Problems with HP Support

[Paolo121]

My computer: HP OmniStudio X All-in-One 27-cs0013ns PC (B07FVEA) fell on June 13, it was a Friday and the support service would have been closed until Monday. I was offered the possibility of taking the case forward with AI on WhatsApp. I spent the weekend with AI asking to take pictures of the computer and so on and then concluded that the case was forwarded and I had to wait 24/48 hours. It is Wednesday the 18th, 48 hours have passed, I call the support service by phone. They told me that the case had not been started correctly, they calculated the cost of the repair, 611 euros, and very kindly after almost forty minutes of phone call they told me that I would have to pay 611 euros since the damage from the fall, even from the support, is not included in the warranty. The next day, Thursday the 19th, I paid the repair costs by card. Seeing that even during the day of Friday the 20th there are no messages regarding the collection of the computer I call the assistance center again by phone. This operator tells me that once again the case had been opened incorrectly. I spend fifty-four minutes on the phone to be told that unfortunately it is Friday and they have to close but my case will be resolved shortly on Monday. Obviously on Monday the 23rd no one contacts me or writes so I call once again to find out what happened to my case. In fact it had been opened incorrectly, the payment was shown, everything is fine many apologies and a new number, case Edited.

Finally I received the emails confirming the collection day, first the 24th then the 25th. But as of today, June 26th, no one has come to collect it.

Could someone with some power in this company take my case to heart and push for at least the rest of the process to be expedited? I have been wasting hours on bad services for weeks, I am outraged by the assistance I have received and on top of that I paid in advance.

[Max3Aj · Accepted solution]

@Paolo121, Welcome to HP Support Community. 

Our apologies for the inconvenience you've experienced. Surely, not the kind of experience we want you to have. 

I have escalated your case to the relevant team in your region,  and they will look into this issue and get this sorted for you. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support