Horrible Laptop support

[bobmilner]

I am looking for anyone who can help me out of the "Hell" I am involved in trying to find a solution to having a laptop I can actually use.  I purchased my ProBook Laptop on July 24, 2025. In October it began to constantly freeze and require a hard shutdown. I spent hours in chat and on the phone with support running diagnostic tests (many times being interrupted because the laptop froze).On October 23, 2025 a repair engineer was dispatched to my home office via Hemmerbach to replace the motherboard. I began experiencing the same issues in November 2025. Since that time and up until March 21, 2026 I experienced this freezing failure multiple time. I spent time on chat support and phone support running tests etc. During this time period I have reset my laptop to factory settings 4 times, which required reloading the operating system and all of my software solutions.

I have now spent over 13.5 hours of my time in chats or phone calls related to this issue. My laptop has frozen more than 75 times. 

The decision was made to send another engineer tech to my home office to replace the hard drive. Here is the report from that visit. Shortly after loading the operating system and beginning to install the Microsoft suite of products the laptop began the same issuing - freezing which required a hard shutdown. I contacted Hasna the rep who I have been trying to work with and her stance is they want to send a tech out to replace the hard drive and if I don't agree to that then she will consider the case closed and close out my case. I have left her 4 voicemails, none of which she has returned. I have emailed her twice with the report from the engineer showing the hard drive was replaced and the issue began happening again. She doesn't listen or read!

My case was elevated to a supervisor Hasna NA CRT Bilingual Universal Case Manager who has been useless and provided the worst customer service I have ever experienced. 

I am frustrated beyond comprehension. I built this laptop and ordered it because my wife likes her HP laptop. I have always been a Dell XPS laptop person. Anytime I experienced an issue it was solved effectively ASAP.

I am asking at this point for one of two solutions:

1. HP send me a refurbished laptop to use and I ship this one to them for them to have whatever engineer they wish to tear it apart and if it can be repaired to where I can use then great.

or

2. Replace my laptop of refund me my purchase price and I will find a different solution for my computing needs.

I own 5 businesses and have hundreds of remote team members, I travel 2 weeks out of each month - I cannot function without a dependable working laptop solution.

I am begging for someone to assist me to a satisfactory solution with this.