My hp case manager ghosted me

[640jack]

Hello,

I had sent in a laptop around November for faulty touchpad amongst other things.

I stopped receiving updates after it kept getting delayed.

January I contacted a sales rep requesting that this be escalated because 

A) I'm a college student and it was assured to me it would be back in due time 

B) this is not a reasonable amount of time for repair 

C) I would NOT like to have the laptop sent back to me unrepaired. I would like to recieve a replacement ASAP, or equivalent credit.

I have been attempting to contact my case manager for roughly 2-3 weeks now. They do not pick up the phone, respond to emails, or voicemails. I am trying to further this as fast as possible. I have contacted the BBB and after HP's response of "well we will tell them to hurry up", they too stopped responding to the BBB claim.

I am very upset by this.

[Dragon-Fur]

@640jack 

Welcome to the HP Community --

I'm guessing from your description

• You have an HP Support case number (please do not post that information here).
• You sent the computer to HP Support.

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It is not our intention that you are ignored.

We want you to receive the help you need.

We are not able to help directly --

We are a peer-to-peer website.

We are not the HP Store or HP Support.

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            Request for Review

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• Help with Instant Ink / Contact Information - HP Instant Ink Support - Website 
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Do not be a victim.

Remain vigilant.

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[640jack]

Thank you for your response! Yes the laptop is indeed currently with HP support.

While ideally I do not go to a forum with my support issues, I can't sit silently on this - I have no other option. I also have seen agents responding to other threads with direct resolutions, so I thought I'd give it a shot. 

[Dragon-Fur]

@640jack 

You are welcome.

Yes, whatever happens next will require an agent who can access private information.

Hopefully having sent in the request will help move things along.

🍀

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Real people who own, use, and support HP devices.

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