Complaint HP 14 inch laptop PC

[WYL1]

I bought my brand new HP 14 inch laptop on January 30th 2024. Since day one I have had multiple issues with my laptop. The fan blows very loudly, the computer crashes and gives a blue screen, one key on the keyboard doesn't work.

I have called HP support multiple times. We have done all possible updates, hard resets, diagnostics... The people who work at HP have even used my laptop from a distance to find the problem.

After weeks of the same phone calls over and over again, I finally got a hold of an employee who told me to get my laptop fixed in stead of all the updates and same procedures. She also told me that if I had some items replaced and my laptop still didn't work as it should, that I would qualify to recieve a new laptop. In april, two men came to my house to repair my computer. They replaced the motherboard, but not the fan. Result: computer works, but still acts like it's about to go into battle with a loud fan as a weapon.

This week (end of May) my computer crashed twice with a blue screen AGAIN. The fan still blows loud enough for me to be ashamed to open it at work. I called HP support. The employee was quite rude and didn't take me seriously. She laughed when I asked if a new laptop was possible and told me to do a hard reset. After pressing the power button, she said " You did a very good job at doing that." No further instruction. No further updates or diagnostics. She also said that having to replace items on a new laptop is very normal and that's the whole point of a warranty. "It is only when you have gone through 7 or 8 motherboards, that you maybe qualify for a new device." In what world is it normal for a NEW DEVICE to malfunction? How is it normal that my laptop still crashes when the motherboard has been replaced?

This employee then made a reservation to have my laptop picked up by UPS and shipped to HP for repair. I didnt ask for this. A home repair wasn't possible anymore. If I send my laptop to HP I will lose it for 2 to 3 weeks. I need this device for work. Every day. I do not have another device. I highly doubt that the problems will be solved when it comes back from HP, since the motherboard has already been replaced. I also highly doubt that replacing parts multiple times and shipping laptops from here to there costs less money than simply sending a new device that actually functions as it should.

I am deeply disappointed in my device and even more in the support from HP. A new laptop is supposed to WORK. It is not normal to have to send your device to HP multiple times just to get it to work as it should.

I have searched the HP website for a spot to file an official complaint, but have not yet found it. Can anybody help?

[Dragon-Fur]

@WYL1 

In so much that the Community is used on occasion by those who want to complain, you have found us.

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[Sneha_01]

Hi @WYL1 ,

Welcome to HP Support Community.

I'm really sorry to hear about the troubles you've been experiencing with your  HP Laptop . It sounds incredibly frustrating to deal with these persistent issues, especially after expecting a resolution. No one should have to go through this kind of hassle.

I have reviewed the case. I will be delighted to assist you and also noticed that you've reached out for the first time. Please help us with the following details on a private message, which will help us in escalating this case further.

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Take care and have a good day.

Rachel571

HP Support