Poor customer service unable to fix HP Spectre x360 - 13-ae004na

[finaldestiny001]

I have had a terrible customer experience with HP. I bought a spectre x360 in 2019. I had extended warranty however since 2021 my laptop has been having a specific issue. It works very slowly when on battery power. Once connected to AC via the charger it works normally. I reached out to HP 3-4 months ago (busy with work and ignoring the issue). I was contacted after a long time by hp and they said they are unable to fix the laptop. I explained it had been only 4 or so years since I bought the laptop and I am happy to pay as much as it costs to have it fixed since it has no other issues. They just said no. I said this was unfair and with sustainability such an important aspect of technology these days I am very disappointed in this response. They could not care less and the solution was to buy a new spectre laptop for a 10% discount. As I was going nowhere with this I asked for them to send me the 10% discount on my email so I cant think about it. I never arrived. This hasn't happened for the first time. In the past I had an overheating problem with the same laptop and while the laptop was fixed I was given a run around and the process had delays. To compensate an **bleep** promised me a free hp accessory and said they send me an email to select. This didn't arrive so I contacted them again at which point they sent me an email to choose an accessory. I chose and replied immediately. I never received this. This overall experience has really put me off hp. The tech has been great but the customer services reps are so disingenuous and they just don't care. Having been using laptops for almost 25 years and having used other companies like sony,toshiba,asus I am disappointed with how bad the service has been. There is no separate complaint portal either like Samsung. I wonder if someone has had a similar experience and can help with what I should do next. I feel shortchanged having bought a premium laptop which cant be fixed only 4 years into having it. 

[Irfan_06]

Hi @finaldestiny001,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you have an issue with your Laptop performance and its not fixed due to a hardware issue.

I am sorry for the inconvenience and the trouble you are going through with HP.

But the support here is limited to software issues.

This issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support