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Situation:

Bought an HP laptop from Business outlet. It came DOA. Since I had also purchased 3 year warranty and in the past support was quicker then return turn around. I sent it out to service it was received on November 23rd with no update on the status. My Desktop support person called HP support and they gave a “recommit” date of 12/07/2016. We have not had any other updates since then. So I can only assume it is not going to arrive today.

We never even got to use this machine so kind of frustrating, anyone have an info on easy way to escalate this issue. I called business outlet team last week and they said nothing they could do.

Best way to proceed?

@priscilla-hp

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I’m sure Priscilla will be along shortly to help you. She’d be my choice for help on getting to the proper escalation point.

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Hello Matt, I regret that your notebook arrived DOA. Could you please ping me with both your order number and your HP case number so that I can assist you getting information about the status of your notebook? I would also like to share your feedback with HP’s Business Outlet which has received strong recommendations from members in this Community. I am eager to receive your response.

@geekout4it

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Hello @NetworkNerd, thanks for your confidence in HP. Our replies seemed to have passed each other on the internet highway–with yours reaching this post first. We will most definitely work on getting @GeekOut4IT’s issue “the proper escalation” and quick resolution. Thank you very much!

@networknerd

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Messaged you all the requested info. Thanks for the quick replies.

@priscilla-hp

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Since @GeekOut4IT and I have been communicating behind the scene, let me provide this update for the Community as some of the information may be helpful to others with a similar challenge.

First, huge thanks to @GeekOut4IT for his ASAP reply with his order and HP service numbers and other information, along with the link to this post, that were shared with our HP Business Outlet contact and staff in the HP service center. The HP Business Outlet staff responded immediately, regretting that a DOA was shipped and expressing thanks for @GeekOut4IT’s details. Our Business Outlet contact reached out to other HP staff to assist in a speedy resolution of this issue. Our contact assured us that the information would be shared with the engineering team in the factory who will “dig further into why it went out as a DOA in the first place.”

Second, normally, if within the return policy, I will direct customers to the vendor for replacements and returns. The Business Outlet contact explained that there was some miscommunication as there is a process in place for Outlet returns to be processed quickly. We regret that initially the unit was not replaced as per processes and case notes. Thankfully, last week the unit was repaired and returned via overnight shipment. Today @GeekOut4IT has confirmed that the notebook is working fine now.

Before closing this update, I want to share the HP Business Outlet’s return policy:

"We have a ten-day return policy. If customer is not happy with purchase and their PC is within ten days of delivery, they should call the Outlet and ask for a return or replacement.

- If customer opted to contact his sales rep at the Outlet, then sales rep would have done a Return for the DOA unit and then processed a new order for a replacement unit and then had the care pack transferred to the replacement unit.
- If customer called HP Service first, and HP Service is unable to repair unit, there is a process where Service can order a replacement PC out of our refurbished stock (it works well and replacement unit is shipped to customer almost immediately). From the case notes, it sounds like a replacement unit was the calculated resolution.
- I’m guessing customer called the Outlet for help after the Support solution was already put into place, which is why they were not able to assist, i.e. return and replacement."

Let us know if you have questions or require additional information.

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Yes it was my bad that I did not just return it instead of going through support. I appreciate Priscilla for the quick responses and getting it taken care of.

This is the first time I have had any issue with HP repair which is why I sent it to support vs going back to sales right away. But in the future will go back to sales first if it is under the return period.

Thanks again for getting it resolved quickly once I got your the information.

Matt

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Hello @GeekOut4IT, it is a cliche, but it was a pleasure working with you. The resolution may have been quick…because your initial response with all of the information required and nicely presented was amazingly fast. Based on your good experience in the past with HP repair, I wouldn’t say “it was my bad”. Thanks again for your patience and cooperation.

@geekout4it