HP 15s-eq1027 laptop - case cracking

[Llee6423]

I bought a HP 15s-eq1027 laptop for my wife just over 2 years ago.  The first sign of trouble was the battery discharging very quickly.  I sent it in to HP through the supplier I had bought the laptop from, and they purportedly replaced the battery.  I say purportedly because the laptop continued to struggle with holding its charge for longer than a couple of hours, and, this problem persisted, requiring her to work virtually most of the time with the charger cable plugged in.  A few weeks ago the lower (plastic) case cracked at the front just off the centre towards the right side.  A few days later the same happened at the left side towards the front.  I have attached photo's.  My wife is retired.  She does not work and has never transported her laptop anywhere.  She has never maltreated it in any way ... accidentally or intentionally.  She does not use her laptop every day, only for entertainment purposes on occasional days (e.g. reading and sending e-mails, reading news websites, and watching You Tube videos).   I consider her to be a light user.  The two cracks appeared after she had lifted her laptop off her lap (while using it seated in bed), and moved it aside, placing it gently on the bed covers next to where she was sitting.  I believe that the plastic used to manufacture the case is low grade, and that the cracks are a manufacturing defect.  I have tried resolving this matter with HP by e-mailing their South Pacific Customer Relations Team Manager - Sudheendra - but he a) struggles with English language proficiency, b) is adamant the cracks are "a damage", and c) has been rude, dismissive and overall unhelpful in terms of certain information I have repeatedly asked him to provide so that I can proceed with a (NZ) Consumer Guarantees Act claim against HP.  He has NOT even asked to look at the laptop, just made up his mind from 'the get go' that the cracks are not covered by warranty.  I have also asked him repeatedly for a repair quote but he has ignored this.  I want and need to escalate my valid and legitimate complaint to a much more senior manager at HP (NZ / Auckland or Wellington) but don't know who to contact.  I very strongly feel that Sudheendra is a liability to HP because I will most certainly hesitate to buy any other HP product - not just laptops - from them in future.  BTW, the Consumer NZ (watchdog) determined that a laptop should last 5 years yet Sudheendra pointed out my wife's laptop is 2.2 years old.  This, to me, is outrageous and having read multiple instances on the www about HP cases cracking, I am also annoyed that he denied that HP have received any other complaints like mine.  In fact, I believe he blatantly lied about this.

[Llee6423]

[VikramTheGreat]

Hi @Llee6423,

Welcome to the HP support community.

Thank you for sharing your experience. I'm truly sorry to hear about the frustrating issues you've faced with your HP 15s-eq1027, from the rapidly draining battery to the cracked chassis and battery support.
 

At HP, we aim to deliver products that feel solid, reliable, and built to last — and we fell short here. We understand how disappointing it is when you're left feeling unheard, especially when dealing with a device meant to support your daily life. Your concerns matter, and we're committed to making this right.

Please do share the case or complaint number you have so I can try to find more 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

[Llee6423]

Please direct message me and I will reply to you from there.  I do not trust you are a HP support person, so need you to do this to prove to me that you are.  Also include your HP credentials.  Thanks. 

[VikramTheGreat]

Hi @Llee6423,

Thank you for getting back. Please do share the case or complaint number you have so I can try to find more help.

VikramTheGreat

HP Support

[Llee6423]

I conveyed my complaint in a letter sent to HP (NZ) via e-mail.  The person who replied, and that I communicated with named Sudheendra continued to correspond with me via e-mail.  He has never given me a complaint or case number.

[VikramTheGreat]

Hi @Llee6423,

Thank you for getting back. IF you can help me with the Pc serial number, I can try to check if there is any case created so Please share those details in private. Do not share your personnel or product details in public.

 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 in 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