Customer Support Nightmare

I have been a loyal verizon customer for 14 years with 4 phones on the plan and am currently experiencing a customer service nightmare, am seriously considering switching over to another carrier who is willing to pay my ETF, is there a customer service rep here that can assist me? .... am willing to give verizon one last chance to make things right

No just another customer that tries to help.
Verizon customer service people have the Verizon Avitar next to their names.
However they don't answer very quickly, and when they do it will be to follow them in the forum and they follow you in order to direct message. This will be a waste of time.
But thanks for not giving the whole rant my eyes appreciate it

Similar Messages

  • License Transfer and Customer Support Nightmare - Please help.

    I have purchased a copy of Creative Suite and am trying to get the license transferred.
    I have been promised 3 times now via live chat that it will go through yet obstacles keep popping up.
    Initially the case was closed so I was unable to upload my recipient end of the transaction. Then I was told it was re-opened but that that the current license holder had to upload both forms.
    I have kept all of the chat transcripts so this is what was said:
    "******you have to contact ****** and mail your form to him and he will attach  the form containing your details . And then we will be able to authenticate that and then transfer the details."
    He has done so and has now been sent the following email (all names and case numbers removed)
    Adobe Case Update
      Your Adobe ID*******
    Your Case Number:******
    Case Description:Transfer of license
    Hello ******
    Thank you for contacting Adobe.
    We understand that you wish to transfer an Adobe license to a different user. We　have received the Transfer of License form that you have submitted. We appreciate for taking your time to attach the required document. However, we regret to inform you that, we are unable to process further with the transfer of license, since there is no case created and Transfer of license form submitted by the recepient under his account. Please be informed that in order to transfer an Adobe license the Transferor and Recepient needs to be submit the TOL form from their own Adobe account. The Transferor cannot submit both the document.
    Please refer the below given link for more information on Transfer of License.
    URL: http://helpx.adobe.com/x-productkb/policy-pricing/transfer-product-license.html
    For more information on Adobe products or services, visit us at www.adobe.com. For Adobe Support contact information, visit www.adobe.com/support/contact
    Please let us know if you have any questions or concerns. Your identification number is *******
    This email is in response to support case #********* submitted by********
    To respond to this update or review your case history, log in to the Adobe Support Portal online and look for your case number in the "recent activity" section. Should you need to send us additional information, you can do so by opening the case and submitting your update.
    If you have difficulties logging in, consult the Adobe ID and Membership FAQ.
    Thank you,
    Adobe Customer Care"
    It turns out that a completely new case number has been assigned when I was told it hadn't.and that, as I initially thought, I need to send them my form as the recipient but am unable to do so because the case is not listed on my Support Portal case list.
    Can somebody PLEASE tell me how to make sure that Adobe have both forms attached to the same case No. so that this issue can be resolved. It is becoming a little Kafkaesque.
    Many Thanks,
    Gregor Samsa

    After another hour I found how to chat to an actual person.
    So if anyone wants to avoid the circles  try here:
    Adobe ID, sign-in, and account help

  • Customer Support Nightmare - Cannot believe it after 10 years of service

    TO VERIZON:
    This is my fourth contact to you to make a simple plan change, at least the first person on the phone told me would be simple.  Here is a summery of what I sent via your webpage.  Please tell me who can really help me and not tell me that it was done and do nothing or promise me a return call to disappear from the face of the earth.
    I have been a customer for 10 years and believe I am finished. I have spent 7 (9 now including this morning) hours trying to resolve an issue. Your representative stated they could lower my bill but due to circumstances I had to go to the store to do it. They said they would put specific notes on my account so we didn't have to spend another two hours working it out. t went to the store and spent 4 hours there with another representative who couldn't seem to figure this out until I said "forget it, I would just go to Sprint.  (That was why I called the above representative in the first place as I had already done an application and was attempting to transfer my number) Suddenly it became possible to do what the first representative stated would be easy. Another Customer witnessed the entire event. I can give you her contact info. Then I found out yesterday that after all this, they did not even bother to make the changes to my plan. They gave me "yes yes lip service" and did nothing.  I was at the store for a total of 4.5 hours.
    Yesterday I contacted you again by phone(after realizing online that my plan had not been changed), a representative named Dylan said he, was going to call the store and call me back. He said they would definitely get this taken care of. It is now 8am the next day and no one has contacted me. There is clearly no one in your company that can follow through. I have already applied to both Sprint and T-Moblie and while I hate to do it. I am furious. I will be trying to make a decision today. I am so angry, I do not know if I want to stay even if they change my lines. This should be so simple, it is a change to my plan and I have wasted a day of my life and raised my blood pressure because every seems completely incompetent. At the very least, even if I leave, I want you to know why. I want a lot of people to know why.
    Julie
    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

    Julie, I have no idea what type of plan changes you are referring to but you can change your plan at anytime at http://www.verizonwireless.com under your account, under the device shown etc.
    In very rare cases you will get a system message saying the transaction could not be done and to call 800-922-0204 to speak to a customer service representative. Again I have never had this issue.
    If I read your missive correctly you have applied to what? There is no application to leave and port out your service to T-Mobile or Sprint or even AT&T.
    All that is needed is your full account number off your billing invoice or from the My Account screen at the web portal.
    You give that and your Verizon account password which normally is the last four digits of your social security number.
    It can take the other provider 20 minutes or 24 hours. Once done it cancels the line account at Verizon wireless.
    If you are feeling unhappy and agitated it is always best to wait an hour or longer to compose yourself and either port out or continue with other methods to get what is necessary done.
    Good Luck

  • Absolute WORST customer support - lied to and ignored

    I have never received worse customer support from a company.
    About a month ago I downloaded the trial for Adobe Media Server 5 as we had been running FCS 1.5 for a long time and decided it was time to update.
    The trial worked well for my custom application, and I was contacted by an Adobe Sales Rep during the trial period.
    I chatted with her on the phone and she assured me that the ONLY difference between AMS 5 Standard and AMS 5 Professional (besided an additional $1000 price tag) was that AMS 5 Professional had IP multicasting, which is functionality we did not need (this was misinformation #1). She assured me there would be educational pricing (as I work at a University).
    I received a link to the regular store, and when I inquired about it I was told there was no education pricing for AMS 5 (misinformation #2).
    So based on the advice of the representative, we purchased the standard edition - purchasing here takes multiple signatures and a few weeks of time. When we finally got AMS 5 standard, I installed it and.. lo and behold my application did not work - but it worked when I removed the serial # from the server. After a ridiculous amount of digging and reading the logs, I found that AMS standard does not support custom applications. I had been misinformed by the sales representative.
    I then contacted support - that took about 1.5 hours for them to get back to me, and then when I picked up the phone (using the callback service) it took another 10 minutes for someone to pick up! I had to give my information 3 separate times to 3 separate staff before I was transferred to the proper department. I spoke to someone on the AMS sales team and told them I had been misinformed by a representative about my purchase, and now I will not be able to make my deadline so I was hoping there was some way this could be fixed. They asked for the name of the representative and mentioned they would speak to them and and get back to me.
    The original sales representative got back to me and I spoke with her and she insisted that I was incorrect and that she specifically mentioned custom apps. I said that was not the case and if possible, could we review the phone call recording for accuracy? She said that would take some time. I said considering this was Adobe's mistake, would it be possible to upgrade my version? She said they do not do that anymore and that the best they could do was a refund. I explained that my deadline was looming and that I would not be able to purchase a new verison in time. She said there was nothing she could do, so I asked to speak to the manager. The manager e-mailed my asking for my phone number, and then never called me. So 2 hours later I sent the following e-mail:
    Hi [Manager],
    I am still anticipating your call today before 4:00 pm PST. I had asked that my original phone conversation recording be reviewed for accuracy. The resolution of this issue is time sensitive so please call as soon as possible.
    Cheers,
    [Me]
    and I received this in response.
    Hi [Me],
    My calendar is tied up today. I will call you first thing tomorrow morning.
    Also wanted to let you know that we do not record calls.
    Thanks,
    [Manager]
    Okay, a call centre that doesn't record calls - really? That's 3 pieces of conflicting information now. Then (admittedly) I got a bit angry:
    I keep getting different information from each person and it has wasted a significant amount of my time. On the phone I was told we could review the recording of the call, now I am told that you don't record the calls. I was told there was educational pricing, then I find there is not educational pricing. I was told that the only difference between the versions was IP multicasting which led me to purchase the standard version, then I had to find out on my own that that was not the case. I would like Adobe to take responsibility for their mistakes and misinformation. I would like an upgrade to the professional version. If you are not authorized to do that, please put me in contact with someone who can.
    And guess what? Nothing. So I sent another e-mail.
    Hi [Manager],
    Is there any reason why I have not gotten a phone call or e-mail response?
    Thanks,
    [Me]
    I got this back:
    I just called and left you a VM.
    Will try to connect with you later today.
    Thanks,
    [Manager]
    And I haven't heard from them since. The deadline was today, now I have no server, no running application, and am totally hooped. We have PO in for the pro version, but that won't be processed for probably another week. I have mailed the manager back and the sales rep letting them know I'll be following up on the issue, but I doubt I will get any repsonse from them either and I have no clue where to even direct my inquiry...
    So, thanks Adobe, for providing the wrong purchasing advice, blaming it on me, giving me the runaround and ignoring me. I guess companies no longer really care about their customers, just the bottom line.

    Well, it's now end-of-day on the 10th.
    After sending e-mails to the 2 parties above telling them I would be following up, I got a follow up late last Friday with someone who claimed to be getting a temporary serial key, only then to tell me afterwards that it was not possible.
    Monday, my support ticket was closed with no explanation. I reopened it.
    I have had someone PM me on the forums yesterday, telling me a senior agent would contact me. They haven't.
    So, the nightmare continues I suppose. I'll keep updating this until it gets resolved.

  • Envy x360 battery short and CMOS/RTC | No dedicated CMOS battery = Kafkaesque HP support nightmare

    Relevant Case Number:
    3015038426
    Caveat:
    If I'm wrong about this, I'll eat my hat with a sauce made of ultra-expensive brand-name HP ink.
    Question:
    Does anyone at HP want to take reponsibility for a series of the company's tech support representatives giving horribly wrong hardware information, wasting customer time and money?
    Summary:
    1. I have apparently experienced a short in my main battery.
    2. In the x360, the real-time clock (RTC) and BIOS settings are apparently powered by the main battery, not a separate CMOS/RTC battery.
    3. (1) and (2) explain why my symptoms include a CMOS checksum error and 0-set RTC on boot.
    4. Three separate HP representatives have been absolutely insistent that:
        (a) I have a CMOS/RTC battery that just isn't disclosed in the service manual.
        (b) My symptoms indicate the need for CMOS/RTC battery replacement.
        (c) This requires a 2-week+  send-in service, even though I live right next to an authorized support center.
        (d) A much less intrusive main battery replacement could not help me, since I have a CMOS issue.
    5. I have already had to pay $54 and change for a local shop to confirm that HP support has been, for want of better terms, full of it -- they have been BSing me by phone and live chat, and there is no dedicated CMOS battery.
    6. Because of HP's intransigence, I now face the choice of either
        (a) paying another $54+ to get myself a new main battery on the open market
             or
        (b) completely unnecessarily going without my primary work machine for weeks in order to get a new main battery for free from HP.  That's assuming that the people at the service center know that replacing the motherboard won't do anything for this machine.
    Hilarious and/or Depressing Support Record:
    1. Symptoms
    This is an HP Envy x360 15t hybrid notebook, model u011dx (G6T85UA).
    It had been suspended but suddenly appeared off. It would not power on until AC power was attached.
    It showed a CMOS checksum error (502) on boot, and its real-time clock did not hold the time between power cycles.
    It had inconsistent problems with failed or severely delayed POST completion. 
    If AC power was removed during operation, it immediately died. Information about the main battery still showed up in the OS, where it appeared fully charged but never discharged at all.
    The light next to the AC plug would often blink blue depending on the power state.
    The machine could POST normally (except for the CMOS and RTC failures) with the main battery physically detached.
    2. Call ("Amit")
    I don't have a transcript of my initial call with HP ("Amit"), but here is the gist of it.  My 502 CMOS checksum error implicates the CMOS battery.  My steps are to attempt a BIOS upgrade. Failing that, the computer would need to be sent in for service so that the CMOS battery could be replaced. Amit described it to me as the shape of a small tablet.
    3. False Hope
    When I had initially called, the case was off of the PC and both sides of the motherboard were accessible so that I could try to see if there were any visually obvious problems with the CMOS/RTC battery. Naturally, I couldn't find it, and I had hoped the call would help me. In any case, Amit would need to call back in 60-90 minutes after I had the chance to take care of other things and re-connect the machine's components so that I could boot it and do a BIOS upgrade.
    Just before he called back, the machine appeared for one or two power cycles to have overcome its problem.  It even seemed like it was drawing main battery power for a few moments during a session with AC power detached. Amit closed the case for me pending the problems recurring.
    I concluded that one of the following two things must have happened. Either:
        (a) All of the problems were related to the main battery, and the main battery connector had just gotten jarred loose so that one or two pins were not contacting properly. By disconnecting and reconnecting the main battery in my search for the RTC/CMOS battery, I had solved the issue by reseating it properly.
            or
        (b) All of the problems were related to the CMOS battery. But by having it on AC power for testing for a little while, I had charged the CMOS battery enough to enable POST and for it to mediate the transition from AC to battery power (I know this probably isn't how it should work, but hey).
    I also updated the BIOS to the newest version so that I could ensure I was following the pre-shipment troubleshooting step set out by Amit.
    Fairly quickly after the second call and the closing of the case, all of the symptoms recurred.  I carefully re-checked and re-seated the main battery to rule out (a) above.  I then decided to run the computer on AC power for several hours to test theory (b) above. When this failed, I went back to the HP site and opted for chat support.
    4. First Chat (KARISHMA BARPANDA)
    Gist:
    I clearly have a problem with my invisible CMOS battery.  Also, this CMOS battery is absent from the manual because it isn't supposed to be user-removable, not because it doesn't exist.  Note especially the exchange at 2:02.
    Transcript:
    Spoiler (Highlight to read)
    1:38 PM  Support session established with KARISHMA BARPANDA.
    1:38 PM  KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.
    1:38 PM  KARISHMA BARPANDA: Hi
    1:38 PM  KARISHMA BARPANDA: How are you doing today ?
    1:38 PM  Adam Colligan: Hello; this is related to case 3015038426
    1:38 PM  Adam Colligan: I'm good; just a little confused
    1:39 PM  Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?
    1:40 PM  Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model
    1:42 PM  KARISHMA BARPANDA: I am sorry, I can't understand you.
    1:43 PM  Adam Colligan: Okay, I'll back up.  Have you heard of something called a CMOS battery or an RTC battery?
    1:43 PM  KARISHMA BARPANDA: Yes.
    1:44 PM  Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?
    1:45 PM  KARISHMA BARPANDA: Alright !
    1:46 PM  KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair.  
    1:46 PM  KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code.  
    1:46 PM  Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem
    1:47 PM  Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.
    1:47 PM  KARISHMA BARPANDA: We need to replace the CMOS battery,  
    1:47 PM  Adam Colligan: How do you know that we need to replace the CMOS battery?
    1:48 PM  KARISHMA BARPANDA: Because tHe CMOS battery is not removable.  
    1:48 PM  Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard.  Do you mean *not removable* or just "not user removable" ?
    1:48 PM  KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook.  
    1:49 PM  Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection
    1:49 PM  Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it
    1:50 PM  KARISHMA BARPANDA: Let me explain.  
    1:51 PM  KARISHMA BARPANDA: Let me check.  
    1:52 PM  KARISHMA BARPANDA: Please, allow me few moments.  
    1:52 PM  Adam Colligan: Thank you
    1:56 PM  KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.
    1:56 PM  KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.
    1:56 PM  KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c04513489
    1:57 PM  Adam Colligan: That's okay; I understand that it may take time
    1:57 PM  KARISHMA BARPANDA: CMOS battery is not a customer replaceable part.  
    1:58 PM  Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery
    1:58 PM  Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it.   
    1:59 PM  KARISHMA BARPANDA: It is not listed there.  
    1:59 PM  Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 41
    1:59 PM  Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf
    2:00 PM  KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue.  
    2:01 PM  Adam Colligan: Sigh.
    2:02 PM  Adam Colligan: Look, here is a theory.  What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable.  To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.
    2:02 PM  Adam Colligan: ...before I go without my PC for days or weeks
    2:03 PM  KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part.  
    2:04 PM  KARISHMA BARPANDA: You cannot see it.  
    2:04 PM  Adam Colligan: So where on the motherboard is it?
    2:04 PM  Adam Colligan: It's on the motherboard but it's invisible?
    2:04 PM  Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide
    2:05 PM  KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it.  
    2:06 PM  Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is".  But it seems like you are avoiding saying that.
    2:10 PM  KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?
    2:11 PM  Adam Colligan: Yes. Why won't you answer that question?
    2:24 PM  KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.
    2:24 PM  Adam Colligan: What does that have to do with whether or not you know where it is?
    2:24 PM  Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?
    2:24 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.
    2:25 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.
    2:25 PM  KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
    2:26 PM  KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.
    2:26 PM  KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?
    2:26 PM  Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.
    2:26 PM  Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty
    2:26 PM  KARISHMA BARPANDA: No, it is not listed in the manual.
    2:27 PM  KARISHMA BARPANDA: I can understand your concern.
    2:27 PM  KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.
    2:28 PM  Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?
    2:30 PM  KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
    1:38 PM  Support session established with KARISHMA BARPANDA.1:38 PM  KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.1:38 PM  KARISHMA BARPANDA: Hi1:38 PM  KARISHMA BARPANDA: How are you doing today ?1:38 PM  Adam Colligan: Hello; this is related to case 30150384261:38 PM  Adam Colligan: I'm good; just a little confused1:39 PM  Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?1:40 PM  Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model1:42 PM  KARISHMA BARPANDA: I am sorry, I can't understand you.1:43 PM  Adam Colligan: Okay, I'll back up.  Have you heard of something called a CMOS battery or an RTC battery?1:43 PM  KARISHMA BARPANDA: Yes.1:44 PM  Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?1:45 PM  KARISHMA BARPANDA: Alright !1:46 PM  KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair.  1:46 PM  KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code.  1:46 PM  Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem1:47 PM  Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.1:47 PM  KARISHMA BARPANDA: We need to replace the CMOS battery,  1:47 PM  Adam Colligan: How do you know that we need to replace the CMOS battery?1:48 PM  KARISHMA BARPANDA: Because tHe CMOS battery is not removable.  1:48 PM  Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard.  Do you mean *not removable* or just "not user removable" ?1:48 PM  KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook.  1:49 PM  Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection1:49 PM  Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it1:50 PM  KARISHMA BARPANDA: Let me explain.  1:51 PM  KARISHMA BARPANDA: Let me check.  1:52 PM  KARISHMA BARPANDA: Please, allow me few moments.  1:52 PM  Adam Colligan: Thank you1:56 PM  KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.1:56 PM  KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.1:56 PM  KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c045134891:57 PM  Adam Colligan: That's okay; I understand that it may take time1:57 PM  KARISHMA BARPANDA: CMOS battery is not a customer replaceable part.  1:58 PM  Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery1:58 PM  Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it.   1:59 PM  KARISHMA BARPANDA: It is not listed there.  1:59 PM  Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 411:59 PM  Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf2:00 PM  KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue.  2:01 PM  Adam Colligan: Sigh.2:02 PM  Adam Colligan: Look, here is a theory.  What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable.  To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM  Adam Colligan: ...before I go without my PC for days or weeks2:03 PM  KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part.  2:04 PM  KARISHMA BARPANDA: You cannot see it.  2:04 PM  Adam Colligan: So where on the motherboard is it?2:04 PM  Adam Colligan: It's on the motherboard but it's invisible?2:04 PM  Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide2:05 PM  KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it.  2:06 PM  Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is".  But it seems like you are avoiding saying that.2:10 PM  KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?2:11 PM  Adam Colligan: Yes. Why won't you answer that question?2:24 PM  KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM  Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM  Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.2:26 PM  KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.2:26 PM  KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?2:26 PM  Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.2:26 PM  Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty2:26 PM  KARISHMA BARPANDA: No, it is not listed in the manual.2:27 PM  KARISHMA BARPANDA: I can understand your concern.2:27 PM  KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.2:28 PM  Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?2:30 PM  KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
    5. I pay money to have the CMOS battery checked
    Clearly, I wasn't inspired by that chat. Maybe the rep was just wrong about the hardware. More likely, it was just my own ignorance that kept me from finding the CMOS battery, and so I would benefit from a real technician checking it, maybe replacing it or telling me I really did need to send it to HP for service, and also looking at the main battery circuit.
    A couple of hours and $54.13 in diagnostic fees later, I had my answer from the technicians.  My main battery had a short in it and needed to be replaced. There is no dedicated CMOS / RTC battery on this motherboard. The clock and BIOS use main battery power, and it makes perfect sense that the main battery fault would therefore include symptoms normally associated with a simultaneous failure of a main battery and a dedicated CMOS battery in another computer.  This PC is not unique in lacking a dedicated CMOS battery.  I could buy a new main battery for around $55.
    Obviously, I was now thoroughly upset at HP Support. With this clearly being a main battery issue and the main battery being easy for me to replace and covered by warranty, HP could just send me a new main battery. I wouldn't even care if they wanted to tell me that swapping it myself would void the rest of the warranty period -- better than going without my PC for weeks on end. Failing that, I would probably rather even pay the money for a new battery from a retailer rather than go through the stupidity of sending this PC in just to have the battery swapped out. But now I had already paid the equivalent of that new battery cost just to get the correct information about my hardware, solely because official HP Support had given me false information -- twice! 
    6. Second chat ("Justine")
    Gist:
    So I re-connected with technical support in the hope that something could be done to make the situation right. I briefly summarized the problem and gave the case number in the webform submission not shown.  Make sure you're sitting down for this transcript and have either whisky or popcorn depending on whether you work for HP or not.
    Note in particular at 5:28, where my soul tries to escape my body, and 6:00, where Justine accidentally states the whole issue without actually understanding.
    Transcript:
    Spoiler (Highlight to read)
    5:10 PM  Support session established with Justine.
    5:10 PM  Adam Colligan: Hi Justine
    5:11 PM  Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.
    5:11 PM  Justine: May I have the phone number and e-mail address associated with your HP product?
    5:11 PM  Adam Colligan: [redacted]
    5:12 PM  Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.
    5:13 PM  Adam Colligan: Are the contents of the form I filled out not sent?  The SN is [redacted] . This is a model G6T85UA
    5:15 PM  Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?
    5:15 PM  Adam Colligan: Yes.
    5:16 PM  Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.
    5:19 PM  Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.
    5:20 PM  Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery.   
    5:20 PM  Justine: -
    5:22 PM  Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?
    5:22 PM  Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.
    5:23 PM  Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it
    5:23 PM  Adam Colligan: I even have a hilarious piece of transcript:  2:02 PM  Adam Colligan: Look, here is a theory.  What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable.  To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM  Adam Colligan: ...before I go without my PC for days or weeks2:03 PM  KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM  KARISHMA BARPANDA: You cannot see it.  
    5:25 PM  Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones.  Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM  Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM  Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
    5:25 PM  Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*
    5:27 PM  Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.
    5:28 PM  Justine: May I ask why do you want the CMOS battery to be replaced, Adam?
    5:28 PM  Adam Colligan: Oh my god.
    5:28 PM  Adam Colligan: You're going to have to just give me a moment here.
    5:29 PM  Justine: Okay Adam. Please take your time.
    5:31 PM  Adam Colligan: Before I explain again, let me just ask a question or two.  Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery.  So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the  CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?
    5:32 PM  Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.
    5:33 PM  Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.
    5:34 PM  Adam Colligan: And you're saying there is no charge for this?
    5:35 PM  Justine: Yes Adam.  
    5:36 PM  Justine: It will be for free.
    5:36 PM  Justine: May I ask for your shipping address?
    5:37 PM  Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?
    5:37 PM  Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center
    5:38 PM  Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.
    5:39 PM  Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.
    5:40 PM  Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+.   
    5:40 PM  Adam Colligan: And so here's what happened:
    5:41 PM  Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.
    5:41 PM  Justine: But it would depend on your decision, Adam.
    5:44 PM  Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.
    5:44 PM  Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it).  I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there.  And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.
    5:46 PM  Justine: Actually if it already gave a CMOS error, it is already that.
    5:46 PM  Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted  HP again, which is where those snippets of transcript come from
    5:47 PM  Connecting...
    5:47 PM  Connected. A support representative will be with you shortly.
    5:47 PM  Support session established with Justine.
    5:47 PM  Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue.  I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is.  She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.
    5:49 PM  Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.
    5:50 PM  Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory
    5:51 PM  Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.
    5:51 PM  Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.
    5:51 PM  Adam Colligan: Am I correct that that is what you are saying?
    5:52 PM  Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.
    5:52 PM  Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?
    5:53 PM  Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.
    5:54 PM  Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue.  
    5:54 PM  Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.
    5:55 PM  Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?
    5:56 PM  Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically.  
    5:57 PM  Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery.  You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer
    5:57 PM  Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.
    5:57 PM  Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.
    5:57 PM  Justine: I apologize about that.
    5:57 PM  Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste?  
    5:59 PM  Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.
    5:59 PM  Justine: We will only replace or provide on the part that neede to be replaced.
    6:00 PM  Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.
    6:00 PM  Justine: Is that okay?
    6:00 PM  Justine: May I ask for your shipping address please?
    6:01 PM  Adam Colligan: That. That last thing you said.  That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery?  
    6:01 PM  Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]
    6:02 PM  Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.
    6:02 PM  Justine: Alright, is there anything else I could help you with?
    6:03 PM  Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.
    6:03 PM  Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
    5:10 PM  Support session established with Justine.5:10 PM  Adam Colligan: Hi Justine5:11 PM  Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.5:11 PM  Justine: May I have the phone number and e-mail address associated with your HP product?5:11 PM  Adam Colligan: [redacted]5:12 PM  Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.5:13 PM  Adam Colligan: Are the contents of the form I filled out not sent?  The SN is [redacted] . This is a model G6T85UA5:15 PM  Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?5:15 PM  Adam Colligan: Yes.5:16 PM  Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.5:19 PM  Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.5:20 PM  Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery.   5:20 PM  Justine: -5:22 PM  Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?5:22 PM  Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.5:23 PM  Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it5:23 PM  Adam Colligan: I even have a hilarious piece of transcript:  2:02 PM  Adam Colligan: Look, here is a theory.  What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable.  To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM  Adam Colligan: ...before I go without my PC for days or weeks2:03 PM  KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM  KARISHMA BARPANDA: You cannot see it.  5:25 PM  Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones.  Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM  Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM  Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: That is the reason,  it is not shown in the manual.2:25 PM  KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.5:25 PM  Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*5:27 PM  Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.5:28 PM  Justine: May I ask why do you want the CMOS battery to be replaced, Adam?5:28 PM  Adam Colligan: Oh my god.5:28 PM  Adam Colligan: You're going to have to just give me a moment here.5:29 PM  Justine: Okay Adam. Please take your time.5:31 PM  Adam Colligan: Before I explain again, let me just ask a question or two.  Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery.  So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the  CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?5:32 PM  Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.5:33 PM  Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.5:34 PM  Adam Colligan: And you're saying there is no charge for this?5:35 PM  Justine: Yes Adam.  5:36 PM  Justine: It will be for free.5:36 PM  Justine: May I ask for your shipping address?5:37 PM  Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?5:37 PM  Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center5:38 PM  Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.5:39 PM  Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.5:40 PM  Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+.   5:40 PM  Adam Colligan: And so here's what happened:5:41 PM  Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.5:41 PM  Justine: But it would depend on your decision, Adam.5:44 PM  Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.5:44 PM  Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it).  I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there.  And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.5:46 PM  Justine: Actually if it already gave a CMOS error, it is already that.5:46 PM  Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted  HP again, which is where those snippets of transcript come from5:47 PM  Connecting...5:47 PM  Connected. A support representative will be with you shortly.5:47 PM  Support session established with Justine.5:47 PM  Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue.  I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is.  She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.5:49 PM  Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.5:50 PM  Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory5:51 PM  Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.5:51 PM  Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.5:51 PM  Adam Colligan: Am I correct that that is what you are saying?5:52 PM  Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.5:52 PM  Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?5:53 PM  Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.5:54 PM  Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue.  5:54 PM  Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.5:55 PM  Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?5:56 PM  Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically.  5:57 PM  Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery.  You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer5:57 PM  Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.5:57 PM  Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.5:57 PM  Justine: I apologize about that.5:57 PM  Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste?  5:59 PM  Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.5:59 PM  Justine: We will only replace or provide on the part that neede to be replaced.6:00 PM  Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.6:00 PM  Justine: Is that okay?6:00 PM  Justine: May I ask for your shipping address please?6:01 PM  Adam Colligan: That. That last thing you said.  That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery?  6:01 PM  Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]6:02 PM  Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.6:02 PM  Justine: Alright, is there anything else I could help you with?6:03 PM  Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.6:03 PM  Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
    7. In desperation, I try in vain to attract @HPSupport's attention on Twitter
    Spoiler (Highlight to read)
    @adamcolligan
    6:20 PM - 13 Apr 2015
    (1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
    @HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed.  If I'm wrong...
    @HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
    @HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
    @adamcolligan6:20 PM - 13 Apr 2015(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed.  If I'm wrong...@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
    No response; not sure if I expected one or not.

    Update time!  I know you've been dying to know how this has been turning out.
    I provided all the requested information in response to the private message from HP staff. Nothing ever came of it; as far as I can tell, no real human being ever attempted to contact me after being "forwarded" the details of the case.
    Three days after I tweeted at them, @HPSupport sent me a series of public replies. In essence, they told me to abandon useless post-sales technical support and get information from HP Sales.
    Adam Colligan @AdamColligan  ·  Apr 13
    (1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
     Adam Colligan @AdamColligan  ·  Apr 13
    @HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your
     Adam Colligan @AdamColligan  ·  Apr 13
    @HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
     Adam Colligan @AdamColligan  ·  Apr 13
    @HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
    Adam Colligan ‏@AdamColligan Apr 13
    @HPSupport No but seriously. Does the HP Envy x360 have a dedicated RTC / CMOS battery or not?
    HP Support ‏@HPSupport Apr 16
    @AdamColligan Hello Adam, Eddie here. Saw your tweet. Our Product Information team will be able to assist with your inquiry. Dial:.. ^HPCare
    HP Support ‏@HPSupport Apr 16
    @AdamColligan 1800-752-0900. Follow prompts for “product information”. If you prefer email click this link http://ow.ly/HYnHT  .. ^HPCare
      HP Support ‏@HPSupport Apr 16
    @AdamColligan Once there be sure to choose "Contact an HP sales specialist" as your subject. Let me know if you require further... ^HPCare
    HP Support ‏@HPSupport Apr 16
    @AdamColligan information and/or assistance. Have an awesome day! Thanks! ^HPCare
    Now, being the exhaustive give-it-a-try kind of guy that I am, I tried *both* the phone and the email path to support.  I may have been told once on the phone to try the email, but it's hard to even remember at the moment. I'll just paste the email outcome here.
    Me (into the webform):
    HP reps have directed me to contact sales support after others in the company were unable to help with a technical product question. I need to know whether the HP Envy x360 model G6T85UA (should be board 780958-501 and main battery 760944-421) has a dedicated CMOS/RTC battery. If it does, I need to know *where* it is connected to the board. This is a fairly urgent issue for me implicating a disconnect or swap-out of the main battery while AC power is not being supplied. 
    HP:
    Dear Adam,
    Thank you for contacting the hp.com Sales Center.
    I understand the you are still seeking resolution for your technical concern and I’m sorry to hear that this remains unresolved.
    I'm very sorry, but our email sales team does not handle technical or product support concerns. We can only handles sales inquiries pertaining to orders placed in our store.
    HP Technical Support will be able to provide you with service and support for hardware, software, and parts replacement of HP products that are still covered under warranty.
    I strongly suggest that you contact the HP Technical Support Team since your matter requires technical expertise. HP Technical Support can best assist you and can be reached 24 hours a day at: http://www.hp.com/contacthp
    Below is step by step guide how to obtain the webform/online form:
    1.  Please copy and paste this link http://www.hp.com/contacthp into a new browser.
    2.  Please enter your model number in the "Enter my model number" search field provided then hit the "Find my product" button to generate the result.
    3.  Select the correct product from the search results.
    4.  On the next page wait for a few seconds to load the webform.
    5.  Scroll down to find the webform.
    5.  Complete the webform then hit the "Submit" button.
    6.  After you fill out the online form, you will receive a Technical Support case number. You will also be able to engage with a Tech Support product specialist either by chat or they will give you a call at your earliest convenience.
    By the way, I have seen a link which might help you with this concern. Here's the link:
    http://partsurfer.hp.com/Search.aspx?SearchText=G6T85UA
    The link shows the the HP ENVY 15-U011DX X360 CONVERTIBLE PC (ENERGY STAR) has the 780958-501 motherboard but has a different battery. It doesn't show also the RTC Battery and where you can find it. Please contact our HP Technical Support for other information.
    I hope this information has been of assistance to you, Adam. Please reply to this message if there is anything further we can do. For your convenience, you may also call the HP.com Sales Center directly at 1-888-222-0029 between 7:00 AM - 2:00 AM EST, seven days a week.
    Customer Satisfaction is our store’s top priority. Please tell us about your email experience today. To participate, please click on our Customer Satisfaction Survey link below.
    Thank you for choosing HP.  We appreciate your business.
    Regards,
    Regine G.
    Oh dear.  So technical support doesn't have technical information about HP machines, and sales support doesn't answer technical questions about HP machines and refers you to technical support. Brilliant.  But by this time, I of course knew better than to actually *believe* what someone was telling me, so I used the sales phone number instead.
    The sales guy was super eager to help, especially since I framed this as a problem of future use. I work on disaster vulnerability issues. If I buy Envy x360 15ts and use them in a place where there isn't AC power for a while, can I swap spare batteries into them without screwing up the BIOS and real-time clock settings?
    He put me on hold two or three times for what I was led to believe were very thorough attempts to get me a totally definitive answer.  And this is what someone eventually told him to tell me.  All HP machines ship with CMOS batteries.
    So I must have been mistaken all along, right?  The CMOS battery must have stopped working at the same time as the main battery.  It must just be that neither I nor my local repair shop could find my CMOS battery because we all have the wrong prescriptions on our glasses and contact lenses.  Well, there's just one small issue with getting to that conclusion: what HP told me about my machine was, once again, totally false.
    How do I know?  Because I still didn't believe HP, and rather than shipping my compter off for weeks in the big padded box, I ordered a new main battery for a total of just over $60.  I swapped it. Guess what happened, HP?  If you guessed, "every aspect of the problem instantly resolved, because there never was a CMOS/RTC battery in this machine in the first place", you would win a gold star. But I'm assuming you'd also lose your job, because this particular piece of information has somehow been banished and outlawed from the minds of HP employees and contractors.
    I wonder: would anybody at HP be interested in apologizing to me, much less in finding a way to make up for the $115+ I've lost because nobody at any stage to this point has been willing to act like a human being?
    BUT WAIT, THERE'S GREAT NEWS
    I shouldn't make it seem through this thread that HP totally lacks competence and doesn't care about me at all. Because within two hours of receiving the email from HP Sales telling me that they weren't going to do anything about my problem, I started receiving advertising email blasts full of great offers and promotions about  buying a new HP laptop and other great products! Yay! I guess I'm not invisible after all. And I'm sure if I bought *more* stuff from HP, they would take care of me then. Right?

  • No Support by Customer Support or Tech Support

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  • Ongoing customer support issues - accounts related

    Hi,
    I'm hoping to attract some assistance from an Adobe representative?
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    Message was edited by: Richard Yapkowitz, about an hour after I first posted this issue.

    Jackdan error 49 indicates the installer was unable to access a critical file or directory.  You can find additional details at Error downloading Creative Cloud applications - http://helpx.adobe.com/creative-cloud/kb/error-downloading-cc-apps.html.

  • How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?

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    Moderator Note; private information, name of associate, s/n & picture showing s/n edited for member's & others' protection

    Your complaint is with the computer store that you took the computer to.  Go back to the store in person and get your computer back.  They've had it long enough for you to know they are never going to fix it.  Then call the Lenovo customer service number on this website (for India) and work with them. 
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  • How do you get a human being from Apple for customer service? This is the worst customer support ever seen!

    How do you get an actual human being to speak with at apple to help with customer service?

    The Apple Support COMMUNITIES is a user-operated apple-run page where users of the COMMUNITY help other people the best they can. Apple employees do not have anything to do with this page apart from own the servers and design it. If you want to speak to Apple then go to their Customer Support here: http://www.apple.com/uk/support/contact/
    Remember, this isn't a customer support page, it's a community forum based on using Apple products. If you wish to refer to Apple employees then this is the wrong website.
    Hope this helps.
    - bi9scuit

  • HP Flash drive ( v220w ) is not working - HP (Very worst Customer Support)

    I am very very tired write this,
    HP (Very worst Customer Support)
    I have brought a HP Flash drive ( v220w )via flipkart.com on 08-March-2012.
    Its having 2 years of warranty.
    It was working fine till last month.
    But after that unfortunately its not working I dont know that why its not working.
    Then I find out the service center in chennai,
    Maha Electronics at Adyar. They said like this is for only Hp Laptop and they giving one landline number to contact for that pen drive repair.
    That lad line number is 044 28555449, And I called that number on 09-August-2013 Morning.
    Thay replied that "This is not a HP support".
    Again I searched for the HP Service Center and I found another service center 
    That address is
    FORTUNE MARKETING PVT LTD
    (HP PEN DRIVE SERVICE CENTRE)
    G.F ABC Trade Centre,No.39/50,Anna salai,Chennai-600002, Landmark:Behind Devi Theater.
    044 42663456.
    And I callled this number (044 42663456) on 09-August-2013 Morning.
    They asking my pen driver model. I replied that model is v220W.
    He simply reply that "We are not repairing that model".
    Then I asked that "Can you tell me where I can repair that model"
    He just replied that "No Idea!!!" and he cut my call.
    I was very scared that kind of activities.
    I am asking this question, Please reply
    They are not ready to repair that model of pen drive then why they manufacturing and give warranties (2 Years ! ! !).

    Thank you for visiting the HP Support Forums. I'm sorry but this is a peer-to-peer community of HP customers, and not a venue to contact HP directly. Most of the users here are consumers like yourself who are offering solutions because they like to help others, and any HP employees you see are here on their own capacity and not representing the company.
    If you have additional or direct feedback for HP about their products or services, or questions about repair, you can use the link below for contact information.
    http://www8.hp.com/us/en/contact-hp/ww-contact-us.​html
    If you have other questions and concerns about using the forum, please feel free to send me a private message.
    OrnahP
    HP Support Forums Moderator
     Clicking the "Kudos Star" to the left is a great way to say thanks!
     When your problem has been solved, accept the solution by clicking "Accept as Solution" to help other members in the future!
    Rules of Participation

  • Does Apple Canada have the worst customer support ever?

    Yes! Ask me why...
    I'm posting here a) to warn other Mac users what to expect if you ever need customer support and b) because there's no where you can actually e-mail comments to Apple, and trying to contact customer support has been fruitless (see below).
    Here's what happened to me...
    I bought my iBook just under three years ago - a few weeks ago, the logic board went. Now, because I purchased the computer less than three years ago, that's covered under the extended warranty for iBook logic boards (see here: http://www.apple.com/support/ibook/faq/).
    Simple, right? Well, I took my computer in to my local authorized service provider about three weeks ago. They confirmed the logic board was the problem... copied my receipt for the iBook to prove date of purchase... agreed that it was covered by the warranty.
    However, when they sent all this to Apple, their reply was that it was NOT covered because it was manufactured more than three years ago (although Apple's own website says it's purchase date - not manufacture date - that's important).
    I called Apple last Monday to find out what was going on. Spoke to a nice fellow named Kevin who said he'd look into it, and call me back the next day.
    Next day passed... no call. I called Kevin back left a message, and indicated I'd like to know what was going on.
    Wednesday passed... no call. By this point, I'm getting anxious - the service provider can't move ahead without authoriztion from Apple, Apple's not returning my calls (or the service provider's) to grant authorization.
    I tried Kevin again on Thursday. Left another message. No reply.
    Tried back on Friday morning. Left another message. Still no reply.
    Called customer support again Friday night. Antoine puts me hold for a half hour. I call back, explain that I've been on hold for half an hour, ask how long the wait should be. Antoine says two or three minutes. He puts me on hold again.
    For another ten minutes.
    I call back. Antoine explains that the reason I'm on hold is probably because customer service is closed. So why was I on hold for nearly an hour listening to terrible music? That's one of the mysteries of Apple customer support...
    So here I am, with a computer that's been in the shop nearly three weeks, that can't be repaired because Apple won't honour its warranty, and no way to even find out what's going on, because Apple's customer service is such an unnavigable maze.
    The sad thing is, I usually like Apples. I was even going to buy a new one this summer.
    Now - not a chance.
    The moral of the story? If you own an Apple, pray nothing ever goes wrong with it. If you expect your computer to ever need repairs, I'd suggest getting rid of your Apple now.
    If you're considering buying an Apple - consider again.
    As for me - from now on, make mine Microsoft.
    iBook G3 700   Mac OS X (10.4.6)  

    Does Apple Canada have the worst customer support ever?
    I doubt it.
    Seriously, would you like some help?
    Call back, and don't mess around with Customer Service. Immediately ask for Customer Relations. These are the people whose job it is to make an unhappy customer happy again. They aim to please.
    A polite, but seriously disappointed tone of voice is what you need, so take some deep breaths until you can achieve that.
    There was an article in the February, 2005, issue of Reader's Digest called "How to Complain." Please read these tips. Then call and tell Customer Relations your sad experience with Customer Service.
    How to Complain
    You call customer service to complain about a product, and you hang up angrier than when you started. That’s customer rage, a feeling experienced by millions of people with a major complaint, says Scott Broetzmann, president of an American firm that tells companies how to offer the best customer service. His secrets to getting good service:
    Have a goal
    If you want your product repaired, say so. Want an apology? Speak up.
    Keep it short
    Focus on one problem, and be succinct.
    Stick with it.
    You have to invest the time it takes. Don’t get what you want? Ask for a supervisor.
    Skip ultimatums
    Don’t threaten not to do business with them again. Why should they help you if you won’t buy from them in the future?
    Plead your case
    Many companies have information such as how much money you’ve spent with them and how often you complain. If you’re a good customer, they may be more willing to help.
    Be nice
    You’re unlikely to get what you want if you’re rude.
    Good luck!
    (P.S. Microsoft doesn't make computers; just the crappy OS that goes on them.)

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