This experience was a total disappointment and financial loss, £21.49 to be exact. The support provided was far below my expectations, and I chose to reject the repair estimate after waiting several days. A second opinion confirmed my suspicion that the issue stemmed from the recent software update, which caused conflicts with drivers and power management, leading to the touchscreen malfunction and improper sleep mode of the laptop. Before updating, everything was functioning perfectly.
The support representative struggled to grasp this issue and kept circling back without resolution. Moreover, he overlooked the need to update the diagnostics software before running any tests, despite me mentioning it multiple times. Consequently, the diagnostics conducted during the call were entirely ineffective. He also deleted files from the Temp folder in my profile, claiming it was the cause of the slow remote connection he was experiencing, which is utterly absurd. Now my Quick Access list in File Explorer is cluttered with the remnants of the deleted Temp folder. Not only did he disregard my input, but he also failed to accurately diagnose the problem, insisting on an immediate screen repair or replacement at a cost of £415.70. It took him several days to send me the repair quote, which lacked details on the repairs or replacements to be performed. I had intended to purchase a new laptop this weekend, but I have since canceled that order, along with an order for several notebooks for a client. My confidence in the company has been shattered, and I will be exploring other brands. UPDATE: The Consumer Rights Act clearly indicates that a device must be fit for purpose. How can a touchscreen that stops working after a software update be considered fit for purpose? Legal action may be necessary...
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innovative HP partner specialized in selling digital services for HP computers and printers. In co-operation with HP's European Customer Service organization, we strive to offer the most relevant solutions based on your needs either if you are a home-user or a small business.
Our product catalog consists HP Care Packs, HP repair services, HP technical phone support, Home & Office licenses for Absolute and both Small Business Security and LiveSafe antivirus software of McAfee.
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