Hewlett Packard
Overheating laptop, hard drive not found and no callback from HP safety team

I have called HP technical support multiple times due to overheating. I have spoken to multiple technicians. The first time I was escalated to "Executive Customer Relations" to a Sam Hayre who I've never actually spoken to. I called back again for the same issue, spoke to a technician in the United States who assigned the case to HP's safety team and was assured I'd get a phone call regarding the issue within 24 to 48 hours. I never received a call from this supposed safety team.

I finally called support again because I started my computer to see if there was any email correspondence from the safety team, and my computer would not boot. I received a "hard drive not found" error. I called HP tech support again, advised the technician of the error, and the agent proceeded have me run a hard drive test. The hard drive was detected, and the test started running. I advised the agent that my computer would likely overheat because of this issue, and I was ignored. My computer did overheat, and after a long hold time, the agent came back and I advised him. He escalated my case to a "hardware manager", who in turn escalated me to a case manager. I called the case manager and was advised to speak to this Sam Hayre again. I attempted repeatedly to call this Sam Hayre, and eventually had to speak to someone else in his office just to reach him. I was told I could expect a call back within an hour. It remains to be seen if I'll actually speak to him or if he'll email me again and tell me my phone is out of service.

At this point I want my computer replaced or a full refund for the purchase price. These are the only two options that I will accept. I don't think it's unreasonable to expect a computer I paid $800 to work properly, and I've been getting the runaround from these people. Either ship a replacement device without a hard drive, or send me a check for the price I paid for it.

Company: Hewlett Packard
Country: USA
Site: hp.com

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