HP Support stalling for warranty replacement

[eworc]

Just purchased Omen Max 16 directly from HP a few weeks ago.  The Thunderbolt ports stopped working, don't show Thunderbolt Controller on Device manager/System devices.  I described the issue clearly to two support techs who essentially were on automatic pause for every little thing as if they got paid more to drag things out till people gave up looking at sluggish progress.  I even reset laptop with HP Cloud from the bios and the support guy insisted I do it all again today using the USB option...again, dragging it out.  Look at the Device Manager...no Thunderbolt Controller.  I sent videos of me plugging in USB-C devices in a good laptop, working and then into this Omen laptop, not working.  Did that get me to the solution, which is warranty replacement?  No. 

[Hawks_Eye]

Hi @eworc 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Not to worry I'll do everything I can to help get this sorted for you.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye