HP Refused Warranty Repairs Despite Laptop Defects Starting Within the First Week
In November 2025, I purchased an HP ProBook G460 laptop. Approximately one week after purchasing the device, it started making beeping noises and freezing on its own. Around the same time, the fingerprint reader also stopped working. I still have a video recording from that period, even though it is brief, showing that these problems started within the first week of purchase. Since I am a student and constantly need the laptop for my studies, I was unable to send it in for warranty service immediately. I only used it for basic tasks such as AutoCAD and YouTube.com, and I generally did not use it while it was plugged in. I was only able to send the laptop to an HP service center in Bursa this week.
Today, on November 11, 2026, I was contacted by the service center and informed that the problem was caused by user error and allegedly resulted from using the laptop while it was charging. Based on this assessment, they demanded a repair fee of approximately $374. I explained that I have a valid warranty, that the problems began shortly after purchasing the device and have continued ever since, and that I do not constantly use the laptop while it is plugged in. Despite this, they refused to help, insisting that the damage was caused by user error. I then requested that at least the fingerprint reader be repaired free of charge. However, they also claimed that the fingerprint reader had been damaged for the same alleged reason of using the laptop while charging and refused to cover its repair under warranty.
When I asked them to return my laptop, they demanded approximately $70 under the names of service and shipping fees. Considering that the device has had defects since its very first week of use, I find it both unfair and unacceptable that such high repair and return fees are being demanded for a product that is still under warranty. I request that the defects affecting my laptop be properly investigated as potential recurring or manufacturing-related faults, that my objection to the user-error assessment and the video evidence I have provided be taken into consideration, and that all necessary repairs be completed under warranty without charging me any fees. Otherwise, I would like to inform you that I am considering filing a complaint with the Consumer Arbitration Committee in accordance with my legal rights due to the financial and personal hardship I have experienced.