Hi HP Please help. I have had an ongoing issue with a brand new laptop brought in November 2023Product Description: HP 15.6 inch Laptop PC 15-d5000 (4V9Y3AV)Product Number: 8U795EASerial Number: 5CD338F7NKCase Subject: (TECH) OS crashingI have been reporting it since December 2023 to my recollection. Since then you have done everything you can to fix the issue remotely. This has not worked. The laptop is still consistently crashing despite being plugged in fully charged and under light usage This is causing me stress and hassle due to lost work and missed online appointments particularly Due to this I have requested a refund / replacement This was verbally agreed to but I have since been sent an email to say this would not be honoured as there is no record of my contacting within the first 30 days of perchase. I have also been told that there is no complaints team to speak to I have also been told to return the laptop for physical rather than remote repairs I have since been told that I will have to do remote assistance. I have subsequently emailed in to request help And evidence of the call recordings of December 2023I’ve been told you don’t have these ( you have a right to provide these as per a customers Subject Access Request) I have asked for the part of the contract of sale that states that refunds / replacements are only given within 30 days of per chase ( I’m adamant that I did this by call around 9-12 December from my mobile as I’m very neurodiverse so I find calling easier ) But I have not been provided with this I have also been hung up on for no reason when trying to resolve this complaint on 23/05/24,at approx 18:00. From the above number. As I was trying to arrange something before I go on holiday on 25/05/24 in the hope that I would not have this hanging over me during my holiday What’s needed to resolve this complaint pleaseIdeally a refund as I now have no faith in HP’s sales, service or tech support functions ( I’ve tried to report this on social media and your sites just crash as well ) Compensation for the lack of service over the last 6 months Your inability to resolve this far Thanks for your time and cooperation in the matterI look forward to hearing back from you by email Tom Humphrey Account holder
