Getting my wife's Compaq CQ56-115DX fixed
My wife's Compaq laptop blowed up good, with no screen activity at all. I visited the HP site, and confirmed the laptop is still under warranty. Once that is done, the best support option I saw was a live chat. And folks, for your entertainment pleasure, is that chat. Note the length of time it took to get somebody on the line, and note how much time is spent doing nothing. I nicknamed the support guy "Peggy", but to be fair, in the end, Peggy got me the info I needed to get the laptop back up and running again.
Problem description: Laptop will not start. screen blank. power led is lit, wlan led is orange, caps lock led is lit, startup led is lit. [Thursday, May 03, 2012 5:07 PM] -- Automatically generated message: Your support request has been submitted and is in queue. Please wait momentarily while the system connects you with the next available support specialist. [Thursday, May 03, 2012 5:13 PM] -- Alan McCollough says: still waiting [Thursday, May 03, 2012 5:36 PM] -- Automatically generated message: You are now chatting with support specialist Augustin D. [Thursday, May 03, 2012 5:37 PM] -- Augustin D says: Welcome to HP Total Care for Notebook. My name is Augustin D. Please give me a few moments while I review your problem description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. [Thursday, May 03, 2012 5:38 PM] -- Alan McCollough says: ah you are there! [Thursday, May 03, 2012 5:39 PM] -- Augustin D says: Hello! Alan. [Thursday, May 03, 2012 5:39 PM] -- Augustin D says: How are you? [Thursday, May 03, 2012 5:39 PM] -- Alan McCollough says: im here. hello. [Thursday, May 03, 2012 5:42 PM] -- Augustin D says: As I understand, the notebook does not boot up. Am I correct? [Thursday, May 03, 2012 5:43 PM] -- Alan McCollough says: yes [Thursday, May 03, 2012 5:44 PM] -- Augustin D says: I understand your concern and will do my best to resolve the issue. [Thursday, May 03, 2012 5:44 PM] -- Augustin D says: Please confirm the notebook's product information given below: Serial Number: ***** Product Number: ***** [Thursday, May 03, 2012 5:44 PM] -- Alan McCollough says: yes [Thursday, May 03, 2012 5:45 PM] -- Augustin D says: Thank you for the information. [Thursday, May 03, 2012 5:46 PM] -- Augustin D says: May I know since how long have you been experiencing this issue? [Thursday, May 03, 2012 5:46 PM] -- Alan McCollough says: 2 days [Thursday, May 03, 2012 5:49 PM] -- Augustin D says: Did you make any hardware or software changes, such as changing the operating system? [Thursday, May 03, 2012 5:49 PM] -- Alan McCollough says: no [Thursday, May 03, 2012 5:52 PM] -- Augustin D says: Thank you for all the information. [Thursday, May 03, 2012 5:54 PM] -- Augustin D says: This issue could be due to accumulated static charge, lose hardware or hardware issue. [Thursday, May 03, 2012 5:54 PM] -- Augustin D says: I will provide you few steps to conclude the root cause the issue. [Thursday, May 03, 2012 5:55 PM] -- Alan McCollough says: ok, I'm ready. [Thursday, May 03, 2012 5:58 PM] -- Augustin D says: Following are the steps: [Thursday, May 03, 2012 5:59 PM] -- Augustin D says: Step 1: Power Drain: 1. Disconnect the AC Adapter. 2. Remove the Battery. 3. Hold the Power button down for 30 seconds to 1 minute. 4. Re-connect the AC adapter and reinsert the Battery. 5. Turn on the Notebook power. [Thursday, May 03, 2012 5:59 PM] -- Augustin D says: Step 2. Remove and Reseat the Memory Modules: Visit the weblink given below and refer the page number: 37 http://h10032.www1.hp.com/ctg/Manual/c02657369.pdf [Thursday, May 03, 2012 5:59 PM] -- Alan McCollough says: OK, let's see them! [Thursday, May 03, 2012 6:00 PM] -- Augustin D says: Step 3. Remove and Reseat the Hard Drive: Visit the weblink given below and refer the page number: 44 http://h10032.www1.hp.com/ctg/Manual/c02657369.pdf [Thursday, May 03, 2012 6:00 PM] -- Augustin D says: Copy the steps and the weblinks to a Word document for your reference. [Thursday, May 03, 2012 6:01 PM] -- Augustin D says: Note the Chat Activity Number: 24074099 as a reference. [Thursday, May 03, 2012 6:01 PM] -- Augustin D says: For any further assistance, please contact us. We will be happy to assist you. [Thursday, May 03, 2012 6:02 PM] -- Augustin D says: Is there anything else that I can assist you with? [Thursday, May 03, 2012 6:02 PM] -- Alan McCollough says: hey, they "Power Drain" step worked! Excellent. [Thursday, May 03, 2012 6:03 PM] -- Augustin D says: Alright. [Thursday, May 03, 2012 6:03 PM] -- Augustin D says: I appreciate your efforts. [Thursday, May 03, 2012 6:03 PM] -- Augustin D says: Is there anything else that I can assist you with? [Thursday, May 03, 2012 6:05 PM] -- Alan McCollough says: No, that will do just fine. Thank you. [Thursday, May 03, 2012 6:05 PM] -- Augustin D says: It was a pleasure assisting you. [Thursday, May 03, 2012 6:05 PM] -- Augustin D says: Thank you for contacting HP Total Care Real-Time Chat Support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat Chat support is available 24 hours a day, 7 days a week. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare [Thursday, May 03, 2012 6:05 PM] -- Augustin D says: Bye! Take care. [Thursday, May 03, 2012 6:05 PM] -- Automatically generated message: The support specialist has closed your support request.
