Apparently, your agents don't understand the "power stack" either, otherwise they could articulate why they think my display device driver is blocking the wake up process that works properly in billions of computers around the world. But there are hundreds of aspects of a hibernation restore, why not tell me to replace something else,....anything else?
The script, is what your agents walk me through when I say my new laptop is bricked. They seem to be aware of this "can't return from hibernation" state that Asus QA folks failed to test before delivering my laptop and many more laptops. The script involved two paths - one to just unbrick the new laptop with a power reset, and one to try to avoid the hang state by turning off hibernation altogether.
After 5 or 6 interactions with your agent, they fail to even acknowledge that their support team knows of this issue and has steps to recover from it (not fix it). You as well, choose to suggest I'm dumb and don't understand the power stack to conclude, without a shred of evidence, that one of the many aspects of restoring from a hibernation image is the root cause.
It is akin to me going to a doctor, saying I have a headache, and the doctor tells me to replace all my blood. When I question the extreme measure, the doctor "berates" me - don't you know fool, that blood runs through your head? Sure, if you did a blood test and found something in my blood that could trigger a headache, sure, maybe replace my blood. You have absolutely no evidence to suggest doing a system restore would solve a specific issue. Or perhaps you do have a knowledge base with correlating data but you sure have not provided ONE BIT of data to me about the cause. Instead, you read from your "script", the one that you pimp out to everyone when you don't know what's going on..."do a system restore". Forget how intrusive it is to do a system restore - that's not your problem, right?
So yes, I've paid a lot for the laptop and despite a serious problem requiring a fix, I get agents who prefer to just waste my time rather than trying to understand why other agents share a known fact, that your Asus computers hang when going from sleep state to hibernation state.
I told Falcon on the first exchange that this happens without external displays attached. I asked them to research the KB to understand if the collection of customer issues has lead to any specific causes for this hang, and you, he just ignore that question and provide me with a littany of time wasting steps. I'm a software engineer. We both know that "system restore" is equivalent to "reboot the computer" is equivalent to "clear your cookies" and is what you tell customers to do when you have no idea.
This is a known problem. Please research your KB. The system clean from your factory had the issue so system restore won't work. Hardware replacement won't work either and is an even more invasive step.
If your agent feels offended by a customers' frustration, they should look for another line of work. If you want to put the person respnsible for this bug on the phone, they I could direct my frustration at them, but your CS strategy is to put someone without knowledge or accountability on the support lines to shield those responsible. Take that up with your boss.
