I want an American Customer Support Agent

[MichaelMoen]

I've had to send my PC into HP for repair after a BIOS update provided by Hewlett Packard directly, rendered the computer useless. My PC was shipped to a Service Center at an address in Grapevine, Texas and the case order status page has said they've received it and are in the process of repair, but now it's past the estimated return date and their reasoning is the Processor has to be replaced but because of the situation in China there's a shortage of parts and my repair is on hold. I have been back and forth in multiple Support Agents, all of them non-Americans and all of them have been vague and not giving me direct answers as to whether or not my repair is on an indefinite hold or if there's a time frame.

Edit: I've been on the phone with an Escalations Agent who has been working with me on resolving this issue and I believe things are on track toward a resolution, however I would still like to know if HP actually has a United States based Customer Support team I can be in contact with in the future, or if it's all really outsourced.

[asmita6658 · Accepted solution]

Hi @MichaelMoen

Welcome to the HP Support Community. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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