Best/worst tech support ever?

Thursday, February 25, 2010 10:32 AM] -- Automatically generated message:
A support specialist will be with you shortly.
[Thursday, February 25, 2010 10:44 AM] -- Automatically generated message:
You are now chatting with support specialist Mxxxxx.
[Thursday, February 25, 2010 10:45 AM] -- Mxxxxx says:
Welcome to HP Total Care for Notebooks. My name is Mxxxxx. 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, February 25, 2010 10:48 AM] -- Mxxxxx says:
Hello Tim. How are you doing today?
[Thursday, February 25, 2010 10:48 AM] -- Tim Williams says:
Fine.
[Thursday, February 25, 2010 10:49 AM] -- Mxxxxx says:
Tim, for any Hp model there will be an 10 digit serial number and 7 digit product number
[Thursday, February 25, 2010 10:49 AM] -- Mxxxxx says:
we can find the product and serial number on the rear panel of the computer on a white bar coded sticker which is followed by a P/n and a S/n.

[Thursday, February 25, 2010 10:51 AM] -- Tim Williams says:
i don't have the laptop with me, but i checked the panel several times, and the s/n is 9 digits: XXX-XXX-XXX. It is a F767NR Compaq Presario, bought in July 2008.
[Thursday, February 25, 2010 10:52 AM] -- Mxxxxx says:
You can also find the product and serial number in the help and support window
[Thursday, February 25, 2010 10:53 AM] -- Tim Williams says:
what is the help and support window?
[Thursday, February 25, 2010 10:53 AM] -- Mxxxxx says:
Click on start, type help and support in the start search and select it from the list

[Thursday, February 25, 2010 10:53 AM] -- Tim Williams says:
the laptop is broken, i cant turn it on
[Thursday, February 25, 2010 10:53 AM] -- Mxxxxx says:
Then the help and support window will open and there you will find the serial and product number

[Thursday, February 25, 2010 10:56 AM] -- Tim Williams says:
thus, i will not be able to use the help and support window.
[Thursday, February 25, 2010 10:57 AM] -- Mxxxxx says:
Let me check if I can pull any data
[Thursday, February 25, 2010 10:58 AM] -- Mxxxxx says:
May I know the model of the notebook?

[Thursday, February 25, 2010 10:58 AM] -- Tim Williams says:
Like I said before, it is a F767NR Compaq Presario, bought in July 2008.
[Thursday, February 25, 2010 11:01 AM] -- Mxxxxx says:
May I know the full model name Compaq Presario?
[Thursday, February 25, 2010 11:01 AM] -- Tim Williams says:
what other information is there?
[Thursday, February 25, 2010 11:03 AM] -- Mxxxxx says:
Like Compaq Presario cq 60 , g60.
[Thursday, February 25, 2010 11:03 AM] -- Tim Williams says:
f767nr is the model number
[Thursday, February 25, 2010 11:03 AM] -- Tim Williams says:
it is a model from 2008
[Thursday, February 25, 2010 11:04 AM] -- Tim Williams says:
here is a link to the model: http://h10025.www1.hp.com/ewfrf/wc/product?product=3682526&lc=en&cc=us&dlc=en〈=en&cc=us
[Thursday, February 25, 2010 11:04 AM] -- Mxxxxx says:
Thank you for the necessary information
[Thursday, February 25, 2010 11:04 AM] -- Mxxxxx says:
May I please, place the chat session on hold for 2-3 minutes while I research on the tool and get you the required information?
[Thursday, February 25, 2010 11:04 AM] -- Tim Williams says:
sure

[Thursday, February 25, 2010 11:11 AM] -- Mxxxxx says:
Do you have the proof of purchase?
[Thursday, February 25, 2010 11:11 AM] -- Tim Williams says:
No, I am getting a copy of my Bestbuy receipt later today.
[Thursday, February 25, 2010 11:12 AM] -- Mxxxxx says:
Tim, the serial number would be present on the purchase receipt.
[Thursday, February 25, 2010 11:12 AM] -- Mxxxxx says:
I wish I could provide the correct serial number but as per the process policies we are not authorized to reveal such information.
[Thursday, February 25, 2010 11:13 AM] -- Mxxxxx says:
I suggest you to check the purchase receipt to find the correct serial number.
[Thursday, February 25, 2010 11:13 AM] -- Tim Williams says:
Okay, but what if the receipt has the same 9-digit serial number on it?
[Thursday, February 25, 2010 11:14 AM] -- Mxxxxx says:
It cannot be possible because a Notebook serial number (2008 model) will be of 10 digits only.
[Thursday, February 25, 2010 11:14 AM] -- Mxxxxx says:
If you find 9 digit serial number even on the receipt then please get back to our support, we will escalate the case.

[Thursday, February 25, 2010 11:14 AM] -- Tim Williams says:
OK, sounds good.
[Thursday, February 25, 2010 11:16 AM] -- Mxxxxx says:
The solution provided should work. However, if the problem persists, please get back to us with the SR id:XXXXX, and we will continue troubleshooting to resolve this issue

[Thursday, February 25, 2010 11:16 AM] -- Mxxxxx says:
You have been a great customer to assist .Moreover, is there anything else regarding your Notebook I may guide you with?
[Thursday, February 25, 2010 11:17 AM] -- Mxxxxx says:
Is there any thing else that I can help you with?
[Thursday, February 25, 2010 11:18 AM] -- Tim Williams says:
No, thank you.
[Thursday, February 25, 2010 11:18 AM] -- Mxxxxx says:
You are most welcome. It was a pleasure assisting you today. I appreciate the patience you presented while we worked together on this issue. May health and happiness be yours in all seasons?
[Thursday, February 25, 2010 11:18 AM] -- Mxxxxx says:
May the good times and treasures of the present become the golden memories of tomorrow. Wish you lots of love, joy and happiness.
[Thursday, February 25, 2010 11:18 AM] -- Mxxxxx says:
Have a nice dat
[Thursday, February 25, 2010 11:18 AM] -- Mxxxxx says:
*Day
[Thursday, February 25, 2010 11:18 AM] -- Mxxxxx says:
take care