Check out this latest chat with an HP representative.  He tries to mask a hardware problem (faulty switch) by locking out the On Screen Display.  He insists this is the fix as well as claims I am incompetent.  LOL  Finally, "Ryan"'s supervisor "Shane" gets on the chat and replaces the monitor.  This is totally unacceptable and the average person would have settled for the band-aid instead of a full fix.  Sad how bad customer service has gotten.

 

Customer : The on-screen display on this monitor keeps popping up randomly - seems like the button is defective.

[An agent will be with you shortly.]

[You are now chatting with Ryan .]

Ryan : Welcome to HP Total Care for Desktop PCs. My name is Ryan.

Ryan : Hello Customer. How are you doing?

Customer : Good thanks

Customer : I am contacting on behalf of my client.

Customer : Their monitor keeps popping the on-screen display

Ryan : You are most welcome.

Ryan : Customer, may I know the monitor model number?

Customer : HP 2009m

Serial # CNC9100XXS

Product # FV583AA

Manufactured 3/2009

 

Ryan : Customer, may I have the monitor owner's email address and name?

Customer :

Customer : Actually, let me give you his wife's info -

Customer :

Ryan : Customer, we'll try some basic steps in this regard and see what happens.

Ryan : To lock the OSD, press and hold the Menu button while the monitor is off, and then press the Power button to turn the monitor on.

 

Customer : I am not in front of it right now. Do you have a list of steps I can send to her?

Ryan : To unlock the OSD, repeat the locking procedure.

 

Ryan : Yes Customer, infact above given are the only and ultimate steps for such issue.

Ryan : This sometimes may not work on a single try.

Customer : So this is the permanent fix? To lock it?

Ryan : So you may need to try it 2 to 3 times only if it doesn't help in the first time.

Ryan : Yes, that's correct.

Ryan : Is there anything else I can help you with today?

Customer : What is the cause of the problem?

Ryan : Customer, infact OSD (On Screen Display) is a feature given on most of the new monitors i.e. LCD monitors.

Ryan : And sometimes it gets activated by its own.

Ryan : That's what has happened here.

Customer : seems to me like a faulty switch

Ryan : So there is nothing to worry.

Customer : i've owned LCDs of all brands for 10 years and have not experienced one that pops the menu randomly

Ryan : This is a normal procedure and the steps are quite simple to sort it out.

Ryan : Alright.

Customer : my worry is that this is a hardware problem with the switch and HP should replace the monitor because of this defect.

Ryan : Customer, as I informed OSD is a feature and no way it's a hardware defect or failure.

Ryan : And infact the troubleshooting for it is very simple.

Customer : having the OSD as a feature is not the issue

Ryan : I thought you'd be knowing about this simple thing as you are a technician for a long time.

Customer : having it pop up randomly without pressing any buttons is the issue

Ryan : However now you can remember the steps and can provide her the same.

Customer : popping up randomly is NOT NORMAL

Customer : it SHOULD NOT do that

Ryan : Please rest assured. It's no way an issue and once you try the steps and see the changes.

Customer : so the button is defective and to mask the issue HP's decision is to lock it out?

Customer : I used to think HP was quality. Guess I need to stop reccommending HP products because this is not acceptable.

Ryan : Customer, do you have the monitor besides you to try these suggested steps.

Customer : again, that is not the issue, Ryan

Customer : the issue is HP is not fixing the problem, just masking it.

Ryan : Unfortunately never ever you've come across such an issue and that's the reason such a simple step is unknown to you.

Ryan : Do you want me to escalate the case to my supervisor?

Ryan : I believe you don't have any knowledge on computers at all.

Ryan : And that's the reason you are totally ignorant of computers.

Ryan : And of such a simple issue.

Customer : yes

Customer : escalate

Customer : do he speak clear english unlike you?

Ryan : Thank you.

Ryan : Yes, he writes better English than you.

Customer : i have been doing this for 15 years and have sourced all brands of computers.

Ryan : Please allow me 4-5 minutes while I escalate the case.

Customer : i have never encountered a hardware problem like this where the manufacturer wanted to mask the issue instead of fixing it.

Ryan : Still you don't have adequate knowledge on computers.

Customer : Can I have your supervisor's phone contact information as well as your employee identification information? i've got my local HP rep on the phone and they are asking these questions.

Ryan : Thank you for being online.

My supervisor will join you in 5 minutes.

Customer : please send me this information as the local HP rep is requesting it.

Ryan : My supervisor will join you in 5 minutes.

 

Ryan : And you can clarify your issues with him.

Customer : You are embarrassing the company you are representing.

Customer : I have a local representative on the phone and they are requesting your identification

Shane : Hi Customer, I am Steve supervisor of the floor.

Customer : Hi Shane

Customer : Please review the chat session.

Customer : #1 - I can't believe HP's response to this problem is to mask it

Customer : #2 - I can't believe the way your "tech" is speaking to me

Customer : I have a local representative now working on this case.

Shane : Please stay online I will check with chat session.

Customer : They are requesting your contact information so they can further investigate.

Shane : Iam sorry for inconvenience

Shane : Customer, I have checked with issue. It shows that problem is with menu button of the monitor.

Customer : Correct. So shouldn't this be replaced/repaired under warranty and not just masked by locking it out?

Customer : My problem is that if this goes out of warranty and the other buttons start failing, what is the client to do?

Customer : This is a problem with the button and it should be repaired/replaced instead of masked.

Shane : Customer, If understand you are techinican representing onbefalf of your client, is that right?

Customer : correct.

Shane : Customer, If you are intersted we can create service order which is free of cost because your pc is under warranty.

Customer : Don't you agree that this is the best thing to do in the interest of the client?

Customer : Please create the order and let me know the next steps.

Shane : Yes, Please gohead we are ready to do that.

Shane : For that please provide me shipping address and email address including the phone number of the customer.

Customer : hang on while i get that info for you...

Shane : Take your time I will be with you.

Customer : What is the process? Will a new monitor be sent and then the old one be returned?

Shane : I will let you know this, Please stay online.

Shane : Thank you for staying online.

Shane : For this service oredr we have called collateral policy:

Shane : We would be happy to process the request for a replacement part. However, the monitor drive is a collateral part. This implies that the replacement of monitor drive entails returning the faulty one. If the faulty monitor drive is returned within 15 calendar days of shipment, the replacement would be free of cost under warranty conditions. If however, the faulty monitor drive is not returned within the stipulated time, applicable charges would be levied. We would therefore need your credit card details. We do not seek credit card information through email as a policy. Please DO NOT provide any credit card information via email. Such sensitive information is sought only through phone. Please provide us with the convenient date (2 dates) and time so that we can contact you for the credit card information. Additionally, provide us with the shipping details to which we can send the part to.

 

=== HP warranty conditions for collateral parts ===

 

* All returned spare parts must be in "as new condition", and returned in the original packaging.

 

* In cases where HP did not receive the defective part within 30 calendar days of shipment of the exchange part from you then you will be charged for the exchange part. Return instructions and pre-paid shipping label are included. No charges are assessed if the unit is returned within the required time.

 

=== Additional information needed ===

 

Please provide the following information about when we can contact you:

 

* Dates and Days (2 days):

* Time to call:

* Telephone Number to call:

 

Shipping Information:

 

* Name:

* Organization:

* Mailing Address (No P.O. Boxes):

* Apartment/Building/Mailstop:

* City:

* State:

* Zip/Postal Code:

* Phone Number (including area code):

Shane : Please check with above policy and let me know is okay with you for that or not.

Customer : that looks fine.

Customer : please call  at the number listed to obtain credit card information.

Customer : anytime during the day is fine

Customer : the sooner the better

Shane : Thank you I will do it.

Shane : You will recieve call regarding this in 24 hours.

Customer : thank you

Shane : Is there anything else I can help you with?

Customer : i still need yours and Ryan's contact and/or employee identification information - my local HP representative is requesting that information.

Shane : Customer, sorry for that we cannot share our personal and offical data with customers.

Customer : The representative says there is an identification number you can give me to relay to him.

Customer : He wants to investigate this issue.

Customer : Ryan's conduct was unacceptable and he wants to pursue the issue.

Shane : Okay the chat refernece id is 1062581

Customer : Thank you. He will be in contact regarding Ryan's unacceptable customer service.

Shane : Please also provide me your client's email address.

Customer : its in the chat session above

Shane : Thank you for the information.