HP Round Rock TX

Complaint: I’m highly disappointed in my recent experience with HP. I purchaed 2 HP Stream – 14-ax020wm on April 26, 2018, one for myself and one for a client. I purchased the one for myself as a back up to the primary HP laptop I own that is currently being repaired after 1 year of purchase. The two recent HP’s started lagging on the 14th day of ownership. I went online to try and trouble shoot the problem because I did not want to return it since my other HP was still being repaired and I need my laptop because I am a realtor who works from home. There are horrible reviews regarding the memory and issues with updates. I do not have anything saved on the desktop and the problem has gotten worse (17 days of ownership). I’ve deleted temporary files to no success. I called HP to explain the issue and requested to return or have the HP exchanged for a different model that would suit my needs. I was told to contact the store I purchased it from. I purchased it from Walmart; however, they have a strict policy of 15 days to return and exchange and told me to contact the manufacturer. I called back and asked for the escalations department which offered advice to purchase an external hard drive. I already have an external hard drive that I’ve been using with the product since I needed my work off of my intial laptop that is currently being serviced by HP. I was then told by the rep that because the laptop is a streaming device it can only hold enough memory for the operating system. Well, the laptop was sold with a free 1 year membership of Microsoft Suite – which was a major reason I purchased this system over others. I’m told that this may be causing the lagging issue and the product can’t handle the operating system and Microsoft Suite due to update overload. I asked to speak to a manager. I was redirected to a printer department who then transferred me back to customer support. Customer support sent me back to the tech department and stated that they were actually the escatualtions department as well. Not true. I was sent back to the printer department and I am now on hold waiting to speak to someone about returning these horrible laptops. Lastly, my first laptop was under a year old when it would no longer charge with the adapater. I sent it in for repair and purchased an extended warranty. 2.5 weeks later, same issue. I tried to troubleshoot it myself and learned it was not the battery and not the adapter but could be the motherboard. I sent it back in for repair and I know nothing of what’s going on. When I sent it in the first time, I was not given an explanation of what was wrong with it. They also sent the box for me to return it to the wrong address and it took 3 weeks to get it back the first time which is why I decided to buy the HP stream as a back up. I’m seriously upset and I want my money back. Speaking with others who have purchased this product, they have stated their’s had the same problems but that they have received replacement parts. I do not want replacement parts for a laptop that is less than 30 days old. This is completly unacceptable!

Tags: Software Services

Address: United States



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