Well as I mentioned about two weeks ago I had plans to call HP’s “Executive Care Office.” Turns out that is possibly the greatest idea that any has given me in a very long time. In 7 minutes I had accomplished more than I had in an hour on my first tech support phone call. Within those 7 minutes, the woman I was talking to had decided it’d be best to have my case escalated to a case manager. The woman in customer relations with whom I was speaking then tried to get a case manager on the line with me however she kept having her calls dropped. She finally took my phone number and agreed to call me back if she managed to get another case manager in the next 5-10 minutes. A few minutes after hanging up customer relations called me back and she let me know that she had finally managed to get a case manager on the line.
I was put through to this case manager who just asked me a few basic questions and to confirm my information. She then created a case ID for me and offered me two options. 1.) She ships me the parts in 3-5 and I do it or 2.) HP picks up the bill (they even send you packaging) to mail the computer to them and they replace it for me. Needless to say I went with the lazy method, having them change it out for me. This was by far the most pleasing experience I had with HP and I’m glad that not all their departments are lazy and incompetent (low level tech support). I’ll post again with how this whole ordeal ended for me.