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Amphicar
New member
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Support Escalation Contact

HP Recommended
Spectre Folio
Microsoft Windows 10 (64-bit)

My warranty repair experience is quickly going from excellent to nightmare.  Need to identify escalation process.

 

I sent in my Spectre under CarePlan about 4 weeks ago.  Repair was supposed to be a few daya but parts order backlog turned that into an estimated month.

 

I was pro-actively contacted by an HP Escalations Case Manager from CS Americas who offered to send a new unit due to the delays.    I accepted the offer as I have a full backup and they promptly sent me FedEx tracking number for the new unit last Tuesday with delivery estimate of Thursday.

 

Here we are a week later.  The FedEx tracking still shows, "Label Created - Awaiting Package".  I called the case manager who got back to me a day later.  She stated that FedEx is having delays and that the fulfillment center has provided no additional information.  I then contacted FedEx who says they have been to that location twice daily for the past week and that there is no record of receipt of the unit, that it simply shows the label has been created.  Case manager says that fulfillment center does not give her a lot of info so we will just have to wait and see what happens.

 

So, my original laptop has likely been sent to the recycling center.  My new one is apparently lost in the HP bureaucracy, HP seems to be falsely blaming FedEx for the delay even though FedEx has yet to even receive the package.  The case manager has gone from helpful to "not my problem, I'll let you know if I hear anything".

 

I need to know how to escalate this issue.  Case number is [Personal Information Removed]

 

 

 

3 REPLIES 3
Dragon-Fur
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Message 2 of 4
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@Amphicar 

 

Well, Rats.

Wish we could help directly, of course.

 

That said,

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Dragon-Fur

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praveen196
HP Support Agent
HP Support Agent
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Message 3 of 4
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@Amphicar Welcome to HP Community!

 

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

 

They will likely request information from you in order to look up your case details or product serial number.

 

Please look for a private message from an identified HP contact.

 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

 

Thank you for visiting the HP Support Community.

Amphicar
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Message 4 of 4
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I was able to get hold of HP Executive Escalations team.  Problem appears to be resolved.

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