Customer Service

[b-rym]

Hands down the worst customer service I've EVER encountered. Ticket #Edited.   I made the mistake of purchasing a Pavillion 16 laptop in Sept 2024. Fast forward to August 2nd 2025. I am now getting a 3FO error...boot system not found. Ran a few tests with technical support and they determined the OS crashed and was gone. 

Solution we will mail you a new OS on a flash-drive. This was told to me on Monday August 4th. Today is the 6th. Nothing. Called technical support again. Was I would have to pay for this (despite still being under warranty).

I stated Ive never received this flash-drive. I was told to check my email for the link to pay. No email...not in spam folder. He attempted 3-4 times still nothing. Suddenly he dropped the call. Called back and was told it shipped Monday the 4th. I asked for a tracking number. I was put on hold and then told we never sent this out. A different gentleman tried to send the link.

The bottom line is I am floored just how poor and half a$$ this company is. Needless to say I am sitting on close to a 1k paper weight. My attempts to convey the sense of urgency mean nothing.

Thank you HP! Well Done!

[VikramTheGreat]

Hi @b-rym,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

First, I want to say I truly understand how frustrating and exhausting this must feel for you. You’ve been without a working laptop for days, your calls and follow-ups have been met with mixed information, and it’s left you feeling like you’re sitting in front of a very expensive paperweight instead of the device you invested in. That is not the experience we want any HP customer to have.
 

I’ve reviewed your case, and our records show that the recovery USB was processed for shipment. However, unfortunately, I don’t have any tracking details in the system to confirm its current status, which I realize only adds to your frustration.

While we continue to check internally for any shipping updates, I’d like to offer you an immediate alternative, so you don’t have to wait for the physical USB drive:

HP Cloud Recovery Option

If you have access to:

• A different Windows 10 PC with internet access
• A blank 32 GB (or larger) USB flash drive

You can create your own recovery media right now:

1. On the working Windows 10 PC, go to:
   https://support.hp.com/us-en/document/c06162205
2. Download and install the HP Cloud Recovery Tool - Free download and install on Windows | Microsoft Store.
3. Insert the blank USB drive and run the tool.
4. Follow the prompts to create the recovery USB for your HP Pavilion 16-ag0000.
5. Once complete, insert the USB into your Pavilion, power on, and boot from it to reinstall the operating system.

For more help, use the link, which provides instructions on cloud recovery: HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat