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Telephone Support History Summary of Telephone Support 1. Called up HP Customer Care India on 9th May, 2008 2. Escalated case further on May 10th, 2008 and was given the escalation id of CCHSAP141557 3. Called HP CC on May 13th, 2008 - I was told that a replacement request was forwarded to HP's Bangalore office. 4. Called HP CC on May [14th, 17th, 20th, 21st, 22nd, 23rd] 2008 - all because the promised deadlines were not met repeatedly. 5. Called HP CC 7 times on May 24th, 2008 - Assigned case manager named Upendra Kumar. 6. Called HP CC on May [29th,30th,31st] 2008 - Unable to get in touch with my case manager. 7. Called HP CC on June 6th, 2008 - Case forwarded to Singapore. Detailed History 1. Laptop returned on May 8th, 2008 with incorrect motherboard configuration (256MB dedicated graphics as opposed to the original 512MB dedicated). (Suspicious behavior by service center on 7th and 8th of May - suspected FRAUD) - case id: 2600661131 2. Escalating the case - I cannot wait another 4 weeks for motherboard replacement. Considering writing directly to HP India's President - Balu Doraisamy. 3. Called up HP Customer Care India on 9th May, 2008 and talked to a rep name Rajini (if I heard it right) who added my request for replacement to my latest case id and gave me an e-mail address to write to start the process of replacement. I was promised a reply within 24hours. 4. Escalated case further on May 10th, 2008 and was given the escalation id of CCHSAP141557 after e-mail to department responsible for replacements was not replied to. Waiting to hear back from HP on the complaint lodged for over 72 hours..... 5. Called HP CC on May 13th, 2008 - call forwarded twice until I reached a technical support representative named Pawan (the first helpful person so far in the past couple of days). After explaining my circumstances in depth along with the details of this site, I was told that a replacement request was forwarded to HP's Bangalore office and I would be hearing from them within 72 hours. In any case, Mr.Pawan would be calling me back in 24 hours to see if I've received any call from the Bangalore office. 6. Called HP CC on May 14th, 2008 after Pawan never called. By some strange twist, I happened to get connected to him again. He checked told me he will request an update on the situation and told me to wait for the 72 hours to complete. 7. Called HP CC on May 17th, 2008 - again by amazing coincidence, I got connected to Pawan again who apologized for the delay and told me the request would be flagged and HP would definitely get back to me in a day or two. 8. Called HP CC on May 20th, 2008 - the call that was promised never materialized. Talked to someone named Sanjay who told me that HP was processing the request and the status had been set to them planning to call me directly on May 21st, 2008. 9. Called HP CC on May 21st, 2008 - the call that was promised never materialized. The status had been set to them planning to call me directly on May 22nd, 2008. 10. Called HP CC on May 22nd, 2008 - the call that was promised never materialized. Talked to someone named Shikha who told me that she has placed a complaint with the concerned department and I would hear from HP within 24 hours. 11. Called HP CC on May 23rd, 2008 - the call that was promised never materialized. What a surprise. Talked to someone named Tarun who told me that this is an extremely long delay and that he's terribly sorry. They were unable to get in touch with their Bangalore department by phone and he told his supervisor about the situation who promptly started composing a mail to the department (well that's what he told me). And he said he couldn't promise a response within a given time frame since the escalation/replacements department was not directly connected to theirs. 12. Called HP CC 7 times on May 24th, 2008 - Explained my problem over and over 7 times because the call center system cut me off at exactly 10 minutes into the call every time. First I thought the reps might be doing it - later, when I checked phone's time counter I realized it must be the system coz 10 minutes was the cut point every time. Must be some kind of motivational thing or time management technique at HP. Anyway, the second last person I talked to told me my problem has notified to a higher department and that I would get a call back in about half an hour. And obviously, I didn't get it. No surprise there. So called again, this time I was immediately forwarded to a Upendra Kumar (I hope I'm spelling all the HP employee names right) - through the course of the conversation I learnt that he was the case manager assigned to me and he would be handling my case from this point on to resolution. He sounded far more professional and asked me to explain the details of my case; I now have a flicker of hope that HP might not just yet drive me to a consumer forum. I was told that he would try to get the department to get back to me on Monday (26th May) and he would mail me in the morning to inform me what time I would get the call. 13. Called HP CC on May 29th, 2008 - I never heard back from Upendra Kumar and I got no communication from HP whatsoever. So I waited a while and called up 5 days after the last and asked to speak to my case manager. The person on the line said there were a lot of employees around and she's unable to locate him. So I gave her my escalation id and I was told that according to the information was available to her, HP was scheduled to call me tomorrow. Let's see if that's going to happen. I'm really not counting on it considering I've called like 18 times without ever getting a call back. 14. Called HP CC on May 30th, 2008 - I called and provided the details of my case again since I never got the call back. The call center employee told me that since the complaint has been forwarded he was helpless to do anything further. I asked to speak to his supervisor and was told they would call me back in 15 minutes. That never happened. 15. Called HP CC 3 times on May 31st, 2008 - Talked to a person named Thanu who told me she'll try to connect me to Upendra Kumar. She went off the line for a while and then told me that Upendra Kumar was in a meeting and he would get back to me later in the day. She told me that the complaint id was registered in the name of a Mr. Manish. Who the hell is Mr. Manish? I'm Koshy John. Also the system's serial number was listed as CNF7082NRD instead of CNF7082NDR - all the other information was correct. I called again late in the day after it became apparent that my case manager was not going to call me. Talked to Neha who told me that another query has been sent to the Bangalore office from her end and Mr. Upendra Kumar would call me back on Monday as he had gone out on official business. Ms. Neha also promised to call me back herself on Monday in this regard. 16. Called HP CC on June 6th, 2008 - Of course, no-one called!!! This time: talked to a person named Priya who connected me to Mr.Upendra Kumar who said he had gone outstation on company business and that's why he was unable to get back to me two weeks back. And he was busy after that. Ok.... Well he seemed surprised that I hadn't gotten a call yet and he told me that he was going to write to the Bangalore office and the Asia-Pacific head office in Singapore. According to the escalation id status, I am supposed to get a call tomorrow but I told him point-blank that I had no faith in that. He seemed to understand and told me that I would definitely get some form of communication within 2 days. Yeah right. 17. Called HP CC 2 times on June 10th, 2008 - AGAIN, no-one called! Talked to a person named Azam who sounded really uninterested and distracted. He just went on and on about why I wanted to get the laptop replaced. He said he didn't know my case manager personally and therefore could not connect me to him. Total waste of time. Called again and got connected to a Vijay who said my case manager was unavailable and when I asked again, he notified his supervisor who sent a memo to Upendra Kumar to call me back. |
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