Accept a replacement?

[mitchk2]

I bought a 15inch notebook in November, paying for Microsoft Word ,Home and Student package. 

It worked okay until January when Word became disabled, I received a message saying my subscription had been cancelled.

(I'd paid to have the package permanently). I was advised to type in a product code. I typed in the product code HP had given me but got a message saying code was no good. I phoned up Microsoft. They said the code hadn't been activated by the seller and was of a type only given for trials anyway.

I emailed the HP sales consultant. I got a reply which told me to contact technical support: no link, email address or telephone number. I wrote back, telling them to sort it out or at least pass me on to someone who could.

After this I received a text telling me the product was going to be collected from me this Wednesday, Feb1. I got an email from the sales consultant implying i'd asked for this. There's some mention of a replacement but I haven't been told when this is going to be.

I phoned up today and I could tell the guy speaking to me was giving me a load of guff. he said the product could only be fixed by them collecting it. He said he'd email as to when a replacement would arrive but I knew he was making it up and the email hasn't arrived.

They want to collect the laptop on Wednesday February 1. If I let them collect it I've got no idea when a replacement will arrive and they might try to argue there's nothing wrong with the laptop.

I've had messages telling me McAfee, which should be on the computer, is not installed.

Any ideas?

Any help greatly appreciated.

[Resolv_S]

Hi@mitchk2,

I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

Resolv_S

I work for HP

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