Computer Science Canada

Don't buy HP(HP Horror stories to follow)
Author:  Zeroth [ Tue Jul 15, 2008 10:28 pm ]
Post subject:  Don't buy HP(HP Horror stories to follow)
So, I just recently had a very... not pleasant experience with HP. And this is the third time they screwed me over.

First incident:
I was in high school, managed to buy my own computer with my own money. I got a very nice HP Presario(Celeron D processor, 1Gig memory, it was pretty nice for the time). HP loved to add their own "updates" to the update process for XP. One of these updates decided to lock down the add or remove software panel. It was designed to prevent users from removing anything essential(which also happened to be drivers, their crapware, etc, that I had been trying to remove. Every time I updated, another crapware came back, no matter diligent I was.) It also saw as non-essential: Dungeon Keeper 2, Alpha Centauri, and a whole wack of programs I was not using. They took control of my computer away. I was not very happy, and thats when I started experimenting with Linux.

Second incident:
I wanted to add more memory(same computer)... got the wrong memory. Fried the motherboard. My fault... so I take out the memory, take it back to the store, and its still under HP's warranty. The store says they'll send it, I just need to get a case number from HP. I call HP. They tell me they can't give me a case number, that the store has to call. I call the store's hotline(its a national chain, they're not really at fault here). No luck there. No one wants to call the HP number only they have. They keep telling me I have to get the case number myself from HP. HP keeps telling me that someone at the store's repair center needs to call HP on the dealer's only line... and so FREAKING ON. Four hours. Back and forth. I talked to supervisors on both sides, management... no one got off their ass to do anything. They only cared about getting me off as quickly as possible. I finally found a very helpful tech at the store's call center, she actually calls the HP number, gets a case number, whereupon I call HP, give them the case number, and it WORKS! In HP's defense, it only took a week to repair the computer. But they wiped the hard drive, because the tech found Linucks(His spelling), and thought something was wrong. Then the store's computer tech proceeds to say in front of my mother that Linux is dangerous and really only for the most dedicated. So she starts telling me not to associate with this Linos thing.

Third incident: This month.
I bought a very nice, stable compaq laptop(I was working at The Source at the time, and we had no problems at all, in the entire Okanagan region). It is a very nice laptop, with Vista, and I've never had issues. Until earlier this year... the backlight keeps going on the LCD. So, I take it in, leaving explicit instructions NOT to wipe the hard drive. I also do not check the box that asks if its okay for them to do so. It took them a month and 7 days to fix it this time. AND they wiped the hard drive. Best of all: HP calls me up a few days after, for a customer satisfaction survey. You can guess what I had to say. Twisted Evil However, all is good, as Ubuntu 8.04 works fully. Hibernate works perfectly, the media buttons work perfectly, the wireless card and video card both work perfectly. So I said a final F-U to vista, and am now totally windows free!
Author:  gitoxa [ Tue Jul 15, 2008 11:12 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
Quote:
the tech found Linucks(His spelling), and thought something was wrong. Then the store's computer tech proceeds to say in front of my mother that Linux is dangerous and really only for the most dedicated. So she starts telling me not to associate with this Linos thing.


Hahahaha.
5/5
Author:  Euphoracle [ Tue Jul 15, 2008 11:22 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
HP is hardcore. I have a pentium 3 HP pavilion downstairs beside my TV recording stuff as a VCR. Go 11G harddrive go ;p

It does it realtime, oddly enough. I didn't think it'd do it.

Also, I <3 my HP DVD Burner. 5 years and STILL chugging. More than I can say for the LG/NEC crap I bought. And I use the HP one the most :p

I do, however, hate HP printers. They're so bloaty, the drivers and software are so cruddy, and the scanning is just... auhguahjsd. They do make good dedicated "get'er done" boxes for things that don't need much horsepower. One thing I will give them is that they're very cheap and very quiet. It's less expensive to buy a cheap HP than it is to build from parts nowadays. Especially when you're dealing with Pentium 2/3s or Celerons.
Author:  Zeroth [ Wed Jul 16, 2008 8:37 am ]
Post subject:  Re: Don't buy HP(HP Horror stories to follow)
I use linux primarily, so the best supported printers are HP. In linux, there is no bloat whatsoever, and in speed tests, HP printers win hands down compared to any other brand. As well, over 90% of their All-in-one models actually work with SANE, so I have scanning, copying, and printing, all supported out of the box. Best feature I discovered? I put an SD card into the slot on the printer... and it gets mounted on my computer! HP service royally sucks. But their products are awesome. The drivers for linux are brilliant. Just wish the service didn't suck so bad.
Author:  HellblazerX [ Wed Jul 16, 2008 8:57 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I've actually got an HP horror story too:

A couple months ago (during exam times I might add), the my wireless adapter on my laptop stop working for some reason, and this was after having my laptop for about 8 months. So I start diagnosing my laptop to find out the problem: I start off checking my networks, and I notice the network for my wireless connection no longer exists. I figure it's a software problem, so I run a virus scan, but nothing shows up. I do a system restore, and again, my wireless was still not working. So I check out my device manager, and I find out my wireless adapter is longer listed on it, and so I begin to think it's a hardware malfunction.

So after doing some research on hp support forums, I find out that there was a defect in my motherboard, causing it to heat too easily, and that my wireless adapter was most likely fried. I also find out that hp was willing to fix it for free (shipping included), so I call the tech support to get me signed up for this. I tell the guy what I've done so far, what I've figured out, about the defective motherboard and fried wireless adapter, and that I want my laptop brought in to be serviced. What does he do? He COMPLETELY IGNORES everything I just told, and has me goes through everything I just did, and after 45 minutes, he goes: "Sir, I think you have a defective motherboard, and that your wireless adapter is fried". NO SHIT EINSTEIN, THAT'S WHAT I SAID AT THE BEGINNING (I didn't say that of course). Anyways, so after that, they sent me a box to ship my laptop in (because shipping was being paid by them), and I got my laptop after about 4 days. NOTE: if you've got your computer in for service, keep calling them and pestering them about it, cause other wise it'll take a lot longer to get your computer back. When I called them, the guy on the other side said it was gonna take another 8 days or something, but then I ended up getting it the next day.
Author:  Zeroth [ Wed Jul 16, 2008 9:15 am ]
Post subject:  Re: RE:Don\'t buy HP(HP Horror stories to follow)
HellblazerX @ Wed Jul 16, 2008 5:57 am wrote:
I've actually got an HP horror story too:

[snip...]. I also find out that hp was willing to fix it for free (shipping included), so I call the tech support to get me signed up for this. I tell the guy what I've done so far, what I've figured out, about the defective motherboard and fried wireless adapter, and that I want my laptop brought in to be serviced. What does he do? He COMPLETELY IGNORES everything I just told, and has me goes through everything I just did, and after 45 minutes, he goes: "Sir, I think you have a defective motherboard, and that your wireless adapter is fried". NO SHIT EINSTEIN, THAT'S WHAT I SAID AT THE BEGINNING (I didn't say that of course)[snip].


Thats because they only give their support techs a script, that has to be followed. They don't educate their techs, just give them a script. If its not in the script, sometimes they'll escalate it to someone whom actually knows what their doing. Now, I just go along with the "script" instead of trying to skip it. Of course, I don't have to do the long stuff, since I already did it. At that time, is when I say, "Oh, I did that already, it came up with such and such error message."

Of course, now since I don't have windows on it, I'll have some fun times if I call into the support line. "I'm sorry sir, we don't support Linyucks." "No, you don't need to. Its a hardware issue I have, that has no relation to whats on my harddrive. Installing another..." you get the idea.
Author:  Vermette [ Wed Jul 16, 2008 9:55 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I hated doing work on HP boxes; the 'BIOS' is actually just a stealth partition on the HD with some utils and a little filesystem containing the drivers and install files for the OS. The first time I had to rebuild one (and pre-2003ish the internal architecture of the cases was maddening) I didn't discover this gem until AFTER I performed a DoD grade wipe of the drive. Try finding a copy of their partition image for one particular obsolete model pre HP/Compaq merger Razz

All my gripes are with the Compaq half of the business.

As for their tech-support, they do in fact read from a script and can't deviate from it even if you have already identified the problem. One of their calls centers is here in Windsor and I know some people who worked there.

I myself have also done some phone HelpDesk work and if you think YOU'RE frustrated, try talking for 45 minutes with a 85yr old that doesn't know why he can't read his email, and doesn't have a phone near the computer so insists on walking 20 feet back and forth for every little step you tell him (His grandson moved the IE icon to the other side of the screen, and he couldn't find it... also wasn't sure what an 'icon' was). Or the person who SWEARS the computer just 'ate their work' 3 minutes ago and everything when the files they wanted are on the CD in their car that they forgot to bring into the house. We have to ask those annoying, 'I already told you this!!' questions because users LIE and we can't trust you Smile
Author:  btiffin [ Wed Jul 16, 2008 11:55 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I've few complaints about my HP a1640n machines. Got them home, turned off Vista's recovery (to get half the HD back), partitioned Vista down to 20G, installed Debian
and never looked back.

@Vermette; Last I read, Tech Support has surpassed Dentistry as the best career to choose if you want to retire early (read suicide). Pretty much zero positive human feedback while at work. Nothing but stress.

Cheers
Author:  Aziz [ Wed Jul 16, 2008 12:04 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
My girlfriend's LCD backlight was dieing, so we sent it in, and aften 2 weeks they sent it back with the harddrive replaced and the backlight still screwing up. The second time they finally replaced the LCD ribbon and motherboard. This was futureshop sending to HP (neither are very helpful).
Author:  Zeroth [ Wed Jul 16, 2008 1:08 pm ]
Post subject:  Re: Don't buy HP(HP Horror stories to follow)
@btiffin: Thats why I try to be unfailingly polite to tech support people. I always ask, "Hows your day going?" and I always say thank you, your help is much appreciated. I used to work in tech retail(The Source by CC), so I know exactly what Vermette means. I was their tech goto guy, because they were more interested in hiring slimy salespeople than tech people. The stories I could tell of managers or salespeople ripping off customers... except I can't. See, our HR department is just full of lawyers there to keep employees from tattling. Oops, maybe I said too much. In short, don't shop at The Source, unless you have a friend you trust working there. Otherwise, you are going to get ripped off. (Note, there are a few exceptional salespeople, but the way the pay structure works, you can't make money unless you convince people to buy useless "setup" charges, or unneccesary addons. We would charge those setup fees for computers($50), and make $20 directly to our pay for doing so.)
Author:  Dan [ Wed Jul 16, 2008 1:55 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I have had mostly good experiences with HP computers. My media center is made by HP and ran fine out of the box, however i have looked in side it and it would be pain to upgrade any components due to the way they have things set up. Admity i have never tryed to put linux on a HP however they do seem to be very cost effective in terms of how much computer power you get for your dollar.

My gf got a HP tablet laptop a year ago and it worked fine other then the web cam that was bulit in to it witch oddly was not vista combabtle even tho they only sold that version of the laptop with vista.

The HP updater is a pain and my gf complains about it alot, however on my media center i just disabled it and let windows update do it's job.
Author:  wtd [ Wed Jul 16, 2008 7:59 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I sell HP and Compaq laptops alongside Apple, Sony, Toshiba, Panasonic, and rebranded MSI laptops.

The build quality of the HP/Compaq machines is just shy of atrocious (on par with Toshiba) and the software setup is a bit worse than Sony (the next biggest crapware offendor).
Author:  silent1mezzo [ Thu Jul 17, 2008 10:04 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
In the beginning I had a number of problems with my HP laptop (defective DVD drive, defective wireless card, etc..) but I've been running my machine for the past three years and its going well.

I use the laptop 28+ hours a week and haven't had a single problem in the past few years.

I recently got rid of XP on it and installed hardy with very few problems. HP support is fairly good too IMO
Author:  Insectoid [ Thu Jul 17, 2008 4:12 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I have an old P2 IBM desktop from 8 or so years ago, and I must say, this thing is invincible! (I'm running off my P4 right now, the p2 can't connect to the net any more) It still runs fine and plays many lame learning games my little brothers/older sister like to play sometimes. Even old 3d games, like Mechwarrior 2, can still run on it. We've only had to have it serviced 2-3 times, all 5-6 years ago. Never had a problem since.

My P4 MDg, however, is a different tale. Lots of minor hardware issues (Mainly because I some high-end stuff onto it that it wasn't built to handle) and their fancy power button has some internal breakage that causes the actual button inside to jam and shut the computer off/prevent it from turning on. My advice: Don't buy from MDG. If you do, get a new case for it, and give the inside a good look-over before running it. Loose screws and cards will cause big problems!
Author:  Aziz [ Fri Jul 18, 2008 9:26 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
Well, MDG is the cheap brand. You get what you pay for. What parents don't realise is that theres IS a difference in computer quality other than the speed #s
Author:  DemonWasp [ Fri Jul 18, 2008 9:47 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I'm in luck: my Dad is a computer programmer, with a Bachelor and a Masters in the field, so he understands a hell of a lot.

Of course, he also spent 5 years not understanding when I told him that a router, a switch, and a hub aren't he same thing. Sad
Author:  Aziz [ Fri Jul 18, 2008 12:53 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
The phone line went out at our house a couple of days ago. I reset the modem and all went well, but the phones didnt work. My parents didn't believe me that the internet worked. I showed them on my laptop and they said "well maybe your connected to someone elses" and wouldnt take my explanation that no, I was connected to ours. They said "do it on the one downstairs". So I ssh'd into my server box downstairs and pinged, even went to google with links browser for them. "No do it downstairs I want to see it downstairs!" It was late and I just wanted to sleep to off downstairs I went. I logged into my server and do the same thing. "No don't do it on that computer your probably connected to something else". Fine. Boot up the slow ass home computer and BOOM INTERNETS. "Well the Bell guy said the phones were down and the internet wouldnt work".

When I was in grade 8 maybe they thought they had reason to blame me for everything wrong with the computer (me being the computer whiz meant i broke everything i guess. one would think i would know how to work a computer properly but i guess not). But now that I'm pretty much in the profession and doing this work at a major engineering company I think it's a little ridiculous they don't trust me when I say "the internet works!".

(Aparantly the lines were messed up down the road, but one wire was still connected and that's why we got internet. apparantly)
Author:  andrew. [ Sun Jul 20, 2008 9:23 am ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I am currently using a Compaq laptop. It hasn't had too much trouble, but for the price, the hardware is utter crap. I really can't wait to ditch this thing and Windows completely when I get my new Mac.
Author:  Clayton [ Sun Jul 20, 2008 3:14 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
Aziz wrote:
me being the computer whiz meant i broke everything i guess. one would think i would know how to work a computer properly but i guess not).


Indeed. Anything and everything that goes wrong with my family's computers is my fault. ISOs are the devil.
Author:  bugzpodder [ Sun Aug 31, 2008 11:31 am ]
Post subject:  Re: Don't buy HP(HP Horror stories to follow)
i bought my hp dv9000 for about 6 months now and its the best machine i've ever had, for the best deal.
Author:  Pockets [ Tue Oct 21, 2008 4:41 pm ]
Post subject:  RE:Don\'t buy HP(HP Horror stories to follow)
I once tried to fdisk an HP computer...only to find out that they have some sort of proprietary partitioning. I tried to repartition the drives, and the HD would only detect the 100MB recovery partition...

The solution I ended up discovering involved assembler. I won't even -try- to fix an HP now.

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