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09-22-2022 01:32 PM
Hi , I have very bad service case with HP support. My laptops screen has failed during warranty period, I asked HP to fix, HP picked it up from my home for fix and lost it. It took HP almost 3 months to acknowledge that laptop has been indeed lost by them. Afterwards I've been offered replacement and asked to select one of two models : 13-aw2138nw and 13-aw2128nw . I asked HP complains department to provide me information on differences of both models (since I could not find details on web) and they informed me over email that they differ only with windows version. Therefore I answered to HP clearly that if 13-aw2138nw is black one like the one they lost (and not silver) then I will take it. Guess what - laptop that has arrived is silver. It turn out that they gave me wrong information , actually the other model was black. I asked HP complains department, again to replace but they rejected saying that I should check myself specification and color. The situation is hopeless 😞 , My laptop has been lost by HP many months ago , they provided me with wrong information on offered replacement, and Im left with model i did not ask for. HP is saying that case is closed.
Any idead where to adress such issue further at HP.
09-23-2022 03:21 AM
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Have a nice day
*** HP employee *** I express personal opinion only *** Joined the Community in 2013
10-16-2022 01:27 PM
The situation with HP service gets ridiculous, after another month of mail exchange HP is not interested in the fact that my laptop has been lost by them, and not replaced with the laptop I agreed with them. HP Service has obviously made mistake in veryfing specs of laptop and now denies any responsibility for it. There is no any will from HP Service side to help and resolve the case, the only information Im constantly recieving from HP is saying : we sent you laptop, case is closed.
That is completely unprofessional approach from HP side to leave unsatisfied customer with lost laptop and not accepted replacement.
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