what is wrong with the HP support on the phone? i got charged twice and it seems so convoluted.

[JoshuaCaleb]

So, i ordered a replacement battery. they said first time i entered info it was declined. then i entered it again and the order went through. got an email. service person said it will be here today. yesterday status said it would come next year. i saw i was charged twice, and rep said it will take 72 hours to refund me. i keep going in circles to wrong departments on the phone. twitter hp support said order will be cancelled because out of warranty. however, all reps previously said that even though it is out of warranty, i will get the part since it is in stock. i feel something is fishy. i was also told yesterday, basically they don't know when i will learn of the delivery date but it will be delivered. i was also just on the phone to be transferred to find out accurate information and was hung up on. this keeps happening. what is going on? nobody is helpful regarding my order. i feel like i cannot trust this company anymore.

[PeteC22]

This is what happens when an issue such as yours has to be channeled across several departments, all too often having different directives to adhere to.  I've been on both ends (as a customer and as an employee assisting clients in a multi-tiered environment) and its confusing and maddening in each case.  As an employee, I've dealt with clients that I gave responses to based  on our directives only to find that at the next level the directives were different than what I had to follow.  That's not to excuse HP, I believe that companies have a responsibility to be consistent across the board in how they handle things, but I do understand how these things happen.  I hope your battery issue gets properly resolved.

[JoshuaCaleb]

Do you know why Twitter support and resolution center would say a battery is available, then tell me two days later it is not? A representative today said basically the only way to check is through two websites. but somebody told me yesterday my order was cancelled for a different reason. It was since my payment did not go through. But yesterday, somebody else told me my payment did go through, and my bank account showed it went through twice. The representative today also said the two websites showed the part was not available. Twitter HP support kept saying "the unit is at the end of its service life." to me that is saying that it is past the warranty period. I also noticed that last year, i got a notification on my laptop, that parts would stop being provided in 2020. Basically i got notified of this a year after I was supposed to be notified. However, it does not make sense to me that people were telling me basically on Monday that the battery was still available. Also somebody was telling me prior to that. At first they suspected it wasn't, but they checked with the parts store, and said it was, and asked if i wanted to order it. They said i could through twitter, or on the phone, and i chose the phone. The only logical explanations that i have is that either they thought that the transaction didn't go through while a part was available, and sold it, or there was some kind of system error about a stock quantity (this happened at my old job), and so after the order, they found it wasn't there, and they had to explain that the order must be cancelled. But the fact is, that two people saw somehow that the battery was in stock prior to my order. Now it has been cancelled by twitter HP support, and i have to make sure that the parts store refunds me. If they do not, i will have to report this to the bank. I then have to also check with a computer shop if they have the part, or amazon for a third-party part if the adapter and power cord do not charge the faulty battery. There is no guarantee that the faulty battery will charge (even with the new adapter and power cord). by the way, the last power cord and adapter probably cost half the cost of the new parts. the test showed the last one blew a fuse. the current battery is not at maximum capactiy and i just know the adapter is not charging it properly. this issue can be a combination of the battery and adapter. the power cord alone may not have a problem. i may not have needed to get a power cord. That to me is simply wires, and the fuse should be in the adapter. fuses, to my knowledge are not in wires, and power cords do not need to be replaced unless they are severed or something like that. i might just return it if i can plug the old one into the adapter.

[Echo_Lake]

@JoshuaCaleb

Welcome to the HP Support Community!

I want to thank you for taking the time to speak to us today. 

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.

[JoshuaCaleb]

my password keeps being changed here. i keep changing it back. there is no new activity on my account. 

It was changed ever since i got my new computer. I find it to be odd. I think I may recall that i had to change the password when getting support for the other laptop on the phone, but after i changed it back, it should not have changed again.

[MarcusC]

Hey @JoshuaCaleb 🙂

Thank you for visiting the HP Support Community.

According to the Community's Rules of Participation:

4d. No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any safety measures.

Therefore, this topic is being locked. If you would like help resetting the password on your product, please Contact HP support in your region. 

Regards,

MarcusC