HP Lost my computer after repair and has been giving me the runaround since October 11

[angel_d]

I contacted HP on October 5th about a hard drive failure code on my laptop. My laptop was under warranty when I contacted them so HP shipped me a box for me to send them my laptop for repairs. I sent my laptop on October 7th. 

On October 11th, I receive an email stating that my laptop was repaired and a tracking number was given to me (FEDEX). 2 DAYS later, the tracking still had not been updated. It still showed that FEDEX was waiting for the package. I called HP and they confirmed that the package had not yet shipped and said they would put a 48 hr inquiry to find out what the hold up is. Then NO ONE SENT ME ANY UPDATES. 

I then called on the 14th to request a loner computer because I have not received any update about my repair. The customer service representative said that they put in a request. Then of course I never heard back.

Proceeded to call on the 18th and was on the phone for a long time to check on any update because during all of this I have never received an email to inform me about what was going on. The customer service representative stated that they will "escalate" my request to a supervisor and start an "investigation" to find my computer. They stated that I will receive an email in 24 hours to update me on the investigation. Fast forward to Wednesday 48 hours later, I did not receive any email.

I proceeded to call HP  to check on my case on October 20. The representative stated that there were no updates and they do not know where my computer is so they have to put in another request that will take 24-48 hours. During all of this, I still do not have a computer.

I then called on the 25th which I was told the same thing that my case will be escalated. Then called on the 27th and was told that nothing was filed on the 25th so they will file a new "escalation" request and that I should receive an email 24-48 hours. Of course now, 96 hours later, I still have not heard anything back.

I filed a complaint and opened a case with the better business bureau and will keep calling until this is resolved.

[praveenbv]

Hi@angel_d,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

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It's been a pleasure interacting with you and I hope you have a good day ahead.