HP continues to amaze me (and not in a good way)

Someone please let me know when customer service has turned into this? Really, we have a known defect with a graphics card affecting thousands of computers, the OEM has provided almost $200 million to pay for repairs, and HP is fighting it tooth and nail.

The saga continues...

Over the weekend I had left a message for my original Case Manager asking him to please call me back on Monday and that I wanted to file a complaint against the Executive Case Manager (ECM). No shock - he didn't call. So I attempted to call him and wasn't allowed to speak with him because it had been assigned to an ECM, the person who wasn't helping me and was quite rude. I was told to leave a message and she would return my call. Instead I received an email that stated she already explained everything to me. I replied saying I have additional concerns about the repair and that I wanted to be transferred to a different ECM.

Then I called her thinking perhaps she just had a bad day on Friday. Oh no, that was being too generous. She was just as horrible today as she was then. It was a mistake to call her and expect customer service.

This morning I called Corporate Headquarters so I could file a complaint with Executive Customer Relations (ECR) and I politely explained my complaint against the ECM and how I wanted to be transferred to another ECM for my case. The corporate person I spoke with said the ECM was perfectly within HP's policy and transferred me back to her! I wasn't even allowed to file my complaint. I was shocked. I couldn't believe she too wasn't listening to me.

My original ECM, Cindy, was unavailable at this point so someone else spoke with me and told me that the ECR said to put me back in touch with Cindy who was on another line. I explained to this new person I was speaking with that Cindy was incredibly rude and I was attempting to file a complaint when I got transferred back to them. I was told that my request for a new ECM was being handled (yeah) and someone would call me back tomorrow morning.

But, no I'm not done yet because I still need to file my complaint and when I called the ECR back this time I received a person who understood what I was explaining and now I filed a complaint against the ECM and the ECR. She said she would send my case to the leads of both departments and that this behavior was unacceptable. Well, I agree.

Now, I still need to get my laptop fixed and I'm SO SCARED to send it off to HP's repair shop as I've read horrible things that have happened to people's laptops voiding their warranties by HP blaming the customers for things like liquid spillage. I'm going to have to take tons of pictures of my laptop (inside and out) to make sure I have documentation of the condition I send it in. And of course - I'm still trying to get a gurantee that they will replace the graphics card and not repair it.