Laptop held hostage at warranty repair over 31 days

[CT1313]

I am having an extremely difficult time getting my laptop back from warranty repair.  My laptop has been help hostage since 12/30/24.  Each promised date to receive the repaired laptop comes and goes with the laptop being shipped.   I call, stay on hold forever only to hear the same scripted empty promise of someone from the escalated team will call you in 24/48 hours.  That time frame for the last three weeks has also come and gone without anyone following through. 

My laptop was purchased brand new a few weeks before the display stopped working.  After working with three techs on the line and connected my laptop to a monitor via HDMI cords, they determined the screen was bad.  I received the box and shipping label.  Returned my laptop and received the first email stating January 10 it would be delivered.  Instead I get another empty box requesting my laptop be returned.  I called and was told my laptop could not be found - then a day or so later I called and it was found in another department with apparently a cracked screen.  The crack was not there when I shipped it .    I want my laptop back fixed as promised or a new laptop exactly what I purchased.  I work remotely so my laptop is my lifeblood. 

How can I reach someone who will actually follow through with the help I need?

I have always bought HP and had not problems.  After this experience, I will NEVER buy another HP product. 

[Sneha_01]

Hi @CT1313 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

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