[RiskyBee4917]

Okay so ran into a problem thought this was going very good but turns out it wasn't. I bought a laptop hp stream from target but did a return as battery leaking with HP now I cannot send the laptop in so I said that it was hazardous and had to be disposed of by the fire department even have the company of our local waste dump....after 5 hours they came back to me saying ": , as I can check, we will need the Ticket Number created by the Fire Department to investigate the issue further. I understand that the device has already been disposed off by the authorities. However, as there is no physical device available now for our Case managers to investigate, we would require the reference documentation number of the disposal process done by the Fire department" what do I do???!!!

[mothered]

Moved from The Lounge forum to Social Engineering.

If you're located In the US, tell them that you've contacted the fire department and was told that due to the nature of the Incident, they didn't see the need to complete a NFIRS (National Fire Incident Reporting System) module, so a reference/ticket number Is not available.

[RiskyBee4917]

Okay so I took your advice and said that to the hp representative and I never heard anything back. I just asked if they had any updates on my case and the representative said that a case manager was on my case and will be contacting me.... Sound like good news or bad? I feel like it would already be declined by now if they weren't going to do it. But I'm pretty new to this so not sure.

Moved from The Lounge forum to Social Engineering.

If you're located In the US, tell them that you've contacted the fire department and was told that due to the nature of the Incident, they didn't see the need to complete a NFIRS (National Fire Incident Reporting System) module, so a reference/ticket number Is not available.

[mothered]

Okay so I took your advice and said that to the hp representative and I never heard anything back. I just asked if they had any updates on my case and the representative said that a case manager was on my case and will be contacting me.... Sound like good news or bad? I feel like it would already be declined by now if they weren't going to do it. But I'm pretty new to this so not sure.

It seems positive so far, namely because (and as you've stated) they don't have reason/evidence to decline your claim at this stage.

Wait for their response and we'll take It from there.

[RiskyBee4917]

Okay so I took your advice and said that to the hp representative and I never heard anything back. I just asked if they had any updates on my case and the representative said that a case manager was on my case and will be contacting me.... Sound like good news or bad? I feel like it would already be declined by now if they weren't going to do it. But I'm pretty new to this so not sure.

It seems positive so far, namely because (and as you've stated) they don't have reason/evidence to decline your claim at this stage.

Wait for their response and we'll take It from there.

While going threw my emails I stubbled across this, it wasn't sent from hp support so I thought it was another spam loan email but I stead of me trying to explain it I just am going to copy and paste his exact words...now I know if he's read anything on the case he should know the laptop was considered hazardous and a safety concern for me and my kids and I do not have it in my possession but I assume these are standard questions he has so ask..?

"My name is Josh and I am a Risk Manager with HP Inc.’s Health & Safety team. I received a case regarding an incident with your HP Stream and I would love to gather some more information in order to best assist you in resolving this matter.



According to the notes in your case, you stated that there was an oily liquid coming from the device that irritated your hands. If this is correct or incorrect, please reply and let me know. I would like to gather some additional details in order to create an accurate incident report for the issue. This report will be sent to our engineering team for review in order to determine the best steps to take next.

Please provide photos of the device from all angles (Top, Bottom, Sides, Lid Open)
Please provide photos of the liquid leaking from the device if possible:
Where is the liquid coming from on the device? (out of the vents, ports, keyboard, etc)
Do you know if anything might have spilled on to your device?
Is the notebook still functional?
Are you using the original ac adapter and battery that came with the notebook?     
Is there any melted or warped plastic on the notebook?

Please feel free to simply reply to this email. Due to the ongoing post-pandemic changes, we are working remotely and email is the most reliable method of communication. If there is a good time window when I can reach you, you are more than welcome to let me know and I will reach out to you within that time. My working hours are from 8AM to 5PM Mountain Time, Monday through Friday.

I look forward to hearing from you and getting this resolved to the best of my ability for you.

Thank you,

Joshua Gonzales

Health & Safety Risk Manager

Executive Customer Relations"

[mothered]

if he's read anything on the case he should know the laptop was considered hazardous and a safety concern for me and my kids and I do not have it in my possession

He obviously hasn't taken the time to review your case.

If he did, he'd be well aware that you've disposed of your laptop, hence wouldn't be asking the following questions (I've selected those of relevance):

Please provide photos of the device from all angles (Top, Bottom, Sides, Lid Open)
Please provide photos of the liquid leaking from the device if possible:
Where is the liquid coming from on the device? (out of the vents, ports, keyboard, etc)
Is the notebook still functional?

These are the only questions you can answer In their past tense. Where applicable, I've replaced "Is" with "Was/Were".

Do you know if anything might have spilled on to your device?
Was there any melted or warped plastic on the notebook?
Were you using the original ac adapter and battery that came with the notebook?   

Naturally, you'd answer the above with Nothing, Yes and Yes respectively (In that order).

[RiskyBee4917]

Okay thank you!! Also, when I reply back to him is it better to come off annoyed at the fact he hasn't read the case before I give the responses of the questions I can answer or be overly understanding and fill him in very politely on why I can't answer some of his questions?

[RiskyBee4917]

Is there anything I can say or do to get around this??? I just received this email right now.


"Thank you for your reply and I completely understand the situation, and do not blame you for proceeding in the way that you did.



HP greatly values the performance and safety of its products; However, without an opportunity to inspect the involved product, HP is not able to evaluate the reasons for the product's failure, assuming such a product failure occurred. Without an evaluation, I cannot provide any sort of resolution or compensation.



If you are able to retrieve the device, or have any other questions or concerns, you are welcome to let me know. If not, I understand and will archive the case within the next 1-2 days."

---

Is there anything I can say or do to get around this??? I just received this email right now.


"Thank you for your reply and I completely understand the situation, and do not blame you for proceeding in the way that you did.



HP greatly values the performance and safety of its products; However, without an opportunity to inspect the involved product, HP is not able to evaluate the reasons for the product's failure, assuming such a product failure occurred. Without an evaluation, I cannot provide any sort of resolution or compensation.



If you are able to retrieve the device, or have any other questions or concerns, you are welcome to let me know. If not, I understand and will archive the case within the next 1-2 days."

[mothered]

Is there anything I can say or do to get around this??? I just received this email right now.

However, without an opportunity to inspect the involved product, HP is not able to evaluate the reasons for the product's failure

That's nonsense.

As per below, they've already stated that In the absence of the device, they require the "reference documentation number" to proceed.

However, as there is no physical device available now for our Case managers to investigate, we would require the reference documentation number of the disposal process done by the Fire department"

This means they can evaluate the claim without Inspecting the device. Ask them to explain why they're replying with contradictory Information.

[ManakaJunpei]

Is there anything I can say or do to get around this??? I just received this email right now.


"Thank you for your reply and I completely understand the situation, and do not blame you for proceeding in the way that you did.



HP greatly values the performance and safety of its products; However, without an opportunity to inspect the involved product, HP is not able to evaluate the reasons for the product's failure, assuming such a product failure occurred. Without an evaluation, I cannot provide any sort of resolution or compensation.



If you are able to retrieve the device, or have any other questions or concerns, you are welcome to let me know. If not, I understand and will archive the case within the next 1-2 days."

---

Is there anything I can say or do to get around this??? I just received this email right now.


"Thank you for your reply and I completely understand the situation, and do not blame you for proceeding in the way that you did.



HP greatly values the performance and safety of its products; However, without an opportunity to inspect the involved product, HP is not able to evaluate the reasons for the product's failure, assuming such a product failure occurred. Without an evaluation, I cannot provide any sort of resolution or compensation.



If you are able to retrieve the device, or have any other questions or concerns, you are welcome to let me know. If not, I understand and will archive the case within the next 1-2 days."

Luckily this situation seems to have some ways to still succeed due to this person's incapability to communicate

He states that he understands why you did what you did and tells you that you did the right thing, then goes back on script and tells you that he can't help you further unless you do x or y impossible task.

Send him an e-mail pointing these things out and I'm sure you can at least keep the conversation going that way (Make sure to type it in a gentle way, don't make it seem like you're pressuring) Either way this isn't a very pleasant experience to get with support considering they have to treat your claim as being real. I'd be at least a little upset if I got treated like that as a customer.