Not getting required technical support from “HP Singapore”

[Htester]

I would like to feedback that I am receiving very very poor after sales support for my HP 17g-cr3002tx laptop.
I am in need of technical support now.

I have HP Case Number with CRM from one HP whatsapp support.
My new HP 17g laptop have issues after one week of using it. It encountered hangup issues and sometimes no boot device found and screen blackout but was able to connect external monitor that show Windows 10 able to boot to desktop.
Inspite of my following effort by:
1) email on 22 June 2020,
2) 4 sessions whatsapp chats from 24 June. But yesterday and today Whatsapp HP Support did not reply me at all when I message in!
3) 2 times of phone call(26 June and 1 July)

There is no progress of receiving actual support to solve my laptop issue.
My 26 June phone call to HP Singapore (phone number 6727 5300) where I was told that they need to check for part availability and they will get back to me. For past few day, no one call or email me to update me. Today, 1st July, I called back HP support Singapore and was told that there was no update.
My goodness, it's already a world with internet and email, how come for the past few working days and parts availability cannot be known? Isn't HP using any network or database system?
To my surprise, the “HP Singapore” support told me that the HP Singapore phone support is diverted to Bangalore in India.

For your information,  I am getting better Intel support because one of the issue was related to Intel PCIe NVME SSD used in this HP 17g laptop. I can show you the way they support me was superb!

Can someone advise where can I get HP Support that can really provide the support that I need?

[Riddle_Decipher]

@Htester I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[Htester]

Below is an extract of emails support by Intel.

If this was the support from "HP Singapore" then it would be good.

This Intel support could have ignored me and tell me to look for HP since I did not buy Intel SSD directly from Intel.

Good customer service and pro-active follow up by Intel. Very professional.

This is a kind of Customer First attitude. Nice one Intel !

========================== Replied by Intel on 22 June 2020 ================================

Greetings from Intel® Customer Support!

I am sending this message in regard to your chat earlier where you reported an HP laptop that hangs. To better assist you in checking if the drive is working properly, we will need to get the SMART log of the drive through Intel SSD Toolbox.

When running the SSD Toolbox, go to the main page, click on the "Export" button located in the lower right portion beside the "Refresh" button. Save the file and send to us.

Please let us know if you have any questions. With the information that I requested; you might need additional time to collate them. I will contact you again on June 24, 2020. Let me know if you have any preferred date and time for your follow-ups so that I can schedule it according to your preference. Thank you for your time and have a great day!

Best regards,
xxx
Intel Customer Support Technician

==========================================================

---------------------------------Replied by Intel on 23 June 2020 -------------------------------------------------

Thank you for your reply and in sharing additional details. I appreciate all your efforts. Based on the testing results that you shared, the problem is inclining to a defective drive. The SMART log also showed that the firmware is up to date. 

We have one suggestion that we would like you to do which is to perform a secure erase. This will erase everything in your hard drive so make sure to save all your files to another storage drive. You can check the link below for more information on how to perform secure erase.

When to Run a Low-Level Format or Secure Erase on Intel® Solid State Drives and Tools to Use
https://www.intel.com/content/www/us/en/support/articles/000006198/memory-and-storage.html

If your continue to experience issue after doing a secure erase or if you are unable to complete it, let us know so that we can replace it.

Since the drive is just new, you can also have the option to go back to your reseller and ask for a replacement drive. Let me know if you prefer to get the warranty from your store or from us.

I will look forward to your reply. Same as my last message I will send a follow-up message after two business days in case we don’t hear a reply from you.

Best regards,
xxx
Intel Customer Support Technician

----------------------------------------------------------------------------------

+++++++++++++++++++++Replied on 24 June 2020 by Intel ++++++++++++++++++++++++++++++++++++++

Good afternoon! With the replacement process, Intel will get the drive from you then we will send the replacement. We will send you prepaid return documents so that you can send the drive without paying the shipping fee. The replacement process usually take two weeks. If you want to Intel to replace the drive, I will be glad to submit a replacement order for you.

Are you able to perform secure erase? Did talk to HP about the warranty? Let me know if you need further assistance from us. I will look forward to your reply. I will send a follow-up message after two business days in case we don’t hear a reply from you. Thank you and have a great day!

Best regards,
xxx
Intel Customer Support Technician

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

########################Replied on 25 June 2020 by Intel ###############################

Good afternoon! Thank you for your reply and in sharing more details. The SSD needs to be replaced so that you can have a stable system. 

We support countries from Asia Pacific and yours is included. We will send you a set of return documents that is appropriate for your country. You don’t need to provide us any documents, not even the proof of purchase of the laptop since you have already provided the ISN of the SSD that that is enough for us.

Regarding the opening of your laptop and replacing the SSD, you must talk to HP to check if that will void your warranty. We do not have any problem replacing your SSD but you may lose warranty if you don’t check with HP about opening and replacing parts in your laptop. 

Please get confirmation from HP first and let us know the options that they can offer to you. I will look forward to your reply. I will send a follow-up message after two business days in case we don’t hear a reply from you. This is to ensure that your ticket is always update and not left behind. Thank you and have a great day!

Best regards,
xxx
Intel Customer Support Technician

#######################################################

+++++++++++++++++++++++Replied on 29 June 2020 ++++++++++++++++++++++++++++++++++++

Good morning! I am re-sending this message in case you missed the first one. Thank you for your reply and in sharing more details the other day. The SSD needs to be replaced so that you can have a stable system. 

We support countries from Asia Pacific and yours is included. We will send you a set of return documents that is appropriate for your country. You don’t need to provide us any documents, not even the proof of purchase of the laptop since you have already provided the ISN of the SSD that that is enough for us.

Regarding the opening of your laptop and replacing the SSD, you must talk to HP to check if that will void your warranty. We do not have any problem replacing your SSD but you may lose warranty if you don’t check with HP about opening and replacing parts in your laptop. 

Please get confirmation from HP first and let us know the options that they can offer to you. I will look forward to your reply. I will send a follow-up message after two business days in case we don’t hear a reply from you. This is to ensure that your ticket is always update and not left behind. Thank you and have a great day!

Best regards,
xxx
Intel Customer Support Technician

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

===========================Replied on 1 July 2020 by Intel ===============================

Good morning! I am sending another follow-up email. Thank you for your reply and in sharing more details the other day. The SSD needs to be replaced so that you can have a stable system. 

We support countries from Asia Pacific and yours is included. We will send you a set of return documents that is appropriate for your country. You don’t need to provide us any documents, not even the proof of purchase of the laptop since you have already provided the ISN of the SSD that that is enough for us.

Regarding the opening of your laptop and replacing the SSD, you must talk to HP to check if that will void your warranty. We do not have any problem replacing your SSD but you may lose warranty if you don’t check with HP about opening and replacing parts in your laptop. 

Please get confirmation from HP first and let us know the options that they can offer to you. I will look forward to your reply. I will send a follow-up message after two business days in case we don’t hear a reply from you. This is to ensure that your ticket is always update and not left behind. Thank you and have a great day!

Best regards,
xxx
Intel Customer Support Technician

==========================================================

[Htester]

See attached screen capture.

This is the kind of very bad support I am getting support on the Whatapps HP Support.

Whatapps HP Support not replying on 30 June, Tuesday.

Whatapps HP Support not replying on 1 July, Wednesday.

There was no sense of urgency to update customer! Horrible, only customer's dissatisfaction!