Call Centre Fun, maybe not
Discussion
Despite working in IT, bloody home PC is giving me grief, below is a transcript from conversation with HP. At the end of the day I found the fix (google) installed it, and all was well..
I will try harder in the future though
(Awaits another kicking for being an @rse
)
________________________________________________________________________________________
David **** : I would like to download fix for sp34919.exe, but cannot access this.
[An agent will be with you shortly.]
[You are now chatting with Alfred .]
Alfred : Welcome to HP Total Care for Desktop Support. My name is Alfred. Please give me a few
moments while I review your problem description details.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
David **** : Thanks
Alfred : You are welcome.
Alfred : Hello David.
David **** : hello
Alfred : Could you please elaborate the issue about this fix?
David **** : The issue I have relates to Sonic Digital media home Module Name: Sonic
DigitalMedia Plus v7
Build: 2.6.21b
Serial Number: *******
Copyright: Sonic Solutions 2005
David **** : Today I had to reinstall this, I get error messages when exiting, even worse it
cannot recognise my DVD writer in the program
David **** : Full details:
balah de blah.... (loads of stuff)
Alfred : Alright. May I know how you are trying to reinstall?
David **** : from the HP application recovery program
Alfred : Alright. I understand that you have problem with Sonic Digital Media Plus 7.04
software and tried reinstalling using the application recovery program which gave error
message. Am I correct?
David **** : yes
Alfred : What has changed since Sonic Digital Media Plus program last worked successfully?
Have you installed any new hardware or software recently?
David **** : I had to reinstall this SW this morning, when booting up my PC I as asked for
Initial Install disc MyDVD.MSI or similar, unsure why though
Alfred : Alright.
Alfred : Could you please tell me the serial number and the product number of the computer?
David **** : OK I will get it
Alfred : Thank you. I will wait for you.
David **** : m7590 S/N **********
Alfred : Thank you for the information.
Alfred : I see from the product specifications that it is a Australia or New Zealand model
computer and this particular support is dedicated to the US/Canada region. During the process
of troubleshooting if we find that any part has to be dispatched or a service has to be
created, I would request you to contact Australia or New Zealand support as our tools do not
accept information related to this model. You can access the web link below that has the
contact details for Australia or New Zealand support. However, we provide first level
technical support for these models.
David **** : No, it should be UK spec
Alfred : It is okay. This is a US/Canada region support. I will assist you on the issue.
Alfred : David, this issue occurs when the sonic Digital media program is corrupted. Please
remove all the programs that are associated with name Sonic from your PC and then reinstall
from the application recovery.
David **** : This is what I have done
Alfred : Have you removed it completely before reinstallation?
David **** : This leaves me with problems, I cannot get the program to "see" a CD device, also
when closing the pogram I get 3 windows error messages.
David **** : I removed all before reinstalling
Alfred : Alright. When has the CD drive issue started?
David **** : After reinstall this morning
David **** : Device manager says drives are OK
David **** :
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa...
cc=us&product=3208819&os=228&lang=en states that I should apply fix sp34919, but this is not
available for download
Alfred : David, this issue might have occurred when the system files are corrupted. Please
backup the data and perform complete system recovery.
Alfred : Please note that the activity id for this chat session is ******** for future
reference. Please contact us with this id if you require any further assistance.
Alfred : Is there any other technical issue that I can assist you with today?
David **** : So I need to reinstall from scratch, ALL SW on PC?
Alfred : Yes, please perform system recovery which will set the PC to factory shipped
condition.
David **** : Sorry, this is no good to me, all I am looking for is the fix surely?
Alfred : I understand your concern. However the system files seams to be corrupted.
David **** : I will look for another program then, thank you
I will try harder in the future though
(Awaits another kicking for being an @rse
)________________________________________________________________________________________
David **** : I would like to download fix for sp34919.exe, but cannot access this.
[An agent will be with you shortly.]
[You are now chatting with Alfred .]
Alfred : Welcome to HP Total Care for Desktop Support. My name is Alfred. Please give me a few
moments while I review your problem description details.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
David **** : Thanks
Alfred : You are welcome.
Alfred : Hello David.
David **** : hello
Alfred : Could you please elaborate the issue about this fix?
David **** : The issue I have relates to Sonic Digital media home Module Name: Sonic
DigitalMedia Plus v7
Build: 2.6.21b
Serial Number: *******
Copyright: Sonic Solutions 2005
David **** : Today I had to reinstall this, I get error messages when exiting, even worse it
cannot recognise my DVD writer in the program
David **** : Full details:
balah de blah.... (loads of stuff)
Alfred : Alright. May I know how you are trying to reinstall?
David **** : from the HP application recovery program
Alfred : Alright. I understand that you have problem with Sonic Digital Media Plus 7.04
software and tried reinstalling using the application recovery program which gave error
message. Am I correct?
David **** : yes
Alfred : What has changed since Sonic Digital Media Plus program last worked successfully?
Have you installed any new hardware or software recently?
David **** : I had to reinstall this SW this morning, when booting up my PC I as asked for
Initial Install disc MyDVD.MSI or similar, unsure why though
Alfred : Alright.
Alfred : Could you please tell me the serial number and the product number of the computer?
David **** : OK I will get it
Alfred : Thank you. I will wait for you.
David **** : m7590 S/N **********
Alfred : Thank you for the information.
Alfred : I see from the product specifications that it is a Australia or New Zealand model
computer and this particular support is dedicated to the US/Canada region. During the process
of troubleshooting if we find that any part has to be dispatched or a service has to be
created, I would request you to contact Australia or New Zealand support as our tools do not
accept information related to this model. You can access the web link below that has the
contact details for Australia or New Zealand support. However, we provide first level
technical support for these models.
David **** : No, it should be UK spec
Alfred : It is okay. This is a US/Canada region support. I will assist you on the issue.
Alfred : David, this issue occurs when the sonic Digital media program is corrupted. Please
remove all the programs that are associated with name Sonic from your PC and then reinstall
from the application recovery.
David **** : This is what I have done
Alfred : Have you removed it completely before reinstallation?
David **** : This leaves me with problems, I cannot get the program to "see" a CD device, also
when closing the pogram I get 3 windows error messages.
David **** : I removed all before reinstalling
Alfred : Alright. When has the CD drive issue started?
David **** : After reinstall this morning
David **** : Device manager says drives are OK
David **** :
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa...
cc=us&product=3208819&os=228&lang=en states that I should apply fix sp34919, but this is not
available for download
Alfred : David, this issue might have occurred when the system files are corrupted. Please
backup the data and perform complete system recovery.
Alfred : Please note that the activity id for this chat session is ******** for future
reference. Please contact us with this id if you require any further assistance.
Alfred : Is there any other technical issue that I can assist you with today?
David **** : So I need to reinstall from scratch, ALL SW on PC?
Alfred : Yes, please perform system recovery which will set the PC to factory shipped
condition.
David **** : Sorry, this is no good to me, all I am looking for is the fix surely?
Alfred : I understand your concern. However the system files seams to be corrupted.
David **** : I will look for another program then, thank you
Edited by 750turbo on Friday 9th October 20:21
Edited by 750turbo on Friday 9th October 20:22
Just like a lot of the phone help people... (orange are the worse!)
They HAVE to stick to their script... depending on how you answer their questions dictates which way they move through the script..
I phone up with a faulty Broadband modem... I knew the fault and yet I had to spend half an hour playing their game to come to the same conclusion I told them at the start of the call......
They are only doing a job, but seriously... GRRR
They HAVE to stick to their script... depending on how you answer their questions dictates which way they move through the script..
I phone up with a faulty Broadband modem... I knew the fault and yet I had to spend half an hour playing their game to come to the same conclusion I told them at the start of the call......
They are only doing a job, but seriously... GRRR
Similar experience with a call centre a few weeks ago when my "rather good monitor" fails:
Saturday: Call help desk (I pay £12 a month for recurring maintenance on PC and monitor) I am told I will get a call back on Monday. (Yeah right!!!)
Monday: Get a call from repair centre, the will pick up monitor on Tuesday. (Yeah right!!)Turn around approx 7 working days.
Tuesday: Monitor collected
Thursday: Get call from repair centre, capacitor failed, monitor repaired, will be delivered Friday.
Friday: Monitor delivered, looks like new
Another one this week:
Monday: Tefal Actifry (google it) goes BANG!
Tuesday: Take it back to Curry's with receipt as it is only 6 months old, leave with a new one after 5 mins.
Sometimes things work?
Saturday: Call help desk (I pay £12 a month for recurring maintenance on PC and monitor) I am told I will get a call back on Monday. (Yeah right!!!)
Monday: Get a call from repair centre, the will pick up monitor on Tuesday. (Yeah right!!)Turn around approx 7 working days.
Tuesday: Monitor collected
Thursday: Get call from repair centre, capacitor failed, monitor repaired, will be delivered Friday.
Friday: Monitor delivered, looks like new
Another one this week:
Monday: Tefal Actifry (google it) goes BANG!
Tuesday: Take it back to Curry's with receipt as it is only 6 months old, leave with a new one after 5 mins.
Sometimes things work?
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