Promises to me from HP are a matter of HP record - but still they won't make good!

Question

I have a pavillion dv7 that I tried to set up on Sunday, Oct 21; fingerprint sensor failed; online support had me uninstall and reinstall; still wouldn't work. In chatting online, I noticed the keyboard was super-stiff; called hp phone support; got Shera. Explained that I had purchased computer on July 8, but due to a family members extended illness, I had to relocate , had extended absence from home and had not opened the box to start setup until that day . Shera kindly worked with me for 3-1/2 hrs to troubleshoot; computer would not do anything we asked it to do; super-slow on start-up and shutdown, as well as the BIOS driver update we attempted. Moidway through update, computer shut down (still plugged in). On re-start, it said we nedded a startup repair- ran repair; it failed. Tried a system restore - THAT failed. Shera said she would call me back the next day with a resuolution. She called back as promised (bless her!), told me she had discussed with her supervisor, and that my computer would be replaced; someone would contact me within 24 hours. Got an email next morning from Case Manager Marie; called her and was told she was unavailable, and that George would take over my case. george immediately informed me that I would get a rerapir, not a replacement. I asked him to contact Shera and her manager to discuss what we had already attempted, and confirm that I had been promised a replacement. He refused; sent me an email sating that I had REQUESTED a repair. I called back, spoke to another representative, explained that I had not requested a repair, but had been PROMISED a replacement. Was told someone would call me within 24 hours. Next day, I receive a box to send my computer in for repair. Called back, stated that I ahd been promised a replacement. Was told by 'Rain' , after he checked with his supervisor, that yes, I would receive a replacement as promised, and that someone would contact me within 24 to 48 (!) hours with instructions on how to send in for replacement. 3 hours later, Case Manager George called and rather nastily informed me no way would I get a replacement ; I disregarded his call, since he could not provide me with the re-escalated ticket # that Rain had given me. 48 hours went by; no call as Rain promised. I called them, and was told that someone would call me back within hours. Received a call from Case Manager Marie - she informed me that she had gone over my case AT GEORGE'S REquest and that I would receive a repair. I told Marie that was not what I had been promiused by 2 reps, and she told me they had no right to tell me that- that SHE made the final decision. I have since confirmed with HP that the record of my case clearly states that both Shera and Rain (and their supervisors) promised me a replacement (Not that I said so, but that they entered this promise into their records as something they stated to me) . But the kind person who confirmed this for me - , told me he had checked with his supervisor, and my only recourse was to call back case manager MArie!!. I do not see the point in this, since she has already informed me (as George gleefully has) that no way will i get a replacement despite the company's promises that I would. Both have told me that they are final authorities, and I have no reason to believe they will honor the promises they've already told me they would not honor - and franly, I do not feel I should be subjected to their downright haughtiness and rudeness againHOW DO I GET SOMEONE to HONOR THE PROMISE MADE TO ME? Pleaes, please help - I'm out $900 and need a machine to do my work - I have been at this for 6 days, and spent over 20 hours on this problem, which could have been easily resolved days ago, had HP made good on the promise made to me on Monday.

Answer 1

Hello mgottha,
I saw your post and forwarded it to the right people a for their review. You should hear back from someone shortly.
Thanks
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