Urgent Escalation Request for HP Computer Repair - 3 Weeks with No Updates

[RahelBarihe]

My name is Rahel Barihe, and I am writing to express my deep concern and frustration regarding the repair of my HPcomputer, which has now been in your possession for three weeks without any updates, call backs, or courtesy calls from your team.

Several months ago, I was sent a replacement computer due to the loss of my original one. However, upon receiving the replacement, I immediately encountered a critical issue: a blue screen error preventing me from using the computer. I promptly reached out to HP and was working with an escalation representative about this problem, and then unexpectedly had to leave the country due to an emergency while commuting about the problem. Despite my initial concerns about sending in the replacement, I was assured that everything would be taken care of.

I sent the computer to your service center for repair on August 21, and since then, I have been left in the dark with no information on the status of my device. I have made multiple calls to your customer service team and spoken to several agents, but I continue to receive evasive responses and conflicting information. I have been told on numerous occasions that escalations have been initiated, yet no concrete action has been taken.

I would like to bring to your attention that there are consumer protection laws and regulations that mandate timely and transparent communication with customers regarding the status of their repairs. This extended delay and lack of information are not in compliance with these regulations, which protect consumers like myself.

At this point, I find it unacceptable to be left in the dark for such an extended period. I have invested a significant amount of time and patience in trying to resolve this matter. As a busy individual, I cannot afford to continue waiting without any resolution in sight. I kindly request that you promptly investigate the status of my computer, provide me with a clear update, and take immediate action to either repair the device or arrange for a replacement to be sent to me.

I believe that resolving this issue in a timely and efficient manner is not only my right as a customer but also a legal obligation on the part of HP. I am hopeful that you will prioritize this matter and ensure that I receive the courtesy call and assistance I deserve.

Thank you for your prompt attention to this matter.

Sincerely,

Rahel Barihe

[Irwin6]

Hi @RahelBarihe,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are looking for repair status of your HP laptop.

To understand the issue and help you, please share the details listed below:

Note: Do not share any of your personal information such as serial number, phone number, email ID, etc., on your public post.

- Exact model number/product number(SKU number) of your HP Product (Click here for information on how to find the model number/product number).

- Share the CSO# to pull up information related to the repair status

- If you have an escalation team number, please try to get in touhch with them for faster resolution.

Take care and have a great day ahead!

Irwin6

HP Support

[RahelBarihe]

Like I mentioned in my previous post, I have been trying to call and have gotten nowhere. I am writing this post to get someone’s attention to give me a call. I can provide the CSO number to you if you can escalate this post to someone that can help me solve this problem.

[Irwin6]

Hi @RahelBarihe,

I am sorry for the inconvenience and the trouble you are going through with repair.

The support here is limited and the issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support