How to escalate a support case with HP Australia

[Mark683]

Hi,

Can someone please let me know how I can escalate an issue I have with the HP Australia service case billing team?

I had a paid support case for motherboard and PSU replacement on HP Z4 G4 workstation. The parts were replaced about 2 months ago, and are working OK.

Since then, HP haven't been able to provide an invoice, and continue to process duplicate transactions for double the quoted service price on the credit card. Those transactions remain in 'pending' state for 7 days, then disappear, presumably timing out. Then they process duplicate transactions again causing a credit hold on the card for double the quoted service cost.

I have a 3 week long email chain with the support team, but they continue to ignore my requests to send an invoice so I can just pay by bank transfer, and ignore requests to stop processing transaction on the credit card.

I have asked them contact details so I can escalate the case, but they don't supply any phone numbers and only the one email address as the only form of communication.

I tried calling the 13 10 47 number and asked how I can escalate the case, I was placed on hold for 15 minutes before the call just dropped.

I would appreicate if anyone can let me know how I can escalate an issue like this with HP Australia.

Thanks

[Mark683]

Today an HP Customer Experience Case Specialist has called to advise they will escalate the case to a supervisor. Hopefully it is resolved soon.

[Mark683]

This case is still unresolved, HP has now processed erroneous transactions 6 times, each time placing credit hold on my credit card. They have yet to issue a tax invoice for the work done over 10 weeks ago.

Does anyone know how I can escalate this issue and get a resolution quickly?

[Mark683 · Accepted solution]

After 6 erroneous $1,241 pending transactions to the credit card that each timed out after 7 days, HP finally provided an invoice about 3 months after the site visit was complete. The payment was then processed automatically by HP's systems to the same credit card. HPs support on this issue was very poor, but at least it's resolved now.