HP tech support saga continues

Filed Under Just Wow

Well, today I received the following email from HP Tech Support:

Hi Rafael,

This is in reference with the chat ID: XXXX, regarding your business laptop 6710b.

I apologize for the inconvenience caused in the chat, we had some network issues going on and were not able to entirely support all the customers, I tried calling you back and was not able to reach you, have left a voice mail on your number.

Problem logged in chat: Problems with the USB bus, unable to reinstall the software drivers

Please let us know the details below to isolate or troubleshoot the issue

1. Let me know if there are any error messages popped up.

2. Any exclamation marks in device manager, if yes, then the Instance ID’s of the same would be required.

3. Let me also know all the troubleshooting steps already performed in order for me to avoid giving you the same steps.

Just in case if you have access to a known good hard drive of the same model loaded with Operating System, you can just swap it in the problem unit and check if that resolves the issue, this way we will be able to eliminate Operating System issue.

Please reply with your observations and above information at your earliest convenience and I will be glad to assist you further.

I guess there’s a reason for why I had such a bad experience.

This email does go a long way towards making me feel better about the whole thing, but the troubleshooting outlined seems flawed to me. They seem to be immediately assuming a hardware failure, when I clearly told them about my software shenanigans. Maybe they missed that part in the networking issues they were having, who knows.

They haven’t completely healed my perception of them, but this email and the effort they have undertaken to help me out have done a lot in their favor. Good customer service does help a lot, doesn’t it?