Unfair Customer Support Experience

[Christian2531]

I want to express my deep dissatisfaction with the customer support I have received regarding the repair of my Victus by HP 15.6 inch Gaming Laptop (Model 15-fa1000), which I purchased on January 10, 2024.

On July 3, 2024, my laptop, still under warranty, failed to turn on. I contacted customer support the same day, and the laptop was collected for repair on July 4, 2024. Prior to sending it for repair, I thoroughly inspected the laptop and documented its condition with photos, confirming that it was intact and had no physical damage.

However, on July 10, 2024, I received an email stating that I need to pay for the repair, amounting to almost half the price of the laptop, due to alleged physical damage. The damage mentioned pertains to an internal component, which I believe is a hardware failure rather than any mishandling on my part. The laptop was well-maintained, and there is no justifiable reason for it to be damaged after just over five months of use.

Despite presenting my case to the HP support representative, I was informed that nothing could be done. I find this response unacceptable and contrary to the warranty terms and customer service standards that HP promotes.

I am seeking clarification on the process for filing an official complaint with HP. Additionally, I will be filing complaints with the Better Business Bureau and my state's Consumer Protection Agency due to the unfair treatment and unjust charge for the repair.

I expect a prompt and fair resolution to this issue, including a re-evaluation of the repair charges and appropriate action taken under the warranty coverage.

Does any know the process for filing an official complaint with HP?

[Dragon-Fur]

@Christian2531 

We are a peer-to-peer user community.

What? 

Threatening legal action is not something for which we have a response.

I have forwarded your comments to our Moderator group.

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A request has been submitted to our HP Community moderators for review and evaluation of your concern.

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Reminder for all who are reading

Please do not post text or images on our public website that includes any private information.

What?'

Doing so is an invitation to those who might use the information to trick you with lies and schemes (scammers).

Who?

Bad people troll the Internet looking for ways to obtain your information - don't just hand it out to thieves.

Thanks.

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[Sneha_01]

Hi @Christian2531 ,

Welcome to HP Support Community.

I'm really sorry to hear about the troubles you've been experiencing with your  Hp device . It sounds incredibly frustrating to deal with these persistent issues, especially after expecting a resolution. No one should have to go through this kind of hassle.

I have reviewed the case. I will be delighted to assist you and also noticed that you've reached out for the first time. Please help us with the following details on a private message, which will help us in escalating this case further.

First Name:

Last Name:

Serial Number:

Product ID:

Contact number:

Full Address:

Country:

Pincode:

Email:

Best Time to reach:

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Take care and have a good day.

Rachel571

HP Support

[Christian2531]

Hi @Rachel571

Thank you for your prompt response.

However, I have not been able to locate the icon for the private message on my profile. Could you please provide further guidance on how to access this message or offer an alternative method of communication?

 

Thank you for your assistance.

[Sneha_01]

Hi @Christian2531 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[Christian2531]

Hi @Rachel571,

Thank you for response. 

However, I still can’t access my private message maybe because I’m a new member in the community.

 

best regards,

christian2531

[Christian2531]

Hi @Dragon-Fur,

I’m just disappointed and fed up with HP. My laptop hardly made it 6 months before it failed to turn on and it still under warranty but now they want me to pay for the repair because of a hardware failure. I can't imagine ever buying an HP product again. 

[Dragon-Fur]

@Christian2531 

True, so true - Not everything that might happen is covered under the standard Warranty that comes with the device.

Only a certain types are included in the standard Warranty - it's not sneaky, free Warranty coverage is just limited.

To some extent, you can increase the chances that a failure will be covered by purchasing an extended HP Care Pack contract.  Some of these contracts cover certain types of Accidental damage. Worth it?  Personal choice.

True, too, that computers are not phones - ownership can be costly.

What? 

There is a lot of difference between replacing a $1400 phone and a $5000 computer.

Replace the two numbers with any numbers that make sense in your world.

We do not judge what people decide.

When you replace your device, be kind to yourself:

Read the small print on the new system's Warranty contact.

then

Ask at the place of purchase about additional Warranty contract options.

Good Luck.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

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Question / Concern Answered, Click my Post "Accept as Solution"