My HP Case Manager messed up my order...

First thanks for the reply...It gets lonely talking to myself LOL

I have asked for supervisors a number of times but I just called back and got the phone number for Executive Customer Relations 877.917.4380 Option 7. Before I tried that number they attempted to ping my case manager once again. Guy came back and said "your case manager isn't going to take your call so your best bet would be to call that number I just gave you."

So I call the number and speak to a nice lady named Holly, very pleasant sounding (almost intentionally, as to calm all the angry souls that call in). She pulls up my file and says let me try and get in touch with your case manager....WTF!!! as I sit here on hold right now, it infuriates me that the department above "Quality" Case Management can only try and get in touch with my case manager. Why can't they do anything besides that. <END RANT>

4:40pm EST: So here I wait on hold (not even any music, did she hang up?).......

4:46pm EST She connects me back to Quality Case Management and puts me on the line with Case Manager Chris

4:53 Here I sit arguing with some other case manager that there is a difference between my original 8600m gs and the 8400m gs that I currently am stuck with. They are saying that my original dv9500t was labeled the 256mb 8600m gs and that is the same as the 256mb 8400m gs that I have because they are both labeled 256.

5:04 Case manager still refusing to take my call so here I sit on hold with another case manager Chris. While Chris talks to another case manager to get this all resolved somehow. It seems that we might be getting somewhere.... I now currently have 3 case managers supposedly talking to try and get this taken care of.

5:10 Never mind.... I thought I was going to get this resolved with this call but Chris came back on the line and told me that my case manager Dan is going to "research" and call me back. So once again here I sit waiting for a call back.

 

I have personally never agreed with Liz Pullams way of thinking. I think she is another Suze Orman wannabe (both incredibly mistaken).

However it does bring one thing out that I had not considered... If lets say I have now spent 25-30 hours on this fiasco, HP has had to spend more. At a conservative $10 an hour, that number when all said and done could exceed the cost of the laptop. Definitely exceed the profit margin at the very least...

What happens when I file for a charge back with American Express because I can't get my laptop... Even more hours plus they risk losing any money they already received. Obviously I don't want to have to do that but I have done everything I possible could have. They had till today to respond to my BBB complaint...guess what...They didn't even respond something as simple as we are working on it.

 

I've been following this thread and I must say this is the saddest CS I have ever seen. I thought I had it bad when I tried to get my hard drive replaced. You may want to just cut your losses now and take your money elsewhere if you can.
Just though of something. Have you tried getting your credit card company involved? They have an extended warranty plan for you at no cost. Maybe if you explain to them the situation they might be able to help you. If not then tell them (HP) you want your money back and go elsewhere. G-Luck.

 

Yeah - I think he did get the CC company involved. Or at least he seems to be implying that he will.

 

Well first off I called at

11:47 am EST : Case Manager "Steve" said Dan my case manager) knows I tried to reach out a couple times yesterday and will get back to me as soon as he can.

2:52 pm: I called and talked to Case Manager Dave who said he knows my case manager personally and will have him call me.

4:52 pm: I am going to call back and I will edit this to reflect the outcome of the call

I already asked about getting my money back they said, at this point they can not just have the money refunded. I would have to send in the laptop and have the value evaluated. So I had searched on the forum and found 1 person say it took a couple months.

Yeah, I am right on the cusp of calling the cc company which on this case was BoFa branded AMEX. Personally I am nervous about doing this with Bank of America, never had to before. I am dreading getting myself into two nightmares.

Has anyone disputed a charge like this before? I only did once a couple years ago but that was on my AMEX Bus Plat and they called me about a charge so there was nothing for me to do.

I keep hesitating to do this because ultimately I like HP notebooks and just want what I ordered. Even if I did get my money back I would probably just buy another HP notebook. I have never had any other problems with them just that customer service is horrible.

My problem is I want to give them the benefit of the doubt every time I call.

Let me ask you all this...

At this point, would you get the credit card company involved or give them until perhaps next Friday (approx 45 days after they found out about the screw up) either way you look at it from the time they found out about the error to the time I will receive a replacement at the earliest will be 60 days.

Am I being unrealistic?

Am I calling too much?

 

I don't think you're calling too much when you're being told you'll be called back and nothing is happening. I'm like you. I like HP notebooks and despite a few problems and having to deal with customer service, I'm still a customer. I like the product just not the rigamarol you have to go through if you need something.

If you get your credit card company involved, don't think you can never buy from HP again.

Personally, I would call back and say you need some action RIGHT NOW. That this has been going on for almost 45 days and you've been more than patient. But this has got to stop. Tell them you either want the person who answers to deal with this right now or you want their manager to get on the line. Everybody's got a boss.

Tell them what you said here. That you like HP's products but that you're considering going elsewhere because of how you've been mistreated and ignored. Tell them you're going to get your credit card company involved because you're not getting any action from HP. You can also say you don't want to go this route but that you're not getting any results from HP to take care of the problem THEY caused.

That's just my take on it. I'm sure others will have more to say. I really feel for you Ken. I spent about 3 hours on the phone with customer service for 2 laptops since December and I thought that was bad.

Your situation is way beyond ridiculous and I guess you're just going to have to lay it on the line to get results. BTW, don't take "he'll call you back" for an answer. Tell them nice try but that you've been listening to that for about 45 days.

Good luck man. I hate it you're having to deal with this.

 

I agree with that right there. I would tell them point blank resolve this issue NOW or refund my money right now. You've taken enough crap from HP and it's time you get what you bought or the money back. The fact that you still want to give them money for their products after all of this shows that you could be a customer for life and should be treated with much more respect than this. G-Luck.

 

Totally dispute the charge. Lemme give you a little story.

Bought an LCD TV on Amazon.com.
TV arrived with a clump of dead pixels in the middle of the screen.
Amazon told me to go through the manufacturer - their return policy is that they will only take back tv's of 27" or less.
Called my Discover card to dispute. They called Amazon.com.
Amazon.com immediately took back the TV, NO SHIPPING CHARGES, FULL REFUND despite their return policy.
GUESS WHAT ELSE? Their return policy has changed since then.

If you want to light a fire under HP's @ss, go for it! Of course, I don't know if EVERY credit card company is as persuasive as Discover. Let me know how it goes.

Best!
Jon

 

Woa!

Sorry to hear about all that, Ken. That has to be the most horrendous customer service story I've heard in recent years. I say Alienfog is right. You're being told they'll get back to you and have been hearing it for 45 days. You're a customer and from the looks of your configuration that's not chump change. They should've resolved this a long time ago. There's no excuse. How can a case manager be so occupied that he cannot get back to a customer over a month since the problem occured? I say tell them in no uncertain terms that you either want the problem resolved immediately or you want a refund so you can take your money elsewhere. Short of that, dispute the charge with BoA. That's your hard earned money and for that amount you shouldn't have to go through such an ordeal.

I don't know how advisable or how workable this is but since case manager is as high as you can go and you're getting no help from them, I heard that sometimes threatening legal action might get the ball rolling. But then I think just disputing the charge with BoA would be enough if you get absolutely nowhere.

Best of luck, man.

 

I like this. My guess is something like this happened:

Discover: A customer bought a defective TV from you and you wouldn't return it. Why not?
Amazon: Well it's not our policy to take TV over 27 inches back.
Discover: Well, make it your policy in, oh, five minute...otherwise we pull your account.
Amazon: Yes sir! Right away!

 

Thanks everyone! You all put my mind at ease a little. My wife thinks I am psychotic because I call so much.

Monday I will do as everyone suggested and make it my date to get a resolution to all this one way or another. I figure if I don't have a successful outcome by say 5pm EST then I will call up my cc company and dispute the charge.

Thanks again!

 

believe it or not, I'm a case manager, so I can tell you exactly what's going on. I could probably get fired for posting this, but my job sucks anyway.

basically, whats happening is that we are understaffed and poorly managed. we're not supposed to make outgoing calls unless the queue is empty, and the queue is never empty because people call in 10 times trying to get a hold of their case manager. its a vicious cycle.


here are some tips:

be nice to your case manager. he's been not had a chance to call you back due to things that are completely beyond his control. depending on how long he's doing this, his case load might be over 100 customers. the reality is that there is no way he can contact all of his customers back promptly, but if you're nice to him, you're more likely to get preferential treatment.

next time you call, ask to hold until you can speak to him. the person that answers the phone might insist to take a message, but the bottom line is that we're not allowed to hang up on you. be nice about it. our job sucks, but if you make it easier for us, we are much more likely to be cooperative.

don't bother calling the corporate office or e-mailing the CEO. you'll just get directed back down to us... I really don't know why that phone number exists, its pretty useless.

dont bother asking for a supervisor either.

when you get a hold of your case manager, don't hang up until everything is taken care of. if your case manager says they need to research something, offer to go on hold while they do it. if they need to make a few phone calls, offer to go on hold while they do it on the other line. if they are setting up a replacement for you, ask to stay on the line or on hold while they are doing it.

good luck.

 

Thanks Catlover!

Well I called this morning at 9:32am EST and was on the phone for approximately 25 minutes. I talked to MY case manager and he said that accounting kicked back the paperwork because we had agreed on the specs which I responded to yes we agreed I had the 8600 originally. So we back and forth calmly, and he then tried to tell me that the 8400 and the 8600 were the same that HP just labeled them differently. His reasoning behind this was on nvidia's website there is no 8600m gs mentioned in their 8 Series Cards.

Long and ridiculous story short...

He is going to re-submit and claim is HP's Error...Yeah I know, I am trying to stay calm and level headed.

I am supposed to call him if I don't here from him in the next 3 hours.

 

Waiting for your update Ken...

Hope you got called back like you were promised!

 

You can tell HP that your 3rd party tech advisors say the 8600 is about 50-100% more powerful than the 8400. Tell them to PM me @ NBR for a solid reference .

 

Sorry to hear about your guys troubles

 

Sorry to keep everybody hanging here!

I got swamped with work and didn't get to call back till 5:30 pm EST and by that time my case manager had already left for the day.

So move on to today (Tuesday) I call and ask for my case manager at exactly 9am EST (when he starts his shift) of course he is on another call. I tell them to let him no that I will be calling in exactly 30 minutes. I call back in EXACTLY 30 minutes and low and behold my case manager can't take my call. SO once again I say I will call at exactly 11am EST. Its actually 10:59am and I am on hold waiting to speak to Dan...

11:04 the case manager comes back on the line and says unfortunately Dan is on another call blah blah. I come close to losing it and actually apologize twice to this poor guy but I ask him should I just dispute the charge or should I send it to them where they can credit me the full value of this laptop. He says hold on let me see what we can do for you...<FURIOUS> This is it...As I sit here on hold I have reached my breaking point... My poor keyboard, I just found myself pounding the thing while I was typing this. BRB need to have a cigarette while I sit here on hold at 11:08am EST Well I am back it is 11:12 and still on hold...

11:16 Case manager comes back and says Dan is still on another call but that he can see that Dan is in contact with HP Home and right now that he is trying to process my order. I ask for an order number..Can't provide me with one as its not an actual order yet. I tell him that I am just going to ship the laptop back to Shanghai if he doesn't give me an address to send this to for a full refund of its value. "Sir, don't do that as it will just complicate your case." HOW MUCH MORE COMPLICATED CAN MY CASE GET! I tell him to let Dan know that I will hold for him. So once again here I am sitting on hold at 11:23

On a side note...It aggravates me that my case manager wouldn't upgrade my processor from the 2.2 to the 2.5 for all my time and aggravation. That's not the driving factor here but why should I deal with this when I can now just purchase the 2.5 system for the same price I originally paid with the current coupon code that is out now.

11:27 still on hold..........................

11:35.......

11:38 Case manager comes back on and says Dan is still on another line and the he needs to free up his line so he can take care of his clients... I respond with thats why it would be in YOUR best interest to transfer this call to DAN. He threatens to End the call at this time. I tell him not to that I would like to please either talk to my case manager, receive an order number for my replacement laptop, or receive a address that I can send this laptop to for a complete refund. He says sir I am going to end this call...I said look I have been waiting to speak to Dan for 40 minutes thanks but I wait another 40 minutes. 11:40 he puts me back on hold...

11:45... Still on hold

11:49 DAN MY CASE MANAGER GETS ON THE PHONE!!! He begins to tell me that everything is still being processed it is being held up by the accounting dept. Yada Yada I said that this time period is completely unacceptable that I have been waiting and waiting and how he's known about this error since 2 weeks before I even received my replacement. We go back and forth and I tell him if he can not tell me right now that my laptop is being built as we speak that I will be hanging up and calling the credit card company. He then goes in a completely different direction and asks me which case manager told me how to access all case management orders...

So someone on here alerted case management that I am seeing everything. Pretty funny that they are nervous about that. Anyway, I respond by saying I off hand I can't remember who it was but I am sure I have it in my notes...(I do, but why should I get that guy in trouble) He tells me that my order will not be in that same location so there is no way for me to find out about it. (AS if I care) I told him the only reason that I had to look for it myself is because he never called me to let me know it was being built. I ask him to put me on hold and make a call over to whomever to find out what the hold up is. He says he can't so I ask if there is anyone who can and he says about how I called Executive Customer Service and asked me what they did for me... I told him nothing they put me right back to Quality Case Management. His response was EXACTLY.

11:59 AM EST 65 minutes into my call I said once again that if he cannot tell me that my laptop is being built that I will be hanging up and calling my credit card company to dispute the charge. He asks for my original order number. Obviously to go note that order with something. I decline at this point to provide it to him as they already have it. He then asks me to call back with the original H number and to let him know what my credit card company says so he can know whether or not to proceed with the order of the replacement.



All and all I truly can't believe HP case management and HP has made me go through all this. At this point, I have lost all faith in HP to stand by their product. I am going to call the cc company in a couple minutes. I need to really calm down first.

 

oh wow dude thts really unfortunate to hear what happened to you. i had a similar issue with case managment and going thru thier ecr which turns out to be a lower division than case managers. so i decided to act kool with the case manager and he turned out to be very understanding and i finally got a second replacment and sum extra stuff !!
yea i mean basically in a nutshell if ur a dick to the case manager youre screwed if your nice to them and say sir and thank you theyll take care of you and i mean it lol!!
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hp tx1100z cto* 2.3tl-66. 3gb ram. fingerprint. nvidia geforce6150. 250gb sata. lightscribe. vista business 32bit. and ohh yeah touchscreen!!

 

just fyi there is no supervisor.

 

At this point its been a complete cluster (you know what) and if it were me I'd simply send it back and dispute the charges. They clearly cant sort it out and I'd just quit wasting my time with them (geez I'm glad I don't have any issues with my laptop if this is the run around you get). Call them and insist on a pre-paid shipping package to return the laptop or tell them you will just send it back in the original package (assuming you still have it, haha send it COD). If it were me I'd also pass out their login to their account services page for a bit of fun and retribution (but then again I'm evil. I am not asking for it, and I don't want it, but I'm sure it would annoy them...unless it would identify the person that gave it to you, no need to get the poor guy fired for trying to help you).

After 6 pages of aggravation its clear they have no intention of resolving your problem so you are left with little choice but to dispute the credit card charges and return their defective product. At the very least call the credit card company and see what their policy is regarding disputing charges just in case HP is waiting you out to the point that you cant dispute the charges any more.

As I said above, I have not had any issues with my laptop and I'm happy with its price and features but there are limits to what I'd put up with in your situation. Normally I'd defend HP because of all the stupid people that have no clue but you've clearly been patient and imho its time to stop being patient. I always try the sugar before vinegar methodology but at this point its getting lame/stupid for HP to screw around.

Good luck,

-Reby

 

Absolutely call the credit card company. They're there to protect you when you run into something like this. I don't see how HP can justify this pathetic customer service.

 

Argh!

More run around...Well I just got off the phone with the credit card company and they need to re-send me out a paper statement so I can check the dispute box on it. I should receive that within 7-10 business days, I need to attach a detailed explanation of what happened and within 6-8 weeks I will receive final decision.

So now its a waiting game, I wonder who will come through first LoL

 

Just print out this thread and attach that ... lol.

 

Well for chits and giggles I did like my case manager asked and called after I talked to the credit card company around 4pm and of course he was on another line and would call me back...Never did of course

Can't say I didn't try

Oh and vaizardv if you read through the thread you will see that I tried my hardest to be nice and compassionate with my case manager until I couldn't take any more run around.

Edit:

just did a google for HP Case Manager and this thread came up on page 1!! WOOT

 

well maybe youre too nice. every time i try to be the understanding cooperative nice guy, i get the big fat run around. I mean, i look at my current 3 page call log for hp and i cant figure out what possesses them to not take care of my problem and find answers right away. Nothing should ever take more than one phone call. Its so horrible, they force me out of my element and make me speak lines like "do not ****ing interupt me when im talking, do you understand?"

Im dealing with HP Case managers right now and their inability to explain a policy of theirs drives me nuts (if you dont know, find soomeone who does and if you give me a good reason ill shut the **** up).

Are you talking to canadians? It seems I am when I dial 877-917-4380 ex94. Given your situation Im surprised you all havent reached a solution yet, it seems like a pretty cut and dry problem.

 

^
ok dudes just so yall know, when u get all mad and touchy feely and start yelling and cussing at them tht dsnt change jack, they could care less about your issue to begin with, and given all the attitude u add to teh situation ull be lucky if u get anythng done. and about the they are on another call tht **** is just annoying, but hey given that we are all here complainin then we are prolly on teh other line with them lol.
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hp tx1100z cto* 2.3tl-66. 3gb ram. fingerprint. nvidia geforce6150. 250gb sata. lightscribe. vista business 32bit. and ohh yeah touchscreen!!

 

troll

What would you have done differently if you were in my situation?

 

i would have definetly not agreed on those specs dude u tell him what u got and u want that or better dude no downgrades. couldnt u give him like ur reciept of the original computer. if u give them that from the begining u wouldnt have had tyo go thru all this crap dude!!
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hp tx1100z cto* 2.3tl-66. 3gb ram. fingerprint. nvidia geforce6150. 250gb sata. lightscribe. vista business 32bit. and ohh yeah touchscreen!!

 

i know what youre saying about keeping your cool but my thoughts and suggestions come from what i hae experienced first hand from HP. like the case manager posted on here, theyre low staffed. from my experience i only get results when i get demanding... I tested this theory with my current conversations woth hp and it held true again unfortunately.

 

btw reason why they were stalling beginning of feb is probably because of chinese new years. China was basically closed from Feb 6th till Feb 12th. Then they had ridiculous backload too. I had the same problem with my case manger, but i still don't let them "hang up" on me.

 

Once again, thanks everyone for sharing your thoughts on my problem.

Now I have called 3 times since Tuesday to get back in touch with my case manager to supply the info he requested and to find out what HP is going to do. Basically while I am waiting for the dispute paperwork from the credit card company I was kinda hoping that HP would come through after all. I guess I was once again just hoping... I think I just answered my own question, I think it would be best to just call it quits.

I will definitely keep everyone here abreast about how the dispute with the credit card company goes but until then this issue is dead. No sense beating that horse any longer.

By the way HP never responded to the BBB complaint either. The BBB re-sent the complaint and they have until March 3rd to answer. Not that it means anything but it should be a plus on my side for the credit card dispute process.

Once again, thank you so much for listening to all my senseless babbling!

Ken

 

so how does having customers call back 25 times vs. once or twice help HP? Giving me an order number and then telling me it will arrive in 3 weeks instead of two is much better than bull shting around for a week and then waiting for 2 weeks. "backload" is not really a reason to piss customers off.

 

Keep us updated Ken. It's pretty much on the order of bait and switch and then just plain ignoring you. Personally, I don't see how the credit card company can ignore that and not credit this back to you. Such a shame that you got a hold of a bad case manager. The one I had last month called me back within minutes. Pathetic customer service for sure. Understaffed or not, they're flat out lying to you when they say they're going to call you back. Inexcusable.

 

Well yesterday was the deadline to respond to the second notice from the BBB and nothing.

 

Well that was pointless if HP just ignores it. Are they even allowed to do that to BBB?

Give it another go and keep lodging complaints.

 

hey Ken, I just had a CM tell me that my estimated build date would be 3/10. I asked for an order number but he said he couldnt give that out because it would give access to all other order numbers. On 02/27/08 my CM told me i should have the replacement of my replacement laptop in 2 weeks (original replacement got here in a week from China to everyones surprise).

Its a DV2700t (CTO) with a T7250, 2gb mem, 128mb nvidia 8400m gs, HP Imprint Finish (Radiance) + Fingerprint Reader + Webcam + Microphone, Intel(R) PRO/Wireless 4965AGN Network Connection and Bluetooth(TM), 160gb HD, 6 cell high capacity. Being shipped to Sugar Land (maybe Houston).

Can you PM the info to check the orders. If you dont want to give out that info, i understand, but can you possibly check for me?

thanks

(let me know if additional info will help)

 

J3oomerang,

I pm'd you a couple days ago did you get the replacement today?

 

Well just to keep everyone informed, I received a call from the credit card company today requesting all the information regarding my dispute and they told me that the charge has been temporarily credited to my account. Final credit of course will be pending the outcome of this dispute.

The weird thing is I asked them where I can send my current laptop and they told me basically they don't want collect the disputed items. Has anyone ever disputed a charge for a tangible item? If I win this dispute do I get the money and the laptop?

 

Common sense says no RealtorKen, and you should know better. If the credit card company does in fact side with you I'm sure HP will want their hardware back (broken or otherwise). Failure to turn over such disputed hardware may result in a criminal charge against you(like Fraud, and as you know that can put your brokers/realtor's license in question with the Real Estate Agency). Take the high road man, I know its been a pain but don't sink to their level and try to be lame, its just not worth it.

 

After the dispute case has been settled, HP will most likely request it back. Thats if you win..

Did you have to file a statutory declaration?

 

I just got back from my ski trip yesterday and the laptop was shipped on friday morning (of course while I was on the way to the airport).

Thanks anyways

 

I had a similar problem with Cingular when they sent a replacement phone to me.
I lost my phone and they sent another one to me, but it was found, and I wanted to send the new phone back. No one at CS could find any evidence that a phone was sent to me. 3 months go by and a charge appears on my credit card for the phone. I dispute the charge, and receive a credit to my account. 3 more months go by and a charge for the phone appears on my phone bill. I dispute the charge until they agree to take the phone back.

I never yell or even raise my voice with CS, but I am persistant, which usually results in them yelling at me in frustration. On a couple of occasions, a CS agent will ask me if they can transfer me to their supervisor. Yes, I can be that frustrating.

In the end, they wanted their phone back, so most likely you will fall into the same category. You might have to hold on to the laptop for a while though.

My advice is to use the "disputed charge" method with the credit card company sooner than later. It is the quickest way to get results. I've disputed many charges on a single card and have won all but one (lost $9.95 to AOL).

Good luck.

 

Ken, I have a question for you out of curiosity. When this whole ordeal is over, will you buy another HP?

 

You know this has been on my mind for the past 2 weeks non stop. My opinion is that for the money the Pavilion series is the best bang for the buck. Even in looks, compare it to the gaming laptops and I still think its the leader. The only thing I have seen that I like better is that tiny and thin Crapple but its a small screen and its still a crapple.

I don't know why I'm still an HP fan as I sit here with a OfficeJet 7210 that 3 months out of warranty crapped out and no longer scans, top loads or faxes and my dv9700t that HP refuses to correctly replace. Principals alone tell me don't do it after the way they have treated me but even now if they called me up and told me my laptop is shipped I would be happy.

Should I buy another HP product....Absolutely NOT
Will I... Probably

Go figure

 

You had my sympathy up until the "Crapple" remark, having had bad experiences with HP myself.

Talk about a way to ruin your credibility and just look foolish

 

LoL Gee it's a shame I lost my credibility by saying "crapple", If you read this entire thread you would actually be amazed that I still have a sense of humor about this. I want to get the video card I paid for, thanks for thread crapping and please be on your way.


Anyway...

HP finally responded to the BBB complaint. I guess the charge reversal has convinced them to start moving a little bit to cover themselves. Its a joke too:

So my response is going to be if thats the case how come my case manager hasn't called me back once from the ELEVEN times that I have called since complaining to the BBB.

EDIT:

Here is my rough draft response to the BBB

 

Well just faxed off my 4 page detailed report to the credit card company. They finally requested that and all supporting documents. So now its really just a wait and see.

EDIT:

Here is the letter for anyone that wants to read it..

Dear Sir or Madam:
I am disputing a credit charge from HP HOME STORE in the amount of $1,569.97, which is included on my December 2007 statement.
On November 29, 2007, I ordered a dv9500t customized to order laptop paying extra to have it built with a NVIDIA GeForce 8600 graphics card from the HP HOME STORE Web site (HP), www.shopping.hp.com. I received an e-mail on the same day that confirmed my order in the amount above. I was also told that I would receive the merchandise within two. I did receive the laptop however I immediately spent more than 2 weeks trying to get the laptop to work with the HD-DVD drive and to play movies. HP technical support tried to provide support during numerous phone calls however nothing would work. HP proceeded to send me a replacement HD-DVD drive which still would not play HD-DVD’s. I made several attempts to have a supervisor call me back without any luck. I finally just asked to return the laptop because I was still in the window for a full credit return; I was then transferred to a Supervisor named “John” who escalated my case to HP Quality Case Management. He gave me the phone number 877.917.4380 extension 94 to call.
I was assigned a case manager by the name of Dan Nimer (Dan). Dan proceeded to place the order for a replacement laptop also with a high definition DVD player built in. Dan, was supposed to contact me back with the order number and final specs of the laptop. After several attempts to contact Dan requesting that info, I asked another case manager for the info on January 8th.
After looking at the order and seeing the video card had accidentally been downgraded to the NVIDIA GeForce 8400 from the GeForce 8600 (which was an additional cost to me originally). I contacted my case manager Dan on January 9th and immediately made him aware of the problem and he told me that it was already in production and it can’t be cancelled. He told me that once I receive it we can then address the issue. The laptop arrives via UPS at my home on January 27th. I immediately try and contact Dan to see if I should accept the package or refuse it. I can’t get a hold of him so I accept it. I leave a message for Dan to contact me as soon as possible. I had received a shipping label to ship via FedEx the laptop that was being replaced once I received the replacement and was able to transfer my data from one to another. I tried calling my case manager for 2 days to see which one I should send without any response. Finally for fear of being charged again, I send in the original laptop to HP.
While waiting for Dan to call back I get a chance to use the laptop in my everyday work and immediately notice how it lacks the performance of my original order. The high definition DVD’s did now play but the downgrade was still obvious.
o 1/28: tried calling case manager, was told I would get a call right back.
o 1/29: tried calling case manager, was told he was on another line that he would call right back
o 1/30: tried calling case manager, was told he was on another line but to try back in 2 hours
o 1/30: tried calling case manager, was told he was not at his computer a message was sent to call me back.
o 1/30: Filed complaint with Better Business Bureau, Case # 281542 (attached)
o 1/31: 1:45pm EST tried calling case manager, told Dan was out to lunch and to call back in 1 hour
o 1/31: 3:00pm EST tried calling case manager Dan, another case manager understood my situation about not receiving a call back or being able to get in touch with my case manager. I asked if I could be assigned a different case manager, he said he couldn’t do that. He then sent an email to both my case manager Dan Nimer as well as Dan’s boss.
o 2/1: 11:03am tried calling case manager, told my case manager will call me back within 30 minutes
o 2/1: 12:07pm after not getting a call back I tried calling case manager, told he’s on another call. “He will call me back”
o 2/1: 12:41pm I finally received a call back from case manager. Case manager states that he will send me a replacement for the laptop with the correct video card. I asked would it be possible for a the trouble I have gone through to upgrade the processor now. Dan tells me that he will see what he can do and will give me a call when he places the order.
o 2/8: 11:40am I tried calling case manager to find out status of order. Dan was on another call. “He will call me back”
o 2/13: I tried calling case manager, he’s unable to take my call. “He will call me back”
o 2/13: I email [email protected] and submit a complaint. I receive the following email back:
• “On behalf of Hewlett-Packard we apologize for the difficulties you are experiencing. Your message has been forwarded to our Customer Escalation team who will review your case. If there is more you would like to add, do not hesitate to call the HP Executive office in Palo Alto, California, Monday through Friday, 8:00 AM to 5:00 PM pacific time by dialing 1-800-756-0608, option #7
Sincerely,

CEO Customer Relations”

o 2/15: 3:24pm called and got a hold of case manager who said the order was submitted to the accounting department and since it is a replacement of a replacement it takes a little longer.
o 2/21: 2:45pm tried calling case manager to follow up, I was told he was on another call but he would call me back as soon as he gets off.
o 2/21: 4:00pm I called back and ask for a supervisor. I was given the phone number for Executive Customer Relations 877.917.4380 Option 7. Before I disconnect the call I ask for my case manager. I was told “your case manager isn't going to take your call so your best bet would be to call that number I just gave you."
o 2/21: 4:30pm I called Executive Customer relations and speak to Holly. Holly listens to my problems then puts me on hold for 13 minutes. She comes back on and tells me she has Chris who is another case manager on the line and he will be taking the call now and she disconnects. 4:53pm Chris and I are going over the accidentally downgraded video card specs and Chris puts me on hold while he talks with another case manager about my file. At 5:10pm Chris told me that my case manager Dan Nimer is going to have to research something but Dan will call me back.
o 2/22: 11:47am I tried calling case manager Dan, spoke to case manager Steve who told me that Dan knows I have been trying to get a hold of him a couple times yesterday and will get back to me as soon as possible.
o 2/22: 2:52pm I tried calling case manager Dan, talked to case manager Dave who tells me that he knows my case manager personally and will make sure he calls me back.
o 2/22: 4:50pm I tried calling case manager Dan, was told he was on another line and he would call me back.
o 2/25: 9:32am Called case manager Dan Nimer and was able to speak to him. Dan told me that accounting “kicked back” the order because the NVIDIA GeForce 8400 and 8600 video cards were actually the same. I then direct him to nvidia.com where it shows the differences. He then tells me he will re-submit it with the explanation and call me right back.
o 2/26: 9:00am I call and ask for my case manager, he is on another call. I tell them to let him know that I will be calling in exactly 30 minutes.
o 2/26: 9:32am I call back in my case manager can't take my call. SO once again I say I will call at exactly 11am EST.
o 2/26: 11:04 I call back, the case manager comes back on the line and says unfortunately Dan is on another call.
• I ask him this case manager should I just dispute the charge or should I send it back to HP so they can credit me the full value of this laptop. He says hold on let me see what we can do for you... 11:16 Case manager comes back and says Dan is still on another call but that he can see that Dan is in contact with HP Home and right now that he is trying to process my order. I ask for an order number..he can't provide me with one as it’s not an actual order yet. I tell him that I am just going to ship the laptop back to Shanghai address that’s on the box if he doesn't give me an address to send this to for a full refund of its value. "Sir, don't do that as it will just complicate your case." 11:38 Case manager comes back on and says Dan is still on another line and the I (the case manager) needs to free up his line so he can take care of his clients... I respond with that’s why it would be in your best interest to transfer this call to Dan Nimer. He threatens to End the call at this time. I tell him not to that I would like to please either talk to my case manager, receive an order number for my replacement laptop, or receive a address that I can send this laptop to for a complete refund of the value of the laptop. He says sir I am going to end this call...I said look I have been waiting to speak to Dan for 40 minutes thanks but I wait another 40 minutes. 11:40 he puts me back on hold...
• 11:49 Dan my case manager gets on the line! He begins to tell me that everything is still being processed it is being held up by the accounting dept. I said that this time period is completely unacceptable that I have been waiting and waiting and how he's known about this error since 2 weeks before I even received my replacement namely since January 9th. We go back and forth and I tell him if he cannot tell me right now that my laptop is being built as we speak that I will be hanging up and calling the credit card company. I ask him to put me on hold and make a call over to accounting to find out what the holdup is. He says he can't so I ask if there is anyone who can and he says how I called Executive Customer Service and asked me what they did for me... I told him nothing they put me right back to Quality Case Management. His response was EXACTLY.

11:59 AM EST 65 minutes into my call I said once again that if he cannot tell me that my laptop is being built that I will be hanging up and calling my credit card company to dispute the charge. He asks for my original order number which I didn’t have available at the time. He then asks me to call back with the original H order number and to let him know what my credit card company says so he can know whether or not to proceed with the order of the replacement.

o 2/26: Tried calling case manager to let him know the original order number and that I spoke to Credit Card Company but he was on another line. However I was assured he would call me back.
o 2/27: Tried calling case manager, was told he was on another line.
o 2/28: Tried calling case manager, was told he was un-able to take my call but would call me back as soon as possible.
o 3/5: Tried calling case manager
o 3/11: Tried calling case manager
o 3/18: Tried calling case manager

As you can see, I have gone through a lot trying to get my laptop replaced with the correct video card. At this point there is nothing left to do but request that the original charge be reversed and refunded to my account.

Thank you for your time and attention to this matter.
Sincerely,
RealtorKen

 

Well, Ken, I am feeling your pain the hard way. You may remember that I had 2 laptops bought in Dec and both had to be returned in the 21 days for 2 different hardware issues.

I made the mistake of giving HP one last try with buying a 3rd laptop in February and a $500 off coupon.

Day 32 and zonk. LCD won't work at all. Doing a system recovery right now and taking it to FedEx for it to be on its way in for repairs. One month old laptop.

After 15+ years with HP, this is it. This is my last purchase with them. I'm done.

Keep this thread updated like you have. I can't believe they're not trying to get to the bottom of this for you so they can stop having to do even more out of their way to not help you!

 

Ouch! Sorry to hear that! Hopefully yours will come back without all the scratches that are the norm now.

I will be sure to keep this updated

 

Ken,

All that and you still want to stick with HP? Forgive me, but that is mind boggling. I hope you don't expect to be treated any differently in the future. Your treatment is their standard business practice. They are equally as evil in all aspects when it comes to repairs. I'm on day #41 myself and no laptop as of yet. Same promises, case manager problems, etc.

You know the saying, fool me once shame on you, fool me twice shame on me. I would bet every asset I own, my retirement, and my savings that you'll be shaming youself in the not too distant future. I think you'll quickly find out that saving a few bucks (or couple hundred) is not worth the piss poor service you'll receive from HP. I found that out the hard way and should have known better than to buy another HP after my last went dead just a few days out of warranty. Good luck though!