1.5 months later, HP is still passing the buck around and not able to produce a solution.
They say I'm on their 3rd level of support. Whatever that is.
There's no doubt now about HP's support being incompetent.
Well, that's pretty telling. I presume you are not waiting for something to be done about it by HP.
HP's 3rd Level (L3) support uses their best-qualified and experienced techos.
HP use (or used to use) an ITIL approach, so that Incidents (basically errors or reductions in service levels reported by users) get handled pretty efficiently via their standard HelpDesk ticket queuing process. If L1 can't resolve the problem, then it gets passed to L2, and then to L3 - where the buck stops. It's a well-defined process (CMM Level 3 or above).
If your ticket has been open and unresolved for 1.5 months, then it could be because it is stuck in a low priority queue and keeps slipping to the back, because of resource problems - e.g., the L3 techos are too few in number and don't have time to address/resolve the Incident because they are all focussed on higher-priority problems. So the low priority Incidents will never get addressed/resolved - kinda like a death spiral.
It may be that the Incident is symptomatic of a general causal Problem (in ITIL-speak) - something which requires root cause analysis and analysis of the frequency of occurrence and population of users affected, and whether it seriously impacts their work, etc. (which will determine the priority). However, if they have resource issues and if the Incidents are low priority, then a Problem root cause analysis may never get done - another death spiral.
This is a failure of process
, resulting in infinitely-cycling and lengthening low priority queues. This could have been brought on by (for example) cost-cutting measures, where the number of competent techos has been pared down to a bare minimum so that there are insufficient numbers of competent techos left in the pool of support resources (which manifests in the ludicrous reality of the sort of amusing meme you give an example of at http://www.quickmeme...ent-HP-Guy/?upcoming
). The user experience is that (typically) one never seems to get the chance to talk to anyone competent in a technical support role.
I would suggest your Incident ticket is in the death spiral zone and may never
be addressed/resolved in timely/useful fashion by HP. It would be incorrect to call this "incompetence". It is likely a direct result of global cost-cutting - seemingly certainly so in HP's case, as a review of their financial history over 2006 - 2012 will attest. The responsibility for the cost-cutting lies at CEO/Board level, where there has been evidence of corruption and unethical/illegal behaviour and the focus has been on maximising short-term shareholder returns - seemingly at any cost. One result of this is that there is a tendency to overlook/ignore the potential/real deleterious effects of this on service level performance of customer support. In fact, regarding this, HP itself seems to have been in a kind of self-induced death spiral for a number of years.
If what I say above is generally true, then arguably it could apply to all PC manufacturers. Under the circumstances, I suspect that the only way you are likely to get HP or any other manufacturer's attention focussed on addressing/resolving any
problem on one of their PCs would be if it had a sufficiently high priority.
This would generally be if:
- (a) The PC is covered under a valid, current service warranty/guarantee for either return to depot or on-site service/replacement, and
- (b) the PC is exhibiting symptoms that, to all intents and purposes, make it near impossible to use the device, and
- (c) the indications are that it is an intermittent or permanent hardware error/failure.
Since it seemed to me that hardware failure was not an issue in your case, but simply that your PC was experiencing nothing more than DPC Latency - e.g., from (say) automatic priority interrupts causing conflicts affecting bus traffic - I made the several points above regarding checking/analysing DPC Latency. I suspected that you were either going to have to do the analysis and address/resolve the issue yourself, or get/pay someone else to do it for you, and it probably won't be the hardware manufacturer per se
(i.e., HP in this case), but you might be able to use one of their registered HP service agents - who would typically be the ones contracted to attend a callout for on-site HP service/replacement under warranty, for example.
Sorry I can't suggest anything more useful than that - or that you consider (say) trialling an Apple Mac, maybe.