Pure misuse?

[DanDes]

I received my laptop with faded keys in the keyboard. I sent It under warranty but they don't want to replace the keyboard fo free and the reason on the case status says pure misuse. I' ve done nothing to the laptop, it's new and this is how It arrived from the vendor. Moreover nobody answers from the assistance.

[Raj_05]

Hi @DanDes,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[DanDes]

Good morning @Alden4, 

I receive the following error message clicking on the link:

Internal Server Error - Read

The server encountered an internal error or misconfiguration and was unable to complete your request.

Reference #3.8d6533b8.1692606053.f9743a1

By the way, the hp customer service agent that answered me last week told me that I've to pay for the keyboard replacement for a generic misuse. I don't know how to cause faded keys even if I wanted. As received the laptop I contacted the customer service and asked if they need photos of the keyboard. They answered NO but 15 days would be needed for the replacement so I took time to send back (2/3 weeks) making a very little use of the laptop. The customer agent told me that there will be NO problems because of the warranty. Now I feel cheated because I paid for a detective laptop and a useless warranty.

[DanDes]

I'm still waiting assistance. The customer service is not available at the phone number. There' s no other way to be in touch. I've sent my laptop on 4th August. 

[DanDes]

Still asking assistance. The customer service from Serbia (I'm in Italy) doesn't give any information about my claim. They always say that I'll be contacted by a back office but It never happens.

[Treeko]

Hi @DanDes 

Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

I see that you are facing issue.

I've sent you a private message with the instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[DanDes]

Hi Treeko,

thanks but no, it doesn't help. There are no service center in Italy for laptops (only printers). The only support is at phone number 02 38591308. They answer from Serbia and they can't give me info me beacuse my claim is "escalated to a higher level". So I've to wait a phone call but nobody call me. It's been days, I can't take it anymore. I need the laptop for work. I'm very disappointed. I repeat that I did nothing to the laptop. NO MISUSE. It arrived with faded keys on the keyboard.

[DanDes]

Hi Treeko,

thanks but no, it doesn't help. There are no service center in Italy for laptops (only printers). The only support is at phone number 02 38591308. They answer from Serbia and they can't give me info me beacuse my claim is "escalated to a higher level". So I've to wait a phone call but nobody call me. It's been days, I can't take it anymore. I need the laptop for work. I'm very disappointed. I repeat that I did nothing to the laptop. NO MISUSE. It arrived with faded keys on the keyboard.

[DanDes]

Hi Treeko,

thanks but no, it doesn't help. There are no service center in Italy for laptops (only printers). The only support available answer from Serbia, but they can't give me info me beacuse my claim is "escalated to a higher level". So I've to wait a phone call but nobody call me. It's been days, I can't take it anymore. I need the laptop for work. I'm very disappointed. I repeat that I did nothing to the laptop. NO MISUSE. It arrived with faded keys on the keyboard.

[Treeko]

Hi @DanDes 

I've sent you a private message with the instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

I hope this helps.

Take care and have a good day.

Treeko

HP Suppor