Consumer complaint

[Sperez133]

To Whom It May Concern,

I am writing to file a formal consumer complaint regarding an HP All-in-One Desktop I purchased approximately one year ago. Despite its minimal use and my expectations for product reliability, the device has now become completely non-functional—displaying nothing but a black screen—only two months after the expiration of the standard one-year warranty.

When I contacted HP customer service, the representative stated they were "100% sure" it was a software issue and that if I paid $51.00, tech support would be able to resolve it. I reluctantly paid the fee and spent nearly 30 minutes on the phone following instructions that included pressing Escape, Windows + V, and B keys repeatedly. These steps yielded no results, and ultimately, the issue remained unresolved.

To my frustration, I was then informed that I would need to send the computer in for repair at a cost of nearly $400.00, which is almost half the original purchase price of the system ($1,000.00). When I asked if I could purchase an extended warranty, I was told that because I was outside the warranty—even by an hour—it would not be permitted. I was eventually escalated to a supervisor named Vijay, who was condescending and dismissive. He told me very bluntly and without empathy that it wouldn’t matter if I was just one hour out of warranty—HP would not help me. His attitude was extremely rude, and the way he spoke to me left me feeling helpless, frustrated, and completely unsupported as a paying customer.

In addition to the financial concerns, what’s most distressing is that the device contains important and irreplaceable files and personal data that I can no longer access. These include documents, photos, and other valuable materials that are now completely out of reach due to the black screen and system failure. I was given no assistance or guidance on how to recover these files unless I paid the full repair cost—again, for a computer that is only slightly out of warranty.

As a consumer, I find it completely unreasonable that a lightly used device (perhaps twice a week) would experience total failure within such a short period of ownership. Due to recent personal circumstances, including giving birth and undergoing a C-section, my desktop saw minimal use. To now face a costly repair on a relatively new system—and potentially lose access to my important files—is extremely frustrating and unacceptable.

To summarize:

• I purchased an HP All-in-One Desktop for approx. $1,000.

• It is now two months out of warranty and completely inoperable with a black screen.

• I paid $51.00 for phone tech support, which yielded no resolution.

• I was told I must now pay almost $400.00 for repair.

• I was denied the opportunity to purchase an extended warranty.

• The supervisor Vijay was rude and dismissive, stating HP wouldn’t help me even if I were one hour outside warranty.

• No flexibility or consideration was given, despite being barely outside warranty and the product showing clear signs of internal failure.

• My personal and important data is now completely inaccessible due to this failure.

I am requesting the following:

1. A full refund of the $51.00 paid for ineffective tech support.

2. A courtesy repair or free extension of warranty to cover this failure, given the nature and timing of the issue.

3. At minimum, the option to purchase an extended warranty retroactively to help cover the repair and protect my investment.

4. Assistance in recovering my data or a data recovery solution provided at no additional cost.

HP is a reputable brand, and I expected far more professionalism, empathy, and accountability for a product that clearly did not meet reasonable durability standards. I hope this matter will be taken seriously and resolved fairly and promptly.

[Max3Aj]

@Sperez133, Welcome to the HP Support Community! 

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

Our apologies for the discomfort you've experienced. 

To better assist you, could you please share your unit's serial number and active case ID with us via private message? 

Need help finding your serial number? No worries! Check out this handy guide: 

https://support.hp.com/in-en/document/ish_2039298-1862169-16 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

Now, let's dive into the issue!The more details you provide, the better we'll understand the problem and the faster we can resolve it! 

Please note, the service/repair will be on a chargeable basis for unit outside the warranty period. 

We're all ears! 

Regards, 

Max3Aj