Post by Deleted on Jan 20, 2011 1:10:50 GMT -5
I've got over 110 hours in on my Internship for fixing computers, and I was faced with my biggest Challenge yet today. Making Hewett Packherd honor their warranty. The Machines I've been working on are usually the old ones, but recently I've had to work with one so new it's still under warranty. I won't go into the details, but I clean installed it six ways from Sunday and I kept getting the same error.
After explaining step by step with our network admin he told me to call HP, and get a motherboard. That was even more aggravating than fixing the PC. I told them step by step what I had done, and they still managed to route me to every department claiming it wasn't their department. It wasn't until somebody gave me a number to call that was for their hardware help desk before I realized "hey this is the number I originally called."
They originally said "After thirty days we don't send parts unless you've had multiple replacements then we'll think about it." Which is the most BS policy I've ever heard of. If they aren't going to send you parts how are you suppose to actually have any replacements? I don't know it's bogus.
They had already sent a new hard drive, and I asked them if that counted as one of the multiple replacements. I thought it was a legit question, but they hung up on me. I called back, and a guy asked me if I could change the hard drive. I explained we'd changed the hard drive twice, and that it should be on the trouble ticket, and he hung up on me.
After about nine and a half hours I reached a customer friendly rep who knew what he was doing, and he came to the conclusion that the processor was messed up after an hour of having me trouble shoot things, and using remote desktop some. Thankfully, I was able to get the new motherboard ordered and delivered express. So, hopefully we'll get it Thursday, if not then it's Friday.
I ended up staying two hours over to get the PC running, and I have class in the morning. So, naturally I care about my job. The Network Administrator told me they needed the PC running ASAP, and I stayed on it until I got what he'd asked for.
I just hope I don't come across like some of those people I talked to today. Some the the tech support seemed rude, and like they didn't want to deal with it.
As a Network IT guy I kind of realize that my job isn't always what I know, it's how quick I can find it out, fix the problem, and keep my co-workers working. As long as they can do their job's I've done my job. I just hope I don't turn out to be one of those pissed off IT guys who hates their jobs, or come across like that.
After explaining step by step with our network admin he told me to call HP, and get a motherboard. That was even more aggravating than fixing the PC. I told them step by step what I had done, and they still managed to route me to every department claiming it wasn't their department. It wasn't until somebody gave me a number to call that was for their hardware help desk before I realized "hey this is the number I originally called."
They originally said "After thirty days we don't send parts unless you've had multiple replacements then we'll think about it." Which is the most BS policy I've ever heard of. If they aren't going to send you parts how are you suppose to actually have any replacements? I don't know it's bogus.
They had already sent a new hard drive, and I asked them if that counted as one of the multiple replacements. I thought it was a legit question, but they hung up on me. I called back, and a guy asked me if I could change the hard drive. I explained we'd changed the hard drive twice, and that it should be on the trouble ticket, and he hung up on me.
After about nine and a half hours I reached a customer friendly rep who knew what he was doing, and he came to the conclusion that the processor was messed up after an hour of having me trouble shoot things, and using remote desktop some. Thankfully, I was able to get the new motherboard ordered and delivered express. So, hopefully we'll get it Thursday, if not then it's Friday.
I ended up staying two hours over to get the PC running, and I have class in the morning. So, naturally I care about my job. The Network Administrator told me they needed the PC running ASAP, and I stayed on it until I got what he'd asked for.
I just hope I don't come across like some of those people I talked to today. Some the the tech support seemed rude, and like they didn't want to deal with it.
As a Network IT guy I kind of realize that my job isn't always what I know, it's how quick I can find it out, fix the problem, and keep my co-workers working. As long as they can do their job's I've done my job. I just hope I don't turn out to be one of those pissed off IT guys who hates their jobs, or come across like that.
