HP Customer Service Indifference

I experienced a hall sensor problem with my HP Victus 16 laptop while it was still under warranty. The company offered a repair, but I did not accept this offer and instead applied to the Consumer Arbitration Committee on 31.12.2025. After an examination period of about 4 months, the Committee ruled that the product should be replaced with a non-defective equivalent, and this decision was notified to me on 30.04.2026. On the same day, I contacted HP Türkiye to ask how the process would proceed after the Committee’s decision and, if possible, to speak with the legal department or another authorized person. After my information was taken, I was kept on hold for about 5 minutes and then told “we will get back to you”. Although I insisted on being given an official timeframe, I was told that no timeframe could be provided. I requested that a record be created so that I could follow the process, but this request was not fulfilled either. I also stated that I wanted to be transferred to an authorized person who could give me detailed information, yet I received nothing beyond the repeated response of “we will get back to you”. During this period, although I have used all available channels such as phone, email and live support, I have not seen any approach that satisfies me in terms of corporate attitude and customer focus. I have not been able to use my computer for about 4 months and have had to obtain another device externally in order to carry out my work. Despite this, I, as a consumer, cannot receive clear and transparent information from the company about how the right I obtained through the Consumer Arbitration Committee’s decision will be implemented. It is unacceptable for a corporate company to leave its customer in such uncertainty and to act with an attitude of “we will put you in the queue and get back to you when the time comes”. For my device, whose warranty period is still ongoing, I request that I be provided, as soon as possible, with clear and written information on how the process will proceed in line with the Committee’s decision to replace the product with a non-defective equivalent. In addition, I expect HP to strengthen its customer services and communication channels in such situations and to act in a more accessible, transparent and solution-oriented manner.