Failure to honor warranty

[MaimeRae]

I had an hp envy laptop that iwas under warranty and I got the extra coverage for accidents & spills. It stopped working & I was told it would be replaced with a comparable or better model. After months of hearing nothing, each time I called I was told to expect a call back, someone tells me the person working with me no longer was employed there and he had done nothing. Now it’s sent to escalation department & they can’t find a replacement unit but after I express frustration at  waiting months, suddenly one is available but I notice the screen isn’t antiglare. My last one was & I need due to chronic migraine. They look for another, can’t find, then suddenly the original one they found is antiglare& they add that in big red letters to offer email & say they will adjust it if I have issues. I trust them, because it’s in writing, stupid me, and guess what? It isn’t. You can tell as soon as you look at it- glossy. I set it up thinking maybe it’s anti reflective & this sets off a week of me being in bed with migraine so bad it mimics a stroke. Afterwards I have to use it for an important meeting I can’t miss & during the Google meet the screen keeps going blank & microphone keeps going out. It wasn’t Google because I shutdown laptop & use desktop & have no problem. They call to ask how it’s going & I tell them & they ask if I called tech support. No, because my warranty guarantees a working, comparable replacement & I did not get one. They violated warranty. Who do I complain to now? HP? Better Business Bureau? State consumer complaint line? This needs rectified. Now

[Sneha_01]

Hi @MaimeRae ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support