The Best Option

Solved: Samsung Notebook Gray Screen Display

It was late Saturday afternoon (recently), I open my notebook because I was planning to finish my write-up regarding Climate Change however, after I key-in the password there 1 of 9 updates flashing on the screen automatically. So I waited for 15 minutes to successfully update then it boot.

Now the problem happened after the automatic update. I cannot go through because the operating system didn’t process. It appears only “Gray Screen” after asking for my correct password. I was not able to reach to the desktop.

Since, I don’t know what happen to the notebook, I called the guy who assists me when I buy the unit. He said maybe it is the software issue and suggests to bring it to the nearest Service Center. I felt so devastated because I only use it during weekend then suddenly get busted, oh come on!

My laptop is Samsung ATIV Book 2 and I bought it last July of 2013, so basically it’s less than 4 months.

I realized I have to call the Customer Service first so that they can advise me what to do with the unit. They forwarded my call to their technical support and I spoke with a lady. After relaying with the problem, below is the excerpt of our conversation:

Technical Support: “Sorry for the inconvenience but I think the update hindered the problem, perhaps it was Windows 8 point something causes the OS didn’t start up.”

Me: How come it happens?

Technical Support: “Microsoft are giving general updates, it is up to the end-user to click those updates, some are marked as important and others are optional. You should choose only the important update.”

Me: Now, this is the problem, I don’t have the chance to choose what those updates are because it seems it is set to automatic. That was the suggestion when I bought it.

Technical Support: “Now at least Ma’am you know the consequence, I will help you solve the problem. You power to push the power button while pressing F8 (Function Key)”

Me: Okay, then here we goes. I press the F8 but nothing happens, still no display.

Technical Support: “Okay, let’s try again, then press F2” (nothing happen)

Technical Support: “I’m sorry, kindly press F4…sorry I forgot”

Me: Are you sure about that? Do you think pressing power button again and again without properly shutting down don’t cause any harm to my hard disk?

Technical Support: “Don’t worry Ma’am it will not harm, I try to figure out what option I can give you since those keys didn’t work.”

Me: Well, can you tell me what are the function of those key so I can describe to you the response after pressing them because it has no effect.

Technical Support: Best is, you have to bring the unit to the Service Center. “F4 is for system recovery”.

Me: System Recovery? You mean, all my programs installed will be deleted including updates?

Technical Support: “Yes, that is the best feature of Samsung. You will be set to factory settings, so whatever you see on your first purchase of the unit is the same effect when you do a system recovery.

Me: Well my Office will be deleted? How about the Drive D, the partition, is it included?

Technical Support: “Yes, Microsoft Office will be deleted however the partition will remain. All files saved in the Drive D will not be deleted.

Me: Okay, I prefer the system recovery. “(End of the conversation)”

I thought the updated software will not be changed unless they can restore the system to the date before it was installed but perhaps it takes time so if I decided to do the System Recovery. Almost 30 minutes of recovery, the disadvantage is I don’t have Microsoft Office 2007.

I want to set the update into not automatic so that this case will not happen again but I cannot remember where in control panel I have to change. So I call customer service again then I ask them how to do it. This lady perhaps didn’t understand my question because she insists that update is very important so that the system will work based on what it is design. We have a big discussion about it but after all I did turn off the automatic update.

The bottom line is that every great and deep difficulty bears in itself its own solution because it forces us to change our thinking in order to find it.

Related articles

• Technical Support Representative- Hardware (Laptops) (pinoyadster.wordpress.com)
• Microsoft Tech Support (universaltechnicalsupport.wordpress.com)
• Technical Support Personnel – November 14, 2013 (wailingsofawham.com)

Computer Problem and Customer Service

Make your day!

This has got to be one of the funniest I’ve heard of in a long time. I think this guy should have been promoted, not fired. This is a true story from the Word Perfect Helpline which was transcribed from a recording monitoring the customer care department.

Needless to say, the Help Desk employee was fired however; he is currently suing the Word Perfect organization for “Termination without cause.”

This is the actual dialogue of a former Word Perfect Customer Support employee (now I know why they record these conversations) starts here:

Employee    :    “Rich Hall computer assistance, may I help you?”

Customer    :    “Yes, well, I’m having trouble with WordPerfect.”

Employee    :    “What sort of trouble?”

Customer    :    “Well, I was just typing along, and all of a sudden the words went away.”

Employee    :    “Went away?”

Customer    :    “They disappeared.”

Employee    :    “Hmmm. So what does your screen look like now?”

Customer    :    “Nothing.”

Employee    :    “Nothing?”

Customer    :    “It’s a blank; it won’t accept anything when I type.”

Employee    :    “Are you still in Word Perfect, or did you get out?”

Customer    :    “How do I tell?”

Employee    :    “Can you see the ‘C:’ prompt on the screen?”

Customer    :    “What is a sea prompt?”

Employee    :    “Never mind, can you move your cursor around the screen?”

Customer    :    “There isn’t any cursor; I told you, it won’t accept anything I type.”

Employee    :    “Does your monitor have a power indicator?”

Customer    :    “What’s a monitor?”

Employee    :    “It’s the thing with the screen on it that looks like a TV. Does it have little light that tells you when it’s on?”

Customer    :    “I don’t know.”

Employee    :    “Well, then look on the back of the monitor and find the power cord goes into it. Can you see that?”

Customer    :    “Yes, I think so.”

Employee    :    “Great. Follow the cord to the plug, and tell me if it’s plugged into the wall.”

Customer    :    “Yes, it is.”

Employee    :    “When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?”

Customer    :    “No.”

Employee    :    “Well, there are. I need you to look back there again and find the other cable.”

Customer    :    “Okay, here it is.”

Employee    :    “Follow it for me, and tell me if it’s plugged securely into the back of your computer.”

Customer    :    “I can’t reach.”

Employee    :    “Uh huh. Well, can you see if it is?”

Customer    :    “No.”
Employee    :    “Even if you maybe put your knee on something and lean way over?”

Customer    :    “Oh, it’s not because I don’t have the right angle it’s because it’s dark.”

Employee    :    “Dark?”
Customer    :    “Yes – the office light is off, and the only light I have is coming in from the window.”

Employee    :    “Well, turn on the office light then.”

Customer    :    “I can’t.”

Employee    :    “No? Why not?”

Customer    :    “Because there’s a power failure.”

Employee    :    “A power…….a power failure?…. Aha, Okay, we’ve got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?”

Customer    :    “Well, yes, I keep them in the closet.”

Employee    :    “Good.. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.”

Customer    :    “Really? Is it that bad?”

Employee    :    “Yes, I’m afraid it is.”

Customer    :    “Well, all right then, I suppose. What do I tell them?”

Employee    :    “Tell them, you’re too STUPID to own a computer.”