Laptop Under Warranty and No Help or Resolution in Sight- Formal Complaint

[Toma15]

I would like this complaint to be forwarded to an HP executive, as I have been a loyal HP customer for many years. If someone could provide me with the appropriate email address to send this to, I would greatly appreciate it.!


Case Number Edited

Product Description:	HP 15.6 inch Laptop PC 15-fd0000 (70R05AV)
Product Number:	8C343UA
Serial Number:	Removed

Hello,

I have two days remaining on my laptop warranty, and this entire process has been extremely frustrating. I have now spent over six documented hours with HP representatives via the chat feature attempting to resolve my laptop’s issues, with no success.

On 9/12/25, after more than an hour on chat with an HP support agent, the agent stopped responding, even though the system showed them as active. I am concerned that I am being delayed to the point where my warranty will expire before a resolution is reached.

I have repeatedly expressed my belief that my HP laptop, which remains under warranty, has been defective since the beginning. At one point, I was instructed to reinstall the entire operating system, which required purchasing a USB flash drive with specific requirements. At the time, I could not afford one, but I have since complied and purchased the USB. Despite this, I find myself once again (for the fourth or fifth time) repeating troubleshooting steps with no resolution.

During my first extended troubleshooting session—lasting over three hours and involving live screen sharing—the representative informed me that I would need to attempt this complete system reinstall before being considered for a warranty replacement. I find it unreasonable that, despite my repeated and documented efforts to comply with HP’s troubleshooting instructions, I still do not have a functional laptop or a clear path to a replacement.

At this point, I am formally requesting immediate resolution prior to the expiration of my warranty. Specifically, I am requesting either a working repair or a replacement laptop, as originally promised under the terms of the warranty. Please confirm next steps in writing as soon as possible.

Sincerely,
H. A. 

[Kuroi_Kenshi]

Hi @Toma15,

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Best regards,