HP Customer Escalations Team Lack of Communication and Warranty Replacement

[chad958]

Thank you again Larry.  Upon hearing this information, I decided to just go ahead and accept the proposal because I cannot hold out any longer for a computer.

However, get this now...

I replied to the proposal with my acceptance, and my Gmail account immediately emails me back this:

Delivery to the following recipient failed permanently:

     HP-SBEL_SUPPORT_EN@mail.support.hp.com

The error that the other server returned was:
554 5.7.1 <edited for privacy@gmail.com>: Sender address rejected

I have been trying all morning and sending my reply over and over and it keeps rejecting my emails, so I cannot even contact my case manager with this.  What is going on now!?  Is this an issue with Gmail, or is HP now blocking my emails?

If you know anything about what may be the problem I'd love to know, because now I can't even accept the proposal I decided to settle for.  Crazy!!  It never stops.

[shiponomore1939]

chad958    I could see that happening to me because of my dissatisfaction expressed with HP.

I am sure one of the monitors here on the forum will catch it and get you some help.

Larry

[lasvegaswireman]

chad958,

I just sent a test email to "HP-SBEL_SUPPORT_EN@mail.support.hp.com" and it too was bounced. It is possible that HP has a server down or is experiencing some technical difficulties. I will forward this additional concern to an HP Forum Administrator for their review.

For what it is worth... provided the HP ENVY 23-d250xt TouchSmart All-in-One CTO Desktop Computer is the replacement computer that was offered, here are the specs;

Included Hardware

Hardware Component Specifications

Display	58.42 cm (23 inch) LCD high-definition panel with WLED backlight Resolution: 1920 x 1080 (16:9 aspect ratio) Touch technology: Projected Capacitive Touch (PCT) Touch points: 10 supported Colors: 16.7 million Color gamut: 72% Response time (typical): 5 ms Contrast ratio: up to 1000:1 Image brightness: up to 250 nits
Motherboard Name	Manufacturer: Pegatron Manufacturer name: IPISB-NK HP name: Lavaca3-SB
Chipset	Intel H61
Memory	Memory slots: 2 SO-DIMMS Maximum memory: 16 GB (2 x 8 GB) (64-bit OS)
Front-side-bus (processor dependent)	DMI (Direct Media Interface) 5 Gb/s
Expansion Slots	PCI Express MXM slot that supports a PCI Express x16 graphics card (Gen 2.0): 1 PCI Express x1 mini card (Gen 2.0): 2
Front productivity ports	6-in-1 multimedia card reader + 2 USB 3.0 + headphone + microphone
Graphics	Integrated Intel HD 2000 graphics (supported by the processor)
LAN	Technology: Realtek RTL8111E Data transfer speeds: up to 10/100/1000 Mb/s Transmission standards: 1000-Base-T Ethernet
Sound	Integrated High Definition Audio Audio CODEC: IDT 92HD91 Beats Audio
Webcam	Integrated Webcam

Hardware Options

Hardware Component Options

Processor	Must select one of the following options: Core i5-3330S (Ivy Bridge) (65W) 2.7 GHz Core i5-3550S (Ivy Bridge) (65W) 3.0 GHz Core i7-3770s (Ivy Bridge) (65W) 3.1 GHz
Memory	Must select one of the following options: 8 GB (1 x 8 GB) DDR3 PC3-12800 10 GB (1 x 8 GB, 1 x 2 GB) DDR3 PC3-12800 12 GB (1 x 8 GB, 1 x 4 GB) DDR3 PC3-12800 16 GB (2 x 8 GB) DDR3 PC3-12800 (runs at PC3-10600 on this system)
Hard Drive	Must select one of the following options: 2 TB 7200 rpm SATA 3 TB 7200 rpm SATA 1 TB 7200 rpm SATA 6G and 8 GB Solid State Hybrid Drive (SSHD)
Optical Drive	Must select one of the following options: Slot-Load SuperMulti Blu-ray Player Slot-Load SuperMulti Blu-ray Burner
Networking	Must select one of the following options: Integrated Bluetooth 4.0 and Wireless LAN 802.11 b/g/n featuring Single-band (2.4Ghz) 1x1 technology Integrated Bluetooth 4.0 and Wireless LAN 802.11 a/b/g/n with Dual-band (2.4GHz and 5GHz) 2x2 MIMO technology
TV Tuner	Must select one of the following options: No TV Tuner Multi-format NTSC, over-the-air ATSC or Clear QAM TV tuner
Scaler card	Must select one of the following options: No Scaler Card Scaler Card - HDMI in
Graphics Card	Must select one of the following options: Integrated Intel HD 2000 graphics GeForce 610M (1 GB) Radeon HD 7650A (2 GB)
Keyboard and Mouse	Must select one of the following options: USB chiclet-style keyboard with volume control, dedicated hotkeys and optical mouse USB chiclet-style keyboard with volume control, dedicated hotkeys and optical mouse with remote Wireless chiclet-style keyboard with volume control, dedicated hotkeys and wireless optical mouse Wireless chiclet-style keyboard with volume control, dedicated hotkeys and wireless optical mouse with remote control

Based on the specs, this model supports 2 x SO-DIMM slots with a maximum memory of 16 GB (2 x 8 GB each). The 8 GB (1 DIMM x 8 GB) DDR3 PC3-12800 that you are seeing in the proposal, is because the system will ship with a single 8GB DIMM.

If you have any further questions, please don't hesitate to ask.

Please click the white KUDOS star to show your appreciation

[shiponomore1939]

lasvegaswireman thank you for the complete description of the hardware. I am sure we will get this resolved to his satisfaction.

Larry

[Antonius_L]

Hello chad958,

I have read over your post and have forwarded it to the correct parties for their review. You should be contacted via private message on this forum.

Keep an eye on your messenger inbox.

[chad958]

Thank you very much lasvegaswireman.  I wasn't sure where to find that information, but that is exactly what I have needed to see for over a week now!  Greatly appreciate it!

I'm glad to know I wasn't the only one having a problem with the delivery of emails.

I replied with my acceptance to the proposal (I was sent last night) and it took many tries to get it through.  In the meantime, I was sent a new proposal, only this time, she took out the Bluray Writer and changed it to a Reader.  I'm so glad I caught that, because it was sneaky.  No side note explaining why or to at least bring it to my attention.

So I wrote her back and told her to make sure she realizes which proposal I accepted.  She wrote back, but did not acknowledge that she changed the specs, but she told me that I missed one of the four questions for acceptance, which was really weird because I looked at it again and the answer was there!  So, I emailed her again, explaining that I did answer it, but I would type the answers again.

A little while later, I get another proposal sent to me AGAIN... and once again, she sent me the one with the change from a Bluray writer to a reader only.  I have had to respond to her proposal 3 times today.  So I answered the questions to the proposal AGAIN, but put a note saying that I am changing the specs below to reflect the original proposal she sent last night, with the writer.

Finally I get an email from her that says she has been getting my emails but since I keep adding a note mentioning the changes, it cannot be accepted.  Thankfully, after several emails, she finally acknowledges the changes and says she will ammed the specs and send me another proposal, and just make sure I do not add any notes to it except for answering the questions.  I emailed her back within 1 minute and told her ok and that I am watching for the new proposal.  That was a couple hours ago, I didn't receive it yet, and her shift is done for the day, so I guess it will be ANOTHER day.

All of this started at 8:30am this morning when I sent the acceptance for the proposal.  It has taken an 8-hour work day of multiple emails back and forth and we still have not accomplished anything again today.  And each of my email responses were within a few minutes.  I have my phone alert me so I can respond immediately with no extra delays.

WHY, WHY, WHY does this have to be so comlicated!?  Even after all these complaints, the communication is very, very lacking.  I also reminded my case manager today about the $125 Gift Card I was promised a couple weeks ago, and asked when I would get that, but she still hasn't answered me on that.  Let alone one word of apology for all they have put me through.  Horrible communication, poor treatment, implying blame to myself, all because I want the computer HP broke themselves to be replaced as promised and to communicate in a timely manner.  But nope, HP will not accept blame.

P.S. Btw, It's only email communication now, to this day, I still have not received one phone call to speed up this process and to make sure we are on the same page and understanding. It should not have taken an entire day.  And my case manager should have contacted me after the very first acceptance of the propsal requiring a change to the specs.  Instead she just keeps trying me again and again, then finally emails me hours later to tell me she has gotten my emails, then tells me she will change the specs herself.  I could have had the computer ordered by today, but now who knows when I will get the ammended proposal!

P.P.S. Sorry for all the ranting, but I feel this is the best way to document my case details so that not only can the public see it, but surely somebody important from HP will get ahold of this and realize that something is terribly wrong with how their customer support staff is handling their customers who really only want 2 things...A computer that works (and making it right asap when it doesn't) and to show that care by using good communication.  I want to say more training is needed, but come on, this is common sense!

[shiponomore1939]

chad958 just look at all that has happened today and not too bad for a days work.

Good luck on the final outcome. I am sure in the end you will be satisfied.

Larry

[chad958]

Lol, Larry... very true!  That's at least trying to look at the situation positively 🙂

The irony of what you said is "not bad for a days work".  That statement is sadly true.  HP truly makes you WORK, and hard, to honor their warranties.  Here is a simple "picture" of my experience...

DAY 32 AND COUNTING - WITHOUT A FUNCTIONING COMPUTER

3 Days - Multiple phone calls to diagose (including factory reset).

2 Days - Set up work order plus ship box (motherboard needed replaced).

3 Days - For HP to receive computer.  Packing, plus driving 60 miles round-trip to nearest FED-EX.

10 Days - For HP to repair and return computer.

1 Day - Multiple phone calls to diagnose why computer won't detect hard drive.

1 Day - HP tech has me dismantle computer over the phone to determine they forgot to attach the harddrive back to the PC.  Bad SATA cable.  Cracked case.  Receive 1st proposal a few hours later from case manager.

10 Days - To answer a question/concern about the proposal.  Plus my many, many emails, phone calls and messages that went a week with no replies, no answers, no updates... completely left IN THE DARK!

1 Day - Finally receive new proposal.  It was incorrect.  No apologies for the lack of communication, and basically the blame is left to me for not accepting the first proposal (because I had a question nobody bothered to answer).

1 Day +  Still waiting to receive the correct proposal, which we both agreed to and it ends up being the very 1st original one which would have been acceptable from the beginning if my HP rep would have answered a simple question I had about the number of DIMM's (available slots for RAM).  But she never had to... got my answer from the helpful volunteers right here in the forum.

Tomorrow is another day, and I can only hope it will not be another "work" day.  I assume (probably shouldn't though) it will be here first thing in the morning.  And as long as it is exactly what she told me it will be, I will immediately accept it.  I just hope there is a way to expedite this order and ship it overnight as soon as it is built.  I'm nervous about how long this will take though 😞

I will be so glad when this nightmare is over.

[chad958]

So I received my replacement PC finally last week.  But unfornuately there is another issue!  I am posting this to see if anyone has ever heard of this and/or knows a solution, because HP tech support cannot even figure this one out!

The brightness adjustment does not work.  It's so weird.  When you swipe the right side of the screen, then click "Settings", you see several icons, like the power, volume, etc.  But the icon that looks like a sun (brightness) is grayed out and says "Unavailable".  There is no way to adjust it, and my screen is too dim!

I have had 2 people from tech support, using "remote access", go into my computer and mess with every setting imaginable and they cannot solve this issue.  My case manager has also being working on this issue for several days and cannot find a solution either.  I was told by HP that this is a know issue with the 19" model, but not with my 23" model.

Besides searching every available option in control panel, we upgraded to Windows 8.1, then updated every driver available in device manager.  Nothing worked.  One HP tech support guy told me that they have no idea when this issue would be resolved.  My question was... If HP is aware of this issue, why are they selling these defective computers?  I don't care whether it's software, firmware or hardware, the screen/monitor is critical to every user of a computer if they want a comfortable work environment without eye stain.  I need the brightness lowered at night and up high during the day.

Bottom line though... every feature of a new computer should work.  And HP saying that they are sorry, but they do not know how to fix it or when it will be fixed is not acceptable.  I'm still waiting to hear back from HP, but I'm told they have been experiencing many power outages so trying to find a solution has been delayed even longer.

It's always something.

[freespirit1love]

Hello,

I am not sure if I should be adding to this thread or starting my own, by my complaint is of an almost identical nature.

My Envy TouchSmart m6-k025dx was only one week out of the box when the touchpad began demonstrating serious malfunctioning issues.  I called in and tried troubleshooting several times and the issues continued.  Then the computer began shutting down at random and some built-in programs won't load, error messages saying that the computer must be full.  This computer is brand new and far from full.

I was finally sent to a case manager for a replacement.  ***shivers*** The nightmare continued.  In the past month my case has been bounced, without rhyme or reason, to four different case managers.  I begin to make progress with one, only to find that I have to begin again with a new one.   My most recent case manager, Jaime J., introduced himself while I was waiting for my previous case manager to respond to an email via the following email on March 25th, in the afternoon:

Good day,                                                                         

As I already inform you, my name is Jaime the Case Manager assigned to work with you in resolving the issue you are having with your HP product. I just tried calling the phone number listed in your customer record xxx-xxx-xxxx [edited for privacy]but unfortunately I was unable to reach you.  I believe that you have resolved your issue and I plan to close your case, Tuesday (03/25/2014) since I have not heard back from you.

If you wish to talk to me about this complaint within the next week you may call me at 1-877-917-4380 Extension # 08.  You may ask for me by name, if I am not available, leave a message with the case manager that answers the phone and I will return your call.  

If you have a new issue, please contact a support specialist at 1-800-HPINVENT.

Our office hours are Monday - Friday 7:00 AM – 10:00 PM Central time.

Your case # is: xxxxxxx [edited for privacy]                                                       

Thank you,

Attentively

Jaime J.

Case Manager

HP AMS TCO Escalations Team

Tel: 1-877-917-4380 ext. 08

This was my first contact from this case manager, and he was basically notifying me that he was closing my case.  Why?  Because he could not contact me.  Please not that this was the first time that he ever contacted me.  I later heard a voice message from him that was left around the same time.

I contacted him that evening and he agreed to send me a replacement offer by email.  I specifically asked if I would have ample time to look it over, research, and consider it.  He said that I would.  Two days later, I tried to call him to wokr out a small detail of the offer and was left holding for an extended period of time.  Eventually, I had to hang up.  I later receive the following email (2 days following my receipt of the offer):

Good day,                                                                       

As I already inform you, my name is Jaime the Case Manager assigned to work with you in resolving the issue you are having with your HP product. I just tried calling the phone number listed in your customer record xxx-xxx-xxxx [edited for privacy]but unfortunately I was unable to reach you.  I believe that you have resolved your issue and I plan to close your case, Friday (03/28/2014) since I have not heard back from you.

If you wish to talk to me about this complaint within the next week you may call me at 1-877-917-4380 Extension # 08.  You may ask for me by name, if I am not available, leave a message with the case manager that answers the phone and I will return your call.  

If you have a new issue, please contact a support specialist at 1-800-HPINVENT.

Our office hours are Monday - Friday 7:00 AM – 10:00 PM Central time.

Your case # is: xxxxxxxxxx [edited for privacy]                                                                    

Thank you,

Attentively

Jaime J.

Case Manager

HP AMS TCO Escalations Team

Tel: 1-877-917-4380 ext. 08

I called the phone number within the email earlier today and asked to speak with a supervisor, I was told that I would be transeffered back to Jaime who had not actually closed my case, despite his emailed threat on Friday.  I said that I no longer wanted to work with Jaime (this was the first time that I had requested a new case manager) because of his hostility and that I wanted to speak with a supervisor, to share my concerns with my experience.  I was told that they were in a meeting.  I offered to hold or leave a message.  I was told that they were in the meeting indefinitely and were not allowed to make outgoing phone calls.  At this point, I knew that he was lying, so I just hung up.  Courtesy had already gone out the window when he blatently lied to me and insulted my intelligence.

Can anyone offer any advice on how I should proceed?

Thanks a million!