Filing A Complaint With HP's Repair Department

[Helen2025]

Hello,

I would like to file a formal complaint about HP’s repair department and request that a case manager contact me as soon as possible.

In November 2024, I purchased a custom HP Pavilion 16 from HP’s official website. In January 2025, my laptop’s WiFi icon disappeared, and I was unable to connect to any wireless networks. I tried multiple troubleshooting methods, including purchasing an HP recovery USB, but nothing worked. Finally, HP customer support agreed to a depot repair.

HP received my laptop on February 6, and when I checked my order status, the due delivery date was listed as February 20. However, when I called HP on February 20, I was shocked to learn that my laptop hadn’t even been repaired yet. Since then, I have called multiple times, and each time, the agent assured me that I would receive an update within 48 hours—but I have never received any updates, neither by email nor by text message.

It has been nearly six months since I purchased this laptop, yet I have been able to use it for fewer than 10 days. I am extremely frustrated with the inefficiency and poor communication from the repair department. My case keeps getting passed around without any resolution.

I urgently need escalation assistance. If anyone can help me get in touch with HP’s escalation team or a case manager, I would greatly appreciate it. I need my laptop as soon as possible.

Thank you.

[Sneha_01]

Hi @Helen2025 

Welcome to HP Support Community.

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

I'm really sorry to hear about the frustrating experience you've had with HP's repair department. It’s incredibly disappointing to be without your laptop for so long, especially after you’ve already gone through troubleshooting and repairs. I can only imagine how stressful it must be to not get any clear updates or resolutions.

May I know do you have the existing case number? If yes, I request you to share it in  a private message and I will look into that.

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

I hope this helps.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Helen2025]

Thank you Sneha, I have pm you the repair order number.