Within just a few weeks, it started making a significant whirring noise, which at first we couldn't tell was coming from the hard drive or the fan.
We took it back to Currys PC World who told us it was too late to exchange it and would have to go back to the manufacturer for over a week (if we were lucky). My wife is a writer, and since she had already started her next novel and also needed to stay in touch with her large social media base, she couldn't afford to do without what was essentially the way to make a living .
We decided to put up with the noise for the moment, which then became much louder and even more distracting for writing. What followed was an extremely frustrating period where we tried to find contact numbers for the right people, had 'fitness for purpose' conversations regarding our consumer rights and total failure on the part of HP to raise our concerns.
HP Twitter "support" (and I use the term loosely) referred us to their regional team, who contacted us to say they do not provide email support and to call customer service. technical support or chat support. When I went back to the Twitter team to tell them that this path had gotten us nowhere, I was told that they would take up the matter with the regional office, who should respond within 4 days. When they didn't, there was still back and forth with lots of copying and pasting and three more batches of four days of waiting, with no contact.
At this point I insisted on speaking to someone in customer relations, but was contacted by the tech team, who told me I couldn't speak to CR as they were already at current and delegated to them the task of making the call – and then repeating. that they could only repair the laptop. Back to the Twitter team who said they can't reverse the decision and continue to "work with" our local support team.
I then received a call from the UK and Ireland office, who emailed me for more information and said they were looking forward to a response, which I sent, copied to Dion Weisler, CEO of HP – only to receive a message indicating that the mailbox was not monitored! Unsurprisingly, nothing from the CEO either. More than four months had passed at this point.
My wife and I were then so furious at the lack of ownership of the problem that we started expressing our displeasure on open Twitter and taking to forums, where we discovered many people were experiencing the same problem – just the noise of Google's HP fan. " and it is now a widely recognized design flaw. We have since taken our revenge by advising people not to buy HP Pavilions – you know what they say: / "If anyone has good experience, he can tell a few people about it – but if he has a bad one, he'll tell everyone.
Eventually we bit the bullet until I decided to take a look inside the laptop, where I discovered that it was the vibration against the fan mount that was causing the noise – which stopped when you held the working fan in your hand. No attempt to dab it with rubber or padded tape solved the problem.
So here we are. Aside from never buying an HP product again (and we've had printers too), all we can hope is that we can inflict some pain on HP by discouraging others from buying their laptops.
AVOID!
Updated December 11, 2020: HP made contact from its headquarters in France but, although I received many "Thank you for your feedback", "We will learn from this" and "there has clearly been a communication problem at first,” they did or said. nothing in the way of reparation. In fact, they placed the blame on Currys PC World for not fulfilling their obligations by reviewing the laptop in store, which contradicts another part of the conversation where they stated that it was still under warranty. one year with the third party retailer at the time, and also explains why Currys may not have wanted to invalidate this warranty by opening it. HP, however, apologized, even acknowledging that we were "loyal" customers, completely missing the fact that they alienated us.
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