Global Warrant On-Site Service Inquiry

[jessicalin]

Hello HP Support Team,

I’m Jessica, a student at Duke University.

I purchased a brand-new HP laptop on April 8, 2026, but unfortunately, it started malfunctioning almost immediately after purchase.

Shortly after buying it, the laptop began frequently freezing and crashing, making it unusable. I sent it to the repair center, and the repair process took two weeks. After receiving it back, the exact same issue HAPPENED AGAIN. I had to send it for repair a second time, which took another two weeks.

This means I lost an ENTIRE MONTH of usage on a brand-new laptop that I had just purchased. This is completely unacceptable. 

After the second repair, a new problem appeared: the screen started randomly going black. After all that time spent on repairs, it was still returned to me BROKEN. Ridiculous.

What makes this even more frustrating is that during April and throughout the repair process, I repeatedly informed HP customer service that I would soon be relocating to the United States for school, and that my repair timeline was extremely time-sensitive. Despite this, the repair process remained slow and inefficient, leaving the laptop unresolved before my departure.

Now, one day before my flight to the U.S., the black screen issue appeared again. I am no longer in a practical position to keep sending this laptop back and forth for repair at my hometown. My school is about to start, and I urgently need a reliable laptop for coursework.

At this point, I have completely lost confidence in this device. This laptop has had multiple major hardware issues since day one, and repeated repairs have failed to permanently resolve them.

Therefore, I am formally requesting one of the following resolutions:

1. A full replacement with the same model. (preferred solution)
I request a full replacement of this laptop with a new unit in the United States. Given the repeated hardware failures since purchase, I believe this device may constitute a defective product or a lemon unit. HP Taiwan customer support has already guaranteed a replacement, but the same model is currently out of stock in Taiwan. Therefore, I am requesting HP to arrange the replacement through HP U.S. instead.

OR

2. International warranty support with door-to-door pickup and delivery service.

If replacement is not possible, I request HP provide on-site pickup and return repair service under the international warranty. I do not own a car, so repeatedly traveling to service centers is extremely difficult.

I would also like HP to clarify, how many business days does a typical repair take in the U.S.?

I sincerely hope HP treats this case seriously. A brand-new laptop should not require repeated repairs within weeks of purchase, nor should a customer lose over a month of usage immediately after buying a product.

I hope to have a prompt and meaningful resolution.

Thank you.