Those case numbers really make your day, don't they?
I winced as I read every line of your terrible ordeal...until late in your text when I realized you have a WHOLE NEW LEVEL OF "CASE NUMBER" HELL to experience.
To reach this layer of horror, you need to call the corporate office in Palo Alto. They change the name from Customer Assistance to Customer Follow Up every week or so to confuse you...but tell them you wish to file a phone complaint about the phone service you received. You will be assigned a "caseworker". S/He will...get ready...assign you a new and separate case number from all the others. S/He will tell you that if you need to call Tech Support again, NOT to mention this case number because it is the number used by HP Mgmt to track problem calls and inefficient staff. Therefore, S/He will ask your assistance in keeping this number secret. Here's the joke. The Tech Support staff CAN SEE THE NEWLY ASSIGNED CASE NUMBER ON THEIR SCREENS if they know where to look...and most do. They, then reverting to their zombie-like idiocy, will begin to MIX UP THE PREVIOUS (LATEST) tech assigned number and the SECRET HDQ CASEWORKER CASE NUMBER so you will not know which HP case number to refer to when you call back. Unfortunately, HP does not yet market a DECODER RING to help us understand this process...but hang in there, I'm certain it'll be available soon...with an especially preassigned case number should there be a problem. Seriously,I DO feel sorry for all you went through and just hope you and I find a bedtter company with a solid product. John