NO WORKING COMPUTER SINCE OCTOBER, UNRESPONSIVE CASE MANAGERS WHO SENT WRONG COMPUTER NOT WORKING

[Haunif]

Case# [edit]

Hello, my name is Sam, I have been ACTIVELY working with HP since October on my case and I have been without a working computer since then. This has made me have to cancel contracts with my freelance work and put myself out of commission until I get a working computer. I have patiently made numerous phone calls, troubleshooted, worked with HP’s technicians for hours, waited for responses, and waited for HP to send me either damaged parts or a malfunctioning, downgraded computer recently. I have been having issues getting in touch with my case manager (who is also rude), I see this is a re-occuring issue on the boards too (see first 3 links below). An employee yelled at me and threatened me today, saying I should be banned because of my disrespect. I remind you, I have worked ACTIVELY with HP for hours and have been very patient up until today because my case manager is actively avoiding me. He was angry because I contacted him when my case manager was not answering her phone calls or emails, I will explain this with my timeline below. My case manager has complimented and thanked me on my patience on our first interaction, other HP employees and technicians have as well. I’ll make a timeline below for your reference:

- October (I don’t have a date on record, I changed my phone since then): I open a case with HP stating my computer does not work, troubleshoot over the phone, and open a case. I wait for a follow-up.

-November 17: I call HP for a follow-up, I learn no case has been made. I make one that day. I troubleshoot again, and make sure I get a case verification email. We assume the motherboard is damaged, I assume otherwise because of the issue but I am not a technical specialist.

-November 30: An HP-certified technician arrives, removes all of the computer’s components, puts it all back together, and gets no power. He tells me that the power button is malfunctioning; he’ll make a second repair appointment. This appointment took hours from my day-off.

-December 4: The technician comes again and changes the power button, still gets no power. He takes apart everything again and asks me for help. Again, hours of my time on my day off. I point out the port of the graphics card seems burnt, as well as the newly changed motherboard. The burnt out graphics card damaged the new motherboard. He orders both parts and plans a third visit. The following week, I get a notification that the graphics card is back-ordered. In the coming weeks I call HP asking for an update, they tell me to wait. I ask for a replacement since I read them on the forums, and that I don’t k ow if anything else got fried such as the processor, ram, M.2. I am told to wait for the repair. I get no tracking or ETA and I ask if there’s anything we can do, they tell me to continue waiting.

-December 19: I call once again (I called multiple times between now and Dec 14), and HP tells me within the hour the tracking number of the part. I had to get this information myself, I expected a follow-up from HP.

December 21: The part arrives POORLY PACKAGED AND DAMAGED IN TRANSIT. They threw a graphics card in a bubble envelope and it came in severely bent. I politely call up HP and am complimented on my patience (this is important, trust me). They escalate my case.

-December 26: I finally get an assigned case manager by email (let’s call her CM), she isn’t answering her phone and I have issues reaching her despite being at work. When we get a hold of each other I explain my case history. She says I’ll get a replacement.

-December 29: I go back and forth between CM regarding specs for my replacement computer. Her offers are both downgraded processors (i9 to an i7) and graphics cards of what I have, but a newer generation.  I told her I paid too much money at the time and waited too long for a downgrade, shouldn’t they match my machine? Also, is this the courtesy for my patience, a downgrade? My computer has a label, which contains the model number, serial number that was used for my case the entire time, and Intel processor model, which was placed by HP. CM says my retailer placed that sticker and HP did not sell my computer with the i9, the retailer modified it, despite the sticker having my serial number and all the info on a single label. I sent CM pictures of the label multiple times stating this label was placed by HP. I also told CM the rest of my specs. I cannot get a hold of CM to finish the offer. I tried a different extension to meet a man (E1) who did not provide his name, and he reassures me I will not get a downgrade.

-January 2: I get an offer from CM and I reluctantly downgrade my i9 to an i7, but get an upgraded GPU. CM says that she is tired of working on my case and wants to wrap things up during our negotiations. Excuse me, but I have been on this case since October, and she has just started working on it a week ago. I ask how can she make such a bold comment and she apologizes. I did not yell nor name call , I just ask her out of shock because I was so offended. The processor is a newer generation at least, but worth less than what I paid for at the time. CM says I will get an update on January 5th with a tracking #.

-January 10: I call CM and get no answer, I send an email asking for my tracking number. From my interactions I know CM doesn’t like me poking her for updates which is why I waited since January 5th. I had to ask because my wife wanted to leave the house and on my work days I am out the house from 5:30 AM to 9:15 PM. FedEx sometimes leaves packages in my lobby without notifying anyone (like this package). I live in NYC and packages get stolen all the time, CM knows this we talked about it on our first interaction. She sends me an email 8 hours later with the tracking, my computer was shipped 2 days ago. My order confirmed Jan 2, my order was shipped Jan 8, my computer arrived on Jan 12. Someone mentioned overnight shipping while I was talking about my case, I guess that didn’t happen.

-January 12: My computer arrives and does not power on. I tried basic troubleshooting according to the HP forums (I will send a link below) but do not get anything. Not only did I have to negotiate for a downgrade in my processor (remember I am working with HP for months now), but CM sends me a downgraded graphics card to what I already had! We did not talk about downgrading my graphics card and she did not send me what we agreed on! I only know this because I had to reset the CMOS button and saw the downgraded GPU. CM does not answer her phone nor does she respond to my emails, despite her promising me a follow-up on January 12th.

-January 15th: I call and email CM, it’s been days since I messaged her. She responds hours later saying I should call technical support and that she has closed my case (without my consent) because I received my replacement. I email her back and call her back, no response. I try calling up E1 from a while ago only for him to call me by my name and talk down to me and yell at me. Mind you, this is our second interaction, and I don’t know how he knows me. He says that I have been yelling at HP for the past 2 months, I should be banned, and that he will write a report on me (yes, he said all of this). He said I should not bother other employees. Is CM talking bad at about me with her colleagues? Am I the “nightmare customer”? He yelled at me and did not let me talk, and HUNG UP ON ME. During his lecture he told me that sending emails and making phone calls to CM is only delaying the process, I thought that was basic communication. He also said that I cannot get whatever I want. All I want is a working computer with equal or better specifications, does my warranty not cover that? While working with HP these last few months, HP lead and I followed; I did not get what I want. If I did, I would have gotten a working computer a while ago instead of waiting weeks for my backordered part to come in damaged.

I WILL NOT FALL INTO ANOTHER 3 MONTHS LOOP, JUST LIKE HOW I HAVE WAITED SINCE OCTOBER, FOR A WORKING COMPUTER. I HAVE WAITED AND WORKED PATIENTLY WITH HP ONLY TO BE DISRESPECTED AND UNAPPRECIATED TODAY. I RECEIVED A COMPUTER THAT DOES NOT WORK AFTER TROUBLESHOOTING, I NEED A NEW COMPUTER AND ONE THAT IS MATCHING THE SPECS I NEGOTIATED FOR. Am I asking for too much? I did not yell at anyone up until today after being yelled at and threatened with a ban and report first.

I always respond quickly to CM’s emails and ask for updates DAYS after she promises to email me herself. I call whenever I can. Why have a phone when you don’t want to be called and don’t call back when you you say you will?

My case manager has mentioned that she has a supervisor but refuses to give me his contact info nor pass along my case. I want to speak directly with him and also get a new case manager who is sympathetic and understands computers. I have been living paycheck to paycheck these last few weeks with my main job  alone and have a family to support. HP has made many errors yet I was understanding and did not berate anyone at all. Today I was told that I have been impatient the last few months which I took great offense to. The fact that I am working with a case manager who lacks an understanding of computers while working for HP, a massive tech giant, and lacks empathy and basic communication skills such as responding to emails or phone calls, while working as the company’s case manager, frustrates me beyond belief. Other's have complained about this issue, see links 1-3 below.

I have the emails of the representatives who I spoke to on the phone patiently with since November. I am ready to drop names of employees who can testify on my behalf of my respect. I also have the contact info of the 2 rude employees; I have their extensions. The polite employees can testify I was polite, patient, and ready to work with HP as soon as I got the call. I did not make demands and worked with HP's options every step of the way. Also my phone calls were recorded according to HP, HP can pull them up and testify I did not disrespect anyone until today, which is when I just had enough the immature behavior from the representatives. I expected a case manager to be more sympathetic and understanding; it is their job to work with and resolve cases that have been ongoing for a while. Sorry for typos, I have not slept in days because of my stress and stressed newborn who is teething, and have been out the house from 5:30 AM - 9:15 PM working today, and will be up until Thursday. I typed this on my iPhone Notes and copied/pasted it here while on the train.

HP clients with similar issues:

1) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Bad-customer-support-service-from-case-...

2) https://h30434.www3.hp.com/t5/Community-Feedback-Suggestions/Escalated-Case-Manager-is-not-respondin...

3) https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/My-Escalation-Case-Manager-is-...

The troubleshooting that I did to fix my computer:

1) https://h30434.www3.hp.com/t5/Business-PCs-Workstations-and-Point-of-Sale-Systems/Z2-mini-G9-desktop...

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