92gsxbaltimore
New Member
Well my nice $2k dv8000t's lightscribe drive crapped out on me after only having it for a month. All I wanted to know is when I would be recieving my drive. So I called support on the 22nd of April and this is the service I got.
called on 4-22-06 ~10am
Ray @ Tech support
said I would have it by the 27th of April
Service number:
Case Number:
hp.com/go/csostatus
called on 2-27-06 (after Cust support told me to call tech)
tech told me that I should have it by 4/28/06 (friday)
Called 4/28/06 @ 8:30pm
tech told me that there is a shortage of the device and that it will ship as soon as possible. Would not tell me exactly when I would have the drive but said surely you will have it by 5/4/06(thursday) of next week.
Immediately call customer support after the call with tech suport on the 28th, and asked why I spent $2,000 on a new laptop and after being told two separate date when i should have the replacement drive, tech support cannot tell me when i can expect the warrantied replacement drive. I was transfered to shipping dept. while in mid-sentence. waited on hold for 8 minutes and nobody picked up.
Called Cust. support immediately back and the lady I spoke with said that I would be connected to the tech department which would be able to tell me exactly when they would ship the drive to me.
I was transfrered to Mark at the tech department: He said he would call me in 3 hours to get the status on the matter. I told him that will be too late and to call me tomorrow anytime after 8am. He said that he a service manager would call both my cell and fiances house and if he cant get through he would leave a voicemail that has his number and extension to reach him at.
They never called.
4-30 Talked to online tech
Called phone support after instructed to by online tech service
Sam at tech support appologized for me -being told numerous dates that i would recieve my drive and still havent recieved it. He said that I will absolutely recieve the drive by 5/5/06. I asked him is that an estimate or an exact date, he told me that was an exact date. I then expressed my frusteration not with him, but with with HP's tech support.
Called on 5/5/06, after seeing that my drive has not shipped for the third time, and requested the number for headquarters: 650-857-1501
Alfred, transfered me to -------------- at corporate.
:She said she would escalate the case to a corporate headquarters escalation.
telephone number for corporate HQ
800--756-0608-dial 7.
I spoke with ------------ who is now my assigned case manager
877-917-4380 ext.94 option 1
she said she woud contact me by monday at the latest to let me know the status of the order, and that the service center has to respond to her request within 24 hours.
Ref number(quality number): --------------
Called on 5/8/06 at ~ 5pm, apparently she forgot about me...big suprise. She said she still hasnt heard anything from the service center and to call back in a couple days.
5/11/06
left a message on Allison's voicemail asking about the status of my order.
5/12/06
Called @12pm and the person I spoke with said that ------ was busy on a call and said he would put me through to her voicemail. I asked for someone else to help me, he said he could answer a quick question if i had one but allison was the only one who could help me. I explained the situation and he told me that the serivce center just responded today and that they were expecting a shipment on the 19th and that my drive should ship out pretty quickly once they got their drive on the 19th. He said I should recieve my drive on the 22nd.
P.S. I left out all of the other 10 or so peoples corespondence I had at HP that were completely worthless.
called on 4-22-06 ~10am
Ray @ Tech support
said I would have it by the 27th of April
Service number:
Case Number:
hp.com/go/csostatus
called on 2-27-06 (after Cust support told me to call tech)
tech told me that I should have it by 4/28/06 (friday)
Called 4/28/06 @ 8:30pm
tech told me that there is a shortage of the device and that it will ship as soon as possible. Would not tell me exactly when I would have the drive but said surely you will have it by 5/4/06(thursday) of next week.
Immediately call customer support after the call with tech suport on the 28th, and asked why I spent $2,000 on a new laptop and after being told two separate date when i should have the replacement drive, tech support cannot tell me when i can expect the warrantied replacement drive. I was transfered to shipping dept. while in mid-sentence. waited on hold for 8 minutes and nobody picked up.
Called Cust. support immediately back and the lady I spoke with said that I would be connected to the tech department which would be able to tell me exactly when they would ship the drive to me.
I was transfrered to Mark at the tech department: He said he would call me in 3 hours to get the status on the matter. I told him that will be too late and to call me tomorrow anytime after 8am. He said that he a service manager would call both my cell and fiances house and if he cant get through he would leave a voicemail that has his number and extension to reach him at.
They never called.
4-30 Talked to online tech
Called phone support after instructed to by online tech service
Sam at tech support appologized for me -being told numerous dates that i would recieve my drive and still havent recieved it. He said that I will absolutely recieve the drive by 5/5/06. I asked him is that an estimate or an exact date, he told me that was an exact date. I then expressed my frusteration not with him, but with with HP's tech support.
Called on 5/5/06, after seeing that my drive has not shipped for the third time, and requested the number for headquarters: 650-857-1501
Alfred, transfered me to -------------- at corporate.
:She said she would escalate the case to a corporate headquarters escalation.
telephone number for corporate HQ
800--756-0608-dial 7.
I spoke with ------------ who is now my assigned case manager
877-917-4380 ext.94 option 1
she said she woud contact me by monday at the latest to let me know the status of the order, and that the service center has to respond to her request within 24 hours.
Ref number(quality number): --------------
Called on 5/8/06 at ~ 5pm, apparently she forgot about me...big suprise. She said she still hasnt heard anything from the service center and to call back in a couple days.
5/11/06
left a message on Allison's voicemail asking about the status of my order.
5/12/06
Called @12pm and the person I spoke with said that ------ was busy on a call and said he would put me through to her voicemail. I asked for someone else to help me, he said he could answer a quick question if i had one but allison was the only one who could help me. I explained the situation and he told me that the serivce center just responded today and that they were expecting a shipment on the 19th and that my drive should ship out pretty quickly once they got their drive on the 19th. He said I should recieve my drive on the 22nd.
P.S. I left out all of the other 10 or so peoples corespondence I had at HP that were completely worthless.
