This is regarding cases [Personal Information Removed] for myHP Spectre x360 laptop purchased on 3rd Jan 2019 from Best Buy (San Francisco,CA).
Just to brief you on the situation at hand, on 29th July, myHPlaptop under completely normal circumstances didn't turn on and even after multiple attempts it showed no signs of life. I checked withHPsupport and to my disbelief they told me over-call that the motherboard was gone and handed over a quote of INR 96,325 (USD 1295) for the replacement which is more than the price of a similar spec laptop.
This ordeal brought back memories of the same time almost 2 years back when this same laptop had faced the same motherboard issue which had to be eventually replaced and costed a similar amount as above (under warranty) and I had to wait almost 2 weeks to get it replaced throughHPservice and 45 days forHPUSA to validate my warranty (Case[Personal Information Removed]).
Apart from the multiple motherboard failures, I have also faced audio issues since day 1 (Case[Personal Information Removed]), issues with the hinge (Case[Personal Information Removed]) and issues with the trackpad as well.
As you can see, there are inherent flaws and manufacturing defects in my PC which have not been addressed correctly and such kind of quality and reliability is not something one would expect from a company likeHP. Moreover, when purchasing such a high end PC, I had full trust inHPand was ready to pay a premium over other brands because of the expected quality and reliability and was sure I made a sound decision when I bought it. However, such a bad experience with myHPlaptop has completely changed my opinion and I would find it really hard to recommendHPto my friends or family to spend hard earned money on aHPproduct.
In the current COVID situation when we are having to rely on new ways of working through Zoom, Teams etc. and me being a student, find it increasingly difficult since my PC failed to continue with my classes and tasks and I'm having to work on a borrowed laptop.
Please look into the matter, I would really be obliged if you could be of some support.
Product Description: HP Spectre x360 - 13-ap0013dx
Product Number: 4WB34UA
Serial Number:[Personal Information Removed]
Thanks & Regards
In continuation to my ongoing struggles related to myHPSpectre PC issue resolution, I'd like to summarise and bring to your notice the kind of service that has been offered to me so far.
1. Last week (1st September), I received a call from the case manager ([Personal Information Removed]) asking me "how much I would be willing to pay" for the fix and/or new purchase ofHPlaptop.
2. I did not agree to pay for the repairs as this failure is related to obvious quality defects due to which the PC is plagued with repeat motherboard failure issues and the same was acknowledged by the case manager during our previous interactions but now has denied any such thing.
3. I was then offered a "best solution" of 5-10% discount on purchase of a newHPPC, I declined the 'generous' offer since there are much better discounts on e-tailer websites in case I ever intend on using my hard earned cash on purchasing anHPPC ever again.
4. Exhausted with all the discussions which got me nowhere, I finally asked if the existing PC can be fixed throughHPto which the case manager said that he will check with management and get back to me in 2 days. He then sent a generic copy-pasted mail mentioning none of this and has not reverted to me till date (more than 8 days have passed), also my calls to him go unanswered.
At this point, I believe this is not just a product quality issue but also a fundamental flaw in the way Customers are treated byHP.
Almost 2 weeks have passed where the case manager has just been going back and forth liasioning with Management, getting me nowhere and coming up with unfavourable solutions. I have never experienced such unprofessionalism and sarcasm in the way I was spoken to when I was asked how much I am "willing to pay" with any other Company in the past.
I feel mentally strained and my exams are fast approaching, I do not have the energy to engage in more discussions and I would really be grateful if you could please offer me assistance on this issue ASAP.