Hi. I have been going through hell since last two months. I am giving the email through which i have been in contact with the HP guys. It might be pretty long but that's how much i have been tortured. The first email starts from the bottom and the most recent reply is at the top. So kindly go through the content from the bottom most email. Thank You.
Hello Rahul,
Thank you for your reply to HP Total Care and for giving me an opportunity to assist you.
From your email I understand that you are waiting for case managers feedback on your issue and you want contact number of case manager.
I would like to inform you that we are unable to provide you direct contact number of our higher authority because we have to follow some rules and regulation.
Please accept our apologies for your inconvenience due to these arrangements.
You are issue is already escalated to higher authority with higher priority and I assure you that you will definitely get a feedback on your issue very soon.
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare
Bottom of Form
Top of Form
Sincerely,
Rajesh
HP Total Care
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*Do Not Delete Service Ticket Number*
{ticketno:[8026261221]}
*Do Not Delete Service Ticket Number*
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Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to sendany financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text
From:
Rahul
To:
Laptop_support_en@mail. Support. Hp.com
Cc:
Sent:
08/12/09 21:20: 34
Subject:
RE: RE: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support Boss, you are telling me the same thing again and again. Does it take 2 months for you to respond, leave alone solve an issue? Why cant you give me an alternative like give me some contact number or name of the case manager whose handling my case or something else which would help me. I cant take your negligence anymore. I cant be any more patient with this. & on wed, 8/12/09, laptop_support_en@mail. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Wednesday, August 12, 4:09 PM Hello Rahul, Thank you for contacting HP Total Care. I realize that you have been terribly inconvenienced by this situation. Please accept my apologies. HP values the relationship with its customers. As I check in HP records that your notebook issue is already escalatedto mentor. They will get back to you as early as possible For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Yogesh HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to sendany financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 08/12/09 20:11: 28 Subject: RE: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support Thanks for your great suggestion. Can youtell me whats your usual response time and the average response time now? And what do mean send it to us? Where should i send it? How and when should i send it? Are these notes and emails not enough for you guys to know the problem. God knows how you guys qualified for tech support. If you really have understood the issue you wouldn't have given such a careless reply. Kindly ask your upper management also to wake up and take a look at this issue.in case you already have a solution for kindly tell me what steps i have to follow in detail. My phone number is 9172920730. You can call me anytime of the day. Its been two months since i have been sending emails and you people don't care to give a proper response. & on thu, 8/6/09, laptop_support_en@mail. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Thursday, August 6, 5:45 PM Hello Rahul, Thank you for contacting HP Total Care. I gone through the complete email and understood the issue. Well as you mentioned that some of the internal parts were changed and for that you need a refund or replacement. The first thing is that we do not refund or replace as per the HP policies and rules. I apologize for the inconvenience caused to you. I request you to send thenotebook back to service centreand let them check where things went wrong. You just need to add a note explaining the issue and parts which were changed completely so that they fix it. However, the case has been already escalated to the case manager but due to an increase in requests the response time will be longer than usual. I will try my best to resolve this issue as early as possible. Please reply and we will help you further. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Satyam HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked andis based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to sendany financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 08/06/09 21:49: 41 Subject: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support hi. I have not been contacted yet by anyone. Please tell me when is that so called soon coming? Rahul vemuri & On Tue, 8/4/09, LAPTOP_SUPPORT_EN@MAIL. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Tuesday, August 4, 9:13 AM Hello Rahul, Thank you for contacting HP Total Care. I understand how important it is for you to have this issue resolved at once; please accept my apologies for your inconvenience. I have already re-escalated your issue to the higher authorities and they are taking care of the same. Soon they will reply to you with the solution. If you need further assistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Vikrant HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection withthe use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 08/04/09 13:58: 50 Subject: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support Hi I defiantly need further assistance. Your upper management did not contact me yet. Just give me some contact number of your company. Thanks. Rahul & on mon, 8/3/09, laptop_support_en@mail. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Monday, August 3, 2:18 PM Hello Rahul, Thankyou for contacting HPTotal Care. Rahul, you are a valuable customer for HP and resolving your issue is of prime importance to us. I apologize for your inconvenience. Your issue has already been escalated to higher authority and soon they will get back to you with the solution. If you need further assistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visitour Web site at: http://www.hp.com/go/totalcare Sincerely, Vikrant HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection withthe use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As a prudent reminder, donot insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 08/03/09 18:43: 36 Subject: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support hi. I am suffering with your defective laptop since 3-4 months. There will be some limit to a persons patience. I already said i have had enough of consoling mails but the issue hasnot been resolved. If you really understand my frustration then whydon't you solve the problem at the earliest? & On Tue, 7/28/09, LAPTOP_SUPPORT_EN@MAIL. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Tuesday, July 28, 10:35 AM Hello Rahul, From youremail I understand that you have not yet received any call from case manger. I understand your frustration and I apologize for the inconvenience. I know how you feel about this issue. I am really surprised on the patience that you shown so far. I doubt about my patience level if I were you. I hope to help you fix this issue before it wears out. I really appreciate your cooperation and patience. I would like to inform you that we do not have the direct contact number of the case manager;so we can notcontacthim directly. However, your issue is already been forwarded to case manager and please be assured that the case manager will definitely get back to you as soon as possible. I truly regret for the inconvenience again and I hope you understand our limitations. For information on keeping your HP and Compaq productsup and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Akshay HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HPdoes not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to sendany financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 07/28/09 14:59: 05 Subject: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support Hi I would like to remind you guys that anotherweek has passed by. Its now been more than four weeks since i first reported my problem. Are you guys on some kind of a vacation or what? You people always say you understand my situation and would get back to me soon. I don't understand when is that sooncoming. Why can't you give me some definate date? I am unable to install my required applications due to the under configured system and all my work has been stalled for last 2 months. If you cant do anything other than sending me consoling emails, just tell me that hp as already done its best. It ll save my time and i can report my problem somewhere else, instead of sending you these useless emails. Rahul & on mon, 7/20/09, laptop_support_en@mail. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Monday, July 20, 5:52 PM Hello Rahul, Thank you for contacting HP Total Care. I realize that you have been terribly inconvenienced by this situation. Please accept my apologies. HP values the relationship with its customers. I have informed the issue to the concern department once again, please be assured that our case manager will definitely get back to you as soon as possible. I would like to inform you that we do not have the direct contact number of the case manager; I truly regret for theinconvenience, I hope you understand our limitations. This should resolve the issue. If you need furtherassistance, pleasereply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up andrunning, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Sandeep HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to the question (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection withthe use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As aprudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 07/20/09 22:02: 14 Subject: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support hi its been a long time since i have got any update. Does it take three weeks to solve an issue. I have also just come to know that my graphic cardalso hasbeenchanged from nvidia to intel. It seems like you people are keen to test my patience. If you cant reply positively, atleast pls give me a directcontact number of some higher level management so that i can talk to them directly. Pleasedo not reconnectmeto the same rude case manager i already talked to. Thnx a lot. Rahul vemuri & OnTue, 7/7/09, LAPTOP_SUPPORT_EN@MAIL. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: RE: RE: HP Pavilion dv2700tv CTO Entertainment NotebookPC e-mail support To: rahul Date: Tuesday, July 7, 12:05 PM Hello Rahul, Thank you for contacting HP Total Care. I realizethe importance of the issue and I apologize for the inconvenience caused due to this situation. However, I would like to inform you that your casehas already been escalated to our Supervisors and they will get back to you soon. Your patience is appreciated. If you need furtherassistance, please reply to this message and we will be happy to assist you further. Forinformation on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Vipin HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do NotDelete Service Ticket Number*Our advice is strictly limited to thequestion (s) asked and is based on the information providedto us. HP doesnot assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 07/07/09 16:44: 54 Subject: RE: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support Hi Its been more than a week that i sent you the first email. It seems you guys don't care to respond. At least please give me some update regarding my issue and give some approx date when you guys are going toget back to me. How much more do you i think should be using this under configured notebook. & on tue, 6/30/09, laptop_support_en@mail. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: Date: Tuesday, June 30, 4:47 PM Hello Rahul, Thank you for contacting HP Total Care. Irealize the importance of the issue and I understandhow important it is for you to get this issue resolved at once. As told inthe previous e-mail you case has been escalated to our higher authorities and our higher authorities are our Supervisors who review the case andin turn re-escalate the case to the Case Manager. The process takes time, but be assured that you are valued HP customer and resolving your issueis our prime concern. If you need furtherassistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Vipin HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to thequestion (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liablefor any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. Formore information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card detailsor other financial information in any e-mail replies. Original Text From: rahul To: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com CC: Sent: 06/30/09 21:10: 13 Subject: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support hi vinod thanks for the quick reply. Can you please explain to me who exactly the higher authority is? I. E is it the same manager ranked officer who talked to me on the phone or somebody higher? Can you also please update me regarding the status of my case? Thank you rahul & On Mon, 6/29/09, LAPTOP_SUPPORT_EN@MAIL. Support. HP.com wrote: From: LAPTOP_SUPPORT_EN@MAIL. Support. HP.com Subject: RE: HP Pavilion dv2700tv CTO Entertainment Notebook PC e-mail support To: rahul Date: Monday, June 29, 2:00 PM Hello Rahul, Thank you for contacting HP Total Care. I understand how you feelabout this issue. This case needs to be taken care by the higher authority and hence I have forwarded this issue and all the matter to the higher authority. However, this might not be the positive reply for your concerns but this is the only way to getthe issue resolved. As every troubleshooting steps and even the repair did not resolve the issue it needs the special attention. If you need further assistance, please reply to this message and we will be happy to assist you further. For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare Sincerely, Vinod HP Total Care *Do Not Delete Service Ticket Number* {ticketno:[8026261221]} *Do Not Delete Service Ticket Number*Our advice is strictly limited to thequestion (s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back upyour data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. HP does notrequire you to send any financial data in your reply to this email. As a prudentreminder, do notinsert credit card details or other financial information in any e-mail replies. Original Text From: rahul To: laptop_support_en@mail. Support. Hp.com CC: Sent: 06/29/09 18:02: 32 Subject: HP Pavilion dv2700tv CTOEntertainment Notebook PC e-mail support hp e-mail support Webform submittal date/time: 29 June 17:43: 44 UTC language_code: en language: English Country of Residence: United States product_line: KV product_oid: 3650953 product_name: HP Pavilion dv2700tv CTO Entertainment Notebook PC part_number: KQ656AV, KQ656AAR purchase month: 6 purchase year: 2008 problem area: hardware serial number: 2CE8242Z12 operating system: Microsoft Windows Vista Home Premium 64 Was the CD/DVD writer drive built into the computer when you purchased it?: no problem description: Hello sir. I have bought an HP pavilion notebook. S/n: 2CE8242Z12 p/n: KQ656AV This is my second laptop with HP. I was so happy with theproduct that I have also suggested a dv3t laptop, a touchsmart pc andan officejet allinone to my dad which he bought last month. You can verify the shipping address and the last name. Email id: [email protected]. We have been happy with the products untillast2 months. My laptop suddenly started to shutdown for every 10 minutes of normal usage. I supposed the problem to be overheating and called hp technical support. The guy suggested me to do some bias update and some technical things which didn't work out. He alsosuggested me to use the laptop only on hard surfaces likedesks which I mostly do. But I suppose most people buy laptops for their mobility. Iasked him whether I should send it over to HP but he insisted that I use it for couple of days and then see if the problem reoccurs. The laptop was never any better. So I called you guys after a couple ofdays and finally after much persuasion the laptop was asked to be sent in. I clearly mentioned all the problems, I was facing with the laptop including my display, fingerprint reader, volume, and overheating. The laptopwas repaired and sent back to me but the same problems came back to it again with the displaycompletely going blank too. So i called you guys and reported my problem. After waiting onthe linefor more than an hour he gave me a second order number and asked the laptop to be sent in again. So this time also I very clearly mentioned all the problems I was facing in the service form. The laptop was repaired again and sent back to me. I got my laptop back5 days ago. When I was working with it, thedisplay problem reoccurred again and when I shutdown manually and went to check the computer properties, I was shocked to see that my laptop configuration was changed entirely. I had a 250gb hard diskwhich was replaced by what I understand is a 160gb hard disk. My 64bit operating system has beenchanged to a 32-bit one. My RAM has come down from 4gbto 3gb. I was really pissed off seeing that.in the last 2 months, I almost never had a chanceto use mylaptop, andme being a graduate student, it was really tough. I had to spend tons of time in thelibrary to make upmy loss. I called hp again and asked if any refund was possible because it was less than a year i used this laptop and it was still under warranty. The case they said would be forwarded to manager andthat he would call me within 24 hrs. They didn't even mention the approximate time of call i. E morning or evening. I waited for almost 48 hrs losing my sleep and peace of mind. When I called you again I was told that the manager would call me back on Monday, i. E today. Today I talked to the manager who suggested that even if I wanted the refund the Iwould get less than half the amount so he suggested me to send the laptop back again and get it repaired. But I'm in no mood to continue with the troublesome product so asked him what would be the exact amount I would get as a refund. He suddenly changed his words and said that he never suggested a refund for my product. I'm really unhappy with yourproduct and especially your service and service manager. I'm very sorry to say that i wouldget a better serviceanytime for an item bought even from a dollar store. My first preference would be a complete refund. If you really can't do it, then at least send me a completely new replacement as soon as possible. That way I'll not regret me buying a HP product and also suggesting them to others. If you can do neither, then i would suggest HP not to promise 100% customer satisfaction. Following are my twoorder details and case number. 1. Vvn85701 2. WBJ38601 case# 8026261221 I would be waiting for you quickand positive reply. Rahul tech skill: Intermediate first name: rahul last name: phone: email: rahul
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