How to escalate complaint/service request

[UpsetEducator]

I purchase an ENVY x360 notebook with a 3-year warranty and it is coming up on running out (14 days left). Back in MAY (it's now July), I reached out to customer support because my fan received a critical failure error, the unit was overheating, and I gather that something inside the computer was damaged because the speed of operation dropped off dramatically and the computer could no longer handle basic tasks. I went through all of the service steps with different agents who tried to troubleshoot what was happening. One technician tried installing drivers, which froze the whole system; he then quit the help session and just... left. One technician said we needed to erase the entire computer to fix it and that I should back up my device. The problem here is that the computer is now so slow that I can't move files onto an external drive because it doesn't have enough capacity to handle copying files. Eventually I was told to ship in the computer for repairs and sent the packaging to send it off. I connected with a supervisor who said they would do their best to make sure the computer was not erased to protect my data. 

Well, the computer came back a few days later and the issue was not resolved. The critical fan error was still there and the computer was too slow to handle basic tasks. I reached out to customer service and they told me to wait 1-2 weeks to see if the issue resolved itself. (hint: it didn't).

I got too busy to follow up until this past week and started trying to initiate the repairs needed on my computer. The first person I connected with at 7:10pm took 5 minutes to answer between each message so the entire encounter took nearly an hour, and then at 7:58 pm they told me to restart my computer (live chat support ends at 8:00pm) so my support was ended with nothing accomplished. We tried installing drivers & updates when I spoke to an agent the next day, which froze my computer and did not accomplish the needed repair. When I reached out the next day, the person I connected with immediately said I should wait 24-48 hours to see if the issue resolved itself. I'm really confused as to why there is so much insistence on waiting to see if the issue resolves itself when we have a known fan error and a computer that is not functioning properly. It is beginning to feel like there is an issue that can't be repaired and so I am being given the run-around until my warranty expires. How do I get this issue escalated to someone who is actually going to help me resolve the issue and/or get my computer actually repaired or replaced?

[VikramTheGreat]

Hi @UpsetEducator,

Welcome to the HP support community.

Thank you for letting me know the issue. To help you better, I would request you to please share the Case number or CSO or the Escalation Complaint number so I can check and help.

The issue you are facing is related to a HDD or SSD, if the device in warrnty we can pick the unit for repair, however to fix your issue we have to wipe out the data and HP will not backup anything, So I would request you to back data with the help of any technician and let us know so we can help get it cleaned completely and fixed.
 

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