My laptop is on the fritz…well, not the computer itself, but the ac adapter. The laptop was plugged into the kitchen outlet and as my child and I began to enter the kitchen we hear a “pop, crackle, crackle”, and then see smoke coming from the adapter. I yank the plug out of the wall as quickly as I can, hoping that I won’t get zapped. As I pull the plug all I hear is a ‘POP’ and am spared the arm-jolting joy of an electrical shock. And then the smell…ugh…the smell of melting plastic, and electrical smoke. We both look at each other in horror. Thankfully, the laptop was plugged into the GFI outlet which I believe prevented anything from happening to the computer and probably spared me from getting electrocuted. Since the laptop is only seven months old I immediately call HP customer service. And here is a snippet of the conversation I had with the lovely man at technical support:
TS: “Thank you for calling HP technical support, my name is Saieed, how can I help you today?”
Me: “I seem to have a bit of a problem with the ac adapter for my HP notebook.”
TS: “What exactly is the problem, ma’am?”
Me: “It was plugged in just a few minutes ago and I heard a pop and crackle, and then saw smoke coming from the adapter.”
TS: “Has this ever happened before, ma’am?”
Me: “No, no it hasn’t” (thinking to myself – um, yeah, if it had wouldn’t I have called?)
TS: “Okay, ma’am, we are going to run through a few steps to determine the problem. What I would like you to do now is plug the computer into an outlet.”
Me: “I’m pretty sure I do not want to plug in the computer. I really don’t want to get electrocuted.”
TS: “Oh, do not worry, I assure you that will not happen.”
slight pause…
TS: “Ma’am…no, no, no…please do not plug in the computer. DO NOT PLUG IN THE COMPUTER.
Me: (thinking to myself: “Uh…yeah, ya think? Frickin’ brainchild.”)
Sheesh, for a minute there I thought maybe he’d ask me to lick the prongs on the plug and THEN stick it back into the outlet. Dork.
And that was not the end of my experience with HP customer service. It seems that Saieed ordered the replacement adaptor for me…but he somehow forgot to order the power cord that goes with the adapter – you know, the cord that is NECESSARY to plug the thing into the outlet? I spent another hour and a half, retelling the adapter mishap story to no less than five other customer service individuals. Not one of them could understand what I was trying to tell them so they, in turn, just transferred me to another, more clueless individual. In the end, I was finally transferred to someone in the parts department who understood that I was NOT going to use my old power cord (that possibly had a short) and she immediately put in an order for a new one. Thank you for calling customer service. So sorry that you had to spend half of your day trying to explain your computer issue to nimrods.
Two Lazy Dogs 
Sounds like my day recently dealing with the registry of motor vehicles. Very frustrating. Imagine telling you to plug it in after it has shorted out. What on earth was he thinking? What if he was talking to some dumbass who did plug it back it? That would have been a short conversation.
I was actually tempted to plug it back in and see what happened…maybe I could have gotten a new computer…and a buttload of cash after getting electrocuted by listening to his dumbass instructions!
Hey Two,
That is the sad story of customer service these days. They should really change the name to Customer Harassment. They do it intentionally so they don’t actually have to do anything for the length of their guarantee. And they make sure it is so painful by hiring foreign nationals to ‘assist’ you that you will never call them again. Sorry you had the hassle.
Annie
Hi Annie,
Oh, they SHOULD change the name to Customer Harassment. I’ve had nothing but bad luck every time I’ve called a customer service number. The time before this, I had to call about my brand new dryer that didn’t work. I got to talk to someone in Sri Lanka who actually said, “Ma’am, I’m in Sri Lanka, and there is really nothing I can do for you.” WTF??
JEEZ thats no good I am sorry 😦
No, no good at all. Thanks, Kaylee.
This makes me want to run out and buy an HP – Muah-ha-ha-ha-ha — NOT! I LOL at this: “Sheesh, for a minute there I thought maybe he’d ask me to lick the prongs on the plug and THEN stick it back into the outlet”
I had a problem with my Dell and spoke w/ some schmuck in India and I didn’t understand a word he said. I kept saying, “What? Huh? What??” LOL. Such b.s.
I’m sorry ’bout the laptop- Im glad you and your daughter are ok, that’s what’s most important!
xoxoxxo
Hey JQ,
You know, I’ve actually been very happy with all of my HP products until NOW.
Yeah, you gotta love those customer service people that you can’t understand. One time I was SO unable to understand one that I said, “Ok, I’m sorry, I can’t understand a thing you’re saying, I’m going to hang up, call back, and hope to get someone I can understand.” Bwahahaahh.
Thanks for your concern…we are fine. You’re right…that is really all that matters!
MWAH!
No different here, in the UK. Gone are the days you can actually talk face to face to a human being. Broadband service – horrid, ringing your bank – grrr, replacing a laptop? You must be kidding me. The worst experience though we had was with a car insurance (telephone access only). We had an automatic car (never again), something went wrong. We called the assistance (same as the insurer), he jump-started the battery, but didn’t disconnect SOMETHING he was supposed to disconnect. So the onboad chip went pop and cracle. The insurer says: we outsource the repairs, and thus will not pay for fixing the chip UNLESS the assistance guy ADMITS his fault. Guess what? He didn’t…So we had to pay for it.
But enough, lol. Hope you’ve had your laptop sorted 🙂
Yes, it’s true. The automated customer service lines are incredibly frustrating. This cs line required me to speak specific terms…not just press numbers. It was ridiculous…by the time I actually got to speak to a live person I was completely fed up and just wanted to scream!
Thank you…I did get the laptop sorted out…and faster than I thought. So, all is good.
Next time, yell, scream, demand to speak to managers, and answer that first question with “You do realize you just asked me to plug in a cord that was recently near-fire, correct? Can you spell lawsuit, or was that not part of your phone-monkey training? I want a new cord, and I want it NOW. No diagnostics, ship me a new cord. NOW.”
I’m good at getting shit like this done over the phone. My internet blipped out for thirty seconds two months ago. Two phone calls, and the invoice was cleared by about 75% 😀
Honestly, I was so flustered about the situation I didn’t know which route to take. Next time I’m chugging a glass of wine before I deal with customer service. Yeah, take that!
After switching me to five different people, I honestly don’t think ANY of them knew what they were doing. Seemed like they were all just milling about like hens in a hen house. Grrrrr.
Oh crap, work has taken over my brain. Since when do I refer to my own phone bill as an ‘invoice’? Ugh!
Mwhahahaha. Disengage, I repeat, disengage!
Yeah, I wish I could say I was surprised, but this is like EVERY CALL made to “customer service” anymore. Sadly.
It’s very sad. Next time I believe I’ll go the email route and see if I get better service.
I’m surprised you got to talk to actual people. I always have to deal with a voice recording. “If you are calling about your account press 2. If you are calling about…” “If this applies please say NO. Did you say yes? I do not understand. If this applies…” So annoying.
Oh yes, I got to speak to an actual person…after repeating a gazillion different phrases in order to get me to the right person and listening to the automated system say, “I’m sorry, I did not understand what you said”. Arrrrgggggh. And then having to repeat the sequence all over again. I was about to rip my hair out!
Yikes. Really, it’s not considered a “customer service” when the customer has to waste that much of their time on the telephone simply to get two parts replaced. I’m glad you weren’t hurt and that your computer didn’t fry. Sheesh.
Hi Teeni,
I know! They should have PAID me for all the time I spent on the phone.
Thankfully, no one was hurt and the house didn’t burn down. And now the computer is back up and working. YAY!
I can’t tell you how many people I spoke with to get my cable installed. They always assured me they were taking notes and yet somehow continued to mess up the order. Those jerks came to my house 4 times (!) in the last month and charged me each time for their mistakes.
I worked customer service back in the day so I know how much their jobs suck, but did your person have to think for a minute before telling you not to electrocute yourself? What an idiot.
It’s so darn frustrating. Ha – they assured you they were taking notes…good one! I’m sure the job does suck…BUT it’s a job. And I say – DO YOUR JOB – but please-o-please read the training manual before you do so, so you don’t tell someone to plug in a faulty cord and get electrocuted. That’s not too much to ask, is it?
We have two HPs both of which we’re very happy with. I think the real problem is with customer service in general. The company doesn’t really matter. They all seem to suck when it comes to customer service. Any product can have an issue, but none of them seems to have simple answers. I’m glad to hear the story ended well and that your house didn’t burn down. 😉 That would have made for a pretty crappy post. 😛
Oh, absolutely, Mr. P…it’s not the product. I have 3 HP products and I do love them – and have had no problem until now. It’s just very frustrating that these companies cannot see how important customer service is. Do they realize their customer service employees are telling people to plug in faulty cords? I was asked to fill out a customer service satisfaction survey. Damn skippy I’m filling it out. Ummm…satisfied?….nope!
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