HP technical support refused to accept my complaint - so here it is. Can someone help please?

[Sylwia1950]

Hi,

Here goes my complaint:

My laptop is only 10 months, I also bought a 3 year care plan, and I've already spent about 10 hours with the helpdesk troubleshooting on 5 or even 6 very long calls, chats and countless hours troubleshooting with google on my own. I haven't had a camera for nearly 2 months now and I need it. I also spoke to someone via whatsapp and he asked me to send many pictures of my laptop to proceed with troubleshooting my webcam! He refused to help me if I didn't prove that the hardware is in good condition. I told him it was illogical to check hardware for software issues and I refused to continue because I found it an unnecessary and pointless step that would only waste my and his time. He wished me a good day.

The last step to reset my entire PC and I did it twice and there is no recognition of a camera. Now I need to send the laptop for repair and it will be with HP for 2-4 weeks. I told them that I don't have any other laptop but they refused to give me a loaner or any other help, and they just didn't care that I will now be without a laptop for up to a month. I also asked for a brand new laptop as I suspect I was sent a faulty one that I don't trust anymore but of course they refused.

Is it normal that I have to go through all this pain with HP? I paid a lot of money for it and all I got are problems. A month without a laptop is a very long time and nowadays I need it like everyday bread ‌😢‌

I thought that HP was a good company caring for its customers but it's not the case I'm afraid.

I also asked to make a complaint but they refused to give me any contact details saying that they are the technical support and they don't deal with complaints and said to look for a way to complain on the internet.

So now I'm now here to ask for technical help but also to complain and to see if it's a standard process to have this painful experience with HP.

I now regret deeply buying a laptop from you guys 😞

Please can you help me with my technical issues but also to make a complaint?

I know that I'm just one of millions of clients that are not important to HP but maybe a miracle will happen and I get help?

[TejaswiniM]

Hi @Sylwia1950 , Welcome to HP Support Community!

If your webcam is not working on your HP Envy 17.3 inch Laptop PC with Windows 11, the issue could be related to privacy settings, drivers, or the hardware itself. Here are the steps to resolve the webcam problem:
1. Check for a Physical Shutter or Switch
Many HP Envy models have a physical mechanism to disable the camera for privacy. This is the most common reason for a camera not working.
Look for a physical switch: Check the left or right side of the laptop chassis for a small sliding switch, often with a camera icon next to it. Slide it to the opposite position.
Check for a camera shutter key: Look on your keyboard's top row (function keys: F1-F12) for a key with a webcam icon. Press it (or press Fn + the key) to toggle the camera on or off. The light above the camera should be off when the camera is on.
Check the camera lens itself: Some models have a tiny physical slider that moves a cover over the lens. Ensure it is in the open position.

2. Verify Windows 11 Privacy Settings
Windows 11 has strict privacy controls that can block camera access for certain apps.
Go to Start > Settings > Privacy & security > Camera.
Ensure Camera access is toggled On.
Ensure Let apps access your camera is toggled On.
Scroll down to "Choose which apps can access your camera" and make sure the specific apps you want to use (e.g., Camera app, Zoom, Teams) have access enabled. For desktop apps (like Zoom or a web browser), make sure Let desktop apps access your camera is toggled On.

3. Check Device Manager for the Camera
If the camera is not listed in Device Manager, the system is not detecting the hardware.
Right-click the Start button and select Device Manager.
Expand the Cameras or Imaging devices section.
If the camera is listed with a down arrow icon: Right-click it and select Enable device.
If the camera is not listed at all:
Click View in the top menu and select Show hidden devices. If it appears greyed out, uninstall it and restart your PC.
Click the Action menu and select Scan for hardware changes. This forces Windows to look for connected devices.

4. Run Hardware Diagnostics
To determine if it's a hardware issue, use HP's built-in diagnostic tools.
Restart your laptop.
Immediately press the Esc key repeatedly, then press F2 to enter the HP PC Hardware Diagnostics UEFI menu.
Go to Component Tests > Webcam and run the test.
If the test fails, it is a definitive hardware problem requiring repair or replacement.

5. Update Drivers and BIOS
If the diagnostics pass, ensure all drivers and the BIOS are current.
Use the HP Support Assistant app to check for and install all available updates.
You can also visit the HP Support website for your specific model, download the latest BIOS and camera drivers, and install them manually.

If these steps do not work, and especially if the camera is not detected in the BIOS or diagnostics, the internal camera module has likely failed and requires physical repair.

Hope this helps! Keep me posted.