HP have damaged my PC during an under warranty repair and are trying to blame and charge me.

[BeckyDJ]

I sent my PC to HP for an under warranty repair 2 weeks ago due to multiple issues with constant rebooting. HP have yesterday sent me a bill for £460 after damaging my PC in their repair shop.
They are saying the damage is customer induced however I have clear photos of the product in the box  they provided to send it to them of it prior to sending it for repair.
The damage has clearly been sustained in their care and they’re now refusing to engage or speak with me, just keep saying the problem will be escalated. Does anyone have any advice or experience? The device was supposed to be returned today and they’ve made my PC worse! 
I’ve attached a photo of the condition of the screen in the box for return and the photo they have sent saying I have caused damaged to it. 

 

 

[Hawks_Eye]

Hi @BeckyDJ,

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Not to worry I'll do everything I can to help get this sorted for you.

I need some information to assist you better, as these are confidential details they cannot be shared in public.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye

[BeckyDJ]

 I would reply to your message fully if it would let me… please can someone contact me, I have provided my phone number. 

[BeckyDJ]

This is ludicrous!! HP are now trying to say I packaged the item incorrectly and the stand has caused damage to the screen? Can someone please advise how this was possible when the stand and screen were packaged in separate boxes? 

 

 

 

[Hawks_Eye]

@BeckyDJ 

I regret the inconvenience caused to you.

Could you please check and reply to the private message that was sent by me earlier to get this addressed.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

Regards,

Hawks_Eye

[BeckyDJ]

I have replied… this was escalated as a complaint on Thursday 28th, we’re now a week on and despite two senior advisors in your call centre agreeing there is clearly no damage to the screen in the packaging boxes when it left my home, HP are continuing to argue that somehow I caused the damage. 
It is a complete lie to suggest the stand damaged the screen due to poor packing by the customer when I clearly didn’t pack the screen in the same box as the stand.
DPD also took photos of the condition on collection! Why is no one contacting DPD to release their photos? It is further evidence the screen was not damaged before it left my home.