ghosted after being sent the wrong thing

[chibois]

CASE NUMBER Edited

Ok so after several hours and several different reps confirming I had a hardware issue I finally breached whatever threshold was needed to be sent a box to send in my machine, 4 days later fedex confirmed it was delivered and signed for, 3 days after that I get an email saying you never received my laptop. Then a few days of phone tag til it's confirmed you do have it. Then I get told days later it's cheaper to replace than fix. Then I get stats on the new laptop which were fine. I confirmed it and then received the wrong laptop. The laptop I have has the right processor and memory, it's the right size, but the wrong screen. I was promised a 1920x1080 and received a laptop with 1366x768, half the DPI of what I originally had and what I was promised. My agent said he'd look into it and has been ghosting me for a week. This is not what I paid for and not what I paid to insure. 

-Andrew Sullivan 

[Deep_World]

Hi  @chibois,
 
Welcome to the HP Support Community!

Thanks for reaching out!

Thank you for bringing this to our attention. I have reviewed the case ID and understand your concern regarding the replacement unit you received. Based on your description, the replacement laptop does not match the specifications that were discussed and agreed upon, specifically the display resolution.

I understand  the inconvenience caused by the delays, miscommunication, and the lack of updates you've received. I have documented your concerns and will have them put across to the concerned review team for further investigation.

Kindly be assured that the review team will assess the details of your case and get back to you with an update regarding the next steps. We appreciate your patience and understanding while this matter is being reviewed.

I hope this helps.