Last month I purchased an Omen 15-5000na from a local reseller. The unit I got, out of the box, was registering "ghost" touches around the bottom left corner of the screen, which other customers are also reporting, and was sent for RMA the next day. The "service" took 2 weeks during which I spoke with several people - from the local reseller guys to the regional service center manager, trying to understand how is it possible HP to care so less for customers paying 1500 Euro for a top of the line laptop, and the only response I got is that this is the actual HP customer care policy and nothing can be done. I even asked if I can pay for a premium service - I am a long-time Dell user and I am very satisfied with their "Next Day On-Site Warranty Service", but I was told there is no such thing in HP and the only "premium" I can get is to extend my warranty, which is bull**bleep** in the first place.
Anyway, after I received my replacement it looked like everything is OK with it... until I had to copy my backup data from my NAS. I realised the integrated Intel 7260 Wireless-N adapter is constantly dropping the connection and can't sustain neither the signal strenght, nor anything more than about 100 mbps connection speed. I own one of the fastest home wi-fi routers on the market - the TP-Link Archer C8, and my workstation is no more than 3 meters away from it in the same room.
I am an IT specialist and was dealing with system and network support for more than 10 years - everything is set-up and working without a hinch. Except for the brand new HP - it can't get more than 3 MB/s LAN speed and the WAN is capped to less than a 1/3rd of my actuall Internet speed, while all other clients max-out both the LAN and the WAN, including a 5 year old Nokia N8.
My Windows is up to date, all the drivers are the latest versions and everything is set-up. I removed, reinstalled, repaired, swapped different versions - both HP and Intel drivers, I read through numerous forums and tried every possible "solution" suggested, with no effect. Currently I'm using a 6 year old D-Link DWA-140 Range Booster USB adapter and I am again able to max-out my connection.
I am now facing the tough decission to just return the second unit, get my money back and never look at HP again, or wait the "standard" 30 day RMA period to get my wi-fi adapter fixed, staying for the second time in a month without a personal computer and not being able to do my job. This is absolutely unacceptable!
What do you think, HP? Is this the right way to care for your customers, buying your "premium" products?
I want a SOLUTION right now! Not getting spinned around your endless "support" bull**bleep** where you just transfer the responisibility to another person on your corporate chain without anybody actually doing anything to help resolve my problem and bring back my trust in your brand.
Otherwise, I'll go for my option A and doing so I'll make sure I let all my aquaintances know - both personal and corporate - to never buy a HP product ever again!
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