The Crash
If you don't mind, I'll bring you through my ordeal.
I was having some video problems with a video game, so I shut down the computer. Turned it back on... nothing.
My computer would boot the to POST screen then hang. I couldn't get into BIOS or anything; keyboard was unresponsive as well (i.e. couldn't toggle numlock). So I pop the cover and pull the SATA cable from the hard drive. Computer no longer hangs at post and can get into BIOS. So I try a few changing SATA cables, SATA ports. Same problem. Move the HD to my other computer, it causes that computer to lockup at post as well. Guess it's the hard drive.
The call
I make the service call to HP Support as I just recently bought this computer and it was still on warranty. Most of you are probably aware of how painful this process can be. This is my first experience with HP Support for home, I have been working with HP Servers for the last 10 years and I'm used to the great support.
After waiting on hold, I tell the first guy (there were more than one) that it just locks up at POST, but didn't tell him I cracked the computer and did some testing as I'm not sure what HP's policy is on opening the cover on home machines.
Out comes the scripted questions. Did I reboot. Have you tried unplugging the computer for a minute. Change the keyboard. (I humored him). Then he asked if I was comfortable with opening the computer and reseating the RAM. (I humored him again).
He says I have to send in my computer. I then ask, can I disconnect the HD and try rebooting. He says yes, and I tell him I can now get into the BIOS, it looks like the HD is done. He still suggests I send in the computer and puts me on hold to search the database some more. My phone dies. Ugh!
I call back and get a different guy this time (of course after waiting on hold). I tell him the results of the troubleshooting with the last guy. He has me do some test with and without the hard drive connected. Wants me to send in my computer as the motherboard has a tech bulletin out on it and that might be the issue. I tell him, I think it is the HD. He asks if I have another HP computer that I can put the HD in to prove it is indeed the hard drive, but I don't. I finally tell him I put the HD in my other non-HP computer and it locks the computer up the same. So he finally agrees it is the HD that is failed, but strongly suggest I send in my computer for repair as the motherboard has a tech bulletin out on it. I fight my better instincts and agree to send in my computer, as I might as well get whatever is wrong with the motherboard fixed on warranty. I note the serial number and rev of the motherboard and sent it away in the box HP sent me.
Ten days later
The planets align and UPS finally delivers my computer when someone was home. I check the service report, all it says was replaced HD and bench tested it. I open the case. Sure enough, no change to the serial number or rev of the motherboard at all. So I sent it in for no reason. As an added bonus, I'm now missing a plastic cable management cover as well as a foot is now missing on the computer, not to mention the box has seen better days. However, the computer seems to be working fine except for a slight wobble. (:
Back on the phone
I call support and after waiting on hold, they immediately escalate the call to Case Management and say they are going to get a hold of me that same day. I'm thinking that this is good because it was Friday and I'm leaving for vacation the following day. Well the day came and went and no call. I leave on vacation. I come back one week later to my entire answering machine filled with nothing but calls from HP trying to get a hold of me regarding reference number blah, blah, blah, and will call back in a couple of hours, over and over and over and over again. It would seem they called back enough times to fill it up by Tuesday. So that day they sent me an Email saying that they were unable to get a hold of me and I have to contact them within 8 days otherwise my case will be closed. Good thing I didn't leave for two weeks.
On the phone again
Yesterday I call Case Management, I didn't have to wait on hold. She orders replacement feet and the cable cover and lets me order any single desktop or laptop accessory from Hpshopping.ca for my troubles (to a certain dollar limit). By the way, UPS just showed up with the replacement parts while I was typing this.
Fortunately because of the field I'm in, I backup several times a week. So I only lost a few emails, not a big deal. Had I listened to my instincts I would have probably been up and running on a new HD within 1 day, but in my case 10 days. It is also hard to believe but this is the first time in the 20 or so years of owning computers that one of my personal hard drives have failed. I guess I was due.
Anyhow, time to pick out my free gift for my troubles.