Is it normal for HP to not contact you back regarding repairs?

[ZAB3]

I have valid warranty on my product and have booked in a repair with HP due to a black screen issue I was experiencing with my product. The expected return time was 10-14 days for the repair. It has been 2 weeks now and the issue has not been solved! I have received ZERO correspondence from the team. I have been the one who has had to contact the team regarding the issues around this repair as it had 'been placed on hold' but no one thought to contact me regarding this issue. I am then told that I have a 'loose hinge' on the laptop which is preventing the repair from taking place which isn't covered by the warranty and that will cost more than 1/3 of the price of the unit itself. I didn't want to repair this but only wanted the stuff covered by the warranty to be replaced. I was told this would be possible. Several days later I still haven't received a call or an email or any sort of response on the update and I also am unable to view the case status online. So I call back again only to find that it has been placed on hold again because the repair team say, they 'might' break the loose hinge if they try to repair the items covered by the warranty so they were refusing to exercise my warranty. I requested to speak to a supervisor regarding this claim and was told I would receive a call back. Since then it has been another 4 days and still nothing. I keep calling back and keep getting told the same thing that I will be called back by someone but this NEVER happens.

At this point I am getting very frustrated, what is the point of the warranty if it can't be used based on damage I haven't even caused myself. At this point it seems as if it's a scam and HP are just trying to force extra money out of me, completely unacceptable and terrible customer service from the team. They still have my unit and at this moment I have still not been informed as to the status of what is happening. What do I do at this point!

[Raj_05]

Hi @ZAB3,

Welcome to the HP support community.

Please help us with the laptop serial number, Pervious Case ID or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

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.

Alden4
HP Support

[ZAB3]

Update regarding this issue.

I am still yet to receive a call back (let alone an email or any correspondance) after being promised multiple times. I responded to the **bleep** who commented in this post but no response here either. It seems as though this response is just created to make it look like HP are doing something about the issue when in reality nothing is happening.

I called up HP today but was told that nobody can help me and was promised a call back today from a supervisor which never happened. This is the 4th call back I have been promised which is yet to have occurred. Over 2 weeks now since my repair was booked in and not 1 person from HP has contacted me. When I have contacted them, I have just been told that they cannot provide an update regarding my repair and that I will be contacted back regarding this.

This afternoon I received an email from dpd informing me that my laptop is going to be returned to me. After calling HP yet again, they are unsure as to why this is the case as the status on my repair is apparently still pending. I AM CONSTANTLY BEING LIED TO BY EVERY AGENT I SPEAK TO! This is completely unacceptable and at this point I am going to DEMAND a refund for my product. I no longer want to deal with a company who does not respect its customers' time or value, or that does not satisfy their customers rights. It seems HP are unwilling to exercise my warranty rights, or provide me with any information regarding this. If this does not get resolved by tomorrow, as I will be calling back again seeing as no one wants to follow up on their promises from their team, I will be escalating this and making a complaint through citizens advice and get a third party to help resolve this! 

[ZAB3]

Further update:

The agent who responded to this post just messaged me privately telling me there is limited support so I should contact HP support. THAT'S EXACTLY WHAT I'M STRUGGLING WITH! This is an unbelievable joke. They care too much about saving face and in private having no action whatsoever. Definitely escalating this through a 3rd party. 

[Raj2111]

Hi @ZAB3 

Welcome to the HP support community.
 

I understand that you are facing an issue with repair , I am glad to assist you

To be able to assist you better we need some information.I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile,
 

Thank you for being a Valuable Member of our HP Family.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

-Regards,