My Escalation Case Manager is Not Responding to my Emails & Phone Calls & is Not Getting Back to me

[7osam]

Hello,

In the month of June 2023, my laptop broke, and since I have a warranty on the laptop, I reached out to HP and they had told me that since I have warranty on the laptop, they will send me the packaging, so that I could send them the laptop and they would start with the fixing process. 

After about a month and a half, UPS, the shipping service, declared that my laptop had been stolen, they had asked for multiple documents so that I could receive a claim, and after I submitted everything they needed, I received a message from them two days later saying that they had shipped it. 

When the HP service center received my laptop, I received an email from an Escalations Case Manager stating that ONLY some parts would be fixed even though there’s many broken stuff. The laptop has damages such as: Screen cracked, keys broken, touchpad damaged, scratches all around, hinges out of place, it makes noise when it turns on and when you open apps, and the battery runs out quick. And since then, I have been trying to reach my Escalation Case Manager. Riyadh Ameer, for the past 3-4 weeks, to explain to him the necessity of me getting a new laptop (I have full coverage warranty), with DAILY calls being made, and I have tried to reach him through email multiple times as well, and there’s no response at all, and I’m not getting an answer back from him or his supervisor either. 

Every time I call the number he provided on the email, and then when I enter his extension number, I get redirected to the American department, and since I’m in Canada, they tell me that they cannot do anything about this case except sending an email with an urgent notice to my escalation case manager. They have done this about 8-10 times, and the escalation case manager is still not getting back to me.

I have just started my second week into university as a freshman, and my assignments and quizzes are starting to build up, and I’m getting behind now, and HP still won’t take this into consideration and actually find me a solution.

Please help me with my case.

[sandytechy20]

@7osam 

Welcome to the HP support community.

I have 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. 

[7osam]

Hello,

I still did not receive a single call or an email.

Thank you.