Urgent: Need help beyond resolutions!

So, I just got off the phone with my case manager...who is now telling me that my $500 coupon I used to purchase my (recalled SB mobo) DV6 back in January is not tranferable to a new computer. This is after telling me (many months ago) that it WAS transferable.

They are telling me that they will honor the price of my DV6 as long as I choose the same configuration. The problem is that my configuration is no longer available.

Does anyone have the email address or phone number to a manager/supervisor in resolutions (or beyond)?

Thanks...

This is crazy....

And I just got a PM from someone else who is having the same problem.

 

It's weird one person actually told you its transferable.

Every single CSR i talked to when I returned my 1st envy told me the coupon was NOT transferable.
It's clearly stated in their coupon policy as well.

 

I purchased one of the defected dv7 SB back in February using that $500 coupon and after returning it I was able to use the coupon on the Envy 17 SB in my sig. The first time I called resolutions the rep (who said she was the supervisor) said I could only use it on another dv7. I called again and got a different rep and she was more than willing to accept the coupon for the Envy 17 SB. Not only that, she applied it to an EPP order.

I would just try calling again or multiple times.

 

lammah

Here is the issue....not only are they not saying it is transferable...they are saying it can't even be applied to a new DV6 now.

My email from 2/13/2011:

Dear Mark
Thank you for contacting the HP Home & Home Office Sales Center.


I understand that you want to know if you will still be able to return the PC until April. HP is considered as the best in technology. Thank you for choosing HP. Let me go ahead and assist you with this. You do not have to return your PC today. We are extending our exchange period from 21 days out to the end of April to accommodate our customers. We expect to have more information about the re-release of the 2nd generation processors by that time. If you still want to purchase a Sandy Bridge product, I can record your information and we will contact you when it is available. We do not have a date at this time for availability. When it becomes available, we will be honoring the price of the original PC as long as they have the same configuration. Since you have applied a coupon code on your order, we are going to honor that, you just need to contact our Resolutions Team. You will need to call our Resolutions Team at 1-866-217-6014 between 7:00 AM - 2:00 AM EST, seven days a week
I hope this information has been of assistance to you, Mark. Please reply to this message if there is anything further we can do. For your convenience, you may also call the HP Home & Home Office Sales Center directly at 1-888-222-0029, select Option 2, then Option 5, between 7:00 AM - 2:00 AM EST, 7 days a week.
--------
So I'm stuck with two issues:

1. I can't even get another DV6 with my coupon in which they said it would be honored.

2. Even if I did get another DV6, they have nothing even close to my configuration since the back-lit keyboard and touchscreens are no longer available on the DV6.

I cannot believe this crap from HP....

 

Thanks....
Do you remember the name of that rep?
I'm working with Denise #08...

 

Nancy from HP Resolutions.

My original post: http://forum.notebookreview.com/hp-envy-hdx/547794-waiting-envy-17-3d-sb-thread-53.html#post7214383

 

mcchea

Called again...(used the 888-227-8451 number)

Spoke with Miles this time...she was awesome. (I called back just to do a survey on her)

The original Case Manager....Denise....not so good.

Ordered:
Quick ship Envy 17 (non 3D)
3 yr Care Pack with House Call and ADP

She was able to price this with an EPP discount and include my $500 coupon.
Total price (tax included) once I'm refunded for 2 day shipping will be $1,089.90

Total price (tax included) of my DV6 from 4 months ago $1,089.05

I'd say I made out pretty well....

 

Good for you! Give us the specs!

 

Processor: 2nd generation Intel Core i7-2630QM processor 2.0GHz with Turbo Boost Technology up to 2.9GHz

Processor speed: 2.0GHz with Turbo Boost Technology up to 2.9GHz

Memory: 6GB DDR3 System Memory (2 DIMM)

Display: 17.3" diagonal Full HD HP Ultra BrightView Infinity LED Display (1920 x 1080)

Video graphics: Radeon HD 6850M Graphics with 1024MB GDDR5 and up to 4083MB total graphics memory

Audio Beats Audio and HP Triple Bass Reflex Subwoofer

Primary CD/DVD drive Slot-Loading Blu-ray Player & SuperMulti DVD Burner

Hard drive: 1TB Dual Hard Drive (2x500GB (7200RPM)) with HP ProtectSmart Hard Drive Protection

Networking: Integrated 10/100/1000 Gigabit Ethernet LAN (RJ-45 connector)

Wireless options: Wireless LAN 802.11a/g/n WLAN & Bluetooth

I/O ports: SuperSpeed USB 3.0: 3 Universal Serial Bus (USB) 2.0, 3rd port shared with eSATA; mini-Display port; 1 HDMI; 1 eSATA + USB 2.0; 1 VGA (15-pin); 1 RJ -45 (LAN); 1 Headphone-out/Microphone-in combo jack (compatible with 3.5mm 4-conductor jack with stereo audio and mono mic)

Finish: Laser-etched aluminum finish in carbon relic; HP TrueVision HD Webcam with integrated microphone

6 cell and 9 cell batteries
----------
Quick ships come with only a 1 year warranty...but with an EPP discount, it was worth it to upgrade to 3 years with House Call and ADP.

I'm happy that this is all over with....and that I was able to "test drive" a DV6 for 4 months. I really allowed me to get a feel of what I needed (back-lit keyboard) and what was kinda useless (touchscreen). And getting dual 7200 rpm HDD's is a plus. Super fast...and if ever go to SSD....I'll already have a caddy and a cord.