Who's higher than a CASE MANAGER?

Well, I'm screwed now. My case manager messed up the order on my SECOND 'replacement' notebook. She promised me upgrades across the board and messed up the order again, and forgot the screen res., fingerprint reader, extra battery, etc. So, now HP calls me and tells me that she was promoted and gave me a new case manager, Elric, who tells me there is nothing he can do and I can take it or leave it. Apparently he is one of 3 "executive" case managers and he says he is the top of the food chain.

Is there anyone else I can call to rectify this situation? Does anyone have a corporate # or something?

This has been a 6 week ordeal for me. Originally, I ordered a POS spec'd dv5t, but it came with a blown out speaker. So after hours with customer service, they gave me a case manager, Angelia, who promised me the world with upgrades and free accessories. Well, the replacement notebook she sent contained none of these upgrades. So i called her back and she said she would order a new replacement, but at that point they stopped customizing dv5t's, so she said she would order a dv7t for me. Well, she FINALLY got around to it, like 3 weeks later after having to call her constantly. We discussed the specs and I even sent her a screenshot of what I wanted so she wouldnt mess it up again. So what happens? She orders it with WXGA+ instead of WSXGA, no extra battery, no fingerprint reader, no hard drive upgrade, no tv tuner.. but she throws in a blu ray drive which i didnt even want! wow, seems like she wasnt even paying attention AGAIN. But now I cant even speak with her, as I'm sure she would some rectify this for me, as she was very cool. But this Elric guy is a complete douche bag.


WHO can i call that can REALLY help me?

 

Case Management is the last line of defense from consumer satisfaction to Corporate. Case Managers really are the last line you can reach. They usuaally do things right. If you take it calmly and inform your new manager of what has happened thus far, I am sure he/she will be more obliged to assist you. Would you be more compelled to help a rowdy and offensive person?

Secondly, why can't you be appreciative? She's attempted to assist you. YOU ARE NOT ENTITLED TO A REPLACEMENT! She could have turned you away and locked your account. Why can't you be happy? So what? The screen resolution you're getting now is equal if not higher than the resolution on your DV5T. HP didn't have to give you a single upgrade. They didn't have to give you a notebook.

 

This is why I don't buy HP's
I made the mistake of buying a TX2500, there were so many things I hated about this laptop. To keep this short I wont elaborate on all of the problems
Anyway HP said that I didn't have a good enough excuse to return it to them.
So I ended up selling it on ebay and losing money.
I have seen a ton of threads about HP leaving a customer helpless with defective laptop.

If I was in your situation, I would call HP one more time and try to get my money back, if they don't let you tell them you are reporting them to the BBB and hang up. After that I would sell it on ebay. Yes you lose money but now you know not purchase from HP.

 

Why would he lose money? They gave him a DV7T with a lot of upgrades. The DV7T is superior to his older DV5T.

 

infamous, arent you the one who got a capped out spec wise replacement???? lol. i understand the dv7t is better. but angelia promised me a different configuration. i called her soooo many times. it was a hassle. but i was ALWAYS very, very, very polite and patient with her, because she was very nice and promised me LOTS. but she made a mistake the first time, and tried to fix it for me. and then does it again without communicating anything to me about the order, and now im forced to speak with someone else. it's frustrating. it makes no sense because they gave me a blu ray drive, which i dont even want. i wouldve been more happy with higher res. screen+ fingerprint reader (the fingerprint which i even had on my original POS spec), and it wouldve cost less than the blu ray. just shows she wasnt really paying attention. frustrating. now this dude wont even send me the extra battery that angelia promised me. i know if i had a chance to speak with her she would rectify the situation. i'm not picky, i'm not asking for the world. something was promised to me, as compensation for my time and dissatisfaction, and they did not deliver. sure, i'm happy to be receiving some upgrades to my notebook. but these issues were NOT handled COMPETENTLY, and they did not deliver on their word... i'd gladly go back in time and have my cheap dv5t and get all my time back that's been wasted on this issue. suffice it to say, i will not be dealing with hp in the future.

 

In that case, call up the Case Management line and inform whoever answers that you would like a second opinion to your case manager's decision. Let's hope it isn't your current case manager lol

 

Just a word of advise for anyone in a similar situation: the case manager will generally send the "replacement" offer to you in an email for you to confirm. If they don't offer, ask for it. Hold on to it until your issues are resolved.

 

i have an email for what she was originally supposed to send me. elric told me, after 2 hours of speaking to this jerk, there was NO WAY they would send me a 3rd replacement, PERIOD. he offered to give me an external fingerprint reader to make up for the fact that left it out, and i had it on my original dv5t. i couldnt even get this guy to throw in an extra battery as i had been promised, or even a carrying case or something. i'll tell you, this guy was rude, and he was convinced that i was a customer who could 'never be satisfied' lol. i said look, if you went to a restaurant and ordered a hamburger, but something was wrong with it, so you sent it back and the restaurant told you they'd make it up to you by giving you a steak instead, but they showed up to your table with pork chops, would you eat it? he said 'well, pork chops are better than a hamburger, so yes.' lmao. SCREW YOU ELRIC LOL.... what really makes me mad is that had they got it right the first or second time, i wouldve been completely satisfied, but because of their own mistake, i now have to settle for something less. and they dont even apologize for it, they just tell me to be happy i got anything at all. WOW

 

normally, in this situation. what you will get so called "replacement" actually is a "returned laptop" from another customer.
a brand new customized laptop is not likely happen in this moment, unfortunately.

in the business view, a brand new build laptop mostly cost more than "exchange between customers".

 

i dunno about that. originally, she was going to make me get a dv5z because they no longer offered dv5t's to customize. where as if they were just recycling, the dv5t would've been an option. i convinced her to get me a dv7t... you know, i put so much effort into helping her not screw up the order the second time.. i feel so betrayed.

 

They usually send out refurbished notebooks if you have a pre-configured model. I must put emphasis on USUALLY. However, most of the time, they will customize a notebook for you. The motto is "meet or beat" your current specifications. I guess in this case, they screwed up.

 

infam, i think you work for them. maybe not. arent you the guy who got a TOPPED OUT SPEC MODEL in replacement of some old $600 notebook? i cant blame you for being pleased. no wonder you're the new HP fanboy! i was about to that guy as well. lol. i can regain some happiness if only i can pass a single message to the notebook world about this elric character. see, i'm almost over this whole ordeal, and i've settled into knowing that i will pay the brunt of hp's error. but oh, mr. elric. you're a rude, nasally speaking, inconsiderate half man. possibly a gaylord, but i would never judge you for that. you told me about how you drive a chevy cobalt, and it was better than a pinto. your analogy was that i ordered a pinto, and i should be happy with a chevy cobalt. well, lets be honest, the chevy cobalt is a bit crap, innit? i dont care if you got the upgraded engine and pink leather seats.. it's still a crapper... good day, Elric, GOOD SAY SIR!

 

I'm satisfied. Whenever I encounter a problem, HP has always been there to aid me. For that I feel compelled to only post positive responses.

It's like the lottery. You did well with your first manager, but the second, not so well. Just whoever answers the phone next time you call in, request a second opinion. Elric seems to be a hypocrite. Explain to them you have a jerk off for an assistant.

 

You can try calling executive customer support to see if that helps you at all

http://consumerist.com/5136967/reach-hewlett+packard-executivce-customer-service

 

Elric already claimed to be 1 of 3 'executive' case managers. I already tried to get a different guy to help me out last time I called in and he insisted that only Elric could help me with my problem.

 

Case managers are hit or miss. I've been dealing with a situation since the end of the summer, with one problem or another (see sig for overview). I've gone through about 5 different casemanagers, one who was fired while working with me, one who was promoted, one who mistyeriously disapeared, one who should have been fired, and one who is great and tookover my case after i pleaded for a change from the one before. Now, every laptop you see in my sig i had for about 30 days and was a brand new CTO unit direct from china. So it is possible to get bumped up, you just have to know how to properly ask for things, but in turn, you have to have a case manager that works for you. While i'm not saying you should lie or game the system, you need to plead your case. The case management company is actualy a 3rd party system based out of canada, while i know the name of the company, locations, phone numbers, i won't reviel them becuase it's not appropriate. Second if you don't like the resolution your casemanager has done, you can file for a 2nd opinion, but your current case manager has to file for it. Now if they say they are filing for it, double check in 2 days. Often you'll find they don't actualy file for it, and this is when you can start pleading for a new case manager. I had to basicly prove one of my case managers was not doing their job, not calling me back in a reasonable amount of time, and stuff and that was the only way i was able to get a new one to takeover my case. You are stuck with your current case manager until this happens and no other manager is allowed to touch your case unless it is released, or you go through what i did. Now on to the bonuses, case managers "REQUEST" specs for your laptop, but that goes to another group that palces the actual order. And that group basicly reviews the case managers recomendations and see's if it warrents the decision. If they don't like it, or think it doesn't match up properly, they have the right to change the specs. In your case this is probably what happened in that to many upgrades were applied and the review said it didn't match up closely enough to your original unit. So i sugest if you are unsatisifed, you let them know, but in a calm and controlled manner. Yelling at them is not going to get you anywhere because your satisfaction is all in how the case manager phrases things when they write up the report. Good luck and let us know how it works out.

 

All i can say is be glad you got a replacement shut up quit whining.

 

Can you find a contact and number like that for Toshiba?

 

ok. i called that # posted, and they said they would have an 'executive' case manager call me tomorrow. we shall see. after talking to El-douche, i figured i was SOL, but i have a bit of hope now. i'm pretty sure elric was just reading lines off of his script, anyhow. he definitely is not helpful at all, and has the most nasally, irritating voice i've ever heard. go blow your nose, dude. i'm hoping for better luck tomorrow.... by the way, yes, im whining. look, i got an upgraded laptop, sure, but it's goingt to have taken me 2 months to receive it, and endless time wasted on the phone, and at home wondering is going on. they made a promise to me and i believe they intended to keep it, they were just TOO DUMB to do things correctly TWICE.. and now they understand how much money they've wasted and want to cut their losses at my expense. screw that.. to anyone with similar problems, fight back (i agree, in a calm, rational manner), but pursue all the freebies you can.. eventually they will understand that proper training is less expensive than doing a poor job repeatedly.

 

Hi Sublime313. I sympathize with you. Do not trust your case managers - seems HP is up to their old tricks. My case managers lied to me numerous times (even told me my 1st CM was no longer with HP - but, like magic, he anwered the phone several days later -oops! Good cop, bad cop routine, i think). Don't trust ANYTHING they tell you on the phone - demand they put it in writing via fax or email. And read the last several pages of this post if you really want to know what you're dealing with: http://forum.notebookreview.com/showthread.php?t=249826

P.S. I think Infamous22 may be an HP shill. He is always defending them in this forum. Never seen anybody that's so happy with a service go to such lengths to broadcast it.

 

So how did Executive Customer Support treat you? When I have called them concerning an issue before they were pretty helpful.

 

they didnt call me today as they were supposed to. if they dont call me tomorrow by a certain time i will call them back. TYPICAL. i'll get you elric, if it's the last thing i do, i say. ellllllriccccccccccccccc

 

Why don't you make up a poem about elric and recite it to him when you call

 

i called HP back today, apparently they FORGOT to forward my message to an executive case manager, so they did it today, and had one call me back later. 'executive' case manager angelo called me today. i'm pretty sure it was guy, but i'm not 100% certain; im like 75% certain. anyways, he gave me the same old story. he told me he would build me another notebook, but if so then it would have the same specs as my original and no upgrades LOL... here's the thing about these replacements... i never verbally said or signed anything saying that i would return the old one. i understand they will bill me if i dont. i might add that this computer was purchased in my father's name, using his credit card. but all of these replacements and such have been sent to ME, in my name, and all complaints filed by me. i feel like there may be some loopholes as to how i could keep both, however, i dont feel like going through the hassle of exploring them nor the desire to extend this nightmare of bs...

bottom line, HP DID NOT HOLD THEIR END OF THE BARGAIN. THEY LIED. quite simply, the fact that their reps repeatedly could not get an order right meant that they would rather not keep their word rather than cost themselves more money. that's the bottom line, no matter if you want to call me greedy or whatever as HP case managers seemed to imply.

hp could have had a fanboy for life, but now they will forever have an unhappy hp basher.

 

You should start an HP comic book featuring villain Elric.

I'm sorry they didn't help you as they did me.

With your new notebook, you could ask for a free warranty extension. I've seen them give out the 4 year with ADP. Just ask whoever...and explain your hardship and HP's failure to satisfy you.

Then you might get a better case manager in a few months and you can try again.

 

yeah if you try and keep the laptop, they will turn you (and/or your dad) over to a collection agency.

 

thought i'd update this.. they ended up sending me out a spare battery as well as throwing me a 2-year extended service plan w/accidental damage protection. so basically, i gave up a better screen, fingerprint reader, tv tuner and vista ultimate for the extended warranty. i went out an bought a 24" lcd the other day so i guess the only thing i miss out of that group is the fingerprint reader, which is a $25 option lol.. on the bright side, i now know that i can get sloppy drunk and spill and drop this thing all over the place if i want. i also just made a purchase of an HP wireless keyboard and executive leather case, so there goes another $100 to hp, i guess i'm back to partial fanboy status.. sigh

 

Send a concise email to the CEO. The case manager will quickly make amends to ensure you are a satisfied customer. There "escalate" cases to someone that can quickly find a solution. It is a hierachical company.