support and escalation

[AntoJoy6]

I am looking for some escalation point of contact rather than support . Its been just 1 year 2 months only with this laptop and it went to service centre twice already, and issue still exists. 

Problem : Too much of fan noise after few minutes of usage especially when plugged it.  

I bought this laptop on 2018 Nov. (US) and usage is very much little compared to my previous ones. Right from 1st month i faced this issue of too much of unusual fan noise.  Initially problem started like that and then suddenly started bluescreen issues and laptop turned off completely. I am residding in UK from last year , reached out to the UK support for HP (July 2019) , explained all the issues clearly they arranged for shipping etc. Received my laptop back after few weeks , they did complete swipe up of all the data without proper information (i couldnt take any back up because laptop turned off completely at that point and i did mentioned about this in whatsapp chat and in notes as well along with my laptop., but its gone for a toss.  They resolved the issue of blue screen and laptop turn off but the fan noise issue exists just like before no resolution provided at all for that. 

Then i reached out to the support team again to resolve the fan noise issue again by explaining it clearly on OCT 2019 and this time i made sure to take back up and sent the laptop again. I received the laptop after few weeks  , they did mention they perform all the checks and replaced few items.  Again i need to restore the data and i thought it will be OK at this time atleast but again i got into the same issue again after all this pain.

By this time my initial warranty was about to expire and then i thought of buying extended warranty just because of all the issues i faced with this laptop  from the beginning. I reached out to the UK support they said its been purchased in US so we cant provide any details regarding extended warranty and shared the contact info for US HP support. I reached out the US HP support to acquire the extended warranty, customer service executive provided a quote for 2 years extended warranty for 

$85 etc but asking me for US credit/debit card to purchase the same. At that point i dont have any US card etc so i told them will call back with the US card details (from friend) and purchase it in few day. Then I called back again with the card details  now the problem started again, the associate said the price is around $180+ etc. I conveyed them clearly about my previous call then they checked the history and told me that associate provided wrong information and this is the price for extended warranty of HP Pavillion etc. Then after discussiing with the team they provided the support for $142 etc.  With no other option i purchased the same because i am not at all happy with the performance of this unit right from the beginning. 

I talked to one of the supervisors during that time and explained about all this issue and he told me that they could consider replacement but since am not in US they cant arrange for shipping etc.  He said he will check out on this issue personally and provide me some resolution ASAP, but till now i didnt get any resolution on this and the problem of fan noise is still exists.

If i need to contact them again then again i need to take the back up and go through all the pain again and really hopless whether they will solve the issue still... 

Its been one of the worst experience with the HP product , i did use few hp products before but didnt face thse kind of issues..  We buy products from HP by believing that we will get universal support but surprised to hear that they cant do alternate arrangement because am not in the same country of purchase. Really disappointed and frusted right from the beginning of this purchase.  Surprisingly the quality of service also very poor, even after sending the unit twice they couldnt resolve the original issue mentioned.  Am facing too much fan noise if its plugged and less noise when its not plugged so currently am not able to use the laptop when its plugged.  so I need to restrict my self to work on this laptop only when its not plugged then recharge fully and use it again. 

To summarize over all, 

Laptop Fan noise issue not resolved even after two service

Worst experiece while purchasing extended warranty 

Not proper response for support and replacement saying that they cant provide out of country shipping support. 

At this point am really looking for some escalation to resolve this issue. Its been really one of the worst and unhappy purchase.  I spent amount to purhcase this and now on top of that alsmot 30% of amount to purchase extended warranty as well and not sure whether it will be really helpful. 

I can share more details about serial number etc if some one reach out to me to resolve this issue. 

My contact info : joytuty@gmail.com

Ph : +44 74404 90943 

[Riddle_Decipher]

@AntoJoy6 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

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

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