HP SUPPORT IS USELESS!

[abbistanley]

I brought the HP Omen in January, around the 6 month mark an issue arose where the pc would backscreen and I would have to restart the pc entirely to  get it working again. Contacted Hp around the 1st month mark of this issue first happening because it went from being a once a week issue to a daily issue. I first tried contacting them through WhatsApp and was able to get to the point where I was going to send the pc off to be seen at one of HP's repair centre's. the day comes when DPD are coming to collect the pc and I am told by the DPD worker 'the box is too small', okay weird but whatever but ill contact hp and try to get them to send out a 'bigger box'. I was told wait 2-3 days someone will contact you, no response. I message them again told to wait 3 days, no response. I message again, no response. I message again I'm told to wait 3 days. NO RESPONSE. I MESSAGE ANOTHER 4 TIMES AND I AM TOLD EACH TIME ' WAIT 3 DAYS SOMEONE WILL BE IN CONTACT WITH YOU'. So I give up I ask to cancel the repair order with the WhatsApp team. they can cancel it after I beg for an hour!!!!!!! So it's cancelled the next day wanting to get my £3200 pc fixed because it is broken and NOT MY FAULT. (Seeing as I take good care of the pc, I am extra careful around it and I do not misuse it at all, £3200 is not a small amount of money) so I call them and I am told someone will call you tomorrow between 11-1pm, sure cool whatever, I wait for that call and I never get it. So I call them and after I have explained when I spoke to the HP WhatsApp team and we did all the troubleshooting we could and that did not fix the issue, I then had to sit on call for an hour whilst someone installed driver updates that I had already done once before. I am then told 'you'll get a call back tomorrow and someone will ask you if the issue is still there and if not we will see about getting it sent to a repair centre, so now we are at today I never got a 'call back' so I called myself and was told straight up no one can help you today, I WAS THEN TOLD 'You will get a call in the morning and someone will help you then' I am beyond annoyed and have had weeks of my time wasted because the support team will not listen to me and it's at the point where I no longer want my pc repaired I want it replaced because this is ridiculous that I have to put up with this for paying for a faulty product. 

I feel like I am being messed around until my warranty is over so they no longer HAVE to legally do anything, I no longer trust HP and feel as if I have wasted thousand of pounds of my money on a faulty product that they do not want to fix. If anyone has has a terrible experience with hp support it would be nice to know seeing as it's been weeks now and being all nice and understanding has gotten me nowhere.

[Prométhée]

hi

Sorry for this misadventure!
Can you tell me, if you are in the European Union, and if you buy elsewhere than the hp computer store, less than two years old?

[abbistanley]

Hi there,

I am within the UK and I brought the pc from the online HP store and I brought the pc on January 17th 2022.

I hope this helps.

Thanks 

[Prométhée]

Too bad, because more complicated in this case!
you could have asked the dealer directly
since hp is manufacturer and reseller in this case, it changes everything

• Consumer legal guarantee

Wait a bit, I can't do anything to help you, but I'm flagging the thread..
I do not promise anything but an hp agent may contact you

[abbistanley]

Thank you for your help.

[Prométhée]

I don't know how long it may take, but know that my request has been answered..
I hope it will work out for you

[abbistanley]

Thank you!