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Complaint Details


Posted byBettina Beight 
Organization / Product Details
Organization Name
Organization e-Mail 
Product/Service Descriptioncompaq FP15 monitor/ serial no: CNC4261J38 , order H4440970
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeEbony Mel- Supervisor Home & Home Office 
Complaint Details

On 01/25/07 was on phone with tech support with monitor problems. They advised my monitor was dying and needed to order new one. I advised that I had 3 year TotalOne coverage. They could not find my warranty information. I was advised to call Customer Support Line and get this straightened out. On 01/26/07 Kristen Kirk handled my call and updated warranty. She sent me an e-mail confirming this coverage and advised me to contact tech support for my monitor. On 01/27/07 I was speaking with tech support and advised the warranty info. could not be located to proceed. By this time I have spent over 10 hours in phone calls mainly made up of being on hold and transfered to "the person who would be able to handle this problem." By 01/28/07 I had requested a supervisor. Ebony Mel was then connected to me. She stayed on a 3 way call with tech support for over 45 minutes. She clarified with them as well that I had the 3 year warranty.. They finally advised me that a case manager would call me on 01/29/07. Well, I carried my growing notes with me all day and never received a call. Ebony had told me to call her at the end of the day if I did not hear from tech support. I called her and finally reached her after 30 minutes of transfers. She completed a second case management form to back up what was done previously. She indicated I should hear in the next day from tech support specialist. I inquired what do I do if they will not respond. She indicated frankly that she could help no further and was at a loss of where to go. After over 13 hours of phone calls, I have no monitor. I spent 190.00 for this warranty and it seems not to matter. 

Solution of your complaintAt this point I am at a loss. Even people in the HP network have indicated that I have the warranty and it does not seem to matter. 
ActionI have not decided but I am seeing that many people are having problems with HP. I may look into class action suit. 
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