HP Spectre laptop Keyboard issue

[PS2026]

Some of keys on my laptop keyboard randomly stops working. I had to press very hard or hit it multiple times to make it work. I opened a case and contacted the agent. The agent did bios update by connecting remotely and also checked all software versions are current. Also reinstalled the keyboard drivers. when restarted got disconnected.

Restarted the chat and another agent came online. This agent wanted to do a video call to see the issue. The agent will not call. I had to hold the phone on one hand to show the video and another hand to demostrate the issue. The agent ran some diagnostic test and chat got disconnected.

Like this in one day, I had to contact four agents and each one wanted to do different things. I just want to send my laptop under warranty to the service location and get it repaired. They are dodging the issue and not providing real support.

The chat box also gets disconnected frequently and every time need to re start. It is really frustraing beyond any point. How do I escalate this issue

[VikramTheGreat]

Hi @PS2026,

Welcome to the HP support community.
 

I completely understand how difficult and exhausting it must be to repeat yourself over and over, juggle video calls with one hand, and still not have your issue resolved. You deserve a smooth, respectful, and effective support experience—and I’m truly sorry that’s not what you’ve received so far.

To help you better, please share the case numbers that you acquired with the chat team, so I can try to check the details and can help or do share the PC details in a Private message; never share your details in public.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support