Unreasonable delays

[Winnie102]

I submitted a laptop with a cracked case and graphics issue on June 18 for repairs, I had warranty and was promised 8-10 business days for a repair. I was initially given a delay from July 1 to July 14, and I just learned that the part they need is still unavailable for repairs so I am likely to get another delay. It's ridiculous that repairs have taken this long, especially when the problem is the case being cracked. It should not take over a month to deliver a single part.

If there are more issues than part delivery, I have not been given any information on it. No estimation on when the part can be delivered has been provided, and the official site to track the progress hasn't even been changed to reflect the current state of the part being completely missing and not in delivery.

I believed the repairs to not require money since the laptop had warranty, but it seems I'm going to be paying in time instead.

[NonSequitur777]

@Winnie102,

Welcome to our HP Community forum!

I can certainly understand why you're frustrated.  Been there, done that.

A repair that was originally estimated at 8–10 business days stretching well beyond a month -sans a clear explanation or updated ETA- is understandably quite disappointing.

Unfortunately, repair turnaround times are dependent on parts availability. If the required replacement part is backordered or unavailable, the repair center generally cannot complete the repair until it arrives. While that doesn't make the delay any less frustrating, it is one of the more common causes of extended repair times these days -not just affecting HP, but across the industry.

Anyway, the online repair status page also isn't always updated in real time, so it may not accurately reflect the current state of the repair.

At this point, I'd recommend contacting HP Canada Support again and asking that your repair case be reviewed by a case manager or customer relations representative. They can determine:

• whether there is an updated estimated arrival date for the replacement part,
• whether an alternative part is available,
• whether your repair can be expedited, or
• whether your case qualifies for another resolution under HP's warranty policies.

When you contact them, have your repair/order number available and explain that the repair has significantly exceeded the original estimated turnaround time and that you've received no updated ETA.

Hopefully they'll be able to provide a more definitive status update or discuss the options available for your specific case.

Kind Regards,

NonSequitur777

[Winnie102]

I managed to use the information you provided, and it seems that I was able to get the process expedited. I'm not sure if me contacting them was the reason for them hastening the repair or if it would've happened anyways, but it certainly gave me more information than I had before. Thanks for the advice!

[NonSequitur777]

@Winnie102,

That is wonderful news!

Please consider marking my response as an "Accepted Solution" so that other users may more easily find this discussion and benefit from it.

Kind Regards,

NonSequitur777