Worst customer service - Multiple failures

[pedronavarrob]

I bought a new laptop on march 2023, and by november I was suffering from multiple and concurring failures such as network and conectivity problems, blue screens, and slow processing power, among others. I contacted support and they changed (to my knowledge) the motherboard, RAM, and hard drive. 

Fast forward another year and my computer started powering off from overheating and the screen is starting to deteriorate due to high temps. I never suspected overheating since it always worked at the same temps and fan speed, so I thought it was normal behavoiur. Again I contacted support, but this time there was no warranty cover. 

They did a quick "stress test", changed thermal paste, and suggested that I buy a cooling pad, and then gave me my computer back. Its been a few weeks and the problem persist. I have been trying to contact HP to see if it is possible to have a more "profesional" inspection and maybe some warranty, since it seems my decive came with multiple problems since its fabrication, but so far it has been impossible to get in touch with the company, always deriving in local subcontractors for support who have no authority to extend the warranty's coverage or anything else really.

Is there any way to speak directly to HP to get a full review and possible options on how to proceed?  

[Hawks_Eye]

Hi @pedronavarrob 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like you've had a frustrating experience with your HP ENVY 15-ep1000, and I understand why you'd want a more thorough inspection directly from HP. 

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye

[pedronavarrob]

Dear Hawks_Eye,

Unfortunately, the message you sent was of no help whatsoever, since I did contact official HP support both times and my computer still seems to malfunction. Even more, HP official support cannot do anything else other than do another stress test and inspection, but I feel that my computer has some underlying conditions that haven't been addressed, and honestly would love to hear directly from HP with a solution. 

For me, the best result would be to turn the computer in and get back a new, non-defective product, but since it's impossible to contact HP directly, I find myself frustratingly out of options with a bad product and worst support for a very expensive piece of equipment and terrible experience.

Are there any options other than contacting authorized techical support partners? 

Kind regards.

[Kuroi_Kenshi]

Hi, 

Thank you for the response.

Thank you for getting back to us and sharing your experience.

I truly understand how disappointing and frustrating this situation must be.
Unfortunately, if the product is out of warranty, the only available support option is through our authorized service partners.

There are no additional escalation paths outside of warranty coverage.

If you’d like, you can still have your device inspected again through the authorized service center to explore possible repair options at a quoted cost.

I'm really sorry I couldn't bring better news, but I appreciate your understanding.

Wishing you the very best going forward!

Take care,

Best regards,

[pedronavarrob]

Dear Mr. Kuroi,

Thank you for your response. I understand that there are established processes, but I want to insist that I did take my computer to one of your authorized partners under warranty, and problems persisted. The only difference is that I was unaware of the issues until my computer powered off to avoid overheating. Hence, I believe that your authorized partner did not do a very good job of finding the underlaying issue, which resulted in damage to my screen and constant overheating.

At this point in time, the best solution for me other than receiving a new computer, is for HP to do a thorough check on my equipment as if under warranty, since the first time it looks like they did not do a well enough job, and I feel that it should not be on my expense.

Is it possible to proceed this way? I want to insist that the first time (under warranty) they did change the motherboard, RAM, and hard drive, and problems persist. That makes me believe that my product is deeply flawed and is not a simple problem, hence HP should take responsibility.

Kind regards