrier...maybe his "senior technician" was the Real Human Being...
From:(Anonymous)
Date:May 24th, 2004 08:30 pm (UTC)

Re: That's scary...

(Link)
So did anyone ever locate a place to get the PPC 2002 upgrade. I have an ipaq h3135 and a new GSM/GPRS card. Sure wish I could use it.
[User Picture]
From:happypete
Date:May 25th, 2004 09:59 am (UTC)

Re: That's scary...

(Link)
It's been posted to alt . binaries . \/\/4|232 . pocketpc on USENET (I'll leave the translation from l33t to English as an exercise for the reader...
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