I need Escalation matrix for customer support

[VA_IT]

This is about case ID [Personal Information Removed] which was created on 20-Sep-2021.

I would like to bring your notice that about customer support how they handled this particular issue.

We have reported, there was a white dot on the display request you to kindly come and look into this issue but your customer support sent a mail saying that it will not cover under warranty.

How your support team can decide it is physical damage without checking the laptop..there is no physical identification mark on the display.

We have requested the support team send a service engineer to check the laptop physically then let us decide whether it is damaged by a sharp tool or is a defective part installed from OEM.

It has been almost more than a month but there is no proper response from your support team.

I am looking forward to hearing from you about this case that needs to be resolved.

[praveenbv]

Hi@VA_IT,

Welcome to the HP Support Community!

I understand your concerns and frustrations!

Case is  escalate your case to HP's regional escalation team and a case manager will get back to you.

Please check your Inbox

Thank you

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