Frustrated with HP lame reason for not repairing a keyboard issue

Question

I recently called HP about a keyboard issue, where a the backspace key popped up and became detactched from the keyboard because the small latch broke under normal use. HP asked me to send the notebook back to them for replacement of the entire keyboard. When it got there, the case manager called back to tell me that they would not fix the keyboard because there was evidence of something being spilled on it. Although I don't recall any major spill on the keyboard I didn't deny that coffee drops may have reached the keyboard, nontheless that is not their concern and does not relate in anyway to the problem I resported to them. Yet HP refused to replace the keyboard and sent back as is. I must mention that the machine is functional and the spill has no effect on the operation of the machine. My frustration is with the broken key which affected my use of the keyboard.
In spite of my appeal to the case manager and customer support, they insisted that it's against their policy to fix the keyboard because of the spill evidence on the keyboard.
I am wondering if anyone else had a similar experience with HP service and particulary how they handled my service call. I am not accepting HP's lame reason for not fixing my keyboard and I was not happy I could nothing about it. I however use several HP products in my SOHO environment and this support incident left me with a bad experience.

Answer 1

Hello andanderson,
Sorry to hear about the troubles you have had with your laptop and with support. I am going to forward this to the appropriate team for review. Someone should be in contact with you shortly.
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