After my interesting experience dealing with Dell's service, I had a refreshing experience with HP's service and thought I'd write something about it to dispel the image of industry curmudgeon that I've apparently earned in some quarters.
It was Saturday morning and I was trying desperately trying to print a couple of images so I could take them to a meeting. When I started up HP Image Zone (it came with my HP Officejet printer), it presented me with a weird error. It couldn't find some folder. It would display the error message and then shut down. I really don't know what happened. I hadn't changed the configuration or loaded anything new on this computer for quite some time. Either my office is haunted or the cats have taken to messing up my computer configuration overnight. Naw. It must be spirits. Those kitties would never do anything to me. After all, I'm the one that feeds them gourmet cat food every morning.
Having quite a bit of experience dealing with HP's All-in-One printer support team, I knew that they were going to ask me to remove the software and re-install it. So, I downloaded the newest version of the software for my printer /fax machine /scanner /photocopier /trash compactor and then asked my system to remove the older version of HP software.
The removal process worked just fine. The re-installation presented an hourglass, saved a check point and then exited. I cleaned up the mess in the temporary directories and tired again.
Since I purchased an extended warranty service on this device, I knew that the folks on the other end of the HP chat line would be helpful. Sure enough, their technician spent about 45 minutes with me Saturday morning trying all sorts of incantations. My office was full of sulfurous smelling yellow smoke and the printer software still wouldn't load.
The agent asked me to call their toll-free number and speak to someone having a bit more experience. This gentleman and I spent another hour trying different things. During this time, the yellow smoke dispersed and orange smoke took its place. Still no joy in Florida.
The second agent took down my telephone number and told me that a wizard of a higher circle of industrial magic would call me the next day.
At the appointed hour, my machine and I were awaiting the Senior Industrial Sorcerer's call. The call came in right on time. This gentleman uttered magic words I'd only rarely heard in the halls of DEC's central engineering facility in Nashua, NH years ago. The software refused to load.
He tried a different tactic and asked if he could take over my system remotely. I gave him permission. He lead me to a URL and deep, dark software magic took over my machine. He used that magic to fight the evil spell that had taken over my machine. After an our of Technicolor smoke, the evil was forced to leave my machine and the software loaded
Good job HP! I couldn't ask for better remote service.
What's your experience been with HP's remote service? What color smoke filled your office?