*****Terrible Customer Support experience*****

[MrMasterMimi]

So, this is a lot of information, and it may not all make sense. I'm extremely dissatisfied with the customer support, such that my next laptop will most certainly not be an HP. 

I have bought over $5,000 worth of HP products, and I had no troubles provided I didn't have to deal with customer service. A couple months ago, I sent in a HP x2 laptop/tablet because it's detachable keyboard had a broken ''r' key. It literally took almost a month for me to get my mother's laptop back. It was a detachable keyboard for a product that was still on the market.

Around the time I purchased my mother's X2, I bought an Envy 15 X360 with the brand new Ryzen 7 2700u. Right out of the box, I was presented with a black screen (mentioned in a previous post). The issue resolved itself with a bios update. Unfortunately, I updated the bios again and I had the issue with the black screen-worse than before. It occured more frequently. Then, the fan started making a really loud screeching sound and I got scared, and the computers ram usage was at 80% when ideling. I called support and they sent me a box to send it in. So, I sent it in. 

I sent the laptop out for repairs, and was given about 7 days for an estimated repair time. I'm a college student, so being without a device that has already been integrated into my daily life for any amount of time would be difficult. Today, 3 days before the ETA, I got a text saying that it was delayed-adding about 3 weeks to the repair time. The text I received is the following: 

"Your HP Service Order (censored for privacy) is delayed and repair ETA is 2018/11/09. Please contact HP at 1-800-HP-INVENT if the delay isn't acceptable. Check order status at www.hp.com/repair. "

My stomach fell down to my knees. I can not wait this long for my laptop to come back to me. So, the first thing I did was called that number. The automated message said "We're sorry, we cannot connect you to this call" or something and hung up. I called again multiple times with the same result. Then, I called the number for technical support. 

The first agent I called was useless. All he told me was that the laptop was delayed because they needed to order more parts. I said ok, and disconnected. I then looked back at that message texted to me.

"Please contact HP .... If the delay is unacceptable". 

I wasn't happy with the support I received, so I called back. I explained the situation and told him that the delay wouldn't work for me. I'm an IT student without a laptop. I told him that the delay was until the 9th of November, and he told me that "it's ok". I was livid. I called you to tell you that the delay was not ok, and you tell me that it's ok.

I didn't pay for premium support to be told when my situation is ok. I didn't pay for premium support to get delayed 2 and a half weeks without an option. I didn't pay for premium support to get a phone number to call that didn't work. 

I honestly don't want this laptop anymore. It doesn't work. And I can't afford a new one. I spent $1,000 dollars on the laptop and the 3 year warranty. I am a full time student, barely able to afford the food I eat as I drown in student debt. 

Now, what really angered me is this.

I was browsing the forms, and someone posted a reply with information about AMD processors and loud fan nosies. Apparently, this issue is a known issue that possibly occurred with a Windows update. I don't know how the technical support works, however, I'm sure that they could have put 2 and 2 together to suggest that fix. Unfortunately, I can't try to troubleshoot the issue as the laptop is somewhere in Texas, not being touched by repair technicians. 

The laptop model is less than 6 months old, and I'm already having issues with it. It's absence is affecting my class performance.

I want to speak with someone who can help me. I'm young, and can spend a lot of years buying more HP products if I can get this situation fixed. Please, anyone from HP, please contact me so I know that I'm a valued customer. 

[Cheron-Z]

@MrMasterMimi

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 (serial numbers and case details).

If you are unfamiliar with how the Support Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.