HP failed to fix my computer and then refused to replace my laptop

[semira48]

I have been arguing back and forth with both HP and Best Buy for the past two months trying to get my computer fixed. I purchased this HP Envy back in March and by the end of August it was having issues. The screen was flashing black and would not allow me to write in tablet mode without the screen going black. I took it in for a consultation at Best Buy and the guy told me to try resetting and updating the computer, which made the issue worse. I took it back for service and they sent it out. Weeks pass and I'm receiving no communication or straight answers about what's wrong with my computer and when I will get it back. After about 2.5 weeks I get a call from Best Buy saying "Hey, we need to send the computer back in because it isn't fixed." Naturally, I'm pissed, but I made the mistake of saying okay. After another week or so, they claim the service is complete but I don't ever receive a notification to come pick up my computer. About four days later, I get the same phone call. "Your computer is still not fixed and we need to send it back out" Keep in mind that I am currently a college student in my senior year and am in my second to last semester before graduation, so I need a working computer in order to participate in my classes. I tell them to just give me my computer back because at this point, I feel like if they give it back, there is no way that I'm, getting it back. I go and pick up my computer and try to turn it on, just expecting for it to flash. When I turn it on it says that there is no OS installed on my computer. The service workers couldn't even do that much. I immediately call HP, because I'm **bleep**ing pissed off with how long it has been and you're telling me I can't even boot up my computer anymore? Hell no. When I called HP, they essentially tried to charge me $40 for a boot device that I wouldn't need if Best Buy knew how to do their jobs and honored warranty at all. I thought HP would give me a replacement because this computer still has 4 months of warranty left on it. But nope, they attempted to charge me for an issue I did not create. I called again today, as I am currently on hold with them trying to get a supervisor to speak with me about this.  I was told that I have to mail my computer in for repair. And my mom was able to get them to ship me a loaner device, however, I will still be without my computer.  I just hope they actually fix it this time. My question is, what is the point of the year-long manufacturing warranty if we can't have the device replaced if it is unable to be fixed? It's almost as if they don't want customers to purchase laptops. I will never make the mistake of purchasing from Best Buy ever again and my next computer surely will not be an HP because their policies literally work against customers.

[Raj_05]

Hi @semira48,

Welcome to the HP support community.

Please help us with your HP unit serial number Case ID (If Any) or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4

HP Support 

[semira48]

I don't really know how to access the private message feature, but I have my serial number.

[semira48]

I'm not able to message you. I tried clicking on your account to send a message, but there is no send message button.