Complaint Review: Hewlett Packard

Purchased HP laptop 2/17 (paid extra for warranty)

by 3/17 it had begun freezing then going to blackscreen with error message saying that "bood device" (hard drive) was not found.  Problem was intermittent (1x per month or so) This indicates either a motherboard or SSD problem (or possibly a loose wire or bad connection).  Over the next 2 months it became more and more frequent, finally happening once per day. 

It took until 6/17 to finally get HP to agree to let me send the comptuer to them for repair (was on the phone with them weekly trying to get them to acknowledge the problem).  Customer / Tech Support reps are either unable or unwilling to deviate from the scripted language they are given.  It is so extreme that I suspect some of them may actually be bots.  Their responses to normal questions often to not relate at all to the question asked.  The computer was with HP for 6 weeks - and then returned to me telling me that they had not found a problem and had not replaced or repaired anything.  

Before I sent them my computer, I wiped the hard drive by doing a factory reset.  My hard drive had about 6 months of use clocked on it, and was named Pigwidegon. The case was solid (not wiggly) and the fan was silent, and it ran cool.  

HOWEVER:  when the computer came back, the case was squeaky and bendy (it had been solid before), the fan rattled (it had been silent before). It was running hot. When returned to me the hard drive was named QGMI3R3, and had only 20 hours of use clocked on it.  It also had 2 accounts on it - the admin account locked with an unknown passoword. 

It took me 12 hours to find a workaround and finally get the computer to do a factory reset to wipe it once more.  

HP completely ignored all of these issues and would not respond to my questions about it.  They just kept repeating that nothing had been done to the compter (in spite of the glaring evidence), and they were so glad to hear that it was working perfectly (it wasn't and I kept telling them that it was still broken and now had new problems).  These responses were so surreal and unrelated to what I had actually said, I suspect they were auto generated. 

AND

the problem continued.  I did talk them into extending my warranty since the first 6 months with the comptuer were problematic, and they had delayed repairs, and then not done repairs. 

By 3/18 the issue was nearly constant, and the computer was unusable.  Repeated attempts to contact HP customer care via email (with my previous case number) went unanswered.  

by 4/18 the computer would no longer boot up.  

Chat w/ HP customer service only resulted in them insisting that it was a software or BIOS issue, and lots of pressure to buy another extended warranty.  When I asked if it would cover a replacement computer if this one was unable to be fixed they hung up.  When I asked a different rep to please explain the difference between my current warranty and the extended one they were trying to sell me, they hung up.  After saying they would send me a box to send my computer in for "diagnosis", they hung up AGAIN when I would not buy their extended warranty.  

Why has it become OK for a company to charge $700 dollars for a product that does not work and they are under no obligation to replace it?