Keyboard keys loose

[MarkG2506]

Since a couple of months more and more HP laptops in our company have issues with keyboard keys coming loose. On about eight of our laptops the letter 'E' has come loose, and we are unable to restore these keys ourselves. According to HP it's only possible to replace the entire top part (including the keyboard) of the laptop, because HP doesn't repair the loose keys in general. 

The laptops are generally only about one or two months out of warranty, and HP won't repair the laptops without charging for it, but i'm not sure that's fair. Shouldn't a laptop keyboard work longer than two years in general? What is the life expectancy of a (HP) laptop in general? I wonder what your thoughts are on this, and are there any other HP users with the same problem? 

Regards,

Mark

[Dragon-Fur]

@MarkG2506 

Welcome to the HP English Community --

Our Community is useless as a polling place to gather opinions about this or that.

Discussions or this type are simply outside of our mission.

Anything that happens to one customer might also have happened to another --

There are millions of computers in the world -- It makes sense that most of what happens will not be unique.

True - Were the product(s) in Warranty, the solution is to replace the keyboard and not an individual key.

True - When a product fails outside of the Warranty period, customers frequently want the free service to continue.

I will forward your concerns to our Moderator team -

Should there be a response, look for a message here before the agent uses other methods to contact you.

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[MarkG2506]

Hi Dragon-Fur,

Thank you for your fast and kind reply. Of course, all cases are different and I can understand that people would like free service after the warranty has finished. However, HP never gives any warranty on loose keys on laptops, so regarding that there 's no looking for free support after warranty. It does raise a question on how long you can expect a laptop or it's keyboard to work in general. You pay a certain ammount for a machine that should at least work for a couple of more years, and not two years and one month after the warranty finishes. 

Also, it's not one laptop, it's seven, all with loose 'E'-keys, and the problems occured right after one and another. That can hardly be a coincidence. 

In case of an agent contacting me, I have already been in contact with an agent, telling me more or less exactly what you told me. but that doesn't mean I have to agree and that i'm asking for some more opiniona from others. 

Best regards,

Mark

[Dragon-Fur]

@MarkG2506 

You are welcome.

We do not have a means to support discussions of the type you want to have here.

I have already done what can be done from our side -

Should there be an additional response from our Moderators, you will hear back.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

[Nal_NR]

Hi @MarkG2506,

Welcome to the HP Support Community. 

I'd be happy to help you! 

This situation will need some additional support from HP's internal escalations teams. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!