HP Reverb G2 Warranty Repair Delay

[sandytechy20]

@Rodrigo496 

I have to escalate this issue again and brought your issue to the attention of an appropriate team within HP. They 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 an identified HP contact. Additionally, 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.

Thank you for visiting the HP Support Community. 

[Rodrigo496]

I have received a new replacement headset.  Long story short, I was able to get back into contact with the escalation agent after a few days of trying.  She confirmed that an order was made to replace my headset after I initially contacted her with my situation.  It took two weeks (10 business days) for the headset to be shipped with no communication to me as to a timeline.  It arrived this week and is in working order. 

I appreciate HP making this right...with a caveat.  Had I not escalated the issue (which took some effort), I would have been out a headset for 3 months for a warranty repair.  I was strung along with an initial repair date being a few days, then extended to May, then finally extended to June.  With headsets available for purchase (not backordered) there should have been no reason that when it was initially extended to May for the repair, that someone at HP would have made a common sense decision that this was unacceptable and to send a replacement unit.  After all was said and done, it took 6 weeks to get this replacement, again, when they are available to be shipped within a few days if ordered new.

We'll see how long the replacement unit lasts, hopefully a long time.

[sbennett5446]

 Glad to hear that you received a replacement. I wish I could speak with the agent that helped you! I've been told by multiple agents that they don't have the ability to issue a refund or send a replacement. It's a nightmare. They bounce you back and forth between customer support and tech support and all they can tell me is that there is a "parts shortage".All while the HP store shows them in stock. I spent an hour on a call before being disconnected.  Oh, and I'm still waiting to be contacted by anyone from the HP escalations department.   

[Rodrigo496]

That's terrible, sorry to hear about that.  I contacted the regular customer support via phone.  The chat agent wasn't helpful.  When I stated that I wanted a refund, they said they would escalate the issue and had me hold on the line while they contacted an escalations agent.  The agent wasn't available but the customer support rep took my email address and phone number.  I received an email from the escalations agent a few hours later saying that they would be able to contact me the next business day, which she did.  The escalation agent told me they could issue a refund, but I asked if they could just send me a new unit instead of a refund since I was happy with the headset when it worked.  

I guess I got lucky that the customer service agent actually tried contacting an escalations agent and that the escalations agent actually tried to get in contact with me.  Maybe keep trying calling customer service until you can get contact with an escalations agent.  They seem to have the authority to actually help you.

Bottom line though, it shouldn't be this hard.  

[enxxmp]

I'm in the same boat.  I purchased my headset back on Nov 22.  In April, it just went black.  I sent it in, and HP received it on 4/11.  I got an email stating I would get it back end of April.  Then another email stated I'd receive it by 6/1.  Then another stating 6/31.  Today I received an email stating that I won't receive it until 7/31.  That's a couple of weeks shy of 4 months.  That is ridiculous.  They should not wait for the customer to call in before they escalate.  At some point, they should just send a new one or offer a refund.  All of my laptops have been HPs.  I'm also the IT Director of almost 2500 employees for my company, and I've always pushed for HPs.  I'll have to rethink that decision.  HP should be proactive and do the right thing without the customer having to call in to escalate.  I've been an HP customer for decades and haven't had any issues, but this incident made up for it.  

[sbennett5446]

Sorry to hear that! I was finally able to get a refund but first I had to call customer service (repeatedly) and get a case open with the escalation department. Once that happened, the escalation department representative could see that I was not at fault and agreed to replace my headset with a new one. Except (for whatever reason) they said that the headsets were "out of stock", even though their website shows them in stock. Very frustrating. SO..Long story short, they then agreed to reimburse me if I purchased a replacement headset and so that is what I did. I actually ordered one from the HB store and then sent the receipt to the escalation department representative and they issued me a check. It was a bit of a run-around but I am at least happy to be done with this... I hope this helps somehow. Good luck! 

[enxxmp]

I heard back from the escalation representative today, and they will send a new headset.  He said it should ship within three days.  Why wasn't this an option before I called and two months passed?  So they could have saved face on this but chose not to.  I have no reason to doubt that I would have received another email pushing it out another month in July.  HP needs to review and address its process.  If, after 30 days if they can't send a refurbished unit, they should proactively reach out to the customer and offer a new headset or a refund.