HP specialist damaged my laptop and refused to offer solution to the problem he created.

[natalia1818]

Hello, I had two small problems with HP Pavilion that I bought in Poland. One was that the touch screen stopped working, and the second that there were connectivity issues. If I was close to the modem it would connect perfectly fine, if I was 7 metres away it would disconnect. Apart from that, the laptop was working perfectly well, and I was able to do all the updates. For the last 5 months I've been living in Mexico City and because my warranty ends on September 30 I decided to call the Mexican HP support, and try to fix the above issues. Unfortunately the final result of their online and phone support was that my laptop stopped working completely... Then they told me that because I bought the laptop in Poland they cannot take it to their laboratory and fix it, and there's no way they can help me. I'd like to stress the fact that before IT specialist interfered in my laptop, it was working very well, apart from the small problems, and now it doesn't work at all... Is there something that the US customer service could do in that situation? At no time did the Mexican specialist warn me that his interference in my computer may damage it completely. He knew from the start that I had bought it in Poland. If I had known that he would damage my equipment I would never have allowed him to get into the system. Is there anything you can help me with? HP is a huge, international company and I cannot believe that you can leave me like this. It was an HP specialist that damaged my computer and he left me with no solution. I can give you the names of people, who were responsible for my case and all the necessary case and equipment numbers.  I would also like to say that everything took place remotely on the phone and online, they didn't even want to check if they can fix personally what they had broken. I told them that I could deliver my laptop to them but they didn't want it. How can they say they are unable to fix it without even trying? Please help me, I desperately need to be able to use my laptop. Thank you in advance.

[danny-r]

@natalia1818

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.