Monday July 20th - No Longer Silent, Still Unhelpful

6:09pm EST - receive a call from a Ms. Yun Sil (pronounced like "Yan" or "Ann") in Jeff Utigard's office in CA. He is her manager, but she's not calling about the voicemails I left, nor is she calling about the fax I sent.

She's calling about the email I sent through the online form to President and CEO Mark Hurd. Apparently, he did read it. She assures me he read it. I don't necessarily believe that, but OK.

She had my timeline all wrong, insinuating that sending my email to Mark Hurd was unnecessary after speaking with Annette at corporate. I clarified everything for her (thank God I keep notes of all of this!!)

Her words to me: "I spoke with the managers in my office, and unfortunately, the support organization is not allowing me to make any exceptions regarding the limited service enhancement."

I asked her what this "support organization" was - she told me it was a branch of HP that makes all decisions. Corporate (her and Jeff) have to adhere to them, no exceptions. Decisions come from support organization, Corporate follows through.

I asked her if there was ANY contact information for this "support organization" branch. She told me that there is NO contact information available to the customer. Of course, there's a phone number, but she's admitted Hewlett Packard will not let customers speak to anybody who has the authority to make any decisions! Lovely. So HP restricts all of its customer service from being able to make any decisions, and then locks the decision makers away, out of contact with the public!!

I told her that I had left a voicemail for Jeff Utigard this afternoon, and while he by no means guaranteed me a repair, he gave me hope that it was possible. She said she'd have to contact him to "see what his intentions are, since we're not allowed to do anything." She promised to get with Jeff and then either she or he will contact me by tomorrow.

For posterity, here's my case number and her contact info:

Ms. Yun Sil
HP Corporate- Palo Alto, CA
800-756-0608 option 7
My case #8027244859