Ronald G.

I bought this laptop, HP - Envy x360 2-in-1 15.6" Touch-Screen Laptop - Intel Core i7 - 12GB Memory - 512GB SSD + 32GB Op, in July 2020. It immediately had a problem as it was hot with a very loud squeally fan. I called HP, and called HP, and called HP finally when I actually got a human and not their idiotic virtual assistant his only solution was to have me send the laptop back to their service dept. They quoted about 3 weeks turn around with repair, shipping etc. I told them this was unacceptable as I use this as my work computer and could not be with out this essential tool for my business as a self employed real estate broker. My old computer died and this is all had. Again, after many calls I finally got to what they called an escalation manager. He claimed he called me in an email to me but I had no call record of a missed call or a voice message. I emailed him back to call me but he never called me. Time is moving on as this is almost the end of august, and I got many hours of phone calls. I finally get a hold of him and told him I need another laptop immediately. He said their policy is I have to send in the old one first. I offer to pay for a new one and they can reimburse once they get my broken one, but they will not do that. I ask for a loaner and they will not do that. Finally he offers to order a new fan and heat sink as he thinks that is the problem and he schedules a technician to install the parts at my house. I agree to that. But tell him that seems like a very expensive solution they may not solve the problem but that is all he will do. A box from HP comes in mid October, almost 2 months after ordering, and a technician comes out to install it a few days after I receive it., he opens the box and discovers that only the fan was received, he installs that but the problem is still there. He calls in and orders the heat sink which I should have received before he arrived. He leaves, computer not fixed. Two weeks later I get and email that the part is delayed and will not get to me until 12/11/2020. I actually get the part on 12/19/2020. HP is supposed to call me to set up a time to install that. I never get a call and email the escalation manager. He does not get back to me. Yesterday, 01/14/2021 I call HP, get another support agent and have to go through the whole case history, Mind you I now have 4 separate case numbers and two case service numbers This agent can not help me and he gets another escalation manager on the line. The manager says the same exact thing, that i have to send in my computer for repair, again I explain I can not do that as stated above, I also told him that I am now having another problem, battery life is horrible. I told him I need another computer asap, he also can not do that and says he will pass this up the line to anther dept. He schedules a call today at 01/15/2021 11AM with the new dept. No call is received. I call the customer service number again, wait 45 minutes for some one to actually answered and hear their message repeated every few minutes, When he does answer and we go through the whole story again, he tells me another escalation manager has been assigned and he will email me in 48 hours

So it has been about 7 months since I bought this piece of garbage and still no customer service, no resolution, I am so frustrated and upset with HP as I had a lot of HP products in the past and they were great, and there customer service was also well know for excellence, Not anymore. Now all their calls go to India and they can not even resolve a very easy problem to fix and put me in this situation. Based on customer service alone I will not buy another HP product.

I guess the only thing I can say is that I do like the tough screen and the speed of the Corei7 processor, but I could have got that with another brand. My previous laptop was a Lenovo Yoga, and that was a great reliable laptop, never made a noise, worked great until windows 10 killed it with all their crazy updates and other issues that basically made it inoperable.

If you do buy one of their products I do hope your experience is much better then mine