HP's service getting worse?

I've heard great things about HP's service in the past, reliable, fast and very problem free. I had a problem with my screen so I called them up, I told them I had it purchased in the US and I'm in Canada(friend brought it over for me) and I told them that but they said just send it in.

So I sent in my DV2000, there was a small spot that was brighter than the rest of the screen. This was back in the beginning of March btw. Two weeks pass, I decided to call HP to get some info and they tell me that they needed to ship the parts in so it'd take longer. Okay, a week passes and I decided to get another update since the code they gave me for the site to check progress and such didn't work. They tell me the parts have arrived and will be shipped the next day(April4) and that I should recieve it soon.


So a week and a few has passed and I'm still laptopless. I call in(April 16th) and they tell me their system says the laptop was delivered on the 5th! They had delivered it by Purolator and it was sent to DHL, why? I have no idea. I tried to be as patient as I can, calling each day as they told me but I kept getting the same answers "It's being escalated" "we'll call you back" and "call back in 24 hours" Yea, they never actually called me back....I recieved 4 new answers today actually, 1. they don't even know if it's been fixed yet, 2. they don't know where it is, 3. they said they shouldn't have even fixed it since it was a US custom made one even though I was told it was alright 4. they said they might not even deal with it and said I'd have to deal with Purolator...but shouldn't it be HP? As they gave out the shipping address...

I was pretty annoyed at the moment so I asked about who's looking at the case and what answer did I get? A few case managers have looked at it already but the priority wasn't high enough. I think a missing laptop ranks pretty high up there..I decided to ask what they planned to do if they could not find my laptop and they weren't even sure on what to do, replacing my laptop was a 50/50 they said. Recently I had upgraded the ram from 1GB to 2GB, the model had x2 512MB installed so I ended up buying x2 1GB sticks. I told them about that and they said that the replacement would not give me the 2GB upgrade and that I'd be getting what I bought with the original purchase. Is that how it's suppose to work?

What's your thoughts on it? I'm pretty ticked about this, a lot of thestuff I had on my harddrive were backed up because I knew they might be wiping it but if they didn't, some strangers gonna have all my personal stuff.

 

Sounds like it got messed up because it was crossing the US and Canadian border. If you buy it in the US unless you have a global warranty which I believe only some of HP's business line notebooks do (optionally), you have to get it serviced in the US they won't ship it over the border. Sounds like someone there said it was ok and it really wasn't which started the chain.