Unacceptable delay with laptop repair, with faulty serial and product numbers

[laurenpeach94]

I was wondering if anyone has had a similar problem to myself with regards to either laptop repair, or issues with mis-matching product and serial numbers. I unfortunately damaged my laptop in August, and contacted HP on August 23rd to arrange a repair. The repair was replacement of the outer casing. I provided the product and serial numbers  and was told this was about my HP Pavillion. I said no, it was an HP Envy, and after sending across a screenshot of my system information and my purchase invoice, they believed me. I was told someone would be in touch within 4-5 working days. 7 working days later no one had got in touch with me, so I contacted HP again. I was told they were not sure why no one had been in touch, but they would push my case up. I was out of the UK at the time, away with work. 

When I returned to the UK on Sep 7th, I phoned HP as still no one had been in touch me it. I was told that the reason no one had been in touch was due to an issue with a mismatch with the serial and product number I had provided. I was a little annoyed as I had sent this through via a screenshot, but the HP colleague was very helpful and set me up with a new case number. I paid for the repair. I waited for information about the collection. 4 days later I had heard nothing. So I phoned HP. I re-iterated that the reason I was being a little concerned is that I required the laptop for my work when I was leaving the country again on Sep 24th. I was told they were not sure why no one had been in touch,  as everything looked okay on their system. Someone then phoned me back and said it would be collected within the next 2 days, which was Wed 13th Sep. Wednesday came, no information. So I phoned HP. I was told I should not have been told this, it would be picked up Fri 15th. 

Sep 15th came, and I received an email. My laptop could not be picked up as their was a problem with a mismatch between my serial and product number, I replied to this email, and explained everything again. No reply. I phoned HP, had to go through the whole explanation of the situation. The laptop was finally picked up a few days later, getting ever closer to the date I would be leaving the UK for work. 

The day I left the UK for work arrived, I did not have my laptop despite many "we are very sorry"s being said, and that they would push it up the order list. When I phoned HP on the 25th about this, I was told that it would be with me 4th October latest. When I returned back to the UK on October 3rd, I found an email sent the day after that phone conversation, saying it would be delayed until December 30th. I phoned HP again, and was told this was about my HP Pavillion. So again, I had to explain everything that had happened. I had to provide my serial number and product number for about the 7th time. I also stated I really did need my laptop for October 19th as I was going away back at sea to work. I might add I am a lecturer so I require it for work purposes....I was told , after establishing that I did own an HP Envy which had been sent in for repairs and NOT a Pavilion, that the laptop would be with me by the 18th October. 

However, I have no faith at all. I was wondering if anyone else had experience similar problems, and if they had managed to get them resolved? I am slightly concerned not only at the time being taken, but, also if I am to have any problems in the future, I am going to have to go through this every time regarding the serial and product number. Although the damage was my fault, surely HP have provided me with an item which is exceedingly difficult to even register for a repair, which does not meet the rights I have to a product which I purchased only 3 months or so ago. And this is aside from the issues with the delays in repair. All I have received from HP is a generic apology; I think it is safe to say that although I love my laptop (when I have it), I will not be replacing it with another HP when it is time to do so!

[sandytechy20]

@qlaurenpeach94

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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