How to complain to HP

[Chrissy114]

Can someone please give me advice on how to escalate a complaint to HP management. I bought an HP Envy 14 in South Africa with a 3 year warranty in December 2024. Since this purchase, I´ve moved to Spain. I´ve also had to have the laptop fixed under warranty twice and now (less than 18 months since buying it) the hinge is falty and any time I apply the slightest pressure to the hinge or around they keyboard the laptop shut down. I spoke at length with HP support and they had me doing all kinds of software things that werent related to the actual problem which led to too much stress and instability on the device. I rely heavily on this for my work and it actually resulted in my suspension because I was considered unreliable.  Finally I decided to take it in for repair and the technicians at this place told me there was no point even looking at the device because this model is always the same issue that only HP can resolve because the screen and base are not separate so everything has to be replaced. The cost of this device and the life span is unreasonable and the support team are refusing to send me my transcripts to escalate this further. I dont know what to do and the EU 2 year warranty isnt being honoured because I bought the device in another country. Please help, this is urgent

[Nal_NR]

Hi @Chrissy114 ,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

I have sent you a private message requesting the necessary information to look into your case.

For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention.