I am a loyal HP consumer but my loyalty is wearing quite thin. Last year I had a 4 month battle with HP about my laptop until the issue was finally resolved. I have a new HP laptop (1 yr old now) and the customer service and tech support are as poor as before. My main issues are: the computer shuts down with an error about thermal which I assume is overheating, the computer keeps on freezing up and it just runs very poorly. My lcd screen is also cracked but still works fine. I called HP tech support back in July and they were having UPS send a box to my house for the laptop to be sent to get repaired under warranty. I was told it would arrive in 2 days. I waited 5 days and called HP as no box had arrived and I was on my way out to work out of town. They said I should have received it but would find out where it was. I came home about 6 weeks later and still no box. I called HP again and had to call back 3 times that evening as the tech support people could barely speak english and did not understand what I was saying.By the third call the guy finally understood me and said he had a tracking number for the box that I STILL had not received. My warranty by this time is running out. I was on the phone to him for over an hour just to make sure I get a box so my laptop can be repaired. He was more interested in trying to sell me extended warranty. I waited another 2 weeks and still no box so I called again. The first phone call I explained everything and the lady told me that she has a tracking number for me for the box apparently sent in July. I informed her on more than one occasion that I DID NOT receive the box and all I need is a new one sent out. I asked to speak to a supervisor and then she hung up on me. I called back and got someone else and had to explain the whole situation again. I was on the phone with him for a good half hour before I was able to speak to a supervisor. When I got to the supervisor he said that my warranty had run out. I was in shock as I have been trying to get this fixed for almost 3 months now. He did more checking and realized that my warranty was not over so he said I was lucky. I was on the phone to him for almost 2 hours just wanting to get a new box shipped out. I was almost at my wits end. I thought it ridiculous to be on the phone for almost 3 hrs on one night just to get a shipping box sent. I made a complaint to HP head office and received a phone call from the escalation dept. A few days later. I explained the whole situation beginning to end and let her know my frustrations as this was not the first time I was having problems with HP. She said a shipping box was being sent and the issues would be resolved except for the cracked lcd screen as it apparently was not covered under the warranty. I said to her that the LEAST HP could do was fix the screen to compensate for all of my phone calls, time and frustrations. The best she could do was charge me half price to have it fixed which was still going to cost me $200.00 I can buy a new screen on Ebay for $65.00 so I felt this was a slap in the face. Which is typical from HP as a lot of people have told me and from my previous experience. Every computer and accessory in my house is HP as I have been loyal throughout the years but that was before I had any issues. Now that I do have issues I feel like they don't care or I am just a nobody.
I don't know what to do anymore or
Where to turn to.
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