Escalation Case Manager Refusing to Repair Faulty Laptop Under US Consumer Law and Not Responding to

[Power_User]

Hello,

I purchased a faulty HP Envy x360 15 in December 2021, and it has had several major issues since then. The main problems were overheating, speakers making popping/static noises, display flickering, blanking out, and faulty hinges. The hinges had to be repaired multiple times, and each time the laptop was sent in for repairs, it usually came back with additional defects, such as a broken camera shutter or uneven bottom, while the overheating issue remained unaddressed. These issues, such as overheating, often led to further problems like speaker distortion and display malfunctions. During my most recent repair, the representative at the HP repair center informed me that the overheating had fried the motherboard.

Now, almost three years later, the laptop overheats, won’t power on consistently, and when it does, the display flickers severely, and the speakers distort, rendering it nearly unusable. I’ve contacted HP, requesting a repair, replacement, or refund, under consumer rights law, since US federal law gives me up to four years to discover and claim remedies for such defects. HP itself claims to follow its legal guarantee, stating that it will honor consumer rights laws and guarantees. However, when my case was escalated, the first case manager denied the existence of this legal guarantee. After I provided the documentation, her supervisor responded via email by reiterating the guarantee but said HP would not honor the law, no matter what documentation was presented. Additionally, they falsely stated that HP has never provided an average lifespan for its laptops, but HP clearly claims the average lifespan is 3 to 5 years. They also falsely claimed that there were never any internal issues with my laptop and said there was no one higher to escalate the case to.

I know this isn’t true, and there must be an internal team that handles these important issues. Does anyone know who I can contact to escalate this to the appropriate internal HP team?

Thank you.