Complaint

[Elliott111]

Dear Hp,

I am writing this as my formal complaint which I was informed would be passed on to the complaints department.

My order number is

On the 28th of July I purchased one of your products, the Hp envy laptop. This purchase set me back around £1000, so a substantial amount of money. On receiving of my first laptop it arrived damaged, (a scratch on a key, a mark on the lid and a piece of plastic fell out when first opening it). I was then put through the long winded process of getting another which was inconvenient at the time as I needed it for work. I was offered a £30 voucher as compensation, which I appreciate.

On receiving my second laptop, I noticed it was damaged again, this time a dent on the rear. I have sent pictures throughout. Now since waiting to hear from a manager about this case their has been a malfunction with the WiFi, to which one of your tech advisors said I needed to replace the laptop. I was offered £50, to which I was not happy with. I have been waiting weeks to hear from a manager and have been told I cannot speak to one as they do not come on the phones.

I arranged for my laptop to be collected on the 14th of September so took a day off work, only for no one to turn up. I then received a email saying the case had only just been opened on that Monday it was due for collection. So the request to collect my laptop hadn’t even been created until a few days after I called. So I took a day off for no reason.

The level of customer service has been poor to say the least, I have been forgotten about and now landed with a laptop that doesn’t work and is damaged. I have been nothing but polite and patient when asked to be as I understand we are all very busy at the moment. However, this lever of neglect is absolutely disgusting customer service. Especially when I have spent a large amount of money on one of your products. I have sent countless emails, been on you hold lines for hours, literally, only to get no where. I want this problem resolved. And I want to speak to someone other than a customer service agent. Because nothing happens.

[Jay_G24]

Hi @Elliott111,

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