Such poor warranty support, any ideas anyone?

[no_stars_for_h]

I'd really love to share with you guys just how poor my warranty support has been. The trouble is it will take me hours to write out the full version.....

The short version is that I had a faulty screen, it went in for repair, 2 weeks later I'm told the parts were not available until June so i got passed on to customer services who would escalate the case.

It took them a week to get in touch with me, I was told it would be 5 days to find my purchase info, I offered to email it while on the phone to speed things along, this was declined. I emailed anyway and 5 days later I'm told they are awaiting approval, but of what?

7 days later I've still heard nothing so I call and ask to speak to a manager, straight away i get a call back from the customer services guy saying they are going to replace the laptop. It will take 3-4 weeks to manufacture, even though they are on HP's website for next day delivery? I'm told that's not an option, so I wait 3 weeks and then ask for an update and I'm told the eta (not guaranteed) is 3 more weeks. I ask to speak to a manager, the request is declined multiple times so who do I complain to?  Surely my consumer rights have been contravened? I've not included the many emails I sent in between these dates to request calls, updates, further info on what is taking so long all to have zero replies.

This is a joke, if anyone can help it would be much appreciated.

[sandytechy20]

@no_stars_for_h

Welcome to HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[no_stars_for_h]

Thanks @Sandytechy20, I've replied to you not heard anything back though. did you get my message? 

Anybody else got any suggestions?

[no_stars_for_h]

So update for anyone who is interested.  It has been over a week since I posted on here and I've heard nothing from the team this issue has been forwarded on to.  @Sandytechy20 has this issue been forwarded onto the same team dealing with the replacement laptop?

[sandytechy20]

@no_stars_for_h

The appropriate team will get in touch with you in 5-7 business days.

There could be a delay due to the covid-19 pandemic.

Cheers.

[no_stars_for_h]

So another update for anyone following, 12 or 13 days later I've not heard anything. You would think a tech company would see the importance in being without a piece of tech for so long. 5-7 business days is a long time even with a pandemic.

[Jay_G24 · Accepted solution]

HI @no_stars_for_h,

I have re-escalated your case the team will reach you in 2-4 business days.

Thank you for your patience!

[no_stars_for_h]

Thank you @Jay_G24 this was resolved shortly after your post.

[Jay_G24]

You're welcome 🙂

If you need further assistance feel free to reach out to us.

Have a great day ahead!