Bad Tech Support Experience

I had the unfortunate experience of dealing with a Tech Support person name Pam today. First it was very hard to understand her. Secondly she kept having me reset my router over and over. Some system was telling her it needed to be rebooted. Even with everything unplugged the router would not reset. Some how she felt that repeating the same process over and over would change something. Finally she assured me the problem was with the box outside. This didn't make sense to me because the router was unplugged from the VDSL and Cable. But she reassured me the problem was not the router. Oh yeah she wanted me to plug the telephone (VDSL) cable into the WAN port. I had to explain to her they where different sizes. She told me some other department would call me back (of course they didn't) and she finally called me back stating she had to send out a technician. That meant me having to waste more of my time and I was able to convince her to just send me a new router. She was positive it would arrive on Monday even though Monday is a holiday and she wasn't sure if UPS would deliver it on Monday. She said it will be here so I will wait and see. she also said the billing office is closed on the weekends but they will be open on Monday (a holiday). I asked her again and she promised they will be open. I will trying calling them. At the end she just hung up without saying anything.
I couldn't even get a ticket / tracking number from her. In the past I was gotten a number from Verizon. So I just have someone saying don't worrry the router will be there and please call the billing office on Monday for a refund for the time you didn't have service.

This may be a little late, but have you tried resetting the router? There should be a little hole somewhere on the router that you can fit a straightened paper clip in to nicely (for about 4 seconds) that will clear and reset everything.

Similar Messages

Randomly Dropping Traffic - Bad Tech Support - Should I Switch ISP?

Summary
I replaced the Verizon router with a Cisco router that support being an IPSec VPN Tunnel end-point. I switched from the coax to the Ethernet port on the ONT as the router doesn't have a coax port. Next I configured the IPSec Tunnel on the router, and I was a happy camper because I now have access to the company LAN.
[Fast forward a week.]
Phone calls started sounding choppy so I investigated. It now seems like there is a ~15% packet loss for VPN traffic. How did that happen? I spent 2 full days triaging the issue ... I'll spare the details ... and I narrowed down the packet drops to somewhere between the local Verizon ONT and the remote site modem.
As a test, I temporarily switch my Internet connection to my handy iPhone 4 hotspot (thanks AT&T )
To my surprise ... no packet loss. So that narrows it down to the ONT and the Verizon network. So I contacted tech support and wasted almost an hour with someone who was absolutely no help. To top it off, he tried to sell me on some Expert Care package -- apparently he himself is neither an expert nor does he care -- for me to get my service issues resolved.
Now the question for me is, should I continue struggling with this subpar support service, or should I switch to another more helpful ISP?
Solved!
Go to Solution.

Physical Connections:
PC----[Router A]--(Ethernet Port)[ONT]===={{{{Verizon Cloud}}}}==={{{{Time Warner Cloud}}}}====[Modem]----[Router B]
The central VPN point is Router B.
Router A is a remote VPN client. Alternatively, if VPN is disabled on the router, the PC behind Router A can also connect with a software VPN client.
No.
The configuration is fine.
The IPSec tunnel gets established.
The VPN has worked fine for two weeks.
Starting yesterday, random IPSec encapsulated packets from Router A to Router B are getting dropped.
~30% packet loss.
This happens with either the PC or Router A as VPN client.
(Please note that Router A is not the Verizon supplied Router.)
Also, pings from Router A to Router B outside the VPN tunnel have 100% success rate.
I narrowed down the packet drop to somewhere from the ONT to maybe the Verizon clould (packet filtering or inspection?).
Can you reload the ONT?
Thanks.
Will do.
Done.
There only is a 3rd party router.
There is no Verizon supplied router.
PC----[Cisco UC520 Router]====[ONT]

Thank you Lenovo | Open Letter to Lenovo Users & Tech Support

A few weeks ago I saw the Lenovo K430 on NewEgg while shopping for a new Desktop. I was amazed by the K430’s features and great looks. However, after doing some research I became very baffled about the Power Turbo Switch and the many horror stories about upgrading the graphics card.
I called Lenovo Technical Support to talk about possibilities and get advice about the graphics card, a woman answered the phone and informed me she had no idea or information about graphics card; but she recommended I speak to Sales. I was transferred to sales and they too informed me that they knew nothing about the computer or graphics card.
I decided to call B&H Photo, the name sounds deceiving but they really are the best with support. The Technical Support told me if I really wanted a great computer I should think about building my own.
So today, I embarked on the journey to build my own computer and I want to say thank you to Lenovo. If it wasn’t for Lenovo's extremely bad Tech Support and Sales I would not have built my own computer.
Lenovo you are so terrible and clueless, you have inspired me, you have driven me by showing me your lack of knowledge and sense of awareness, the idea that a company has a sales and tech department that knows absolutely nothing about their own product. Thank you Lenovo, you are simply the worse PC maker on the Planet!
Thanks to you; today I have the most powerful computer I could ever imagined. The only Tech Support Leno provides is the word Support on their website.
Here is a little taste of my complete Specification; please enjoy:
Motherboard:
ASUS Sabertooth X79 LGA 2011 Intel X79 SATA 6Gb/s USB 3.0 ATX Intel Motherboard
Processor/Chipset:
Intel Core i7-3820 Sandy Bridge-E 3.6GHz (3.8GHz Turbo Boost) LGA 2011 130W Quad-Core Desktop Processor BX80619i73820
Video Card/Graphics:
EVGA 03G-P4-3668-KR GeForce GTX 660 Ti FTW+ 3GB 192-bit GDDR5 PCI Express 3.0 x16 HDCP Ready SLI Support Video Card
Power supply/PSU:
CORSAIR HX Series HX750 750W ATX12V 2.3 / EPS12V 2.91 SLI Ready Crossfire Ready 80 PLUS GOLD Certified Modular Active PFC Power Supply
Processor Fan:
COOLER MASTER Hyper 212 EVO RR-212E-20PK-R2 Continuous Direct Contact 120mm Sleeve CPU Cooler Compatible with latest Intel 2011/1366/1155 and AMD FM1/FM2/AM3+
RAM:
Four CORSAIR Vengeance 16GB (2 x 8GB) 240-Pin DDR3 SDRAM DDR3 1600 Desktop Memory Model CMZ16GX3M2A1600C9. 64BG
My new computer is called Endeavor; with the tagline, Inspired by Lenovo.
Thanks again! Goodnight & Good luck!
Your friend AMP.

Ahhhhhhh, one of the lucky ones that escaped the powerful grip of Lenovo :-) you are sooooo lucky.

I have been a customer with Verizon, since 1996. Recently, my husband has been added onto my account. We have both been experience drop calls. My husband contact Tech support for over 2 weeks. We were pretty upset to be paying a lot of money for a service

I have been a customer with Verizon, since 1996. Recently, my husband has been added onto my account. We have both been experience drop calls. My husband contact Tech support for over 2 weeks. We were pretty upset to be paying a lot of money for a service that didn't work. Verizon advised us that would upgrade both of our phones (to see if that solved the problem). Ok...this is where Verizon has forgotten customer service rules. He order 2 phone...one for himself, one for me. 1st the wrong address on the package..Fedex couldn't deliver...2nd...missing condo number Fedex couldn't deliver again...(2nd call to Verizon)...3rd package was finally deliver with 1 phone...missing my phone. Contacted verizon rep...reorder my phone again..but sorry we cannot give the same price as quoted on 21April...even though...its our mistake...Ok...Ok..what a surprise..but we can do this...after 65 minutes...found a price that was a little bit more...fine...just order the phone....I reordered phone on 28April...on the April 29...no email..so I can Verizon for the 4times in a few days..sorry your order was delay due to our Fraud dept. OK...talked to fraud dept...ok..account is good..will release phone and ship. OK...Next day, no email with deliver confimation. Contact Verizon 5 times now...sorry..your order was cancelled...YES...cancelled again...2nd time now...but we can reorder...OK...sorry but we cannot honor that price that was quoted..really...agent messed up...again...but we can do this for you....I don't understand...your mistake...ALL the times...
Strange ...how my order gets cancelled twice by Verizon's mistake....yet you cannot honor prices that your agents quoted!!!
I didn't reorder the phone....I cannot in good faith same with a company that does not stand behind their own mistakes...and worse...they make the poor customer pay for it...
I will not be renewing my contact...its time to Cricket Wirless...which my sister-in-law loves for half the cost....

I hope that you aren't complaining about dropped calls INSIDE your condo because no amount of switching or upgrading devices will solve that.
VZW will not guarantee service inside of any structure. There are just too many factors. If the problem is inside then you might want to look at one of the following:
1.) Network Extender (may cause issues for others in a condo or apartment style setting)
2.) A Google Voice Number (Free with a Gmail email address), downloading Google Hangouts Dialer and forwarding your calls to the GVN so that you can make and receive calls over Wi-Fi.

Creative's Vista support is so bad - My horrible experience

All,?Have used Creative products for years, but how they are handling Vista is bordering on criminal. I do not understand how they basically tell good customers to take a hike with such terribly bad Vista support. Here is my story:?Using my SB Li've card in XP. Works GREAT!? Fantastic card, no problems. Not that old of a card either. Seems Creative will not be making Vista drivers for it. WHY??So go and buy a Audigy SE card. Plug in, can not get to work. Find there is no Vista driver.
Go out and buy a X-Fi Extreme Audio card, as I saw there was a Vista driver for it. Get home, find out that is not true, only for 32bit, not 64bit.
Wait, find this section. Find the Audigy SE has a beta Vista driver, whoops only 32bit again.
Vista (released version) has been out for several months (I have had my Microsoft Developers Network Release Canidate running now for well over a month). And beta's have been out forever.
There is NO excuse for a company as big as Creative not to have drivers working and ready for all current cards, and fairly recent cards (like SB Li've) by at least the public release date. None at all.
Funny thing, plugged in the built in sound module on my DFI nF4 SLI-DR motherboard (I kept it unplugged while I used the SB Li've card). Booted Vista, and drivers loaded without my doing a thing!? Works fine...
- John ConnorMessage Edited by asterix22 on 02-03-200702:02 PM
Message Edited by asterix22 on 02-03-200702:03 PM

I'm on the side of Creative Labs here, and I'll say what they're probably thinking as they desperately work to get things up to speed for us. For starters, I assumed that if you chose to be one of the first to purchase Windows Vista (like myself), you were prepared to undergo a rocky compatibility period with some of your hardware, and were willing to wait it out. After numerous new versions of Windows....well hell, I figured?we all have come to expect this kind of thing at first launch. I guess I was wrong.
Secondly, I assumed that if you chose to be one of the first to purchase Windows Vista, but you were NOT prepared to undergo a rocky compatibility period with some of your hardware, than you would have perused this website's news, forums, drivers page, etc. for a little while?after the Vista release date to verify that everything?is?going to work?the way you "need" it to before you even put that Vista installation DVD in your dri've. And third....you consumers aren't working in the Creative Labs office. You've never attended their meetings. You've never been in on exactly how much work goes into keeping communication going with Microsoft, and you?dam sure don't know exactly what has to go into making these sound cards work with the types of Directsound changes that Microsoft has made. Don't sit there remotely from your apartment and tell a Creative Labs employee what they've been doing with THEIR time since they got the final info from Microsoft they needed to get to work on the new drivers. You say "fix it!" They say "we're working on it." What the hell else do you want?Fourth....don't forget that there are plenty of Creative Labs employees who have home computers with creative labs hardware in them, and those employees want their stuff working just as much as you. So here's your solution if this compatibility issue is really slowing down your life. Uninstall Vista. Put your XP back on. Enjoy your fully functional sound just the way you had it and meanwhile, keep checking back here periodically for updates on their progress. CL and CL mods.... I trust you. You've been around for years and you've offered up excellent hardware and software for as many OS's as I can remember. I'm not an expert in your field, so I'm not going to sit here, like some, and conjure up some self-gratifying scenario in my head of you guys doing piss poor work when I don't know jack about what it takes to get up to speed, especially if Microsoft has had you switching gears up until November. Your track record speaks for itself. You've always provided the best in sound. Guys, give CL a break. They've earned their stripes. In the meantime, go back to XP or thank them for the beta drivers and the EAX workaround. They did it for YOU. P.S. But Creative...just one thing. For now on, could you try to make your list of drivers and software updates for each card a little less confusing on the drivers pages? The XP driver/softwares sections are a mess! <img height="6[/img] width="6" src="http://forums.creative.com/i/smilies/6x6_smiley-wink.gif">

Worst tech support and customer service i have ever experienced in my life

almost two hours of my time was wasted on tech support. rude, inconsiderate people from the philipines. i have filopino friends. they are nothing like these people.
after wasting my time through endless transfers, being hung up on multiple times, transferred to the worng number more than ten times i got india somehow, and the women told me my is faulty. the numbers lock key doesn't work and i can't punch any buttons on the right side where the numeric keypad is.
dell and your other competitors must love this because the abusrdity of this experience is resulting in my returning this pc. i bought it two days ago.
wow ...
sad, sad, state of affairs. worst call centre i have ever had the displeasure of dealing with. especially some guy named 'ricky'. what an abnoxious human being.
i have apple products but prefer pc, but with service like this ... man ...
anyway, terrible way to lose a customer.
have i mentioned i often advise on what computers to buy? hear that sucking sound? bad customer service results in bad business.
good luck. selling my stock.

Hi unhappywithHP2,
I have sent you a private message. If you are not sure how to check your private Messages this post has instructions that will guide you through the process.
http://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-to-check-your-messages/t...
Regards,
George
I work for HP

Very disappointed after 7 calls to Tech support!

I bought My Lenovo G560 on April 2011 and have since then had to call tech support 7 times, out of which in four of those occasions the tech support rep asked me to use the One Key recovery to solve the problem. When they checked my warranty, they had in file that it had expired. Luckily, I had my receipt. When I called back again, they asked me to do the recovery one more time. Seriously? You have in your system that a laptop had to be recovered four times and you still ask your client to hit the one key recovery again? Isn't that supposed to be your last resort?? I am so disappointed at this company!
I bought the Lenovo, because I thought that it had to be good with IBM behind it, but my experience with this laptop has been awful. The last time it stopped working, I was in the middle of a job, so I had to run to the store to buy another computer so that I could finish it. Now, I would just like to have this computer fixed or replaced. Can someone, please, do something about it?

Back in December I was told Lenovo would contact me to resolve this issue in a couple of days. I am still waiting for that contact. My computer is still not working properly.
I have invested more than 20 hours with CSR's by now and plenty more on my own, plus the many headaches that come from having your computer stop working in the middle of a task. This is a shame. I would certainly not recommend this product to anyone; not because the computer is bad (a lemon can come out of any company), but because Lenovo has done nothing about the issue and every rep just asks me to hit the recovery button. I am thinking that the problem lies in that the company does not give the power to the reps to really help the customers. Reps are just asked to be pleasant, but not given the power to really do what is right for customers (and ultimately the brand).
For the last time, will Lenovo be doing anything regarding this issue? It's been going on now for several months and still not one person has done anything about it. This computer is a lemon. We removed all programs and, as per the recommendation of several tech support reps, have hit the recovery button three times (thus erasing all programs and having to invest time in backups and reinstalls, etc). This computer is not even a year old. Still, all techs are very pleasant and nice as can be, but no one has taken responsibility for the issue and done what is necessary to fix the laptop

To anyone in product management and tech support monitoring this forum

Since it would appear this is the "official" conduit to tech support now at SAS I am posting this here.
You've lost me as an Xcelsius 2008 user and it only took 24 hours to do so.
As I've posted to a few places on this board, the upgrade process had errors for me, and 2008 suddenly became unable to load per my post to this forum OVER 36 HOURS ago which has received 0 responses from anyone within tech support or SAS. New software I debated over spending my $ on. Decided to, and within a few hours I could not use it. And NO way to get anyone to assist in troubleshooting.
I'm not a newbie to development, with over 20 years developing hardware and software solutions for very demanding telephone operator customers around the world. I understand bugs, the need for patches, etc. although I do seriously question how stable this release really is. I mean if upgrades to existing 4.5 pro loads have issues dealing with Microsoft libraries, I do have to question how thoroughly tested this release really is.
What has completely destroyed my faith in Business Objects / SAS is the lack of any type of technical support per your new policies which just went into effect. I paid for the upgrade, downloaded the code, installed it (albeit with issues), lost the ability to run the code almost immediately, and went into a dark hole with no way out!
The telesales rep (who I'll let remain nameless less he get into trouble for helping) has been very professional and helpful. I wish I could say the same for others - but there are no others - just this forum to try and get help on. (and thanks to those that did respond - no offense intended, but where are the "official" SAS reps on this board and how can issues like mine where I am completely dead on a new install be highlighted and escalated for resolution?)
This is a business app, run by business users trying to do their jobs. I cannot fathom how SAS can and will be successful with Xcelcius if there is not some ability to receive priority (and yes, FREE) support - especially for install issues on code just purchased! Talk about creating severe buyer's remorse! I understand customer / techical service is expensive. I've built global call centers over my career for this purpose, and it's a fine line to walk between being able to provide a level of support expected by most customers, and also trying to not support the users for free who are perfectly content to spend hours each day on the phone with your highly professional reps basically having their work done for them.
But to not be able to get a response on a brand new install that has gone terribly wrong - and receive that response in a timely manner is just flat out wrong. It's a $1k software package - not freeware!
So for now, I'll drop back to 4.5 (although I must admit part of me is wondering how much of our dashboard work can now be done without your software. Bad taste in my mouth at this point) and chalk up the hours lost this week to a really bad experience with your company.
Comment if you will, but please take this comment to heart. I had the guts to write it. Wonder how many others are just not saying anything at all?

Fully Agree!
Waiste of time and money. I am sooooo, pissed off. Zero technical support, lack of confidence in this product. I used the 4,5 version- much better and reliable vs. this Engage2008 piece of software.....
I would NOT recommend buying it on all the other forums I am active on.
TOMORROW is the deadline for SP1 - I hope they don't have the guts of asking money for it.
Silviu

World's WORST Tech Support ? (actual reply from tech support insi

Hi,
recently I sent a question via email to tech support and I got a reply. I have got bad replies from creative tech support before and also from other so called 'tech support' but this one just crossed all limits!
It is insane. Either the guy is absolute moron or thinks that everybody that he deals with is a moron and will accept whatever he will say.
Does creative have any kind Quality check in their system as to how their support techs are performing ?
Do they even have any clue what they are telling their customers ?
Do they even have any clue what kind of damage they are doing to the brand ?
I also take it as my insult! Who the heck they think they are talking to ?
Someone please read my question and tell me if it was too difficult to understand ? And Please read their response and tell me if my feeble brain is not able to make the connection between the question and the reply!!
Attached below is the REAL and ACTUAL email copied and pasted word for word, including the ticket number!
I think creative just lost another customer for life!
================================================== =======================================
Dear ____,
Thank you for replying back to Creative technical support.
I understand that you're inquiring about the quality output of the
sound
card.
Please be advised that the format output is up to 24-bit/96kHz. It
depends on the settings
You may also check your manual regarding this. You can get your manual
online, please follow instructions below:
- go to
http://us.creative.com/support/downloads/welcome.asp?type=manuals
- Select Your Product : Sound Blaster > X-Fi > Sound Blaster X-Fi
Fatalty
- click Go!
-click on USB Sound Blaster Audigy 2 NX Users Guide English to
download
files
Do get back to us with the results once you are done trying the above
concerns so that we would know how to assist you further.
In the interim, I'd like to introduce the ZEN Aurvana In-Ear Earphones
Acoustically and ergonomically designed in-ear earphones that deli'ver
superb audio quality, noise isolation, and comfort. Click on the link
for more information:
http://us.creative.com/products/product.asp?category=23&subcategory=27&product=470 2
Thank you for your continuous support in Creative product.
Best Regards,
**name removed**
Technical Support
Creative Labs Americas
Moderator's note: Please remove the name of the advisor when making such posts.
High fidelity is simplified with Creative BasXPort Speakers for your PC
and LCD TV -- Hear booming bass without the hassle and wires of a space
hogging subwoofer.
http://us.creative.com/redirect.asp?id=2293
Accessorize your Sound Blaster with a remote control, console or dri've
bay upgrade kit, home theater cable, premium headphones and speakers,
and play hands-free with a versatile headset, and more!
http://us.creative.com/redirect.asp?id=34
Protect your Sound Blaster X-Fi by extending your warranty coverage to
a
full 2 years with a Creative Care Protection Plan.
http://us.creative.com/redirect.asp?id=885
Original Message Follows:
==================================
Subject: CLI - Technical Support Request - (Audigy 2 NX)
Name:
E-mail Address:
Self Description: Advanced PC User
Region: Americas
Country: United States of America
Support Inquiry: ID(2) I need help with a Creative software
application
Product: Audigy 2 NX
CCPP Certificate Number:
Serial Number:
Purchase Date: //2008
Operating System: Windows XP
Creative Model Number: SB0300
Computer Brand/Model:
Processor/CPU:
Memory:
BIOS Type/Revision:
System Board/Chipset:
Detailed Problem Description:
When recording an analog signal at 96Khz from the Line input of the
Audigy 2 NX, does it really sample the signal at 96Khz or does it
sample
at a different rate and then re-sample internally (DSP) to 96Khz ? If
it
samples at a different rate, then what is that rate ? Please let me
know
soon. Thanks! -.
================================================== =====================================
Message Edited by whatcreative on 04-23-2008 06:07 PMMessage Edited by KokChoy-CL on <span class='local-date'> 04-24-2008<span class='local-time'> 09:2 AM

Hi,
I am sorry about your experience with support and have forwarded this to the respecti've department. The Audigy 2 NX will sample the signal at 96Khz when recording an analog signal at 96Khz from the Line input.
Hope this answers your query.

Help needed..no help from tech support... V04/Line...

hi..
i'm looking for some help as i'm getting absolutely none from so called technical support..
long story short, my home hub's broadband light started to flash orange last wednesday night so i called the helpline and was told there was a fault on my line... it all actually started when i tried to watch an on demand programme and got a "V04" error... now bearing in mind i've had BT Vision for about 6 months and the only time I had V04 was when i first started and "quality of service" wasn't on my line...
anyway...
the fault got fixed but i couldn't watch on demand still....V04 was still coming up... i was told by tech support that i had to wait for my broadband to get up to full speed again as the fault had essentially reset it and wouldn't take more than 48 hours...here i am 72 hours later and i still cannot access on demand and my broadband speed is still less than 1mb and now they're trying to fob me off saying thats my max speed despite me being a Vision customer for 6 months with no issue!!
can anyone offer any advice on what to do next?? i feel i've taken it as far as i can with BT Tech Support

The speedtester is at http://speedtester.bt.com/
Just follow the instructions, enter your phone number and click the GO button. It will take a few minutes. When it's done there will be some text telling you the speed at which your router is sync'd to the exchange and it will also tell you the IP profile value.
A speed test during my problem period included this text;
   Download speed achieved during the test was - 902 Kbps
   For your connection the acceptable range of speeds is 200 - 1000 Kbps
   Additional Information
   Your DSL Connection Rate: 6775 Kbps(DOWN-STREAM), 1107 Kbps(UP-STREAM)
   IP Profile for your line is - 1000 Kbps
So my understanding is that I was connected to the exchange at 6775 Kbps but my download speed was limited to 1000 Kbps by the IP profile. I left the hub switched on for three days and after being continuously connected at 6775 with no disconnections the IP profile value increased to 5000 Kbps and Vision VOD started working again.
If you see a DSL connection rate of only (say) 1100 Kbps then that's not good In this situation I'd personally try rebooting the hub to see if it re-syncs at a higher speed but some people may say this is a bad thing to do (another disconnect event). However if you see a high connection rate but a low IP profile then the profile is capping you. In this case delve deeper into the hub information (Advanced -> Status -> ADSL Line -> Details) and see how long the connection has been establshed, i.e. does it keep disconnecting. If it's stable then the IP value should increase after the three days. If the hub has already been sync'd at a high speed for three days then the IP profile may be stuck, or there may be other things going on such as line noise. The broadband people should be able to connect to your hub to perform tests on such things, but my experience was that they wanted to wait the three days first to see if it would sort itself out.
Hope this helps.

No Support by Customer Support or Tech Support

From February 3, 2009 until on hour ago February 27,
2009 I have been tossed around back and forth between Adobe
Customer Support and Tech Support.
Each time I talked to a "Technician" was a new experience!! I
was asked to state my customer ID, Case Number, Serial Number,
e-mail address to each new person I talked to!!
Adobe sent me a defective installation disc for CS3. That
determination was made after 2 weeks of going through the same
drills time and time again.
Adobe sent me a CS4 disc to replace the defective
disc--WITHOUT A SERIAL NUMBER. I just received the serial number
one hour ago!!
It appears Adobe does not have a connected data base for
customer service. The nightmare was the passing the buck between
Customer Support and Tech Support. At first I laughed. Then the
charade became disrespectful of me.
Only after presenting my "Ugly American" front did the crap
cease. This last three calls was simply give me a working SERIAL
NUMBER or my money!! And then it took "48 hours" for that to be
approved. Of course I had to call today--despite the personal
assurance of a "Supervisor" he would get me an answer within "48
Hours".
I found no integrity in the Adobe support system.
Contribute CS4 is functioning now, finally. Yet I was more
than willing to have my money back!!

COOL happend to me also! Nobody home at Adobe....
Chronology:
I called your store with a question about getting an EDU copy
of Contribute C4 with which to teach my homeschoolers about web
dev. The guy at the store said fine and sent me a link to
buy…
I click the link, and conveniently buy the product
THEN, I get en email saying I have to provide more info BUT
my CARD WON’T BE CHARGED…
My credit card is charged anyway…
I respond to the email, which only gives me a web form, but
yet again I explain my homeschoolers needs…
No response
I call customer service and say “no problem, if I do
not qualify for EDU pricing, get me my money back…
Customer support says, no, your order is approved, just go to
your account at Adobe.com and download.
My Adobe account says, “Order is pending”…
I lose my cool (listen to the call) and tell the guy at
customer support to get me 1. A license 2. My money back or 3. A
supervisor
Customer support transfers me to a “supervisor”,
just a mailbox that says “goodbye”… Thanks for
that customer service guy, lovely.
Finally, I try and send an email, but it bounces or sends me
back to this web form, cool, everybody at adobe is a robot?
I am pretty sure that your EDU site is misleading, and I know
my email trail from you is deceptive as the site takes money (or at
least holds funds) without clear disclosure. Lets get this
resolved, word travels fast on the net, particularly in the
educational sector and this smells bad to me…

Tech support stumped, imposition software question: Dynagram Dynastrip

We recently upgraded from Acrobat 8 Standard to Acrobat 9 Pro (Windows XP).
We make PDFs out of Quark Xpress and InDesign.
Since the upgrade our printer is saying our PDFs do not show up on their imposition software - Dynagram Dynastrip v4.
They say they just hang up and never pop into place. The PDFs look fine on our end, and color separate as they should.
Interestingly a girl here has Acrobat 9 Pro at home on her Mac, and a test file from her worked just fine.
So there has to be some setting that's different between Mac & PC. And something that changed from 8 Standard to 9 Pro.
I called Adobe Tech support and they said they don't have any experience with this imposition software and suggested I call Dynastrip.
Dynastrip says the current version is 5.3.1 and our printer should upgrade their software. I am not in a position to force that upon them.
And, as I said, a test file from 9 Pro / Mac worked.
I tried taking all security off and gving "everyone" full control, but that didn't do it.
I appreciate any help you can give me.
Attached is a "bad" file

well it looks like I have a working solution ... I downloaded a freeware file called process.exe . I made a cmd file via notepad with the following contents:
rem this is to keep the HP network printer communicating with the desktops
rem
process -k "hpnetworkcommunicator.exe"
rem
process -k "scantopcactivationapp.exe"
rem
"C:\Program Files\HP\HP Officejet Pro 8600\Bin\HPNetworkcommunicator.exe"
rem
Start "" "C:\Program Files\HP\HP Officejet Pro 8600\Bin\ScanToPCActivationApp.exe" -deviceID CNXXXX:NW -scfn "HP Officejet Pro 8600 (Network)"
the XXXX is your printer serial number with an extra character or two. Pull that number from the port tab after you pull up "properties" for the 8600 printer.
This cmd file basically restarts the printer link. It opens a command window that launches the program to re-establish the link.. then it closes the command window. The launched program shows that the communication link is dead (just for a few seconds), but then it makes the connection... THEN you hit the close button and coninue your work until it dies again.
I may have it autorun every X hours if I can narrow down a good time. Until then I have a shortcut on the desktop to "FIX HP LINK" ... I only had to do this for my XP machines, as the vista one seemed OK.
What ticks me off is that I shouldn't have to do all of this diagnosis. It would be nice if there is a fix in the pipeline so the link stays stable al the time. I've spent hours trying to figure this crap out.
Anyhow, I hope the time I spent helps someone. PS, thanks to the OJ6500 thread that had the info for the scantopcactivationapp.exe program.
PS ... I'm still waiting for an engineer to contact me, if any HP employees are reading this.
PSS I haven't tried this without killing and restarting the hpnetworkcommunicator stuff, but it works for now.

HP Probook 4510S says "Plugged in Not Charging," little help from tech support

Hi there,
I have a two year old HP Probook 4510S that has had a ton of problems. The most recent of which was an error message every time I turned on the computer saying "Batter is critically low" and it stopped charging and said that power was 0% (it continued to work though if it was plugged in and would die immediately if the plug was removed). I replaced the battery ($108), which took about a month to receive because HP apparently sent the store the battery that goes with the new model of Probook and said it would fit in the old model (it didn't and had to be sent back). When I finally got the new battery it worked for about a day and then I noticed that the message said "Plugged in, not charging" and when the charger isn't plugged in the battery seems to deplete rapidly. Now it's at 36% and not charging.
I spoke to someone today at tech support and she said because it's out of warranty they couldn't help me, but that I should "try a friend's charger" to diagnose the problem myself, as though everyone has the same charger. When I said I didn't have access to another laptop to try another charger she just repeated that I need to try it on a different charger to see if it's a problem with the battery or the charger. But that if it's the battery and I provide them with proof of purchase they could replace that. The battery is brand new and doing the same thing as the last battery, so I doubt this is the problem. I said that I had seen messages all over the internet discussing this problem and that no one seemed to have the answer and she said "Those are on the internet, we haven't substantiated those claims." I'm shocked that HP doesn't seem to care that they get a bad reputation for offering so little help if a product is out of warranty. Because of this experience I doubt I would purchase another product from them, and I would warn others against it too. I've had more computer problems with HP than any other brand of laptop I've had or any of my friends/family have had. In the meantime, has anyone else had this problem? From the forums I've read it seems that occasionally people find solutions, but none seem to be working for me. Any insight would be much appreciated.

I did a BIOS update on my ProBook 4530s and it took care of the problem

MSI Tech Support is Outstanding

I was having issues with my 890FXA-GD65 not booting at all with the 1866 memory setting.
I knew there was a small chance that I could get it to work with a BIOS update, so I emailed tech support.
A couple weeks later they emailed me back with a new BIOS to try. It still didn't work.
They sent me another to try, and again, and again, for about 3-4 months.
Finally they sent me BIOS revision 8 (beta), and voilla, it works.
They could have blown me off because my Bulldozer CPU isn't officially supported by AMD on this white socket 890FX motherboard.
They could have made other excuses like blaming it on the RAM not being on the QVL, or that 1866 is an overclock, ect.
Instead, they worked on resolving the issue and did not quit until the job was done.

Thanks for your report, damric!
And yes, your experience shows, that it makes sense to stay in there and keep talking to MSI Technical Support, trusting, that (even though tons of users are contacting them with all kinds of issues), they will usually take the time to eventually test and reproduce a given issue. Patience is called for, of course, but usually this patience is not a bad investment.

HP8500 is unreliable! Tech Support is even worse!

UNRELIABLE! I've spent months trouble shooting error messages and trying to resolve printer problems. This model is just a bad design AND the replacement printer was even worse. I'm trying to get a SECOND replacement printer and Tech Support is just a waste of time with nothing but false promises!
Cut your losses--return the printer if you can. Don't buy any more ink or waste your valuable time trouble shooting problems. Even when the printer works, it doesn't work well or as advertised. These problems never go away they just waste your time and make you crazy.
The most horrible experience I've had with any hardware and any printer! WASTE OF TIME and MONEY! I'm constantly replacing cartridges, cleaning the print head, checking for updates for the driver, updating the firmware, and searching the HP web site for resolutions. And Tech Support is just a total waste of time!
Whenever I click on PRINT, I pray the job starts and finishes. And if it does start, then I sit by the printer babysitting the paper feed and hoping my paper doesn't get stuck, mangled or smudged.
Examples:
"Paper tray is empty" - there's paper in the tray so you have to constantly stop and reload the tray (15 times for a 15 page print job) OR you manually feed paper and the printer mangles your expensive paper.
"Missing or damaged ink cartridge" - all new ink cartridges are installed. The HP website doesn't even list this error. "Missing or damaged print head", so you clean the print head and the problem is still not resolved.
"Cartridge is empty" -- but you just installed a new cartridge (and spent $100 on new cartridges)
Automatic duplex printing doesn't print the back page correctly--the page doesn't print as previewed. The margins are off.
Scanning documents to the computer just stops working (wireless laptop or hard-wired desktop). Error message says to review the documentation. You end up scanning to a USB flash drive and then uploading your images to the hard drive.
And a lot of other bogus error messages....
And in between the error messages, the printer is re-aligning and checking status and telling you to wait while it creaks and chugs and sounds like it's going to fall apart, while you wait and pray it will print your job.
Don't try to print for a deadline, the printer will surely fail. It's faster to route or take your print job to Kinkos!

8500 Officejet Pro AiO Wireless. Still under warranty, in the last week and a half I have spent over 9 hours with 7 different people in tech support. I contacted them initially because when you scanned a document to file it was huge, its output size was gigantic, and the resize output option tab was always gray and never available. Every single person I talked to continuously thanked me for my patience and had me do the same exact thing - diagnostics, remove everything HP from my computer, reinstall everything.
Problem was, from the very first uninstall and reinstall, they created a different problem. All of my scan to destinations disappeared. You would go to scan, scan to and in the destinations file NOTHING. So we uninstalled and reinstalled 7 times, with everyone I spoke with extremely difficult to understand, and having to repeat myself constantly. It was very clear they all sat in a class somewhere and were taught the same basic crap information with no real knowledge of how anything works. And constantly thanking me for my patience and repeating the same bs out of each and every mouth.
I gave one of the tech's, and I use that term loosely, remote access to my computer. He spent 2 1/2 hours uninstalling and reinstalling with complete access to my computer. Same result. He gave me a ticket # and said I would get a call back from the "next level of support". No call-back. I call them. Give them the ticket number. They tell me that request has been closed. I said I have not been given a solution. He said the tech I spoke with for 2 1/2 hours and gave full access to my system noted that I had called with a question, and that was all he said in his notes. He didn't say he had full access to my system, or that he and uninstalled and reinstalled everything HP, or that he had promised me a person with further knowledge would call me with the solution. Now I am wondering if this person is going to commit identity theft against me because he had access to my system, and nowhere in the HP mess does it state that he accessed my system. Total lack of accountability on HP's part and obviously not monitored by anyone. They put me at great personal risk by allowing this very dangerous practice.
Today's latest person told me he was going to send me a new printer and that a supervisor would call me back to confirm this. That was 10 hours ago. Still can't scan, still have the problem HP created on my machine, still have no solution.
Myy initial problem is well documented on the internet by hundreds of other users of this same machine, and none of the sites nor HP has a solution, nor does HP seem in any danger of caring to find a solution. Stay tuned

Bad Tech Support Experience

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