Unacceptable time to repair for Probook 250 G8 under warranty

[DaIceMan]

We had a dead Probook 250 G8 return from a customer - no boot, turns on but does nothing. Apparently a dead M.2 disk or something related to the controller. Anyhow being under warranty I opened a case the 14th of November. Apart from a logistics error delay (not fault of UPS but who placed the pickup order from the support), we were contacted the 7th of December saying that the laptop couldn't be repaired because of missing or unavailable parts at least before the 8th of January 2024 and that was to be confirmed. We were offered a 3 month warranty extension (still to be added btw) as "compensation". As hp business partners we have always found support under warranty to be fast and efficient even for basic laptops when needed. However after having encountered this kind of response and increasing problems with laptop products (battery faults, screen issues, etc) and the moving of their call center from local to somewhere in Serbia or Croatia the quality of the support has dropped significantly. It is unacceptable that for a product under warranty one has to wait for 2 months (maybe) without confirmation. We gave the client another laptop at our expense of course because we do care about our support as hp should have done in a case like this (leaving a client without a laptop for 2 months is unacceptable).

I don't like rants, but sometimes it is necessary as we're takling about quality of support and not "just" product quality which is what business customers pay for mostly when choosing a brand like hp for their company. I've never had anything like this happen in the last 25 years or so of experience with the hp business line of products.