A continuation of part 1. So I was contacted by a Case Manger but was busy and couldn't pick up. I call back and wow is this lady rude. As soon as she picks up she sounds annoyed, as if I had called her cell phone on her lunch break or something. Now the Case Managers are based in Canada so there is no language barrier, but the HP employee incompetence continues. I tell her the two problems I have. 1. I have sent the old monitor but HP says they haven't recieved it. 2. Fedex says they shipped the replacement monitor but it was stolen or sent to the wrong address. Well in my first problem, I notice that HP's website in also incompetent. They have two tracking numbers, one for them shipping me the replacement monitor, and one for me sending the defective one back. The one for them shipping me the replacement monitor works. The one for me sending back the defective unit has a glitch which took me a while to figure out. Everytime I click on it, it sends me to the UPS website and it has no information. But then I realize that the problem is that it is a Fedex tracking number, not a UPS tracking number because I remembered that UPS has letters and numbers in their tracking information! I proceed to the Fedex website and HP has recieved the monitor. Now here is where it gets interesting. I explain all of this to the case manager and she says I was supposed to have sent it out by UPS. I proceed to tell her that I followed the included instructions and the pre-paid lablel was from Fedex. Her response is, you should have sent it out UPS. And that Fedex picked it up and probably billed HP for the shipment (which I later called and found out that Fedex will not ship anything with a UPS pre-paid label anyways.). Well I tell her I followed the instructions and she says, "whatever". That's her intelligent response. I then ask her if I was supposed to send it out by UPS, why did HP give me a tracking number from Fedex? She says she doesn't know, obviously. Well, then she says that for the lost package I need to call Fedex and get a claim number and then call back. I do this and this time I get a competent employee from HP. This guy is very professional. I explain both issues to him and he says that HP always uses Fedex to ship items, and he asks me if I remember who I talked to which I do. Michelle at extention 79. He says that HP is out of stock on the 22 inch monitors and that they will send a 24 inch monitor instead. A nice gesture given the hours I've wasted talking to incompetent employees. The monitor is supposed to get here in a few days and he says he's made sure that HP's system is updated with the information that they have received the monitor so that my credit card won't be charged. As I actually got an email this morning saying they haven't recieved it. Hopefully the rest of this goes as smoothly as the last phone conversation. *Update* Today I got a call from HP saying they, "unfortunately" located a 22 inch monitor and I will not be sending the 24 inch monitor as they had originally promised. The only bright side is that it will actually be new this time and not refurbished. The first time they promised me a new monitor and sent a refurbished though so I won't believe it till I see it. I also asked them if I needed to do anything else about the monitor Fedex lost. And he said I did more than I had to already. HP should have called Fedex and handled it all apparently. That's not what the first case manager I talked to said though.