Laptop - Hard Drive Crashed

[Royboy73]

I purchased an HP Laptop, Serial #[edited], Product #7K96UA#ABA, on February 20th of this year.  On or about the 6th of June, when I turned the computer on, it displayed a Bitlocker screen and locked the computer.  I took the Laptop your authorized service center, Best Buy for repair.  The technician there tried to unlock the computer using the Recovery Key.  Unfortunately, the Recovery Key did not work and the Laptop came back up with Bitlocker screen.  After further ,attempts the technician informed me that the Hard Driive had crashed and the Laptop was not repairable.  Since I purchased the Laptop from Walmart, I  returned there to have it replaced.  I was then informed that the warranty was with HP and I should consult with HP for replacement.  I have been in contact with your support people for several weeks and I have received  nothing but the "run around".  I have followed all the directions they have provided without success.  I am trying once again to find a resolution to my problem.  At this point I cannot recommend HP products.  Furthermore, I will not purchase any.

[VikramTheGreat]

Hi @Royboy73,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for reaching out, and I sincerely apologize for the inconvenience and frustration you’ve experienced. I understand how important your device is, and we're committed to assisting you.
 

I would like to clarify the replacement and warranty process:

• Devices purchased directly from the HP Online Store are eligible for return or replacement within 30 days of purchase.
• Since your laptop was purchased through Walmart, any returns or replacements must be handled by the retailer as per their store policy.
   

That said, your product is still covered under HP's standard warranty, and we are here to help get it working again.
 

Here’s what we can do:

1. Perform a few troubleshooting steps, including checking for Hardware-level issues and recovery options.
2. If those steps don't resolve the issue, we can arrange for the laptop to be sent to our HP Service Centre for a thorough repair, at no cost to you under warranty.
    

We deeply regret the runaround you’ve faced so far and appreciate your patience. Please let us know if you would like us to begin the troubleshooting process or schedule service. We value your opinion and would like to resolve this to your satisfaction.
 

Looking forward to your reply.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support