- Report: #1391304
Complaint Review: HP - Nationwide
Reported By:
Let down Mom over a billion disappointed -
Albuquerque, New Mexico, USA
Submitted:
Updated:
-
Author Not Confirmed
Why?
HP
Nationwide, USA
Phone:
1 (800) 474-6836
Web:
www.hp.com
Categories:
Business Rating:
(0)
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HP Hardware Failure Palo Alto CA
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I purchased a HP Envy x360 15t Touch Laptop with the HP Wide Vision HD Webcam and 15.6" diagonal UHD IPS UWVA edge to edge glass (3840x2160). I purchased the laptop during a promotional pricing and thought the price of $940.00 was a great deal.
7 months later my daughter simply opened her most expensive possession to do school work and the screen cracked. There is no damage to any part of the body of the laptop and all touch screen functionality has stopped. We were told that all cracked screens are considered accidental damage regardless of circumstances. I have found many customer complaints scattered throughout the internet regarding HP laptop screens which cracked during the course of normal use, simply opening and closing the laptop.
We have contacted customer support over 10 times to try and get the issue resolved and dealt with India and Philipine techs who did not understand basic troubleshooting steps, just read off meaningless scripts. HP customer service has severely tanked! I was a top producing sales representative and feel ashamed I ever recommended and sold HP products to anyone!
After numerous internet searches for a US Based customer support representative, I was told by the HP Escalation Case Manager that the repair would be at my own expense for the small fee of $621.30 or with the deepest discount at $376.00. I would have to also pay for shipping.
At this rate, I would have been better off buying ANYTHING from Sam's Club. They would have taken greater pains to ensure my issues as a customer were taken care of.
What is even worse is I purchased a laptop from my father for over $1,000.00 and another desktop for $1,000.00 due to internet browser lack of support on Vista machines. My CPU's from Gateway and Dell still worked, I just could not do anything on the internet. I will be upgrading my software for my older machines ASAP, these HP machines are total junk, and could fail at any minute!
