Motherboard died

[5urg3]

Motherboard died in January

This is a thin client desktop, I asked if I could ship it to a repair center, HP said NO

HP said the new motherboard part is backordered

I asked why they have new mobos for new computers to sell (they’re in stock even on their own web store) but not for repairs, and was not given an answer

I was initially given a date of end of March for the part to arrive

I asked if I could do the repair myself, HP said NO

I have to have an onsite tech come here and do the repair

I received no communication from HP for the next six weeks other than automated emails saying the motherboard is backordered and out of stock 

All of a sudden I get a call from Hemmersbach, a company that HP contracts with for onsite support

They wanted to set up an appointment, so I used their online portal to make the appointment 

I was told the part was at FedEx waiting to be picked up by the tech, despite the fact that I was still (even at this point) getting those “your part is not available” automated emails from HP — it seems HP shipped the part but never actually told me…!?

Anyway, I asked Hemmersbach if I could pick it up myself, they said NO

They didn’t have any techs available so I made the appointment for four days after they contacted me, which was the soonest they had

On the day of the appointment, I get an email from Hemmersbach saying the part isn’t here and they’re working with HP to get it sent here, and that my appointment was cancelled

I’m thinking wait, what?  You told me it was at FedEx waiting to be picked up!!

Turns out that HP put a time limit for the pick up at five days, and since there were no techs available to come pick the part up, they sent it back to HP in texas — and going by the tracking number, it was sent back to HP in Texas two days after I made the appointment with Hemmersbach

Hemmersbach said they notified HP when the appointment was going to be, and when the tech was going to pick the part up, but no one from HP told FedEx to NOT send the part back!

That was March 4th, over a week ago

As of right now I’m back to getting “your part is out of stock” emails and I have no clue what is even going on

Just now Hemmersbach sent me an email saying my case was closed and “transferred back to HP” because they are under the impression that the part won’t be here any time soon

I asked why they couldn’t just overnight the part back to me directly and no one can answer that question 

“That’s not my department, you’ll just have to wait again it seems” is what HP says when I call

[Dragon-Fur]

@5urg3 

The situation sounds like a mess -- but not the kind of issue that can be attended in our HP Community.

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[5urg3]

I didn’t call anyone any names, I used no profanity or vulgarity

I was merely using this forum as an opportunity to show just how disorganized and ridiculous this company is, and how atrocious their customer service is, and possibly get some insight into other peoples’ experiences with this process who have had similar issues, so that everything is publicly documented for posterity

In all my 20 something years in tech I have never seen anything like this, it’s honestly shocking how bad this is

[Dragon-Fur]

@5urg3 

OK.

The posts have been sent to our Moderator team for review.

Should there be a response, look for a message here before the agent uses any other method to contact you.

Thank you for participating in the HP Community --

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[5urg3]

Thanks for your help and insight it’s much appreciated