Who is responsible in this situation?

[iamali]

I bought a new laptop for school last year. It took a few months to realized the webcam and internal mic didn't work (figured it out when I was trying to Skype).

Last month we talked with customer service and it's all under warranty, they sent us a box to mail it back in.

I dropped off the box at FED EX last Friday (6/22).

We got the box back today via FED EX (6/28). DSD opens the box at home.

Screen is cracked.

My experience today with HP has been awful to say the least. According to them they have no record of the laptop even being sent to them for repair. :@

So. Either way I will get this fixed, I just need to know which c/s I need to yell the loudest at.

[mommyneedswine]

Check the tracking of it first to see if it reached your destination. Either way I would start with Fed Ex. They will want proof of how it was packaged. They want to make sure to their standard that it was packed well. If they say it wasn't packed well enough and the tracking proves HP received it, it goes back to HP to fix it.

[sake]

HP's fucking customer service sucks balls. H had to call them literally 17 times and send his computer to them 3 times to finally get his issue resolved. we have vowed to never purchase an hp product again. If fedex doesn't take responsibility, i would try to get as high on the food chain at hp as i could before i started yelling. The lowly customer service reps can't do shit.
sorry dude, that really sucks. hope they get it resolved quickly.

[sprky79]

When Gateway puled this on me, i filed a complaint with the BBB, and things got resolved quite quickly.

[Deleted]

It's HP's fault if they shipped it. Just keep climbing the corporate train and threaten small claims court if they don't fix it.

[lucky513]

fed ex

they have insurance on there packages I think they cover upto $200

[phoeny]

Start with fedex and see if hp ever received it. Then starting bitching.

[adhdfashion]

FedEx. My bet is it was cracked in transport.