Long RMA process

[Dan195]

Hello,
I'm having open case regarding my issues with HP Reverb G2 since January 14th. Every time I call you to get status update you tell me that it will be next month. This happens 2 times already I bet that when I'll call support tomorrow I get the same answer. All I have is basically dead headset that brings nothing only frustration and money ( all workarounds ).

What's the average wait time for open case like this ?  

[KrazyToad]

@Dan195

Welcome to HP Support Community

I understand your concerns and frustrations

I will escalate your case to HP's regional escalation team and a case manager will get back to you

Please check your Inbox

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[Dan195]

It's 4 months already 😄 
Great great support.

[KrazyToad]

@Dan195

We could not get your case escalated from our end since we did not receive the required information which we requested through the private message

[Dan195]

You have CRM in place and you can see required information unless you're not authorized which is odd.

On one place you have warning about fake supports and on other hand you cannot see required information related to my case when support on call center does. I'm lost to be honest. I don't understand this logic maybe there is any however it's the same for me I'm waiting for my replacement or any resolution for DOA device 4 months already. 
Not mention that I won't see any money / time put into "workarounds".

[KrazyToad]

I would request you to contact HP Support in your region so they can get this escalated on priority because we do not have access to HP Phone Support Records since we use different Tools

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

[Dan195]

Well a progress has happened apparently after 5 month waiting the ticket has been closed without any resolution or note from HP. I had to call back to support team and they only reopen the case again. I've never had any problems with any company than this. You are the worst support in my experience. 

@KrazyToad - I know how to make a new case. And I still think that you should have access to case information to elevate this to proper resolution center or management. Why I should recollect all the information that I've already gave to one of your collogues ?  I don't get it. Don't get me wrong but It shows you (HP) in bad light for customers, then It looks like whole HP Support is a mess.