customer support

[Houshang1]

Hello,
I bought an HP ENVY Laptop - 13-ba0020ca less than a year ago. Six months later, the monitor hinge crack got open. Since then, I have contacted customer support four times to refund the money and return the product. However, the customer support representatives refused to accept my request and the last representative said it would cost 250 CAD to repair it.
I am wondering why HP does not refund the money while the product has warranty coverage! Moreover, why customer support department adversely affects customers' mental health by their incompetent representatives!
It is truly unacceptable that HP takes advantage of its customers and does not respond properly to their rightful inquiries.

[praveenbv]

Hi@Houshang1,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[Houshang1]

Hello,

HP has sold a defective product as a brand new. I want to return the product and have the money back.