HP laptop and 24H2 not-a-hardware problem (FYI)

Mark K · Dec 10, 2024

I purchased this HP Envy x360 2-in-1 Laptop 15-ew1003nr laptop earlier this year (2024) and have had just numerous problems with it. This HP laptop has been sent to HP several times and wasn't sure if HP actually fixed the laptop. I have barely ever had a chance to use it. Windows 11 23H2 has been installed on the laptop, but when it came back from HP, Windows 11 24H2 existed on the laptop.

I kept experiencing random lock up problems where the system would freeze at random time and intervals, CPU fans would blow hard, and the HP laptop would get very hot at times. After spending too much time again with HP Support, I contacted the local Micro Center store, which I bought it, and they asked me to bring it in for them to diagnose. Micro Center had the laptop for about four days, running diagnostics on it without any problems, no hardware problems at all. However, the laptop now has Windows 11 23H2 on it.

With the numerous problems relating to Windows 11 24H2, I need to run Windows 11 23H2 on the HP laptop for the time being. There are too many incompatibilities and other problems with Windows 11 24H2, that the HP acted like there was a major hardware problems with the laptop.

What does this show for Windows 11 24H2. I'm staying with Windows 11 23H2 on the HP laptop. I will run the registry and group policy changes on it to make sure 24H2 does not install.

werty · Dec 10, 2024

Hi,

are you running the latest version of the BIOS provided by HP and the chipset drivers by Intel?

Mark K · Dec 10, 2024

werty said:
are you running the latest version of the BIOS provided by HP and the chipset drivers by Intel?

Yes.

Megahertz · Dec 10, 2024

Nipdawg

In what can we help you?

Mark K · Dec 10, 2024

Megahertz said:
Nipdawg
In what can we help you?

Not so much help, but someone else may be experiencing a problem similar to what I just went through. The problem is Windows 11 24H2.

Vsynced · Dec 10, 2024

Nipdawg said:
Not so much help, but someone else may be experiencing a problem similar to what I just went through. The problem is Windows 11 24H2.

You said you were barely able to use it before HP support tinkered about and upgraded you to 24H2, no?

Unless I'm misunderstanding and you're saying it all started with 24H2?

Mark K · Dec 10, 2024

Vsynced said:
You said you were barely able to use it before HP support tinkered about and upgraded you to 24H2, no?

Unless I'm misunderstanding and you're saying it all started with 24H2?

I wrote: Windows 11 23H2 has been installed on the laptop, but when it came back from HP, Windows 11 24H2 existed on the laptop.

I have a ton of notes, emails, chat logs, phone call notes, etc. that I am just glad this entire ordeal is over.

If I pay a premium price for a good laptop, I should receive such support. HP Support has a huge communication and translation problem from over India to their service center in Texas. HP Support absolutely is horrible. Not even worth messing with, but I had a warranty problem.

idgat · Dec 10, 2024

Did you remove/disable the HP bloatware?

Have you tried a clean install of 24H2?

Image your existing system (warts and all). Go into tin-foil-hat mode and do 2 images - Macrium Reflect and AOMEI Backupper (both freeware versions)

Then create a 24H2 boot USB and do a clean install. Do problems still exist?

Mark K · Dec 11, 2024

Update:

Since I cannot remove this post, I have removed my other posts elsewhere. HP (USA, local) and I have an email discussion going on and one agreement is that I remove all my posts about my details. Since I cannot remove the post here, please do not inquire more about this post. Apparently HP is rather serious about the "warranty" claim and support foul up on their side. We are privately discussing this problem. Thank you.

idgat · Dec 11, 2024

WTF!!!!

hsehestedt · Dec 11, 2024

Am I getting this right? Is HP basically holding you hostage by limiting what you are able to say publicly about their service?

I am not expecting a response unless it is to tell me that I have this completely wrong.

I'll say this about my experience with HP:

I do have my beefs with HP, support has been far from perfect for me, but sometimes they also have surprised me in a really good way. I have one issue that they were never ever able to resolve, but on the other hand, I have a really good experience with them. I posted on their forum about a problem with a swollen battery in a laptop to the point where the trackpad was being pushed out of the case. They reached out to me and sent me a free replacement battery even though the laptop was long out of warranty.

Let me conclude with this:

I know that you are still working with HP on this issue and may not want to discuss the issue here further at this time. But if we can help at some time in the future, please post as many SPECIFIC details about the issue(s) you are experiencing and we will put our collective heads together to see if we can assist you.

I wish you the best of luck!

idgat · Dec 11, 2024

Had a coupla bad experiences with HP but luckily the devices were purchased from a reputable retailer and were exchanged without a hitch

Never been an avid fan of ANY proprietary support service, especially computers. In most cases the support is outsourced and the person contacted probably has just finished a support call about a washing machine or dishwasher. And in most cases help is given from a bog standard response from a database of replies depending how the problem was input by the non-technical call centre personnel

Mark K · Dec 11, 2024

In short, I will never buy another HP laptop.

Never felt so degraded by a company before when they were avoiding their "warranty".

idgat · Dec 11, 2024

Nipdawg said:
Never felt so degraded by a company before when they were avoiding their "warranty".

Are you sure this was the company's direct doing, or not just an inexperienced call centre person giving wrong/misleading advice (albeit for which the company is ultimately responsible anyway)?

Still, leaves a bad taste

Mark K · Dec 11, 2024

idgat said:
Are you sure this was the company's direct doing, or not just an inexperienced call centre person giving wrong/misleading advice (albeit for which the company is ultimately responsible anyway)?

Still, leaves a bad taste

All HP parties involved all were not very good. Seems like they were doing their best to not uphold the warranty. Many did mention that I could call them back after March 2025 (when the warranty expires) where they can help me get it repaired.

Really? Doh!

Marcus Vinicus · Dec 11, 2024

Hi @Nipdawg

Have you asked to speak to the HP Tech Support Manager/Supervisor or whatever they're called?

Mark K · Dec 11, 2024

Marcus Vinicus said:
Hi @Nipdawg

Have you asked to speak to the HP Tech Support Manager/Supervisor or whatever they're called?

That is why I wrote "All HP parties involved..."

They even researched my HP certifications that I had in the past, so they were researching me. Back in the mid 90's I used to help train HP printer tech on how to repair their printers back then. Glad I turned down the HP job offer back then still.

Mark K · Dec 11, 2024

This is why I am may no longer buy laptops. All laptops that require repair are hard to find OEM parts without being so darn expensive. I have been repairing, rebuilding, etc. laptops and all computers for over 30+ years now. Not much that I cannot repair, except for the tech garbage out there that is made disposable.

This is why I have two custom tower systems (shown in My Computers). I have two computers that I know how to repair if ever needed. Laptop are convenient, but expensive. May replace the laptop with a tablet soon.

Marcus Vinicus · Dec 11, 2024

Sorry to read about this and can understand your reaction to the support given in this case.
Good luck with this.

hsehestedt · Dec 11, 2024

I've become a bit of a tough customer with support centers. First, I record every telephone conversation. This saved my bacon on an experience with Dell. Their Tech Support made some promises that they then later tried to back out of with the Tech basically telling their management that I was lying. I provided proof in the form of my recording. This resulted in me getting a free replacement laptop (a newer model!) and a free replacement Thunderbolt dock.

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