Called in again to get my case number and see if I was charged. A representative named Brian answered the phone and looked up my info and found my case. I explained to him the situation before and after some holds and checking he was told by his manager that he has been approved to offer me a refund and he apologized for the previous person. This is what customer service should be. I didn't even ask to get the money refunded but he offered it. Great rep. Wish all HP reps were like this guy.
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