HP Notebook Repair Center Delays

[FixNewton]

I got my new laptop in July and absolutely loved it until around the first of Oct when it wouldn't boot even though power was getting to my system. I suspect it's likely the daughter board for the power button as this seems to be a common issue.

Regardless, I sent it in for service as that was the only option available. I got the box, shipped my notebook, and fedex delivered it on Oct 16. A day or so later I got an email saying they were still waiting on my laptop so I reached out. They said Newton was down (Newton was down as far back as 2017 as far as I can tell based on my reading up on this). 

The HP rep said I would hear an update within 24 - 48 hours. I waited about a week and reached out again, only to hear they would escalate and call me back within 24 - 48 hours. On the 4th or 5th iteration of this a supervisor called me, even though I told them multiple times I want a case manager, not a supervisor, who told me the part was now available and he would escalate. I still see no update on the cso status and this would definitely not be the first time HP lied to get me off the phone. 

Has anyone had any luck pressing them to do something? What are my options? I hate to wait another month and a half, that's assuming the part estimation is accurate. It could be delayed more. Will they adjust my warranty since I'm losing nearly 1/4 of it with it sitting in service waiting on parts which is out of my control?

[Garp_senchau]

@FixNewton, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I’m really sorry to hear about the trouble you’ve been having with your laptop and the service experience so far—it definitely sounds frustrating. I completely understand your concern about the wait time and the impact on your warranty.

To get things moving, could you please share your case ID with me via private message? I’ll look into it right away and get a better idea of what’s going on with the part availability and your service status. I’ll do my best to help you get an update and make sure everything is progressing.

Thanks for your patience, and I look forward to hearing from you!

Take care and have a good day. 

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Regards,

[FixNewton]

I reached out via PM. I will mark resolved once resolved.

[FixNewton]

I sent you a PM but now I don't have the envelope by my profile name where the messages used to be. Please advise.