Request for Escalation: HP ADP Claim Mishandled - Missing Parts After Service

[Valerie_e]

🛑 Request for Escalation: HP ADP Claim Mishandled - Missing Parts After Service 🛠️

Hello HP Community,

I’m reaching out in hopes of bringing light to a serious issue with my HP laptop repair experience—and getting support from HP where it’s currently failing me.

I sent in my laptop under an active Accidental Damage Protection (ADP) extended coverage due to a water spill. HP assessed the device and deemed it “beyond economic repair,” returning it without a repair or replacement. I accepted this the first time. However, I disputed the result and sent the laptop in again, firmly believing it was salvageable. HP returned it with the same verdict—but here’s where it gets concerning:

🔍 Upon opening the laptop myself, I discovered:

• The display screen was never plugged in
• The graphics card is missing
• The hard drive is missing

These are not signs of accidental damage—they’re signs that the internal inspection may not have been properly conducted. Or worse, that parts were removed and never reinstalled during HP’s handling of my device.

📎 My laptop was covered under Accidental Damage Protection, valid through the time of both repair submissions. Now the coverage has lapsed, and I’m left with an unusable device and no resolution.

📣 I’m requesting:

• A full service report detailing what HP technicians did during both repair cycles
• An escalation to HP Executive Relations for oversight and action
• A replacement or reimbursement per ADP policy terms, due to service failure

I have photos, documentation, and case numbers available. I’m hoping HP will recognize the urgency and take corrective steps. This experience has shaken my confidence, but I’m still here hoping for accountability.

Any help from community moderators, HP support agents, or others who’ve faced similar issues would be greatly appreciated.

Thank you.

[Hawks_Eye]

Hi @Valerie_e 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I’m really sorry you’ve had to go through this—it’s incredibly disheartening to send in a device for repair under valid coverage and receive it back in worse condition, especially with missing components. You’ve done a great job documenting the issue and laying out your request clearly. 

Let’s help you move this forward.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye