Escalation matrix for sales support for exchange offer

[Jinesh_1-]

Hi,

I had bought HP Omen 16 laptop from HP.com, under the Exchange offer which had an INR10,000 bonus from HP (in partnership with Cashify). However, my order id (101500000049834) somehow failed to capture me opting for the Exchange, and as a result, the Cashify team is not able to do anything. I have had several rounds of email exchanges and phone calls with HP customer support teams but the issue isn't resolved and they are now saying they can't do anything.

HPs sales representative, who had helped while ordering and assured me that the exchange offer is applied to my order, isn't answering my phone calls nor his senior  replying to my emails.

This is a really bad way to treat a customer who trusted you and ordered through your website. Can someone pls help me with the escalation matrix and put me to some senior sales/support Executive who has authority and willingness to help?

Thanks.

Jinesh

[Nirvana_95]

Hi @Jinesh_1

Welcome to the HP Support Community. I'd like to help!  

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please look for a private message from me requesting additional information. 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. 

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