Warranty support and escalation

[JimSilver]

I am having a problem with my PC that it is randomly shutting down. It is as if it loses power. The screens go black and the boot process starts as if I just pushed the power button.

I have been working with HP warranty support and everything on the PC has been replaced except the memory and any cards (video, audio, etc.). So far the hard drive, motherboard, CPU, and power supply have been replaced. Even afer all that the PC is still shutting down randomly once or twice a week.  This all started around Thanksgiving 2017.

Around 1/26 I contacted HP support and they determined that a replacement PC was necessary. The problem continues and month later I have not yet received a replacement PC. When I call support they tell me that the issue has been escalated and I should be contacted within 48 hours. Promise, after promis, after promise and no results.

This PC is used in a business environment and needs to be reliable. A PC that randomly shuts down disrupts business.

I also have another HP PC in the office that has just exibited the same symptom. The performance of the first PC was good, so a second one was purchased. Now they are both having the same symptoms and support from HP is lacking.

What can I do to get this resolved?

Jim

[IT_WinSec]

Hi @JimSilver

Thank you for posting in the HP Support forum !

I am sorry about the issues you experience. I have asked internally your case to be reviewed. Prepare all the details. You might be contacted here in private in the following days.

[danny-r · Accepted solution]

@JimSilver

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.