Brand-new high-end laptop overheated [edit]

[TomK111]

My practically unused and 4 month old Envy 16" laptop overheated with the lid closed in sleep mode. An area or about 1-1.5" to the top left of the keyboard was too hot to touch when I opened it. The overheated electronic part must have bloated and the case was bulged from inside out. A HP representative confirmed that this was a repair case. I sent in the laptop for repair in April, 2024 as per instructions of your rep. I was told that the laptop had no error (NTF: no trouble found) and explained to numerous people that it was working, but a part has bloated and will most likely fail soon. Nobody acknowledged the bloated area since there was no hardware failure reported. So, HP repair people refused to open and inspect.

A 'consumer case escalation' manager was given the case in mid-April, 2024.

Here his contact information:

[edit]

After many futile attempts to call or leave a message, he finally offered a $25 gift card or a refund of about 65% of the purchase price - but only if the computer was shipped to HP?! I needed a breakdown or explanation of the embarrassing depreciation of value that HP gives its high-end models. Never got a reply.

I chatted with your customer service to request a new rep - no answer.

As of June 6, your company has my nearly brand-new laptop for 'repair' since almost 2 MONTHS.

[edit]

[Sneha_01]

Hi @TomK111,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I'm really sorry to hear about your frustrating experience with your Envy 16" laptop. I understand how disappointing and inconvenient it must be to have a brand-new, high-end laptop malfunction, especially under such unusual circumstances. Here at HP, we aim to provide high-quality products and excellent customer service.

When your laptop overheated and sustained damage despite being in sleep mode, it was reasonable to expect a thorough inspection and a satisfactory resolution. 

I appreciate your patience in dealing with this situation, and I understand your frustration with the inadequate responses and offers made so far. 

I request you to share the case number in a private message and i will look into it. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc. 

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support