Stuck with a non-functioning loaner after my $1900 plus Spectre that's less than a year old

[janeammeson]

First the camera went out on my Spectre and I contacted support and a case manager named Ali got in touch with me and sasid I should send it in and they would give me a Spectre loaner for a huge work event I have coming up. Before I could send it in, it completely went dead.

I got the loaner but it was a 1000-pound (give or take a few pounds) Omen that has shut down unexpectedly three times with error messages in less than a week. 

I sent in the Spectre. Contacted Ali--no answer, called Ali, no answer, repeat again and again with the same results. Tried calling support was on hold for at least 45 minutes and had to hang up. Call again later, 30 minutes, No one came on.

Went back to the online chat and Monisha was very helpful. Maybe Ali was on vacation. Don't people who work for HP know about vacation messages that can be included in emails? Maybe not. Maybe he was kidnapped by aliens. I don't know. All I know is I have a huge work event and a non-functioning, unreliable Omen (there is something rather sinister about that name as far as I'm concerned--like a harbinger of bad things to come).

Then I get a threatening-ish email today saying that my Spectre hasn't arrived to the repair facility and where is it (like I wanted a non-functoning Specte and a semi-functioning Omen).

So I panic. Can't find the Fed Ex recent, Maker phone calls to the place where it was sent from. The owner, who I know, told me it went out that day.

So I contact online support and Monisha tells me it was sent to a different repair facility--so why couldn't they let me know and save me the time of trying to track it down? Doesn't HP have an automated received your computer function? It is HP after all. So far, no vacation notice and no received you HP message just a where the heck is it email. Nice.

I asked Monisha, who seemed very nice, if I could get a replacement Spectre instead of one that needs such special parts that it was sent to a different repair location and could take a while to be returned to me.

So for $1900 plus I get a computer that doesn't last for more than nine months, will be what I consider refurbished at some time in the future and returned to me, a loaner that doesn't work, all when I have a big event coming up. Monisha was very nice but all she can do is send it all to a case manager (like Ali was a case manager and we saw how that worked out) and they will get back to me as sometime but probably not this weekend.

I feel abandoned by HP who seem to care little that I have a big work event and no reliable computer. And who want to fix my Spectre with just promises that it will work fine in the future. Oh, yeah, like I'd get a Spectre loaner (not) and a demanding email asking where my computer is when they already had it and no replies all week from my case manager. Yes, I'm feeling like I can trust HP to make things right.

[janeammeson]

It is a Spectre x360 13.5 2 way product # 771x5AV and it doesn't work! Please read the above and you will understand.