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mbelyaev
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Solved!

HP envy all-in-one arrived with a bended speaker grill corner

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Hi,

 

I sent my computer for a warranty repair, but when it arrived, the corner of the speaker grill was bended because of poor packaging. I  contacted customer support and the agent told me that I need to send it back for a repair again - the e-mail with my new service order clearly states that it's a free repair. Now 10 days later I got a call from someone else, saying that I need to provide pictures of the box or I will have to pay over 200 dollars for a repair. I was never informed that I needed any pictures and the only pictures I have are of the bended corner that I made right before contacting customer support. I would like this to be escalated to the appropriate department. Making customers pay for your mistakes is not a good practice. The picture of the damage and the e-mail I receaived are attached.20170425_175353.jpgemail.PNGemail.PNG

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Riddle_Decipher
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@mbelyaev

Thank you for posting on the HP Support Forums, 

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding holidays & Weekends). 

 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

If you wish to show appreciation for my efforts to help you out, mark my post as Accepted Solution. 

And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards, 

Riddle_Decipher
I am an HP Employee

mbelyaev
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Thank you, but my problem is already being taken care of 

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