|Re: Is HP tech support clueless ?|
Message #5 Posted by Mike Morrow on 27 Sept 2011, 2:07 p.m.,
in response to message #4 by Eric Rechlin
That's true, but I'm just pointing out that the customer overreacted.
However, I wonder if any HP website to which a customer might refer for problems with the 15C-LE contains a listing of the bugs that were quickly found several weeks ago, like this 'old self-test' issue. The answer right now seems to be 'no', and the question becomes "why not...what is HP waiting on?" These problems will not magically go away with the passage of time.
So they got a minor detail about the self tests wrong. That's just a training issue, compounded by a mistake in the manual and a hidden function that wasn't perfectly implemented, ...
I reported the self-test failures here on Friday, September 9. Apparently, that was the first report of such. The HP calculator support staff should have been advised of this by Monday, September 12 at the very latest in order to be able to respond intelligently to the customer questions that were absolutely certain to be arriving shortly when customers attempted the self-tests described in the manual on their new 15C-LEs. The fact that this notification did not occur displays an organizational attitude that is at best half-assed, and certainly non-professional.
...and none of it has anything to do with the normal operation of the calculator.
I'm going to disagree. I also reported on September 9 that 'ON plus *' or 'ON plus +' always fail and corrupt program memory. It is not improbable that someone familiar with the old Voyagers might pick up a 15C-LE and try one of these self-tests, and in the process disrupt subsequent normal operation of the calculator by corrupting program contents. There should be nothing that the user can do from the keyboard, intentionally or inadvertently, that causes this type of un-publicized pathological behavior. I suspect that HP calculator support hasn't been advised of this 'feature' either, nor of the other bugs that have been identified here.
Another issue is the old 'ON plus -' Pr Error reset. It apparently works OK, clearing the calculator completely. If the Owner's Handbook is simply revised to eliminate all mention of these old key sequences that would still actually exist, one might clear his 15C-LE by inadvertent actuation of that key sequence.
It is not comforting that old self-test issues are being treated as of negligible importance. I would like to see the 15C-LE respond in a manner similar to the 12C+ for both the old and new self-tests. There's no valid reason for there to be a difference.
As long as these firmware problems exist, regardless of text modifications to the Owner's Handbook, normal calculator operation can be affected. I hope HP's solution (if there is to be one) to 15C-LE firmware issues will not be limited to revision of the documentation.
Edited: 27 Sept 2011, 2:34 p.m. after one or more responses were posted