Comments on: How HP sold me on Apple

By: Ryan

Ryan — Fri, 01 May 2009 12:48:07 +0000

Wow! My Google search of “hp total care speak english” has brought me here. I’m currently having issues with my laptop, which is a KNOWN ISSUE (such a known issue, that they have offered a Limited Warranty Service Enhancement to cover the problem for 2 years after the initial warranty ends), where it simply fails to boot up. My first call to HP resulted in me hanging up on the person. After that, I decided to use email strictly, since the phone support resulted in a two-way game of “what was that?” He could barely speak understand English, and could speak even less. Now, I understand that America has no formal or official language, but when dealing with computer issues, especially with American computer issues, English is pretty much the carte blanche. My email responses consisted of “connect to external desktop” and “check weather,” both of which I did. The fact that it was raining didn’t seem to help at all.

First of all, if you are going to employ service personal to not only directly communicate with your customers but also represent your company, you pretty much want competent and fluent individuals. The person that I spoke with was basically incompetent. After telling him that my laptop WOULD NOT boot up, he asked me to enter the BIOS and flash it! What?!? First of all, how can I get into the BIOS if the computer won’t boot? Secondly, when has a computer EVER EVER allowed you to flash the BIOS from the BIOS? There are none. They do not exist. But that’s what the customer support wanted me to do.

I too am seriously considering Apple over HP. They have FINALLY agreed to fix the problem, which I am doubtful will result in a satisfactory experience. This was my first laptop, and my last HP computer.

Customer Service is a make-or-break deal for many companies. Saying that you offer “award winning customer service” and providing “award-winning customer service” are two entirely different matters….

By: Dana Lookadoo

Dana Lookadoo — Tue, 09 Dec 2008 16:39:07 +0000

That’s an expensive fax machine, Julie. Maybe our HP All-in-One Printers should get together to make a whole.. Mine works wonderful as a printer, but the fax option doesn’t work! By the way, the quality is actually quite good. Sorry you cannot see such.

Your issues are unusual. I imagine the right person could find the answer; however, my experience has been that HP Customer Care representatives are entry-level to mid-level techs. I’ve actually been considering running a Craig’s List ad to find a local consultant. Maybe such would help for you, too.

By: Wild Dingo

Wild Dingo — Tue, 09 Dec 2008 04:32:15 +0000

Oh my my my my MY! I have Vista…not by choice… my old computer died and Dell was not selling xp at the time. vista is a nightmare…but on to HP. I went and bought an HP all in one printer (fax, copier, scanner, printer) last year… i cannot have my computer hooked up to the printer through my LAN ethernet or even directly…why? because that printer for some reason shuts down my internet connection…not compltetly, but to a speed slower than dial up. has something to do with ip address but never been able to figure it out. and HP has been no help. so i have an expensive a fax machine and copier now but no printer or scanner… thanks HP! i think i’ll upgrade to a Sony…my husband has good luck with his…

Juno Graduates–Gets a Part Time Job:

By: Dana Lookadoo

Dana Lookadoo — Sun, 07 Dec 2008 01:06:28 +0000

Lori, you’re husband is right. It is more secure. For many, it is too secure. It’s so secure that some software programs require they be Vista-ready. When I received my free Vista upgrade, 6 pieces of software I own were not on this list, nor were they available for Vista. Unfortunately, Vista is a noted memory hog, and I didn’t want to also buy more memory. HP has not offered to replace my faulty RAM, so that is part of the souring.

However, I really do love my computer, and switching platforms will require a lot more work. I used a Mac while at the University, and the WOW factor is tough to beat. I’m looking at running a dual OS machine, so I can salvage some of my current software on the PC side and use the Mac for the creative aspect.

As I’ve researched, I’ve noticed that PC vs. Mac is a cultural divide. It’s a “we” vs. “them” for many. I find it quite entertaining.

Thanks for your input. I’ll be looking for more as I make a final purchasing decision. Either way, I still have many hours of work to restore my HP baby!

By: Lori

Lori — Sat, 06 Dec 2008 21:20:27 +0000

My husband (a tech nerd if I’ve ever met one) says that Vista is actually more secure than XP. We’ve never had any problems with either of our computers using Vista.

I will say that when we first installed Vista last March, it was wonky but patches have come out since then that have actually made it very usable.

Anyway, there are pros and cons to both. Either way, I hope you get a usable computer soon!

By: Dana Lookadoo

Dana Lookadoo — Sat, 06 Dec 2008 21:08:33 +0000

Lori, Thanks for stopping by.

FYI that I don’t want Vista, don’t like their core/security issues. On an Apple, you can run Windows XP. Apple’s interface rocks!

Kate Morris recently switched as well. You might enjoy her post:
My Favorite Macbook Surprises

I’ll keep you posted on this quest!

By: Lori

Lori — Sat, 06 Dec 2008 21:03:30 +0000

Wow, Dana! You have been through a lot. I’m so sorry! When a computer’s running well you hardly notice it, when it’s not, it seems to affect everything else.

I’ve had a Dell laptop for almost a year, and not had one problem with it. Nothing! Even using Vista

What interests me is, why Apple and not another PC brand? The problem seems to be HP and not PCs in general, right?