Laptop STILL crashing after sending it in for repairs 3 TIMES!

[ShortDavid]

First off, I recently posted this forum with all of the out-of-the-box issues I've had with this laptop, and everything I've done to fix it. Link found here:

https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/Constant-Crashing-and-Driver-Is...

Quick Recap of Previous Post:

I got this laptop June 2018, and it has been crashing nonstop since I got it, among other minor issues. I am almost certain it is hardware related. I've done a lot to try and fix it with updating different parts of software, and nothing is working.

Now, I sent this laptop into HP Tech Support in December 2018, and it came back to me crashing. They replaced the Motherboard, and updated a bunch of software, but that didn't do anything. I sent it back again in January 2019, and again, it came back crashing (they didn't replace anything this time, only updated the same software they already updated). I sent it AGAIN later in January 2019, and AGAIN, it came back crashing (this time they replaced the memory, but suprisingly enough, it came back to me a week and a half earlier than the estimated delivery date, which leads me to believe that they didn't bother testing it, and only guessed to replace the memory without looking into the issue). It's been a little over a week since I got it back the third time, and it still crashes normally.

What really bothers me about this, is that I was told from an agent (when I called in to repair it for the third time) that this was the last time I would have to send it in to HP. He also said that if the issue still continued after sending it in for the third time, that I would then be put in contact with an "Escalation Team" (which, after doing some research, I believe is a supervisor that will try and remedy the situation). Fast forward to today, I call an agent, let him know that I've sent the laptop in three times already, and that I want to talk to an "Escalation Team". He tells me he has no idea why the previous agent would suggest that, and that my next course of action is to send my laptop into HP Tech Support again (I must also add that he made it sound like the HP Tech Support team will be much more thorough in fixing my laptop this time).

I'm REALLY fed up with how HP treats its customers right now. I understand there will always be a chance for a defective model, but it feels like HP just wants to continuosly jerk me around until my warranty for this laptop runs out and I'm SOL. I've sent it in three times, with it still crashing, and am expected to entrust HP Tech Suppport to fix it AGAIN when they haven't been able to fix it THE FIRST THREE TIMES. 

I guess, to end this off with a question, HOW ON EARTH DO I TALK TO AN ESCALATION TEAM!?

[rick-s · Accepted solution]

@ShortDavid

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information such as 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.

[ShortDavid]

Thank you Rick. I just received a private message from a support agent from the Executive Escalation Department. I will keep this forum updated with how that transaction goes.

[ShortDavid]

After a few days of messaging the agent, and providing the necessary information (my three case numbers, plus a proof of purchase, which was the first email I recieved from HP after purchasing my laptop), a replacement order was requested. According to the agent, all I need to do is send in this current laptop, and once they recieve it, HP will send me a new one (along with a 1-year warranty to go with the new laptop, just in case).

Thank you for your help Rick. I appreciate it. Though the process was long and frustrating, I'm happy that it's all over, and that this laptop issue has been resolved.