Who is the HP person responsible for support services?

[ironwoods]

I have spent two weeks with e-mail support trying to resolve a display problem on restart.  After trying all of their other suggestions, they recommended recovery.  When that did not solve the problem, they indicated that my computer was being scheduled for pickup and repair.  That was well over a week ago.  Every time I inquired about the pickup they assured me that I would hear in another two days.  That time never came, and now they are apparently blocking my e-mails because I am not getting messages that they have been received.  Over this period of time, my warranty has expired.  Who can I go to at HP to get help?

Ironwoods

[samschilling]

When you say that someone indicated that your notebook was scheduled for pickup and repair, did you ever provide an address?  Were you ever provided with a confirmation number?  Is your notebook currently under warranty?

[ironwoods]

Thank you for your response.  No, I have never received a confirmation for the shipping box although it has been promised multiple times.  The warranty has become an issue.  I first contacted support before the warranty would have expired, but we have now moved past the one-year date of the original order for the computer.

Now I am getting a message that the supervisor has tried to call me and left voice mail, although there is none on my phone.  I am sending them my phone number now for the third time.

The major problem, it seems to me, is that a different support person replies to each message that I send and they never read the previous exchanges.  Consequently, they often suggest procedures that have before been tried and failed.  There is no continuity or full understanding of the problem.

Ironwoods

[ironwoods]

Happy News!  A supervisor from HP called and arranged for the pickup while I was on the phone.  I now have the ticket number and assurance that the box will be arriving within the next two days.  My confidence in HP is restored.  It took too long and it was frustrating, but it's going to be all right at the end.

Go HP!

Ironwoods