New Topic:Beware the Black Hole of "Case Managers! Getting TRUE Escalated Service

I am in the midst of the worst experience I've ever had dealing with HP Tech Support, though I don't know that I faut them. I was a "lucky" one, whose Envy 14 with Radiance display did not get canceled, and it was delivered to my door 4 days early, January 27. It had a defective Radiance screen, so I had to send it back to replace the screen. Because the screen is in such short supply, I was concerned that this might not be so smooth, but I was ensured by many that HP will retain a certain inventory of replacement Radiance screens for warranty replacement, which is what I qualified for.

Long, long story short, after getting half answers, double talk and delays initially from tech support, I made the biggest mistake possible by trying to escalate my case. They put a Case Manage in charge, and since then it has been nothing but down hill. Internally, HP creates the illusion that the CM is the top of the top, has authority to kick butts/take names, get stuff done.

What I found instead is that they:

1) Have no authority at all to expedite repairs; in fact, isn't even allowed to speak to staff or management in Tech support that you or I can. All they can do is send an email to "techsupport@..." not even the name of a person! They have no names, no phone numbers, can only email a "place" and when the email comes back with no updated info over 3 weeks, the CM just shrugs. When you try to reach tech support directly, they say they can't talk to you, because you have a CASE MANAGER. When you tell them the CM can't talk to tech support directly, they are apologetic and repeat that they can't speak to me, anymore, because I HAVE A CASE MANAGER! Talk about cursed!

2) The only thing the CM seems empowered to do is to offer a substitute computer for even money. Problem is, they alone get to choose the model and configuration. They think they've done their job when they've offered you a computer that about equals your previous one, sped for spec. Never mind if the replacement weighs 2.5 lbs more, get's 75% less battery life, and has way worse audio than the one you ordered!

3) THE CASE MANAGER IS THE HIGHEST AUTHORITY IN THE COMPANY! Sorry, I had to blast that in CAPS because it is the most absurd, often restated, and frustrating aspect of this. I have had many excellent results in HP when I initially have a problem and then escalate to a higher level of management - in the same department, or in Resolutions - for that product division (these Super Case Managers are ex-product division, they represent any and all divisions), because ultimately logic, straight talk and what I've always found to be HP's sense of fairness to carry the day.

But once you have a Corporate Case Manager, they work outside the product groups and the product group can't/won't talk to them. So, you are stuck, and you are screwed! When I ask to speak to my CMs manager, she says: "I am the highest authority" Nobody at a higher authority will speak to you!


Does anyone know how to leap-frog high enough to get over the case managers? I have dealt with very sane and helpful people in HP and have always gotten a resolution I felt good about. But this system has me tied six ways. HELP!!!

 

I woult take the elitebook replacement they offered and then sell it. No point in wasting time with them hoping for a solution that will never come. If you really want the Envy, find one on eBay. I'm selling one myself too (in my signature). You also try writing a letter to the HQ

 

Sue in small claims, it's not hard...

Here's a guide on suing HP:
http://www.voidthevoid.com/lawsuitpdf/HPsmallclaimguide.pdf

 

I didn't read the whole PDF, but I downloaded, you never know when it will come in handy.


KJ

 

I am going to post this in this thread since I think lovelaptops your situation has now gone public through the HP subforums and I don't think I should view my input via e-mail anymore in this regard. I think like what many others say on the forums already, in this stage of the game you should keep the 8540w and sell it. I don't know why are are hesitant to do so. The machine they are giving you is theoretically valued at around the high one thousand if you consider hp coupons and discounts added. I really don't know why you are so for this as I have said before a few times.

However if you want this to end quickly, then just ask for the original's system refund. You don't have the machine on you anymore, so HP has to give you your money at least in that regard.

Suing won't help as it is not they haven't considered giving him his money back, but if you want to sue over the Radiance debacle, I think making a petition for a joint lawsuit with the people affected (including people who got their orders cancelled and people getting defective screen w/o a permanent replacement) can deal some damage to HP like how people filed a lawsuit over the nVidia GeForce 8M issue a while back.

 

Hi Lovelaptops I'm so sorry to hear about your case.

I'm in the midst of packing and sending in my laptop with a defective radiance screen for servicing. Do you think I should proceed or simply just live with it? It has a few bright spots here and there..

 

My advice for lovelaptops is to settle for a refund or accept the replacement, which is valued at much more than what your system is. There's no point in escalating this because it won't go any farther. With that said, it's worth noting that HP's service is absolutely terrible. My laptop was sent to them on 2/10 and is not expected to be back until end of march. That's completely unacceptable.

ArchEnemy,
What is a "few bright spots here and there"? Stuck sub-pixels? Just know it'll take 1-2 months before you see your laptop again. I know I can't live with a bright dot blinding me on the screen.

 

From experience, I disagree that suing won't get you what you want. If you were willing to take a risk, I'd say you buy one on ebay and then sue for that amount (and give the original notebook back).

There's a 75% they'll settle. And if they don't, I really think a judge would be with you on this one, despite any terms of service nonsense.