Screen and hinge bent upon return from warranty repair

[SB1014]

Screen and hinge bent upon return from warranty repair today.

Can't appear to reopen case to contact HP.

How do I get back in touch to say there was damage upon return of the notebook?

[Max3Aj]

@SB1014, Welcome to the HP Support Community 

  

I understand you are facing an issue with your hinge issue. Not to worry I will help you to get a resolution to resolve the issue. 

  

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[SB1014]

Hi, Despite calling HP two weeks ago it seems nothing is happening and there is no update or motivation to fix the the bent screen and damaged hinge. How do I get any feedback from HP on this? 

It seems HP has no interest in dealing with this issue.

[Max3Aj]

@SB1014, Warm greetings from HP Community! 

We see that you are communicating over the private message, we shall continue supporting you there. 

Take care and have a great day ahead! 
 

Regards, 
Max3Aj

[SB1014]

Hi, I'm trying to communicate over all channels to get a resolution as  no resolution is forthcoming via other channels.

It feels as though HP does not have a way of dealing with a laptop damaged in transit from its repair service and any request to deal with this gets escalated into the ether with the hope that I will go away and accept a damaged laptop.

Over the phone, 3 calls this past week, of which one was disconnected after holding,  I have been told repeatedly it will be looking into and yet no communication back or resolution. Twice I was told to expect details of collection in the next couple of days but nothing, it feels that this is just lie to get me off the phone.

This is poor operational and customer service on behalf of HP.

Please feel free to update on a public forum so HP customers and potential customers can see HP customer service or the lack of customer service in action.

[Max3Aj]

@SB1014, I understand your frustration regarding the ongoing issues with your laptop repair and the lack of communication you've experienced.
I sincerely apologize for the inconvenience and the feeling that your concerns are not being adequately addressed.

I've reviewed your case notes, and I see that the relevant regional team has been in touch. Your issue is indeed being escalated to a higher department for further investigation. 

I also see that your preference for email communication has been noted, especially given your upcoming holiday.
 

Please be assured that the team is actively working on this. You should receive a further update on your case.

We appreciate your patience as we work towards a resolution.

Max3Aj

HP Support

[SB1014]

Hi folks, 

For the absence of doubt the regional team has not been in touch. Other than responses on this channel I have had no proactive communication come from HP. 
I would very much appreciate someone from HP getting n touch rather than me having to call in every few days and receiving the same message. 
thank you for your update 

[Max3Aj]

@SB1014, I'm truly sorry to hear that you haven't been contacted by the regional team, and I understand your frustration with the lack of proactive communication. It's clear this situation has been very inconvenient for you, and I apologize for the repeated issues you've encountered.
 

I've re-checked the notes on your case, and I can see why there was a misunderstanding regarding the regional team's contact. My apologies for that miscommunication.

I've escalated this matter internally again, emphasizing the urgency of direct contact with you. You should expect to be contacted directly by a member of our team very soon to discuss a resolution. We're working to ensure you don't have to keep calling us for updates.

Thank you for your continued patience.

Take care and have a fantastic day!

Warm regards,

Max3Aj