Unacceptable Delay and Lack of Transparency in Repair Process

[Rikrdoga]

Hello Community and HP Support Team,

I am writing to express my deep dissatisfaction regarding the repair of my laptop omen , which was received by HP on June 23, 2025. Initially, the estimated return date was July 11, then it was postponed to July 25, and now it has been updated again to September 5, 2025. This repeated rescheduling without any explanation is completely unacceptable.

Each time I contact HP Support, I am told the repair is delayed due to a part being on order, but no one can provide any specific information about what part is missing or when the repair will be completed. There is a complete lack of transparency and accountability in this process.

I hope the HP Support team contacts me soon with a concrete solution. If more information is needed, send me a message

However, if I do not receive a proper response in the coming days, I will be forced to escalate this matter to the appropriate consumer protection authorities due to the unacceptable handling of this repair.

Thank you.

[VikramTheGreat]

Hi @Rikrdoga,

Welcome to the HP support community.

We understand you have trouble with the repair. Please help me with the repair details or the case number in a private message so we can try to find and get all the help.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support

[Rikrdoga]

Hi @VikramTheGreat

Thanks for your response. I’ve already sent you the case number and serial number via private message

Looking forward to your support

[VikramTheGreat]

Hi @Rikrdoga,

Thank you for sharing the Pc details. The repair indicates that the service team is still waiting for the motherboard component, due to a part shortage, and once it's available, the team will be able to get the repair done and send it back to you as early as possible.

I hope this helps.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Rikrdoga]

Hi @VikramTheGreat

Thank you for the information, but it’s been over a month waiting for the part, and there is still no estimated date for when it will arrive, nor any guarantee that the repair will be completed by the estimated date. That date has already been changed three times without further explanation.

I understand that delays can happen, but waiting over a month  and now being given an estimated timeframe of over two months is unacceptable, especially when your warranty terms clearly state a 5-business-day turnaround.

I would appreciate your help in escalating this report to a supervisor or the appropriate department so that I can receive a clearer and more timely resolution.

[VikramTheGreat]

Hi @Rikrdoga,

Thank you for getting back. I can understand, however,  I have raised a request to your regional support team to get an update, and it will take 2 business days (excluding holidays/Weekends)

Request you to wait for the update, or if you want, you can also directly reach the Mexico support team, even the team will be able to help you better or repair.

Regards
VikramTheGreat

[VikramTheGreat · Accepted solution]

Hi @Rikrdoga,

I have raised the request, and the team in your region is currently working on the service.

To provide you with the best assistance, we need to move this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, simply click the small blue envelope icon located in the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support

[Rikrdoga]

Thank you for your help, @VikramTheGreat

I’ve already replied to the private message you sent. I appreciate your support.

[Rikrdoga]

I would like to thank @VikramTheGreat for his support in resolving my case, Today I received my laptop and everything seems to be working correctly

Thanks to his help, it was possible to understand the reason for the delay and expedite the repair process of my laptop. His follow-up was key in clarifying the situation, and I truly appreciate the professionalism and dedication he showed throughout the process.

Once again thank you, Vikram, for the support and follow-up you provided.

[VikramTheGreat]

Hi @Rikrdoga,

That’s wonderful news! 🎉 I’m so glad to hear you’ve got your laptop back and it’s working correctly again. Thank you for the kind words. It means a lot to know that the support and follow-up made a difference for you.

If you need any assistance in the future, please do keep us posted

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat