Worst Service_Support from HP Inc & Hemmersbach

On August 11, 2025, our company's Field Service Engineer logged a case with HP Inc. following an onsite assessment of a faulty HP Laptop at our client's location. On August 15, 2025, we received a repair quotation of R11,257.35 from HP Inc. Payment was made on August 19, 2025, and subsequently provided the requested billing information on August 27.

Unfortunately, we did not receive any further communication from HP. After following up on September 3, 2025, we were informed on September 4 that the client had provided an incorrect VAT number, despite the client confirming that the VAT number was indeed accurate. On September 8, we received an email from HP indicating that the case would be escalated to the appropriate team. However, by September 15, we still had not received any updates. After multiple follow-ups, we learned on October 3 that there was a shortage of necessary materials for the repair, with an estimated arrival date of October 14, 2025.

On October 8, we were contacted by Hemmersbach South Africa, indicating that our ticket was with them and they were to proceed with the repair. An appointment was scheduled for October 13, but on October 10, we were informed that the engineer would be unable to attend due to unforeseen circumstances. When we reached out to Hemmersbach on the scheduled date, we were told that staffing issues prevented them from fulfilling the appointment, despite the client having waited two months for the repair. We were assured that the case was being prioritized, and an engineer was scheduled for October 16. However, the engineer did not arrive on scheduled date and later communicated via WhatsApp to the Client that he would come on October 17 instead. Upon arrival, the engineer arrived with the incorrect spare part, making it impossible to complete the repair. He acknowledged that HP Inc. had sent the wrong parts and indicated he would order the correct ones.

On October 24, we requested an update on the spare parts from Hemmersbach. We were informed that they were awaiting delivery from HP. Unfortunately, we did not receive any further updates for the following few weeks. Despite our endless follow-up emails and phone calls to HP and Hemmersbach, we received no responses, except for an automated email stating that the case had been closed, which is concerning given that the issue remains unresolved.

They have up to date still not been able to provide us with any updates on the repair status and just say the parts are not available and they are trying to source the parts, this has now been ongoing for 4 months, no assistance from Hemmersbach, no one is able to connect us to a manager or provide us with a resolution to this case.