My Nonprofit Reviews

I have been a loyal HP(Hewlett Packard) customer with many HP products for 25+ years and HP Customer Service had been acceptable until this year. It appears that HP Culture has recently changed to the worst company’s including its CEO who ignores products/customer problems.

This is about very unprofessional HP Customer Support individuals and President & CEO to badly handle company defective products and ignoring customer inconvenience and time for several months for a customer not being able to use a brand new HP Laptop.

At hp.com website I purchased an HP 13.5” Laptop, Envy x360 2-in-1 Laptop 13-bf0797nr at $1,434.01 with a 3 year warranty which was delivered at the end of March 2023. Immediately after receiving it, I took it to my trip to Tokyo.

It was discovered that the product is defective; Touchscreen did not work. Because the HP customer service was not accessible by the 800 number from overseas, as soon as I returned to my home in California in the middle of May 2023, I started contacting HP company. Numerous contacts were made with HP Customer and Tech Supports wasting my many days, over 50 hours.

Two different tech specialists remotely accessed my laptop on two different dates by deleting all programs and personal data from the laptop. By a request of the second tech individual, I took it to a UPS store and sent it to a HP repair shop early July 2023. The laptop has been in the HP Repair shop for 4+ months because HP could not control to get a replacement Touchscreen because it was found through a numerous contact with HP Customer Support that the model and part had been discontinued. However, HP Customer Support kept emailing me every two weeks delay notices of finishing repair every 3 days.

Since I have purchased a 3 years No Risk Warranty, I requested HP to send me a similar product, Spectre x360 2-in1 Laptop 14-ef2047nr or issue a full refund check of $1,434.01, But, HP said Spectre is a business product and cannot be replaced (actually on HP website it is sold as Home product same as my defective laptop, Envy), and reluctantly offered a Cash refund excluding Sales tax! Although HP can get the tax refund from County Tax Collector Office, HP Customer Support in India insisted that the tax amount is non-refundable because I used the laptop once.

Because all my experience above are unreasonable, I wrote letters twice to HP President & CEO, Enrique Lores. But, he did unbelievably ignore all my messages despite it was later discovered that he had received both of my letters. Then, I started getting a help by Mr. Christopher Elliott, Elliott Advocacy in September 2023. Mr. Elliott contacted HP multiple times, and finally Joshwa Sanjeev, an assistant of HP executives contacted me by email.

I had to explain Mr. Sanjeev all that had been happening again, and he finally proposed the full refund which needs several days to be processed inside HP and another several days for the check to be delivered. This kind of time table was not acceptable. Thus, I requested him to immediately ship HP Laptop, Spectre x360 2-in1 Laptop 14-ef2047nr with 3 Year Risk Free Warranty. It took time for him to get authorization and the replacement Laptop was delivered to me. Despite I have been a loyal HP customer for 25+ years and HP has all my purchase records, he request me to send the receipt and other information.

All were ridiculous and inconvenient experiences with no apology from HP. The problem should have been solved in June 2023.
Without the help by Elliott Advocacy, I would keep wasting my time with HP company without my laptop. Thank you very much, Mr. Christopher Elliott!

Dr. Satoaki Omori