JakeRich

Day two update. This is the transcript from my online chat with HP today:

Quote:

Print active chat [Thursday, April 10, 2008 8:28 AM] -- Automatically generated message: This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP and Compaq handheld products is available 24hrs a day, 7 days a week. You will receive a response to your support request in 5 minutes or less. [Thursday, April 10, 2008 8:29 AM] -- Automatically generated message: A Support specialist, Alan H has been assigned to your case. [Thursday, April 10, 2008 8:29 AM] -- Alan H says: Hello Jesse, thank you for contacting HP and for your interest in our Active Chat online support. Here is SR ID # for your service request 452242 . My name is Alan and I see you have a question regarding your handheld. I'm going to take a few moments to review your information and will message you back very soon. [Thursday, April 10, 2008 8:30 AM] -- Alan H says: There is still no update. [Thursday, April 10, 2008 8:31 AM] -- Jesse Richards says: Now I'm really upset. Can anybody in HP just pick up a phone and call the repair center? [Thursday, April 10, 2008 8:32 AM] -- Alan H says: I will e-mail the status team to get a update. Once we get a update I will e-mail you through the case. [Thursday, April 10, 2008 8:32 AM] -- Jesse Richards says: I have brick. A very expensive brick. I paid for "Next Day Exchange" and have been waiting 2 days. This is not service, this is stupid. [Thursday, April 10, 2008 8:33 AM] -- Alan H says: In the agreement of the NBD carepaq there it says depends on availability of the units. [Thursday, April 10, 2008 8:35 AM] -- Jesse Richards says: It's not your fault, Alan, but frankly I simply don't believe you. I've been consistently lied to by just about everyone I've dealt with in HP. If you surprise me and actually do send an email, I'll be stunned. From your website (Nothing about availability): A convenient, cost-effective alternative to onsite hardware repair Replace failed hardware units quickly and conveniently with HP Services' reliable next-day exchange service. This easy-to-use HP Care Pack extended warranty service gives you a cost-efficient alternative to onsite repair for HP products. A permanent replacement unit is shipped overnight via premium airfreight to your location. Shipping charges - for both the returned and replacement products - are prepaid by HP. Replacement units are new or refurbished to like-new condition. Next Day Exchange is particularly suitable for products that do not carry critical data, or in instances when your data can readily be restored from back-up devices. Choose Next Day Exchange Hardware Support when you need to: • Replace defective hardware the day after it goes down • Take advantage of convenient door-to-door pick-up and delivery • Rapidly access over-the-phone problem diagnosis and technical support • Find a cost-saving alternative to onsite hardware support Service Highlights • Remote problem diagnosis and support - HP Services works with you to isolate hardware problems and help with product installation, configuration, setup, and problem resolution. • Next-day exchange - If the problem cannot be resolved remotely, we replace your failed product with a new or equivalent-to-new product free of major cosmetic defects. Next-day delivery of replacement products is available for calls received before 2:00 pm local time. Your permanent replacement unit will be delivered by 10:30 am the following business day in most areas within the continental US. Service within 1 to 2 days is available in selected areas of Alaska and Hawaii. • Standard business hours coverage - Remote telephone support is available 8:00 am-5:00 pm Monday through Friday, excluding holidays. Extended telephone support may be available for selected products. [Thursday, April 10, 2008 8:38 AM] -- Alan H says: There is a clause in the Agreement saying on availability of the exchange unit. [Thursday, April 10, 2008 8:40 AM] -- Jesse Richards says: We agree to disagree about your so-called contract. I'll check back later.

I'm still waiting...