Screen and hinge bent upon return from warranty repair

[SB1014]

Hi Folks, as an update, another week on, I have now received two emails from HP saying (summarised)

Email 1

we have promptly forwarded it to our dedicated complaints department. They are committed to addressing the issue you've raised and will make every effort to provide you with a response within two business days

Email 2.

Your case has been escalated to the Customer Relations team.

We will investigate the case thoroughly and get back to you with a possible solution.  

In the meantime if you have any other concerns do not hesitate to contact us.

which appears to be lots of forwarding and escalating but no actual resolution, we appear no closer to a resolution than over a month ago.

[Max3Aj]

@SB1014, I understand you've received a couple of emails about your case being escalated, and it's completely frustrating that you're still waiting for a resolution.

While your case has been escalated to both the complaints department and the Customer Relations team, I understand that hearing about internal processes doesn't solve your problem. We're actively working to get a concrete solution for you.

Please know that we've re-emphasized the urgency of your situation to the relevant teams. They are indeed working on a resolution, and we expect them to get back to you as soon as possible with a definitive plan.

Thank you for your continued patience as we push for a resolution.

Max3Aj

HP Support

[SB1014]

After 6 weeks I think the update is we still don't have a resolution and appear no further along than where we were on the 25th of June. I have had apologies and that the case is difficult - its not, but no actual resolution and my email correspondence is effectively ignored. 

[SB1014]

Week 7 update, At the end of Week 6 I was asked by HP

Please could you provide a copy of your invoice, usually a PDF file that comes as part of your order confirmation email when you purchased the asset.

I have provided this, even though it comes from HP, the laptop was registered  with HP and had been serviced under warranty by HP which upon return was damaged  and hence the cause of the current issue,

I have subsequently sent another email chasing up a response.

No further update at the end of Week 7, 

[SB1014]

Week 9 update, I have been offered a collection of the laptop in week 8 which I have accepted, but no actual collection has occurred over the past week,  and despite collections services able to come next day none have and I chasing up 2 days ago there has been radio silence from HP. 

What is up HP? will it get to 10 weeks before a simple solution to a laptop damaged upon return from repair be resolved?

[Max3Aj]

@SB1014, Thanks for reaching out and providing this update. I understand your frustration with the ongoing delay, and I'm sorry to hear that the collection hasn't happened as scheduled. It's completely understandable why you'd be concerned about this stretching into a tenth week.
 

I've flagged this with the appropriate team and have requested an urgent update on your collection. We'll be working to get this resolved as quickly as possible and will be in touch as soon as we have a definitive collection date for you.

We appreciate your patience while we get this sorted out.

Cheers!
Max3Aj