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- Pure Help from Polish HP -waiting on repaired Laptop, big m...

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09-13-2022 04:41 AM - edited 09-13-2022 07:09 AM
Dear All,
Apologies for contacting you as I don't know how to escalate my Problem. The device has not yet arrived at me after the second repair from HP Poland / Hungarian Partner, I have not even received a shipping number/tracking number from the repair service in Hungary, no information about the laptop or the carrier. The parcel was returned to Hungary after traveling to Germany due to flight parcel policy from where it was dispatched back to service (Hungary) and not dispatched after 4days again to Customer. Numerous errors on the side of the UPS and also on the service side, numerous errors on HP Partner Side - No blames but it is inappropriate. No feedback on the status of the device from the HP polish logistics department or HP Customer service. Failure to meet the 14-day repair period validation. Dispatching over the courier from Hungary to Poland 13 days period, still not tracking items from courier presented regarding laptop . 2 warranty repairs and missed physically correctly shipped device. The logistics department has no idea if the laptop was sent by the Hungarian side - no tracking items, also closed HP request without consultation with the customer. Over 10 times called to service and 4 times UPS. This is breaking EU customer laws and HP client's laws. The HP Service wanted not to escalate this problem to their managers but refused to get in contact with them. THE REQUEST ON HP SIDE SHOULD NOT BE CLOSED AT ALL, AS THE DEVICE HAS NOT BEEN PHYSICALLY DELIVERED TO THE CUSTOMER. THE CASE IS STILL UNSOLVED. NO DEVICE PHYSICALLY ON THE CUSTOMER'S SIDE - I DIDN'T RECEIVE THE REPAIRED LAPTOP OR TRACKED ITEM INFORMATION ABOUT THE NEW DISPATCH. !!! PLEASE ESCALATE THIS. THIS IS A BIG MESS INSIDE THIS SERVICE !!!
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09-16-2022 06:01 AM
Hi @Jaroslaw_Korbel
Welcome to the HP Support Community. I'd like to help!
This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.
Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.
I am an HP Employee
09-13-2022 08:11 AM
I saw after 13 days new dispatch Item has been raised again today 13th September (at 2pm local) by HP through UPS, as received Tracked Item on HP on today 13th September 2022. I have escalated on HP community with Problem, called and recorded on voice-message to HP Warsaw headquarter line ( secretary line as nobody from other side was picking up), might this little helped bit.
But will see if items will be delivered on next days hopfuly worried if this will be final one and to pretty that can be true.
Keeping fingers cross as experience with HP cost my much stress and lost of money...
09-16-2022 06:01 AM
Hi @Jaroslaw_Korbel
Welcome to the HP Support Community. I'd like to help!
This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.
Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.
I am an HP Employee
09-19-2022 05:38 AM - edited 09-19-2022 05:57 AM
Dear All
Please can somebody escalate this issue from America!!!, as a Polish und Hungarian service is really a nightmare! No business sense to help client with issues with hardware on laptop. After 2nd coming from service Laptop is not properly fixed up, still facing issues with dropping Wifi and the screen flickering. I have sent movies from my Phone to service with reproduced problems. So far after 1,5 months, Laptop is not been properly fixed. On the second time only was updated firmware and the return still crashed item. I was waiting for delivery for 14 days as the laptop was on a journey on the whole Europe, and even the Dispatching team doesn't know where was item - I have been chased for a few times UPS to get an update on the item. They said that was a problem with internal Procedures. Anyway I am going to report to the Office of Competition and Consumer Protection as is breaking clients' rules, European warranties party invoices as this is dishonestly service (each time different stories on the phone and pissing off on the response times ) ever I saw in my life!! The Items It was not worth this over 1272 dollars spent and to be honest I am stressed and fed up with this service. I sent over 15 times on the phone and over 7 times on the UPS side. Tried to reach Polish HP HQ and unfortunately only possible was left for a voice message. In one word just madness.
Please can take someone on this really eyes and escalate this properly!!!.
Thank you in advance,
Best Regards,
Jaroslaw Korbel
09-21-2022 05:57 AM - edited 09-21-2022 05:59 AM
Dear All
I would like to highlight a technicain service error due to the complaints, because technician service on 1st fix used the wrong DDRAM4 PC4-2666V for replacement, according to the Maitenence and Service Guide, should be used for this Laptop 3200MHz or at least 2933MHz - Used Nanya Technology NT8GA64D88AX3S-HR 8GB instead of Samsung M471A1G44AB0-CWE 8GB (it can be check diferrences @ ram-comparison.com)
After removing the wrong DDRAM4 and placing just one original DDRAM 4, the image flickering interruption has resolved so far, but unfortunately, WiFi and Bluetooth still do not work properly, they continue to interrupt / flap like in the videos sent to you last week to polish line. In addition, after moving your disk to the second slot, the laptop does not "arise" in any way, the hp logo, bios and the screen do not start - I suspect that with the wrong DDRAM4, the technicain service could damage the IO components on the board, so Wifi and bluetooth do not work properly what's more, the 2nd disk slot does not raise or a defective motherboard has been used.
It is evident that the technician employees involved in servicing them not fully correctly and competently diagnose problems and fix them - since in Dual Channel the technician/service technician mixes 2 different speeds of the memory DDRAMs at the repair stage and in addition uses not fully recommended memory DDRAM 4 as replacement!!!
In addition, the service staff does not perform the repair. They use a part worse than what was in the original laptop configuration and not in accordance with the recommendations. This is a violent consumer good !!! I would also like to point out that the service technician did not diagnose the laptop on 2nd fix in the service as soon as he "updated or reset the firmware in order to allegedly fix the problem" at the second service action.
I am asking you to consider my comments in the complaint and to urgently take appropriate actions in the complaint and to scale the problem above.
I am still waiting for a response from the complaint department and awaiting an explanation of these inconveniences. I would like to point out that the laptop has not been fully functional for over a 1,5 months.
Thank you in advance,
Best Regards,
Jaroslaw Korbel
09-21-2022 06:01 AM
Dear Sir/Madam
I would like to highlight a technician service error due to the complaints, because technician service on 1st fix used the wrong DDRAM4 PC4-2666V for replacement, according to the Maitenence and Service Guide, should be used for this Laptop 3200MHz or at least 2933MHz - Used Nanya Technology NT8GA64D88AX3S-HR 8GB instead of Samsung M471A1G44AB0-CWE 8GB (it can be check diferrences @ ram-comparison.com)
After removing the wrong DDRAM4 and placing just one original DDRAM 4, the image flickering interruption has resolved so far, but unfortunately, WiFi and Bluetooth still do not work properly, they continue to interrupt / flap like in the videos sent to you last week to polish line. In addition, after moving your disk to the second slot, the laptop does not "arise" in any way, the hp logo, bios and the screen do not start - I suspect that with the wrong DDRAM4, the technicain service could damage the IO components on the board, so Wifi and bluetooth do not work properly what's more, the 2nd disk slot does not raise or a defective motherboard has been used.
It is evident that the technician employees involved in servicing them not fully correctly and competently diagnose problems and fix them - since in Dual Channel the technician/service technician mixes 2 different speeds of the memory DDRAMs at the repair stage and in addition uses not fully recommended memory DDRAM 4 as replacement!!!
In addition, the service staff does not perform the repair. They use a part worse than what was in the original laptop configuration and not in accordance with the recommendations. This is a violent consumer good !!! I would also like to point out that the service technician did not diagnose the laptop on 2nd fix in the service as soon as he "updated or reset the firmware in order to allegedly fix the problem" at the second service action.
I am asking you to consider my comments in the complaint and to urgently take appropriate actions in the complaint and to scale the problem above.
I am still waiting for a response from the polish complaint department and awaiting an explanation of these inconveniences. I would like to point out that the laptop has not been fully functional for over a 1,5 months.
Thank you in advance,
Best Regards,
Jaroslaw Korbel
09-21-2022 06:11 AM - edited 09-21-2022 06:14 AM
Dear All
I would like to highlight a technician service error as a complaints, because technician service on 1st fix used the wrong DDRAM4 PC4-2666V for replacement, according to the Maitenence and Service Guide, should be used for this Laptop 3200MHz or at least 2933MHz - Used Nanya Technology NT8GA64D88AX3S-HR 8GB instead of Samsung M471A1G44AB0-CWE 8GB (it can be check diferrences @ ram-comparison.com)
After removing the wrong DDRAM4 and placing just one original DDRAM 4, the image flickering interruption has resolved so far, but unfortunately, WiFi and Bluetooth still do not work properly, they continue to interrupt / flap like in the videos sent to you last week to polish line. In addition, after moving your disk to the second slot, the laptop does not "arise" in any way, the hp logo, bios and the screen do not start - I suspect that with the wrong DDRAM4, the technicain service could damage the IO components on the board, so Wifi and bluetooth do not work properly what's more, the 2nd disk slot does not raise or a defective motherboard has been used.
It is evident that the technician employees involved in servicing them not fully correctly and competently diagnose problems and fix them - since in Dual Channel the technician/service technician mixes 2 different speeds of the memory DDRAMs at the repair stage and in addition uses not fully recommended memory DDRAM 4 as replacement!!!
In addition, the service staff does not perform the repair. They use a part worse than what was in the original laptop configuration and not in accordance with the recommendations. This is a violent consumer good !!! I would also like to point out that the service technician did not diagnose the laptop on 2nd fix in the service as soon as the technician "updated or reset the firmware in order to allegedly fix the problem" at the second service action.
I am asking you to consider my comments in the complaint and to urgently take appropriate actions in the complaint and to scale the problem above.
I am still waiting for a response from the complaint department and awaiting an explanation of these inconveniences. I would like to point out that the laptop has not been fully functional for over 1,5 months and nobody from polish HP so far is not willing properly solved this issue.
Thank you in advance,
Best Regards,
Jaroslaw Korbel
09-22-2022 05:03 PM
Official Complaint for Polish Service Support and Hungarian Laptop Technician Support
Hereby, pursuant to Polish law Art. 568 § 1 in connection with Art. 638 § 1 of the Act of April 23, 1964 Civil Code, I inform you that the service of the 2nd repair of the HP ENVY Laptop - 15-ep0098nr with the serial number 5CDXXXX (number hidden due forum restriction), which I have received after the first service repair on August 23 and the second The service repair on 09/15/2022 still has numerous defects - faulty WiFi, faulty Bluetooth, faulty 2nd SSD slot on the motherboard, incompatible DDRAM memory corresponding to repair recommendations (not recommended speed according to the Maintenance and Service Guide HP Envy 15) replaced directly by the Hungarian HP Service, in The fact DDRAM replaced is incompatible with the factory-ordered components of the laptop and primary leftover DDRAM memory. The item provided by service is the worst in terms of the specification as was primary in the laptop ordered (doesn't meet Mhz Speed criteria and due technical recommendation and doesn't fit with already leftover another one in DUAL Channel memory). The disadvantages are that the listed components in the Laptop, i.e. the motherboard: has disadvantages regarding faulty Wi-Fi and Bluetooth and the screen: improper attached the matrix touch film, which was found on August 23rd 2022 and again defects regarding inoperative WiFi, inoperative Bluetooth , along with the screen display flickerings interruption when touching the touchpad after the second repair made and after the second return of the laptop from the service on 09/15/2022. The problems were replicated in the attached videos that were sent to the HP service line on 09/16/2022. The Complaint has been passed to Polish HP Complaint Department on 16th September 2022. If within 14 calendar days will be no respective fulfilled by HP Polish Complaint department, the case will be passed to the court.
Due to the above indications and the long-time of ineffective repairs, I request immediate removal of defects in the work or replacement of the product with a new one pursuant to Polish law art. 561 § 1 in connection with Art. 638 and art. 580 (§ 1, § 2, § 3) and European Customer Laws of the above-mentioned acts,
Please can someone from the respective HP level take care on above complaint!
Kind regards,
Jaroslaw Korbel
09-23-2022 07:14 AM
I would like to mention that the above action is a practice that violates the collective interests of consumers, consisting in an unlawful action that is contrary to the order to conduct business in accordance with good practice, which can be deduced from the provision of Art. 3 sec. 1 of the Act on competition is an action contrary to the law or decency, if it threatens or violates the interest of another entrepreneur or customer, according to Polish law.
Best Regards,
Jaroslaw Korbel