How do I raise a formal complaint to HP in UK?

[YasoG]

I have a laptop with a faulty inbuilt camera which is 8 months old. The only solution HP is able to offer is a repair which can take up to 2 weeks. As I use this for work during the pandemic and my children use it for home google classroom, it is very inconvenient to be without a replacement or temporary device for 2 weeks. HP is vey inflexible in finding a workable solution for me. I am stuck as to how best to complain as I keep getting generic replies for all the emails I send.

I would like someone to contact me and provide a workable solution as I have been sold a defective product that is not fit for purpose or lasted a reasonable length of time under the Consumer Rights Act of 2015. The solution offered is highly inconvenient to me.

Thank you

[WAWood · Accepted solution]

@YasoG 

I understand your distress over this, but there are some issues with your post.

First, this is only a peer-to-peer support forum staffed by volunteers and HP maintains no official presence here.  So, there is no response you will get from HP by posting here.

Second, we have no interface with HP legal, so claiming rights under the 2015 Act carries no weight here.

Third, regarding your legal claims, I don't know what the tests are in the U.K., but here in the states, if the laptop worked at all for 30 days, then a claim of unfit for purpose is summarily rejected. In addition, the vendor has the sole right to determine repair, replacements, or refund, not the buyer and since HP has offered to repair it, any alternate claim by the seller would be summarily rejected.  And finally, the time frame for "inconvenience" is not specified in the Act, so that would have to be argued in court -- and with the pandemic still going, courts here in the U.S. have been very liberal in allowing suppliers extra time to do repairs -- often extending to months, instead of weeks.  I recently had an appliance repair take 6 weeks, instead of the usual 10 days, and in looking into that, learned there was nothing I could do about it.

So basically, you will have to contact HP Customer Support on your own and have then provide you contact information for the HP legal department as we do not have that information.

UK HP contact info: http://support.hp.com/gb-en/contact-hp/

[KrazyToad]

@YasoG

Welcome to HP Community

I have gone through your Post and I understand your concerns and frustration

I will escalate your case to HP's regional escalation team

Please check your Inbox

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