My HP Case Manager messed up my order...

Ok, so after my HD-DVD drive not working properly and going back and forth with tech support and a replacement drive HP Case Management got involved. Well now we know that Blu-Ray HD is the winner, so he offered to me a dv9700t with a Blu-Ray drive in instead. In my signature you will see the rest of my specs.

Fast forward Case manager submits the order for approval and promises to call me once approved. He never calls of course so I call in and get one of the call screeners and ask for my order number to check online status. Low and behold my graphics card is the 256MB NVIDIA GeForce 8400M GS instead of my 512MB GeForce 8600M GS like I had. So I call my case manager and he says he can't do anything until it gets sent to me. Well the laptop is scheduled to finally arrive on Monday.

I have a feeling they are going to try and offer me something to just keep it. I don't want to just keep it. So I am just going to send it back, but do you think I can negotiate a 2.5 Penryn for their error? I currently have the 2.2 Ghz


Whatcha think?

 

0.3 isn't worth the extra hassle. Just try to get the laptop you originally were promised.

 

Just make sure they don't try to give you flack that the price on the 8600M GS has gone up $50 overnight either. I had to do a return and then they tried to downgrade me to an 8400M. It was caught in time but not on their end!

Also, I have had to return two defective laptops (one for a bad DVD drive and one for a dying LCD). I also had a case manager but the only thing I could get out of them was that they would order me a 3rd and have a production team of 4-5 people go over every single component after it was built before it would ship to me. I just didn't think that was good enough.

 

Thanks for the input, I will post what happens tomorrow.

I know the speed difference is not there...just future proofing. Which means I'd keep it for 14 months instead of 12 LoL

 

GL with it. I know it's a pain to have to deal with but I hope everything works out for you.

 

Wow, So I received the new laptop and tried getting in contact with my case manager and of course didn't get a call back. So I swapped in my old hard drives and my added memory from the dv9500t to the new dv9700t.

I know, I know don't go by the Windows Experience Index..... But my WEI in the dv9500t with the Nvidia 8600GS was 4.8 with the lowest number being the 4.8 rating for my 4gb of RAM.

Fast forward to this Craptastic piece of machinery and now its at 3.4 this is amazing

 

Ok after adjusting performance settings, I got the processor back up to 5.1 but the graphics are still a way off. Definitely going back, if my case manager ever stops dodging me.

 

GRRRRRR!!!


OK well I called my case manager on 1/28 was told I would get a call right back. Did not get a call right back or the following day so I called 1/30 was told he was on another line and that my case manager responded he was going to be a while but he'd call back. Call screener said if I don't here back give a call back in 2 hours. I call back my case manager is now not responding to the call screener.

Is it too much to ask for a replacement not a downgrade?

 

Sorry to be talking to myself but this is the only place I can keep a log and vent at the same time.

I tried calling my case manager today at around 1:45pm EST and was told he was at lunch to call back in an hour. I call back a little over an hour later and once again the call screener says my case manager is not responding to his instant message. I stay calm and this time the screener "says" he emailed both my case manager and his boss since I have been trying to resolve this with him since the 9th.

HELP!!!!!!! I am going crazy! I feel like just calling in every 30 minutes until my case manager takes my call or they block my number.

 

That's exactly what I'd do at this point.

 

Let the fun begin...

Just called to speak with case manager and GUESS WHAT!!! He was on another call, and was going to be a while. So I decided to let the screener know that I will be calling every 30 mins and for him to let Dan know. He got a good chuckle

Edit: 11:03 I am on hold...Could this be it!

Edit: 11:09 "Sorry for the long hold, your case manager thought he was going to be able to take you call...He'll call you back in 30 mins"

Edit: 11:42 WHAT A SURPRISE!! No call yet...I'll wait until 12 to call back (just to make my call backs easier)

Edit: 12:07 On another call "gonna be a while"

 

12:41 Finally!

Got a call back and didn't lose my cool or anything.

Case Manager offered to have me send in my laptop to HP Service to get the graphics cards swapped. I said too many horror stories about the way they handle the laptops.

2nd option...Get a replacement for my replacement BINGO! So then I politely asked for the 2.5 Ghz as a compensation for all my calls. Of course I got the lemme see what I can do and I will call you back once I place the order and let you know.

I'd love to have the upgrade for all my efforts but at this point I just want my laptop as ordered...

 

i have the same problem with yours concerning with the case manager, i just gave up its been 4 days already. I just returned the defective 9700t and ordered a new one for less the $500 off coupn is back and just use it save me more than $200 more!!!

BTW anyone interested on the $500 off coupon the code is NB1391

 

I have been having a tough time with the case managers. They never call back even though they promise to call literally in a couple of minutes. It's always us calling them back and even then it has been almost impossible to get to the case manager assigned to our case. 99% of the times some other case manager picks up, tries to reach out to the primary case manager , doesn't get a response , comes back to us and tell us that they can take a message and do absolutely do nothing beyond that. The case cannot be transferred to any manager other than the one we were assigned to in the beginning. Worst even, we can't even get to talk to higher authorities for escalations . This is the first time I've heard that we do not have any options for escalations. usually there's always a manager that we can talk to, with their e-mail address made available to us but not in this case. We're pretty much stuck with the case manager we are assigned to!!

Our problem is with a laptop we bought in Dec 2007 from HP's website. That laptop died within 10 days of it's purchase so we called HP technical support for assistance. In the meantime we also asked for instructions on returning the laptop for a refund . Technical support asked us to try out various things , none of which were helpful in repairing the laptop and finally directs us to contact HP Shopping for a refund . When we call HP Shopping we are told that it's beyond 21 days of purchasing the laptop so a refund is not possible and we are asked to contact a case manager . It's been a nightmare since then! the case manager never calls back. We kept calling all the time to ask for updates and even on those rare ocassions when we do get connected , we only got curt responses. All in all , this has been a sordid affair! In fact this is not the only forum where customers are complaining about HP's abysmal service . I just googled up for "HP Case Manager" and couldn't find even a single post which is satisfied with case manager service. Looking at the way the case managers are never available, it just appears that they are experts at being evasive!!
I'm just wondering if we actually should consider a class action law suit here . May be , just may be we have a strong case if we approached this issue collectively!

 

A few years ago I had a ZX5000 CTO that started to fail after six months. It went back to HP repair four times (three in one month!). The fourth time I got it back, it had these deep scratches all over the lid. I called customer support, they got a manager on the phone and passed me on to a Quality Control Manager (or a Quality Assurance Manager, can't remember which title). I told him about everything my laptop had been through and he set me up with a system that was way better than what I had CTO. I had no problems after that and I'm using that laptop right now as a matter of fact. He even told me to take my time with the old one after the new one arrived so I could get all of my files off of it at my convenience.

Maybe you can get a Quality Control (or Quality Assurance) Manager involved. I don't know how many more hoops you have to jump through before they'll let you get through to those guys but the fella I talked to was a huge help.

 

CL, I agree this has been amazing...I wonder out of 10 people who have dealt with "Quality Case Management" how many have had bad experiences. Sure everyone writes about negatives but you would never read about how wonderful a case manager was. I see about 15-20 orders a day being entered by case managers through the order status check page. So far less than a handful of people that opened their cases in December are complaining.

Not that it matters one bit but I already sent a complaint in with the BBB and PlanetFeedback. I just want my laptop.

I know its going to be a fight but if I don't see my order in the system this week I am going to dispute this charge with AMEX.

 

Ken, how do you see orders being put in by case managers? Do you work for HP?

 

No, but I use my order number from my first replacement laptop to see which laptops are ordered everyday. I just wait to see an order for a 9700t and click it and see my shipping address LoL.

On a side note, everyone would be amazed at how many 2.5 Penryns are being sent out. It looks like anyone that asked got it. We all know Penryn owners couldn't have actually made it up the chain to Case Management yet...

 

I've had two case manager experiences - one from years back and one recently. In both cases, neither did anything. It was only after a Quailty Control Manager (who I assume is above the Case Managers since it took me months of problems before I got to them) got involved that anything happened.

Funny enough, I ended up ordering two laptops in December. With the first, the returns dept. sent me to the technical dept. to start a case #. The tech dept. assigned a case manager and said one would be calling me back within 48 hours. Then I was transferred back to the returns dept. who processed my return and helped me build a replacement.

I figured since my replacement was being built, there was no reason for the case manager to call me back so I wasn't surprised when they didn't call back 48 hours later.

10 days later, the day after my replacement laptop ships, I get a call from a case manager! I told them my replacement was on the way and they acted like they had no idea I had been helped (then why did they wait 10 days to call, I just don't know!).

After the second laptop had a problem, I called the case mgr to let him know. He said all he could do was issue an order for a repair so my best bet would be to go back through returns and start all over again. That's when I called returns and said I wanted my money back.

Yes, I know....why did I wait and then order a third? After researching other brands and even having an Inspiron 1720 in my shopping cart, the $500 off coupon lured me back and the fact that I've been an HP customer for 15+ years. But this is definitely the last chance. For my situation, this has gone on since early December. I just want a laptop that works and that shouldn't be so hard to expect.

It's crazy the hoops you have to jump through and I hope you get some resolution.

 

I have also been having issues with my case manager. I never seem to be able to get a hold of him. Now when i am finally getting a replacement for my dv2000, it seems like he has gone and ordered it without discussing the specs of the computer with me. I don't want to sound greedy, but i don't feel like the specs of the laptop i am getting do justice to the fact that i have been without a functioning laptop for 2 months and some more weeks till the replacement comes. ARRG this is so annoying. Are there any tricks to get ahold of the case managers? To be honest i dont think i am gonna buy another Hp laptop again.

 

In my situation, the first time a case mgr called, he left a message. When I called back, he was on the phone so the guy who answered said he would take care of me and become my new case mgr. The next time I needed to talk to him, he was on the phone so I left a message and he called me back within 5 minutes.

That's terrible you can't get a hold of your case mgr. You think you're making some sort of progress by dealing with someone with "manager" in their title but I guess that's just not the case!

 

Here is an example of one of todays replacement systems. It seems if you get the right case manager they have no problem upgrading you.

Of course we don't know for sure if this person ordered a fully decked out system to begin with but there is no way they originally ordered the 2.5 Penryn.

02/06/2008, 10:02:21 PST

Order summary
Item description Product # Qty. Unit
Price Your
extended
price
HP Pavilion dv9700t customizable Notebook PC

* Upgrade to Genuine Windows Vista Ultimate (64-bit)
* Intel(R) Core(TM) 2 Duo Processor T9300 (2.50 GHz, 6 MB L2 Cache, 800MHz FSB)
* 17.0" WSXGA+ High-Definition HP BrightView Widescreen Display (1680 x 1050)
* 4GB DDR2 System Memory (2 Dimm)
* 512MB NVIDIA GeForce 8600M GS
* FREE Upgrade to HP Imprint Finish (Radiance) + Fingerprint Reader + Webcam + Microphone!!
* FREE Upgrade to Intel(R) PRO/Wireless 4965AGN Network Connection and BluetoothTM!!
* 240GB 7200RPM SATA Dual Hard Drive (120GB x 2)
* LightScribe SuperMulti 8X DVD+/-RW with Double Layer Support
* HP ExpressCard Digital/Analog TV Tuner
* 8 Cell Lithium Ion Battery
* System Recovery DVD with Genuine Windows Vista Ultimate (64-bit)
* Microsoft(R) Works 9.0
* Mobile Stereo Earbud Headphones (1 pair)
* HP Home & Home Office Store in-box envelope


No tracking number available
Product price does not include a $8.00 recycling fee per unit* EPP_00_XXXXxX 1 $2,045.42 $1,895.42
Summary of discounts for order HXXXXXXXX
Instant discounts you received:
$150.00 Notebook instant rebate
Order subtotal $1,895.42
Shipping
(Two Business Days) $39.00
Estimated ship date:
Your customized HP Pavilion dv9700t customizable Notebook PC will be
built by February 20, 2008

CA Tax $146.90
Recycling fee* $8.00
Grand total $2,089.32

 

I called the case manager again and apparently he is sick? I then asked if i could be given a new case manager and they told me i can not. Is this true? Right now i am supposed to be recieving a dv2700 special edition with core 2 1.6ghz, 2 gigs ram, go 8400 128mb, 6cell battery. In my opinion this is not a big upgrade except for the graphics card, because i had already bought more ram for my last laptop. the specs were 1.6ghz turion, 1 gig ram(later upgraded), go 6150, 6 cell battery. To be honest i would rather not have the special edition and get like a 2.2ghz processor, and a 12 cell battery. But o well i will see how it goes.

 

I have asked the same question and received the same answer. I even asked if there was anyone above my case manager I could talk to.

 

Hmm. . . that is a problem. i know that i am being impatient, but i have not had a working laptop since the end of november. I think i deserve a very nice laptop, especially if i have to wait an another 3 weeks for it.

 

RealtorKen, I read your post about seeing other people's orders. I'm confused. Where are you going to see this info? Does it show the customer's address and all that? How odd that this info is publicly available!

 

Yeah, I am able to see all the system specs for at least some if not all of Case Managements orders.

I do see all shipping info including shipping addresses and tracking info. I wouldn't say its "publicly available but I guess since I can see it...it kinda is. The only reason I have this info is after not receiving a call from my case manager when my first replacement was ordered I got the info from one of the other case managers.

 

Wow! That is some crazy stuff!!

 

You got login info to track orders?

 

Yeah, although my new laptop still isn't in there of course...

How long should I give my case manager to get this order in? I talked to him on Friday and still no order...

 

Hey all. I just spoke to another case manager (mine is still out). We settled the specs of my replacement. I was able to get the 2.2 ghz and the 12 cell battery in place of the special edition. I also got her to throw in a mouse and fingerprint reader!

 

Sweet! Very nice deal

 

Well today has been a week...No word about the 2nd replacement yet so I called. My 2nd replacement still hasn't been ordered, and once again my case manager was on the phone and would call me back. (Don't think I'll be holding my breath for that to happen)

For everyone that was asking for the login info to see all the case management orders...Sorry but I am not giving that out, just not my place.

 

Don't know if you were referring to me but I never asked for login info. I didn't even know they had a place to login to see replacement orders. I do find it disturbing that someone (or some people) at HP is handing this info out since other people's mailing addresses can be seen. I sure wouldn't want my info broadcast like that out to the world.

That sucks they haven't ordered your 2nd replacement yet. Defeats the purpose of them giving you the login infothey were just going to drag their butts and not get you another system on the way.

 

Yeah and Ken, if I were you, I just say when my case manager isn't available and they offer for them to call me back, I just say I have to leave soon and if they wouldn't mind could they just place me on hold until they are available? I once waited a half hour but I had a great guy who checked in every 5 minutes and gave me an ETA of when my CM could talk to me

 

Well its day 429 of this saga and still no word or hint of an order being placed.... Friday of this week will probably be my breaking point. I will definetely request to be kept on hold as you suggest Bertie.

This is so ridiculous...

 

Sorry to hear that Ken. however, after getting my laptop back from its third repair and its still not being fixed, my case manager finally built me a replacement. Here are the specs:

HP Pavilion dv6700z customizable Notebook PC
– Genuine Windows Vista Home Premium (32-bit)
– AMD Turion(TM) 64 X2 Dual-Core Mobile Technology TL-60 (2.0 GHz, 512KB+512KB L2 Cache )
– 15.4" WXGA High-Definition HP BrightView Widescreen Display (1280 x 800)
– 2GB DDR2 System Memory (2 Dimm)
– 256MB NVIDIA GeForce 8400M GS
– HP Imprint Finish (Radiance) + Webcam + Microphone
– Wireless LAN 802.11a/b/g/n
– FREE Upgrade to 160GB 5400RPM SATA Hard Drive from 120GB 5400RPM SATA Hard Drive!!
– FREE Upgrade to LightScribe SuperMulti 8X DVD+/-RW with Double Layer Support!!
– No TV Tuner w/remote control
– High Capacity 6 Cell Lithium Ion Battery
– System Recovery DVD with Genuine Windows Vista Home Premium (32-bit)
– Microsoft(R) Works 9.0
– Mobile Stereo Earbud Headphones (1 pair)
– HP Home & Home Office Store in-box envelope

 

Ken, that is way beyond ridiculous. I would start documenting your calls to them (when you call, how long on hold, how many days you waited until they called) and then ask for someone higher up. You're still a customer! (for now anyway, right!) That really stinks that you're not being called back at all.

 

The correct way to ask for someone with more power and to see results is...
"I WOULD LIKE TO SPEAK TO THE PERSON THAT FIRES YOU"
Most the time you get a better response.

 

Well I just shot off an email to [email protected]

A couple minutes later I get this auto response:

We'll see if that goes anywhere..so far BBB and PFB have gotten me no where

 

Seems like that would do the trick, doesn't it? For some reason, I've always had better luck with HP by playing the nice but firm card. Too bad you have to talk to them at all when all you want is a system that actually works out of the box, ya know?!

 

I did that when they would not add the $500 coupon to the order I had already placed. They credited my account by the end of the day! It was great!

 

I've played that game, as far as trouble shooting goes there is no one higher than your case manager. If you insist they will either transfer you to corperate or give you their number. Corp will listen but send you right back to case management. From what I have seen case managers aren't lying when they say they are the "highest rung on the ladder". It's frustrating and interesting at the same time.

 

Well I just called my case manager and he said it is in with the accounting dept and it should post to the site with an order number by Monday. Happy about that (as long as it happens).

Unhappy about the fact that he didn't upgrade me to the 2.5 Penryn...For all my trouble but hey at least I am getting rid of this 8400gs video card they stuck me with.

 

Well it's Monday and a bunch of orders posted today...None of them were mine as promises

 

I really think HP should be ashamed of its customer support. Many are telling me that every big company has this shortcoming (bad customer support), but seriously if you go to other manufacturers' forums, you see less complaints about their customer support as compared to HP. I strongly discourage everyone to buy HP products, unless HP become responsible of their own products!

 

WoW! Look at this order that just got processed by case management! I got excited until I saw it wasn't shipping to me.

My question is how does case management justify compensating something like this... Especially when we don't send in the accessories we bought from HP.

 

Well that was 6 days ago... I keep checking to see if my order was one of the posted replacements and sure enough its not.

So I called Case Management yet again, in hopes to bring this whole mess to a resolution. I actually waited on hold today for approx 20 minutes before ANYONE picked up the call. I thought my call may have been misrouted or something cause out of all the times I have called this was the first time I had to wait on hold like this.

Of course once again... They ping my case manager Dan and comeback with yeah he's going to be on another call for a while. Let me get a number he can call you back at

ARGH!!!!!!!!!!!!!!!!!!!!!!!!!

 

Sorry to hear about your troubles. You are letting them push you around tho. You need to call back and ask for his supervisor. Easy as that. Don't even deal with your case manager anymore. Get him out of the equation.

 

I've been keeping up with this thread and then I came across this article, which I think is hysterically wrong:

http://articles.moneycentral.msn.com/SavingandDebt/ConsumerActionGuide/AreYouABadCustomer.aspx

I think companies waste so much money on Customer Service because they don't properly address the customer's issues. So if what this article says is true, there is definitely something very wrong with this generation of ... capitalism (I guess is the word I'm looking for?).