Laptop warranty denied due to customer induced damage

[Gregory070]

 i bought my wife a HP laptop (PC 17-co2000IDS Base Model) Jan. 2025, online from HP. When rec'd it had a loose key in the top row but was still usable and everything else seem to work fine. In May when laptop was turn on the battery was low and would not charge when plugged in, later that same day it was completely dead and would not power on. 

   We checked on line with our other laptop that Best Buy was a HP warranty repair shop, we called them and was told to bring in and they sent it to their repair shop in Tenn. A week later we were notified that HP would not supply parts for this unit and we would need to send it into HP ourselves. We call HP and they had us preform numerous checks and even used our phone to make a video of our unit, seeing the key was loose we we told to push on it and it should snap in place, it did not and fell all the way off.  At this time they created a Case # Editedand we were told they would send us a box to ship it back, after not receiving a box we called and they had got our address wrong, we ended receiving three boxes FedEx.  We mailed our laptop to Calexico, Ca., after waiting a week and hearing anything we called and all the customer service rep would talk about was the key that was off and it was " customer induced damage" , we had filled out a form that was sent with unit that stated problem number one was no power. She stated she would check with service center and get back with us. Hearing nothing we called again and asked for supervisor, we reached someone who again was fixated on the keyboard key being off and she offered to fix that for a $400 charge,  We balked at this and asked to speak to her superior We spoke with someone who sounded like they realized our issue and was going to help, she going to contact escalation dept. and they would contact us.

   We did get a call from that dept. and she said they were denying our claim for the loose keyboard key and she did offer us a 30% discount from the $400 and also stated our motherboard was shot. At this point we were not sure what to do and then I found this website and here we are. Any help or advice is greatly appreciated.

[Max3Aj]

@Gregory070, Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running. 

Our apologies for the discomfort you've experienced. 

We have escalated your case to the concerned team in your region, our team will look into this and get this sorted for you. 

Regards, 

Max3Aj

[Gregory070]

Thanks we really appreciate your help, I have always had HP components with good luck I am sure. the company does not want to lose a good customer.  By the way we had a laptop delivered yesterday that belonged to another customer but had our address on it, they must have realized it quickly as FedEx just came and picked it up but no one contacted us about it.

[Max3Aj]

@Gregory070, Thank you for updating us. 

We have notified the relevant team, they will check on this and address the issue at the earliest. 

Regards, 

Max3Aj

[Gregory070]

We received a response from escalation dept offering a discount on repair charges that was more than you can buy a new laptop for, this is unacceptable , they are using the excuse of a loose keyboard key to keep from fixing a laptop with a bad mother board less than 6 months old, I cant believe a major corporation would treat a customer like this.

     Please advise how to proceed, we have opened cases with the State Attorney Generals office and BBB of California ( which by the way HP is not accredited).

Thanks for any assistance.

[Max3Aj]

@Gregory070, Thank you for your response. 
We have notified the relevant regional team, they will check on this and get back to you. 

Kindly allow us some time. 

Also, please revert back to the email. 

Regards, 

Max3Aj