Technical SupportPosted: July 27, 2015
Today my new laptop that my mom got me came in the mail.
It was supposed to come with a year of Microsoft Office 365. One of the first things I noticed when I opened everything up was that the seal was broken on the product key.
Shoulda just packed it up there.
I messed with it for a while before taking my mom to the doctor, and then more when we got home. Ian had enough and called Microsoft. It turns out that yup, my product key was used. That would be why it wouldn’t work. Microsoft said call HP.
Ian called HP.
Keep in mind that I got a lovely little flyer in my package talking up HP’s totes amazing customer support team, who will absolutely do what it takes to fix your problems.
This guy didn’t get the memo. Ian was on the phone with him for a good forty minutes. Nothing was resolved.
Ian called Amazon. He did get another product key, but that one wasn’t any good either. Other than that, there wasn’t anything they could do since I’d already set up the computer.
I called HP. I spent over an hour on the phone, first with a guy who lied to my face (ear?) several times, then his supervisor, then another tech, then another tech. I agreed to let them remote access my computer to verify the problem.
That was something else. I’ve had tech support look around for stuff before, make mistakes, whatever. No biggie. But I’ve never had one google ‘download product key’ on MY computer. I’ve never had one hover the cursor over Microsoft tech support for long enough to make me believe that he was actually about to open a chat session with them while on the phone with me. Man, oh man. Highly entertaining.
Finally they agreed to escalate my complaint, and told me I’d be receiving a call from a case manager tomorrow.