A couple of days ago I felt that the bottom right corner of the touchscreen was becoming "unglued". Basically if I put a bit of pressure you can hear it "sticky". It's the back part and I thought that I was just paranoid, I like things to be perfect (I had to make so many concessions on quality with this HP...).
Well yesterday I discovered a crack developing on the other side, the bottom left corned. The crack is very small but it's a crack indeed and shouldn't be there.
The chargin port also is loose and needs fixing (hurray for HP quality!) so contacted HP via chat.
The operator insisted that it was a cracked screen. I told him/her that the screen was fine, that the hinges were not sturdy enough and the housing takes all the stress of the opening/closing opeation. I was asked to send pictures. While I was waiting for the phone to send the pictures to my email the operator said "HP does not cover cracked screens". I got very annoyed as 1. I said crearly it was not the screen 2. They had premade decissions, they didn't even see the pictures yet!
I did a very fast search on google, "HP x360 crack hinges". Immediately I knew I was right. HP had so many complaint about this that there was no doubt it was a quality problem. I mentioned the amount of complaint to the operator and said "sorry we do not cover wear and tear". Oh well that was it and I went into full angry mode, still correct though.
The operator wanted more pictures of the screen. Repeated that the screen was not the problem, that it was fine. Still I had to send the pictures. Then the operator returns and said "Send us the laptop and we will repair". Glad to hear it I asked if he/she remembered that the charging port was also faulty. "Yes we will repair the laptor and return it in full workin condition at a cost of £136".
I made clear that I had already disagreed to pay, it was a quality issue. I requested a written letter stating HP refused to pay to take it to small claims court. At this point the conversation was very sour. Finally the operator returned to me and said HP would repair at no cost.
So I make a reading from this:
1. HP does not take charge of their faulty designs.
2. HP does not give decent training to their operators.
3. Looks like the system is made to make "weak" people to pay, only the ones that we know law and procedures will get a decent outcome.
And just a few notes on the quality:
- Bought a pavilion. Exchanged it because defect/quality
- Got a new pavilion. Exchanged it because defect/quality
- HP takes charge after complaining, they send me a HP Envy promising better quality. Returnes because cosmetic damage and rattle.
- HP send same. Again quality issues, returned.
- HP then says the model is not being sold anymore. Had to say it was not my problem. After arguments over the phone with a manager HP sends next higher model. Rattle in the touchpad. At this point I was fed up, my business was being affected by the apalling quality of the HP laptops and I sent if for repair even knowing that I had the right to exchange again. They changed the top of the keyboard, the metalic plate. Laptop came back with rattle and cosmetic marks that didn't have before.
I gave up, I just kept a laptop with defects because I needed it. I just thought I would never have more problems and I would be able to forget about it. I was wrong...
Before buying an HP navigate their forum for a while, then decide if you want to take the risk.
