HP Dragonfly Pro Warranty Nightmare: 50+ Days Without a Working Laptop

[disappointment1]

I'm writing to share my frustrating experience with HP's warranty support for the Dragonfly Pro, hoping to shed light on some serious issues with their process and perhaps find a resolution.

On October 24th, my HP Dragonfly Pro (32GB RAM, 5G WWAN model) failed just two weeks after purchase. As a robotics researcher, this laptop is crucial for my fieldwork, so I immediately initiated a warranty repair. The device was received by HP's service center on November 6th (please contact for more details)

Despite HP's warranty explicitly promising a 5-day turnaround time for repairs, my experience has been drastically different. The laptop remained at the service center for over 30 days, with HP citing parts shortages as the reason for delay. During this time, HP attempted to provide a loaner laptop, but it turned out to be a 6-year-old device with a cracked chassis - completely unsuitable for my work needs.

After this extended wait, I finally received my laptop back. However, to my dismay, it was in worse condition than when I sent it. The device now crashes every 10 minutes and eventually stopped booting completely. Essentially, I was left with a non-functional laptop after waiting over a month for repairs.

I've been in constant communication with HP support, including escalation agent Karen H.). Initially, there were discussions about replacement options, given that the model is no longer in production. However, in a shocking turn of events, I received contradictory emails from the same agent. One email promised to discuss replacement options, while a follow-up email insisted on another repair attempt, denying any possibility of replacement.

This inconsistency in communication has been incredibly frustrating. HP's warranty terms clearly state that in cases of recurring failures or when HP is unable to repair the product, they may elect to provide a replacement unit. My situation clearly falls under this provision, yet the support team seems unwilling to honor it.

The impact on my work has been substantial. As a robotics researcher, I rely on this laptop for field testing, real-time data analysis, and on-site programming. Being without a functional device for nearly 50 days has effectively paralyzed significant aspects of my research.

I've attempted multiple escalation paths, including filing a BBB complaint and reaching out to executive contacts. However, I'm still stuck in this loop of failed repairs and contradictory communications.

To HP representatives monitoring this forum: I implore you to review this case (CSO: BVXR2056-01) and provide a resolution that aligns with your stated warranty terms. The current handling of this situation falls far short of what one would expect from a premium brand like HP.

I'm at my wit's end and would greatly appreciate any advice or assistance from the community or HP representatives. This experience has severely shaken my trust in HP's products and support system.

[Gaya1239]

Hi @disappointment1 , 

Welcome to the HP Support Community

I understand you are facing an issue with your HP Dragonfly Pro Warranty Nightmare: 50+ Days Without a Working Laptop. Not to worry I will help you to get a resolution to resolve the issue.

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support

[disappointment1]

I'm already in touch with an escalation agent based in Rio Rancho, NM named Karen H. . Is there a way you can escalate this to someone who can take action on this case? The agent is not responsive considering the gravity of the situation.

I have already waited for ~50 days and the agent insists on another month-long repair attempt and does not act accountable for the loss of productivity caused by this whole ordeal. I want a replacement unit and not another long repair attempt. Time is money and I'm never getting the time I've lost because of this defective laptop and HP's disservice. HP's employees get paid for putting up with this but not me.

What's appalling is that the agent mentioned about a unit replacement but is now backtracking on her words.


The initial email,
"Hello Madhan

Thank you for taking the time to speak with me today

I will be calling you Monday as we discussed to go over replacement options

Please feel free to contact me anytime with questions or concerns

Thank you and once again I do apologize for your previous experience, I will do everything I can to make this one better for you

Have a great evening"

The change in stance,
"Hello Madhan,

I understand your position and I'm very sorry for the inconvenience this has caused you

Unfortunately, a replacement request will be denied.  I do have to follow the warranty guidelines and it states we have to be given the opportunity to fix the unit

Please let me know if you change your mind and I will be happy to request another box for repair

We also have the option of using an authorized service provider in your area if that would be more convenient for you"

"Please let me know if you change your mind and I will be happy to request another box for repair" disgusting manipulative tactic here, projecting it as my fault for not accepting another drawn-out repair process