I have been a month without a laptop which I purchased less than a year ago. After two weeks of messing with HP Support, they sent a technician to my home (he was great). He determined it was the motherboard.
That night, HP agreed to replace my laptop. They sent the configuration via email, and I responded okay within 16 hours. They resent the email (with a different configuration) asking me to respond early this week. When I pointed out that I already responded, they promised me on Monday...may laptop would be here tomorrow. Well, it won't be according to the last person I talked to. Now, I am still at the mercy of the warehouse...(can I just talk to them then????).
Frankly, they messed in not putting the replacement into with the first email. They take no responsibility. Numerous Case Managers and Supervisors all make promises, but do nothing. There is no way to escalate in HP support...no one can actually do anything to assist you. I really liked the laptop, but HP support is awful. I regret buying my daughter an HP laptop last summer. She is a busy college student that does not have time for the number of customer calls I have had the opportunity to experience. I just hope she does not run into an issue.
Frustrated beyond belief. I get excuses and have Case Manager #08 on speed dial. HP does not care about their customers or business needs. I run a small business on that laptop which is basically at the mercy of their less than supportive "support" team.
Shame on you HP. You should treat customers much better than this.