Perpetual Problems with HP Envy x360

[random_user55]

Hello everyone!

Here is ordeal I have been facing with my HP Envy x360 which I bought in the mid of 2021.

Yesterday, while I was opening the lid of my HP Envy x360, I saw the screen adjacent to the left hinge opened up and a screw came out. I got surprised because I handle my laptop with care and today was no different day.

Now, I was at the HP Service Center a week back for keyboard replacement of this laptop. I had the contact number of the manager and I called him. He heard me and said he can send an onsite engineer(I had insisted for it. Reasons are mention below) only after a case id is registered.

The next step I followed was a call to HP customer care. Unfortunately, my call was not attended and I had to disconnect the call.

I had the email id of Service Head, HP India. I mailed them my concern over the mail I had recently written them about my last experience. I was glad that I got a call from HP Service Representative and she guided me the way by which I could register a case id.

I connected with this channel to register my complaint. It was over Whatsapp with the agent. The agent gathered all the information from me and then asked me the concern. When I told her about the screen + hinge issue and asked for an engineer to visit my place to check my laptop, she said it is not covered under warranty and I have to pay for it.

While the agent was not exhibiting the professional behaviour(she was typing in caps in between to exhibit that she was shouting at me), her lack of understanding of my problem was more damaging. She was adamant on her point that only after I pay for the onsite engineer, she would arrange for an onsite visit.

I decided to close that chat and decided to share my ordeal over here.

Now, I would like to get a little back and share my experience from the day I bought this laptop

1. I had bought the laptop in mid of 2021. As this is an expensive laptop, I had taken extended warranty.
2. On the next day of buying the laptop, I realized that the spacebar of the laptop was not working the way a spacebar should work. I type faster and I tend to press the left end of the spacebar. However, in case of this laptop, the space would not trigger if I do so. It badly affected the rhyme at which I type.
3. After few days, I found that the LED light on the keyboard for the web cam shutter was behaving abnormally. Often it would be off and sometimes it would flicker.
4. After couple of months, I decided to connect with HP Service Center. Initially, I connected with the online tech support. It didn't help to resolve the issue. Then I had to ask for an onsite engineer visit.
5. The onsite engineer visited my house and quickly marked both the issues as normal issues. For spacebar, he said Envy and Spectre work in this way. It is the design. For LED indicator, he said an update would fix it.
6. This had happened somewhere in Aug 2021. From that day, till Aug 2022, I was using this laptop with a faulty spacebar and malfunctioning LED indicator. At the end of Aug, I realized that some keys stopped working completely. I rushed to the HP Service Center and shared this concern along with the previous issues as well.
7. The engineer recommended changing the keyboard and within a week's time, the keyboard replacement was done on my second visit the next week. To my surprise, I found that with this keyboard replacement, the new issue(keys not working) as well as previous two issues(LED and spacebar) had been fixed. I thanked the engineer, highlighted the concern with the previous engineer with the manager and came back home.

Now, here are some points about the service center, for which I wanted an onsite engineer visit only.

1. It is located at a far off place from my home.
2. The locality of the service center is bad. It is located away from main commercial streets.
3. The service center is located at the first floor of a ill maintained building. The ground floor is taken by some firm and there are litters all around. Though the staff at the service center are decent, I do not prefer to visit the locality due to the poor maintenance of the building.

Another reason for an onsite engineer is I cannot close the lid of the laptop.

Lastly, I realised that although I had bought the laptop more than a year back, I was able to use it without any issues for roughly a week! Yes, just for a week, the laptop worked well and then the new issue popped up.

I have been disappointed with this laptop and the service team of HP. I want some senior executive to take up this matter and provide me with a solution. I regret that I bought a laptop which seems to have a design flaw as many people in the HP community have been reporting this issue.

Sorry, if any of the text above sounds rude. But I hope you can understand the frustrations I am going through after purchasing this premium laptop.

[Nirvana_95]

Hi @random_user55

Welcome to the HP Support Community. I'd like to help!  

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here. 

Thank you for visiting the HP Support Community. 

[random_user55]

Thanks for the response. Last week, I got a call from HP Team in my country. I am glad that this was the first positive conversation I had with someone at HP. The associate patiently listened my issues and apologized for the issues I had faced. 

She ensured that I get an onsite visit. And she also mentioned that she will check with the right team about the design defects in HP Envy. 

Now, let me come to this week. Earlier this week, the engineer made a visit and assessed the laptop. He mentioned that he will come with some spare parts today. 

As per the plan, the engineer came today and started working on the laptop. While I was delighted that the issue would be fixed today, it was again short lived! 

At midway, the engineer told me that the HP Team has given him a wrong spare part, which won't fit into my laptop. And further he added that the laptop cannot be assembled without getting the spare part. As per him, the spare will take some days. 

Now, here my ordeal has gone from worse to worst! I cannot use the laptop anymore. I have a lot of dependency on this laptop and my work has already got hampered. 

Right now, not only I am frustrated, I am also regretting that buying this expensive laptop was probably the worst decision till date.  

[random_user55]

Hi HP Team 

Since 22nd September, I cannot use my laptop as the HP Service agent kept it in opened and told me he can fix it only after he gets the right spare parts. 

It is shocking that even after escalating the concern to the stakeholders, I am yet to receive a response on the ETA. Today is the 3rd day and I have already incurred financial losses apart from anxiety due to the carelessness and unprofessionalism of your team.

I had never imagined such an experience from a brand like HP. 

[random_user55]

Dear HP Team 

Can anyone please assist me? Today is the 4th day of this issue. I am not getting any resolution to my mails from HP Service.