New HP Envy keyboard randomly stops working

[MApple109]

Note from moderators: this message was originally posted in another topic, but it was moved to a new one to give more visibility for volunteers that help customers in the Community.

Original topic URL: New HP Envy keyboard randomly stops working - Page 8 - HP Support Community - 8859630

Reply:

I'm replying to add to this community that my HP Envy Laptop 17 also has the same issue where the keyboard becomes unresponsive. Rushing to write this before the issue happens again. I have jumped through HP customer service's hoops of reinstallation, updating drivers and repair with no resolution. Has anyone had this successfully fixed? Did you end up just dealing with your unresponsive keyboard? Did they approve a return?

[MApple109]

I am in the process of trying to get a refund approved, but I bought in November, so I'm not sure if they'll approve it. They want me to jump through hoops of sending it in a second time for repairs and then maybe a replacement of the same device. I'm waiting for a reply from HP's escalation team to see what they say. Are they giving you cash or an HP credit? I am concerned any HP will have this issue, and am nervous to buy HP again after this horrible experience. 

[MApple109]

Yes, this is exactly my situation. I'm a small business owner and can't go without my laptop for 10 days to do faux repairs and replacements that don't fix anything. 

[mapple190]

I was just approved for a refund today too. Still waiting to get the return label. Hopefully the process is quick. I won't buy another Envy. Trying to decide if I want to go to a different brand all together. This is the first bad HP experience I've had, but it's been BAD.

[mapple190]

Interesting! They told me I’d get a paper check. They also said they were prorating the extended warranty coverage that I purchased. But at this point, I just want to be done with it 

[mapple190]

Going on seven days with no return label, and I missed all the Prime Day sales as a result. So frustrating. How long did it take between offering a refund and getting the label to send it back for you?