Unacceptable Timeline and General Frustration with Service

[morgan1300]

Has anyone else had major issues with unacceptable part delays? I have had the absolute worst service experience ever through HP.

Very Long Story Ahead:

Essentially, I have a laptop that needed a repair that was not covered by my warranty. I agreed to pay their repair cost (I sent the laptop in by May 8th 2026). The repair date was estimated for the end of May. That day rolls around and it gets moved to the end of June. That day rolls around and it gets moved to the end of July. At this point, towards the end of June I make a phone call. I am a full time student and rely heavily on my laptop. I am told it will be fixed by July 8th. On July 2nd I received the laptop back in the mail unrepaired. Not only was it unrepaired, but now the screen won't even turn on which is not an issue it had prior to sending it. After another 5 days and a series of wholly unhelpful phone calls I get on what turns into a THREE HOUR phone call. I am routed through a million different departments and am told more than once that since my laptop is no longer under warranty, I will have to pay for repairs. I understand this for the issue that I caused to the laptop, but I outright refuse to pay for damage incurred while it was in HP's possession. Finally, I get through to someone who should honestly get the largest raise ever seen. This nice man went to his manager (something several others refused to do) and they looked over the whole case and were able to completely override the fact that my laptop was out of warranty because it never should have been sent back unrepaired in the first place.

So in about the middle of July, I get the laptop returned to the service center. They again evaluate my laptop and come across the same original issue and send me a quote to pay for repairs. At this point, I did call in to escalate my case and ensure I was only paying for the original damage, not the extra. Again, the two people on this phone call deserve a raise, the woman who escalated my case (as I had called in the day before and the other man never did) and the person in charge of the escalation itself. Both were so beyond helpful and I want to give credit where credit is due.

However, now we run into the next issue. I am told it will be repaired by the middle of August, then the start of September, then start of October. Today I check and it is now saying the start of November. This is so beyond unacceptable in terms of timeline to me. I understand parts cannot be magically appearing overnight but a total of nearly 6 months is absolutely ridiculous for a paid repair. Not only that, but when the date got moved to the start of October I called in again, hoping to escalate the case once again because the general customer service just tells me its a part delay. I just wanted to know if they had a better timeline or some other information that could help me. Instead, the man on the phone proceeds to explain to me that they have to make the parts (literally describes them being made) as if I am a child and flat refuses to escalate. He also would not let me speak to any other manager or anything else.

And this is just the summarized version, I've been on probably 20 phone calls with HP and have given permission for all of them to be recorded so I know there are likely transcripts somewhere. I genuinely tried to do this the polite way but I am beyond frustrated and upset. I will own to snapping at some of the people I've been on the phone with for insisting I pay for a repair for the damage I didn't cause. I know a lot of people are just trying to follow their protocols and do their job. I don't want to call in again because I don't want to risk someone sending it back again but at this point I am at a horrible loss. Is anyone else experiencing this issue? I wish I had recorded some of these phone calls but I kept all the times, dates, how long they lasted, and any email communication. Does anyone know if there is someone else besides the routes I've tried who could help me? 

[Dragon-Fur]

@morgan1300 

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