No ideas about what happened on earth about the repair service for my laptop

[SL2323]

Hi there,

It was totally the most disappointing process so far I have ever gone through. I requested the service through the support line on Jan 29, 2024 as I found the keyboard is not working well at the first place. After a series of exhausting communications to solve the problem on the shipment, the laptop was eventually collected by the freighter and sent out to the service centre on Feb 14, 2024.  Fortunately the HP service centre received it then on Feb 21.

The service tracking status was updated in the next few days with a message shown below:

27/02/2024	MISUSE MIXED REPAIR – IW REPAIR AND MISUSE IDENTIFIED BY SERVICE CENTER
23/02/2024	Customer informed by email

 This is the last update so far. Also, from then on, I have not received any phone call or email from HP. That does concern me so much because it sounds like that the fault was caused by me. Actually I purchased the laptop not longer than a year and used it at work with care. I have been using HP products for over 10 years and once owned Elitebook 828 G3, 840 G6 and the one being repaired. I know how to use a computer in properly and do not consider that I did abuse to the keyboard as well as my entire laptop. Moreover, because I did not find any contacts of the service centre (the email,  phone number and such) located in Poland, I tried to contact the HP Customer Support through email to understand more details about the process and the meaning of the above entry. However, ironically, I got the reply which said that the customer support also failed to get the response from the service centre. 

So, hereby I just would know if I can be informed with the answer to the bellowing questions:

1. What is the current status of the unpleasant branded HP service?

2. In such case, how is HP going to proceed my laptop? Is the issue not covered in the warranty? 

Thank you for your time to read the text.

BR/ SL