Refund Required and Support is Awful

[laptop_enjoyer1]

I have had many issues with my laptop which all stem from it "hanging" (support's terminology) which causes a cascade of problems once the hang has finished like attached peripherals no longer working until I have restarted my laptop and the laptop just crashing randomly. I have reached out to support multiple times with them having updated drivers to ones that were not publically available (this is just not acceptable? It is a basic expectation that working drivers should be available for my laptop on windows!) and it resulted in my sending off my laptop where they told me they had replaced the motherboard and that it was passing all of their tests.

This has not worked, so obviously he tests are not extensive enough because all I have installed on my laptop is: steam, spotify and discord. I should be able to download these apps on my windows gaming laptop and expect them to just work! 

After this, I contacted customer support again to try and get a refund and this was another poor experience. After I shared my issues with the orignal agent I was connected to, when I was eventually connected to presumably a human, they did not seem to have read my message to the agent specifying my problem which I assumed they would do. They then told me that my request for a refund would need ot be inspected by someone higher up, and that I should expect an email to organise our next communication. After many days of wondering where this communication was, I eventually recieved the email: 

Dear customer,
You have an open case for your Victus by HP 15.6 inch Gaming Laptop 15-fb2000 (90Q66AV) with Serial Number ... for which you have not contacted HP customer service yet Edited. In case you still need support with your consumer unit, please go to support.hp.com and select the Contact Us option. Make sure to provide your case ID to the customer service team.
If no action is taken within 1 business day, we assume you do not wish to continue with this support request and will automatically close this case.
 
Thank you for your understanding.

This is an automatically generated email, please do not reply.


Sincerely,

HP Customer Support

This was an incredibly frustrating email to recieve given that I was told to wait for an email to organise our next communication! I was unable to contact support within a day given I have a life, and now at 6:30pm having tried to contact support having finished work, it appears that I cannot contact support outside of working hours. 

What do I need to do to get my refund?! I will try and contact support again through the web chat but after last time, I do not want to. If you have not bought a laptop yet, stay away from HP! This is ridiculous. 

[Pallipurath]

Hi @laptop_enjoyer1 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that HP laptop still hangs and crashes even after motherboard replacement, and refund requests are mishandled. Support is unresponsive, giving generic emails and closing cases instead of resolving issues.

I would request you to please share me the case ID or any reference Number if you have  to investigate the issue and get it resolved.

Take care and have an amazing day!