psaini
(Paul3215)
1
I had purchased a HP pavilion laptop end of April 2022. Received the unit mid May 2022 and since then have had 3 different cases with HP on hardware issues, where once the bluetooth stop working and the PC wouldn’t even see the bluetooth hardware. Support had me download the windows image onto a usb drive and reinstall windows and the bluetooth drive showed back up. Few weeks later, my device kept showing I have critical firmware update that I need to install but kept failing. HP said to reimage again using the USB but that didn’t fix it. I still have that issue. Now today all of sudden I started to get Intel memory & storage error saying "one of my disks is at risk, please see application for details which shows nothing, looking at the event log, it shows the Hard drive is downgraded.
Contacted HP support and they said, the the diagnostic show no hard drive issue and uninstall the intel memory and storage app and said you should not see the error again. But did they really fix the issue or they just took the notification out. I requested that since I have had multiple issues with a unit that is only 3 months old, should be replaced under warranty. The support tech transferred me to a supervision, who said they will send me USB to reimage and see if that fixes the problem, but I had reimaged using USB as requested 3 times before this issue and each time after few weeks new issue starts. Not to mention the amount of time it takes to reinstall all applications and configure each application back on the unit. The supervisor was not very friendly is all I would say and said to me don’t need you to repeat the issues, I cannot replace the device as it’s more than 30 days. I mean really? you asked me to reimage the device 4 times in 60 days but the device is past 30 days there for cannot be swapped under warranty? what’s the point of having a warranty?
HP, clean up your act or I am done with all HP devices. Including the 3 laptops that I ordered earlier this week for our sales team.
@HP
@priscilla-hp
7 Spice ups
Your rights depend upon where in the world you are and the laws that apply there. Did you buy it direct from HP or another organisation? Also, did you buy it on line as opposed to in a shop as that also affects your rights. HP may be attempting the “repairs” but your contract will be with whoever you bought it from and that is who your dispute is with. I would be tempted to open a legal dispute with whoever supplied it as it appears not fit for purpose. HP have attempted many repairs and non have worked. It appears to me that the 30 day period mentioned by HP is there guidance and will not be the law.
In England you have these rights:
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’. You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you. You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.
You are out of the above period. You are in the 6 month period:
Repairs and replacements. If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced. A customer has accepted an item if they’ve: told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it) altered the item. You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.
Generally, a supplier has one chance of repair in the 6 month period.
1 Spice up
As a consumer product your best bet would be to talk to a local consumer service center for help or see about returning it a getting a business class model
1 Spice up
I use HP laptops and have for years but would never buy any of their retail products. Their commercial enterprise products such as the Z books and Elites are near bulletproof, but I managed a service center for a large computer retailer and learned my lessons then.
2 Spice ups
The event screenshot you attached doesn’t show what SMART event was triggered, but I’d suggest running an app like CrystalDiskInfo to inspect the SMART attributes. I find it concerning that there are degraded attributes on an SSD, so chances are there is a hardware issue. The thing I’ve found with pretty much any laptop vendor (Dell, HP, Acer, etc) is that you must determine the exact issue to report to them if you want them to repair or replace it, simply saying the symptoms is not enough to get them to do their job properly, since they aren’t exactly techies, they just reading off a script to log your case.
Depending on your local laws/regulation you may or may not be able to get a replacement/refund. Here in South Africa we have 6 months from date of purchase in which we can get a replacement, repair or refund at the customer’s choice if there is a hardware fault/defect.
If you are using this for business purpose then I suggest rather steering away from their consumer line of products and instead go for something in the ProBook or EliteBook line, and upgrade to the 3-year Next Business Day (NBD) on-site warranty where they come to you for repairs.
Note regarding the failed firmware updates, I’ve in the past had issues where the HP Support Assistant app downloads the firmware and extracts it, but for some reason folder has no read permissions. Maybe try downloading the firmware direct from their website and install it manually
2 Spice ups
