HP Relevant Chat log

First Attempt: CSO Paxton

My first trial to sort the issue was with Paxton S. After discussing for an hour with him, he suggests changing graphics card. I have enclosed the relevant parts.

Paxton S: Welcome to HP Total Care for Desktops.My name is Paxton. How may I assist you today?
Paxton S: Due to high call volume, there was a delay in accepting your chat request.I apologize for the delay.
Mr.X: Ok not a problem paxton
Mr.X: i am having trouble with my pc
Mr.X: it is crashing regularly with the following message
Paxton S: I look forward to help you
Mr.X: nvlddmkm stopped responding
Mr.X: 256MB NVIDIA GeForce 8500GT DVI-I, HDMI
Paxton S: When did the issue started ?
Mr.X: that is the graphics card on my system
Mr.X: about 2 months ago
Mr.X: it used to crash not that regularly
Mr.X: now it is like 2 times a day
Mr.X: screen goes black
Mr.X: all i can do is reboot
Paxton S: Have you tried reinstalling the graphics driver ?
Mr.X: many times
Mr.X: got the latest from Nvidia…tried the original one which came with HP
Mr.X: it still is crashing
Mr.X: the temperature my Nvidia card runs is when i boot my PC it starts at around 60 degrees and goes up above 80 degrees
Mr.X: and once it hits 82 or 84 it freezes
Paxton S: That is too high
Paxton S: Which software do you use to measure it ?
Mr.X: i found that with ntune
Paxton S: Normal working temperature at load is around 60 and max should not cross 75
Paxton S: Well, I will check your computer warranty
Paxton S: If it is in warranty , I will setup an order to replace the card
Mr.X: that is what the numbers are showing and I have my home A/C at 70 degree farenheit
Paxton S: Your card is overheating
Paxton S: Did you over clocked the card ?
Mr.X: no i have not
Mr.X: i spoke with Mr.Godwin
Mr.X: and provided him with the credit card number
Paxton S: Okay , please stay online
Mr.X: alright
Paxton S: Description of service:
A service order has been initiated to ship you a replacement part and
return the original part to HP.
The cost of this service to you will be: $0.00
Estimated delivery date:
Your replacement part has an estimated delivery date of 09/05/2008
When your product arrives:
There will be installation instructions included with the replacement
part. Should you have any difficulty please call us back and we will guide you through the installation.
If the repair center determines that the problem is not covered by your
repair warranty, you will be contacted by HP.Please ship the original part to HP within three (3) working days after receiving the replacement part/product. If the original part/product is not received within fifteen (15) days, you will be billed the cost of the replacement. Furthermore, once billing for the cost of replacement has
occured, you may not return the part/product for credit. Returned
parts/products to HP will not be sent back to you.Actions to take prior to packaging and shipping your part: You will need to use the materials we send with the replacement part to send your original part back. Return address and packaging instructions will come with your replacement part. The customer service order number (CSO#), which I will provide in a moment, should be plainly viewable on the outside of the box. Checking the status of your service order:
You can check the status of your order by either going to:www.hp.com/go/csostatus or by calling HP Customer Care at 1-800-hpinvent.
(1-800-474-6836)
Paxton S: Please find the CSO order number
Paxton S: CSO number for this order: RLN067-01 estimated delivery date: 09/05/2008
Mr.X: will I be getting an email with this information as well
Paxton S: I will email the chat transcripts for your record

Second Attempt : CSO: Stephen T:

The above attempt did not solve a thing and my PC continued to crash. So I contacted HP again. I have enclosed the relevant chat logs.

Stephen T 12:55:54 AM: Welcome to HP Total Care for Desktop PCs. My name is Stephen T. How may I assist you today?
Mr.X 12:56:02 AM: Hi stephen
Mr.X 12:56:22 AM: this is a followup of one of my previous issues
Stephen T 12:56:29 AM: Hi Mr.X, How are you doing?
Mr.X 12:56:34 AM: the product number is KC833AV-ABA
Mr.X 12:56:42 AM: Serial #:MXG80802G2
Mr.X 12:56:59 AM: the model is S3300t
Mr.X 12:57:30 AM: On august 31st 2008 I tried resolving the heating issue of my 256MB NVIDIA GeForce 8500GT DVI-I, HDMI
Mr.X 12:57:49 AM: you guys shipped me a new card thinking the card was malfunctioning
Mr.X 12:57:59 AM: I appreciate that.
Mr.X 12:58:17 AM: but the heating issue remains and my system is crashing just like before
Mr.X 12:58:33 AM: nTune is reporting temperatures in excess of 85 degrees C
Mr.X 1:04:13 AM: point being the new replacement card sent by HP did not resolve the issue that I had originally
Stephen T 1:05:17 AM: Okay Mr.X, Let me check with the details of the previous chat session as well.So that we do not need to perform the same steps again..
Mr.X 1:05:27 AM: ok sure
Stephen T 1:06:02 AM: It would take around 5 minutes. Please stay connected . I will let you know once I am done..
Mr.X 1:06:25 AM: ok
Stephen T 1:14:21 AM: Thank you very much for stying online..
Mr.X 1:14:40 AM: ok
Mr.X 1:14:46 AM: still here
Stephen T 1:15:07 AM: Thank you.
Mr.X 1:17:04 AM: the system has rebooted twice since we started chatting
Stephen T 1:18:28 AM: I have checked with those details. So at this point we can confirm that the motherboard is not able to withstand this graphics card…
Stephen T 1:18:46 AM: Therby increasing the temperature..
Mr.X 1:19:20 AM: ok so is there a solution that you suggest
Stephen T 1:21:19 AM: When did you purchase this computer?
Mr.X 1:22:16 AM: 20th February 2008
Mr.X 1:22:36 AM: was when I ordered it
Stephen T 1:23:21 AM: In that case it would be better if we pick the computer for service and check what is wrong..
Mr.X 1:23:24 AM: am sure you have all that information before you
Stephen T 1:23:39 AM: I do have. I am re confirming
Stephen T 1:24:09 AM: Is that okay if we pick the computer for service..
Mr.X 1:24:12 AM: so someone will come and pick my PC
Mr.X1:24:23 AM: and I will be without my desktop for how many days?
Stephen T 1:25:57 AM: We will send a box where you can place the computer without any cables and send it back to us. It would take 10-15 business days.
Stephen T 1:26:31 AM: That is why I have not tried any troubleshooting steps because we need to service the PC.
Mr.X 1:27:06 AM: That is a really long time to be without a desktop.
Mr.X 1:27:31 AM: and since you say there is a chance that the motherboard might be at fault, why not replace it?
Stephen T 1:28:13 AM: It will surely be less than that..
Stephen T 1:28:59 AM: If necessary we will replace the motherboard as well..
Mr.X 1:41:48 AM: All I can hope is that this issue is sorted once and for all
Mr.X 1:42:22 AM: please go ahead and ship the box to me
Stephen T 1:44:00 AM: Kindly stay online. i will place an order for this..
Mr.X 1:45:04 AM: ok
Stephen T 1:45:23 AM: Thank you
Mr.X 1:45:58 AM: Stephen what Mother board does my existing PC have?
Stephen T 1:46:54 AM: It is a Irvine-GL6E Motherboard.
Mr.X 1:48:04 AM: thanks
Stephen T 1:48:16 AM: You are welcome..
Mr.X 1:50:50 AM: So will it be replaced with another Irvine-GL6E or a newer model?
Stephen T 1:51:09 AM: With the same one..
Mr.X 1:52:42 AM: Hmmm…if I remember right…you said something in the lines of we know that the motherboard has an issue with the display card
Mr.X 1:53:04 AM: so how do you think replacing with the same board will fix my issue.
Stephen T 1:54:50 AM: There is a specialized team which deals with the chip designing of the motherboard.
Stephen T 1:55:27 AM: They will go ahead and check for various compatibility issues and make sure that your computer is up and running.
Stephen T 1:55:56 AM: Send the desktop computer with all internal components, do not include any external peripherals (cables, printers, monitor, keyboard, ect.)
Mr.X 1:56:10 AM: Ok well based on our conversation I doubt if just replacing my existing board with another same board will sort my issue
Mr.X 1:56:19 AM: but I am willing to go through with it
Mr.X 1:56:27 AM: and hope that the technical team can sort this issue
Stephen T 1:58:01 AM: Okay Mr.X
Stephen T 1:58:05 AM: You can check the status of your order by either going to: www.hp.com/go/csostatus or by calling HP Customer Care at 1-800-hpinvent. (1-800-474-6836)
Mr.X 1:58:44 AM: ok
Mr.X 1:58:51 AM: could you please email me this chat log
Stephen T 1:58:54 AM: RRG801-01
Stephen T 1:59:06 AM: This is the order number for the case..
Stephen T 1:59:22 AM: I will send it your e-mail. Is that fine?
Stephen T 1:59:42 AM: Order status information can be obtained at: https://www.hp.com/go/csostatus
Mr.X 1:59:51 AM: yes same as mentioned in the beginning Email@withheld
Stephen T 2:00:31 AM: I have that information Mr.X..
Mr.X 2:00:50 AM: Ok..just being sure
Stephen T 2:00:54 AM: An order confirmation email will be sent immediately to the email address provided
Stephen T 2:01:38 AM: Do you have any questions for me ?
Mr.X 2:02:01 AM: Yeah I will get an email with the order details
Mr.X 2:02:05 AM: and another with our chat log
Mr.X 2:02:07 AM: am I right?
Stephen T 2:02:14 AM: That is correct.

As you can see from this chat log, I have tried to find out what HP would do. In the first chat log, they replaced my problematic graphic driver with the exact same one. In the above chat log they said they will replace my motherboard with the exact same one even after saying that they believe the mother board does not support my graphics card. Despite feeling that this solution might not work, I agreed as the representative said that an expert will look into it.

Third Attempt: Sidney:

After going through the entire process, the issue did not get sorted, I contacted their representatives again.

Sidney K (8:37:57 AM) : Welcome to HP Total Care for Pavilion Desktop PCs. My name is Sidney . K. How are you today?
Mr.X (8:38:28 AM) : Hi Sidney
Mr.X (8:38:51 AM) : Product #: KC833AV-ABA
Mr.X (8:38:56 AM) : Serial #:MXG80802G2
Mr.X (8:39:25 AM) : Sidney please check my previous conversations via chat with Paxton S,Stephen T and Alfred
Sidney K (8:39:26 AM) : Thank you. What has been done regarding the issue
Sidney K (8:39:31 AM) : *?.
Mr.X (8:39:55 AM) : they are the persons who chatted with me in this same Customer Support line
Sidney K (8:39:56 AM) : Do you have vista or xp?
Mr.X (8:40:02 AM) : and tried solving my issue
Mr.X (8:40:04 AM) : Vista
Sidney K (8:40:10 AM) : Okay.
Sidney K (8:40:17 AM) : Please give me 5 minutes of your precious time to do a quick research with the tools to provide the solution on the issue occurred on your PC.
Mr.X (8:40:17 AM) : we have tried changing the Nvidia AGP
Mr.X (8:40:29 AM) : i have sent my PC to you all for mother board replacement
Mr.X (8:40:33 AM) : hold on
Mr.X (8:40:54 AM) : and on thursday Alfred tried a few software solution
Mr.X (8:41:12 AM) : and i have also done a complete system restore
Mr.X (8:41:17 AM) : as suggested
Mr.X (8:41:24 AM) : hello?
Sidney K (8:41:39 AM) : Please go ahead.
Mr.X (8:42:01 AM) : so basically after all these trials (mistrails?)
Mr.X (8:42:06 AM) : i have the exact same issue
Mr.X (8:42:11 AM) : that I complained about
Sidney K (8:43:01 AM) : Do you have correct display?
Mr.X (8:43:19 AM) : what does that mean?
Sidney K (8:43:41 AM) : Do you have any issues in getting proper display?
Mr.X (8:43:53 AM) : do you have access to the previous logs or do I have to explain the whole thing again?
Sidney K (8:46:35 AM) : I am trying to access them. Please give me 4 minutes.
Mr.X (8:46:51 AM) : Ok take your time
Mr.X (8:47:51 AM) : I am having the exact same problem infact it has been excacerbated
Mr.X (8:48:00 AM) : and it is crashing even more often
Sidney K (8:50:22 AM) : Well since the video card and the mother board has been replaced once on the PC, I need some more timw to find the solution.
Sidney K (8:50:29 AM) : *time.
Mr.X (8:50:44 AM) : well looks like this is an Nvidia issue
Mr.X (8:50:51 AM) : and HP has acknowledged it
Sidney K (8:50:59 AM) : Okay.
Mr.X (8:51:14 AM) : and at this juncture are options seem to point towards complete replacement or refund
Mr.X (8:58:05 AM) : I did a complete system restore to factory settings
Mr.X (8:58:10 AM) : had the exact same issue
Sidney K (8:58:13 AM) : Okay.
Mr.X (8:58:18 AM) : updated the driver to this one
Mr.X (8:58:20 AM) : same issue
Mr.X (8:58:23 AM) : ok take your time
Mr.X (8:58:25 AM) : i will hold
Sidney K (8:58:51 AM) : Thank you.
Mr.X (9:00:22 AM) : As I said in my first chat session this seems to be a heating issue
Sidney K (9:00:37 AM) : Okay.
Mr.X (9:00:45 AM) : Ntune nmonitor reports temperature in excess of 87 degrees
Mr.X (9:00:47 AM) : ok
Mr.X (9:01:35 AM) : I have been researching this issue online for a long time without any solution so far
Sidney K (9:02:59 AM) : Okay.
Sidney K (9:04:23 AM) : Well since already service has been done on the PC. I would like to set up a service again to get the issue rectfied at the service centre.
Mr.X (9:04:42 AM) : Again?
Mr.X (9:04:52 AM) : so basically I ship my PC and wait endlessly again?
Mr.X (9:05:04 AM) : or is someone coming over to my home
Sidney K (9:05:11 AM) : Well that is the only option I can try on the PC and then check for the issue.
Mr.X (9:05:35 AM) : in that case what was done when I shipped my PC to you
Mr.X (9:06:22 AM) : If my PC has to be shuttled back and forth over and over again
Mr.X (9:06:25 AM) : how is it fair?
Sidney K (9:06:33 AM) : Since the issue i withthe motherboard compatibality with the video card, I will have to send the PC to the service centre.
Mr.X (9:06:58 AM) : Well Sidney I am not sure this seems fair
Mr.X (9:07:05 AM) : because isnt that why I shipped my PC
Mr.X (9:07:10 AM) : and you guys claim
Mr.X (9:07:13 AM) : you fixed the same?
Mr.X (9:07:21 AM) : so I have to go through the process again
Mr.X (9:07:28 AM) : what will you guys do differently?
Sidney K (9:08:13 AM) : I can setup the service on the PC again and the issue willl be taken care in the service centre.
Mr.X (9:08:34 AM) : this is not the question I asked
Mr.X (9:08:39 AM) : I asked specifically what you guys will do
Mr.X (9:08:51 AM) : differently
Mr.X (9:09:56 AM) : I am not going to blindly ship my PC and wait for a solution
Mr.X (9:10:24 AM) : I need to know what HP plans to do differently this time
Sidney K (9:10:44 AM) : I will be sending a note to the service department about teh issue and then tell them to look in to the issue correctly and find s solution.
Mr.X (9:11:03 AM) : Do you think your response is satisfactory
Mr.X (9:11:07 AM) : please get me your manager
Sidney K (9:12:05 AM) : Well I will go ahead and escalate the case to the manager and he will be in touch with you in next 24 to 48 hours.
Sidney K (9:15:58 AM) : As I have told it would take a minimum of 24 to 48 hours for my manager to contact you.
Mr.X (9:16:21 AM) : XXX-XXX-XXXX is my phone number
Mr.X (9:16:30 AM) : and I find it very surprising that you claim
Mr.X (9:16:35 AM) : that you have no manager nearby
Mr.X (9:16:51 AM) : it looks like you guys are trying to give me the run around which I do not appreciate
Sidney K (9:18:12 AM) : Well I have been truthful to you Mr.X. All sort of trouble shooting has been done on your PC.
Sidney K (9:25:40 AM) : *Don’t
Mr.X (9:25:55 AM) : I am not worried but I will hold you guys responsible
Mr.X (9:26:02 AM) : since you provided me with the URL
Mr.X (9:26:11 AM) : Hang on let me try that software
Mr.X (9:29:44 AM) : Ok system crashed in the middle of download hang on let me do a hard reset
Sidney K (9:30:15 AM) : Okay.
Sidney K (9:34:19 AM) : What happened?
Mr.X (9:34:52 AM) : I am in
Mr.X (9:35:37 AM) : there is no install just run the exe
Mr.X (9:35:38 AM) : I ran it
Mr.X (9:35:41 AM) : downloaded the file
Mr.X (9:35:42 AM) : there is no BIOS image in the install
Mr.X (9:35:49 AM) : Am I disconnected
Mr.X (9:35:54 AM) : Anybody home?
Sidney K (9:35:57 AM) : Did you run teh .exe file on the PC?
Sidney K (9:36:02 AM) : *the.
Mr.X (9:36:22 AM) : Yes I ran this on my S3300t desktop
Sidney K (9:36:48 AM) : Okat.
Mr.X (9:42:03 AM) : Hello
Mr.X (9:42:09 AM) : the about CLEARLY says
Mr.X (9:42:18 AM) : it will will work with 6X00 and 7X00
Mr.X (9:42:25 AM) : mine is an 8500GT
Mr.X (9:42:59 AM) : 256MB NVIDIA GeForce 8500GT DVI-I, HDMI
Mr.X (10:02:12 AM) : and the heating does not get up because of that
Mr.X (10:02:35 AM) : So basically the only solution I have as reported to the CSO on my first chat
Mr.X (10:02:42 AM) : is to run a fan behind the PC to cool it
Mr.X (10:02:51 AM) : that will ensure the PC runs for a longer time before crashing
Mr.X (10:03:09 AM) : So what does that mean…Looks like some kind of design issue
Mr.X (10:03:40 AM) : What is it that you cannot guarantee
Sidney K (10:03:57 AM) : Or would you like to speak to the manager?
Mr.X (10:04:14 AM) : What are your options?
Mr.X (10:04:24 AM) : Looks like there seems to be no concrete solutions
Mr.X (10:04:59 AM) : even if I send it to you guys
Mr.X (10:05:35 AM) : you will do the exact same debugging as was done when my PC was sent
Mr.X (10:05:36 AM) : you guys will run the HP health check and send it back to me and I when I run it I get the exact same issue
Mr.X (10:05:38 AM) : So as I said before
Mr.X (10:05:40 AM) : I am ready to send to you guys if you could tell me what will be replaced or changed
Mr.X (10:06:19 AM) : if that is not possible get me your manager so that I can get a refund or a replacement
Sidney K (10:07:05 AM) : I can pick up the PC for the service or I can arrange a call from on of the case managers. What would you like me to do Mr.X?
Sidney K (10:07:59 AM) : Speaking about teh replacement, i cannot assure you of what parts will be changed. There are chances they might not change any parts at all.

Fourth/Fifth trial Case Manager:

In the previous chat, the chat representative was saying something in the lines of a factory service again, I asked them what they would do to fix the same and they never had an answer for the same. The representative informed that a Chat representative will contact me. After few more chat with their representatives, one Case Manager called Oscar called me. He said that he would like one more trial at their factory and he will personally supervise the issue. I agreed in the hope that it would be resolved. I got the PC back with a slip stating that my issue was resolved. It was not resolved and I tried calling HP case manager Oscar again. After 5 trials and extremely unprofessional response from one case manager Mike, I contacted their chat support again.

Sixth attempt: Nadel

Nadel K : Welcome to HP Total Care for desktop support. My name is Nadel. Please give me a few moments while I review your issue description.
Mr.X : Nadel I can provide you with my system details
Mr.X : that might help you looking into the previous fixes tried
Nadel K : Sure, please go ahead.
Mr.X : Product #: KC833AV-ABA
Mr.X : Serial #:MXG80802G2
Mr.X : This is the AGP on my system 256MB NVIDIA GeForce 8500GT DVI-I, HDMI

Mr.X : there were 4 attempts to fix this issue by HP Nadel
Nadel K : I apologize for the difficulties you’re experiencing.
Nadel K : Please give me 5 minutes while I check the previous chat session.
Mr.X : First on August 30th by S Paxton SessionID: 10011011219171180961
Mr.X : ok take your time Nadel
Mr.X : First they replaced my Nvidia card.
Mr.X : Then I shipped my PC the first time to HP for some changes to the system like motherboard
Mr.X : this was in September
Mr.X : as the problem happened again I did chat with two other CSO’s who finally Assigned me a case manager who had suggested one more trial. So I sent my PC again to HP and got it back last friday
Mr.X : I am getting the exact same problem despite saying that the problem has been fixed by the technicians at HP
Nadel K : Mr.X, please give me 3 more minutes to review all the previous chat sessions.
Nadel K : This helps me to understand the issue better.
Mr.X : Sure Nadel take your time
Nadel K : Thanks for waiting, Mr.X. I appreciate your patience.
Nadel K : I apologize for the delay.
Nadel K : I understand that the computer freezes and display an Video Driver error. Is that correct?
Mr.X : ok
Mr.X : yeah my system just freezes
Mr.X : nothing works but a physical reboot
Mr.X : it started happening first in July, and I contacted HP in August
Mr.X : so Nadel my S3300t has been rendered useless for the best part of 5 months since 9 months of PC purchase
Nadel K : I apologize that the previous troubleshooting didn’t resolve the issue. Let’s see what we can do now.
Nadel K : Mr.X, we’ll install few recently released update to resolve the issue.
Nadel K : Also ensure that all the external devices connected to the computer like USB Devices are disconnected.
Mr.X : Your case manager Oscar at 877-917-4380 Ext 09 cannot be reached
Mr.X : I did try calling him thrice yesterday and was put on hold for the best part of an hour yesterday
Mr.X : and finally one Mike told he will call back whenever he has time…not the kind of Customer Service I expected from HP
Mr.X : We have tried installing the latest drivers before
Mr.X : we have tried a complete system restore to factory settings
Mr.X : and I believe that was done when my PC was shipped to HP as well
Mr.X : so basically at this point I am at wits ends
Mr.X : and I believe that HP is giving me the run around
Nadel K : Just to confirm, does the computer worked normally after receiving from service center?
Nadel K : Mr.X, I understand your concern and will do my best to help you.
Mr.X : not really for a few hours
Mr.X : Nadel please put yourself in my position
Mr.X : I have been as patient as any customer will be
Mr.X : and this was my first HP purchase
Mr.X : believe me you guys the chat support guys are really helpful
Mr.X : I am completely disappointed with the responses of your Case Managers
Mr.X : who obviously are keen to give the run around
Mr.X : So nadel I would really really appreciate
Mr.X : if you can find someone who has the authority or a case manager who takes genuine interest
Mr.X : and please provide him with my HP PC’s problem and the fixes done
Mr.X : and at this point as discussed with Oscar the Case Manager
Mr.X : who said that if we cannot fix the PC at HP we will look at options
Mr.X : For a PC which has been rendered unusable for the best part of 5 months of 9 months of purchase
Nadel K : Mr.X, since the case is already escalated, I’ll ensure that you receive the call from my Quality manager.
Mr.X : My only suggestion is a full refund
Mr.X : ok do you have my phone number ?
Mr.X : In any case it is XXX-XXX-XXXX
Mr.X : call me anytime
Nadel K : Sure, please give me 3 minutes to update the case and re-escalate it.
Mr.X : take your time Nadel
Nadel K : Thanks for waiting, Mr.X.
Nadel K : I’ve re-escalated the issue and our Quality manager will contact you.
Mr.X : Not a problem
Nadel K : Also you may contact Oscare during the business hours.
Mr.X : Thanks for the offer Nadel but i did try contacting Oscar yesterday three times between 9AM and 4 PM CST and was given the run around
Mr.X : I will take your word for a quality manager to contact me
Mr.X : Thank you
Nadel K : You’re welcome.
Nadel K : I really appreciate your co-operation.
Nadel K : I’ll ensure that you’ll receive the call back at the earliest.
Mr.X : Thanks Nadel you have a good day
Nadel K : You’re welcome.
Nadel K : Nice chatting with you, take care and have a nice time.
Nadel K : Thank you for using HP Total Care and giving us an opportunity to serve you through Real-Time Chat. A copy of our chat session will be e-mailed to you shortly. You will also receive a chat survey. We would appreciate your feedback. Please contact us again if you require any further assistance. We are available 24hrs a day, 7 days a week.
Nadel K : Our exclusive Owner Services will help keep all of your HP and Compaq products up and running. Please visit our Web site at: http://www.hp.com/home/ownerservices
Nadel K : Bye Mr.X.

Further attempts by Steven.M and Maxey:

Steven M : Please give me five minutes, while I go through the previous chat session.
Mr.X : Take your time Steven
Steven M : I am sorry to keep you waiting Mr.X.
Mr.X : that is ok
Mr.X : Last tuesday (18th Nov )I tried speaking with one of your case managers who said I will be called back immediately
Steven M : I certainly see that you had requested for a refund and the case is being dealt with a case manager. Am I correct?
Mr.X : then on Wednesday I chatted with Nadel who said that the case manager will call me immediately
Mr.X : then on Friday it was Nelson K who apologized again and said someone will call me and asked me to give two business days
Mr.X : that was on Friday Nov 21st
Mr.X : today is Nov 26th
Mr.X : I do not need a case manager…all i need is a refund…my point is simple
Steven M : I sincerely apologize for the inconvenience.
Mr.X : I first complained on in August Steven
Mr.X : we have tried changing the graphics card
Mr.X : I have sent my PC twice to HP factory
Mr.X : and I even have a slip from your technician who says that the problem has been fixed
Mr.X : but fact is I still am getting the same issue
Mr.X : and I am definitely well within the warranty
Mr.X : Steven please for once put yourself in my shoes
Steven M : I understand your situation. Refund issues are handled strictly by the case managers.
Mr.X : Dont you have any manager or supervisor at wherever you work who can take care of this issue
Steven M : Once a case gets escalated to a case manager, there is nothing much a technician can do about it. They are the highest point of contact when it comes to refunds

Maxey I : Welcome to HP Total Care. My name is Maxey. Please give me a few moments while I review your problem description details.
Mr.X : Maxey
Mr.X : could you please review my previous chats
Mr.X : Product #: KC833AV-ABA
Maxey I : Hello Mr.X, how are you doing today?
Mr.X : Serial #:MXG80802G2
Maxey I : Alright. I will do that. Please give me 5 minutes.
Mr.X : Good Maxey Hope you are having a good day too
Maxey I : Please give me 5 minutes while I go through your previous chat with us.
Mr.X : Take your time Maxey I will wait
Maxey I : Thank you for your patience.
Mr.X : Not a problem Maxey
Maxey I : I have gone through your previous chats with us. I see that you keep receiving the error message “nvlddmkm stopped responding” and you have worked with many technicians earlier in this regard for which your Pc was picked for repair at HP to fix the error and the freezing problem. But, the issue still persists even after the repair. Am I right?
Mr.X : The last CSO Steven asked me to provide this detail if I contacted again
Mr.X : The service ticket number is – 8018434846. Activity ID – 159407.
Mr.X : Could you please update me on the status
Maxey I : Sure Mr.X. I see that this case was escalated to the Case Manager on 19th Nov. But, you did not receive the call. Right?
Mr.X : The case number is 8018434846 right
Mr.X : Is there any updates in the case notes Maxey
Maxey I : Yes. I see that the case was re-escalated again on 11/26/2008.
Mr.X : Is it still escalated and if so will a Case Manager
Mr.X : call me again
Maxey I : Yes, you will receive a call again from the Case Manager.
Mr.X : Ok is there a number I can call them at or do I wait for the call
Maxey I : Mr.X, I would request that you please wait until tomorrow for the call. You should receive a call by tomorrow
Mr.X : I have spent more than 3 hours on an average with what 6 previous CSOs and god knows really long hours by myself trying to solve the issue
Mr.X : So at this juncture if you ask me after a graphics card replacement
Mr.X : and 2 attempts at HP’s factory to solve this issue
Mr.X : and other attempts by HP chat support like you
Maxey I : I really regret for all the inconveniences this might have caused you. Mr.X, the issue might be with the Motherbaord in the Pc.
Mr.X : A PC that has been rendered useless for 5 out of 9 months of purchase
Mr.X : So at this stage when I am still within warranty I believe I am entitled for a full refund
Mr.X : I have complied to every request that HP has asked me to do
Mr.X : The last factory service claimed that they did find the problem and replace it
Mr.X : So please put this in the case notes that me the customer is demanding a refund
Maxey I : Mr.X, it is already been mentioned in the case notes.
Mr.X : Ok thanks Maxey I will wait yet again