Fark stupid Compaq support... (rant thread)

[wyvrn]

This is the most unbelievable support experience I have ever been associated with! This includes the 4+ years I worked helpdesk, desktop, call center manager and as a field tech. Farking A!!!!!!!!!!

Background:

I have a NEW Compaq 1500T laptop that I purchased 60 days ago from Costco. I also got a free Compaq Multiport wireless adapter. Well, the wirless adapter routinely drops its connection. Conversely, the my sister's HP laptop never loses its wireless connection. Therefore, I know its not the wireless access pointt, but the Compaq wireless client card that is causing the problem.

Here is what pisses me off. I called Compaq support and picked the wireless queue. They took my info, said they were not the correct department. They transferred me to the laptop department. As you can probably guess, they couldn't help me and transferred me to desktop support. They couldn't help me, transferred me to home networking. They couldn't help me, transferred me to IPAQ support. Obviously, the IPAQ people couldn't help me, so I went to a commercial products technician. Obviously, the Presario is a consumer product, so I went back to the consumer wireless queue. This went on and on so that I spoke to each support department AT LEAST TWICE, a couple of times even getting the same technicians the second time around. I was transferred a total of over 12 times. I spoke to 3 "supervisors" who bascially couldn't do a damn thing but transfer me again. I **finally**, after about 90 minutes of being on hold and transferred, reached a supervisor who is forwarding the complaint to his manager for a followup tomorrow. I also managed to get the Compaq quality assurance email from one of the techs, and will be writing a complaint email to them tomorrow.

90 minutes of that bullsh!t and Compaq still has nobody that can replace my wireless card. What utter freaking lousy pathetic putrid customer service is that?

Compaq is teh suck!

 

[randal]

compaq is nothing but yummy when it comes to server support.

$.02
randal

 

[gopunk]

hmm.... i've gotten pretty good support in the 4 times i've called. although one of those 4, the guy was very reluctant to believe me when i told him i thought there was a hardware and not a software problem with the laptop. guess who was right....

then again, i've only used business models... maybe the consumers get shafted

 

[CraigRT]

that's interesting randal.. i also hear (and happen to know firsthand) that they make exceptionally solid servers. and i guess in turn offer better support on these for some reason.. meh.. interesting.

 

[wyvrn]

Here is the letter I wrote to quality assurance:

I have had the worst customer support experience of my life tonight. I
called 1-800-ok-compaq regarding my Compaq wireless networking card
that came with my Compaq Presario 1500T laptop. Both are less than 90
days old. I was transferred around to all of the departments numerous
times, each time being told that department could not help me. I even
went through the commercial support department before being dropped
back into the consumer support queue. I received this email address
from the commercial support technician, who said that I should
complain.

The last two people I spoke to were Sam and Jason in laptop support.
Neither of them could handle my issue, and I was told I would have to
wait until tomorrow to speak to the wireless department. At this point
I am very frustrated at losing 90 minutes of my life waiting in your
phone queues only to be told "I am sorry I will have to transfer
you..." more than TEN TIMES.

What I want is an apology, and a call from a technician to solve my
issue. As stated, the Compaq Wireless network adapter is not working
properly on my Compaq laptop. If you can forward this information to
someone who does not have their head up their ass, I would appreciate
it.

Thank you,

Robert ....

If that doesn't do it, I am contacting the BBB. This is ridiculous.

BTW, I am not suprised their server support is good. Companies usually offer superior support to other businesses because of the money involved. Unfortunately, individual consumers get screwed because by themselves cannot dent Compaq's business.

 

[NutBucket]

Originally posted by: Yield
that's interesting randal.. i also hear (and happen to know firsthand) that they make exceptionally solid servers. and i guess in turn offer better support on these for some reason.. meh.. interesting.

Yeah, their servers are basically bulletproof. Once tho, I did call their regular tech support line on an older comp (P233) and they were at least able to tell me that I would have to pay for tech

 

[randal]

Originally posted by: Yield
that's interesting randal.. i also hear (and happen to know firsthand) that they make exceptionally solid servers. and i guess in turn offer better support on these for some reason.. meh.. interesting.

we had a compaq proliant raid controller die a while back ... called up compaq, dude was onsite from denver (65 minute drive) within two hours. was *extremely* knowledgable, too.

compaq gets nothing but A+ in my book.

randal

 

[wyvrn]

we had a compaq proliant raid controller die a while back ... called up compaq, dude was onsite from denver (65 minute drive) within two hours. was *extremely* knowledgable, too.

compaq gets nothing but A+ in my book.

randal

Great. What does that have to do with consumer support? Nothing. If you had the same experience I have had, what rating would you then give?