Contacting HP to arrange a replacement monitor

[WarrantyGuy]

I am looking at the virtual assistant that informs me that my device is BOTH:

"HP V28 4K Monitor

Active: Covered under Bundled Warranty

Months remaining: 2"

AND:

"I see that warranty is expired for your product.

How would you like to continue?"

I have two case numbers, both of which were closed unilaterally by HP without coming to a resolution, although in both cases they agreed that the monitor is under warranty, but didn't confirm it in writing, just closed the cases when I explained that I couldn't receive a replacement immediately. I could receive one next week, and was promised a phone call on the 9th (a Sunday), but the case was closed and I'm unsure it will happen.

Is there any way I can chat to a person?

[Dragon-Fur]

@WarrantyGuy 

Welcome to the HP Community --

The best we can do from the Community side is send along your concern to our Moderator team.

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[WarrantyGuy]

Thanks, I didn't expect more. As you can imagine, I'm a little bit frustrated, especially as I had to jump through hoops to prove that the monitor was still covered in the first place. I'm also not the easiest customer, because I move about a lot.

I wonder, does anyone know what I can expect to happen? I expect they will deliver a replacement, but what will they want done with the old one? I suspect it's just an (internal) power supply problem (one day it was simply dead); if they leave it, I'll probably look into trying to get it repaired. I wouldn't like it to be just thrown away.

[Raj_05]

Hi @WarrantyGuy,

Welcome to HP Support Community.  

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

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[WarrantyGuy · Accepted solution]

Third time/month lucky! A replacement monitor should be sent next week, and the courier will apparently expect to take the old one back (a question I asked support previously, but never got answered).

My experience is that support is too keen to close a case. In my opinion, a "waiting for client response" or "follow up on July 10th" status should give the same credit for responding efficiently; it's not their fault I missed a message or no-one was at home to deal with the replacement, but the case was not resolved the first two times, just closed. Being asked questions designed to exclude unreasonable demands (which I understand have to be asked) three times isn't reasonable; keeping the case open would have saved me and HP time and money.

Please take that as positive feedback; it's a criticism of the incentives, not the individuals.

[WarrantyGuy]

The new monitor has arrived and the old one taken away. Yay.

[WarrantyGuy]

I can't believe it! The defective monitor we thought we sent back to HP has just been returned to us by UPS.

Honestly, at this point I don't know what to do.

[Dragon-Fur]

@WarrantyGuy 

Interesting.

I certainly don't know what should be done.

Doesn't seem like the monitor should have made a round trip.

If you can track the shipment, perhaps there is a hint why the package did not end up at HP and "sticking" at its destination.

I'll bump our Moderator team.

Perhaps there is something they can find out.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

[WarrantyGuy]

We contacted HP support again, it got escalated to the next level and everything is sorted now. Thanks for everyone's help and support.