My LAPTOP BATTERY burned my leg... [ Edited ]

[cmetrav]

I have a DV6745us that I was using that the battery got so hot on my desk that when I went to place it in my lap it burned my legs. I am just trying to get some support from hp but no one has called or tried to help. If anyone here has a way of contacting them it would be most helpful!!Some guy sent me an email claiming to be a SR case manager but has never called me back he is

Harry Jeffery

ECRH-Sr. Case Manager

Can anyone call me back? I was promissed a call last Friday... Still nothing

Message Edited by cmetrav on 08-20-2009 04:00 PM

Message Edited by cmetrav on 08-20-2009 04:00 PM

Message Edited by cmetrav on 08-20-2009 04:39 PM

[Adamtech]

If the unit is less than 1 year old I would contact 1-800-HP-INVENT for a new battery under your warranty. If it is old that 1 year you can do the same to purchase a new battery. Most batteries get hot but not so hot they cause burns.

[cmetrav]

Tried the number they hang up on me telling me another department will call me back... That was little over 3 weeks ago been calling every few days after work

[Adamtech]

Hmm, that is the only support number. They give you the same response everytime?

[Gangles]

I would advise you to remove the personal documentation you put in your original post. Case Managers are a call back basis only. If you have been waiting for 3 weeks you should be able to be transferred because there is 0 tolerence for the situation you experienced. Here are the steps to follow to get you somewhere

Call 1-800-474-6836

Follow the IVR prompts to get you to notebook support

Get a Technical Agent

Inform the agent you have been waiting for a case manager to contact you back for over 3 weeks and you would like to know why you were not contacted

Let the agent speak/put you on hold

Ask the agent to be live transfered to a case manager because you have been waiting for quite some time.

If the agent is unable to do this, hang up. wait and call back and repeat this process

HP has 0 tolerence when it comes to physical Injury.

Here is a very important tip. No matter how frusterating it gets(with language barriers, hold time, etc) KEEP THE CALL PROFESSIONAL

Be nice. you get places.

Goodluck and apoligies for the injury.

edit: from the information you posted...you went higher then a case manager i think. could be H&S trying to contact you. either way. follow above

Message Edited by Gangles on 08-20-2009 04:26 PM

[cmetrav]

Ahh third call to that number today will try again tomorrow

[Adamtech]

Let us know how it goes.

[cmetrav]

I only held for an hour the last time going on 20 mins now

[Adamtech]

I would imagine call volume would be high around this time of night.

[cmetrav]

Ahh the supervisor.... SAME THING... SORRY CAN'T HELP BEEN ESCALATED... CLICK... oh what great award winning support...  Next Suppervisor ... I don't see any tickets... OLIVER was his name ....sounded like the philipene office... I would create one but the system is down .... next sup can't find any info and refused to give me the ticket number