Hewlett Packard HP
Defective computer never fixed or replaced, horrible case management experience

HP has had my notebook since 1/30/08. It is now 4/7/08 and I have no computer and no indication that my fixed computer will be returned or replaced with an actual working computer.

My notebook was working fine until one point the screen would scramble. The only solution was to reboot.

I submitted my computer to HP repair, they received it 1/30/08, and I was told it would be fixed in about 2 weeks.in 2-3 weeks I got a phone call from someone overseas saying HP was experiencing delays and my computer would be shipping in 2 weeks. This sequence was repeated many times until I finally got mad and had the case escalated to the case management team.

About 2 months after I submitted my computer, I finally got a hold of a case manager. I was told that I would be receiving a new notebook and that I could have my old computer back to remove programs that only have 1 license. This was promised by my case manager, Crystal, on 3/21. I was told it would be 10-14 days. It is now 4/4/08 and I still have neither computer.

Every time I call I get a different person. I am never connected to my case manager. She is always inexplicably on another call. I have tried being nice, I've tried yelling and reasoning, but to no avail. I still get the same excuses. I have even tried to wait on hold until my c.M. Is available and I was told I was not allowed to do that. After spending hours on the phone with HP, all I have figured out is that I have to keep calling every day trying to get Crystal, my cm, on the phone. It is completely unacceptable for a company to treat its customers this way.

There are two case management offices, one in Oregon, one in Canada. There is no direct way to call your c. M, there is no email, and no voice mail. It is next to impossible to get your c. M on the phone. Also, if you c.M. Doesn't make the notes available to other c. Ms no one can give you any information about your case.

Researching this issue on the web shows many other people who have experienced the same horrible customer service and zero results for fixing the issue.

I did find this email address "23. Hpfeedback@hp.com" as a possible contact, but I don't know who it goes to.

I will never buy another HP product and almost don't want the one that I did buy.

Company: Hewlett Packard HP
Country: USA
Site: hp.com

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