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‎03-13-2020 07:56 AM - edited ‎03-13-2020 09:05 AM

HP Recommended
Product: HP SPECTRE x360 13 inch
Operating System: Microsoft Windows 10 (64-bit)

I would like to know how to escalate an issue with HP Case Management (AMS TCO Case Management). (I edited my post by mistake and deleted it so retyping it here)

 

I bought a new HP Spectre x360 13 inch laptop a few months ago and within a few days it died. HP picked it up for repairs and after a wait of about 3.5 weeks I was informed that it could not be repaired due to a part shortage and it would be replaced. A case Manager contacted me with options and we settled on an identical replacement from the Canada Store.

 

Up until this point the service and support had been great.  However from here:

 

1) Case Manager calls me the next day to say that the laptop will take another 4 weeks because it is out of stock. Would I accept a larger laptop or a refund. I said no to refund, I really need a laptop right away - keep to the same laptop for now.

2) I called back within 5 minutes after looking over all the alternatives offered and found one that could be delivered right away.

3) I left several voice mails, emails etc - no response

4) Next day tried again several calls, voice mails etc - finally got through to be told that nothing could be done I would have to wait the 4 weeks. I said that was not possible as I am using a borrowed laptop and have already been without a laptop for 4 weeks. Was told a supervisor will contact me.

5) Still waiting for the AMS TCO Case Management supervisor to contact me

 

 

2 REPLIES 2

‎03-13-2020 08:33 AM

HP Recommended

Hi @PM-TOR

 

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).

 

Thank you for visiting the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
I am an HP Employee

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‎03-13-2020 09:09 AM

HP Recommended

Hi Asmita

 

Sorry my post was deleted by mistake. I have retyped the post as an edit. Will look forward to the contact

thanks

PM

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