HELP! Stuck in Customer Support Loop

[Carnivaliud]

Can anyone help me escalate this or provide the contact details of the complaints department? I'm utterly stuck and at my wits end dealing with HP customer support.

Short story:

- New desktop arrived faulty

- HP sent for repair

- Repair centre say they cannot order part and put it on engineering hold as can't be repaired

- HP Customer support say they are awaiting the repair

- Repair centre confirm they still can't order the part

- HP customer support say they're awaiting repair attempt and cannot offer refund or replacement until then

- Repair centre confirm part still not orderable

- Loop continues endlessly

I have asked for a refund and replacement since 34 days to even start to repair the device seems more than excessive but they've ignored this request.

It has been this way for 34 days (since device was put on engineering hold) and I cannot get HP customer support to acknowledge the repair can't be made unless they somehow add this part to the system but they've been unable to do so for 34 days! The person I'm dealing with just ignores mine and the repair centres comments and states they are monitoring the situation and can't give me options until the repair is made.

[A_Gayathri]

Hi @Carnivaliud,

Welcome to the HP Support Community

I understand you are facing an issue with your escalation I am sorry to hear that Not to worry I will help you to get a resolution to resolve the issue.

We shall escalate this issue to the concerned team. The next team 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 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.

Hope this helps! Keep me posted. 

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