[mothered]

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.

^ This, which Is what I'm referring to In my previous post.

[RiskyBee4917]

Sorry for the late reply! Just got a replacement phone and broke it two days later so it's been a week   

Okay so I had replied to him right before I broke my phone and his reply back is the following;
"
I appreciate you taking the time to reply with more detail to the situation and providing the screenshot that you did as well. I greatly appreciate that.

I want to take a moment to apologize for the lack of knowledge of this case. Your case has been escalated through HP Support due to the nature of your claim. My team and I are the only ones who handle these sorts of claims for the North American continent. Regretfully, that means some information can get lost in translation on the way up. I will be sure to have the email you sent, as well as the call recordings regarding your case reviewed so we can correct our processes and apply coaching where needed.

However, I do request documentation regarding the disposal of the device. If you are able to send me copies of those, I will be sure to get them documented on our side and will address them accordingly. It also does not look like we have a good physical address for you on file, so if you could please provide that as well, I’d greatly appreciate that.
Thank you and I look forward to hearing from you,"

Do you think sending a corrupt file is the best next step? And also is it strange of him to ask for my address? I was thinking maybe it's a good sign cause if he isn't going to approve it to send me a new one why even ask for my address?

[mothered]

Their support Is contradictory throughout the claim's evaluation.

First they've said that they require the device and without It, your claim will be declined. And now there's no mention of the device, but rather purely a request for the disposal documents.

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.

I do request documentation regarding the disposal of the device. If you are able to send me copies of those, I will be sure to get them documented on our side and will address them accordingly

Do you think sending a corrupt file is the best next step?

Notice how he's mentioned (above) "If" you are able to send me copies?

He's not directly Indicating that you "must" send them for the claim to proceed, so begin by saying that you don't have the documents from the fire department and leave It at that - don't go Into any detail. He may well approve It without the documents, but If not and he's adamant that they're needed, tell him you've contacted the officer In charge of the fire department and you have them on hand.

Use the corrupted file method thereafter.

And also is it strange of him to ask for my address? I was thinking maybe it's a good sign cause if he isn't going to approve it to send me a new one why even ask for my address?

Was there a discrepancy with your address on the account at any point?

If not, because your claim has gone through so many hands, his Information may not be up-to-date, hence the request for your address.

[thebestser]

Interesting claim around this, most people do not get past the sending the item back part. I would advise for future to just report your replacement as lost eb/dna. The companies have to get their monies from somewhere somehow, this is just pure courtesy and compensation if they decide to send you a new device.

[mothered]

this is just pure courtesy and compensation if they decide to send you a new device.

It's more to the fact that the OP has remained adamant and pushed the reps to their limit.

At first, they requested the device be returned and basically advised that they will not offer compensation until It's received. They've later changed their tune, by completely disregarding the device and solely asked for documentation. It wouldn't have happened If the OP didn't remain firm throughout the claim's process.