Alexandria Friesen

Review of HP

Three years ago, I purchased a high-end HP envy la...

Three years ago, I purchased a high-end HP envy laptop for $1600. One year post-purchase I had a hardware issue with the motherboard. The laptop was still under warranty, so I sent it to get repaired. 6 months later, I had another issue with the motherboard. It was still under warranty, so I asked my escalation manager at HP to ensure that the root cause of this issue was being addressed while the laptop was still under warranty. There should not have been the same issue with the hardware, under such a short amount of time if it had already been fixed. They assured me that they d address the root cause of the problem, and I sent it back for repairs. A year later, for a third time, I ve had another hardware issue, with my motherboard. My computer is no longer under warranty, though I believe the root cause of what has been ailing my computer has never been addressed, even while I was a paying customer of HP s customer care plan. Today, I spent over 4 hours on the phone with HP, trying to explain the situation I m having, and trying to find some sort of agreeable solution to move forward and have my computer fixed. After speaking with several people in multiple departments, I finally was connected with Joyti, the supervisor in Repairs. I was told there was nothing they could do for my laptop as it was out of warranty. They said they could offer zero discount on trying to find some kind of solution and said the base cost of assessing and fixing my computer would be ~$500.

In total, I ve spent over 24 hours on the phone with HP, to resolve all of these issues to try to find a way to stop this reoccurring issue. I have paid over $2000 on a laptop, including extended warranty, and this high-end product has lasted less than 3 full years. I put in tons of time and money and am now left with no laptop, an awful customer experience, and I feel completely disrespected in the way that they have treated me.

To anyone interested in purchasing an HP product, please don t just look at the technical reviews of the product. Look into customer service reviews and ensure you are going with a company that has positive feedback. I have never been so disappointed as a customer and I strongly suggest not ever purchasing a product from this disorganized, rude, and incompetent company.