I would like to file a complaint about warranty refusal

[Mjuzik]

My computer is still Covered under Factory warranty - Months remaining: 7, Days remaining: 24 

Couple of weeks ago I noticed an issue - blue screen 301 on the start up. I did the test, noted failure ID and started working with HP support center via chat.  All the case IDs below:

[Personal Information Removed]

The process was time consuming so I was not able to finish everything at one go. In addition second time I had to redo the story by doing all the test again and providing failure ID pointing at HD issue again. At first laptop was working and I was able to log into windows and tried updating bios/drivers etc - all as suggested via HP support chat) Finally after couple of times the laptop was not turning on or turned on for a while and turned off with an error.

I was told to prepare the Recovery usb using my other private laptop - since it was an old one I was not able to finish this step as when there was 40% it was shutting down (one of the reasons I bought a new HP laptop) Today when I explained what happened and asked to provide a location where I could leave the laptop to have it repaired I was informed that there is one more step to be done and since I can't prepare recovery usb myself I will have to buy it. (30-50$) But the "good news" was that the soft (that I already paid for when purchasing laptop) will be free and it is only the usb and shipping that need to be paid for and if that won't work then my laptop will be picked up for repair. I refused and asked to have my laptop  right away since I already comited a lot of time towards fixing it despite the fact that it's on warranty. I was told that this need to happen since its a part of troubleshooting. I said I will not pay for troubleshooting (buying a stick and trying to fix my laptop by myself) because it is on warranty and that I will file a complaint on the whole process which I am trying to do now. Can someone help me having this issue resolved. I bought a new laptop for a reason and 1 year warranty was something included so it is really hard for me to understand the new way of troubleshooting by user with guidance from HP agents instead of having the laptop taken care by specialist in a service point. I wasted 2 weeks already and I need the laptop. Please advice what can I do to.

[Irfan_06]

Hi @Mjuzik,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that there is an issue with the laptop hardware and may need repair.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a good day.

Irwin6

HP Support