UPDATE - Customer Service Survey Response and Help

[MKG5]

Laptop is a little over 2 years old and in extended warranty I purchased in April.  Late July it started doing automatic shutdown due to overheating.  I contacted support and during a session of trying to update bios it would not shut down.  The technician finally got it shut down and authorized sending it to repair center as only option.  After 3 weeks, it was returned with new main board, fan and base enclosure.  Within 5 hours of receiving it, it shut down automatically due to over heating - as message indicated upon start up.  After 3 more calls and additional case numbers, the bios was updated and during installation if would not turn off but stuck on black sceeen.  Technician had me drain battery and call back next day.  Bios was successfully updated and HP Assistant downloaded (it was missing when returned!!!!! and would not install).  After 3 days of use SAME auto shut down and SAME message - thermal overheating.  It is on a triple fan cooling pad, clean vents and I made sure drivers and everything was up to date.  I have tried to call today and been on hold twice over 2 hours and never connected to anyone.  I gave up at 10:10 p.m. using the direct support line which I had been told was open until 10 p.m. ET.  First, can this EVER be repaired properly?  What remedies will HP have if it cannot be?  How many times does it have to be "repaired" before I get any remedy for a laptop that is not reliable and cannot be used.  It is under warranty until next April but I do not want to continue trying to use it with constant automatic shutdowns and not ever knowing if it is going to keep working or not when I am in the middle of my work.  How can I reach someone besides standard tech help for a continuing problem that has not been fixed.   UPDATE:  laptop is returning to service center in TX after a personal call from a repair center specialist when they received my customer survey satisfaction low rating after the first repair and last week's continuing issues.  I compliment HP for following up with the survey results and getting right back to me.  That is rare with companies.  He expects it WILL be fixed so we will see and fingers crossed!  

[Nal_NR]

Hi @MKG5

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