What do you think about this conversation and HP?s opinion about notebooks, processors and overheating?
What do you think of my request?
Any suggestions?
Thank you.
Irven: Hello Alex.
Irven: Welcome to HP Total Care for Pavilion Notebooks. My name is Irven. How may I assist you today?
Casteleiro: Hello Irven
Irven: How may I assist you Alex?
Casteleiro: a few hours ago I chatted with Susana regarding an overheating problem with my laptop
Irven: Okay, Is the issue still presis?
Casteleiro: She suggested to flash de bios
Casteleiro: as soon as I flashed the bios with the updated version, the fan sounded stronger than ever,
Casteleiro: then the notebook
Casteleiro: turned off
Irven: Oh! That’s unfortunate.
Casteleiro: I restarted the notebook
Irven: Please let me help you in this regard.
Casteleiro: and now it?s getting warm again
Casteleiro: specially on the hard drive area
Irven: Please let me search foe the solution foe for you.
Casteleiro: please do
Irven: I believe the notebook was getting warm when you were playing the Games on it. Is it correct Alex
Irven: ?
Casteleiro: the games??
Irven: Video games.
Casteleiro: no, why do you think that?
Irven: Please let me expalin you.
Casteleiro: go ahead
Irven: When we play the video games on the notebook it gets over heated due to in fast processing.
Casteleiro: fast processing? or bad design?
Irven: I asked you that question just to assist you in the correct manner/
Casteleiro: are you telling me that the cooling system of this notebook is not enough for using it at full processing power?
Irven: Its not related with the perticar model, it happens with all the notebooks
Irven: perticular*
Casteleiro: the Svideo output its so hot that it burns if you touch it with your skin
Irven: Alex If I arrange for the mail in repair service, will that be okay with you?
Casteleiro: what is that?
Irven: Free repair of your notebook if its under warranty.
Casteleiro: on site?
Irven: You need to ship your Laptop to HP repair center, there we will repair it for free.
Irven: Will that be okay with you?
Casteleiro: do I get a replacement while they fix it?
Casteleiro: I need it for work
Casteleiro: and I have confidential data in my hard drive
Irven: I am sorry to say Alex, there is no such option like that.
Irven: I suggest you to take the back up of the data.
Casteleiro: how long will it take?
Irven: You may lose the entire data while repairing.
Irven: It may take5-7 business days.
Irven: Could you please provide me the serial and the product number of your notebook?
Casteleiro: CNFxxxxxxH
RR338EA#ABE
Irven: As it is DV9000 it should be in the warranty I believe.
Casteleiro: I bought it on november or december
Irven: Thank you for the information Alex.
Irven: I will check it out.
Irven: Yes, you are absolutely correct Alex-23 Nov, 2006
Irven: So do yu want me to explain the procedure of mail in repair?
Casteleiro: I need a replacement while you fix the laptop
Irven: Alex as I said you we don’t have that option.
Irven: Please manage it for 5-7 days.
Casteleiro: and I don?t have the option of not having a laptop for a whole week
Irven: Alex I am really helpless.We cannot do so.
Casteleiro: Can you please adress the issue to customer care and to your manager?
Irven: I have already spoke to my manager as soon as you said for the replacement. The answer was the same. If at all you need the phone support number I can provide you that.
Casteleiro: I?ve been buying quite a few HP products lately. I never expected that something like this would happen. HP has a design error, and I have to pay it by closing my work for a week?
Casteleiro: I don?t think it?s right
Casteleiro: or fair
Casteleiro: can you please email to me this whole conversation?
Irven: I can reallty understand your concern Alex. Its too tough to be with out a laaptop for a week. But we promise you to repair it as soon as possile.
Irven: Sure.
Casteleiro: Is this model defective?
Irven: No, Alex there is no problem with this model, infact My Daughter has this model, She never complained.
Irven: It usually happens but not to worry I will arrange for the repair if you are agree.
Casteleiro: I need a replacement while you fix it, or a new notebook, I can?t afford not to have it
Irven: Alex please try to uderstand its not in my hand. Wedot provide such facility.
Irven: we don’t*
Casteleiro: no, I don?t understand why would you let a customer without his working tool for a week
Casteleiro: can you please email me this chat?
Irven: I am fully agree with you Alex.Its your working tool. Sure I will send you this chat session via e-mail.
Casteleiro: thank you
Irven: I suggest you to send your send your notebook for repair as soon as possible , so that you may have in the working condition.
Irven: it in the*.
Casteleiro: I still didn?t get your email
Irven: I am sending it with in 2 minutes Please be connected with me.
Casteleiro: what is the number of this incident?
Irven: I didn’t get you. Doyou want the number of the chat session?
Irven: I hope you have got the e-mail. Please let me know if you have got it.
Casteleiro: i would like to have this chat sent to my email, and I also would like to know the # of this incident
Casteleiro: I just got your email
Casteleiro: thank you
Irven: Please note down this SessionID: 10011011180885147350
Irven: My pleasure Alex.
Irven: What else can I help you with today?
Casteleiro: Would you mind if I publish this conversation?
Irven: Alex I have provided you the information which is supposed to be provided. Its not at all in my hand to provide you a replacement laptop till you get the one from.
Irven: repair*.
Casteleiro: I just want the rest of potential customers that HP technical support states that HP laptops are not supposed to be run at full processor speeds, because they overheat. And if you need them to get repaired then you will be without your tool work at least for a week
Casteleiro: I wish somebody would have told me this before I purchased HP
Irven: It not happens with the HP computers, it happens with almost all the computers
Irven: That’s the nature of the computer Alex. Please don’t take it in the negative manner.
Casteleiro: Thank you for all your help. If you or HP change your opinion, please email me
Irven: Sorry for the incovience Alex.
Irven: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Irven: Good bye and have a nice time Alex.
Casteleiro: You too, have a great day
Irven: Thank you Alex