HP forum: HP case managers are unhelpful

by: gibson_guy January 25, 2013 11:04 PM PST

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HP case managers are unhelpful

by gibson_guy - 1/25/13 11:04 PM

I own an HP envy 17 and have had it for about 1.5 years now. The screen has failed many times and they have deemed it accidental every time even though it was hardware failure. Now a month ago when my screen had some discoloration I sent it to them they said it was accidental damage. The screen has no cracks and my laptop had no dents or scratches on it. Plus, I sent my laptop out a month ago and still dont have it. It took me a little over a week to get a hold of my case manager and when I did he was rude. He told me that since I sent my laptop in a lot of times which is true but it was mostly due to either it failing or me getting the laptop back with a missing screw in the keyboard which allowed me to pick up the left corner of it that they wouldnt cover it.. This is unacceptable on a $2,000 laptop. They are completely unprofessional. Even though Im entitled to 1 free repair of my laptop (if the damage is considered accidental) per year and this is the first time Im sending it to them this year, they still wont replace it. Ive had so many problems with HP. It all started when I had a pavilion dv6 that crashed 7 times in the first month and HP wouldnt let me return it and I finally got this new garbage laptop after owning that thing for 6 months and having to argue constantly with case managers to let me get a replacement since Im a business student and need it for class all the time.

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