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HP Recommended

Over the last 10 years I've purchased, for myself and all my younger siblings, a total of 4 brand new HP laptops for us to use for work and school and, last year in 2021, I bought my little brother a gaming PC as his high school graduation present. Less than a year after we got it, the GPU stopped working and HP REFUSES to honor the warranty for NO REASON. I know you're not supposed to trust/like big companies, but stupid me, I actually liked HP and avidly recommended and supported them for years. Now I'm gutted by the sheer scumminess of this and will never again purchase or recommend the purchase of an HP product with an HP warranty attached.

 

The gaming PC I got for my brother (TG01-2260xt) has an NVIDIA GeForce RTX 3060 12Gb, which in less than a year has apparently burned out. The PC was kept in a cool, dry, clean place in his bedroom where it lived and stayed at all times. We never opened the PC casing because we know that might violate some warranties, so when the GPU suddenly stopped working we sent it straight to HP through one of  their contracted local technician places that handles HP warranties. HP took WEEKS just to send us the official box to ship it to them in, and then another MONTH just to send it back saying they wouldn't honor the warranty!

 

The ONLY REASON PROVIDED for refusing to honor the warranty was a generic "damaged due to accident or misuse" with no further details on some form (which does not list the technician name or a case number). How is a GPU burning out in under a year an accident or misuse when we never did anything to damage or mishandle it AT ALL?! We never overclocked it, never used any software to change how the GPU and fans run from factory settings, never left it in the sun or heat or covered with cloth, nothing! It wasn't even used very much in the last year, my brother works full time and is in college full time and kept the PC completely turned off when not in use, so it only saw moderate-low levels of use! How is this misuse/accident???? No written comments or follow up either, just a generic form with a box checked off, that's it!

 

It's a $330 GPU if I buy a replacement, not including any labor for installing it. I spend a lot on my siblings because I love them and they've had a rough life so I try to take care of them, but I'm a single public school teacher from a poor family who's had to work hard to be able to afford things like this for them, so this is gut-wrenching for me. The warranty itself costs money too, so for them to then not even honor it is very frustrating! I never expected HP to do something awful like this, but now that I look through comments I've seen other people also reporting that HP regularly doesn't honor warranties without justified reasons for denial. In my case, I can't imagine it's anything other than a piece of faulty hardware, so I'm very unhappy that they've refused to correct the issue like this on an expensive, very new product bought by a loyal customer. I'll never trust an HP warranty again.

 

If anyone has any recommendations, please let me know, but I know GPUs aren't something you can just fix when they burn out, there's nothing to do but replace the entire GPU as far as I know, and there's only the one GPU in this PC, no integrated or such, so my brother can't use the PC at all until I find the money needed to replace the GPU. 😞

1 REPLY 1
HP Recommended

hi

Sorry, we can't help you too much here.
Impossible to know why, all we can tell you is to contact the after-sales service again, ask for explanations..
And if you are part of the European Union, the computer was purchased in a store other than HP, you can assert your right directly to the seller, in most countries of the union, the warranty increases to two years, from the date of purchase, the seller being responsible for what he sells

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