One last update....They have my laptop and wont give it back!! HELP!!

[TwinkleToes77]

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I sent my laptop in for repair to HP July7th. Normally repairs take 3-5 business days which is totally understandable and acceptable. So on Tuesday July 15th I called and asked what the status was on my laptop (lcd screen needed to be replaced.) the lady on the other end told me that its finished and is waiting for a waybill number from ups and it will probably be sent back to me the next day.

So like a good girl i patiently wait until 5pm THURSDAY (2 days later) before calling back and asking if its been sent out to me yet. This time the guy on the line says its finished and just waiting for a waybill. I tell them that I was told the same thing on tuesday. So he says well maybe they received the waybill today and you will get it tomorrow. And that if i dont get it tomorrow then to call back and they will expedite it. They also said someone will call withing 24-48 hrs. ( you see where this is heading)

Friday comes along, No computer again. This time my husband calls because im fuming and id prefer to not p!ss them off by my being so mad myself. He calls they say ok yes we will expedite it. No Delivery on weekends though and a call within 24-48 hours so I suppose monday tuesday.

Today, Monday - I call and ask if its been sent out to me yet. They say its completed and just waiting for a waybill so it can be sent. I explain for the 4th time now whats happened so far. She tells me she is sending an email to the service centre. (which is btw only 45 minutes from my house). She says yet again they will call me in 24-48 hours. Im getting really annoyed. I have this gut feeling they "misplaced" the computer and thats the reason for the hold up.

What to do next?






Cliff notes:
Sent notebook in for new screen,
Finished on july 15th but hasnt been returned yet
Getting run around.

 

[Shawn]

Just drive over there and beat them senseless..... umm I mean take your laptop.

 

[TwinkleToes77]

Originally posted by: iloveme2
Just drive over there and beat them senseless..... umm I mean take your laptop.

I dont have a car until my husband gets home from work.. and by then its closed.. otherwise i would beat them

 

[HomeBrewerDude]

who is they?

 

[RossMAN]

Originally posted by: yamahaXS
who is they?

 

[Gunslinger08]

Drive your husband to work tomorrow, then take the car for the day. Drive to the service center and request your laptop.

 

[TwinkleToes77]

Originally posted by: yamahaXS
who is they?

Sorry HP.

 

[TwinkleToes77]

Originally posted by: joshsquall
Drive your husband to work tomorrow, then take the car for the day. Drive to the service center and request your laptop.

No direct address of the service centre.. all the waybill says is HP service centre vaughan ontario. I looked it up and didnt find an address for it

 

[NogginBoink]

Every time you call them, you record the time and ask, "and your name is...?"

And when you get the same speil, you ask to talk to a supervisor. And get the sup's name.

And when you get the same speil, you keep climbing the ladder.

And when you get as high on the ladder as you can get, you get the person's name, phone number, and email address. And the name, phone number, and email address of that person's supervisor.

And you record all this in your notebook.

And you don't get off the phone until someone tells you, "TwinkleToes, I will personally ensure that your laptop gets shipped back to you today."

 

[TwinkleToes77]

Originally posted by: NogginBoink
Every time you call them, you record the time and ask, "and your name is...?"

And when you get the same speil, you ask to talk to a supervisor. And get the sup's name.

And when you get the same speil, you keep climbing the ladder.

And when you get as high on the ladder as you can get, you get the person's name, phone number, and email address. And the name, phone number, and email address of that person's supervisor.

And you record all this in your notebook.

And you don't get off the phone until someone tells you, "TwinkleToes, I will personally ensure that your laptop gets shipped back to you today."

Any chance of having it same day delivered?

But yeah, i realised after i hung up today that i should have gotten her name. If i dont get a phone call by tonight i'll call them tomorrow and work my way up the ladder.. so that all the "important" ppl are at work when i call.

 

[Yax]

Have you asked the rep if he/she realize how long they've been waiting for this waybill? Make them realize that its been too long and you want that laptop back ASAP. Don't hang up and don't take their word for it that it will be shipped till they give you a confirmation number. Let them know its been over a week and you've been told the same thing too many times. Be very rude about it and you'll get it back.

 

[HomeBrewerDude]

Originally posted by: TwinkleToes77

Originally posted by: yamahaXS
who is they?

Sorry HP.

In that case, I would start demanding things in writing along with people's names, and I would also request to talk to someone that can fire all of the people involved.

okay that last bit is hyperbole, but they should be able to put this in writing for you. If not, they really really suck and you should unless the fury of hell on them.

 

[TwinkleToes77]

Originally posted by: cheapbidder01
Have you asked the rep if he/she realize how long they've been waiting for this waybill? Make them realize that its been too long and you want that laptop back ASAP. Don't hang up and don't take their word for it that it will be shipped till they give you a confirmation number. Let them know its been over a week and you've been told the same thing too many times. Be very rude about it and you'll get it back.

They know everytime i call i go through the same exact story starting from tuesday they said it was finished. Im thinking of calling them back right now though and telling them its unacceptable that i should have to wait 24-48 hrs and that they need to connect me to either that service centre or call them with me on the hold and get it resolved.

 

[Rufio]

i say just wait for the waybill.

 

[secretanchitman]

either wait for the bill, or just call and bug the heck out of them.

 

[TwinkleToes77]

ok so i call HP again and tell them that im actually very aggitated that no one has an answer for me and all they can offer is 24-48 hrs someone will call back. The guy on the other end ( i got his name this time) says that i shouldnt wait for a call from them because they probably wont call back anyways. So after having me on hold for 20 minutes and not getting me anywhere. He said less than the other ppl have told me. I asked to speak to a supervisor.
He tells me he can't give me a supervisor because if he does other ppl waiting for calls will have to wait longer. So i said you mean you cant transfer me to a supervisor? and he told me no and that if i wanted to talk to a supervisor then I had to call complaints and he gave me the number. So i call HP canada and the guy transfers me to complaints and I get to leave a message. Waiting for call back.


BTW... Waiting for a waybill DOES NOT TAKE 1 week!, it's an overnight thing!

 

[cressida]

hmm... Not good news since I just got my ze4300 from hpshopping.com.

 

[TwinkleToes77]

Originally posted by: Synergy
hmm... Not good news since I just got my ze4300 from hpshopping.com.

Actually, I have sent the laptop into them before. It required the hinges to be tightened. I had it back in 4 days.

what concerns me is not that if it was still being repaired but no one knows where it is.. no actual visual of the notebook. All they know is what they are reading from a file. Whos to say its not "lost".

 

[yukichigai]

What's a waybill? Is that an invoice for shipping or something?

Did you have any information that could be considered sensitive, illegal or encrypted on the lappy? That could be the reason.

 

[TwinkleToes77]

Originally posted by: yukichigai
What's a waybill? Is that an invoice for shipping or something?

Did you have any information that could be considered sensitive, illegal or encrypted on the lappy? That could be the reason.

yeah a waybill is the receipt that its been picked up and shipped. And no i dont have anything like that on the laptop.

 

[cyclistca]

If you check HP's web site you can find the service center address. I found two in Vaughan.

Millennium Data System
20 Barnes Court
Vaughan, ON L4K 4L4
phone: (905) 669-4700 x249

The Ram Group
3280 Langstaff Rd.
Vaughan, ON L4K 5B6
phone: (905) 760-7559

Cheers

 

[TwinkleToes77]

Originally posted by: cyclistca
If you check HP's web site you can find the service center address. I found two in Vaughan.

Millennium Data System
20 Barnes Court
Vaughan, ON L4K 4L4
phone: (905) 669-4700 x249

The Ram Group
3280 Langstaff Rd.
Vaughan, ON L4K 5B6
phone: (905) 760-7559

Cheers

thanks alreadt tried them.. seems those arent the ones.

 

[zixxer]

I am a tech for Best Buy. When laptops are still under warranty we just send them to the manufacturers (sp?)

We've stopped doing that with HP/Compaq. They misplace things, lose things, and switch things around. (We've had 4 instances where hdd's were for some reason swapped with an incorrect hdd... i.e. a laptop is sent off to have the screen replaced. When they take them apart they take apart like 3 at a time.. and they put the wrong hdd back in, ..)

It's too much of a risk imo. Their tech's are .. I don't know.. have problems.

 

[dman]

Originally posted by: se7enty7
I am a tech for Best Buy. When laptops are still under warranty we just send them to the manufacturers (sp?)

We've stopped doing that with HP/Compaq. They misplace things, lose things, and switch things around. (We've had 4 instances where hdd's were for some reason swapped with an incorrect hdd... i.e. a laptop is sent off to have the screen replaced. When they take them apart they take apart like 3 at a time.. and they put the wrong hdd back in, ..)

It's too much of a risk imo. Their tech's are .. I don't know.. have problems.

Yowsa. I was going to say, probably not lost--just dealing with a callcenter vs the actual repair facility is reason for the runaround... after hearing that I think I may be wrong.

 

[pecel]

Buy DELL or Sotec/Averatec