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Jen95
Level 1
6 4 0 3
Message 1 of 4
324
Flag Post

support session cannot be started/ live chat disconnects upon start/ HP holding my laptop hostage

HP Recommended

I sent my laptop in for a repair, cracked screen. It was received on 11/2 with eta of 11/7. It was delayed, then delayed again, then delayed again. The last eta was 11/27, clearly that has passed. The repair status checker is a joke and HP should be ashamed of themselves. It provides NO information that is helpful for someone checking the status. I have called 3 times and waited on hold for over an hour since I cannot live chat either. It either pops up with the message, "disconnected" right away or if I go through the virtual agent it pops up, unable to start chat support session. The reps I have spoken to respond with, it's been escalated, someone will reach out. No one has reached out. I started TWO cases by email, the first to make this complaint, the 2nd to make a complaint that I have had no repsonse to first complaint and have now had no response to either complaint. I have been without my WORK computer now since 10/31 with NO eta other than the one that has passed, no reason other than a part must be out of stock and they will update you. When you call for a repair they get your information and what you need repaired. I am not sure why they would tell me to send it in and lead me to believe it will be a 5 day turn around and then hold it hostage for weeks if they didn't even have the part to begin with. THIS IS INSANE. People pay to have their warranty extended and to cover this stuff and in return I get my computer taken, held for weeks with no end in site and no response as to what is happening or when I will get it back. I will never buy another HP again this is totally unacceptable. If you can't repair it, send me a new one. I am stunned by their so called "support."

3 REPLIES 3
Mellotron17
New member
1 1 0 0
Message 2 of 4
Flag Post
HP Recommended

I had a dead pixel on my 5 week old Omen laptop, DPD picked it up on 26th November, the estimated delivery date was 11th December, the repair centre had it for 6-7 hours and the estimated delivery has already changed to the 29th December now. I’m worried that I won’t get my laptop back until well after the new year 😞

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Jen95
Author
Level 1
6 4 0 3
Message 3 of 4
Flag Post
HP Recommended

I’m so frustrated. I can’t even get a response. From anyone, anywhere. They basically took my laptop with a promise of 5-7 days turn around time and it’s been FIVE WEEKS and NO RESPONSE. FIVE WEEKS. I can’t even explain how many issues this has caused me work wise. I’m livid. I don’t even know what to do at this point. I feel like I’ve been taken and I’m not sure how to proceed with filing a formal complaint of some kind. 

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praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 4 of 4
Flag Post
HP Recommended

 

Hi@Jen95, Welcome to the HP Support Community!

 

Apologize for the delay in shipment, Please find the tracking website will be http://www.hp.com/repair

 

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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