extreme HP customer service problems--help!
by waldenellis - 7/25/07 6:19 PM
I have a new HP notebook (bought from their website) that recently stopped booting up. My problem now is with HP customer service...I could rant for hours about my extreme frustration with these folks.
Today I made my TWELFTH phone call (in less than 3 weeks) to attempt to get this thing fixed. The very latest issue is that they are trying to send me a box in which to return the laptop to them so they can repair it. The boxes are getting ordered but aren't getting shipped to me. The latest box request was try number THREE and came from an escalations manager.
I am at my wits' end. I have just written an angry letter, which I am sending to corporate headquarters via certified mail. I don't know how else to communicate to these people that my problem is not getting solved and that their employees have repeatedly, repeatedly, repeatedly screwed this process up. I'm generally a patient and polite customer, but I am not being heard here and I don't know what else to do. In my last 3 phone calls, I've asked to speak to a supervisor (as in, asked for 10 minutes straight until I finally gave up) and am continually told they cannot do that.
Does anyone know the magic words to say so that HP will listen to me? Somebody else to call? How do I get them to pay attention and try something else to get my computer fixed?! (At this point, I not only want to fix the computer, but feel HP should attempt to compensate me for the extreme headaches and loss of productivity that's resulted from their repeated mistakes.)