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

[bcavallero]

Hi Rachel571,

Is it the little envelope icon that sits next to a bell icon? If it is, when I click on it, nothing happens.

Brenda Cavallero

[bcavallero]

Hi Rachel571,

Is this a private message that I am now sending to you?

Brenda Cavallero

[bcavallero]

Hi Rachel571,

I received your private message and I think I sent you a reply. Please do not close my case because I'm still having the same problems. I received a phone call earlier today, supposedly from HP Support. He wanted me to let him have access to my laptop and he wanted to do a "reset". However, I wouldn't let him an I didn't give him permission to access my laptop. Please help me.

Brenda Cavallero

[bcavallero]

Hi Dragon-Fur,

I clicked on your link, "HP - Customer Support - USA" and was taken to the same HP.com website as before. It starts out with "Hi Brenda, let's get you some help", "Choose from your saved products". I clicked on my laptop. I was then given 10 laptop question options, none of which pertained to my laptop problem, so I clicked on "Other".  I was then given the option to either "Self-Solve Solution" or "Continue to contact options". I clicked on "Continue to contact options". I was given the same 6 contact options as before: 1. Virtual Assistant 2. HP Service Center Locator 3. Chat 4. Messenger 5. Phone 6. Call Me Back.

Which contact solution should I pick. I've already tried #1, #3, #5 & #6. With #5 & #6 I got the "SmartFriend" solution and talked with 4 or 5 different support people, which I told you about before. Each "SmartFriend" had a phone number listed as iDea Electronics, Inc. I went through all of the correct channels, yet you tell me that it's not actually Hewlett Packard. Yet, I went to either HP.com, or clicked on the link in your message to get to these support people. I don't know what to do next. I was having trouble getting to the private message from Rachel571, and when I finally got to it, I replied to her message, but have not heard back from her.

[Dragon-Fur]

Brenda,

I cannot verify any of what you are doing.

Clear your browser cookies and cache before opening anything.

Even then, I have no way to prove what you seeing is what you should be seeing.

Repeating what you have done before seems to be taking you to the same places you've been.

I am sorry @Sneha_01 is unable to help right away.

Agents work tirelessly - every agent must support and help many more customers at a time than those of us who simply volunteer at our own pace.

In my opinion, for the moment, your best option is to wait to hear back.

I cannot -- will not -- and do not want to -- access any of your private data.

I do not work for HP.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

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