HP Repair service unacceptable delay

[Kiks_F]

I received my new Envy x365 15inch convertible note PC around Christmas 2021. The PC already had a minor defect on the top cover when I unboxed, so I contacted HP customer service for repair. Based on their advice, the PC was sent to be repaired under warranty on January 14, 2022.  I was told that the repair may take 3 or 4 business days, but HP keeps extending the return date.  February, then March 4th, then March 25th. Now  I was just notified that the expected date will be April 15 which is not acceptable to me at all.  The defect on the top cover was minor, and I have no idea what is going on. I actually requested HP a loner PC, but the graphics card in the loner PC that I received from HP doesn't work for Adobe software that I really need to use everyday (Crashes in a few minutes).  Could anyone advise me if this is normal repair lead time, or any other solution I can ask HP customer service? Do they refund or replace with a completely new PC? I really need my original PC back ASAP, or need to buy a new one which works properly. 

[erico]

All we can do is ask a Moderator to assist you and I have done that.

[Echo_Lake]

@Kiks_F

Welcome to the HP Support Community!

I want to thank you for taking the time to speak to us today.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[Kiks_F]

@Echo_Lake

Thank you for your reply. As per your advice, I just checked my " private message" inbox, but I haven't seen any message from HP contact yet. Please advise if you are sending me a private message, or someone HP contact will send me a message. 

[Kiks_F]

@Echo_Lake

You advised me to check my private message, but I still don't see any private message from HP contact. Please advise if any HP is  still contacting me for the issue.

[ngeasiaaa]

SAME thing for me well first March 15, 2022, and now April 15th, 2022. I'm trying to figure out if it should be taking this long because my computer wouldn't boot up but then they called and said it was repaired now they are delaying it till April. Also, the order/repair status page says part pending.

[ngeasiaaa]

I am also having problems with Hp repair service delay is there any way for Hp to contact me?

[Kiks_F]

@Ngeasiaaa

I am still working on my issue with HP help desk representative...

In the meantime, I am just wondering if you can request HP a loaner PC (if you have a care pack for your device). That is what I did right after I received a notification of the service delay in January. That was really quick, and I've been using their loner PC.  (unfortunately graphics card in the loner PC doesn't work well with Adobe though...  ) I will need to return that  when HP is returning my original PC.

[ngeasiaaa]

Sorry to hear that and I do and they said they would send me a loaner like 2 weeks ago but still haven't got it, unfortunately...

[Kiks_F]

Oh, 2 weeks?  That sounds too long. 

Did the HP representative promise to send you a loner PC with giving you a new service number? If not, I would recommend you to call the same number again (sorry, I know it is frustrating) and talk to a different HP rep. I spoke to three different HP reps so far (for repair, loaner pc, etc), and I think it's very depending on whom you talk to. One of them was nice and promised to call me back but never came back to me. Two of them are helpful and the process was smooth.