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The original was posted on /r/linustechtips by /u/Snapdragon_865 on 2024-12-18 15:30:04+00:00.
Hey LTT community, I need to share my experience with HP’s warranty support that has left me without a working laptop for almost 2 months now.
The Setup
I bought an HP Dragonfly Pro (32GB RAM, 5G model) for field work. Premium device, premium price tag, “premium” support. What could go wrong?
The Nightmare Begins
- Device fails October 24th (just 2 weeks after purchase)
- HP receives it November 6th
- Warranty promises 5-day turnaround
- Reality? 40 days of “parts shortage”
The “Support” Experience
During this 40-day wait, HP sent me a loaner that belonged in a museum - a 6-year-old laptop with a cracked chassis. Had to return it immediately because it was unusable.
It Gets Worse
After 40 days, I finally get my laptop back. But plot twist: it’s now in worse condition than when I sent it:
- Crashes every 10 minutes
- Eventually stops booting completely
- Shows motherboard failure (5 long flashes, 3 short flashes on caps lock)
The Cherry on Top
Here’s where it gets really good. The escalation agent emails me on December 5th:
“I will be calling you Monday as we discussed to go over replacement options”
Then on December 13th, same agent:
“Unfortunately, a replacement request will be denied. I do have to follow the warranty guidelines and it states we have to be given the opportunity to fix the unit”
They want me to send it back for another 3-week repair attempt. The model isn’t even in production anymore, yet they insist on “fixing” it.
Current Situation (December 18)
- Still no working laptop
- 55+ days without a functional device
- Support refuses replacement
- Demanding another repair attempt
- Filed BBB complaint
- Escalated to executive team
The Impact
I need this laptop for field testing and data analysis. Instead, I’ve spent countless hours dealing with support and have nothing to show for it.
Lessons Learned
- HP’s warranty promise of 5-day turnaround is meaningless
- Their “premium” support is anything but
- They’ll make you wait months before considering replacement
- Support agents will contradict themselves
- Executive escalation seems to be ignored
TL;DR
Bought HP Dragonfly Pro, failed in 2 weeks, waited 40 days for repair, got it back worse than before, support promised replacement then denied it, still no resolution after 55+ days.
Think twice before buying an HP laptop, especially their “premium” lines. Their warranty support is a joke, and they’ll leave you hanging for months with a paperweight.