Repair for my chromebook getting delayed more than 2.5 months and still no update from HP

[Priya_1009]

I  have bought HP 360 chromebook 3 year ago along with additional warranty which will expire on Oct. 2025. During first week of feb'25 my chromebook start facing issue for the first time. It stopped working automatically one day. If I keep it in charging sometimes it works within an hour sometime it won't.I called customer support and they helped me over the phone but that help last for 1 day only so that HP team arranged a return pick up from my place on 26th Feb 2025. From that day to till today no progress on my case. My case has been escalated since last more than 1.5 month but that person also clueless. HP team ordered some parts which they don't reveal it to me but they said it was required to fix my laptop for more than 4 times but everytime they failed to fix my laptop. I am mentally frustrated with this now as my study and work both compromised. Last reply which I have got it from escalation dep. saying they will get the parts on 2nd may but still haven't got any update and I don't know when should I get my laptop back. My in laws are not feeling well in india so my husband already fly back to india last week and any particular time I have to rush back as well and if it happens then we won't be back for couple of months. we don't know any one else in UK so can't rely on anyone else. I want to explore legal way to tackle this situation as I am extremely fed up with calling and sending mails to them. Escalation team don't reply me properly and whenever they replied it just a sympathy mail regardless status of my laptop. I have done hours of research to find legal team details on HP website but can't find as well. If someone had same issue earlier or at present please guide me what are my available options for this case. I can't leave this issue like this as I feel even If I give them a year they won't be able to fix the issue on my case. As a professional they should know which parts will work on my laptop and which not but seems like they just experimenting only. I am loosing my patience now so help me please. Many Thanks in advance.

[Kuroi_Kenshi]

Hi @Priya_1009,

Welcome to the HP Support Community! 

Thank you for bringing this to our attention, and I want to begin by sincerely apologizing for the long and frustrating experience you've had with your Chromebook repair. Waiting over two and a half months with no clear resolution or updates is absolutely not the standard of service we aim to deliver.

I truly understand how disruptive this must be, especially with your studies, work, and personal responsibilities, including the health concerns in your family. You deserve a timely resolution, and I’m here to make sure your case receives the urgent attention it needs.

To move forward and get this sorted as quickly as possible, could you please share your case ID number? Once I have that, I will personally escalate this matter and ensure you receive an immediate update on the repair status, including timelines and next steps.

We appreciate your patience more than we can say, and I will do everything in my power to get this resolved for you without further delay.

Looking forward to your reply.

Best regards,

[Priya_1009]

(edited) HP team ordered different different parts to fix my laptop for thrice but not able to fix it so far. I sent multiple mails to call me back but the person named dafdouf oumania who is handling escalation department is seems like a robot or what she don't care at all. I really wonder how company like HP hired such a person without emotions. I am requesting her to solve my issue but every 10 days she just replied me auto typed email only nothing else. She replied me on 29th april saying that the parts which she is about to get it on 2nd may if it won't works this time then she go for some alternative options to resolve my query but after 2nd may she don't contact me once. I am still sending emails to get a call back from concern team but nobody helps me. This is my last request asking for help or else I don't know but HP forcefully asking me to take this issue to court or what I really don't know. I am mentally sick because of this. This HP laptop cost me alot in my life.