HP Customer Escalations Team Lack of Communication and Warranty Replacement

[caseMISmanage]

I have read your posts and I am having an extremely difficult time for well over 1 year now..my situation with HP casemanagement goes as follows.

I started with a nice HP pavillion i believe I paid $1699 for a laptop in 2014 when working in washington  state's olympic peninsula performing 12 websites for  hotels and restaurants up visiting from California..my Asus shot sparks. I went to best buy purchased a decked out HP with 4 speakers 2 subwoofers beats audio  12gb ram 4 gb  nvidia card 9 cell battery an extra one also for back up..aluminum chassis ,  blu ray writer I7 quad core and 3 year accidental protection plan...upon arriving at the location i was  staying the unit seemed to function great in every respect except the touchpad...so i caled hp they wanted me to send it in..upon doing so they wanted  to replace touchpad and  software ..i received it back and  same issues  resent unit back again as directed  and  same thing ..they wanted  to replace the unit with an envy 17t with similar specs but not quite as  nice i felt necessary to accpt due to losing business as that was  my only laptop solely for business I also purcvhased an external hard drive and  external speakers from hp at this time because the unit they replaced it  with had  only 2 speakers and  a  siblge  sub sounded  lousy compared  to my original one  also had  all plastic body and  felt very cheap and took away touchpad  buttons i hated  it..but delt with this unit until the same thing happened  one week into having the  unit...The case manager wanted me to pick out a new laptop on the website and give him the specs i said well ok he remained on the phone with me and he got approval for another envy 17t with 17 " 1080p touch screen 16gb ddr3 ram core 17 quad core , super multi burner, beats audio 4 speaer 1 subwoofer and all was great! it was ordered direct from factory in china it took 2 weeks to arrive. I was back in business until...the touchpad ..again 1 week later and the wifi card wasnt functioning properly it would lag tremendously.but intermitten after i performed a  hard shut down and reboot it would work again. i bought an external mouse and  lived  with this issue until halloween 2015. This is where my life as  a  web designer for 15 years  ends due to HP's tech support and  case managers. I was  transferred after HP customer service rep verified my warranty .this tech support agent began with a  remote access  session to my laptop (meaning he accessed my laptop remotely) on oct 31st 2015 at 10 p.m. i was on the phone while this guy was messing around in my computer until 6:45 a.m. then he asked me to connect my external hard drive..as i followed instructions doing so i noticed my computer desktop appeared different as in no desktop files or anything i assumed this tech knew what he was  doing he said he has  patch codes to repair the operating system and that is what he was  doing and  needed  my brand  new hp media drive  for storage ...which had  15 years of web design work backed up on it he ended  up whiping out both my internal hard drive and external hard drive and when finished i had  no computer at all to use no information not even conacts for my business and this guy was  a level 4 technician i forgot to add  he was the 3rd tech i spoke  with that evening.so i was  expecting to hear back from case manager as  the tech stated  someone  will contact me the following evening...noone contacted me > i took the initiative to call back and  spoke with a new case manager Maria she stated  she would help  and  also help me  retrieve  my precious information...long stry short sent me to software tech they wanted  to charge me ..told me to try recuva freeware and noone  helped  me since..my laptop was  fried my info was  gone my business GONE! I since have  been trying to rectify at least the laptop issue a i have  officially lost all of  my clients  and  career.I finally reached a representative  that was  willing to help via customer service ..as  the case managers would only give me the run around at this  stage stating i already have a great comuter the technicians  would never  remotely access  anyones computer  and  accusing me of storying. I was  furious I couldnt even speak to any of them for weeks  i crawled into a  ball of depression until I could bring myself to even call them again. I was at that time able to get someone who was  responsive and ordered  me a  lesser laptop than what i had  bt i was  happy to get a working unit period. I then had  issues with the hard drives crashing about 4 of them after sending it to service over and  over again i end up today with an Omen laptop after I purchased a 3 year protection plan again. now this was  a  warranty replacement the case manager  gave  me  right around  45 seconds  to decide and  respond  to his email specs . I agreed after he was going to withdraw the offer as  he said  we  must hurry because  i know u need  to get a working unit and  get it shipped  right away. I asked  if i could call the sales department to inquire about a   couple specs he stated  he  will expect my email response  within 5 minutes. I agreedd  i contacted  the sales team to ask a  few questions and  I inquired about the monitor  being a 4k uhd  screen which is awesome  so its  a  17t so it is  a  touch screen the salesman said  (which i need  for my graphic design programs  and  windows  10 it makes  life alot easier  with web design) so i responded  to the email promptly it took 12 days to receive the unit so i was unsure  what the rush was  all about in fact the case manager  didnt even have  approval yet as  he wanted  to give me  another  envy 17t which wouldve bee the  6th one i believe i lost count...so i really was  excited  to try a  ppossible unit that might actually work for over  a  month..which it arrived  with hotspots on the screen and  the screen was NOT touch screen ..my only issue!. sI call back this case manager wanted  to give me an even lower quality envy instead with only 8gb  and  only dual core processor which my software requires a  quad core of 1.8gz or better  and  12gb ram to run smoothly minimum and  touch screen 1080p or better. I explained to case manager he did exactly  what the others  posted on here left me that email to accept the specs  or not...and  he wouldnt retrun my calls or emails. so i tried opening a new case  with the screen needing replacementas i showed  the new case manager pictures and he wanted  me to choose  a  new  laptop from sales team and  website i chose  a  spectre  360 with 16gb ram i7 quad 6700hq same as  i had  before and 15 "  4kuhd touch screen I also added  a  1tb external hard drive and  a 2 year protection plan which i think would only half way make up for all of the issues. He  did not like my selection and imediately said  NO without a reason or explaination and  resent the envy specs  in the email awaiting my approval. I asked  to speak with a member of management or a supervisor and explained  about the hard drives  and  all the issues i have  had  and  the mistreatment he offers me a  $1400 gift card I stated i just wanted  a  computer. and i added  some things that can be removed  if there is an issue with the warranty and the external  hard drive if we took those  items off total wouldve been like $1649 around  what i paid  for my original computer. I then asked  if someone else  could help me  because  at this point these  2  case managers  were  juggling me back and forth and wasting weeks of time its now been 3 months the omen laptop i have  i just received with new screen and i am still in need of  a  unit with a  touch screen with any hopes at all to get my business back i must start from sqauer one. I would also like to resend  my receipt for my mouse , usb external hard drive and  my 6 years protection pln and  be reimbursed  for all the hardware and  take my business to a company which cares  about reputation and  has  knowledge of custmore care. [Content Removed] I have trained  customer service reps in Chicago for a company that was internationally recognized  for superior customer service and set the standards in th 1990's United  Audio Centers in chicago...later was bought by "Tweeter " family friends . I would accept any response that may benefit my situation from someone other than these  so called  case managers  but i think Ill have  my 12 time  world  chess champion russian/jewish lawyer friend of the families  guide me from this point forward as I know since he contacted  me himself about this I have one hell of a  case. [Content Removed]I sure needed  to let this  out..thanks for listening if anyone reads this. I know  what these  people are saying and  sure wish i found this forum alot sooner .

[caseMISmanage]

Jaime  was  also my case manager same  exact scenario.  I also had  George, Ana, and  James  several others  tooo many to list