I bought an HP laptop directly from HP Germany and it has been the worst customer experience I’ve ever had.

For over a year, my laptop has had serious technical problems (ticket #5148549899). Multiple engineers have come to my home, but the problem has never been fixed – in fact, since the last visit the laptop now crashes every 15 minutes and is almost unusable.

I have spent countless hours on the phone and writing emails, often being passed between departments with no real solution. Yesterday alone I spent two hours on calls just to get someone scheduled to come – and I even missed a full day of studying because the device failed again.

HP offered me 30% compensation, but only after I pushed them for months. They also suggested returning the laptop for a refund – which would leave me with no computer at all, even though I bought this device to start an expensive and time-consuming course. This is simply unacceptable.

HP’s customer service and escalation process are completely incompetent. Promises are made (like manager callbacks or senior engineer visits) but not kept. Emails are not read carefully, and communication failures are constant.

This has caused me a year of frustration, wasted time, and real harm to my studies. I now urgently need a working laptop, and HP still cannot deliver.

⚠️ Important for others to know: Under UK consumer law, customers are entitled to compensation if a product is faulty and not repaired or replaced within a reasonable time. HP may try to dismiss this, but buyers should be aware of their rights.

If you value your time, money, and peace of mind: do not buy from HP. Their products are unreliable and their support is among the worst I’ve ever encountered.