HP unable to repair my HP17 laptop but refuse to replace it.

[juro0304]

HI,

Let me preface this by saying I don't expect any help here. However it may help someone else to understand how abysmal HP is at support.

Purchase date 15/12/2023 - HP17 laptop

Extended 3 year warranty was also purchased.

It was a bought as a present for my wife so she did not get to use it until after Christmas. Shortly thereafter she complained that the laptop was starting to reboot itself without warning. It might not reboot once within 2 weeks or it might reboot 5 times in a day making the laptop unusable.

I did not think much about it, as I work in IT, I thought it probably just needed a BIOS update. Unfortunately if I knew then what I know now I would have returned the laptop within the 30 day period return.

After the BIOs update failed to fix the issue I opened a case with HP support thinking they would fix it quickly.

First case Number 5127107649 =

The first attempt to fix the involved a Windows re-install from the laptop itself. This did not work.
The second attempt was to return the laptop where it was re-installed from a USB external source and returned. This did not fix the issue.

My memory is a bit fuzzy here but the second or third return involved a motherboard replacement. They we so sure the issue was fixed that they actually closed the case without checking with me first.

The laptop was returned and I just left it turned on for about 10 days with no issue then my wife started to use it again and within a few hours the
laptop rebooted again.

I had a new case opened - case number 5128819973 -
The next time they took the laptop back they just returned it as "no fault found"

Finally case was passed to L2 support.

They could not fix it and said it would be passed to customer support.

After not hearing from them for a while I called back and this time I got a mail from the L2 person.

They asked me to take a dump of the event logs and send them to them which I did. He also asked me to boot into the diagnostics and loop through all
the tests until it failed or after 8 or so iterations.

I left it running over night and by morning it had done 16 iterations no failures but did blue screen before I started the tests. I sent screenshots
of the tests and blue screen.

After the tests I booted the laptop and it would not stay up for more than a few minutes before crashing again.

I called HP and they said the case would be passed to customer support. heard nothing back.
I rang and they said I would get a call back. I never did.

Over the next few months was just support asking me to try various things involving OS re-installations, online calls with tech support.

Over the months this problem has become worse. We have never had use of the laptop.

There have been so many calls I have lost count but the history is captured in the case notes.
Its got to the point were I actually could not even finish the install process before it rebooted and then went into recovery mode

Very recently I insisted it be taken back and thoroughly tested and kept until they were sure it as fixed.

It was returned a few short days later after the SSD was replaced and if course on first booting it actually blue screened again, second boot it went into the install screen but then rebooted again and again before going into the recovery screen. As usual nothing I asked for was done. They did not keep the laptop and test it out themselves over several days.

There is no way to talk directly to the second level and higher repair teams as they are protected by the first level teams. All they do is apologise and try and "handle" me.

I keep asking for this to sent to customer server so they can decided whether to replace or refund the laptop. T this point I just want a refund,
They keep saying give is one last chance to fix it. They have said this several times.

It has now (15th Nov 2024) been returned again for another "final attempt" at a fix. Perhaps they will replace the cpu or ram or power supply, who knows?

It is now 11 months since I bought this lemon of laptop.

[Elohi_NR]

Hi @juro0304,

Welcome to the HP Support Community. 

I'm truly sorry to hear about the frustrating experience you've had with your HP laptop and the challenges you've faced in getting the issue resolved—it must be incredibly disappointing, especially given the extended warranty and the circumstances.

This situation will need some additional support from our internal escalations teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!