Warning about HP Customer Service
Posted: 07 Jan 2021, 22:23
I hope this is the right place/subforum for this, I've already posted on HP's subreddit & contacted the BBB and am getting desperate. I was promised by HP 2 months ago that I'd have a replacement monitor 'within the week' and it hasn't happened.
I have an Omen X 27 monitor which is suffering from dead pixels & a few other issues(it always takes at least 3 clicks of the power button to turn on for example.) Upon contacting HP(Nov 11th) and mentioning the dead pixels they had me send pictures and immediately confirmed it was unacceptable, I had a repair service order within the hour.
The CS agent explained the process in that HP would send me a box with a new panel in it & after confirming that it was operational I would repack my old one and send it back with an included shipping label. I repeated it back to them to confirm they didn't want the stand or any other accessories which was true. After the call I checked the service number and it stated the replacement was shipping with second day delivery.
I was distracted with medical stuff & the holidays and realized sometime in mid-late December that the monitor wasn't going to come without further action on my part. I rang HP up again and was met with an apology. The CS agent claimed that the panel in question was OOS and that someone should have contacted me within 10 days of my original call to notify me & present options(but that they'd been swamped with the holiday season & recent Reverb G2 launch.) The agent explained to me that I would need to talk to a supervisor who had the authority to present me alternatives including a full refund, replacement for a different model, etc. He took note of my case & that I didn't want a different model and said to expect a call from the supervisor within the week.
No one has called me & an empty box arrived to my door from HP. I don't know what I'm supposed to do with this.. seems HP wants me to ship my monitor back without any possibility of me getting anything in return.(No replacement panels available & I've not been approved for a refund.) We're already well off what I was told would happen and seriously late on my replacement and I don't want to take a gamble on losing both my monitor & my cash or HP deciding on their own to send me something else they feel is comparable value.
I don't know what to do here, I've tried the usual avenues. I've liked the CS agents I've talked to on the phone but they seem disconnected from the actual RMA department. I've complained in the usual methods(Company's social media + BBB) only to be ignored. I'm half posting as a PSA to anyone who may be considering an HP monitor & half out of the knowledge monitor companies watch this site for feedback(hopefully someone within HP will see this and forward it to the right people.)
I have an Omen X 27 monitor which is suffering from dead pixels & a few other issues(it always takes at least 3 clicks of the power button to turn on for example.) Upon contacting HP(Nov 11th) and mentioning the dead pixels they had me send pictures and immediately confirmed it was unacceptable, I had a repair service order within the hour.
The CS agent explained the process in that HP would send me a box with a new panel in it & after confirming that it was operational I would repack my old one and send it back with an included shipping label. I repeated it back to them to confirm they didn't want the stand or any other accessories which was true. After the call I checked the service number and it stated the replacement was shipping with second day delivery.
I was distracted with medical stuff & the holidays and realized sometime in mid-late December that the monitor wasn't going to come without further action on my part. I rang HP up again and was met with an apology. The CS agent claimed that the panel in question was OOS and that someone should have contacted me within 10 days of my original call to notify me & present options(but that they'd been swamped with the holiday season & recent Reverb G2 launch.) The agent explained to me that I would need to talk to a supervisor who had the authority to present me alternatives including a full refund, replacement for a different model, etc. He took note of my case & that I didn't want a different model and said to expect a call from the supervisor within the week.
No one has called me & an empty box arrived to my door from HP. I don't know what I'm supposed to do with this.. seems HP wants me to ship my monitor back without any possibility of me getting anything in return.(No replacement panels available & I've not been approved for a refund.) We're already well off what I was told would happen and seriously late on my replacement and I don't want to take a gamble on losing both my monitor & my cash or HP deciding on their own to send me something else they feel is comparable value.
I don't know what to do here, I've tried the usual avenues. I've liked the CS agents I've talked to on the phone but they seem disconnected from the actual RMA department. I've complained in the usual methods(Company's social media + BBB) only to be ignored. I'm half posting as a PSA to anyone who may be considering an HP monitor & half out of the knowledge monitor companies watch this site for feedback(hopefully someone within HP will see this and forward it to the right people.)