I have an HP Envy Limited Edition laptop. Its been great except for the case, which scratches far more easily than any other laptop I've ever owned. Recently, a trip from the hotel room to a client site managed to crack the unit's case during the ride. I called HP and was immediately told that it was no problem, it was covered under my Accidental Protection Plan. Yay - or so I thought.
I told them that I was on the road and gave them the address where I was. It was read back to me and I expected a box within two days. When it didn't arrive in time I found out it had been sent to the wrong address. No problem, mistakes happen. I called and they sent me a new one to the correct address. I missed it arriving because I had to travel for about 10 days. I wasn't happy about having to miss it, but it was still being fixed so I was happy.
When I returned, the box was there as promised. Unfortunately, opening it revealed that they'd forgotten to put the return shipping slip inside. Ok - another mistake, no big deal. Mistakes happen. So, I called again and spoke to another very nice CS rep who told me they'd send a new one that would be there in 2 days. Three days later I called again and was told they'd sent the slip to the wrong address (though it never arrived there either) and would send me another one. I'd have it within... You guessed it... 2 days. Three days later... Rinse and repeat.
This morning I again (3 more days later) spoke to a customer service representative who again apologized profusely and told me I'd have my slip this morning by 10am. Its 11:24 right now - and still no slip. I'm not hopeful. I told them it wasn't enough to just put it through the regular system any longer. I've been very patient and understanding but this is too much. I've been lied to over and over again. I requested that as soon as they got my returned laptop, they just ship me an identical replacement so I don't have to wait yet another week for my "6 day turnaround door to door" warranty to be honored. I was told that wasn't really possible but they'd speak to someone else who might be able to help and call me back.
Of course, no one has called me back and I suspect that tomorrow I'll be calling again to speak to yet another regretful and polite customer service representative who will promise to resolve my issues within another three days. However, three days isn't three days when its actually a month and there's no sign of an end. I spent nearly $3000 on this system and its useless as long as its packed in a box waiting to ship. My client sees me on the job site without a laptop and my credibility is lessened because of it. I would be very happy if HP either refunded my full price or shipped me a new laptop with the same specs as the broken one. I'm not sure that anything else is good enough at this point.
Service Order #: 8043755849
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