Repeated hardware repair failures (under warranty)

jordan09 · ‎05-30-2023

After purchasing my desktop last year, a loud clicking noise developed, present whenever the machine was powered on. The noise begins before BIOS or Windows loads up -- it seems to be related to one of the fans that runs all the time.

In April 2023, I decided to call HP to get this diagnosed and repaired, since my warranty will expire in July. The desktop was shipped to the HP service center, which identified the problem as coming from wires that were rubbing against a fan. The computer was shipped back to me after this problem was reportedly resolved.

Unfortunately, the problem recurred almost immediately. After long phone calls to HP, and sharing a video demonstrating that the loud clicking was still occurring, a supervisor authorized the desktop to be shipped back to the HP service center. This time, the service center was unable to replicate the issue (perhaps something got randomly jostled during shipping?), but they used lots of zip-ties to try to keep cables in place.

After this second repair attempt, the problem has again recurred. I've looked inside the tower and can't see where the clicking noise is coming from. I could again spend hours on the phone with the HP service department, take another video showing that the problem has persisted, and FedEx it back to the service center, but I see little reason to think the result will be any different, after two failed attempts to repair this issue. I am concerned that HP will keep mailing the computer back and forth until the warranty expires.

Is there any way to escalate attention to an issue like this? Does HP ever issue a replacement computer, or a refund when the computer is returned to them, when they cannot repair faulty hardware?

erico · ‎05-31-2023

I can ask for your request to be escalated.

Can you provide a case number?

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jordan09 · ‎05-31-2023

Thanks so much! Is that the CSO number? It is [Personal Information Removed].

Nal_NR · ‎05-31-2023

Hi @jordan09,

Welcome to the HP Support Community.

This situation will need some additional support from our internal teams in HP.

I have escalated your issue to HP’s Support Team in your region for their review of possible options available, if any, to resolve your issue. You should be contacted within 3-4 business days (this does not include weekends or holidays).

Nal_NR-Moderator
I am an HP Employee

jordan09 · ‎05-31-2023

Thank you. I will keep this thread updated.

erico · ‎06-01-2023

You're welcome!

I do hope that your desktop PC issue is resolved soon.

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jordan09 · ‎06-09-2023

I did receive a private message from an HP employee. Unfortunately, after exchanging several messages in which I mainly repeated the information in my original post, and after sharing a video of the problem four days ago, I haven't received any further responses. If I don't hear anything else, I guess I will call HP's general support line again next week. Not looking forward to (presumably) spending a couple of hours on the phone and then mailing the desktop back to the service center for the third time in a row for the same unresolved problem, with my warranty expiring in a month.

erico · ‎06-09-2023

@jordan09

I asked again for another escalation for your issue. I do hope it ends with a better result this time.

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jordan09 · ‎06-10-2023

Thank you kindly!

erico · ‎06-10-2023

You're welcome!

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