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HP Service outsourced to For Profit Repair Company?

HP Recommended
Elitebook x360 1040 g5
Microsoft Windows 10 (64-bit)

I bought an Elitebook x360 1040 g5 half a year ago for my company.

Reason: Excellent notebook, advertised as rugged meeting military standards (, 3 yrs warranty, good service in the past.
Now had a problem with one of the thunderbolt ports and a "cloud" on the screen. Called HP and was asked to send in the notebook. Days later, I am  told that the notebook has water damage, warranty is void. Repair possible for the steep price of €986.34. 5% "discount" was offered on the repair. No good will, no alternative offer for a replacement notebook at production cost. So much about a notebook advertised as rugged, meeting military standards etc. . . . watch the attached HP video!
After several telephone calls and e-mails the "discount" was increased to 15 and 20%. No sensible alternative offer. No warranty AND the offer of a repair for still an unjustifiable price. . . provision of a replacement notebook would cost HP less since the repair has a price tag higher than the production costs of a notebook!!! They must be making a significant profit on this instead of providing a service.
It seems clear that HP has outsourced their support and that the company taking care of the support is optimizing their own profits rather than trying to provide excellent support to HP customers. This is very different to the HP support I was used to in the past.
Is this a general experience of HP customers in 2020? Is HP aware of what this does? Without a fair service, I will have to change brands for my company, use Dell or Lenovo or Acer (my daughter just received much better service from them!) . . . 
Is it possible to contact HP about this rather than this strange "HP Service" company? Can someone tell me who to turn to?

Rest assured that Elite PCs are the most rugged products we build.Learn More: NOW: http://store.h...
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Message 2 of 2
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HP Recommended



I've read your post twice - I think you are asking us to intervene on your behalf to challenge the decision made by HP Support.


Our Community is comprised of volunteers - people like yourself who own and use HP technology.


We do have some limited ability to request additional assistance when it is needed.


Nothing within our organizational structure has the authority to overturn decisions made by HP Support.


That said,

The best I can do is to forward your comments for review.

I will do that.


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