06-02-2017 02:13 PM
06-02-2017 02:22 PM
I had the same problem as your son and I vented my anger on this board. I raised the issue and I was contacted by a member of hp support team who arranged for HP to collect my laptop and repair it free of charge (as I would have expected) even though my laptop was out of warranty by a couple of months. All I would say is, like others who have had this exact issue, be persistent with HP and demand a repair, hopefully one of the moderators will arrange for someone to contact you. Although I was incredibly annoyed that a laptop I had bought only 14 months ago for a considerable amount of money could break so quickly, I was very impressed by HP support and their desire to correct the problem. Don't loose faith. 👍🏻
06-02-2017 02:29 PM
If you are not contacted by hp support on this forum,
try to find posts about the same problem on this forum (should be easy as there are so many of them), and look for any reply from an hp representative under it (better if it's more recent), then send him/her a direct message about your situation and ask for help.
06-03-2017 11:30 AM
06-05-2017 12:59 AM
I have finally got my laptop fixed for free.
The whole story, probaly it will help somebody.
My laptop has burned at the same place as on other pictures.
Firstly, I thougth that it could be issue power cord. I did not find screwdriver to open laptop and came to repairs shop to fix it. I payed $70 for diagnostics (not refundable).
On the next day I knew that there was an issue with burned chip on motherboard and new motherboard cost AUD $1250. Actually it cost like new laptop. I took my laptop from them and contacted with HP by chat.
The guy filled in forms with information from me. This time I said that HP fix it for free. I sent a burned picture of motherboard as well. I expected then they would contact to me and proposed to fix it for free. But they called me and sent me email with a price of AUD $145 to pick my laptop and see what the problem was.
Then I wrote them email, said that it was known issue and asked them to fix it for free. Then HP support guy called me and I explained what I had wanted again. I said that I wanted official HP reply for further actions in case HP did not want to fix it for free. The guy said that he needed to speak with his mananger. Then I had a call back and guy said that HP would fix it for free.
Finally, I have got my laptop fixed.
Actually, I understand what HP is doing. There is a defect, but not all laptops have burned. Not all people with burned laptops ask HP to fix it for free. Not all people who wants HP to fix it for free insist and know what they can do.
06-05-2017 03:53 PM
I would encourage people to do the same thing as the poster just before me, as I'm in the process of this myself and while the outcome isn't clear yet, the only way to find out is to be persistent and cooperate when contacted. I certainly did not take out any frustrations on those who have contacted me, as they are not setting any company policy,..only working within the parameters given them. We all know that ourselves. I believe they are trying to sort it out on a case by case basis, so being specific, able to send photos, documents and respond to calls/emails with the information they need is the only way to start the process. I did complain enough to get some attention, so I hope everyone who has this issue will be as patient and persistent as possible and get some results. I cant say what the outcome of my contact is yet, although HP has responded above the first level support and working on it.
06-06-2017 02:35 PM
06-06-2017 02:51 PM