A Consumerist reader called HP to ask whether they could help him with a broken computer. They couldn’t, of course, but that didn’t stop the CSR from trying to ever-so-politely upsell a brand new HP computer at a low, low price. Thanks for calling HP Total Care for Desktops! What can we do to put you in a new computer today?
Kingston S: Welcome to HP Total Care for Desktops. My name is Kingston. How may I assist you today?
Consumerist Reader: hello my compaq has expanded leaking capacitors
Kingston S: Hi [redacted], how are you doing today?
Consumerist Reader: my compaq has expanded leaking capacitors
Kingston S: I understand your concern. Let us go through the issue and check how best we can resolve it.
Kingston S: In order to understand the issue better, please let me ask you few questions.
Kingston S: May I confirm your email id as: [redacted, but misspelled]?Consumerist Reader: it’s [redacted]
Kingston S: Alright. Please let me know if the operating system in your computer is Windows XP.
Consumerist Reader: it’s xp
Kingston S: May I know when this issue started?
Consumerist Reader: it’s been intermittent for a while it’s gotten progressively worse with the compter hanging or not starting
Kingston S: May I confirm the model number of your computer facing the issue as: Compaq Presario 6010US Desktop PC?
Consumerist Reader: that’s correct
Kingston S: [redacted], I am sorry about that but I will not be able to assist you in this regard as it is out of my support boundary. Shall I share my views with you instead?
Consumerist Reader: what?
Kingston S: [redacted], you can contact the Authorized Service Providers and they may be able to do something for this.
Kingston S: This is because this was one of the best computer model when it was released.Consumerist Reader: is there a phone number?
Kingston S: Now, that it has become old, and the options for taking it for a bench repair is not left at all.
Kingston S: The phone support is a paid support.
Kingston S: [redacted], don’t you think it is high time to upgrade your PC?
Kingston S: Why I suggested that because HP is selling new computers at attractive discount prices which has got all the Advanced features and latest technology support.
Kingston S: It is also shipped with the latest Windows Vista operating system.
Kingston S: There is an instant rebate going on with HP. You will get computers from HP even with the latest Windows Vista operating system preinstalled starting from $ 350. Isn’t that an awesome offer?Consumerist Reader: I think I’ll buy a Mac
Consumerist Reader: Compaq/HP obviously doesn’t support what they sell.
Consumerist Reader: I’ve heard there are nothing but problems with VistaKingston S: If you are getting an operating system with same features and if it more user friendly, you should go for it. I am sorry. This product has become obsolete. So, Authorized Service Providers may be able to assist you.
Consumerist Reader: So you/hp can’t help me?
Kingston S: I am sorry. I can only assist you with a PC upgrade now. If you are interested, we can arrange a call back only for upgrading to the up to date PC which we support completely.
Consumerist Reader: This is the last hp product I will ever buy.
(Photo: Getty)
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Every time read or hear anything about HP I am amazed they are still around.
I love this.
The entire conversation hurts my brain.
Just go to NewEgg and build the computer yourself.
I’d be willing to put money on one of two possibilities.. 1. the ‘support’ person is actually a salesperson who has enough access to find out whether or not a particular system is within warranty, or 2. it’s a ‘real’ support person who is mandated by company policy to try and upsell people, and who farking hates that fact.
Oh, and..
Kingston S: This is because this was one of the best computer model when it was released.
Not if it was manufactured with defective components. Douchebag.
you’re talking to a bot. Either it passed the turing test, or you failed it.
So this guy has a machine that’s 6 years old, and 3 to 5 years out of warrantee, and he’s upset because HP won’t help him other than to direct him to a place that will support him for money…
This is like being pissed off at Microsoft because NT4 won’t run Exchange 2007…
Freakin upgrade already… Sheesh… Can you say “entitlement”?
-Aox
But his PC is obsolete! It’s cheaper to buy a new one unless he has some kind of super extended warranty. And I doubt he does. Also buying a Mac won’t help him either. Every product has its lifetime. The warranty expires and several years later all support is discontinued. What do people expect? 10 years of support?
Employee was probably just doing his job. They probably get pushed to up-sell and no surprise there.
His best bet is ebay and try to get a replacement motherboard or if he’s capable maybe replacing the caps in question. Other than this there is really no other viable option with PCs getting cheaper and cheaper every day it just does not make sense to pay for repairs and maybe that’s why every small PC repair shop that I know of has closed.
@Aox: How can he not upgrade with all of these AWESOME OFFERS!!!
I can imagine the Don on the other end of the line…. “I’ll build you a laptop you can’t refuse.”
Hey, I’ve heard nearly verbatim game from HP by telephone, and for a failed machine that was less than a year old. Sad state they’ve fallen to.
“Innovate” takes on a whole new meaning.
@2719: Agreed 100%. The PC is 6 years old and well out of warranty. I’m not quite sure what the OP was expecting on this one, seems like he was just wanting to be upset about something.
It sucks that this person didn’t get their service needs met, but HP has recently replaced my 50″ plasma even though it was out of warranty. After writting Mark Hurd an email explaining my frustration, I shortly received a phone call from their case managers. Get this, he offered to replace, deliver and install the TV, free of charge. And for that great costumare care, I am forever greatful. HP has shown that they are a company that stands behind their products.
@Aox: Oh, his computer is 6 years old? Who the hell complains about a broken 6 yo computer? That’s fine for a bottom-level consumer-level computer. Actually, I’m impressed that a Compaq lasted so long.
So, I guess both HP and the writer get the HURRRRRRRRRRRR award.
It’s a 6 year old computer. Why would you expect a company to support a computer that’s that old?
If they did, it would have to cost a fortune. It would cost a fortune because it would cost them a fortune to keep obsolete parts for every potential issue that someone calls in for 6 years later.
The call rep left out that part of the conversation.
Most people would find what the rep did helpful. Basically — “it’ll cost too much if you could find someone to fix that one, however new computers, with a lot more capabilities, are currently startinf at $350.”
Most people would prefer that honest answer up front versus spending a lot of time looking for someone to fix the computer and then to get hit with the high repair costs.
The same thing happened to my dad when he called for support for an HP multi-function device. They managed to up-sell him to a newer model.
Actually, re-reading the entire piece again, it comes off a tad slimy, but the phone support person is actually doing Kingston a favor.
I redact my HURRRRRRRRRRRRRRR award to HP (but only in this specific case, they’re still a lifetime achievement winner of it) and put the HURRRRRRRRRRRRRRRRRRR award specifically in the name of Kingston. Your complaint sucks. Please never write Consumerist again.
@ImCrying: ***I meant “Consumerist Reader,” not Kingston.
Also, I can’t wait for this guy’s next email to Consumerist.
Reader: “I bought this Chevy Cavalier 15 years ago. Its transmission is broken.”
Chevy: “Well, you could take it to a service center and have it replaced, but we also have some great financing options on used cars at a local retailer.”
Reader: “I’m buying a Toyota. It’s clear that Chevrolet does not support its products.”
Gosh darn, ever hear of Moore’s Law?
The 6 year old computer would use an early generation Pent 4 CPU.
Oh yea, let’s use a CPU that is power sucking, heat generating, 2 or 4x slower than today’s slowest chip. Makes lot of sense. Not.
Yes, the CSA has been listening to corporate dogma and trying to aggressively “soft-sell” an upgraded product. Tsk, Tsk. But at the same time I must wonder if it was a regular tech support CSA as those outsourced geeks seldom do more than “give me credit card” statement prior to transferring ya to paid tech support whenever they encounter an out of warranty appliance.
While this conversation is utterly retarded, it really is time for the guy to go buy a new computer…
Are all of you (except Sean77) unable or unwilling to understand that “Kingston S is a Bot. Remember I am just sharing my view with you.
I think my favorite line is:
Kingston S: [redacted], don’t you think it is HIGH (emphasis mine) time to upgrade your PC?
or
isn’t that an AWESOME (emphasis mine) offer?
I had to call HP support recently. Well, online chat. My Compaq desktop (same vintage as the OP) had an XP recovery CD that I had sat on by accident and cracked. I called for a replacement CD.
I was informed they no longer made those, perhaps I could find one on ebay.
That was it. Period.
I was SOOO glad they sent me an email a few days later to tell them how satisfied I was with their support!
They got a lot of “1″s — where 1 is the lowest score possible.
@geoffhazel:
Gotta give them some 5′s to make those 1′s standout.
One of the metrics will measure your average score and the determine the largest deviants from the average as the areas that the company is doing the best (or worse).
Wanna fark somebody over? Give them all 5′s… except for a single 1. The employee or department earning the 1 will be looking for a new job.
I know, ya really hate on HP. Give them a better score for meaningless stuff …. 5 for a prompt response. 4 for courtesy. Those 1′s will be much more dramatic when there is something to compare the 1 against.
BTW, one call center supervisor told me the company just rejects perfect failures because the reviewer may have confused the ranking system. In addition they can and will reject a score that is across the board all 3′s as it demonstrates little thought by the reviewer.
So give them a good score, and then give them finger. It is much more meaningful.
This article doesn’t say whether the “consumerist reader” still have a valid warranty with HP. If you call HP for support and are out of warranty they will try to sell you a new PC, then try to sell you paid repair/support services, and than explain that the product is out of warranty.
@NightSteel: The unit is 6 years old. If it was Manufactured with defective components, they would have caused issues before 6 years passed, dontya think?
[h10025.www1.hp.com]
That is a link to the specs of said PC
Here are a couple highlights
AMD Athlonâ„¢ XP Processor Model 1600 (1.4 GHz)
256MB 266MHz DDR DRAM – 2 Total DIMM Slots Upgradeable
40.0 GB UltraDMA Hard Drive
16X DVD-ROM Drive
Integrated NVIDIA® GeForce2™ Graphics with 32MB shared system memory
Comprehensive product protection plan : 1-year parts, 1-year labor, 1-year end-user replaceable parts (EURP)
January 2002
What are the specs on the PC? If it’s worth fixing, you can order a new motherboard. Unfortunately, capacitors bubbling = new motherboard, not much else you can do unless it’s on a plugged in component.
@Quatre707: He did not have a valid warranty, nor could he have, the unit was past end of life, and unrepairable by HP.
Dang, somebody beat me to it… yeah, just upgrade, although you could make a fine test box/server out of it if you’re into that, that machine is pretty obsolete.
has the consumerist jumped the shark
Or Nuked the Fridge
I still don’t like the reasoning the CSR used. Simply state that the computer is long obsolete and out-of-warranty. Other repair options may be costly. If Kingston wished to share his viewpoints, I don’t think selling Vista was the most compelling argument he could use.
Nor does it surprise me that the English spoken in the chatroom seems laboured and a bit off. A system that’s much faster, with newer features, for less than the probable repairs make for an excellent point. Instead, he drones on about an OS. =/
One more reason to hire native speakers – they pick up on context much better!
@Corporate-Shill:
-> Gotta give them some 5′s to make those 1′s standout.
Oh, I did. Responsiveness of support, ease of understanding the rep (overseas), timeliness of support all got 4′s. Overall satisfaction was a 1. They had a fill in box for general comments which I used to good effect (I hope).
@COELACANTH:
-> Instead, he drones on about an OS
If HP was smart and sold lower end boxes with XP Home, they could probably turn some of these out of warranty 6 yr old boxes into actual sales.
I’m sorry, but that is ridiculous. Of course they no longer support ye old ancient computer.
This is like someone complaining that their analog cell phone no longer working because wireless carriers shut down their ancient analog networks.
@geoffhazel: Until June 10th HP did
And still does if a customer busy a business machine (which honestly, anyone should)
If the capacitors are going bad in SIX YEARS, they’re defective, and HP needs to replace it. Solid-state hardware should last for decades, not years.
The ONE time I’ve had to replace caps was in a 20-year-old arcade monitor. In such a high-voltage environment, I expect caps to go bad YEARS AND YEARS down the road, but I’d never expect such a problem in consumer electronics.
I wouldn’t call such a system “obsolete” either. I just set my mom with up with a 10-year-old PC of mine. It gets her online just fine and runs the same software as any recent PC. “Limited use” perhaps, but obsolete? Hardly.
@geoffhazel:
There ya go. Effective use of those surveys. A scattering of 1′s is always best.
@Clold: HP doesnt need to replace it. HP (and dell and acer and sager and tohiba) warrants it will replace it if within the first year of ownership the defect in workmanship is brought to light.
I always thought HP’s were nice and have owned several over the years (plus recommending them to friends.) However, I bought a HP pavilion d4790y desktop about a year and 4 months ago and recently the motherboard, cpu, or both failed. Of course I didn’t buy the extended warranty and it really hurts that this happened just 4 months out of warranty. Thats life I guess, I didn’t expect them to help me… but a friendly support person with a little sympathy would have been nice. Instead HP immediately cuts me off after hearing what the problem is and they tell me that I’m looking at $700 to $1000 to fix it including shipping both ways. Needless to say, I decided to buy a new machine instead. Only this time I got an Alienware Area51 and 2 years of warranty. Alienware has exceptional support and people who speak perfect english which is very refreshing. While its not necessarily HP’s fault it failed, I def wouldnt buy or recommend them to anyone else from now on. (Not counting my friends recent experience of a defective laptop being sent for repair over and over without getting the issue fixed!) Man, sometimes I hate computers as much as I love them!
LOL the irony is the CSR is right, if you want to upgrade and use Vista you need an outrageous amount of RAM.
Don’t be sheep! Get the latest and greatest. They are right, a new computer would fix that. Gotta love HP lol.
Linux FTW
What we should focus on is not the crappy CSR but the crappy computer’s capacitors which were most likely not leaking as fault of the customer. Shitty builds from a shitty company.
Sounds like he was a WONDERFUL CSR, and we should promote him to a diplomacy job in Iraq “I’m sorry we’ve blown up your country today, would you like to buy a new one from us?” It might solve our National Debt problem…. send salesmen to the middle east.
You know as a person from customer service I looked at this and said wow that shouldn’t have happened. Then I decided to research a little. The desktop the customer had was not made within the last ten years. Standard OS that came on this was Windows 98. I’m sorry DUDE, but no matter where ya went it would have been the same answer. My grandma would have looked at you and said “Are you stupid?” Please do all us that know how to use computers a favor and don’t own one, okay?
@2719: My Mac is at the end of its product lifecycle (probably another 18 months left before the next OS upgrade won’t support it), yet it’s over 5 years old. Oh yeah, and I expect I’ll get another 4 – 5 years out of it. So, why should it be unexpected to get support on a system that old? Apple will repair my Mac if I ask them too. The latch is broken. I decided the cost of the repair wasn’t worth it since it’s not a fatal flaw. Big deal.
@TorrentFreak: I agree that Linux is way better than Vista. But, I do have a spot in my heart for Windows ME. Yes, it sucked, but it had a certain nostalgic appeal. Anyways, the computer I am writing this on is a Compaq, and I’ve never had any problems, except for the fact that some of my hardware isn’t supported by Ubuntu (for Pete’s sake, you’d think the computer’s /FAN/, of all things, would work). But, that’s not their fault. If it weren’t for the fact that I’m gonna build my next computer, I would buy from HP again.
What the hell is an expanded leaking capacitor? They should send a paper towel for that.
And I support the decision to purchase a Mac.
Give me a break! How old is your system 5-6 years old? Buy a new computer and stop moaning!
@baristabrawl:
It’s one of a few things on the motherboard that looks a bit like a AA battery sticking out sideways, and something that caused me nearly a year of cursing and head scratching before I diagnosed it as the problem on my old computer. Faulty capacitors can bulge out at the end and this crusty brown stuff leaks out, much like when you go poopoo.
My question to the OP:
When you see the words “I am sorry about that but I will not be able to assist you in this regard as it is out of my support boundary,” why didn’t you either ask for a supervisor or close the chat?
Unfortunately your computer is old. It broke. Life sucks. Buy a new one and quit angling for some special service to which you’re not entitled. Best of luck getting Apple to fix your iMac when it’s five years out of warranty.
I have to say that it was at least refreshing to see that he was polite and didn’t seem to be promising anything that they couldn’t provide, like fixing your monitor over the internet.
This whole conversation looks like a setup to me. There’s no way that computer was still under warranty or anyone could expect it to still be still supported. I bought a similar compaq 6330 about 7 or 8 years ago which was relegated to secondary status in 2004 and has been completely collecting dust for slightly over a year now.
I’m not saying you shouldn’t expect an old computer to work sometimes, just that it’s completely unreasonable to expect tech support on any product that old. I’m sure they don’t sell warranties for more than 5 years.