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2011年6月17日星期五

HP call center supervisor can not help customer

Consumer electronics have this terrible, terrible habit of breaking down shortly after the manufacturer's warranty is up. In Eva's case, the battery of her HP laptop self-destructed just two weeks after her original warranty ended. She thought that perhaps since her battery had started failing during the warranty period, they might give her a break. Nope. Thus began her battle of wills with R., the HP call center supervisor who can't help you, but answers to no one.

A month or a month and a half ago, my HP G-series laptop started shutting down suddenly. It was annoying, but I thought it was basically an exotic version of a computer crash, so I saved my work a lot and didn't worry about it.

Enter last night, when, two weeks out of warranty, my battery status indicator informed me that ""There is a problem with your battery, so your computer might shut down suddenly. Consider replacing your battery." My computer might shut down suddenly? Like it had been doing already? Ooooh. So what I'd been experiencing was a failing battery.

Well, the computer was only two weeks out of warranty, and the problem had manifested while I had a warranty, so it seemed reasonable to me that HP would agree that 1) one year and two weeks is the world's shortest notebook battery life and not acceptable, and 2) the problem happened while the computer was in warranty. Off I went to call customer service.

I should say that the first two times I called the HP 1-800 number for help, I carefully went through the phone tree like a good girl, pressing all the correct options. After promising to transfer me to the correct department, the phone tree then hung up on me. Twice.

The next time I called, I just said "agent" over and over to the phone tree robot lady, like a demented parrot. This got me through to Rep 1, who told me to buy a new battery and wouldn't (probably couldn't) offer other options. I asked for a supervisor, and he put me on hold...forever. No one ever picked up the phone again.

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After going through the "agent" routine with the phone tree again, I got Rep #2, who offered that I could pay $49 or $99 or perhaps $49 and also $99 (it was unclear) for technical support, after which I could buy a battery from him for only $99. I turned down this incredible bargain politely and asked for his supervisor. After 30 minutes on hold, he said that the supervisor was still busy, and the best thing would be for me to hang up and send a letter to HP. I declined this option, which sounded like a non-starter, and asked to wait for the supervisor.

After forty minutes, I got "R.," the supervisor, on the line. R promised to check my battery to see if it was eligible for a recall and then to explore other options with me. He then put me on hold. When he came back, he wanted me to hang up with him and go check an HP website about battery recalls. I told him I'd already checked the website (I had) and my battery wasn't on the list (it wasn't). He then revealed he had checked the website and found the same thing. I'm not sure why he wanted me to check also, but I suspect it was an attempt to get me to hang up.

Anyway, then he launched into the same sales spiel the customer rep had already given me — my battery was out of warranty, but I could pay for this nifty service package! And then they could diagnose it! And then I could buy a new battery!

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2011年3月11日星期五

Poll Suggests For Current iPad Owners

Poll Suggests For Current iPad Owners by

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Gizmocrunch reports that Apple’s decision not to take iPad 2 pre-orders may stem from the recent Verizon iPhone launch. When pre-orders began for the Verizon iPhone, there were so many orders that it took both the Verizon and Apple online stores down within two hours. Verizon sold more iPhone 4s during its initial launch than any other phone in the carrier’s history, but that is not what the media reported. The media focused on the fact that lines weren’t long at Verizon stores on the day of the Verizon iPhone launch, creating a false perception that the Verizon iPhone was not a success. In reality lines were short at Verizon stores because most people pre-ordered online.

Apple does not want this to happen again. Apple wants long lines for iPad 2. Long lines for a major Apple product release feeds the Apple hype machine. There is no better advertising for Apple than the free advertising they will receive on March 11 when all the major news networks report that people lined up for hours outside Apple stores to buy the iPad 2. The iPad 2 goes on sale at 5PM, conveniently right before the 6PM nightly news and you can bet reporters will be there to cover it.

Cult of Mac reports that there are thousands of first generation iPads currently being sold on ebay and electronics buy back sites which is another a good indicator that lines will be long on Friday. A quick search for “iPad” on ebay returns over 59,000 listings. On March 11, many who owned the original iPad will upgrade to the newer model, while many others who didn’t get the first generation iPad will be buying their first iPad.

Do you think there will be long lines for the iPad 2 launch? Will you be in line on March 11 to buy iPad 2? Let us know.

The iPad 2 still starts at $499 for the 16GB Wi-Fi-only version, so some tablet owners might have to sell their iPad in order to afford the next-generation device. About 14 percent, or 1,131 PCMag readers said they will go this route and sell the old iPad to afford the new one.

Not sure how to do that? PCMag has a guide on how to sell your first-gen iPad, and Target and Best Buy have said the iPad will be part of their buy back programs. We also have a slideshow listing Ten Ways to Dump Your Old iPad.

Some readers, however, are not ready to part with their iPad. About 18 percent, or 1,442, will be keeping their iPads and also purchasing an iPad 2. Like Lance, one reader said that his wife wanted his iPad so he had a "valid excuse to get the iPad 2."

Others, meanwhile, just weren't that impressed with the slimmer form factor, faster chip, and front- and rear-facing cameras. About 28 percent, or 2,173, said they would hold out for the iPad 3. Here at PCMag, we have already started thinking about that. Check out Apple iPad 3: What We Want.

About 34 percent also have no iPad plans. "I'm Doing Nothing" earned 2,629 votes.

Finally, about 8 percent, or 596 people, are sufficiently impressed with iPad competitors to trade their Apple tablet in for something like the Motorola Xoom or the Galaxy Tab. Some people in the comments rightly warned that the Xoom does not have Flash access at the moment, but not for long. Verizonannounced today that Adobe Flash Player 10.2 will be available on the Xoom on March 18.

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2011年3月4日星期五

Apple 17in MacBook Pro Reviews

We’ve already reviewed the new Apple MacBook Pro 15in, and the 17in model shares much of the same DNA. There’s just one pre-configured specification available, with the same Sandy Bridge processor and AMD graphics as its smaller sibling, and it also gets the new Intel Thunderbolt port ready for ultra-fast peripherals to arrive.

The biggest difference is the screen, and what a screen it is. It’s one of the few laptops we’ve seen recently with a traditional 1,920 x 1,200 resolution, and it positively beams with quality. Measuring our sample with a colorimeter, we found a huge maximum luminance of 342cd/m² and a contrast ratio of 760:1. As for colour accuracy, a Delta E score of 5.6 is good for a laptop, although slightly less accurate than the screen on the 15in model.

That display is powered by both an Intel HD Graphics 3000 integrated chip and AMD’s Radeon HD 6750M graphics, and it’s suitably fast for such a big machine. It handled Crysis with ease, managing 52fps in our 1,600 x 900 test at Medium settings; upping that to native resolution saw the frame rate stay playable at 35fps, so you should be able to play the latest games in most of their glory. The GPU helps hugely with photo and video editing, too.

New benchmarks

Click here for full details of the all-new PC Pro Real World Benchmarks

That’s shown by the MacBook Pro 17in’s performance in our all-new Real World Benchmarks. A 2.2GHz Intel Core i7-2720QM and 4GB of DDR3 RAM combined for an overall score of 0.84, with a higher 0.88 in the Media segment, which uses Photoshop CS5, Sony Vegas and iTunes. It’s no faster than the 15in version, unsurprising given the identical core components, but the extra screen size makes it a very enticing prospect.

The rest will be familiar to Apple followers, with the slot-loading DVD writer on the right side and an array of ports on the left. You get three USB 2 and one FireWire port, that DiplayPort-compatible Thunderbolt connector, along with Gigabit Ethernet, two 3.5mm jacks and, disappointingly, an ExpressCard/34 slot. Photographers may feel they’d get more use out of the SDXC slot present on the smaller models.

The keyboard looks a bit lost in the middle of all that aluminium, coming, as it does, with no number pad, but it’s every bit as comfortable as the rest of the range. The huge touchpad beneath it supports all the usual gestures, even if you choose to dual-boot into Windows 7.

Doing that won’t get you great battery life, as the Boot Camp drivers don’t do switchable graphics, but we got impressive results in Mac OS X. Even with all that grunt and a 17in screen to power, the MacBook Pro lasted one minute shy of eight hours in our light-use browsing test. At 3kg, it’s not exactly light, but it certainly won’t let you down if you do choose to lug it away from the mains.

As usual, however, we have to question the price of an Apple product. There’s no doubt that there’s a lot of power here, and that battery life will wipe the floor with most laptops of this size, but can it really justify the £2,099 inc VAT price tag? For comparison, we looked at Dell’s new XPS 17 with the same CPU and RAM, a slightly smaller 640GB hard disk, Nvidia GeForce GT 555M graphics and a Full HD, 3D-capable screen. We can’t vouch for the screen quality and the graphics chip isn't quite as fast, but that would set you back just £1,314 inc VAT.

Don’t get us wrong – if you’re an imaging professional, it’s hard to argue that there are many more suitable choices out there than the new Apple MacBook Pro 17in. It’s a truly brilliant laptop in most key areas, but don’t let that fool you into thinking you’re getting great value for your money. As with previous top-end MacBook Pros, this 17in model comes at quite a premium.