My last HP laptop was defective from the very first day. It took me awhile to figure it out but at 3 months with a good solid way to demonstrate the issue and with a background in embedded computing along with working with HP since about 1979 I called in.
8 hours later of a few phone calls HP agreed to take the machine back (this was a 3 month old laptop). The paperwork on return showed they were able to replicate the issue and I thought maybe it was fixed.
Horror. Not only was the issue still there but the laptop would lock up in 5 to 15 minutes. The laptop was worse than before.
The call to HP resulted in "we've done all we can." At 9 months and no working laptop I closed the books on HP and for their non-performance I share the story with others.
-> It appears HP no longer designs and makes their own products. If there is a defect then it may never be resolved except by HP (or you) replacing the product. In my case it was a common BIOS defect and HP's own words were "we buy the BIOS." While this may be true it only means they go back to get it fixed by those that sold that part.
Fortunately for me the laptop was one from the office so we were able to get another and give HP 6 months to correct the issue. All escalations resulted in no action.
Meg Whitman has a big task ahead of her. While this is one laptop here, if HP could not resolve this, the result is clear.
I own an HP envy 17 and have had it for about 1.5 years now. The screen has failed many times and they have deemed it accidental every time even though it was hardware failure. Now a month ago when my screen had some discoloration I sent it to them they said it was accidental damage. The screen has no cracks and my laptop had no dents or scratches on it. Plus, I sent my laptop out a month ago and still dont have it. It took me a little over a week to get a hold of my case manager and when I did he was rude. He told me that since I sent my laptop in a lot of times which is true but it was mostly due to either it failing or me getting the laptop back with a missing screw in the keyboard which allowed me to pick up the left corner of it that they wouldnt cover it.. This is unacceptable on a $2,000 laptop. They are completely unprofessional. Even though Im entitled to 1 free repair of my laptop (if the damage is considered accidental) per year and this is the first time Im sending it to them this year, they still wont replace it. Ive had so many problems with HP. It all started when I had a pavilion dv6 that crashed 7 times in the first month and HP wouldnt let me return it and I finally got this new garbage laptop after owning that thing for 6 months and having to argue constantly with case managers to let me get a replacement since Im a business student and need it for class all the time.