Customer Service

[saherring]

Random edge browsers open up at random and subsequently open hundreds of tabs across the top of the browser. Cannot type anything into search without other programs and menus opening up instead. All sorts of apps and menus open when I try to type anything into any program or browser. Did a complete reset that failed to correct the problem. Finally talked to an agent. She confirmed that I still have some warranty. She eventually had me download HP cloud reset file on thumb drive.  It took some time to download so, since we had been talking for over 2 hours, she told me to call back and they would assist me in resetting the computer with the HP app.  She said if that did not work I could ship it back to HP for repair or replacement. So after spending over 10 hours total on chat/phone when I called they flatly refused to help me unless I paid for the service. HP is just like Comcast/Xfinity. Everyone you talk to gives you a difference story.

[zoey7886]

@saherring, Welcome to the HP Support Community!   

Thanks for reaching out about your query regarding your laptop!  

We're thrilled to have the opportunity to assist you and provide a solution.   

To help me look into this properly, could you please share the previous case ID(s) via private message?  

Looking forward to your response so we can get this resolved.   

Take care, and have an amazing day!   

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!   

Regards,  

[saherring]

I sent you a private message explanation of this issue.

[saherring]

zoey7886    I sent a private message to you but instead of replying to me I continue to get the same message below thanking me for reaching out. No you did not resolve my issue and there has been no resolution to suit me.

[Garp_senchau]

Hey @saherring,

Thank you for your response.

My colleague @zoey7886 is currently out, but don't worry – I’ll be taking over and making sure we get this sorted for you.

I have reviewed your private message, and for your information, the unit is still covered under the HP Operations Contractual Service. Additionally, I have escalated this issue to a higher level, and they will assist you further

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[saherring]

Since you have escalated my problem to someone for assistance I am waiting before accepting this resolution. Is someone going to call me or what?

[Kuroi_Kenshi]

Hi @saherring,

Yes, our escalation team will be reaching out to you directly. You can expect a call from them to discuss your case in detail and provide further assistance.

Thank you for your patience while we work on this for you.

Sincerely,