very poor customer service on a warranty

[Luca_Como]

I opened a warranty service call 29.11.2024. HP sent UPS to collect my dead laptop (Bios not loading) which was reported  lost/stolen on 6.12.2024. As of 16.01.2025 HP service has not proposed how to take responsibility and provide a refund or replacement laptop. Don't buy HP!

[Nal_NR]

Hi @Luca_Como,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm truly sorry to hear about the frustrating experience you've had with your laptop's warranty service.

To get an update on the refund, I recommend you contact phone support.

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.

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

[Luca_Como]

HP customer service contacted by phone is saying that I have to wait for HP customer service to contact me to explain what action will be taken. I have been waiting over 6 weeks... As of today no reply or contact neither by phone nor email

[Nal_NR]

Hi @Luca_Como,

Welcome to the HP Support Community. 

We apologize for the inconvenience.

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.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Luca_Como]

HP ITALY CUSTOMER CARE HAS TODAY DECLINED ANY RESPONSIBILITY FOR THE LAPTOP and denied replacing the laptop lost after pickup for warranty repair IN SPITE THE HP WARRANTY TERMS EXPLICITLY STATE "Pick-Up and Return Warranty Service: (...) Under the terms of pick-up and return service, HP will pick up the defective HP Hardware Product from your location, repair it, and return it to your location. HP will incur all repair, logistics, and insurance costs for this service."
I can only sue HP.....