HP unreachable after a failed warranty repair

[nusaka]

I have a Spectre X360 13.5" laptop that has a recurring issue with the touchpad: intermittently, it stops responding to input, responds unpredictably, or has phantom input (the cursor moves and buttons are clicked when the touchpad is not being touched). I've sent it in *twice* for warranty service, and each time HP Canada kept it for *weeks* (supposedly it's five business day turnaround) and the problem is not actually resolved. Now the original warranty period has passed, though there should still be 90 days after the last repair. It's clearly a hardware issue, not drivers/software: the same happens in the UEFI diagnostic environment, entirely outside the OS.

After the computer was in HP's hands for an unreasonable length of time (almost two months!) for the second attempt, I escalated the issue and a case manager contacted me. Soon afterward I got the PC back, and one problem (a screen issue) had been fixed, but the touchpad problem has not. I've emailed the case manager twice and left a voicemail, but have not heard back. I also tried calling the escalation team number and waited on hold for an hour before the system hung up on me.

So how, other than small claims court, can I get HP's attention on something like this?

[Sneha_01]

Hi @nusaka ,

Welcome to HP Support Community.

I'm really sorry to hear about the troubles you've been experiencing with your  PC . It sounds incredibly frustrating to deal with these persistent issues, especially after expecting a resolution. No one should have to go through this kind of hassle.

I have reviewed the case. I will be delighted to assist you and also noticed that you've reached out for the first time. Please help us with the following details on a private message, which will help us in escalating this case further.

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Take care and have a good day.

Rachel571

HP Support