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

[mbelyaev]

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.

[Riddle_Decipher · Accepted solution]

@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). 

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

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Regards, 

[mbelyaev]

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