I’ve had several issues with HP and their repair team since I had to send my Omen Max 16 in. For reference, I’m in Canada.
My backlight stopped working on July 28 with 2 days left in my warranty, so I got a repair case started the same day. I informed them that I needed my laptop back within a month at the very most, as I was moving early September to go back to uni. Even disregarding the moving, I’d need it back by Sept 7 as this laptop functioned as my school laptop as well. I was told it’d take 8-10 business days, but knew realistically that I would have to give them maybe another 2 weeks.
Well, it’s been 5 weeks now, and I’ve been lied to about the status of my repair and when I’d receive it multiple times now, and no clarification has helped.
First of all, support is absolutely atrocious. I’ve had to call 2-3 times for each issue to finally get through to someone to talk to, with the failed attempts ending up in being on hold for HOURS. The longest I stayed on hold was 3 hours, since I had nothing better to do, before hanging up.
Second, it took them a full week to finally send me the packaging to send my Omen in. And two phone calls. A full week of this repair was eaten up because they just didn’t send it in a timely manner.
And now, the lies. My repair was delayed due to needing parts (which I totally understand). I was told that the new date I would RECEIVE the laptop back was today, August 31. That didn’t give a lot of extra time if something else went wrong, so I called on the 17th asking if, once the parts were received, the repair and shipping could be expedited. That agent told me that August 31 didn’t seem right at all, and that it’d be likely to arrive beforehand. I wouldn’t say this was necessarily a lie, but considering I ended up with 3 different answers about what August 31 meant, it was definitely misleading. After no further updates, I called again twice on the 21st. One agent told me that August 31 was actually the day the parts would arrive in the repair studio. The second agent told me that no, the parts had arrived earlier on that day, and that I would most likely receive my laptop by the 31st.
Well, Friday the 28th comes along, and I’ve received no shipping information or tracking number. Expecting a delivery on the following Monday, and that repair uses 2-day delivery, I called in. The agent I spoke to assured me that I would receive my laptop on the 31st. He specifically told me that everything was in line for me to receive it. But still, over the weekend, no tracking number.
I call again this morning. When I get through, I’m told that no, the parts hadn’t arrived on the 21st like I was told, but were instead arriving today. I hadn’t received ANY other email about further delays. When I asked if it was possible for the process to be expedited once the parts were delivered, I was basically told that that wasn’t possible and that there was no way to give me an estimated shipping OR delivery date.
Again. I’m moving at the end of this week. In a week’s time, I NEED my laptop for school.
I’m so incredibly frustrated by how I’ve been continuously mislead about the status of my laptop and repair and when it’d arrive. The agent I spoke to today said an escalation had been started, but I can’t wait another 1-2 days to hear back, especially when I haven’t been given a proper estimate for when I might receive it so I can’t know if I need to reroute it or not.
I just wanted to rant. I spent so much money on this laptop just for this absolutely abysmal support to be given when it breaks. I’m not even sure what steps to take next, but I’m very close to filing a consumer complaint. I’m not sure I even want to attempt calling again.