Customer service issue

[bobanonn]

I sent my $1000 HP laptop to be repaired on March 13 of 2026. I have warranty that covers accidental damage and was told on the phone that the product would be received, repaired, and sent back within eight business days. HP received my item and a week later I received an email saying my product would be delayed an additional week because parts were delayed. I had already talked to the customer service on the phone before sending my product to make sure that the product would be repaired and returned within the eight business day window that I was told. I was promised they would have all the parts and be able to fix it. nonetheless, I waited the extra week and when it did not arrive by the new set date I called customer service and told them of the issue, they said they would put in a “expedite” request. They assured me that my laptop would be arriving in the next few business days. Again, after those days had passed I received a new email with an updated delivery date, I had called multiple times by now and was beginning to get frustrated as I have all of my data on my laptop and it is vital for my college classes. With finals coming up I called them one last time, I was now told it would be sent to me by April 14. By now it has been over a month despite the eight business days promised to me. I spent two hours on the phone with customer service and received no help other than we can expedite the request. I requested they offer some sort of solution other then that but they became hostile and said if I didn’t like it I should get it replaced by Best Buy since I bought it from there, MY WARRANTY IS WITH HP NOT BEST BUY. I asked to talk to a supervisor, was put on hold for 30 minutes with a “it’ll be 2 more minutes sir” every few minutes and the Supervisor turned out to be the same customer service representative talking in a deeper voice, I am not joking. At this point, I am beyond frustrated, I told him to send me the laptop back with next day shipping as stated in the warranty without further repair because I could not wait longer. I received my shipping label, which said it would take an additional week to arrive after it has been shipped. I again called customer service and told him that the issue to which they said we can expedite the issue. I received my laptop today, April 13. When I opened the box, the laptop has not been repaired at all, nothing was repaired on the laptop not even parts they had in stock. In addition to that there is now a new damage on the case of the laptop. in addition, I received a paper with the laptop that said we performed an evaluation and found damage due to an accident or misuse that is not covered under HP limited warranty, mind you my warranty covers accidental damage I am posting this because every time I could talk to customer service their answers are the same stating we can expedite this. I am extremely fed up with this situation and HP customer service and I’m now completely lost as to who to contact because their customer service does not help at all. 

WHO DO I BRING THIS ISSUE TO? 

[Pallipurath]

Hi @bobanonn 

Welcome to the HP Support Community.

Thank you for posting your query.

I truly understand how frustrating and stressful this situation has been for you, especially with your laptop being essential for your studies and daily work. I want to help you get clarity on your warranty coverage and the repair process.

To proceed, could you please share with me the Case ID you received when the repair was initiated, along with the Serial Number of your laptop? With these details, I’ll be able to check the warranty status and better understand what went wrong in your case.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.  

  

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

Take care and have an amazing day!

[bobanonn]

I clicked on the little envelope icon, its says my inbox is empty. 

[Pallipurath]

Hi @bobanonn 

Thank you for responding.

To proceed, could you please share with me the Case ID you received when the repair was initiated, along with the Serial Number of your laptop? With these details, I’ll be able to check the warranty status and better understand what went wrong in your case.

A private message is similar to an email. You can send and receive messages from anyone on the Community without exchanging any personal information.

To send a Private Message (or PM):

1. Click on the screen name of the user, you want to contact.

2. The person’s profile page will open. On the right hand side of the top header, click on the “Send A Message” button.

3. This will open a window to create the message you want to send. Write an appropriate Message Subject and then write the main message in the Message Body.

4. Like creating a post, you can change font, color, size of the text and use various other utility buttons to create an appropriate message. When you are finished, click on Send Message.

Your message is now sent.

If someone sends you a private message, two things will happen.

1)   You will get an email in the email address you entered when you set up your community account. The email will contain the subject title of the message. If you would like to reply back to the person, you can log into the community and reply back.

2)   The envelop by your screen name at the top right side of the community will get a number attached it, this indicates the number of messages in your inbox.

Just click on the envelop to access your inbox where you can read and send messages.

Have a good day.