Motherboard failed 1 month out of warranty

[Cerrinia]

Hi, I need to file a complaint with HP

All of the info that I see on this site is buy more products.

I purchased a Envy x360 laptop, for $1000.00 and it is now 25 months old, and the warranty ended at 24 months.  Now it wont turn on, after minimal usage, I only used this device 2 days a month, and the diagnostic place is thinking a new motherboard is needed and will be 500 bucks to get the new HP board and install it.  I called about the warranty and "so sorry, nothing I can do" is all I have been hearing.  No lights will illuminate except on the charging cord, which stays solid white telling me the battery is fine. 

THe previous laptop I had lasted more than 10 years, I only replaced it due to the battery being very bad after so many charges. I am at a loss that something so major can happen to a device that has never left my apartment and has been so well taken care of.

Does anyone know the proper way for filing such a complaint with HP?

[A_Gayathri]

Hi @Cerrinia, 

Welcome to the HP Support Community

I understand you are facing an issue with your Motherboard failed. Not to worry I will help you to get a resolution to resolve the issue.

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support

[Cerrinia]

this has done no good, they said on the phone that I have to pay for support and additionally I would have to pay for the fixing that it would cost as much as the laptop itself to fix, and that too bad so sad this computer failed directly out of warranty.  Then he said that I should buy more HP products even if they fail directly out of warranty because most likely this hardware failure is due to usage error.  That man should not be a manager, and he said that he has no supervisor when I asked to talk to his manager.  He should NOT be a customer service person.  I have a case number of 5136408945   After talking to one person, then the manager I mentioned above, who told me that if I choose to escalate the claim that "you will most likely just have it closed and no one will contact you" so I want to know what can be done, that a 1000.00 laptop fails just out of warranty, fail so catastrophically that everyone keeps telling me that I just need to buy a new one.  Well, if I do, I am never buying this brand, since it won't hold up. Not only wont hold up, but no one seems to care that such a massive factory fault has happened and I just need to replace it.   I actually don't want a new one, I loved the features of my envy.  But tell me, why should I EVER buy anything HP again?   

[Cerrinia]

this has done no good, they said on the phone that I have to pay for support and additionally I would have to pay for the fixing that it would cost as much as the laptop itself to fix, and that too bad so sad this computer failed directly out of warranty.  Then he said that I should buy more HP products even if they fail directly out of warranty because most likely this hardware failure is due to usage error.  That man should not be a manager, and he said that he has no supervisor when I asked to talk to his manager.  He should NOT be a customer service person.  I have a case number of 5136408945   After talking to one person, then the manager I mentioned above, who told me that if I choose to escalate the claim that "you will most likely just have it closed and no one will contact you" so I want to know what can be done, that a 1000.00 laptop fails just out of warranty, fail so catastrophically that everyone keeps telling me that I just need to buy a new one.  Well, if I do, I am never buying this brand, since it won't hold up. Not only wont hold up, but no one seems to care that such a massive factory fault has happened and I just need to replace it.   I actually don't want a new one, I loved the features of my envy.  But tell me, why should I EVER buy anything HP again? 

[Cerrinia]

Well after escalating my case that was created, I have received 2 emails from HP asking me to provide them with a date and time for HP to call me, which i did.  Guess what, SURPRISE, on both occasions I did NOT receive any calls about my escalation of the case.  so I called the number on the bottom of the emails and received the same department that only wanted me to buy more services with the information that once I do that, I still need to pay the shipping and all the technicians and all the fixing things, the call center workers estimate, more than 500 dollars.  So everyone's consensus is to just buy a new computer.  I find that since HP does not seem to want to back their items, even 1 month out of warranty, the service I seem to receive is shameful.