10-01-03
8:39 AM
23rd Contact

Lisa called HP...Talked with Hena Loc....transferred to Michael Williams...transferred to Grant Matthews(Pavillion Notebook Manager). Grant could not do anything, even though he's the Pavillion Notebook Manager...Much passing of the buck

10-01-03
2:30 PM
24th Contact

Annie Channakhone called back from executive office....Annie was good enough to assign us a case number..#7302502389....Boy, doesn't that feel better now...gave the number 1-800-756-0608..option 7...for customer loyalty representative

10-01-03
2:41 PM
25th contact

Lisa called 1-800-756-0608 option 7..."Your call cannot be completed at this time...try again later"

10-01-03
2:46 PM
26th contact

Talked with Yen Spell? at executive offices...within 24 to 48 hours they will contact us regarding refund and/or replacement

10-01-03
4:15 PM
27th contact

Lisa called...Carol at the executive offices said she would forward info to gregg--since he handled this before--he can handle as continuing problem and take care of it.

10-02-03
4:15 PM
28th contact

Here we go again...Lisa called the executive office again...this time she got the infamous Bill...said Greg was not available...not able to give me Greg's phone number.."they don't give that out"..took Lisa's name and phone number again and said Greg would call me back

10-02-03
4:30 PM
29th contact

Bill called back..said someone would be calling back...system down...AT A COMPUTER COMPANY????...got serial number again

10-06-03
2:06 PM
30th contact

Lisa called 1-800-756-0608 option 7...Carol...suggested that I call that # again...and get someone that does not have a rollover phone that has computer access and can help me. She can only take a name and number

10-06-03
2:29 PM
31st contact

Lisa called 1-800-756-0608 option #4...Mission Control...Elaine Monroe...got cut off

10-06-03
2:33 PM
2nd contact

Barbara at 1-800-756-0608 option 7 said that Gregg Gordon was not available

10-06-03
2:43 PM
33rd contact

Called Wal-Mart again...asked for Pat (manager)...Pat was not in today...will be working all day tomorrow at Eufaula

10-06-03
2:48 PM
34th contact

Option 4...customer loyalty rep...Ed Lavarias...gave the name of Tim Metcalf..manager over escalation..Ed said hold after I told him what was going on..Linda with executive office picked up and said..she would try to help me...put me on hold at 2:57... she came back at 2:59 said that Gregg would call me back when he gets off the phone..she will continue to call him until he answers...and let me know what was going on

10-06-03
3:06 PM
35th contact

Talked with Mike at Bank One...he said Mastercard Assurance would handle this

10-06-03
3:07 PM
36th contact

Called 1-800-MCASSIST...spoke with Ryan said manufacturer warranty still applies...said to call 1-800-300-3069 to lodge a complaint

10-06-03
3:15 PM
37th contact

Talked with Adrian with Mastercard...contact BankOne..We can try to dispute the amount of the computer on our card but after 60 days limited amount only -- looked to see if he had any #'s for HP that he could give me...Corporate Hqtrs....650-857-1501...fax 650-857-5518

10-06-03
3:36 PM
38th contact

Callled Linda again...got cut off....3:41...still on hold...no answer....3:43...still on hold...no answer

10-06-03
3:44 PM
39th contact

no answer...no music..no person...got cut off

10-06-03
3:48 PM
40th contact

Listening to music waiting for customer loyalty rep...on hold at 3:50 PM..trying once more

10-06-03
3:52 PM
41st contact

Barbara answered...said Linda was on the phone...I said I would hold..she took my name and number once again...said Linda would call me right back

10-06-03
4:44 PM
42nd contact

No call back from Linda...trying to call Linda back...left message for Linda to call me back

10-06-03
5:12 PM
43rd contact

called back...left message for Tim Metcalf to call me back...Linda went home without returning my call.

10-06-03
5:15 PM
44th contact

Tim Metcalf called back...Stan talked with him..pointed out HP's agreement with Wal-Mart and made a point of telling him Wal-Mart's account of HP Policy...satisfaction--refund or a new product..Tim got the figures of the purchase price and gave the fax number to send proof of purchase and said HP would make arrangements for return of laptop and would process refund...that it usually takes 7-14 days for refund.

10-20-03
1:38 PM
45th contact

Lisa called 650-857-1501, Tim asked if we had talked with "this office"..Lisa replied that she had..He asked when..Lisa replied that the last contact was 10/06 at 5:15 pm..Tim said "Hold on, let me see if you are in our system"..then he asked for our phone number Lisa gave him our home phone number. He asked if that would be the number her husband gave. She said try my work phone number..I see an old record under your husband's name.."I am the executive office ..Do you have your labels to send it back?"..Lisa replied that we would not send it back until we got our refund..and followed that when we sent it back before you lost it..Tim has not recieved the fax that we sent with our name on it last time..gave Lisa a new fax number 650-813-3254 said to make sure our phone number and address is on the fax.

12/05/03
3:45 PM
46th Contact

Stan called HP to confirm receipt of Fax at HP sent earlier today.David answered the phone. I asked for Tim Metcalf. David responded that he did not know if Tim was in. David went to see if my fax was received. David did find my fax and said he would make sure it got into Tim's hands.

12/05/03
5:16 PM
47th Contact

David called Stan back. He verified my address and that I was shipping computer back. He verified that HP would send a check for a refund after HP received computer. David gets an "A" in customer service. HP could use a few more like him. Click here to go to the next page displaying various packing pics and tracking info.

Mid January
48th Contact

Situation Resolved! HP sent a check! Go David and many thanks to the participation of the Lisa contact.