Complaints - UK Paid repair, laptop with HP for nearly two months, zero updates no ETA on returning

[PJ18177]

Hello, I have a case open with HP uk for a year old HP spectere top of line model to replace cracked screen. Device is under warrenty but when I opened the case they told me that it is a paid repair so I paid for it at the same time while booking the device for repair. Device was collected on 25th July and since then it is sitting with repair department without any updates. I started following with HP technical support team for an ETA after two weeks. everytime I call they tell me that there is no updates from repair department and they are emailing them for an update and they will advise ETA when they get an update. This is going on in loop, I call every 2 days in last four weeks and the position hasn't changed. I also asked the agent to escalate the case their management, customer care department etc which they say they have done( two weeks ago) and still nothing have changed. It seems like I have lost my 2000 GBP laptop in blackhole, the repair order should be bound by some SLA(HP cant take forever to fix and return something) I was advised 8-10 days but it is 6 weeks now. I use this for work and it is causing enormous issues for me, not having it for this long and not knowing when it will come back. 

Despite asking numerous times, I was not provided with any email address or phone number for escalation, or grievance reporting to HP. I feel like I dont have any way out of this and is totally at the mercy of HP to get my laptop back if I every will. Can someone help and provide a mechanism where I can put a complaint of this issue?   

[zoey7886]

@PJ18177, Welcome to the HP Support Community!   

Thanks for reaching out about your query regarding your laptop!  

We're thrilled to have the opportunity to assist you and provide a solution.   

To help me look into this properly, could you please share the previous case ID(s) via private message?  

Looking forward to your response so we can get this resolved.   

Take care, and have an amazing day!   

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!   

Regards,  

[PJ18177 · Accepted solution]

Thanks for the help, I tried sending you a message from your profile page but some wierd HTML error appears and message dont go. Can you PM me and I will respond pls?

[PJ18177]

Just to let everyone know. HP finally sent the laptop. issue resolved.

[zoey7886]

@PJ18177, _ Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards,