Support cases being closed with no help, no resolution, no communication

[carvercchl]

I've been trying to get support for an Elitebook 860 G11 that had its USB-C ports stop working. Laptop was brand new, fully updated, and the USB-C ports stopped working to even charge it with the original charger. Warranty still has 8 months and 20 days.

After struggling between 2+ hours on hold when calling in, and 2+ hour wait to connect on the Customer Support Chat, I finally got a case opened with HP that said a box to ship it to a service center is being sent out. That box never came, and the support case was closed with no notes, no resolution, no email, no communication at all.

When trying to get info and status about this case, a new case was opened instead when I finally managed to get connected to someone on the Customer Support Chat, the "HP Copilot Tech Agent" so I'm pretty sure this wasn't even an actual person, where I was given a different support number to call and a Service Order number to check the status.

I have not been able to get connected with someone to talk with on the Customer Support Chat at all besides the one time I talked to chatbot. I've waited well over at least an hour on the multiple attempts to try and get any response from the support chat, just for the system to time out and say that I left the chat. I have a screenshot of the most recent attempt, and the chat transcript saved where it shows I connected, the system automated messages, then a message from me a few minutes after with case details, then another message 20 minutes after that, and then chat was disconnected 20 minutes from that point. So approximately waiting 40+ minutes in the chat for no response and for HP to cut the connection due to inactivity. During this time, I've also been on hold on the phone for an hour waiting to talk to someone, before the automated voice simply said that no one is available and to call back later before ending the call.

What gives? Why does HP "Customer Support" close support cases with no notes or resolution? Why is there not any area or field on the support cases or support page to make notes, and/or even track any communication? Not even anything noted on the email notifications; the only emails I've gotten on this are the standard automated "case has been opened" and "case has been closed" emails.