Horrible HP Experience - HP wants me to pay $190 to fix their faulty product.

[Thomas19771]

I don’t know who you talked too from Hp but when I had issues they were very helpful.  That was quite a while ago though so I suppose that now that there is covid things could be different.  I don’t know where all these problem laptops come from but I gotta think not all products and laptops are the same way.

[Ish197]

I've talked to multiple people... None of which have been particularly helpful and a couple who have just outright lied or misled. I've generally had a positive experience with HP up until now with both HP computers and customer service. I find it ridiculous that a laptop is virtually unusable a month after the warranty lapses due to a known manufacturing problem HP refuses to fix it. I will be filing a complaint with the FTC and credit card company too for what that's worth. I really don't want to have to do that as I do agree HP has usually been helpful but this time they have been way out of line.

[Thomas19771]

It is a general policy that most companies will not do anything after the warranty expires. All HP people must not be bad though otherwise I would think the company would be in trouble and not be in business much longer if at all. I am sure if you get at the right people and keep trying something will be done.

[Ish197]

I understand that it's out of warranty and that's their policy. My question is WHY it decides to break at around the time the warranty lapses. That is why I am upset.  In other words, it's either:

1) Designed to break at around the time the warrany lapses and hope the customer doesn't report it in time. That's essentially a scam.

2) Is a common but innocent manufacturing defect that HP does not acknowledge.

Either way that is not good. Opening and closing a laptop should not cause it to break in this manner.  I agree not all HP customer service is bad. Actually, I'd probably rate it five out of five stars for the the IN (emphasis on in) Warranty support I've received over the years. The 9 day dud where the laptop just died and the one I accidentally dropped that I mentioned before were positive experiences in getting help. But this case has been absolutely horrific with the out of warranty support.

As for HP as a company I don't know how they are doing financially. But if they keep up this practice of purposely building computers with expiration dates I can't imagine they will be doing well for very much longer.

[Ish197]

Well that's odd. I typed out a reply to you Thomas and it was removed after a minute as spam. I guess I shouldn't have pointed out this matter for what it is and my thoughts on HP's future should they continue this practice.  Most warranties are a year and I understand that. I'm rather upset that HP laptops seem to be designed with a expiration date that's near when the warranty lapses.

[Ish197]

As for the customer service I must say over the years the in warranty (emphasis on the "in") service has been good. The out of warranty service on the other hand has generally been horrific.

[Thomas19771]

I suppose there is some bad product out there but I still firmly believe that all Laptops are not built to break after warranty. I first hand have never ever had a HP product break after warranty and I hope that trend continues with my first laptop that I just bought from Costco in July 2020. As for services after warranty HP has a right not to service it if its no longer covered. A lot of people will go for a extended warranty just to be safe. I don't know how true this is but a common myth is that alot of companies will make something so it goes obsolete which will force you to upgrade or go new. its called planned Obsolecense.  

[Ish197]

Not all of HP's laptops are going to break like this I agree. But I have shown on this thread there are many models that do including my own. It's clearly a manufacturing problem (and/or planned obsolescence) that a lot of customers have and that's partly the cause of my frustration.

As for whether it's planned obsolescence or a manufacturing problem they won't acknowledge out of warranty it's difficult to say.  It'd be a lot less suspicious if it happened after say 2 or 3 years rather than a year and a month. That would be more understandable -companies do need to make a profit after all. As for whether planned obsolescence exists or not I think we can answer that question by the fact we are having this conversation in the first place, lol..

[Thomas19771]

I don't know what to say anymore but my advice to you is to keep fighting. Even I had to contact and recontact  HP several times till I ended up with a very healthy DESKTOP PC several years ago for a lemon of a computer that I had. Of course I never had a problem outside of warranty as of yet as my issues always happened in the covered time frame. Good Luck to you and thanks for listening to me.

[John_EB_Gud]

Same problem with Pavillion x360.   Purchased March 2020.  Left hinge broke end of August pulling screen away from back cover.   Fortunately, still under warranty.  Returned for warranty repair and unit was received at HP Service Center 9/2.  Paid the extra $15 for expedited 3-5 day turnaround time.  Delivery date has been pushed back twice and is now slated for 9/21 without an explanation.