Complaint Review: Hewlett Packard - Houston Texas

Well, back to square one. I called my HP case manager to get an update on the status of my replacement notebook yesterday. It had been a week since I last talked to him. A week ago, he told me that I would be receiving the new computer within 14 days. As expected, they did not have one in stock. They had not started building my new notebook yet, so I was told it would be at least another 14 days. Once again, I inquired as to whether I could just go back to Best Buy and replace the notebook. Once again, I suggested that this may be easier and more efficient than building a new one. Well, the words "Best Buy" must have triggered something in his brain. He informed me that he was not aware that I purchased the notebook at Best Buy and that he could no longer help me. The case would have to be "escalated to retail case management." I mentioned that I purchased the notebook at Best Buy AT LEAST two times during our initial conversation last week. When I pull up the repair order status ON HP's OWN WEB SITE, it very clearly indicates that the notebook was shipped from Best Buy. I have mentioned that I purchased the notebook at Best Buy at least once during EVERY conversation that I've had with HP so far, so this is not new information. Anyway, when I asked if I could get the phone number for retail case management, he said that that department only deals directly with resellers. They do not speak to individual customers. Basically, I need to wait another 3-5 business days for another phone call that I will never get. I told him that I have absolutely no confidence that this issue will ever get resolved since I have NEVER gotten a return phone call from ANYONE at HP. He was unsympathetic, and I ended the call. I haven't previously mentioned my repeated attempts to get help from Best Buy. I have called the local store, as well as their corporate office, several times since October 9th. Each time I was told that they could not help me. This was frustrating, but it made some sense since the computer is still covered by HP's warranty. After finding out about the "escalation" to retail case management, I immediately called Best Buy's corporate office and told my story for the 157th time (that may be a SLIGHT exaggeration). The person that I spoke with agreed that they should have been dealing with this all along. He graciously offered me a gift card, which I accepted. I thanked him but said that the gift card does not begin to address the problem of my defective, missing, and unrepaired computer. I'd love to use the gift card to purchase "gadgets" or accessories for my computer, BUT I DON'T HAVE ONE! He also said that he would personally be dealing with HP on my behalf from now on. He didn't expect to get any information from them for at least 3-5 days and didn't even expect a resolution at that time. However, he spoke to someone from HP on the other line while I was on hold. Evidently he was told that the computer needs a part that may or may not be in stock. He wasn't able to find out what the "mystery part" is. If it is in stock, the information on HP's own Repair Order Status web site is either inaccurate or untruthful. After talking to the corporate office, I took on the local Best Buy store. The manager was very helpful and apologized for the misinformation his employees had given me when I called to enlist their help. He and his associate kept me on the phone while they composed an e-mail to send "up the chain" in order to get a resolution as quickly as possible. So I continue to be frustrated and disappointed with HP, and that's putting it mildly. I'm somewhat less frustrated with Best Buy because I know they have little control over what happens at HP. I also appreciate that they have "owned up" to their mistakes and seem to be honestly trying to help me now. We'll see if their efforts are effective. I would be very satisfied if Best Buy would offer me a refund of the purchase price (without depreciation) so I could start over with a new computer, preferably NOT another HP. I'd be more than willing to pay the difference, buy another notebook (probably a Mac after this mess), and put this ordeal behind me. That may be an unrealistic request, but it would go a long way toward making this bad situation right.

After some Internet research, I finally found the direct phone number for the HP Case Management department. I spoke with a very helpful case manager this morning, and I'm encouraged by what he told me. Evidently I was assigned a case manager earlier this month. Due to his workload, he has been unable to call me back. Now I have a "new" case manager who has promised to replace my computer with a new (not refurbished) one. It is supposed to be comparable to or better than my old one. He also indicated that my old computer would be sent back to me so that I could retrieve my photos, etc.. I should have the new one within the next 14 days, and he agreed to e-mail tracking information when it is available. So, the clock is ticking. I'd like to be more optimistic about this, but, unfortunately, I don't think I will believe it until I have the new computer in my hands. It is definitely a step in the right direction. I think I may know more about the "chain of command" at HP than I do about my own employer! I will add another update when this issue is resolved.