HP broke my computer screen and is trying to make me pay for it

[mariebella]

I sent my computer in February to HP because the glass was separating from the back. My screen was not broken. Before I sent it in, the operator asked me give my laptop to someone at bestbuy geek quad to help me close the computer carefully without breaking the screen. I sent my laptop to HP without a broken screen.  After 2 months of not having any update on the repair, I finally called in and was told my computer was damaged and I had to pay $600. I asked them to send it back to me, because I did not understand why I had to pay $600 for my screen to be snapped back in place. That was in May. I did not open the computer, for fear of breaking the screen, so I left it in the box unopened. In August, I had to get some information from my computer, I looked at it side ways and noticed that my screen was broken. The "your computer is damaged" comment finally made sense to me. Someone at HP broke my computer screen and was trying to make me pay for it.  I called customer service and i get getting told my warranty was expired. I finally had someone offer a 50% discount for the repair after accusing me of lying. HP, where is your integrity? How can I send a perfectly computer, only to receive it broken? and now I am being asked to pay for it? This is not okay.  I will not be paying for what HP broke. The representative even accused me of sending a broken computer, said I was contacted, when I was not. This is not okay HP

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[kevin-t · Accepted solution]

@mariebella

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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