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Hewlett-Packard Company Informative - Who's to blame for my computer being offline? Microsoft, actually. - Microsoft, Win 7, HP, and Time Warner Cable
Microsoft, Win 7, HP, and Time Warner Cable
ETA: Link included at the end of this review
I just replaced my 11 year old Compaq Presario with a brand new Compaq Presario. I've had good luck with these girls, so I'm sticking with what works.
For a month, I have enjoyed the computer, with its pre-installed Windows 7 operating system. Christmas night, I shut it down, and the next day, I restarted it and couldn't get online. I am not computer stupid, and Win 7 puts everything up front for easy access, but I couldn't figure out the problem. I scheduled a visit from Time Warner, my carrier, and they came out the next morning. The young man worked on it for three hours to no avail. Strangely enough, he could get online with my modem with his computer (XP operating system), but not mine. I could also get on with my laptop, Vista system, but not my new one. His conclusion: it's my new computer.
I called HP. For three hours I was on the phone with, of course, an Indian man with a thick accent, but he only had to repeat himself for me a few times and he was really smart and patient. Together, we ran down every test, every scrap of anything he could think of to make sure my computer was working. Everything checked. Everything worked. His conclusion: it's Time Warner.
The computer was giving me a 651 error and telling me it wasn't recognizing my IP. The HP tech told me to have Time Warner reconfigure my modem.
I called TWC. They told me they didn't need to because it was my computer's fault and to call HP. I was so tired and frustrated I actually started to cry.
Eleven hours I spent calling back and forth, and to his credit, the tech from HP called me the next day to ask me to completely reinstall Win 7. I refused because I have three expensive programs that would have been wiped if I had done this, programs I couldn't put back on without buying an external hard drive.
I Googled the errors and found a lot of people having the same issues. HP and TWC were both right. It wasn't HP, it wasn't TWC. It's Win 7. I figured I would give Microsoft a call and they could help me.
What was irritating is the fact that Microsoft will help you, if you have bought the Win 7 upgrade, but there is no free service for those of us who bought it pre-installed. They would have charged me $59 to answer a question, and I couldn't get to a phone number on their site unless I agreed to pay the $59. That sucks, Microsoft.
If you go to their site, there is a place to put a product key in for free service. There is a product key on my computer for my operating system, but the site wouldn't recognize it. I paid for the program with my computer, one month old, so I should get free service. With all of the bugs in Win 7, they should be bending over backwards to help people. I tried Googling a phone number and nothing would take me directly to Microsoft's help desk without cost to me.
Anyway, I went on Microsoft's forums. The answer was in the conversations people were having with one another, and as is, there are about four ways to fix my problem. You've got to love computer geeks. I fixed it.
Yesterday, I was in Kohl's having at some shopping, and the tech from HP called me again to inquire about my problem and I told him how I fixed it. He wrote everything down and his supervisor even got on the phone with me. I know people crab about HP service, but man, I got some seriously good service from these people.
Microsoft, I love your Win 7, but you need to accommodate your customers more broadly than you do. As is, I was going to update my Vista laptop by buying the Win 7, but I think I will keep my money.
I included all three of the companies I dealt with in my title so that this could be searched for this particular problem and perhaps the person helped by what I found. My complaint, however, has to be focused on Microsoft.
The link that helped me: Pay attention to Krull Kitty and Kinetic Artist's posts, the step by step . Hers is the one that helped me! You will notice, however, there are more ways to fix my problem.
http://social.technet.microsoft.com/Forums/en-US/w7itpronetworking/thread/2c0af923-24bb-4de2-95a7-9a9d4f64a8b0
I just replaced my 11 year old Compaq Presario with a brand new Compaq Presario. I've had good luck with these girls, so I'm sticking with what works.
For a month, I have enjoyed the computer, with its pre-installed Windows 7 operating system. Christmas night, I shut it down, and the next day, I restarted it and couldn't get online. I am not computer stupid, and Win 7 puts everything up front for easy access, but I couldn't figure out the problem. I scheduled a visit from Time Warner, my carrier, and they came out the next morning. The young man worked on it for three hours to no avail. Strangely enough, he could get online with my modem with his computer (XP operating system), but not mine. I could also get on with my laptop, Vista system, but not my new one. His conclusion: it's my new computer.
I called HP. For three hours I was on the phone with, of course, an Indian man with a thick accent, but he only had to repeat himself for me a few times and he was really smart and patient. Together, we ran down every test, every scrap of anything he could think of to make sure my computer was working. Everything checked. Everything worked. His conclusion: it's Time Warner.
The computer was giving me a 651 error and telling me it wasn't recognizing my IP. The HP tech told me to have Time Warner reconfigure my modem.
I called TWC. They told me they didn't need to because it was my computer's fault and to call HP. I was so tired and frustrated I actually started to cry.
Eleven hours I spent calling back and forth, and to his credit, the tech from HP called me the next day to ask me to completely reinstall Win 7. I refused because I have three expensive programs that would have been wiped if I had done this, programs I couldn't put back on without buying an external hard drive.
I Googled the errors and found a lot of people having the same issues. HP and TWC were both right. It wasn't HP, it wasn't TWC. It's Win 7. I figured I would give Microsoft a call and they could help me.
What was irritating is the fact that Microsoft will help you, if you have bought the Win 7 upgrade, but there is no free service for those of us who bought it pre-installed. They would have charged me $59 to answer a question, and I couldn't get to a phone number on their site unless I agreed to pay the $59. That sucks, Microsoft.
If you go to their site, there is a place to put a product key in for free service. There is a product key on my computer for my operating system, but the site wouldn't recognize it. I paid for the program with my computer, one month old, so I should get free service. With all of the bugs in Win 7, they should be bending over backwards to help people. I tried Googling a phone number and nothing would take me directly to Microsoft's help desk without cost to me.
Anyway, I went on Microsoft's forums. The answer was in the conversations people were having with one another, and as is, there are about four ways to fix my problem. You've got to love computer geeks. I fixed it.
Yesterday, I was in Kohl's having at some shopping, and the tech from HP called me again to inquire about my problem and I told him how I fixed it. He wrote everything down and his supervisor even got on the phone with me. I know people crab about HP service, but man, I got some seriously good service from these people.
Microsoft, I love your Win 7, but you need to accommodate your customers more broadly than you do. As is, I was going to update my Vista laptop by buying the Win 7, but I think I will keep my money.
I included all three of the companies I dealt with in my title so that this could be searched for this particular problem and perhaps the person helped by what I found. My complaint, however, has to be focused on Microsoft.
The link that helped me: Pay attention to Krull Kitty and Kinetic Artist's posts, the step by step . Hers is the one that helped me! You will notice, however, there are more ways to fix my problem.
http://social.technet.microsoft.com/Forums/en-US/w7itpronetworking/thread/2c0af923-24bb-4de2-95a7-9a9d4f64a8b0
Comments:
Posted by MRM on 2009-12-31:
Yes, definitely keep your money, and instead download your free copy of Windows 7 Ultimate on torrent. Also, you will need a patch called "Remove WAT" (Windows Activation Technology) to make your Windows Seven genuine. Toodles...
Yours Truly,
The Computer King
Yours Truly,
The Computer King
Posted by Alain on 2009-12-31:
Keeping this review in mind when we shop for a new computer next year.
Posted by Anonymous on 2009-12-31:
Sherdy, If you still have the links to your solution you should post them because it might be of benefit to a future googler with your same problem stumbling upon this review. Heck, I'm curious to the solution as well just in case the same problem slaps me in the face down the road.
I must say I love well written reviews that are easy reads. Excellent job Sherdy!
I must say I love well written reviews that are easy reads. Excellent job Sherdy!
Posted by *Brenda* on 2009-12-31:
Excellent review!
Posted by PepperElf on 2009-12-31:
another reason why i'm glad i never went past xp on my windows machine.
went to linux on it but never anything microsoft after xp
good luck in keeping your computer up.
went to linux on it but never anything microsoft after xp
good luck in keeping your computer up.
Posted by Anonymous on 2009-12-31:
Very helpful Sherdy. This is excellent information. You gave Microsoft more of a benefit than I would have. This would have been a complaint against Microsoft and a separate HP compliment posted for their assistance. Good review!
Posted by Ytropious on 2009-12-31:
Good to know, I have TWC but I haven't installed my Windows 7 on it. Got it for 10 bucks for being a Microsoft retailer through their expert zone website. Now I'll know what to do if I have issues.
Posted by Anonymous on 2009-12-31:
Thanks everyone. Stew, I will get the links into the review a bit later. I aim to be helpful, for sure. The problem is so new that the solution is not obvious. It's easy, but it's not obvious. I haven't had a lick of trouble since I fixed it! I can't completely complain about Microsoft because I seriously LOVE 7. They just need to do a better job of providing customer service. However, when you are the biggest game in town, you can pretty much be crappy and get away with it.
Posted by Anonymous on 2009-12-31:
I understand Sherdy. It's just disappointing when a customer has to get as frustrated as you did that it brought you to tears. You don't strike me as an overly sensitive customer so I know Microsoft had to have pushed you to the edge with their lack of customer service. Glad you are back up and running and THANK YOU again for the info. I look forward to the links so when I upgrade to 7 I will be ready. :)
Posted by madconsumer on 2009-12-31:
"Yes, definitely keep your money, and instead download your free copy of Windows 7 Ultimate on torrent."
this is theft and IS illegal.
great review sherdy. win7 is not all that.
this is theft and IS illegal.
great review sherdy. win7 is not all that.
Posted by Nohandle on 2009-12-31:
Excellent review Sherdy. I have MSN Premium so I don't pay extra for telephones calls but there is a website on MSN, I can't find it right now, that offers advice on any problem. Obviously that's the one you found. These are strictly individuals and those guys generally know their business. If they offer the wrong advice, some other member will tell them to shut up immediately. It's quite interesting.
Posted by TwinkleZ on 2010-01-09:
Yes, nice job on the review. I, unfortunately, can only relate to the tears when it comes to HP. They now have technicians who are apparently in the U.S. so accents are no longer a problem although the robotic scripts are the same. see my review from earlier today if you are curious.
Posted by Anonymous on 2010-01-22:
I'm glad people are finding this helpful! There must be a lot of people out there with this issue given the number of hits to this review.
Posted by HP Fan on 2012-07-11:
I have been using various HP products for years and have always found their tech service excellent. Mi¢ro$oft, on the other hand, has incredibly poor tech service and they have the gall to charge for it! Good for you for finding out what to do on the M$ forums!
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