HP will not repair under warranty

[Amy-S]

Last month I purchased a brand new HP Omen 17-cb0092nr directly from HP for my husband.  Yesterday, several keys on the keyboard stopped working.  He wiped the machine, set everything back to default, sprayed the keyboard with air and nothing worked.  I came home from work and used my fingernail to gently lift up one of the keys to see if there was thing stuck under it and it popped off.  Unfortunately, the tiny piece of plastic that holds the key on broke.   

I spoke with HP this morning and they are refusing to repair the original issue of the keyboard not working because I accidentally popped off one of the keys after the fact.  They want to charge me $660 to just look at it.  And then there will be charge for the keyboard and labor.  That will be over half the cost of the laptop itself.  I am so disappointed with HP.  Now I have this large paper weight that can't be used and will have to purchase another laptop for my husband. ...not HP, that's for sure.  I will definitely research companies that honor their warranty.  

Very frustrated.  

[The_Fossette]

@Amy-S,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.