Fan noise

[johnh1967]

Yes, I understand the content of the message, I speak Spanish - when I said I didn't quite understand it, I meant I didn't understand why they weren't offering any help. They didn't comment on my ticket at all - just closed the case with that message. It's like they didn't look at it at all. Surely if they're going to close a case they should explain why?

[Nirvana_95]

Hi @johnh1967

Welcome to the HP Support Community. I'd like to help!  

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details). 

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

Thank you for visiting the HP Support Community. 

[johnh1967]

So far, the response to my query from official HP sources has been totally unhelpful. To sum up:

24 Aug - I start this post.

10 Sep - Nirvana_95 (private message) says my case has been escalated to HP's Support Team and I will get a response in 2-4 business days.

4 Oct - I write to Nirvana_95 (private message) saying that I've heard nothing.

6 Oct - I receive a private message from a different HP representative, Anand_Andy, asking for a link to this public post.

10 Oct - I send Anand_Andy (private message) the link.

14 Oct - I ask Anand_Andy (private message) if there is any response.

22 Oct - I again ask Anand_Andy (private message) if there is any response.

It's now 27 Oct and I've heard nothing from anyone.

In the meantime, back near the beginning of all this, I also raised a ticket with HP Support (Bolivia). Within a few hours, it was closed with no explanation. I raised a second ticket asking for details on why the first one had been closed. The second ticket was also closed with no explanation.

And that's where things stand as of today. Doesn't say much for HP's support process, does it? If anyone from HP is out there, could they please let me know what's going on? If you can't do anything (even though my notebook is under guarantee), then I would prefer you just say so. Then, at least, I wouldn't have to spend time sending information to people who don't reply. Ideally, though, since my notebook is under guarantee, is there anything you can do to help?

[johnh1967]

Dear @Nirvana_95 and @Anand_Andy, do you have any updates on what is happening with my request for support?

Thanks,

John