This is still a ongoing issue and I just wanted to let people know about a terrible customer service and repair I am receiving from HP.
I bought my HP envy 15t laptop from Costco close to 2 years ago. 2 months before my warranty runs out (Costco provides 2 years manufacturer warranty), my sound card dies on my laptop. I call Costco and they redirect me to HP to have my laptop repaired. They send me a box to send my laptop in and I send it off 2 weeks after the box comes in since I needed to purchase a Chromebook to facilitate my basic college needs. Two days later, I'm provided with a customer service order no. which I can use online to see the delivery date and how the process is going. Usual delivery and repair times are 2-3 weeks. HP received my product on 09/16/2016 and said the expected delivery date was 09/28/2016. After 2 weeks of the sending my laptop off, I checked online and saw that my delivery date has changed from the original 2 weeks to another extra week. I thought, maybe they need a bit more time for the repair so I held off from calling to check on the repairs. I check on the 10/05/2016 again and to my surprise, the date changed again to 10/07/2016. It reached the 7th and once again, it changed to the 14th. I’m getting anxious at this time but I’m keeping off from calling, maybe they will have something ready soon.
3-4 days before towards the month of sending my laptop, I still haven't received my product and the online check is still the same so I decide to call HP to see what's up. The customer service answers and I tell them my issue of not receiving my product. After checking around, he tells me that HP doesn't have the sound card in stock since they are having restocking issues and they don't know when they receive another or when I will get my laptop back. I ask if there is any chance for a replacement but he responds by saying corporate does not allow that. At this point, I'm absolutely confused on what happened and how a company as big as HP has kept my product for a month, only updated me once on a change of date and proceed to keep my laptop without telling me they don’t have the parts.
I decided my other option would be to try calling Costco concierge services to see what I can do. The rep from Costco answers, and I tell him about my problem and everything HP rep has told me. He starts to tell me that he is noting everything down so he can talk to his manager about the issue. After a few redirects, I’m let to the escalation team. The rep from escalation tells me that this issue is ridiculous and the normal repairs take 2-3 weeks at max. She tells me that she will talk to her manager and see if they can contact HP to get an answer.
I get a call two days later telling me that HP will be doing a return authorization (RA) that allowed me to get my money back for the complete amount of the laptop ($800 at the time + 8% CA tax). I'm relieved that and this point I can get something back from this terrible service. The rep from Costco asks if I want to have the laptop returned to me so I backup then send to a Costco center or to just send it to the recycling center. I asked to have it returned to me so I can backup all the data. She tells me that it will take a couple of days to contact HP and they should have an answer hopefully by a week. I wait a week and decide to call Costco since I didn’t get any responses. After getting redirected, a rep from escalation tells me that HP has been contacted to have the laptop sent to me but each time they contact them, they don’t tell them when they are sending it. I ask the rep to change the destination of my laptop to me but rather go to the recycling center so there is no wait time. So here I am, without my main laptop, with an RA that is useless since Costco needs a tracking number to give my money back. After waiting another week, I call Costco again to follow up and to my surprise, HP still has NOT sent my laptop. They have contacted HP corporate several times and with no answer each time. Even the reps are confused on why HP would keep a laptop that has no use and requires no repairs, alongside with it going to recycling.
Here am I today, still with no money from the RA and HP keeping me and Costco stalling. As of right now, this HP laptop will be the last HP product I will ever buy again. They have fine products, but what is the point when they can’t back it up with service. I paid almost $900 to have this product made, shipped and used and what I got at the end was terrible customer support and service from HP. I hope everyone reading this can have some idea how HP’s customer service and repairs work, with a good idea on the waste of time they put on people.
TL;DR: Purchased a $800 laptop from Costco 2 years ago, sound card broke in warranty period, sent for service to HP, kept changing delivery date and did not repair, found out HP does not have sound card in stock after holding laptop for a month, Costco helps me to get an RA from HP, HP will not send my product back to me or to recycling center making the RA useless, wasted time on mine and Costco’s side and a customer who will not purchase HP products again.
