Support escalation

[mala2]

I have an HP envy x360 where the rubber feet started peeling, after I sent it in for repair the workshop dropped it and did not respond to my own or HP support emails. A whole month later it was sent back in an even worse condition. The rubber feet is now even looser and when I turn on the laptop a loud bang can be heard, it is either a short circuit or something hitting the fan. When I shake the laptop something metallic can be heard inside.

HP support offered to send it in for repair again, but because it took a whole month and I didn't even get a loaner laptop I refused and demanded a new one or have HP repurchase the laptop according to consumer laws.

The repurchase was approved by HP customer relations but they are unable to verify that I purchased or received the laptop from HP. 

I first bought a HP envy x360 and received a receipt with its serial number. But it looked used so I called HP and sent it back for a replacement. They then sent a new one back to me which is the current one that I have. The problem is that the serial number on my current one doesn't match with the receipt because I still have the old receipt with the serial number of the laptop that I already sent back. The purchase is according to them too old and is no longer in their systems, and they are somehow expecting me to provide them with proof when they never sent me a receipt of my replacement or some kind of proof that they changed it.

I have emails with the waybill, images of the laptop and confirmation that HP received the old laptop. I also still have the original box of my current laptop.

I want to escalate this case because this is not my fault and I no longer want to deal with this laptop anymore.

[Dragon-Fur]

@mala2 

Welcome to the HP Community Forum.

This kind of issue is far outside of our HP Community mission.

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