Major problems with HP support including discrimination

[Erik452]

Summary of HP experience:

1) bought new laptop

2) they shipped laptop set up and admin locked under someone else's profile that had screen problems where the screen would get darker and stay darker.

3) HP promised to fix it.  Following this, HP never called back.  I called hundreds of times.  The few times someone tried to help, they said they couldn't help.  No sending in or repair was ever suggested or allowed.  No fixes of the screen ever worked.  Access to admin was never permitted.

4) I asked for warranty replacement first week.  HP asked to stall to try and fix it, but they never tried to fix it.

5) after 6 months, I was adamant on warranty repair

6) After more than a year, and thousands of calls, I finally got a new unit shipped.

7) new unit arrived with no wifi access and could not be set up.  Person from escalations in charge of ticket went silent.

8 ) hundreds of calls over months happen again.

9) Finally get back to someone who said I can send it in for repair.  I send it in and HP sends it back admin password locked - I have no access to windows at all.  HP support over phone attempts to fix it and blacks out screen making it worse.  HP support tries to do commands in BIOS with screen blanked out.

10) send back to repair - after some arguing over who was at fault (I pointed out that it is recorded on the call where I warned HP call support not to take the actions they were taking as blindly editing BIOS is dangerous) they worked on the machine

11) Machine returned logged in under an HP account.  Need to get Admin access to machine to set up my Microsoft Account.  Was offered phone help with a 2-day deadline to respond.

12) HP was informed many times previously that I do not have daily access to email responses as a result of physical disability.  I was in hospital for physical disability and could not respond.  Further, HP demanded a 2-day response time, violating my disability accommodations, and contradicted by their average response time of 2-3 months.

13) I reported the discrimination and repeated failures to HP without response.

So as a result of massive failures by HP, I still don't have a functioning computer from HP.  As a result of discrimination, I have no warranty on any computer from HP.  So now I have 2 broken computers from HP as a result of incompetence and discrimination.

As someone who has been using HP computers for 35 years, I am extremely disappointed in HP's behavior and recent products.  I am very disappointed that blatant discrimination and incompetence with sending out products has taken over such a long-standing company.

[VikramTheGreat]

Hi @Erik452,

Welcome to the HP support community.

Thank you for taking the time to share this deeply frustrating and painful experience. On behalf of HP, we sincerely apologise for the series of issues you've faced — from receiving a locked device, repeated lack of follow-up, being sent non-functional replacements, and especially for the failure to respect your disability accommodations. This is not the experience we strive to provide our customers, and your long-standing loyalty to HP for over 35 years makes this situation even more disappointing.

We are truly sorry for:

• Failing to follow through on promised repairs and support
• Making you endure months of calls with no resolution
• Returning a second device that was locked and inaccessible
• Repeatedly failing to take responsibility and provide a working solution

You deserve far better, both as a customer and as a person who asked for reasonable accommodations.

To move forward and investigate this fully:

✅ Please provide your case number or complaint reference number, if you have one.
✅ Please reach out via private message at your earliest convenience so we can escalate this properly to a resolution team.

We will treat your message with the urgency and care it deserves.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

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

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support

[Erik452]

I don't think I can deal with HP anymore regarding this.

Even when you know someone doesn't have constant access and other issues, you still close things rapidly not allowing for proper discourse or solutions.  Again, this goes against the fact that most HP responses take days, weeks, or months themselves.
For case numbers, there are at least 50, I don't even know them all.  Literally every single case number associated with my account is about this problem as I never had any problems before this.
Here are some of them.
(Edited)

Additionally, this thread from more than a year ago in this forum: https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/I-am-trying-to-access-HP-Suppor...

There are 3 serial numbers listed for 2 products in those tickets.  The third one is a product I never received either - yet another mess up.

[Garp_senchau]

Hey @Erik452,

Thanks for reaching out!

After reviewing the case IDs you provided, it appears that both a replacement and a repair were offered. Since the unit was out of warranty coverage, the service was provided on a chargeable basis.

 I suggest you reach out to the nearest HP authorized service center for personalized assistance. They can provide one-on-one help to fix the problem.

Note: There might be a nominal charge for the service they provide.

HP® Service Center Locator - Canada | HP® Support

Regards,

[Erik452]

@Garp_senchau The history you stated is completely false.  This is a major part of the problem with HP services as you are not looking into the history completely and providing false information.

Overall, HP violated warranty over hundreds of phone calls for more than 2 years.  HP never once provided the paid for functional computer.  For nearly the entire history of the case, HP never acted in a timely manner.  I believe out of hundreds of promised contacts, there were only a few that ever occurred.  And despite HP having an extremely slow response time overall, at the end HP decided that someone with a major disability without constant access must respond within 48 hours or be cut off (even though HP almost never does).  This is fraud, warranty violation, contract violation, discrimination and a violation of HP's terms of service and employee code of conduct.

I provide a summary again below:

The unit was under warranty coverage and still is under the law.  The issues were reported the first week of ownership and a warranty replacement was requested by me the first week since HP provided a used unit with someone else's login instead of a new one and provided a defective unit.  Since you have failed to replace the original with a functional unit since week 1, the warranty claim is still legally valid and the original device is still in warranty.

HP said they wanted to fix the original unit, but failed to follow through for more than a year and after hundreds of calls.  You never once even called back over more than a year of me calling in, sometimes 30 times a week.  You never once in that time even offered repair under warranty - in fact most HP support staff refused it.  Further, it was a used unit under someone else's login and should have been replaced as a new unit was paid for.  This was fraud from the start and a legal violation of warranty as you failed to try and fix the unit or offer services to fix the unit.

After more than a year of calling, HP finally offered a replacement unit.  HP lost the first replacement (which you still have on my account) and the second one was sent broken with no internet access (so could not be set up).

It took many more months of calling (9 months I think) before I finally got through to someone regarding the new broken unit.  HP extended the warranty at my request (as once again, they had been continually violating it).  They determined the unit was defective and replaced the wifi card.  Following that, they sent the unit back locked out under an admin password.  HP technical support then broke the computer even worse than before and made it completely nonfunctional.  It was sent in again and they did further maintenance.  Once again, it was sent back under a different login and I was locked out.

Following this, I asked for assistance again and was offered assistance.  For more than a month I waited for the call and it never came.  I contacted HP dozens of times asking for the promised assistance and received nothing.  Finally, I was offered a different call twice in one day and was given a 2-day response window.  I had told HP many times, including the current representative, that I did not have constant access due to disability and had problems that prevented me from sometimes having access for days at a time.  Because I was having these previously disclosed medical problems and could not respond back immediately, HP closed the ticket and voided the warranty and refused to respond any more.

[Erik452]

@Garp_senchau

I did not mention, I did contact the HP support center the first week.  They said it was a warranty issue and that HP had to replace it.  I contacted them numerous times the first year and they said the same thing every time.  They said that HP shipped a broken used computer instead of the purchased new one and said they could not help.

So even though HP determined the first week that it was a warranty replacement, HP never replaced it.

[Garp_senchau]

@Erik452, Thank you for providing the detailed information, and I sincerely apologize for the inconvenience you've experienced. I understand how frustrating this has been, especially given the circumstances.

I will escalate this issue immediately, and our support team will be in touch with you shortly to assist further. We appreciate your patience and are committed to resolving this.

Please help us with the following details on a private message, which will help us in escalating this case further.

First Name:

Last Name:

Serial Number:

Product ID:

Contact number:

Full Address:

Country:

Pincode:

Email:

Best Time to Reach:

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name.

You can use this link as well:

Private Messages - HP Support Community

We're looking forward to helping you get back up and running!

Best regards,

[Erik452]

Which information is missing from what I already provided in private messages?

[zoey7886]

@Erik452, Thank you again for your continued patience, and I truly understand how exhausting this experience has been.

I just checked our system, and unfortunately, we haven’t received any private messages from your end yet. It’s possible it didn’t go through, or there may have been a technical glitch.

Could you please resend the details (serial number, product ID, contact info, etc.) via private message when you’re able? Once we have that, we’ll ensure it’s escalated properly with the urgency it deserves.

We’re here to help get this resolved.

Regards,

[Erik452]

I have replied with a private message regarding the following:

My name, phone, addresses, best time to reach.

I cannot provide serial number or product number because the computer does not work.  There are 3 serial numbers and product numbers in the tickets I previously provided for 2 products and I don't know which is which because it was never provided to me.

I do not have a pincode.