Unacceptable delays and outright lies in repairing an Elitebook Laptop

[ADRZS]

In the beginning of September 2024, the sound devices of my laptop, an Elitebook 860 G9 suddenly disappeared.  Repeated diagnostics identified a hardware issue.  I contacted support and the personnel there directed me to send the laptop for repair to the HP Repair Facility, which I did.  It arrived in that facility on September 16.  I had indicated that since the problem was faulty hardware, I did not my hard drive to be either re-imaged or reformated.  Two days later, I got a call from the repair facility that the mechanics there had deduced that the problem was in the software and asked my permission to re-image the hard disk.  Relunctantly, I agreed.  But this turned out to be a lie.  The issue was the hardware.  I did not hear anything any more from the repair center, but when I checked on the status, I found out to my horror that the laptop would not shipped back to me until 11/02/2024 because the repair center was awaiting for a part.  I complained and elevated my complaint, but the HP representatives dealing with elevated complaints also went silent and refuses to communicate with me.  Today, I found out that the laptop will only be shipped to me on 11/29/2024.  I am sure that when I check again, another month would have been added to the return day.   

This is totally unacceptable.  Does HP think that I have lots of other laptops that I can use???  That they can keep this laptop for ever without providing any solutions?  This is totally outrageous.  If a laptop cannot be repaired within a reasonable time (2 weeks, at most) HP needs to supply one with a brand new laptop of similar specs.  We have work to do, and we cannot afford to turn our PCs to HP for however long they decide to keep them!!!

[ADRZS]

Here is an update:  All levels of support at HP are totally ignoring me.  They studiously avoid answering my calls and emails.  I have launched complaints with various organizations, including the attorney general of California, FTC (for fraud) and others.  Next step would be going through the legal route.  I really do not want to do this, but HP has not, not for a second, gave me any reason to avoid this approach.  

So, warning to all of those who read these boards.  Do not buy an HP laptop.  It may not be repairable, if anything goes wrong.  HP will avoid taking action on the repair for as long as possible.   From what I understand, there are not enough parts for recent laptops because they try to minimize expenses.   If there are more failures than the small number of replacement parts, you will be waiting forever for repair as HP will try to get the part from third parties.

Their treatment of me is shameful.  It is even more galling, considering that I have been a long-term user of their Elite line of laptops (all the way to G1).  But I have learned my lesson!