ESCALATION Request; two months support loop & incompatible parts for broken Chromebook under warrant

[Badbadbabysp01]

Dear HP Community Managers and Escalations Team,

I am posting here to formally request senior intervention regarding a broken HP Chromebook that is under an active warranty. I have been calling customer service for 2 months without resolution, experiencing severe runarounds, transfers, and disconnected calls daily.

device details product model; HP Chromebook MT7921 

product id 73267UA#ABA

issue; device will not power on.

The laptop has suffered absolutely zero physical or liquid damage. I simply turned it off to charge it , and it never came back on.

two months I have been calling HP support repeatedly because my laptop will not power on

on may 26,2026 HP mailed a replacement battery to my house and dispatched a  on site technician

the tech. stated the battery sent by HP was too large to fit my device and he took the incorrect battery with him he officially diagnosed the laptop as needing both a new battery and a new motherboard science the tech. left may 26.2026 instead of scheduling the correct parts or repair agents continually transfer me back and forth , hang up on me, and leave my laptop completely unusable.

because HP has failed to complete a standard repair over a 2 montyh period and dispatched incompatible parts I no longer have confidence in the repair process. the most efficient and fair solution for everyone involved  is for HP to issue a full replacement laptop

please have a case manager contact me via private message so I can provide my phone number to arrange for replacement Chromebook to be shipped 

sincerely,

Rebecca Guerra