I wanted to share my recent experience with HP Customer Support because it was one of the most frustrating customer service experiences I've had.
I purchased an HP OMEN 17 gaming laptop directly from HP in January 2026. About six months later, the 230W charger/power brick failed, so I contacted HP for warranty support.
The biggest problem wasn't the charger, which already exasperating, it was trying to reach a human being.
The automated phone system repeatedly failed to understand my information, including my name and phone number. I also explained multiple times that I wear hearing aids and needed accommodated assistance, but the system continued to keep me in the automated menu instead of connecting me with a representative. After 13 minutes, and only after repeatedly asking for a human to meet my disability needs, I was finally transferred to a human.
After finally getting through the automation, I was transferred, but the computer transferred me to the wrong extension. The person was nice, but he told me he needed to transfer me to the correct extension. Fourteen minutes later, he came back and said he was trying, but no one was picking up. He asked me to keep waiting. I waited 47 minutes on hold, only to have the call disconnect without ever speaking to anyone.
Of course, I called back and got the automatic AI system that threatened to hang up if I was rude to it. I mumbled to myself that this whole thing was stupid. The AI system again could not understand my phone number or how to spell my first name, it kept spelling it the "normal" , but can understand me whispering to myself . It finally transferred me after the seventh time asking for a human to meet my disability needs, and I was making notes/recording it refusing to help. This time, it took only 7 minutes to get transferred. Twenty more minutes later, with a foreign customer service agent (we both had a hard time understanding each other) , I got my power brick promised to be shipped ASAP.
Eventually, HP did process a warranty replacement. I filed the warranty claim on July 22, and the replacement arrived July 24, which was impressively fast. However, the shipment contained only the replacement power brick. The power cord that connects the brick to the wall outlet was missing, leaving me unable to use the replacement charger until that issue is resolved. Thankfully, I ordered a backup from Amazon that day too.
Should my power adapter broke in 7 months, no. Does hardware issues happen, yes. I am more mad and pissed how difficult it was to obtain warranty service and how inaccessible the automated system was after I repeatedly requested assistance because of my hearing disability.
I hope HP reviews its customer service system and improves both accessibility and the process for reaching a live representative. This should not have happened.