Hello,
After having a problem with my new computer, I was transferred to a Case Manager named Marie. She assured my that once I receive a box to return my computer, they would send a replacement and it would be there in three days. I said, that's weird because, FEDEX said, it's going by ground- shouldn't be there for five days. Marie told me to call and provide the tracking number, which I did. The person on the phone said, he had it. He also sounded confused and unsure. So I called the next day and was advised, once the old one was received, they would send the replacement. I explained my disappointment, because, I'm an online student. The person stated, we will have one sent to you by Friday. It's Friday and I called and they told me- not only do they no longer have the tracking number, but they have no idea where the computer is. I gave them the tracking number three times, I misplaced it. I returned to FEdEx and they can't give it to me. I have tried to call my Case Manager, Marie and have sent her three emails-no response. I have pleaded with her in email to help me. I have been on hold for 20 mins each time I call. Once for 28 Min. As of today, they have no idea where my $800.00 Envy is or when they will send the replacement. I have been told so many lies, it's amazing HP is still in operation. I have called the Case Managers so many times. Everyone appears to be confused and will say anything, for example they will look into it and call back. Please if anyone has any ideas. Please let me know. I'm afraid my Envy is gone and no replacement. What's so amazing is Marie, the Case Manager. She was nice on the phone the first time. Gave me her extension. It's been a week, so will not respond to me. I need help or suggestions. (my next computor will be an Apple, I have an Ipad and their customer service is worth the price of the device) HELP!!! I need a number or customer service address to file a comlpaint and plead for help. Anne Artman