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An Experience In HP "Customer Service"


So my brother was trying to install a Flash Player update on Mom's comp (Mom is out of town, and not very tech-savvy). The computer is only 5-6 weeks old; I was with her when she bought it. Now, for some reason, even though he's logged in as (the only) user, my bro needs to be logged in as an Administrator to install the update. So he logs out, to see if there are other log-in names, but there aren't...and he couldn't log back in, because he doesn't have the password, and we aren't sure if Mom put one in (we're very doubtful, though I don't know if he managed to get a hold of her).

Eventually, he calls HP, and over the course of about 3 hours (I hear most of what's going on), across nine or so people and several departments, he's told that it could've been the result of an HP update, and that they can fix it one of two ways, both of which cost triple digits. He gets told this several times, and each time (apologizing for snapping/yelling, saying it's not the fault of the individual) he says that it's ridiculous and unacceptable that a new computer is "shat on" by an HP update, and HP expects to be paid further to fix a problem they caused.

To my knowledge, the issue has not been resolved. I've tried checking online to see if there's an alternative solution, but have not found it yet. You'd think it'd be an easy fix, but...well, evidently.

Then, not fifteen minutes ago, on my own PC (also an HP, incidentally) I open a link from an e-mail (trusted sender), and then I hear this buzzing that plays "Na Na, Hey Hey (Kiss Him Goodbye)". Wasn't sure if it was something from the speakers or within the computer itself.

Technology is getting freakin' weird.

Last edited by SporkBot, 7/19/2015, 11:33 am


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7/19/2015, 10:33 am Link to this post Send Email to SporkBot   Send PM to SporkBot
 
MachSabre Profile
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Re: An Experience In HP "Customer Service"


...Okay, first? That HP bullshit? That HP bullshit right there? It's the reason my next computer is a Mac. Between the bullshit done with Windows 8-10 and the poor customer service in getting these assholes at HP, Dell or anywhere else to do their damn jobs... I just never want to deal with that !@#$ ever again. At least Apple has decent customer service, even if it is pushing along the 1984-mindset.

Second thing, the music that played? Something similar happened to me. Scan your computer. Run Malwarebyte's Anti-malware, and update your antiviral and run that too. Just to be safe. And over the next few days, DO NOT do any online banking or transactions. Because I'm worried you just got something nasty there. Give it a few days of anti-viral and anti-malware updates and clean scans before you do anything financial.

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Re: An Experience In HP "Customer Service"


Yeah, I ran Malware-Bytes (which was pretty quick, since I updated and ran it a few days ago), and I started Norton (which was recently updated) about...seven hours ago, but I clicked some Clean Up feature, and it's spent that time deleting Temporary Internet Files. I may run Webroot (which auto-updates often) afterwards.

I really hope we don't need to get my Mom a new computer...or at least, we can get some kind refund or something if HP continues to act crappily. You'd think they could give us a clue of figuring this out without giving them more money. But no, they have no problem charging people to fix their own errors.

We went through a whole thing getting data off the previous computer, and I want to take the old hard drive and put into an external casing to use as a back-up drive (he said, hoping the process is uncomplicated).

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7/19/2015, 6:04 pm Link to this post Send Email to SporkBot   Send PM to SporkBot
 
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Re: An Experience In HP "Customer Service"


New computer will not be needed. Worst case scenario, you just go up to a computer repair store and have them fix the !@#$. They can also arrange it so that when it updates, it won't do !@#$ like that.

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7/19/2015, 6:31 pm Link to this post Send Email to MachSabre   Send PM to MachSabre AIM
 
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Re: An Experience In HP "Customer Service"


Norton's Clean-up shtick apparently cleared over 49,000 MB of Temporary internet Files. Though somehow, after I got dinner and checked on it's next task (I think it was some manner defragmentation), it went blue screen, then restarted. Running Webroot right now...

Usually, we'd take (Mom's) comp to Best Buy, but maybe we'll look into other repair shops (if there are any nearby, that is). I'd like to avoid a pricey repair...

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7/19/2015, 6:54 pm Link to this post Send Email to SporkBot   Send PM to SporkBot
 
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Re: An Experience In HP "Customer Service"


Best Buy's Geek Squad... They can be a bit pricey, but they'll do the job okay.

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7/19/2015, 7:13 pm Link to this post Send Email to MachSabre   Send PM to MachSabre AIM
 
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Re: An Experience In HP "Customer Service"


So...it seems like it's possible a Windows update caused all this password nonsense, but Microsoft "can't do anything" because it's a "local account". We need a reinstall disk (and product key), which we need to purchase from either HP or where we bought the thing (Best Buy).

Best Buy can do a $30 password reset, but there's a possibility that it may not be enough, requiring tech support costs of $200 (for several machines for x number of years), or returning the comp to factory conditions, wiping our data that we had previously paid Best Buy to store when we had issues with the last machine, less than two months ago.

EDIT: I found this program from a company called Tenorshare that claims that putting it onto a disk or thumb drive, hooking to the locked PC, rebooting it, and following some instructions, will let you reset the password. But the reviews on the site are clearly fabricated, so...yeah probably not going with that option anymore.

Last edited by SporkBot, 7/24/2015, 2:13 pm


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Re: An Experience In HP "Customer Service"


There are free Linux based rescue disks you can download. You burn the image onto a CD/DVD or expand it onto a USB stick, boot the afflicted PC off it, then run the appropriate utility to fix your problem. I'm pretty sure Windows password reset would be one of the included utilities.

The fact that so many PC makers don't give you a restore disk is some straight up bullshit. There may be a recovery partition on the PC that you can somehow access to reinstall the OS, or maybe not.

To reinforce Mach's point, Apple never leaves you without a recovery mechanism. Older Macs always came with a full set of discs. Newer ones have a recovery partition that will download OS X from the Internet, and if your drive gets totally hosed the Mac can actually boot off Apple's servers and redownload the recovery partition to get you started again. That is some hot !@#$ right there.

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In case you don't read enough of my BS here:
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Re: An Experience In HP "Customer Service"


My brother (using my PC) downloaded something along those lines (don't know if it's Linux, though), recommended to him by one of his friends. A Hirens Boot program that he burned to a disc.

Then we saw Ant-Man and grabbed a bite at the Tilted Kilt.

So we'll see how this goes.

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7/26/2015, 11:23 pm Link to this post Send Email to SporkBot   Send PM to SporkBot
 
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Re: An Experience In HP "Customer Service"


Well, whattaya know...

My Dad calls Microsoft, and they eventually give him a number to HP, to call and get an installation disc. After a couple hours, I eventually call, and the guy tells me that a $30-$40 disc is unnecessary, and that he can walk me through system recovery. I save the pertinent data onto my external (I guess I could've used one of the ample blank discs around, but figured the drive was better), and after more than an hour and a half, the computer is working fine, it has a proper password now, and the data is in a Backup file on the desktop, which I (or Dan) will worry about later.

So now that aggravation is done...

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7/31/2015, 2:58 pm Link to this post Send Email to SporkBot   Send PM to SporkBot
 


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