HP Refuses to Replace My Computer

[ldolly]

I would like to clarify that this case was opened before my warranty expired. The initial return box shipment was never delivered by FedEx, which prevented me from returning my laptop in a timely manner. Due to this shipping issue, I was granted an extension of my warranty  to complete the return process. Therefore, the warranty expiration date should not negatively impact the review of my case.

This matter has now been ongoing for approximately 4 months, and I have been diligently working with HP throughout this process in good faith.  For this length of time, I have corresponded with the NA CRT Escalations, Instead of responding to my plea of having my software re-installed, the representative informs me that I have to pay $871.70 to have my laptop repaired.  My device is not even a year old.

I also continue to have concerns regarding the determination of customer-induced liquid damage that affected the keyboard PIN connector.   The laptop was able to power on and initiate Windows Self Repair, which failed and then prompted a restart.  What I needed was to have Windows 11 Pro re-installed.  Additionally, I have requested evidence showing the alleged liquid damage and proof that the photographs are of my specific laptop. While I was informed that the photos contain my serial number, the serial number, but my serial number is not visible anywhere in the images that were provided to me. I have also not received clear photographs showing any discoloration of liquid contact indicators or other evidence supporting the conclusion of customer-induced liquid damage.  Next the NA CRT representative, had a technician to reach out to me that explained that liquid damaged the keyboard PIN near the motherboard.  I explained to the technician that prior to shipping my laptop, I did not experience any keyboard issues and there was no liquid damage. I just needed Windows 11 Pro re-installed.  The technician explained that he was going to escalate this case to the CSR Team.  However, it has been two weeks and I have not heard from anyone from that team.

I explained the urgency of having my laptop repaired because I have to work from home to supplement my disability income and also care for my disabled adult child.  This has caused a hardship in my family due to the fact HP has not honored my request to re-install Widows 11 Pro on my laptop in a timely manner.  Based on how my case has been handled, I am concerned that I may not be receiving fair and consistent treatment.

Given that this matter has been ongoing for approximately four months and my concerns regarding the evidence and warranty determination remain unresolved, I respectfully request that my case be escalated beyond the NA CRT level to HP Corporate Customer Relations or the appropriate executive review team for an independent review.  I appreciate your help.  Thank you.

Regards,

LD

[haythamkha]

Hi LD,

I’m sorry to hear how long this has been going on.

Since the case was opened before the warranty expired, and the return delay was related to the FedEx return box not being delivered, I agree that this should be reviewed based on the original case timeline and the warranty extension that was granted.

As this is now a disputed repair decision involving alleged liquid damage, I would recommend continuing only through HP Escalations / Customer Relations and asking for a written review of the case. Specifically, I would request:

• clear photos showing the alleged liquid damage,
• confirmation that the photos are from your specific unit,
• visible serial number or case reference linked to the photos,
• explanation of how the repair changed from Windows recovery/reinstallation to a paid hardware repair,
• and confirmation of the next escalation level and timeline.

Since this is a public community, I would not post your serial number or private case documents here. Keep those details only with HP Support or the escalation team.

At this stage, this appears to need case escalation and evidence review rather than normal troubleshooting. I hope HP can review the case history, shipping delay, warranty extension, and repair findings fairly.

[Raj_05]

Hi @ldolly,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a private message with the following details:

First Name:

Last Name:

Case ID (If Any):

Serial Number:

Product ID:

Contact Number:

Full Address:

Country:

Pincode:

Email:

Best Time to Reach:

For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention.  

[ldolly]

@haythamkha 

Thank you for taking the time to read my post and for your thoughtful suggestions. I truly appreciate your willingness to help and share your advice. Your recommendations have given me more options to consider, and I'm grateful for your support. Thanks again for pointing me in the right direction.

[ldolly]

@Raj_05

Thank you for taking my concerns seriously and for offering to help resolve this matter. I sincerely appreciate your time, attention, and willingness to assist. I have sent the information you requested and look forward to working with you toward a fair resolution. Thank you again for your support and for taking the time to review my case.

[Raj_05]

Hi @ldolly,

Thank you for providing the requested information.
 

I can see that the case number you shared has been closed, and a new case was created along with the corresponding service order. Our records indicate that HP received your product for service in June 2026, and during the inspection, it was determined that the device had sustained induced damage.

I also understand that you would like to speak with our service center regarding this matter. As requested, your concern has been shared with our service team, and they will contact you as soon as possible to discuss the issue.

We kindly request your patience and ask that you allow our service team some time to reach out to you. Thank you for your understanding.