Lack of HP support

[Raufy]

Hi - Need some advice.

In summary, I bought this device in December 2023 at a goood price as I needed reliability and performance for home working and my business.

In December 2024, the laptop stopped working / powering on.  HP collected and replaced the montherboard.

The same fault happened again in February and April 2025, on both occassions, HP collected the laptop and replaced the motherboard unit.

The laptop brokedown again with the same issue only 2-weeks after the latest return.  My machine is at home at not working.  After constant chasing of customer services, I managed to speak to a human being in mid-April.  After which my case has escalated to complaints and regardless of all of my consistent correspondence for resolution, I am being told to be patient with the process.  With zero explanantion of what the process entails and potential outcome.

There is no care for the impact this has had on me personally and professionally for nearly 5-months.  My mental health has also suffered.  I am askng that at the least, I should receive a laptop replacement of the same specification.

Has anyone else experienced as such?

Thank you

[VikramTheGreat]

Hi @Raufy,

Welcome to the HP support community.

I'm sorry to hear about what you've gone through — not only the repeated hardware failures of your HP ENVY 16 laptop, but also the prolonged delays and lack of clarity or accountability from support. After three motherboard replacements and a fourth breakdown in five months, your situation exceeds what is reasonable for a premium device under warranty.
 

Please help us with your HP unit serial number or the product number, or the case numbers in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support

[Raufy]

Hi Vikram

Thank you for getting back to me.  I have privately messaged you over the weekend and awaiting your reply.

Kind regards;

Rauf

[Raufy]

Hi Vikram

I am still waiting for our response from you, hopefully asap.

Thanks;

Rauf

[Max3Aj · Accepted solution]

@Raufy, Thank you for your response. 

@VikramTheGreat is away at the moment and I have escalated the complaint. 

Apologies for the delay in response. 

Take care and have a great day.

Max3Aj

HP Support

[Raufy]

Thank you for getting back to me and I look forward to a resolution asap.  I am currently without a working laptop for my work and business and using a sustitute tablet.

[Max3Aj]

@Raufy, Thanks for getting back. 

We see that you are communicating via Private message, we shall continue supporting you there. 

Have a wonderful day! 

Max3Aj 

HP Support 

[Raufy]

Hi Max, please help. I received an email last Wednesday 21st that I will have a resolution within 72 hours and its been one-week and I am still waiting. I have reached-out but no reply.

[Max3Aj]

@Raufy, We appreciate you getting back to us. We'll continue to assist you via private message. 

Wishing you a wonderful day. 

Max3Aj
HP Support

[Raufy]

Hi Max

I have finally been contacted with a resolution to replace my disfunctional unit.  It took alot to get here and posting my problem on the community forum has really helped via your involvement.

Many thanks and kind regards;

Rauf