IMO they need good service to counter the products they put out. I went through 2 computers in a span of a year with them. First time the computer fan would not shut off as the computer was boiling hot and managed to melt the plastic on my desk. I sent it in, took a few months even with me calling 3-4 times and I called so much I memorized the numbers, the automatic pin thing and my computer code. After getting hold of a person, I was transferred 3-4 times and at times I would get disconnected or the place I was being transferred was closed and the call would terminate. Drove me insane!!! So after 2 months I finally got a good technician and said he would send this up to his manager to escalate it. (The other people said they'd do this as well, but nothing happened) Anyways, a week later, they call me back asking that they could supply me with a new laptop and the only ones they had available were a 12.1" or 17". The perfect size for me was 13-14" so I picked the smaller 12.1". They failed to tell me that the keyboard was in french so the shift button was way out to the left side and worse... the computer was even hotter than my original one. I got so fed up with it about 2 months in, I decided I would sell it but send it in to get it fixed. After about 3 weeks, I got it back and finally sold it for a fraction of the cost.
That said, my friends had some pretty decent experiences with HP support and their repairs have not taken nearly as long as mine. But the same people all had similar problems with their laptop screens and over heating issues. My Thinkpad I have now has had no problems whatsoever. If you can't tell, I hate HP with a great passion.
Let's not talk about the various driver issues as stated above that I've had.
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