How can I complain to a (senior) manager?

[xc1097]

Purchased the Envy 16 laptop on 09/11/2023.

It operated smoothly for approximately two months before the fans started becoming louder, and occasional crashes/locks occurred until early December, where the frequency increased to multiple times a day. Despite multiple diagnostics and system resets, the issues persisted. I contacted HP for support on 12/16/2023, but their repeated suggestions yielded no results. Frustrated, I reached out to MSFT & INTC to confirm it wasn't a software issue, but likely a faulty CPU, as thermals weren't the main problem. After additional remote diagnostics on 12/27/2023, HP decided to have my laptop sent in for repairs. I promptly shipped it upon receiving the shipping box on 12/29/2023, and it arrived at HP on 1/2/2024. The unit was returned on 01/10/2024, with a note stating that the thermal/CPU fan/GPU fan/battery were replaced, the BIOS was updated, and extensive testing was performed. However, upon booting, I encountered the same BSOD with the stop code CLOCK_WATCHDOG_TIMEOUT. After another round of 1-way calls and remote diagnostics, the unit failed multiple connections due to freeze/lockup and UEFI testing over video conferencing.

Questioning how this was possible, given the supposed extensive testing, the support tech agreed, and I was asked to ship the unit back. I found it perplexing that they wanted me to wait for shipping materials when I already had them. I insisted on sending an overnight shipping label to expedite the process. However, I didn't receive the shipping label until 1/11/2024, and the item arrived at HP on 1/12/2024.

Five days later, on 1/18/2024, I received a call from HP with a heavy Indian accent, making it difficult to understand due to poor call quality. I was informed that HP did not have the necessary parts to repair my unit and could not provide an ETA. At this point, my laptop has been down for over a month, and there is no indication of when it will be fixed. Expressing my dissatisfaction, I was told the matter would be escalated to explore the possibility of issuing a loaner rather than a replacement. While I understand part availability challenges, I emphasize the following:

1. The laptop is a 2023 model with the latest hardware, not an outdated unit with discontinued parts.
2. HP should take responsibility for maintaining an adequate stock of repair and replacement parts to ensure timely service.
3. Loaners are temporary solutions, and setting up devices takes time, extending the inconvenience beyond the repair period.

I find it unacceptable that notification about part unavailability and the "potential" loaner solution came four days after acknowledging the acceptance of my unit. Ideally, such information should have been communicated proactively. Additionally, I was promised a call yesterday to schedule a loaner from another department, which I did not receive.

Given the circumstances and the prolonged timeline of this issue since early December, I believe it is reasonable to request HP to provide me with a comparable unit as a replacement.

I'd like to speak to anyone in escalation department as this is totally unacceptable situation.

Original service order#BVLF2784-01
current service order#BVLN0442-01

[Raj_05]

Hi @xc1097, 

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

[xc1097]

funny thing is i got a call little over 2 hours since the time of post from escalation team manager.

it's on going process but at least i got some attention now

[Nal_NR]

Hi @xc1097,

That's great to know. Do keep us posted if anything in the future.