Service-Induced Damage, SLA Violation and Device Replacement Request

[FurkanCicek]

Hello,

I am posting here because the service process related to my device has unfortunately reached a point where it can no longer be resolved through standard support channels. I kindly ask for this case to be reviewed by HP authorities at EMEA / Global level.

On September 23, I ordered an original LED display from HP for 15,991 TRY due to damage on my screen. The delivery took several months. During and after the screen replacement, additional issues caused during the service process appeared.

Most importantly, the Wi-Fi socket on the motherboard was physically damaged by an HP authorized technician during the screen installation. This was later discovered when the device was opened again for a fan replacement and was clearly documented in the official service report by the HP technician.

At this moment, my device has the following issues:

• Motherboard (Wi-Fi socket broken during service)

• Wi-Fi cable

• Fan (replacement part arrived damaged)

• Keyboard

• LED display (the new screen has visible defects on the lower left and right corners)

Using my device serial number, I checked PartSurfer, and the required replacement parts are clearly listed:

• L30969-601 – Motherboard

• L34210-141 – Top cover with keyboard (TR layout)

• L28670-001 – Fan with heatsink

• L34872-001 – 15.6” FHD LED display

Regarding the keyboard:
The keyboard issue was not caused by incorrect installation. It was already faulty and, following call center instructions, it was inspected on-site by the technician and written in the service report. However, the written report was later rejected with the explanation that the technician should have called the call center at that moment, which is not realistic in actual service conditions.

What initially started as a single screen replacement has now turned into a process where almost all major components need replacement, and this has been ongoing for months. This is clearly an SLA violation under my active Next Business Day On-site Service warranty.

I would also like to mention that all end-user computers in our company are HP, our server infrastructure is HPE, and we have been using HPE / Aruba products for networking for years. This choice was based on our trust in the brand. Unfortunately, this experience has caused serious disappointment and has negatively affected our confidence in HP.

My request is clear:
Instead of replacing so many parts one by one, I am requesting a replacement with a new or equivalent new device. I no longer wish to remain without a usable device for months.

I kindly ask HP representatives to review this case urgently and provide a clear resolution.

Thank you.

Furkan Çiçek
Arvas Information Technologies
Edited