Poor HP After-Sales Service

The lid hinge of my HP laptop, which I bought from America about 2.5 years ago, was broken. I contacted HP Customer Services in Turkey and initiated a damage report. They investigated the device's serial number, model, and warranty status. After connecting by phone, they inspected the broken hinge and took photographs. Subsequently, they forwarded it to the appropriate department for hinge replacement, with an estimated cost of around 1,500 Turkish Liras, to which I agreed. I received the payment link, made the payment, and was provided with a shipping code to send the device for repair. They estimated a 20-25 day repair time, which I accepted. However, a week later, I received an email stating that the repair process had been terminated at my request, with a promise of a refund. Confused, I called customer service, denying ever making such a request. After a 30-minute wait on the phone, no one could explain why I received such an email. After speaking to several representatives, the final response was, "We couldn't find the necessary parts and are returning the laptop unrepaired." This situation is quite disappointing, especially for a prominent brand like HP. My suggestion is to source the needed parts from abroad, extend the repair period to 2 months if necessary, and inform the customer of any price difference. If the customer agrees, proceed with the repair. If not, a refund should be issued. It's crucial to provide information and not act unilaterally without customer consent. This situation doesn't align with HP's reputation. The after-sales service has been subpar, and I urgently need my HP ENVY X360 laptop, which is currently unusable due to the broken hinge, to be repaired. The laptop's cover cannot close, and I am in need of assistance. Thank you.