Complaint and a waste of time

[LucyBugler]

I recently bought a laptop from HP, and from the moment I bought it had mouse issues.

i have since raised a case with HP, the first starting in September. I then raised another case mid September as the issue was ongoing. 

since that day, I have been on the phone to them every single day regarding the laptop. The mouse doesn’t immidediatly appear on screen and the touchscreen doesn’t work. To regain the function I have to shut the laptop down 5/6 times before it comes back. Once it’s working, it will freeze and the mouse will then disappear. Sometimes the mouse just disappears on its own.

HP has made me do 1000 updates on a brand new laptop, hard reset it redownload windows etc and it’s still not working, a complete waste of time as why would a new laptop need all of this?

I have told them it needs to be looked at. They said to me on Monday that someone will pick it up on Thursday. I call them Wednesday and they have no record that the laptop needs repairing. I ask them when they are planning on sorting it and the response was we don’t know.

sorry what do you mean you don’t know when you are going to fix an £800 brand new laptop?

I have been very patient through this whole project but I am now left with no choice but to complain and potentially start a charge back on my card. HP has caused me nothing but stress in my final year of university, in which I bought the laptop to help me model. I now have a dissertation that needs to be handed in with no working laptop, and if it does get repaired HP have no plans to replace the laptop and it could be gone for up to 4 weeks (20 working days). 

I am so disappointed in Hp and I have not gotten anywhere on the phone with them. I wish I had bought a different laptop which has not caused all this waste of time.

[BeemerBiker · Accepted solution]

This link shows how to get warranty information.
Click here to read how to dispute a warranty.
Click here for: Rights in the UK

Does the laptop pass UEFI diagnostics? If not, then there is a hardware problems that is likely under warranty.

HP releases newer UEFI diagnostics periodically.
When you select F2 during boot you are requesting UEFI diagnostics.
There is an updated diagnostics package Click Here
Look for the phrase 'issues outside the OS',
Expand the'+'symbol and click the DOWNLOAD button.
The version of the UEFI diagnostics is shown at the left of that DOWNLOAD button.
When you press F2 to run diagnostics please ensure the version is the new one.

Let me know what you find out.

[LucyBugler]

Thanks so much for your reply! 
I only got half way through the mouse test before the mouse pointer froze. Will keep trying but at a loss on what to do. After I exited the f2 program and the laptop booted up again, the mouse pointer was completely gone from the screen and had no touchscreen input. Had to shut laptop down again. 

[Deanna1962]

I have an issue going on with HP currently.  I filed a BBB complaint.  After speaking to an HP Instant Ink technician and allowing remote access, my computer started being hacked.  I filed a complaint.  I was contacted one time and missed the call and now I've sent screen prints of everything that was done and I'm getting no replies.  They have 3-4 business days to reply.  They took my computer with 256 GB and took it down to 3.55 GB trying to crash it.  I then bought a new computer online from Walmart.  I was informed there would be a delay so I cancelled it and was refunded.  I went to the local Walmart store and bought a computer in person.  The issue was resolved.  I set up my new computer and there was a Windows.old file downloaded on to it with all the hacking from the first computer.  While that was going on, I then received the computer I cancelled and refunded 22 days after receiving it.  I had to pay myself to ship it back because they said they would give me a refund and sent me an email with a RMA (Refund Merchandise Authorization) and a second email that allegedly had a label but no label would print.  MY POINT IS THIS:  I have learned whether HP, Walmart, or whomever they are trained to give you the runaround.  They do not want ANY returns if they can help it.  If something is wrong, they want the consumer to eat the cost.  They are literally TRAINED to give you the runaround hoping you'll give up in the interim.  We took the computer to Walmart and I admit I rarely if ever return anything.  They could not accept it because I had been refunded.  My online account said to return it in 7 days. It said "return refunded item."  So I brought it home and called and was told if I wasn't recharged in 7 days I could "keep it, donate it, or throw it away" which is a standard policy for most big companies.  I was recharged instead.  These companies are TRAINED to block all refunds or damaged items and instead put the consumer on a wild goose chase.  It's not different than businesses who are trained to "kill the claim" as a lawyer told me due to a claim I had.  He said quite flatly "If businesses paid all claims, accepted all damaged or nonworking items, etc. they'd go out of business due to the cost."  He said that "All businesses are set up to do business, sell items, or whatever their business is and "kill all claims" which is the same as "kill/deny all refunds and damaged items."  They know that for every x number of items produced some will be damaged.  They know for every x number of employees hired, some will fall and get hurt or start conflict or whatever."  The cost is too high and so the ONLY thing you can actually do is buy something and really do you research ahead of time.  Some businesses, of course, will pay a few claims and return a few items but all in all they are set up to not do refunds, not do repairs, and not pay claims and so they accept a handful and refuse the rest.  Otherwise, all their revenue would be spent on refunds, damaged items, and claims.  They have an "allowance" and once they meet their monthly allowance, quota, or whatever, they work hard to deny the rest.  If you need to return something, file a claim or otherwise, do so as soon as possible, be as pleasant as possible because any frustration on your end (although more than understandable) will immediately put you on the "do not refund and/or do not pay claim" list.  It's true.