Waiting for update on laptop repair since

[Tanya1232]

Team, I've been waiting for 2+ months for a resolution to my HP Envy laptop. The screen went completely dark even though the power button was lighting up. I raised the case on Aug 4 ([Personal Information Removed]) and after a lot of troubleshooting, HP created a service order ([personal info removed]) and received the laptop on Aug 14. I was supposed to get it back on Aug 27 but there was no communication. I wrote and called Customer Care on Sep 4 who informed me that my laptop was damaged and would not be covered under factory warranty citing water damage. There was no water damage to my laptop and when I contested this claim, another case was created ( [personal info removed]) and I was told to wait for official communication from HP Customer Serivce. It has been more than a month and there is no information or update from HP. This laptop was for my daughter for school, school opened in September and it has been more than a month and she still can't use a laptop. In August, the team had asked me if I wanted a loaner laptop and I refused thinking the problem would be fixed soon but I made a huge mistake. HP is not willing to replace the laptop even though it is under factory warranty and there has been zero communication from the team. How stressful is it for a student and a parent to not even know whether there is a resolution to their complaint or not, forget about the worry of trying to replace a $700 laptop which is less than a year old. I am very disappointed in the customer service and lack of empathy for my issue.  

[Nal_NR]

Hi @Tanya1232,

Welcome to the HP Support Community. 

My apologies!

This situation will need some additional support from our internal escalations teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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