Terrible Experience with HP Laptop and Customer Service

[Marthika]

HP Envy Laptop 16-h1023dx (7Z0P3UA)
Terrible Experience with HP Laptop and Customer Service
I have been a loyal HP customer for many years, having owned over 10 HP laptops in my household. Unfortunately, my recent experience with an HP laptop has been nothing short of a nightmare, and HP's customer service has only added to my frustration.

Initial Issue: Manufacturing Defect
Upon receiving my new HP laptop, I noticed a severe manufacturing defect when I opened the lid for the first time. The LCD screen was detaching from the back case of the laptop. This was not only unexpected but also highly disappointing given the brand's reputation and my previous experiences.

HP's Response:
I immediately contacted HP customer service and reported the issue. HP took pictures of the defect, which made me hopeful that they would address the problem promptly. However, things took a turn for the worse.

Further Damage and HP's Refusal to Take Responsibility:
As I was preparing to back up my data and ship the laptop back to HP, the LCD screen completely broke off. When I informed HP about this, they shockingly claimed that I caused the damage and are now demanding over $500 for the repair. This accusation is both unfair and unfounded, as the laptop was already faulty upon arrival.

Escalation and Poor Customer Service:
When I escalated the issue, I waited over two weeks without any response. During this period, I tried contacting HP over 10 times. When I finally managed to speak to a human being, my call would mysteriously get disconnected. This level of customer service is unacceptable and extremely frustrating.

Past Experiences with HP:
This incident is not isolated. Over the years, almost all the HP laptops we have owned have had issues, ranging from minor annoyances to major failures. Despite this, we remained loyal customers, believing in the brand's commitment to quality and customer service. This recent experience, however, has shattered that belief.

Conclusion:
HP's refusal to take responsibility for a clear manufacturing defect and their attempt to charge me an exorbitant amount for repairs is unacceptable. Coupled with their poor customer service and lack of timely response, I am deeply disappointed and frustrated with HP's handling of this situation. As a result, I will ensure that we never purchase an HP product again.

[content removed]

[Raj_05]

Hi @Marthika,

Thank you for your response, 

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.

Alden4

HP Support 

[Marthika]

I called the number you suggested , I was transferred twice and the outcome was the same; this time, they spent ten minutes verifying my name, email, and the type of laptop I owned, another ten minutes them reading the ticket, and another ten minutes for them to tell me:  I see your laptop has been sent in for repair.  Is there anything I can help you with?  

Not enough hours in the day to waste in this process. 

 I decided to have my laptop shipped back to me, unrepaired.  Never again will I or my family buy an HP product.