Great Service From HP
As written in my last post, Gong Xi Gong Xi, I have had a few computer problems in recent week. I switched from my old Acer, who always had a mind of its own with a connectivity bar that turned itself on and off at times, to a brand new HP DV6 early January. The main reason for the switch was that I would finally be able to stay connected to the internet for long stretches.
I chose HP over other brands for three reasons: (1) it had the right specs, (2) its keyboard include a numeripad – always useful when you crunch numbers – and (3) the HP service centre is very close to my house. I never really had much problem with my laptops, so point (3) was not high on my list of priorities. In retrospect, I sure am glad I considered it in my decision!
Upon receiving my new unit, I took a few hours to set up my W7session, get rid of the many HP bloatware, and charge the battery. So far so good. My data is transfering easily, the connection is steady, and the computer is running smoothly. But as soon as I disconnect the DV6 from sector, the wireless card starts having difficulties connecting to the internet.
I play around with my router and DNS setting for a couple of days, before dropping by the HP service centre to see if they can find a solution for me. First good surprise, parking is easy. Second good surprise, it only took 5mn from the moment I step in and got my number to my talking to a service rep. I explain my problems, and then a technician come and check my unit. Of course, the card seem to be working then, but we still agree that we need to change the it. They order one, which should arrive within 3 days.
3 days later I come back, they install the new card, but upon checking that all things worked as they’re supposed to, the wireless signal keeps being lost. The HP technician is not sure what the problem is and decide to keep the unit for a few days to find a solution.
4 days later, I receive a call telling me that my unit is ready for collection. They installed a new network card and this one has been working smoothly in their centre for the past 24h. Unfortunately, after about 1h back home, I discover that the wireless signal still drops when I’m on battery. I go back to the service centre, explain the situation once again, and ask them to give me a new unit. Within 5mn they tell me they’re going to do just that. The new unit should be delivered within 14 working days.
It only took them 3 days to deliver my new unit. I turn it on, charge it, then try it on battery. Same problem. I stop myself from punching a few times at the wall, then, telling myself that the chances of having the same problem with 3 different network cards and two different units are slim, I once again fiddle around with my DNS and router settings, trying everything I know and spending two days checking for solutions online.
At some point, I decide to change the battery settings so I can keep looking for solutions without having the room lights on. At first I just play around with the generic power options, but in true geek fashion, quickly decide to check the advanced settings to optimize performance.
There, I discover that windows has a silly setting in their power option where the wireless adapter goes into “power saving mode” when on battery. I change the setting so that the wireless adapter always work at full capacity. Since then, my wireless connection has not dropped once. Yay !
I don’t know whether this setting is a Microsoft or an HP one, but I find it kind of dumb to have such a setting pre-selected… I mean, I guess it’s more of a challenge for the network card to stay connected to a connection when a laptop is moving / on battery than when it’s docked.
Anyway, I am sure glad to have found the solutions to all my problems. I am also glad to know that I can count on such friendly and quality service from HP. They always welcomed me with a smile, and never took more than 30 mn to give me an update on my problems. They changed my network card twice, and exchanged my unit when we could not find a solution to my problems. Great service all the way through. Thanks HP.
