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HP Support Blog: Day 20

Twenty days ago, I reported a fault on an HP laptop covered by an expensive next-day on-site service extended warranty. It still hasn’t been fixed. After four unsuccesful attempts to fix it on-site, the laptop was taken away to be fixed. It’s been away for eleven days, now. It was due back either today or tomorrow. It’s not here today, so I’m guessing it should be tomorrow.

We’ll see.

This 957th post was filed under: HP Support Blog.

HP Support Blog: Day 19

I’m back at medical school from today, so my ongoing HP repair is being handled by the rest of my family back home. I’m here with another laptop, since I have cases, presentations, and an e-portfolio, all of which require a computer – exactly the reason I paid for ‘Next Day’ HP support. 19 days later, I’m still waiting for a result.

Mum took a phone call today, informing me that ICM Computers were returning the laptop to HP for their attention. Presumably the parts they ordered last Wednesday didn’t fix the problem, but I’m not sure what’s happened since then. Apparently, the manager my mum spoke to commented that the laptop wasn’t in great condition, and had been bashed about a bit. There seems little to say about this, other than given that last time I saw the laptop, it was completely unfunctional (not to mention the disputed damage catalogued here), it would appear to have been ‘bashed about’ more in the last 19 days than previously.

The man said that my laptop would probably be back tomorrow or Wednesday. Because I’m back at uni, there’s some difficulty at getting a message about the return of the laptop through, because I’m obviously not available during office hours. But I think we’ve sorted a way round that. We’ll see.

All-in-all, it (hopefully) looks like this might finally be drawing to a close. But I’ve thought that before.

This 956th post was filed under: HP Support Blog.

Complaints and ethics

This isn’t the most riveting of posts, but I consider it to be quite important – even if, on days like these, I really wish I had a suitably qualified Grauniad-style independent editor to refer things to!

First of all, lawyers from The National Lottery have been in touch to insist that I remove their copyrighted logo from a post from a couple of months ago. I think I was probably on the right side of the law, having published in a reporting context something which was (or so it appeared) presented by The National Lottery. Their lawyers argue that the banner was a fake, and defamatory to their client. Unfortunately, I neglected to keep details of the original site to refer them to in order to confirm that the banner wasn’t faked, and so I complied with their request and removed the logo from the server, and replaced it with a description.

Next up, an ethical question from an independent party relating to my HP Support Blog: Why had I chosen to name individuals providing service, when my complaints were specifically with those individuals. That’s a fair comment, and there’s probably a potential for libel if the tone of the post is considered defamatory to the identified individual, so I’ve removed all references to names. That has meant editing a couple of comments, including one by an anonymous party, which I’m not overly comfortable in doing. However, I’ve clearly marked the changes in the comments, and pinged all of the edited posts. They are: Friday’s update, Monday’s update, Tuesday’s update, One week on, Day 13, and Day 14. The comments in question are here and here. For further clarification, I have also published this post on the HP Support Blog.

Finally, this post. Is it disrespectful and unfair? I think not. I have form on the issue of discussing religion: Witness this and this. I do not consider it part of my aim on this blog to protect religion, and certinaly not be protect one above another. Instead, I aim to be even-handed, and actually reflect my own views (this is, after all, a personal blog). If that means criticising actions of religious leaders that I find unacceptable, I shall do it, just as I would criticise the actions of any other community leaders. I’m not omnipotent, and hence can’t report every evil or every good performed by every relgious person – but I do blog the ones which catch my eye. Therefore, the post stands unedited.

As ever, you can complain about posts either publically via the commenting system, or privately via one of several methods: Email me, SMS or MMS “simon” followed by your message to 60300, leave me a voicemail on 0845 638 1916, or fax me on 0845 638 1918. Charges of phone calls and text messages appear along with full details of all contact methods in the site guide.

This 953rd post was filed under: HP Support Blog, Site Updates.

HP Support Blog: Day 16

Again, nothing to report.

I assume I won’t hear anything until Monday at the earliest, so I’ll resume posting to the HP Support Blog then – which will be Day 19 of a Next Day Support Case.

HP: Redefining Next Day, Redefining Support

This 952nd post was filed under: HP Support Blog.

HP Support Blog: Day 15

Today’s news in the ongoing saga: No phone calls, no emails, no laptop, no customer service, no point in paying extra for Next Day support, nothing more to post today.

This 949th post was filed under: HP Support Blog.

HP Support Blog: Day 14

Happy two-week ‘anniversary’! Yep, it’s now two weeks since I first reported my faulty laptop for a next-day repair with HP, and it’s not fixed and not here.

Yesterday, I was sort of hopeful that the HP Support Blog would pull into the fixed-laptop station for the very last time, but it appears to be rumbling on, out of control. I contacted ICM Computers, HP’s subcontractors, this morning, as I’ve heard nothing since Friday. I was told that the machine had (as planned) been wiped and reinstalled from scratch, but (unsurprisingly) that hadn’t fixed the problem.

So in a somewhat surreal turn of events, they’ve decided to replace the system board and screen. They’ve done that twice before, you’ll remember, and it didn’t work. But clearly, they think it will this time. Problem is, they’ve not got either. So they’re awaitinf parts. My man from Warrington assures me that the repair has been escalated to a senior level. That’s nice, but it doesn’t seem to be making an awful lot of difference so far.

I’ll post an update tomorrow, though I’m not terribly hopeful that it’ll contain much. Remember that you can follow HP Support Blog posts specifically on this page, or with this RSS feed. Have fun.

This 947th post was filed under: HP Support Blog.

HP Support Blog: Day 13

Nothing much to report today, sadly. No laptop, no communication from HP or their subcontractors, nothing.

Frankly, I’m so fed up with them that I thought I’d just leave it for today. I’m sure if I’d called my new friend at Warrington that he would’ve chased it up for me – but I gave them a day’s grace instead.

Whether the laptop will turn up tomorrow is really anyone’s guess.

This 945th post was filed under: HP Support Blog.

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