Never thought I had to do this...

[ssolanocoto]

Good afternoon,

I am writing regarding support case number <Do not include the product serial number or any private information>
. I have now spent three hours chatting with your representative, performing unproductive troubleshooting steps.

After determining that the issue is a manufacturing defect that cannot be resolved by rebooting the device multiple times, I was instructed to bring the unit to a DHL service center—none of which are conveniently located near my home.

I then called seeking assistance from a supervisor or manager. The agent refused to escalate my call and proceeded to lecture and shout at me in order to compel compliance with their instructions.

Given these circumstances, I urgently request help to find out what is the best escalation channel I can use.

Sincerely,
Sebastian Solano

<Do not include the product serial number or any private information>

[VikramTheGreat · Accepted solution]

Hi @ssolanocoto,

Welcome to the HP support community.

I’m truly sorry to hear about the experience you’ve had so far, both with the extended troubleshooting and with the interaction you described on the call. That’s certainly not the level of support we want you to experience, and I completely understand how frustrating this must feel.
 

We want to make sure your concern is properly escalated and handled in the right way. To do that, we’ll need to review your case details directly. For your privacy and security, we can’t access those details here. May I kindly ask you to share your case number, product serial number, and your contact information through a private channel? Once we have that, we can check the status of your case and explore escalation options for you.
 

Please rest assured, we’ll do everything we can to get this moving in the right direction for you.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support