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Jen95
Level 1
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Message 1 of 3
251
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Hp holding my laptop!

HP Recommended
Envy

Ok I am desperately seeking help here. I had a broken screen on my laptop and initiated a repair. They sent the package out to me to pack my laptop up and send back to them with a 5-7 turn around. I sent it back on 10/31. Today is 12/6 and I have not received it back, the estimated date had 3 delays with the last being for 11/27. We have passed that date and now there is NO UPDATE. No delays reported since 11/27 and NO RESPONSES. I HAVE CALLED 3 TIMES AND WAS TOLD EACH TIME BY SOMEONE THAT SOMEONE WOULD GET BACK TO ME. No one has got back to me. It’s been over FIVE WEEKS. This was my work computer. It has caused me serious problems to be without it and now I’m assuming it’s been stolen or lost. The online chat doesn’t work and no one gets back to me after “escalating” my repair three times. 
Does anyone know how to make a criminal complaint? I was given a claim number and estimate for return and they have defaulted on everything. Has anyone had this happen? Do I find out where the repair is located and call the cops? Laughing but not laughing. I’m trying to understand what my options are since they have held hostage a new laptop worth a lot of money in addition to the extra warranty I paid for. I guess the fine print of the warranty was “but we reserve the right to hold it for months, not respond and never give it back”. I’m furious. I’m contacting BBB but if ANYONE had any advice on how to proceed with this situation of my laptop being stolen by hp let me know. Thanks

2 REPLIES 2
Dragon-Fur
Level 16
Level 16
33,770 25,923 3,090 9,989
Message 2 of 3
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HP Recommended

@Jen95 

 

I am sorry you are stuck.

 

Calling the police, hinting at desperate measures - I get it - you need an update and you need your computer.

 

I would guess the delay is one of needed parts (not available) or just being stuck in the large volume of repair orders.

 

That said, no one here can respond to this kind of rhetoric - we are volunteers in a Community forum.

 

What to do?

 

 

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Dragon-Fur

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The_Fossette
HP Support Agent
HP Support Agent
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Message 3 of 3
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@Jen95

 

Welcome to the HP Support Community. 

 

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.

The_Fossette
I am an HP Employee

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