Need to know where to file a complaint

[ABLisa]

***UPDATE***

I'd like to think of myself at "tech-savvy".  However, I am not.  That being said, I also can admit when I'm wrong.  This issue with the 2 units I purchased had nothing to do with the machine itself.  The issue was the difference between 2.4 and 5G.  My machine is now connected to the WiFi and is working perfectly.  I want to extend my most sincere apology to the HP staff that has assisted me.  Thank you for your patience and understanding!  THIS is the reason I continue to be an HP customer.  I am leaving my original post up so that perhaps someone can benefit from my lack of knowledge!

I purchased an HP Pavilion on 8/14/23. One of it's selling points was it was both wifi and bluetooth capable.  The WiFi definitely did not work.  And I didn't have it long enough to check the bluetooth function.  I joined a chat with a technician who did all he could to get the wifi to work.  He checked settings, he adjusted settings, he checked drivers, uninstalled drivers, reinstalled drivers, reset the machine and then had me to a Cloud Recover flash drive.  None of it worked.  I rejoined a chat and got another technician.  Same thing as far as trying all the options and again, the wifi would not connect.  I packaged up the machine and sent it back.  I ordered a different HP computer, an Envy this time, and unfortunately, the exact same thing.  No wifi.  Two more technicians later doing the same things, checking the same things, resetting, uninstalling, installing and still.....nothing.  By the 4th technician, the time between responses was absolutely ridiculous!!  Now, I am incredibly frustrated.  I have lost almost 3 days worth of work.  Mind you this machine is for my business and NOTHING was accomplished.  At one point I asked a technician after SEVERAL minutes of waiting for a response, "Hello"....and I immediately received "We're working on it".    I was very polite and respectful!  When I FINALLY received a follow up call on Tuesday 9/5/23, the gentleman stated he would call me on 9/6/23 at "9am sharp" and to "not worry, there is no issue big enough that cannot be fixed".  I did NOT receive that phone call!  Instead, I received my 4th or 5th email stating they could not reach me and only received my voice mail.  Those emails are blatant lies.  At no time did EITHER of my phones ring, nor did I have any missed calls, nor any voicemails!!!  The last email stated they would AGAIN call me between 9am & 9:30 Mountain time on 9/7/23, today, and again, neither of my phones have rang!!!!  It is now 10:15am.  

I've been a long time HP customer and I am extremely disappointed!  I have hardwired the current system through an ethernet cable and it’s fine!  However, I paid a lot of money for this system, and I expect it to work properly!!  That includes the WiFi and the Bluetooth.  And unfortunately, it is not!  It now appears the bluetooth is having some issues as well.  There is no smooth mouse movement and the keyboard is unresponsive.  I've replaced batteries in my both the  keyboard & the mouse and it is very "glitchy".   I will more than likely be sending this machine back and purchasing a different computer from a different manufacturer!!  In the interim, I need to know how and where to file a complaint up the chain!  Not just to a HP forum!  Thank you!

Respectfully,

Lisa

[Irwin6]

Hi @ABLisa,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Printer.

Please follow the steps below to connect your printer to the network.

Before you start, make sure the router is set to 2.4Ghz bandwidth as the most of the printers do not work if the router is dual band and is set to 5GHz bandwidth.

1) Uninstall the HP smart app, Restart the printer and the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[ABLisa]

Please read my update above!  Irwin6, thank you for your assistance!  I sincerely apologize for the snarky tone in the message below!!

Hello Irwin6.  The same issue continues to rear it's head!  You clearly did NOT read my post!  This issue is NOT with my printer!  This issue is that my HP DESKTOP COMPUTER will not connect to WiFi, even though it clearly states that the machine is BOTH WiFi and bluetooth capable!!

[Irwin6]

Hi @ABLisa,

I am sorry for the confusion and as you are planing to return the PC back.

This issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support