HP is definitely wearing me out

It's a game of survival basically. I called my HP Executive Case Manager (ECM) immediately after my laptop returned from being repaired and expressed my disappointment that only the heatsync fan was replaced and the graphic card was left alone along with the rest of the motherboard even though I smelled it burning! The ECM said there was nothing she could do about the repair that since the repair order was submitted by a tech in India she didn't have access to it so even though I was speaking to her for over a week about the problem and how it would be fixed she couldn't update the repair order to communicate with the repair tech! What? Your kidding me. Really?

I even wrote a detailed letter to the repair tech explaining what happened and what I suspected were the problems. That didn't help either.

The call with the ECM got disconnected and since I had waited 30 minutes on hold to talk to her in the first place I didn't have the energy to call back. So later I called the Executive Customer Relations (ECR) I was speaking with and expressed my disappointment not only with the repair but with HP's processes, and the fact that no one at HP considers these failing graphics cards to be an issue even though there are hundreds if not thousands of affected people. Some people have documented their failure and HP experiences here.

But, that didn't help as the ECR just doesn't get it. Not only am I unhappy with my repair I also want to make suggestions to HP for where they just aren't getting it when it comes to customer service and the processes they employ. But...lol, I'm crazy to apparently think they would want to improve as a company. Does it help I have an MBA and I worked as slave labor while in grad school at Compaq right when the merger was taking place? No.

The next time I spoke with the ECM she told me that both her and my voices were little and that HP was a huge company and I'd never be heard. I told her I begged to differ as I work for a very large corporation and my voice is heard and my company does improve their processes on a daily basis.

So while I try to speak on behalf of the many of us who are experiencing this graphics card failure, the only thing I have been able to do is get a 2nd repair on my laptop. That's right. It goes back in this week for repair. Who knows how long they will have it or what they will do to it this time.