HP Stole My Laptop After Closing My Case Number Without A Proper Resolution After 8 Months

[Tree06]

Complaint Edited Repair CRM:0047902004767

Here's a complete summary of my experience with HP Service Centers and several case managers Hasna and her manager Gage.

Initial Complaint & Early Communication (April 2025)

You reported ongoing issues with your HP EliteBook 865 G10, which had been returned to HP Service Centers multiple times without resolution.

HP assigned Hasna, a Case Manager, to your case.

You declined consent to call recordings and requested communication primarily via email.

HP suggested sending the laptop to a local authorized service center instead of their Texas facility, which you questioned since the device had already been serviced repeatedly without success.

Replacement, Refund Requests, and Escalation (June – July 2025)

After months of unresolved repairs, HP offered you a refurbished HP EliteBook 865 G11 as a one-time replacement.

You raised concerns:

The refurbished unit had downgraded components (e.g., Poly Sound instead of Bang & Olufsen speakers, different processor).

You feared losing warranty coverage compared to your original 3-year Care Pack.

Eventually, HP confirmed the refurbished replacement would carry over your original warranty expiring January 2027.

You received the replacement in July 2025, but it arrived damaged and with the same issues (speaker popping, casing dents, scratches, fingerprint scanner issues).

HP then offered only a pro-rated refund of $396, citing one year of usage on your original laptop. You rejected this as insufficient, explaining that it would not cover a comparable replacement laptop.

You proposed alternatives:

Full refund, or

Swap for an HP Omen 35L Desktop (comparable value).

You emphasized that since March you had returned the laptop 8–9 times, and HP had failed to provide a working product.

Frustrated, you escalated the matter to Hasna’s manager/supervisor.

Escalation to HP Process Lead (August 2025)

Gage, a Process Lead, took over communication.

HP’s stance:

Refunds are only available within 30 days of purchase.

Otherwise, you must either:

Keep one of the laptops (original or refurbished) and allow HP’s Advanced Tech Team to re-test it.

Return both devices for the pro-rated refund ($396).

You strongly objected, reminding HP that you had been promised a full refund if the Service Center could not repair your laptop.

You argued that consumer protection laws (like Lemon Laws) entitled you to a refund since HP failed to fix the laptop after multiple attempts.

You also made it clear you did not want another HP laptop, citing fear of repeating the same cycle.

You stressed that HP had wasted time, labor, and shipping resources for nine months without resolving the issue.

Despite your insistence, HP archived your case on August 15, 2025, without providing the full refund you requested.

Key Points of Your Experience

Duration: Problem persisted from March 2025 – August 2025 (9 months).

HP Actions: Multiple repair attempts, one refurbished replacement, offer of pro-rated refund.

Your Concerns:

Repeated failures at Service Centers.

Refurbished replacement was damaged and downgraded.

Warranty terms unclear at times.

HP’s refund offer was unfair and inadequate.

Your Requests:

Full refund, or

Swap for equivalent-value desktop.

No interest in another HP laptop.

Outcome: HP closed the case without resolving to your satisfaction—leaving you with only the options of keeping a defective laptop or accepting a small refund.

In summary: You went through months of back-and-forth with HP, repeatedly returning your laptop for the same unresolved issues. HP sent a defective refurbished replacement and only offered a depreciated refund of $396, far below the value of your device. Despite promises and escalations, HP ultimately closed your case without granting the fair resolution you consistently requested—a full refund or equivalent-value replacement.

[FriendlyMod]

@Tree06 Thank you for reaching out. I reviewed the complaint history related to the laptop repair service. The case was escalated, and the escalation manager informed you that the product cannot be replaced as requested. We have done our best to resolve the issue from our end.