I have several HP laptops in my house.
I always use the online chat feature when making trouble calls, and when a laptop had to go in for service, they would overnight a shipping box to me.
One of the laptops I have was one that was involved in that class-action Nvidia lawsuit-- I ended up sending it back for repair four times for the video chip failing, and I had to escalate the last instance a couple times so they would replace the machine (as far as I am concerned, if a machine fails for the same thing three times in a row, that's a lemon, and should be replaced. The Customer-service rep agreed).
One laptop, the G72, had a pretty flimsy screen, and one of mine broke with no apparent cause. HP refused to acknowledge any problem with design and would not repair my laptop under warranty (I didn't buy their additional insurance). The cost to repair the unit at the time was almost as much as a refurbished laptop, so I ended up replacing the whole laptop.
... after the prices for LCD screens came down, I bought a replacement screen and repaired the laptop myself.
Civility, Substance, Subtlety, Style: Success