Repair taking over four months

[Mindi1976]

It has been at least four months contacting HP to get my laptop repaired. I borrowed someone’s work backup for my data. Send the computer in, right out of the box didn’t work. Contacted technical support. Said it was software, spent hours on the phone. Tech said he can’t fix it, needed to be sent in. Sent the computer in again. Tech called asking questions. A while later a manager called saying they couldn’t fix it but not sure if I can get a replacement. I will have to wait and see. I need this computer for personal and work. My friend needs their work back up back, and I can’t give it back until I get a working computer. I am leaving for business and I really really need a laptop asap. I am not sure what to do from here. 

[Sneha_01]

Hi @Mindi1976,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[Mindi1976]

I have contacted them multiple times. They started they are unable to repair it and they are shipping it back broken. When I sent it in months ago, I was still in warranty.  I am not now, you have had my laptop for months. I do not want a broken computer back because HP is incompetent and can’t fix it. I purchased a warranty and it was IN warrant when it was sent to you. Please please help. 

[Irfan_06]

Hi @Mindi1976,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are going to receive your laptop back unrepaired from the service center after waiting for a couple of months.

I am sorry for the inconvenience and the trouble you are going through.

The support here is limited and this issue might require one-on-one interaction to escalate it to assist you further.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Irwin6

HP Support

[Mindi1976]

Irvin6 told me to call hp customer support.  That was his answer in his private message!  The reason I wrote is because I have done that dozens of times. 

[Irfan_06]

Hi @Mindi1976,

Were you not able to get the case escalated through phone support?

If not, Kindly send us the required details below in a private message. I will have your issue escalated.

Name:

Country:

Email address:

Telephone Number:

HP Model number:

HP Product Number:

Product Serial Number:

Shipping Address:

Refer to this link to know how to find the Product Name or Product Number.

Keep me posted.

Take care and have a great day ahead!

Irwin6

HP Support

[Mindi1976]

As previously stated. An escalation manager has the case and wants to send me back ny broken computer because they can’t replace it and they do not know how to fix it.  I need to find a place near me and have it done myself.  That is not acceptable 

[Irfan_06]

Hi @Mindi1976,

As the case was already escalated and they were not able to fix the issue for you.

You will have to find a place locally to get it fixed.

I will be closing this case for now. If you need further assistance, feel free to reach out to us and we will be more than happy to help you.

Take care and have a great day ahead!

Irwin6

HP Support