I wish to have my case escalated to a Sr. Manager or Director.

[CDarwinJ9]

Hello.

I have been without my Spectre laptop for over a month now, yet I am told that I have to wait even longer because of HP and/or FedEx shipping mistakes that were not my fault.

In November 2023, I sent my computer for a repair which failed to fix the problem. Given the fact that the motherboard on my original laptop failed within a week of ownership, my case was escalated and a refurbished computer was sent to me.

Unfortunately, the refurb kept locking up with CHECKSUM errors. Your tech support tried to update the BIOS, but the problem persisted, so another refurb was sent out. This is where things really went off the rails.

I was eventually informed by a case manager that his records show that the second replacement was delivered. I told him that I had not received anything and assure him that whoever signed for it was not me. I even sent securing video bracketing the supposed delivery time showing no FedEx or other deliveries.

So, after that and despite repeated calls (two of which timed out after I was on hold for 60 minutes) and an unanswered voicemail, the manager emailed me that the laptop had been delivered to the wrong address and that they would send it to me when they recover it. This was over a week ago and, as I stated above, I have been without a laptop for over a month.

I am disgusted with my experience and the poor and callous service I have received with regard to this second replacement and I respectfully request an escalation of my case to an appropriate manager or director.

[Raj_05]

Hi @CDarwinJ9,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4

HP Support