Broken touchscreen on Envy x 360 - Customer Support does not care

[SillyCat42]

I am really desperate to get my laptop fixed. I purchased an ENVY x360 this summer and only a couple months later, the touchscreen stopped working out of nowhere. I have spent hours communicating with the HP customer support. They neither know nor care how to fix this issue.

First, I got in touch with Facebook support who told me to update BIOS, which I did. As this did not make my touchscreen functional, the support assistant told me it was a hardware issue and booked an appointment for me for the following Saturday to have a technician fix my laptop. Nobody showed up all day.

I got back in touch with the Facebook support which, after two days and hours of back and forth, had the local support team contact me via phone. I got a new appointment and a technician replaced my touchscreen. This, however, did not fix the issue. The technician told me it was a software issue after all and to call HP customer support. 

On the phone, I was told to again update BIOS, which of course did not change anything, and to do various touchscreen tests only to be told that it was a hardware issue. I was told we could reset windows as a last resort and they'd call me the next day to help me with this. Nobody called me the next day. 

It's been almost three weeks since I first got in touch with HP, and one week since I was last able to get in touch with them.

They tried to call me once since when I happened to not hear my phone. I have tried to email, message, and call them and I am not getting any responses anymore. How can I contact them in other ways? Or what can I do to finally have them help me?

[praveenbv]

Hi@SillyCat42, Welcome to the HP Support Community.  

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue, and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now,

As this is a hardware issue, I'd suggest youContact HPin your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.