HP Support is the Worst

[kaxicv]

I am incredibly frustrated with HP and their support. I noticed a problem with my touchpad back in February and initially contacted support in March. My touchpad locks and doesn't allow me to click anything. It will randomly open apps and highlight text. It took over ten minutes to receive two responses, hello and good, from the support person. I use my laptop for grad school, and when I cannot use a primary function of my laptop - it prevents me from completing my work. Since then, I have followed up with HP several times in hopes that they can put in a ticket for a laptop repair. However, HP support insists on removing and redownloading drivers multiple times, making you complete a full factory reset (which doesn't ensure all files will be saved - even if you have OneDrive), and most recently, I was told that I needed to buy a 32 GB flash drive, for $45 from HP, for them to continue with diagnosing my laptop. I have it in writing that HP places the responsibility of procuring hardware (32 GB flash drive) for them to complete their support on the consumer. I have a full factory warranty that expires in 29 days, but support told me that touchpad problems are not covered by the warranty. I asked for documentation of this, but they could not provide it. So, if the repair of my laptop is not covered, why is HP asking for me to give them money to move forward with the repair? This is so obviously a hardware problem, updating my system will not fix my touchpad! This is a rip-off. 

I will never buy anything from HP ever again. HP support is broken, and this is evidenced by the fact that there is no complaint line.

[BeemerBiker]

Here is a list of items not covered

https://support.hp.com/us-en/document/ish_1997171-1363803-16

The touchpad is only covered by the warranty if it was a defect in manufacturing.

I sympathize with you but really bad things can happen.  You might get it serviced if you speak with the right representative or complain long enough but that is a guess.  The only other advice I can offer is for you to do a cloud restore and see if the touch pad starts working.  You will need a 32gb flash for the cloud repair as there is a lot of factory software to put back into the laptop. 

Touchpads are easily damaged. Dust moved back and forth by fingers is typical but takes a while.  Damage from finger scratches are worse especially acrylic nails.

If the cloud recovery does not help then the touch pad needs to be replaced.  The parts are available and there are videos to show how to do it.  If it fails after cloud recovery then I would complain to HP and show them pictures of your trackpad and then show them the picture of the trackpad that is all broken in that warranty URL I posted earlier.  If there is no obvious damage on your trackpad there is a good passivity you can get it repaired.  Tell them you want a loaner laptop while you are waiting for repair.  Ask them where you can rent one. I doubt you will get one but they might treat you with more respect.

I can advice you with replacing the trackpad if it is out of warranty..,

In the mean time I recommend an "anywhere" Bluetooth mouse that can be used on any surface.

[kaxicv]

The touchpad is not damaged; it looks brand new. I do not have acrylics, either. I use the touchpad because I have a mobility problem when using a computer mouse. I feel the warranty link you sent would not exclude me as I have not caused damage to the laptop. It started randomly around six months after I bought it. The touchpad locks and a few keys get stuck as well. I'm unsure what I could have done to make it act that way. I treat my laptop like a baby because my (remote) academic career would fail if I did not have the laptop I do. If I were to get it repaired, a tech would be able to identify if I had caused damage, correct? Back to the cloud repair, I did not agree when purchasing the laptop to buy hardware for HP to issue a repair. Is this in the user agreement? I'm not sure why HP has placed the burden on the consumer, as not everyone has flash drives lying around. I'm stuck between a rock and a hard place because I don't have the money to buy a flash drive, and my warranty expires soon. I am a struggling Master's student. If I had $45, I would buy groceries, not a flash drive! Why can't a repair shop do this? Might they have a 32 GB flash drive they can momentarily spare?