Evelyn
HP, Case Management replaced my m7680n machine because it finally crashed after 18 months of crashing and reviving itself with an upgraded model M9515f. When I spoke with the first case manager, she upgraded me because of all the issues I've had with my m7680n machine.
I reformatted the new M9515f twice in 6 business days before it finally crashed permanently and couldn't be revived. Then I spoke with a different case manager, and he replaced it with a "downgraded model" M9500MZ that only handled one screen instead of the 2 LED screens that the M9515f model had.
HP needs to honor their original word when replacing and upgrading my machine. In fact, HP has always upgraded my replacement machines (3 PCs in 8 years) under warranty with a better unit, and I believe they also need to honor it this time again.
Just because I got a different Case Manager (3rd one on the same issue), I don't feel he had a right to change the models on me, especially without telling me when he clearly knew I had an M8515f model that HP originally replaced earlier this month.
I've been down 2 months now, and I still don't have a machine that works.
P.S. Just a word of caution, if you ever speak to anyone at HP Case Management, always speak to the same person. Otherwise, you'll have problems like I've had speaking to 4 different people. A new Case Manager is assigned every time you call in and don't request the same person. This is an internal policy that the public is not privy to.
HP contacted me today and apologized, so they're sending me out the unit the originally promised me.
If you want to speak to your original Case Manager, use the word "insist," and you will be put through. Kuddos to HP for expediting this matter. That's what customer service is all about--repeat business from the consumer. It's too bad one Case Manager made this such a nightmare for me, but all is well now. Thank you HP.
Posted: April 24th, 2009 | Report This Comment