HP ignoring warranty, conflicting information and unhelpful emails from customer service

[MMorgan2008]

Model Number: 9R8T2UA

Model Description: HP 14 INCH LAPTOP PC 14-EP1063CL

Customer Service Order #Edited

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I bought an HP laptop from Costco less than a year ago, during late July, the screen began glitching and the computer would freeze up, oftentimes resulting in Windows failing to load. I contacted Costco on the 24th of July and reached out to HP on the 25th. I spoke with a representative who said the issue was caused by a pinched cable, and would be completely covered under the two-year warranty. I shipped out the laptop and on August 12th, I received an email that claimed accidental damage had been dealt to the laptop and repairs would be $413. The email in no way specified how the damage was accidental, and the attached photo of damage showed slightly frayed plastic nowhere near the digitizer or screen hinges. I replied to the email, asking for further information as it was not a no reply email address and never received a response back. I called Costco who had a representative ask an HP employee about why the damage was ruled as accidental. The HP representative shared that there was slight keyboard damage, which is something I have never had issue with, and that it would cost me. However, the screen was covered under warranty, and the laptop could be fixed for free while ignoring the (minimally damaged) keyboard. This statement has been recorded over call. He Costco rep suggested that I call HP's billing number to request fixing only on the screen, because the email only had the option to pay for the accidental damage or send the laptop back. During this call, the new representative claimed that the laptop could not be fixed unless I paid for the keyboard fix alongside fixing the screen. I requested an invoice, an the representative said he would email me one. This was on the 18th. I was told I would receive an invoice within 24 hours. It has been a week and I have never received my invoice. I was also provided with an out of service callback number. I am a high school student that cannot afford repairs for something that I never had issues with. I refuse to pay for an issue that I was explicitly told would be fixed for free on multiple occasions. I have SATs upcoming, and I need my laptop fixed or I won't be able to take them. Your representatives have provided me with nothing but shoddy customer service, conflicting information, they've sent unhelpful and unprofessional emails, and have refused to honor your warranty. I have had an HP representative explicitly tell me that the non-issue keyboard damage can be ignored so my laptop can be fixed for free, only to have another representative deliver me conflicting information. This has been going on for a month now, constant unhelpful back-and-forth. I cannot in good faith continue to purchase products from a company that sells laptops that break within less than a year of purchase, willingly runs their customers around in circles, and actively tries to gauge money from a 17 year-old, not like I can afford it anyway. I am beyond exhausted with the unprofessional emails and complete willingness of staff to ignore warranty. I just want my laptop fixed. Please, I implore you to fix my laptop for free like I've been promised by multiple employees.

If any email receipts are needed to confirm what I have described, I will be more than happy to provide them. I can also provide a more concise timeline of events and further detail my calls if needed.

[VikramTheGreat]

Hi @MMorgan2008,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing the case details. I looked into the repair information, and it shows that the team has noted an additional issue: even if they repair the screen, the PC cannot be closed properly because the keyboard is damaged, and the lid can’t shut.
 

That seems to be why the repair team sent you an email. They’re waiting for your confirmation on whether you’d like them to proceed with the service, or if you’d prefer the device to be returned unrepaired.
 

Could you please check if you’ve received an email either from the repair team or from our HP support team regarding this? I wasn’t able to find more details on my end, so your confirmation will help us move forward.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[MMorgan2008]

This is the first I am hearing of the laptop being unable to shut. My laptop has never had issues with closing or the keyboard. I have never once mentioned these issues when on call with HP, they were working completely fine when I initially called about the screen issues. You can check your call recordings for proof. This is either an issue caused by the repairman or transit.

Furthermore, I have spoken to several representatives and it took them multiple calls to even mention the supposed keyboard damage. I have gone through at least five representatives and this is the first I am EVER hearing of closing issues.

Please understand that from my perspective it seems like your staff is either intentionally hiding information from me or you are tacking extra claims on just for the sake of charging me.

I still want an invoice and I will not cease contacting HP until all of my issues are resolved. Video proof of both my keyboard not working and my laptop shutting is vital too because the only damage photo I ever received was frayed plastic completely unrelated to any of these issues. I have several videos that I took of the initial damage and can easily corroborate whether or not the damage was there before the laptop was sent to HP. Email me. Thanks.

[VikramTheGreat]

Hi @MMorgan2008,

Thank you for bringing this to our attention. We understand your concerns and have shared the details of your case with our repair team for review. A dedicated support staff will be reaching out to you shortly, either by phone or email, to discuss the repair status, provide clarity regarding the findings, and assist you with the invoice request.
 

Please rest assured, our goal is to resolve this matter and ensure you receive the necessary support.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat