Need the Escaation Matrix for my Case ID: [edited]

[Saravana338]

HI,

I bought a new HP INK Tank Printer 670 on 7th May. Just after printing 10-15 pages, it went down with an error on the "Printhead."

I called customer care; they tried to solve the problem in a telephonic conversation by giving some step-by-step processes. The problem was not resolved. Around 45-60 minutes were wasted on the call itself. After 2 or 3 calls, they agreed to assign a technical engineer visit.

Now the technical engineer called me and informed me that they are waiting for the printhead parts (without visiting the printer). For the last 3 days, they have been telling me the same reason. I need to escalate the issue further, but I am not finding the escalation matrix anywhere. What type of company is HP, without any escalation matrix?

Can anyone provide me with the escalation matrix? Thanks in advance.

[Kuroi_Kenshi]

Hi @Saravana338,

Welcome to the HP Support Community! 

Thank you for reaching out, and I truly understand how frustrating this experience must be, especially when your new HP Ink Tank 670 printer stopped working after just a few pages.

I’ve checked your Case ID and I can confirm that your case is still active in our system. It appears that our service engineer did attempt to contact you, but you might have been unavailable at the time. Don’t worry, a callback has already been scheduled, and you should hear from us shortly.

In the meantime, if you’d like to escalate the issue or need immediate assistance, you’re more than welcome to reach out here, and I’ll personally make sure your concerns are taken to the right team without delay.

Thank you for your patience, we’re committed to getting this resolved for you as soon as possible.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,