Trying to exchange my new HP laptop for a smaller model

[TXgirl1540]

Hi HP,

I have a brand new HP laptop that is too large and I have been trying to exchange it with customer service for over 2 weeks to no avail.  I write this as I am waiting on hold for customer service for 25 minutes for the 3rd time this week. This experience has been nothing short of miserable.

I have been a loyal HP customer for over 15 years and never have I had such a horrendous experience getting help. I was looking to buy from BestBuy, but my dad, a loyal HP employee, convinced me to buy from the HP.com store and I cannot say I would ever recommend it again. At BestBuy or any other retailer, especially during the pandemic AND the holidays, there are no restocking fees - especially when exchanging for a more expensive laptop!

I was then told after my purchase and review of my purchase agreement that the laptop I ordered is not returnable even though I already have the return label. I would like to complete the exchange and upgrade to a smaller, more powerful laptop but despite the call extension for "exchanges" this seems like an impossible feat. I have been waiting for HP to call me back for 3 days - they leave no call back number!

This is my 9th call and 4th hour trying to work with customer service not to mention chains of emails. Happy to provide a timeline of my failed attempts to resolve my open order request.

Can someone here please help me complete my exchange for the HP Envy 13t or should I convert to Dell or Lenovo forever? 

NOTE TO POTENTIAL BUYERS: BEWARE OF THE HP.COM CUSTOMER SERVICE!!!!

Sincerely,

A very disgruntled, likely no longer loyal, HP customer

[The_Fossette]

@TXgirl1540

Welcome to the HP Support Community. 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (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.