How to raise a formal complaint??

[Rikimaru]

Can someone enlighten me how I can raise a formal complaint that doesn't include calling [content removed] or speaking to anyone from HP thats based in Tunisia.

I had to send my laptop off for repairs which took a total of 12 days to receive my laptop back from the day of pick up. This laptop is not just my way of gaming its my work from home laptop. I went 12 days without pay just for them to send my laptop back to me still broken. I used it to work then fired up a game after work and then my issues began again.

I have been on the phone 10-15 times today speaking to customer service demanding to speak to a manager to demand a replacement laptop or a full refund. Each time I was promised a call back will happen today but it didn't happen.

The last phonecall I made was to ask for my laptop to be collected and then all of a sudden they will do what they promised and actually arranged the collection. But because it was arranged so late in the day I cant have it collected the next day. So now again I am going to have to go without getting paid. I have rent and bills to worry about. HP are placing me in a vulnerable position.

I have had to find a company that allows you to rent a laptop. I have one arriving Friday which will cost me £80 for a month. This cost is on top of what I have already lost due to not being able to work due to HP supplying me a faulty machine and then failing to repair it.

This whole process has left me very stressed and depressed due to the financial loss I am facing. And to add to the stress the customer service team will lie to me and make different promises each time I call just to get rid of me.

I used to recommend HP to everyone but after this experience I will go out of my way to dissuade people to use HP.

[WAWood]

Hey ... I understand your frustration at getting really bad response to a routine repair situation.  I really do.

I had a hard drive fail, so I contacted the vendor, confirmed the warranty covered it, and sent it off to them overnight -- after they told me that if I paid for overnight return, I would have it within 2 days -- at the outside.

It took SIX WEEKS!!  My file server was down the whole time because this is the primary drive.

I'm not excusing HP about this, just saying I know how you feel -- and I feel really bad that we can't do anything for you about this, nor can we send it "upstairs" to anyone -- because we are a self-help forum staffed by part-time volunteers and there is no "upstairs" here.

[Rikimaru]

Thanks for showing understanding. But I've seen HP support members on here offer help. Who are they if these forums are not monitored by HP staff.

[WAWood]

You're right, HP Support does answer some threads.

I'll refer this thread to the forum Mods and you'll get a response from them if HP Support picks this up.

[Rikimaru]

So they pick and choose who they help. That seems to be in line with the customer service I receive on the phone also.