Share via

i bought a  HP ENVY 17.3" Touchscreen Laptop - 13th Gen Intel Core i7-1355U - GeForce RTX 3050 - 1080p - Windows 11

Anonymous
2024-01-12T21:27:40+00:00

i bought a  HP ENVY 17.3" Touchscreen Laptop - 13th Gen Intel Core i7-1355U - GeForce RTX 3050 - 1080p - Windows 11 on 12/17/23, everything seemed to work and run fine but the internet connection was dropping frequently so i switched over to Ethernet and that seemed to work better but soon began to drop internet connection regularly also, so i called support in India 1(800) 836-3963. i explained my situation to the HP rep. he sent me an email that would use my iphone camera so he could see my computer screen as he guided me through a 1.5 hour computer check. he had me going from program to program checking boxes. I thought that was pretty good since i didn't realize that i wasn't using the full potential of my L-Top. Then out of nowhere my screen turned blue then shut down the restarted again and the HP rep told me that i needed to send him $50 for a  "External Recovery Device". it looks like a memory stick but it holds the software that my computer came with. Now my L-Top shuts down all the time. Is it normal practice for HP to have one of their Reps. screw-up a Brand New Expensive  computer, charge you $50 for a External Recovery Device then tell you to call back and pay for professional Technician to help you fix a Brand New Computer that you have only used for 20 days? Should i take it back to Costco or try to find a "non-robotic" HP rep. that understands that HP is responsible to stand by their product and help me get this taken care of?

Windows for home | Windows 11 | Internet and connectivity

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

8 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2024-08-05T16:11:34+00:00

    You were scammed Big Time. It wasn't microsoft. They almost got me too. As soon as $money came into play. I hung up and blocked them, My PC works fine now. Just do A RECOVERY on your own. It will be fine!

    2 people found this answer helpful.
    0 comments
  2. Anonymous
    2024-03-29T18:14:45+00:00

    Sounds like a scam. Did you call the number you found on a Google search instead of the number on the HP site? Because scammers set up websites to get you pay for nonsense and I highly doubt HP will use your iPhone camera. I'm surprised nobody suggested this to you yet. Get a refund from the bank for the scam.

    2 people found this answer helpful.
    0 comments
  3. franco d'esaro 24,991 Reputation points Volunteer Moderator
    2024-01-13T13:05:24+00:00

    I'm sorry for your problem but I suggest you insist on HP support as your computer is new and they must provide you with assistance at no additional cost.

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2024-01-13T11:12:47+00:00

    Thanks Franco. The HP rep kinda sounded like I would have to pay for a tech to talk me through it. I did buy the recovery device because I just wanted my new expensive computer to work and didn’t want to argue about it. My screen started turning blue and shutting down and restarting only by following his directions as he watched via my iPhone camera. He said that I would have to pay for it because I followed his instructions.

    1 person found this answer helpful.
    0 comments
  5. franco d'esaro 24,991 Reputation points Volunteer Moderator
    2024-01-13T10:45:05+00:00

    Hi,

    You're right, it's not normal, a new computer shouldn't present any kind of problem.

    Since the computer is new and therefore still covered by the warranty, I suggest you take it to an HP service center, they are required to repair the computer at no additional cost and you can assert all warranty rights.

    0 comments