Continual problems with the HP Envy X360 2 in 1? 3rd return with no results. Any suggestions?

[robert6257]

Hello, I made the unfortunate decision to purchase the Envy X360 2 in 1. Unfortunately, I purchased the notebook prior to taking a trip. Upon my return I started to use it, and immediately had problems with the keyboard. Keys would stop working, type random keystrokes totally unrelated to the key pressed. It got progressively worse. I took it back to Costco, the store where it was purchased but I was 2 days outside of the return period.  With no other choice I started my interactions with HP with the expectation of 

Hello, I made the unfortunate decision to purchase the Envy X360 2 in 1. Unfortunately, I purchased the notebook prior to taking a trip. Upon my return I started to use it, and immediately had problems with the keyboard. Keys would stop working, type random keystrokes totally unrelated to the keys pressed. It got progressively worse. I took it back to Costco, the store where it was purchased but I was 2 days outside of the return period.  Per Costco's and seemingly HP's policy my first step was to contact Costco's concierge service to walk me through their trouble shooting steps. After they were unable to resolve the issue, it was escalated to HP through Costco's concierge. After 30 minutes of troubleshooting with the concierge, I was forced to wait on the line for 65 minutes before the HP technical support person came on the line. We began the same troubleshooting steps until I was informed by the HP rep that they were in the process of closing and they would have to contact me the next day! I was contacted the next day. I informed the rep the warranty period on the HP site was incorrect and according to their information the warranty was set to expire in two months. I had to send proof of purchase to change the warranty period from 10/21 to 05/22. I questioned if the unit had been previously purchased? But he assured me "sometimes the website info is incorrect".  We went through the troubleshooting steps we had previously done, and it was determined the notebook needed to be returned for repairs. The first case was: The first case order was BRPR8399-0. After repairs were completed, I received the repaired notebook.  A new keyboard was installed and "extensive testing was completed".  As a decades old HP customer, I figured the problem was resolved. I took the notebook on a business trip to complete contracts. While typing a contract for a client $965,000, I noticed the amount was filled in as $96,000! The keyboard was malfunctioning! Thankfully I caught the error prior to the contract being signed and me being sued by both parties. This all occurred within two weeks of HP's extensive testing.  I was unable to spend the time and to wait in one place until I could spend extensive time on the phone with HP and have packing material s sent. Once I returned home, I contacted to HP to resolve this nightmare I went through extended waits to talk to a technical support rep, give access to my pc where they had the same issues remotely as I did. After determining the notebook was faulty, I was informed the notebook needed to be sent to HP. They opened my second case BRXQ5722-02. I was told the packing materials would be forwarded. Although the repair had failed, the technical support person prompted me to buy for an extended warranty!!! I informed her I didn't feel comfortable since HP seemed unable to resolve the initial problem that existed since my original purchase! After  my contact the following occured:

1. The 1st packing material arrived - It was a large box for a desktop with a big hole in the top of the box! I contacted HP. After an extended wait on the phone, I informed the HP rep I had received incorrect and damaged packing material! I was insured a new box etc. would be sent.
2. The new packing material arrived!  A box for a 13" laptop!! I refused to wait for a third attempt and stuffed the notebook in the box and took it to FedEx.

After HP received the notebook, I was given a date of return for the second repair of 01/20/2022. On 01/20/2022, I received a text message the notebook would be returned on 01/26/2022.  I wasn't happy, but I figured what the heck as long as it worked and I could finally use it I would endure the wait. A loaner computer wasn't an option since I use industry specific software that is licensed to a single machine. 

I received the notebook on 01/26/2022 @ 6:30 pm. Today 01/27/2022 at 5:00 pm I attempted use the notebook. By 5:40 pm I was back on the phone with HP going through the usual diagnostics which included me downloading software on a second computer in an attempt to get the "repaired and extensively tested " notebook to boot up!! With the exception of the power light button being illuminated, the notebook was dead! When I received the notebook on 01/26/2022, I also received a 90 day warranty from HP (a time frame that is less than my initial warranty. I am now awaiting packaging to send the notebook back to HP. The latest case #BRZL5103-01 (THE THIRD RETURN)! Also to add salt to the wound, as I gave shipping information, I was again prodded to buy an extended warranty for a notebook they have been unable to repair.

Since purchasing this obvious lemon, I have shared joint custody with HP. I barely dodged a lawsuit and I am expending considerable time and patience. All at my expense!  Maybe it is time for me to accept the fact that HP no longer places an emphasis on customer service and seemly is running out the clock on the initial warranty, while trying to push an extended warranty! Since I have been 100% cooperative and overly patient, I feel it is time for HP to take back this faulty computer and to provide a new, opened notebook. With the myriad of unresolved problems, there is no way I can put any dependance in this computer. I am beginning to understand why so many consumers are venting on social media.

Hello, I made the unfortunate decision to purchase the Envy X360 2 in 1. Unfortunately, I purchased the notebook prior to taking a trip. Upon my return I started to use it, and immediately had problems with the keyboard. Keys would stop working, type random keystrokes totally unrelated to the key pressed. It got progressively worse. I took it back to Costco, the store where it was purchased but I was 2 days outside of the return period.  With no other choice I started my interactions with HP with the expectation of 

Hello, I made the unfortunate decision to purchase the Envy X360 2 in 1. Unfortunately, I purchased the notebook prior to taking a trip. Upon my return I started to use it, and immediately had problems with the keyboard. Keys would stop working, type random keystrokes totally unrelated to the keys pressed. It got progressively worse. I took it back to Costco, the store where it was purchased but I was 2 days outside of the return period.  Per Costco's and seemingly HP's policy my first step was to contact Costco's concierge service to walk me through their trouble shooting steps. After they were unable to resolve the issue, it was escalated to HP through Costco's concierge. After 30 minutes of troubleshooting with the concierge, I was forced to wait on the line for 65 minutes before the HP technical support person came on the line. We began the same troubleshooting steps until I was informed by the HP rep that they were in the process of closing and they would have to contact me the next day! I was contacted the next day. I informed the rep the warranty period on the HP site was incorrect and according to their information the warranty was set to expire in two months. I had to send proof of purchase to change the warranty period from 10/21 to 05/22. I questioned if the unit had been previously purchased? But he assured me "sometimes the website info is incorrect".  We went through the troubleshooting steps we had previously done, and it was determined the notebook needed to be returned for repairs. The first case was: The first case order was BRPR8399-0. After repairs were completed, I received the repaired notebook.  A new keyboard was installed and "extensive testing was completed".  As a decades old HP customer, I figured the problem was resolved. I took the notebook on a business trip to complete contracts. While typing a contract for a client $965,000, I noticed the amount was filled in as $96,000! The keyboard was malfunctioning! Thankfully I caught the error prior to the contract being signed and me being sued by both parties. This all occurred within two weeks of HP's extensive testing.  I was unable to spend the time and to wait in one place until I could spend extensive time on the phone with HP and have packing material s sent. Once I returned home, I contacted to HP to resolve this nightmare I went through extended waits to talk to a technical support rep, give access to my pc where they had the same issues remotely as I did. After determining the notebook was faulty, I was informed the notebook needed to be sent to HP. They opened my second case BRXQ5722-02. I was told the packing materials would be forwarded. Although the repair had failed, the technical support person prompted me to buy for an extended warranty!!! I informed her I didn't feel comfortable since HP seemed unable to resolve the initial problem that existed since my original purchase! After  my contact the following occured:

1. The 1st packing material arrived - It was a large box for a desktop with a big hole in the top of the box! I contacted HP. After an extended wait on the phone, I informed the HP rep I had received incorrect and damaged packing material! I was insured a new box etc. would be sent.
2. The new packing material arrived!  A box for a 13" laptop!! I refused to wait for a third attempt and stuffed the notebook in the box and took it to FedEx.

After HP received the notebook, I was given a date of return for the second repair of 01/20/2022. On 01/20/2022, I received a text message the notebook would be returned on 01/26/2022.  I wasn't happy, but I figured what the heck as long as it worked and I could finally use it I would endure the wait. A loaner computer wasn't an option since I use industry specific software that is licensed to a single machine. 

I received the notebook on 01/26/2022 @ 6:30 pm. Today 01/27/2022 at 5:00 pm I attempted use the notebook. By 5:40 pm I was back on the phone with HP going through the usual diagnostics which included me downloading software on a second computer in an attempt to get the "repaired and extensively tested " notebook to boot up!! With the exception of the power light button being illuminated, the notebook was dead! When I received the notebook on 01/26/2022, I also received a 90 day warranty from HP (a time frame that is less than my initial warranty. I am now awaiting packaging to send the notebook back to HP. The latest case #BRZL5103-01 (THE THIRD RETURN)! Also to add salt to the wound, as I gave shipping information, I was again prodded to buy an extended warranty for a notebook they have been unable to repair.

Since purchasing this obvious lemon, I have shared joint custody with HP. I barely dodged a lawsuit and I am expending considerable time and patience. All at my expense!  Maybe it is time for me to accept the fact that HP no longer places an emphasis on customer service and seemly is running out the clock on the initial warranty, while trying to push an extended warranty! Since I have been 100% cooperative and overly patient, I feel it is time for HP to take back this faulty computer and to provide a new, opened notebook. With the myriad of unresolved problems, there is no way I can put any dependance in this computer. 

[Echo_Lake]

@robert6257

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