Problems with new HP Pavilion that HP techs can't fix

[100acres]

Hii, this is my first post here.  I have a new 6-7 week old HP Pavilion 15T CS200.  This laptop has a few frustrating issues HP tech can't seem to fix.  I'm not even sure if I choose the correct category to post under.

First example is when I am on say AliExpress  and it's time to enter my card name and number nothing happens when I tap the keys just blank and no numbers.   This doesn't happen on all websites though when I want to enter my card information.  Second example, when I take a survey that has numbers circles from 0-10 for poor to great when I hold the cursor over the circle and click it won't highlight so end of what I was doing.   I have about 4 hrs. of my valuable time tied up with HP tech support and no help.   Also, I had a issue very early on where if I was on a website and tried to contact customer service as soon as I tried to enter my contact information I would immediately be kicked off line.  HP customer service did fix this one by uninstalling Edge and reinstalling and installing recent windows updates.  I have installed updates also on this laptop as they become available.

I was on the phone today with thHP and they insisted I go to their Smart Friend to get help fixing my new laptop.  BTW this Smart Friend is a pay service and I find that unacceptable.  If any of us purchased a new car and after 200 miles we had problems would we want them to refer us to a pay service to fix your new product.  

I guess I am not too happy with my new laptop.  I have to go to the basement and use my desktop if I want to do anything important because I can't trust this laptop to complete everything.  Also my desktop is just like this new laptop with windows 10 and Microsoft edge.

Thanks for any help or advice you can give.

100acres  

[Kumar0307]

Hi @100acres

Welcome to the HP Support Community. Apologies for the inconvenience. I'd be happy to assist you.

Try using a different browser(Google Chrome) and check if the issue persists while entering the card information. This seems like an issue with the website and not the keyboard as it works fine apart from on this site.

Install updates using HP Support Assistant

1. In the search box, type and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Also, check for any pending Windows update. Reboot the PC once done.

If you doubt the functionality of the PC, let us run a hardware test

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. Perform System Test > Extensive test. Share the result on your next post.

Hope this helps! Keep me posted. 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[100acres]

Thanks for your help and support KUMAR0307, I very much appreciate it.

I have been checking and downloading any updates that are available for my laptop.   I was on the HP support assistant today and when done it asked me to do a survey.  It asked yes, no or unsure if the assistant helped me solve my issue.  I checked unsure and it highlighted which doesn't always happen.  I typed my details into the box below for comments.  When it was time to click send it would do nothing???   So HP didn't get their survey.  These are the kind of frustrating examples I have dealt with using this laptop.   I have edge and windows 10 on my desktop and don't have any of these hang ups. 

I will try your suggestions and see what happens and respond then.  Thanks again for your support.

100acres

[Kumar0307]

@100acres, sure, kindly perform the steps provided in your leisure time and keep me posted for further assistance.

[100acres]

HI KUMAR0307,

I performed the hardware test you gave me instructions to do.   Everything checked out fine and all tests were passed so that is good news.

I tried AliExpress again to see what would happen and this is interesting.  When I enter a card number I thought they weren't highlighting.  If I tilt my laptop so the back of the screen is on the table with reading glasses and only at this angle I can make out my numbers but they are very faint and white on a white background.  If I go to my desktop with the same Microsoft Edge and windows 10 no problems.   Now so far this issue is specific to my laptop and this particular website.   I will still find other websites on occasions where numbers, letters or boxes will not highlight when filling out my address or other contact  info??

I did try internet Explorer for this website and I can log in with my password and all  but can't open anything up for viewing.  Now this particular website and a few others are troublesome only for this laptop.

I still feel this laptop has some difficult to diagnose issues that HP needs to help me fix.  I should not have to rely of my desktop for all my important online work.    This pretty much makes this HP Pavilion useless unless all I want to do is surf the web.  I could have bought a small tablet for that job.  Hopefully someone has a few more suggestions  In the mean time I will keep checking for windows updates and hope that helps.  Thanks!

100acres

[asmita6658]

@100acres

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community.