Tech Support

Yesterday night I wanted to install a printer, only to devastatingly find out that I did not have the CD with the software and drivers anymore. The easy solution to this problem was to go to the HP website and download it. This would have been easy, but the link to that one specific file I wanted just happened to be broken.

I resorted to one of the last things I EVER try in this kind of situation. I restored to tech support. Almost every time I have ever contacted tech support I have been severely insulted. Therefore, I avoid such contact as much as possible. I decided to go with the instant-messenger chat help like I do when possible.

This time, I decided I’ll have fun instead of being insulted; and I did. This is the log of what was said.

I’m green and HP is blue. The beginning of the chat got cut off, but basically I have just informed her of the broken link.

Andrew Horobin: its where my problem occurs
Andre: (1) Click on Download only, when the download window appears it prompts Save, Run or Cancel.
Andre: (2) Click on Save and Save the file onto the Desktop of the computer.
Andrew Horobin: if i click the download button I’m put into a blank File Transfer Protocol Directory
Andrew Horobin: Index of ftp://ftp.hp.com/pub/softlib/software7/COL15859/mp-42045-1/AiO_071_000_201_000_CDA_Default-Full_Network_AmericasEuro1.exe/
Andre: Did you click on Save or Run option once the file transfer window appears?
Andrew Horobin: there is no file dialog box
Andrew Horobin: it does straight to the FTP directory
Andrew Horobin: It doesn’t even ask if I want to save or run :[
Andre: Andrew, I would like to inform you that, the same weblink to download the HP software is working at our end.
Andrew Horobin: hmmmm
Andre: I suggest you to delete the temporary files on the computer then start the download again on the computer/
Andrew Horobin: is it a firefox problem maybe?
Andre: Yes, it could be.
Andre: I suggest you to open the Internet explorer browser and try to download the HP software.
Andrew Horobin: ok hold on I’ll see
Andrew Horobin: still no
Andrew Horobin: wait
Andrew Horobin: if its downloading via FTP my ISP is probably blocking it
Andrew Horobin: Do you have an HTTP link?
Andrew Horobin: or some kind of mirror
Andre: Please provide me a moment, Andrew.
Andrew Horobin: k
Andre: Here is another weblink:
Andre: *****

http://ftp.hp.com/pub/softlib/software7/COL15859/mp-42045-1/AiO_071_000_201_000_CDA_Default-Full_Network_AmericasEuro1.exe

******
Andre: Just copy and paste the entire link onto the address bar of your browser and press Enter.
Andrew Horobin: awsm it works
Andre: Did you save the file onto desktop, Andrew?
Andrew Horobin: no, but its going to my applications folder
Andrew Horobin: all the same, it worked
Andre: Once the download is complete, it will prompt to RUN or CANCEL, please click on RUN to start the installation on the computer.
Andrew Horobin: i know
Andrew Horobin: mmmk, thx for all your help
Andre: Please disable the antivirus and firewall before you start the installation.
Andre: Also do connect the USB cable only when the software prompts to connect it while the installation.
Andrew Horobin: no usb, i’m wifi
Andrew Horobin: and i shall keep my firewall enabled and tell it to permit your software
Andrew Horobin: alright, thanks
Andre: Is there anything else that I can assist you with?
Andrew Horobin: um
Andrew Horobin: do you leik mudkipz?
Andre: Andrew, could you please re-phrase the statement in English?
Andrew Horobin: mudkipz. i herd you leik them
Andre: Andrew, we are not supposed to discuss any personel interaction over the support. However, if you have any more concerns related to the All-In-One you may go ahead.
Andrew Horobin: nope, that’s it then
Andre: Have a nice time..
Andre: May all the happiness always knock your doors.
Andrew Horobin: you too
Andre: 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/chatChat support is available 24 hrs a day, 7 days a week.
Andre: Bye and Takecare.

Don’t even ask what “May all the happiness always knock your doors” means. I’m assuming she decided to play along.