Today, right before my Contracts class, I realized my battery in my laptop was almost dead. I did, what I do almost every day, and flipped the computer to swap the batteries out. When I put the other battery in, the latch that moves aside did not pop back. Thank goodness the computer still works, but now I can’t get the battery out.
When I got home, my dad and I looked at it, and neither of us could get the latch to move. So I went online to HP support. I found the exact problem, labeled Customer Solution 6692. Unfortunately, it said after that to contact HP. So I went to the ‘speak with an online technician’ section and waited 15 minutes for someone to respond.
When Shirley finally answered my chat request, I explained the problem also including the customer solution 6692 number. After several minutes she said that she would help me. After several more minutes she sent me a text message that said to go look at the support manual pages 113-114. I did so, in less time then it took for her to respond to me. And there on page 113 and 114 were the directions for changing the battery. Since I had now been waiting over ten minutes for this “help,” with all the kindness I could muster, I sent a text to her letting her know that I KNEW how to change the battery. I reminded her that I was requesting help because the latch was stuck and the battery wouldn’t come out – again, customer support 6692.
Again, there was a long wait.
Shirley: Try to push the latch back.
Me: I’ve already tried that. It won’t budge.
[FIVE MINUTE PAUSE]
Shirley: Anne, please try to push it back again.
Me: Ok
Me: Still doesn’t work.
After another five minutes, Shirley told me I would have to send the computer in. I let Shirley know that I was in my first week of LAW SCHOOL and that was not acceptable. I also told Shirley that I should have purchased a Dell. Shirley was nice. She told me that I could take it to a customer support center – RadioShack. Then Shirley asked if she had helped me. We had been chatting for over half an hour! I could not tell a lie, but I tried to be very nice about it.
Next I called Radio Shack who assured me they could help. I jumped in the car and rushed there before they closed. When I got there I was greeted by two guys who didn’t look much out of high school, in fact I’m not sure they were. They fiddled with the latch, much in the same way my father and I had and then told me they weren’t any sort of official support center and there was nothing they could do to help. They sent me to Best Buy.
At Best Buy, the guy really wanted to take a screwdriver to the battery, but refrained. He was very sympathetic and supportive, but really said there wasn’t anything he could do.
So I went home and checked HP website, where I determined that both Radio Shack and Best Buy were listed as support centers. HA! Then I found the phone number and dialed old HP up on the old fashioned telephone. I have been on hold with HP for nearly an hour now.
A fellow named James has finally answered my call. He is in India! I wonder what will happen?
2 comments:
Bah! Why didn't you buy a DELL? Was James more helpful than Shirley--this is not a soap--you should not leave us wondering!
No. James was not more helpful than Shirley. In fact, he gave me a phone number where I could find a "service center." I called the phone number on my cell while on the phone with James. I told him that the phone number gave me no information about a service center and James just kept insisting, "Yes, you find the service center and go there." When I looked online again for a service center I was sent back to Best Buy and Radio Shack. I hung up the phone in tears and beyond the point of frustration.
Then I sat down and looked at the computer at the battery and tried to think through the problem. I reasoned that the battery was making a connection, but it was not seated properly, thus the latch was not clicking. If the latch was not clicking, it did not think the batter was actually in the computer at all. I could see a little space when I tugged at the computer, so I stuck a screwdriver in that space and popped the battery out. Easiest fix in the world. Everything is fine with it now, and I have learned how to put the battery in so that this does not happen. I can't imagine if I had sent the computer off for that simple of a problem
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