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susanhtx
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Issues with HP minis freezing randomly turns into nightmare

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I bought two HP Mini's at the beginning of July. One of them started experiencing issues w/ constant freezing at random times at the end of July and I contacted HP support for guidance. Case number is 7501580866 -- I was instructed to send it in to HP instead of returning it/replacing it at the store where I purchased it. I was told it would be repaired and returned by July 28th.

It is now September 7th and I am still without the mini computer. On August 20th after many failed attempts to reach my "case manager" I finally connected with Adrian (ADRIAN, Case Manager, HP AMS TCO Escalations Team). He offered a better replacement system since the one I sent it was taking too long to repair. I was told to respond to the email with the new mini specs as soon as possible and the new system would arrive in 7-10 days. This computer was supposed to be for my son's birthday (August 22nd) and the original case manager Martin guaranteed me I would have the mini notebook in time. Didn't happen.

I have tried to call 3 times to check the status and Adrian never returns my calls. I have also responded to the case email he said I could use and he has never responded to it. Each case manager I speak to refuses to provide an update. From late July to now each Case Manager tells me that they cannot help me and they promise Adrian will call back. After two months of waiting for a call back I wonder how I entered into a black hole of support and customer care.

I would have been understanding and more patient to the delays if there were any type of communication coming from HP. Hiding, not responding to calls or emails is extremely unprofessional. I am a Client Relationship Manager and have been for over 17 years. If it is going to take longer than 7-10 days to send a replacement then communicate the delay instead of hiding and refusing to act professionally. Being responsive is key to customer satisfaction. As you can see from my email I am NOT happy or satisfied.

We are now experiencing issue with the other mini purchased the same day and I am terrified to send it in for repair because it too may end up in the blackhole.

This is very frustrating that NO ONE will respond or provide a replacement. My son needed a computer for school this year and now we have to share mine until HP decides to return his at some point.

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bharat25
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Hey Susanhtx,

 

Just read your experience on the forum.

You won't believe but I am also going through the same difficulty what you have been.

Since August 2nd HP has my laptop.

In my case also i have been promised to be given a new laptop since its taking too much time to get it repaired.

But since that promise HP senior case manager is not bothered to return my calls and I really don't know when exactly i will be getting my laptop because till now they have not even ordered the laptop.

Please let me know if you have any idea how to proceed regarding the legal complain.

Looking forward to yoyr reply.

Bharat

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