How do I escalate a compliant at HP?

[DanTap]

I have a laptop with a cracked screen and have paid HP to fix the issue. This was meant to take 10 days. The laptop was collected and I was subsequently informed that parts would not be available until 11/04/2025. I queried this and was told normally it would be resolved in 2 weeks. 2 weeks later I chased again and escalated the call within HP. The CRT team responded that they would look into the issue but despite frequent chaseing, I have heard nothing. I have emailed and called support several times but I am being told they cannot help me as the call is with the CRT team and they are not able to transfer my call. 
As a business customer I am finding the lack of communication frustrating. It has now been 2 months since I raised the initial case and I still have no clear update was to what is happening. If this is going to take much longer, I would like a refund and the laptop returned. Obviously I need someone to respond to my emails and calls, but I seem to be ignored. Any suggestions?

[Nal_NR]

Hi @DanTap,

Welcome to the HP Support Community. 

We apologize for the inconvenience. 

This situation will need some additional support from our internal escalations teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.