Warantee is not being honored by HP or BestBuy

[kimba1234]

I purchased this computer with an HP one-year warranty and the BestBuy Tech plan. In month 9, the computer completely stopped. I took it to Best Buy to be repaired. They said it was an internal issue, and I would need to send it to HP. I received 1 email from HP that it was received, then silence. More than a month later, and spending an entire day trying to speak to HP (a Philippines call center) is telling me that they can't repair it. It is a motherboard issue; they only do "cheap" repairs. Initially, they offered me a $35 dollar coupon, then a $75 dollar coupon, and would send my broken computer back to me. This was not user damage. It has never been moved; it was sitting on my desk at home and stopped working. What kind of equipment is this? I'm still paying for this service, and should I continue paying for the computer, programming package, and both service warranties without a computer? I could have purchased a computer on Amazon for 1/3 of the price. Instead, I paid full retail plus insurance plus software with the assurance "I was covered" in case anything happened. It is also impossible to talk to someone who is not in a call center from another country. Who do I talk to?  HP or Best Buy should be responsible for repairing or replacing a computer that is apparently a lemon.HP - ENVY 2-in-1 13.3" Touch-Screen Laptop - Intel Evo Platform - Core i7 - 8GB Memory - 512GB SSD - Natural Silver

[A_Gayathri]

Hi @kimba1234,

Welcome to the HP Support Community

I understand your frustration I'm sorry to hear about the trouble you're experiencing with your HP ENVY X360 laptop and the warranty coverage. Dealing with technical issues and warranty claims can indeed be frustrating, especially when communication and resolution seem elusive.

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted. 

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