Poor Customer Service

[KV97]

How do complain about appalling customer service from the repair team?

I bought an HP ENVY x360 in September 2019 with a 3-year extended warranty (until September 2022). The laptop has been great up until around August 2021, when it suddenly had a problem booting. Customer support were great at the time, troubleshooting didn't work, and it was repaired by HP free of charge and returned to me. In January 2022, the same issue happened again, out of the blue for no apparent reason (the laptop basically never leaves my desk). I rang customer support and arranged for it to be picked up. It arrived at the repair shop, and within two days, I had the sales team on the phone asking whether I would pay to repair the machine, because "accidental damage" was not covered by the warranty. I questioned what the accidental damage was, and they sent me photographs of some scuffs and a small dent in the chassis. I asked whether this damage was related to the no-boot problem, and I was told that they did not have this information. I repeatedly asked whether this call was about whether I would pay for further repairs to the chassis for aesthetic reasons, or whether I was being asked to pay to fix only the no-boot issue.The customer sales rep said they did not have that information. I clearly stated several times that the damage to the chassis had been present the previous time they had fixed the problem in summer 2021, and that that had been no issue at all for the repair team. They patched me through to technical support. I explained the issue for the second time, and they said that it was not their job to deal with these hardware issues and that they did not have any information as to whether chassis damage and the no-boot problem were related. They repeatedly told me that there was no way they could get in contact with the repair shop to ask. To my case report, they added that I was only willing to pay for repair if it was to fix the no-boot problem only. I did not care for fixing the chassis damage. The technical support rep told me that the repair team would be in contact over email to discuss the issue further. The next day, I received an email that my laptop was being returned. The laptop is still broken and will not boot. I was not provided with an option to discuss the case with those who would actually be fixing the machine. They just sent it straight back to me with no further information. This is terrible customer service and not what I expect from HP.

Please tell me where I can make a formal complaint, and how I go about re-opening my case to get my laptop fixed.

[Anirban5]

I think the only way to get their attention is to write the reviews in Amazon and Flipkart and other gadget websites. Also write critical reviews in Twitter, marking all competitors . They are doing the same with me. 

[Dilip_18]

@KV97

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing issues with the HP ENVY. If there is any hardware issue on the PC I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty product as well. Hence I encourage you to contact HP support for any warranty service options or you can request to escalate the issue to next level. 

As we have limited support boundaries in the support community as of now.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

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