No Support from HP customer support.

[Mohit1203]

Hello HP Community,

I am posting here because I have exhausted all official support channels, and my case has been left unresolved for almost an entire year. I am not sharing personal details for privacy reasons, but the situation below is fully documented.

A hardware issue with my HP laptop was reported within the warranty period (nearly a year ago).
Despite this, the issue has still not been resolved, and the experience with HP’s customer support has been extremely disappointing.

 What Happened (Technician & Repair Issues)

1. Incomplete inspections

• The first two technicians did not open the laptop at all, simply labelled the issue as “software related.”

• This resulted in delays of several weeks.

2. Late actual diagnosis

• Only the third technician opened the device and discovered hardware-level issues.

• By this time, additional problems had appeared (RAM, GPU, camera, keyboard), none of which existed when I first contacted HP.

3. Missed technician visits

• Several promised visits never took place, even after receiving messages assuring a 24–48 hour timeline.

What Went Wrong with Customer Support (Main Concern)

The service handling is the core issue here:

1. Constant change of support agents

• Every few days a new case manager was assigned.

• Each time, I had to repeat the entire case history from the beginning.

2. Escalations that led nowhere

• Repeated emails stating “your case is escalated” were received, but no real action followed.

• Senior callback promises were never fulfilled.

3. Lack of continuity and follow-up

• Many emails and messages went unanswered for weeks — sometimes months.

• Even WhatsApp and phone support stopped responding.

4. Case closed without resolution

• At several points, my case was closed abruptly, despite the issue being completely unresolved.

All of this has resulted in endless delays and a year-long unresolved issue that should have been fixed within days or weeks.

Current Situation

• The laptop remains unrepaired.

• No one from HP support is responding anymore.

• My support calls are not getting connected.

• WhatsApp support does not reply.

• The case appears closed without a proper fix.

• It has now been nearly one full year.

What I Need from the HP Community

I am requesting guidance from the community or moderators on:

• How to escalate this properly within HP when all normal channels have failed

• Whether there is a higher-level HP contact for persistent unresolved service issues

• How to request a complete service log and escalation trail

• What to do when support repeatedly closes cases without resolving them

• Any recommended steps for cases that have been pending this long

What I expect from HP is my device replacement and appropriate compensation for my time loss and the productivity compensation for this duration.

I am not including personal details here publicly, but I have a full record of emails, promises of technician visits, escalation replies, and documents from HP’s side.

Thank you to anyone who can offer direction.
This has been an extremely long and difficult experience, and I hope the community can help point me toward the right escalation path.

[BeemerBiker]

This link shows how to get warranty information.
Click here to read how to dispute a warranty.
Click here for: Rights in the UK
Click here for: Rights in the EU.
Click here for: Rights in India.

This is basically a user to user forum.

You might try a factory restore.

HP is removing cloud recovery for system over 5 years old.
The actual wording is a limited time after the warranty expires
You may want to get a copy of the cloud recovery before it is too late.
Cloud recovery provides all the custom HP drivers.
Go to the below site and enter your product ID including the 3 characters after the # character
If you have cloud recovery you can restore your system using a 32gb flash.
It may take an hour or more to create the recovery USB.
https://d34z73bbtpzgej.cloudfront.net/
Alternately, download from the MS windows store
Click here for instructions.

Let me know what you find out.

[Mohit1203]

Hi all / Hi BeemerBiker,

Quick heads-up about my experience with HP India (Delhi): despite multiple warranty claims in the past, my current case has been absolutely mishandled — it’s been pending for almost one year. The result: significant loss of work and total erosion of trust in their after-sales support.

Specific issues I faced:

• Repeated non-responses and broken commitments from support teams.

• Multiple technician visits with misdiagnosis and negligent handling.

• Long hold times (1–1.5 hours) just to speak with an agent.

• Escalation managers who don’t take ownership or listen.

This isn’t an isolated incident — I expect more people will report similar experiences. If you’re in Delhi and thinking of buying HP, please be cautious and document every interaction.

[Dragon-Fur]

@Mohit1203 

===========================================

What can our HP Community do?

            Request for Review

I've forwarded your concerns to our Moderators for review and possible next actions.

Should there be a response, the agent will leave a message here before using other methods to contact you.

================================================

Request for Review – Please Read

A request has been submitted to our HP Community moderators for review and evaluation of your concern.

Worth Noting

• Our HP Community is a peer-to-peer user group.
• We are not HP Technical Support -- We are not associated with HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not guarantee HP will respond nor does our request influence the outcome.
• The time frame (how long it takes) to receive a response from HP is not controlled by the Community.

Important

• HP does not free-post HP Support numbers on the Internet.  Not.  Not in secret, not in chat, not in pop-ups, and not so a nice technician can call you back, sneak into your computer, and then tell you your computer is full of bugs.

• Be wary of any posted messages in the Community containing phone or email links – these are likely scammers who mean you harm.

• Please do not post any personal information in the Community.  We are a public resource.

• Be very careful when out on the Internet looking for help - one little dot, space, or letter out of place can land you in trouble.

=========================================================

Important

Never post private information in the HP Community!

Thieves are waiting - do not just hand out your privacy to their keeping.

HP Support does not free-post phone numbers for HP Support on the Internet.

Your computer is not full of bugs and you do not need to pay a fee for driver support.

Pay attention to where you are going.

Do not wander around on the Internet looking for help –

When looking for help, start only at legitimate web sites for your product

• HP Support  HP World-Wide Support
•  Store/HP.com USA HP Sales and Customer Service

Not your HP store? 

Scroll to the bottom of the store website and click the Flag to change regions.

• HP products, start here in the HP Community or at the HP Website
• Microsoft / Windows - start at Microsoft Web Site 
• Printer Software - 123.hp.com - Printer setup from the HP® Official site
• Combined Printer, Support, and Ink Subscription Service -  HP All-In Plan - Printer / Ink / Support
• Help with Instant Ink / Contact Information - HP Instant Ink Support - Website 
• Out-of-Warranty > Paid Subscription or One Time Help: -  HP SmartFriend Services | HP® Official Site
  • Open the SmartFriend Data Sheet - Contact Information 
  • Scroll down to section “Service by Region” and check the contact options in your region / location.

Do not be a victim.

Stay vigilant.

=== --- === --- === --- === --- ===

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

[Mohit1203]

I’m completely fed up with HP’s support. Can anyone share the escalation matrix for HP India so I can push this issue higher and hopefully get it resolved? I’ve honestly never seen support this bad. Or does HP not even have an escalation matrix? It’s starting to feel like they don’t want customers to escalate anything at all. Once the product is sold, it seems like they just don’t care anymore. The customers are the ones left to struggle.

[Animatryx]

Hello @Mohit1203,

Thanks for posting in the HP Community. I understand this is concerning, but please rest assured we are here to help you with this.

To get started, could you please send me your Case ID in a Private Message to look closely into it ?

I have sent you a private message for the same.

[Hawks_Eye]

Hi @Mohit1203 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending you a private message to guide you on the next steps.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye