Failure in Honoring Care Pack On-Site Installation

[Indycubes]

I purchased a custom 34" All-in-One HP computer, and a 3-year Care Pack extended warranty on-line with HP on Feb 25, 2024. I began having issues with fan noise and called to trouble shoot the issue. After several calls and hours of phone support. Because my Care Pack warranty includes on-site tech support, parts were ordered and an on-site service tech visit scheduled.

Unfortunately, the scheduled on-site tech appointment was not honored. I contacted the HP Escalations team. The agent said she'd reach out to determine what happen. Much to my surprise, I received a call from a local technician, on Christmas Eve! The technician came to my site and got to work installing the fan. He however didn't complete the repair because in accessing the fans, he cracked my computer screen; leaving me with a dead computer. I went back to the Escalations agent, Reign. who may be well meaning but has proven to be grossly ineffective.

It is now January 12, almost 6 weeks since my first call and two additional service orders later. I now have now received two replacement screens, two fans but no hope of a tech to install them! The HP Escalations agent says she is following up with the Service Center Team and HP leadership team but, according to her, getting no response. It appears no one cares!

In fairness, the agent did offer to replace my unit BUT because the 34" AIO model is no longer available, she  is offering me an inferior model with a smaller screen, inferior components and specifications. She also offered a product refund, BUT the buy-back does not include the amount paid for the Care Pack, plus, the Feb. 2024 purchase price will not buy a replacement 2026 unit of like-specifications.  

So, I am left emailing back-in-forth with an ineffective HP Escalations agent. Nice, polite, but completely ineffective in coordinating installation of the hardware HP shipped me and incapable of getting to the reason why HP's service order system consistently schedules site-visits that are never deployed. I need an intervention to bring this nightmare to an end! HELP!

[VikramTheGreat]

Hi @Indycubes,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing the details, and please accept our sincere apologies for the inconvenience and frustration this experience has caused. We understand how concerning this situation is, especially given the extended delays and the impact on your system following the service visit.

We want to assure you that this is not the experience HP intends for our customers, particularly when an active Care Pack with on-site service is in place. Your concerns regarding the missed service visits, damage during repair, lack of follow-through, and the replacement options offered are completely valid.

To proceed further and review this matter in detail, we kindly request that you share the HP service case number associated with this issue. Once we have that information, we can review the service history and ensure the case is routed to the appropriate internal team for further evaluation and assistance.

We appreciate your patience so far and look forward to helping bring this to a proper resolution.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Indycubes]

Three separate Service Orders have been initiated:

BXHT 340101

BXHZ851401

BXHT340102

I have been working with the Escalations team but they have been unable to obtain an explanation for the delay or a firm timeline for resolution. If I am to be referred i request the case to be moved to HP’s Executive Escalation Team or Customer Relations Manager.  

[VikramTheGreat]

Hi @Indycubes,

Thank you for sharing the CSO details. I understand how important it is to get clear updates, especially when you’ve already been waiting.
 

I’ve checked the case, and I can see that it is currently being handled by a case manager who is reviewing the details and awaiting the next update. At this moment, the best step would be to allow a little more time, as the case manager will reach out to you directly with the next update regarding the replacement or the best available options for your situation.
 

I know waiting can be frustrating, but rest assured, your case is actively being reviewed. Thank you for your patience, and please feel free to reach out if you need any clarification in the meantime.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Indycubes]

I appreciate your replying; however it is of NO HELP! As I pointed out in my original post, one of my issues is that the so-called Escalations team is worthless. The agent assigned to the case has zero authority to elicit a response from the Service Center Team on why the appointment are not honored and their outreach to HP Leadership likewise go unanswered. It has been more than two weeks without a reply or movement. 

  This effort as with so many at getting assistance at HP is futile. 

[VikramTheGreat]

Hi @Indycubes,

I’m truly sorry this has been your experience. I understand why you feel this way, and you’re absolutely right to be frustrated. When a case has already been escalated and still goes silent for weeks, that is not acceptable, and I apologize for the stress and time this has caused you.

Please know that your concern is not being ignored here. From our side, the case is still under active review, and we are continuing to monitor it closely. The delay you’re experiencing is due to pending feedback from the Service Center and internal support teams, which unfortunately can take longer than expected, but I agree this should have been communicated to you clearly and proactively.

What I want to set the right expectation on:

• Your case has not been closed or abandoned
• The escalation remains open and under review
• A case manager is expected to follow up once the required internal updates are received

I understand that being asked to “wait” again is not what you want to hear, but at this stage, the best path forward is to allow a short additional window for the internal teams to respond. You should receive an update directly from the case manager as soon as there is movement. If that does not happen, the next available resolution options will be reviewed internally.

Thank you for continuing to raise your voice and for your patience despite the circumstances. I truly regret the experience so far, and we do want to see this brought to a proper conclusion.

Regards
VikramTheGreat