1

Hi Guys,

Got a laptop with an issue, we’ve lost 5 working days trying to speak to support, to get authorisation, to return it.

I have an authorised DOA form with a reference number, I have spoken to another department who have given me a valid claim number and was told it would be collected.

The laptop has not been collected and I’ve tried different live chats, different phone numbers, can’t get help.

So, reaching out to you here because I’m banging my head against the desk trying to go through the system.

Thank you,

Breffni

6 Spice ups
2

And for the love of soup, please ask your reps to stop sending me to my reseller when the product was bought from HP direct :slight_smile:

2 Spice ups
3

Curious - In the past when I dealt with HP Support they were pretty on the ball with getting it handled.

How was this laptop purchased? Was it through a Retail Outlet, VAR or direct from HP?

4

I only have praise for HP support. Last year my daughters ex boyfriend who thought he was the gods gift to IT decided to take apart my daughters 9 month old laptop.

He got it apart OK but couldn’t get it back again and then convinced my daughter not to tell me about it. By the time I did they had split up. I phoned HP and explained what happened, they took the laptop back completely rebuilt it for me and only charged me for a replacement motherboard.

I can’t thank them enough for what they did, they could have told me to take a running jump but instead they help me out. Arranged the collection and delivery and returned the unit back to me with 10 days.

3 Spice ups
5

HP will blame the courier, the courier will blame HP. I’ve a faulty HDD which has undergone, 9 failed collection attempts. I send a picture of it boxed to my Dell rep every other week … “still here”

6

contact PRISCILLA@HP here on SpiceWorks. She has helped me out several times in the past when I’ve had issues with support.

Also, here is a US bases support number for HP: 844-732-9070

1 Spice up
7

Hello @breffni - Looks like you’re located in the UK… is that correct?

I’m going to try and get you some assistance from my support team. I will be in touch!

1 Spice up
8

Yes :slight_smile: - Against my better judgement, for a single laptop, I bought direct. DOH!

Yep UK based, thank you for that.

@genejacobsen

1 Spice up
9

@Kev840, thank you very much for the compliment. Yes, I certainly would have been able to assist @Breffni Potter with his HP return, but he is in the UK and Megan will now get the issue resolved.

@kev840

2 Spice ups
10

So the courier turned up to collect the laptop.

He waited…1 minute, declared it a failed collection, drove away.

I’ve got a message from a HP rep phoning me, asking me if the Windows 10 pro install DVD he sent, fixed the laptop’s BIOS home key problem…

1 Spice up
11

Finally received an email from HP, we’re now at 7 working days of having this issue since contacting HP support initially.

Laptop is still here.

12

I’ve had some experiences recently with HP support that makes me think some things have changed recently.

Usually has to do with them shipping replacement parts without return labels for the old parts… I used to call support to get a return label sent but now I just throw them on a shelf and wait till HP calls me to ask why I haven’t returned them yet.

13

@breffni - I received some additional information. The case owner was unsuccessful in trying to reach you and I will PM you the case owner contact information. Thank you for your patience!

1 Spice up
14

Hi there,

The case owner sent the email instructing me to email global support, or to phone the global support helpline again, at 17:51 Friday night, Specific details provided via PM to you.

15

I’ve received another email saying “We tried to contact by phone, this email confirms we tried to do so, please phone the support number or email us at global support again.” - The email is identical to the one received on Friday.

Tried of playing department ping pong, passed between 2 departments over the phone.

16

Still on going. 10+ working days later

17

Copy of an email sent just now.

Dear HP,

I have tried to call in 3 times in a row just now.

The first time, I spoke to a rep, gave him the case number, I was being transferred and the call was disconnected.

I have called back 2 more times since then, both times being disconnected.

Please can this case be handled by email as we don’t have the time to spend via a phone system which appears to be faulty.

All the best,

Breffni

18

Spoke to someone else at HP.

Straight up return & refund now. Ordering a machine from somewhere else.

Laptop hopefully collected on Monday.

What a saga.

19

Email received from HP support.

I apparently have 2 days to call them and speak to him, else the case will be closed.

…

Oh and I received a customer satisfaction survey.

1 Spice up
20

Filled in the survey.

Laptop is finally gone. New one delivered from a reseller.

Will never buy direct from HP again after this.

1 Spice up