Paid repair service further damaged. HP refusing same model replacement offering lower specs.

[Ghiuwon]

Case: 5154375022 | Complaint: 5159090037

I purchased my laptop in July 2025. In January 2026, I accidentally damaged the top cover and contacted HP to ask whether it could be repaired. HP quoted approximately $640 AUD, as this was not a warranty repair. I paid in full in February 2026, and the case was opened. The damage was a cosmetic dent on the top cover, and there was no loss of functionality. The touchscreen and pen input were working perfectly despite the dent.

The first repair visit was made in March 2026 due to a backlog of repair parts. After inspection, the technician confirmed there was no loss of functionality and began dismantling the laptop. The technician used a metal scraper to pry open the bottom cover, which caused further damage to the edges of the bottom case. While prying open the display panel, the technician cracked the OLED screen. The repair process was postponed. During the functionality check, the touchscreen began showing phantom touches due to the broken glass panel, and the touchscreen driver was disabled until the next visit.

On the second repair visit, the damaged top cover and cracked display were dismantled. The new top cover and new display panel were assembled using cannibalised parts (cables and two small PCBs behind the panel, which appeared to be the touchscreen control modules) from the original display module. After the functionality check, the touchscreen and pen input did not work even after the driver was re‑enabled. The bottom case was further damaged due to repeated use of the metal blade, leaving sharp, jagged edges on both sides.

On the third repair visit, the technician replaced the display panel and the bottom case, transferring all components from the previous bottom case to the new one. The touchscreen still did not work. From this point, I lost count. The technicians made several more visits, replacing another display panel, cables, the touchscreen control module, and even the mainboard, but they failed to restore touchscreen functionality. Pen input was restored at one point, suggesting that the issue was not related to the driver or software. However, the unit sustained further damage that the right speaker began not to work.

In April, the technician finally suggested to the HP centre that the laptop should be replaced. I received an email from HP requesting proof of purchase. I was then contacted by the HP Customer Relations Manager regarding the replacement process.

I was offered a replacement model, but it was smaller and lacked key features that my original device had. My model had a 16" 2.8K (2880×1800) screen with USB‑A and HDMI ports, which are essential for my work. The offered model had a 14" screen and only two USB‑C ports. I politely refused the offer, explaining that it did not meet my requirements.

The next email I received was alarming. Despite my refusal, the manager stated that he was waiting for approval of the replacement model I had already declined. I urgently wrote back to stop the process, as I had not agreed to that model.

The manager then contacted me by phone. I explained again that I needed a 16" screen, USB‑A, and HDMI, and that the offered model did not meet my requirements. The manager asked whether I had any model in mind. Since I expected to receive the same model I originally purchased, I did not have an alternative ready. He then asked me to look at the HP official website and choose a model.

I searched HP’s website using filters (16" screen, 2.8K OLED display, 32GB memory, 1TB SSD, convertible form factor). This listed several Spectre x360 models. I asked whether I could receive one of the listed Spectre models instead. The manager replied that he would check availability and suggested two other models that had USB‑A, HDMI, and a 16" screen.

While he was checking availability, I reviewed the two suggested models. One had a 2K (1980×1200) resolution and an 8‑core CPU, so I declined. The other had a 3K (2880×1800) resolution and an 8‑core CPU, so I asked whether its performance was comparable to the 12‑core CPU I previously had.

The reply was disappointing. The manager said the requested Spectre model was not available, and pressured me to accept the 2K model I had already declined. From this point, the manager began ignoring my requests and insisted that I accept whatever was offered. He also informed me that he would be on medical leave and that someone else would take over the process.

The next representative did not make progress either. They repeated that the model I requested was not available from the factory. However, the model I requested has been available for next‑business‑day dispatch on HP’s official website continuously since May. It is still available now in June. I took screenshots and sent them as evidence, but HP did not respond.

HP then attempted to offer me a refund, but did not specify the amount. I refused again because I would not be able to purchase a device with equivalent specifications using the refund, especially since I originally purchased my laptop at a 42% promotional discount. I cited the Australian Consumer Law and requested a like‑for‑like replacement of equal or higher specifications or value.

Since then, the HP team has not responded at all, despite my repeated requests to resolve the issue. I am also concerned about HP’s refusal to provide the service history, which appears to be a deliberate obstruction.

I am going to escalate this matter to HP Headquarters in the United States, as HP Australia has shown no willingness to resolve this issue. I am escalating this matter to the relevant government bodies as well. I will seek additional reimbursement for the damages if this issue is not resolved promptly, as I have been experiencing this issue over 4 months. While skeptical, I am asking anyone who cares about HP reputation read about this issue and help themselves.

Sincerely,

Ghiuwon Kim

[Animatryx]

Hello @Ghiuwon 

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

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a Private message https://h30434.www3.hp.com/t5/notes/privatenotespage with the following details:

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[Ghiuwon]

Thank you, Animatryx.

I tried to send you a private message on the link you provided, but I do not have sufficient privileges to access the link. If you could provide any alternative ways, it would be greatly appreciated.

Kind regards,

Ghiuwon Kim