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07-26-2011 01:56 PM
About a month ago I set up a repair service for my Envy 14 to get my LCD screen replaced. It was fine for a bit with a few problems until last week or so. When checking the HP Customer Service Order Status, I found some problems as shown in this image:
Here it shows that HP is still waiting for me to send in my laptop, even though it's recorded that I already sent it in. I've talked to about a dozen or so HP reps and they've all been unhelpful. One of them who sounded pretty trustworthy told me that he escalated the issue and I'd get my laptop today for sure. Now I've been waiting for my laptop for almost the entire day and I'm not seeing anything; I'm actually starting to doubt the knowledge of many of the HP representatives. I've also been told by another rep that I'd get a call from a case manager in 48 hours (from about 6 days ago)--haven't seen a thing. You can also see from the picture that I've been without my computer for a month and it's a bit annoying.
I'm concerned as to what to do and how to get my problem resolved because NONE of the HP reps have been helpful at all. I'd just like to hear some advice from you guys and hopefully get some decent input.
Thanks in advance everyone.
07-27-2011 05:11 AM
I share your concerns. Everytime I have delt with HP, I have had nothing but trouble. It seems like they get paid by the amount of time they can keep you on the line. They make it sound like they are concerned, when they could care less. Most of their reps have a form to follow and when that doesn't fix the problem, they give you some " off the wall" comment to pass you on to someone else who probably nows less. My suggestion is to keep calling them and demand to talk to management. That's why I went to this forum where you can usually get answers from someone outside HP and there are several real good ones.
07-27-2011 06:59 AM
I sent you a private message.
I am an HP employee.
"I'm looking for a laptop that looks like it's wrapped in super-rich, smoothed out tangerine peels." -TheMusicMaker