Service issue -Unavailability of Spare Component L96531-002 (Top cover with Key Board)

[SANDBHAT9]

I am totally disappointed with the unprofessional approach towards providing services being rendered by HP & hence forwarded complaint mail to CSS_Service Head <servicehead@hp.com>. Against my complaint mail I received a suggestion from HP which is difficult to digest & unacceptable.

I had purchased a HP Pavilion 14-DW1039TU from HP IT World on July 2021. The laptop suddenly stopped working (screen & keyboard) on 20th Nov'22.

Kolkata Service Centre says that the following components needs to be replaced:

1. LCD Cable      2. LCD Panel    3. L96531-002 (Top cover with Key Board)

The said Laptop is still lying in Kolkata Service Centre for non availability of L96531-002 (Top cover with Key Board). On writing mail to servicehead@hp.com, received communication yesterday as " we would like to inform you that the required pat is end of support life hence the spare is not available.". Over phone I was advised to go for new laptop.

My query is:

1. How can a reputed company like HP stop supply of spare parts for a product launched in March'21 ( 20months of launching)
2. Will I have confidence in investing further in HP with this service experience.
3. How can HP suggest to go for new one without providing spares for the existing new one... Why should anyone again for HP when unsure of getting services in future.

Request somebody to suggest a solution to come out of this issue. It looks like HP is advising customer to throw laptop in dustbin or store in almirah which has hardly been used for 16 months.... Awaiting feedback & solution....

[Rainbow23]

Hi @SANDBHAT9,

Welcome to the HP Support Community. It is a great way to post questions and find resolutions by working with specialists in the HP community.

We need to provide the solution to this issue in a private message as this information cannot be shared on a public post.

I have sent you a private message with this information. 

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 

Keep me posted and have a great day ahead! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping.