I need help with my HP laptop - 6 days dealing with 8 different support people - laptop is now worse

[bcavallero]

Two weeks ago I discovered that there was only 10 GB of storage left on my laptop. I found out that "One Drive" had created 4 backup folders on my laptop, which was taking up over 350GB of space. Since I didn't know if I could delete these folders, I decided to download all of the folders onto a flash drive. That's when I found out that the 2 USB ports, which are located on the left side of my laptop, were not working. However, the USB port on the right side was working, because that is where my mouse's receiver is plugged in, and my mouse was working. I then contacted HP support to see about getting my USB ports fixed. After 2 hours of a support person remotely looking into my laptop, he told me that he couldn't fix the problem and he gave me a number to call. But, the call would cost me and since my laptop is still under warranty, I didn't understand why I had to pay to get it fixed. So, I contacted a different support person. This person also worked on my computer remotely, and after almost 3 hours, he rendered my laptop totally inoperable. None of the USB ports worked, my mouse didn't work, my keyboard didn't work. I finally found a phone number and called, but the virtual operator couldn't understand what I wanted and I was disconnected. I called a different number, and was placed on hold for over an hour. I finally hung up. I then was able to contact another support person, who, after 3 hours, was able to get my keyboard functioning, but didn't know how to free up storage space on my computer. He instructed me to contact HP and set up "Smart Friend". After paying over $50.00 for a month of "Smart Friend", I was connected with a support person, who assured me that he could free up storage space on my laptop. He remotely installed a piece of software and activated a program which was supposed to free up the storage space that "One Drive" had taken. He told me it would take 30 - 60 minutes. He then hung up. Two hours later, the program was still running, so I contacted HP support yet again. I was connect with yet another support person, who stopped the program that was running on my laptop and restarted and he said that it would take several hours to complete the process. Twelve hours later, the program had stopped running, but now I have about 6 GB of storage left on my laptop. I can''t download any Windows updates because there''s no room on my hard drive.  BTW - all of this took place over a 6-day period. I was placed on hold numerous times. In the past 3 days, I've had about 6 hours of sleep because I've been working with all these different support people. I'm so frazzled now that I can't even think straight. I don't know what to do.  I just want my laptop fixed. I need my mouse back because I find it very difficult to work with that center thing (sorry, I don't even know what it's called). Can someone help me? Or, at least steer me in the right direction? Also, why aren't any of the support people from the United States? Every support person that I talked to had an accent that sounded like they were from India. I don't have anything against India, the support people were very kind and patient, but, it seems like they didn't know what they were doing. My laptop is worse now than it was before I even contacted HP.

[Dragon-Fur]

@bcavallero 

Welcome to the HP English Community --

First and foremost - When you submit your online case to HP Support for in-Warranty repair and the case is accepted, only then are you issued an HP case number -- Contact information for your region is displayed on your screen.

HP Support does NOT free-post phone numbers on the Internet.

I have notified our Moderator team of your situation.

I don't like the sound of any of it -- 

What if?

Dragon Opinion

Having let strangers into your computer can mean whatever is (was?) on the computer is perhaps compromised.  This would include network information, private files and data, pictures, "everything" not locked behind strong encryption.

Change your network password, change any passwords that were used, mentioned, saved up on that system.

If you have questions about OneDrive, contact Microsoft -- OneDrive is Microsoft software.

What?

Microsoft does not farm out support for their software to third parties, not to HP and certainly not anyone you find on the Internet.

Check / change any other private information you gave out -- secure your bank account, contact your bank's fraud department.

I am being careful with my wording because I don't know what happened and cannot diagnose this kind of breach.

READ – Be Informed – Be Aware

 HP Fraud Alert: Protecting Yourself from Scams | HP® Official Site

 HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

Request for Review – Please Read

A request has been submitted to our HP Community moderators for review and evaluation of your concern.

Worth Noting

• Our HP Community is a peer-to-peer user group.
• We are not HP Technical Support -- We are not associated with HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not guarantee HP will respond nor does our request influence the outcome.
• The time frame (how long it takes) to receive a response from HP is not controlled by the Community.

Important

• HP does not free-post HP Support numbers on the Internet.  Not.  Not in secret, not in chat, not in pop-ups, and not so a nice technician can call you back, sneak into your computer, and then tell you your computer is full of bugs.

• Be wary of any posted messages in the Community containing phone or email links – these are likely scammers who mean you harm.

• Please do not post any personal information in the Community.  We are a public resource.

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In-Warranty product case submission

Select your region and follow the prompts

NOTE:  HP Instant Ink has separate hours and a separate contact:  HP Instant Ink Support

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Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[bcavallero]

Hi,

Thank you for your reply. But, maybe I was unclear as to where I got the support. I went to the HP website each time. And each time that I clicked on the "Support" or "Contact Us" button, I was given about 6 choices for the Help that I wanted to receive. The first choice is "Virtual Assistant", which I tried, but it was no help at all. The next was to "Chat" online with an "experienced support agent". The first "Chat" agent wasn't able to help me at all. The 2nd "Chat" agent couldn't help me either and he's the one who gave me the number to call HP in order to set up their "Smart Friend Program". All of these sessions took place on the HP website. I checked on the HP website before making the call and saw that HP does have a "Smart Friend" Program. I talked with 2 or 3 different support agents on the Smart Friend Program, but my laptop was worse when they finished working on it. At one point my call was disconnected and when they called me back, I almost didn't answer my phone because the name that showed up on my phone was "iDea Electronics Inc". However, I did answer my phone and the person on the other line was the same person I had just been talking with from the "Smart Friend" Program from HP. Does HP sub-contract these people to do their support work? So, I'm not really worried about being scammed. I"m just worried that HP's support isn't going to be able to help me. Since my laptop is under warranty, why can't I just either take it to a service location, or have my laptop picked up? My warranty is a "3 Year Pickup and Return Support Protection" Plan. Why isn't HP honoring my warranty? It seems like HP is trying to say that it's not their responsibility since "One Drive" is causing the problem. In fact, one of the support agents said, "it's a software problem, not a computer problem". Regardless, why can't I get my laptop fixed?

[Dragon-Fur]

@bcavallero 

I am sorry this happened to you.

I believe you were never talking to HP.

HP Support does not free post-phone numbers nor does HP Support free-post Chat.

The online submission must be used to request an in-Warranty repair case.

After your case is accepted, contact options for your region are displayed on the screen.

HP Support will never cold-call you.

You cannot talk to HP Support without having opened a case -- the precautions are meant to protect both customer and HP.

HP SmartFriend offers out-of-warranty service contracts -- service must be purchased or subscribed.

No, HP does not subcontract work to third party people.

I have done what I can do on this side -- I've sent word to our Moderator team.

Should there be a response, look for a message here before the agent uses other methods to contact you.

Information / Details / Contacts

=== --- === --- === --- === --- ===

HP Support – Hardware / Technical Support for Devices in Warranty

Registered Devices in Warranty:

Contact HP Support

Start here:

 HP Support virtual repair center

Printers

 Contact HP Support – Printer Support

HP Support  HP World-Wide Support

In-Warranty Products – Case submission for Warranty Repair

Select your region and follow the prompts

HP Support - Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

 ---------------------------------------------------

Reminders – READ

Online Case Submission to HP Support is available to those whose devices registered and are still in Warranty.

Some (Most) regions display phone / chat contact information only after the case is submitted online.

Not every issue is covered under the standard Hardware Warranty.  Purchased Care Pack Warranties differ by contract.

HP is not a "general" repair facility: Requests for out-of-warranty repairs are usually not accepted.

If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.

Important

Never post private information in the HP Community!

Thieves are waiting - do not just hand out your privacy to their keeping.

HP Support does not free-post phone numbers for HP Support on the Internet.

Your computer is not full of bugs and you do not need to pay a fee for driver support.

Pay attention to where you are going.

Do not wander around on the Internet looking for help –

When looking for help, start only at legitimate web sites for your product

For example,

HP products, start here in the HP Community or at the HP Website

Microsoft / Windows - start at Microsoft Web Site 

Do not be a victim.

Stay vigilant.

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OPTIONAL >> Purchase a service contact for Out-of-Warranty service.

HP SmartFriend Services

 HP SmartFriend - Out-of-Warranty Supports – Purchase Options

Need Help?  Have a contract?

Open the SmartFriend Data Sheet - Contact Information 

Scroll down to section “Service by Region” and check the contact options in your region / location.

=== --- === --- === --- === --- ===

READ – Be Informed – Be Aware

 HP Fraud Alert: Protecting Yourself from Scams | HP® Official Site

 HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

[Sneha_01]

Hi @bcavallero ,

Welcome to HP Support Community.

I'm really sorry to hear about the troubles you've been experiencing with your  Hp Laptop . It sounds incredibly frustrating to deal with these persistent issues, especially after expecting a resolution. No one should have to go through this kind of hassle.

I have reviewed the case. I will be delighted to assist you and also noticed that you've reached out for the first time. Please help us with the following details on a private message, which will help us in escalating this case further.

First Name:

Last Name:

Serial Number:

Product ID:

Contact number:

Full Address:

Country:

Pincode:

Email:

Best Time to reach:

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Take care and have a good day.

Rachel571

HP Support

[bcavallero]

Hi Dragon-Fur,

I received another message on this Community Board. It's from Rachel571, and is identified as an HP Support Agent. They are asking me for information on the private message. Is this legit?

[Dragon-Fur]

@bcavallero 

Yes - Rachel is one our HP Community agents.

"Legit" !

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

[bcavallero]

Hi Rachel571,

I'm now so fearful of being scammed that I'm afraid to give out any information. I don't mean to be disrespectful, but how do I know if you are really an HP Support Agent? I've received about 5 or 6 case numbers, supposedly from HP.com, but now I'm being told that these possibly did not come from Hewlett Packard. I just want my laptop fixed. It's still under warranty, so I don't understand all of this confusion.

Brenda Cavallero

[Sneha_01]

Hi @bcavallero,

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[bcavallero]

Hi Dragon-Fur,

Thank you.

Brenda Cavallero