I bought a HP laptop from Carrefour in Aug/2014. When windows 10 was released mid 2015 and after the upgrading to windows 10, I went to the service center for an upgrade of 4 GB RAM (the system initially had 2 GB only running windows 8) and also told them that the touchpad buttons had loud clicking sound and the touchpad was not working well. When I used the touch pad the cursor either lags, gets stuck or some other unintended operations happen, double click becomes single click etc.
The service center added the the extra 4 GB RAM and since it was not covered by warranty I was charged, which was fine my me. Since I gave the laptop inside the warranty period the service center changed the touchpad included with buttons for free. The issue with the touchpad existed and I went back to the service center after 4 days, with the left/right touchpad buttons misaligned. I got the laptop after 2 days or so and still the problem persisted.
The service center told me that it was due to widows 10 problem and (The touchpad drivers were synaptics and was it was provided my HP as default.)
- I will have to soft-touch the touch pad button
- Downgrade it to windows 8
to both of which I replied not possible. I mean how can I only soft-touch the buttons and not work with the latest operating system. I contacted HP Middle East with the issue and they asked me to return to the service center to give the laptop for repairs and they also said that the laptop was out of warranty according to their system, their system showed Jan 2015 as end of warranty for the laptop. The laptop purchase invoice showed Aug 2015 as end of warranty.
To be clear here, HP-Middle East systems showed Jan 2015 as the end of warranty for the laptop which means when I bought the laptop in Aug 2014 I had 5 months of warranty according to HP. I told them that their systems were incorrect and I had a purchase invoice dated Aug 2014 and warranty ending on Aug 2015. HP-Middle East asked me to send the invoice, which I refused. They could have got the invoice from the service center because I had left a copy with the service center.
I then proceeded to contact Microsoft, Windows team via twitter and they confirmed by email that there is no issue with Windows 10 for that particular model of HP. Then I proceeded with this information from Microsoft and contacted HP, US and they asked me to contact HP Middle East after sending them the emails HP Middle East had sent me.
I refused to go to the service center again (as HP-Middle East had asked) since I was tired and this ended up nowhere but then to resolve this issue I ended up at the service center the third time to repair the touch pad. I told HP-Middle East that I am willing to pay extra for another model of the laptop but they refused and said its out of warranty, I told them that it was well within warranty that I had given the laptop for the repair.
The service center has proceeded to replace the touchpad with buttons for the second time and they have put a Hard Disk with windows 8 and working on the laptop (since I told them not to format the laptop).
I as customer am very much in a dilemma as the
- Service center tells me to soft-touch the touchpad buttons
- HP-Middle East telling me to use windows 8 and its not a hardware/software issue.
What I would advice anyone buying HP products here in Kuwait is to check the warranty not in the invoice but the actual HP system warranty because that is how HP-Middle East is going to play out if there is such problem.
This issue stands unresolved as of now