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Frequently asked questions

Other HP Support

How can i contact technical/product support.

• You can find product and setup resources as well as excellent support forums online at HP Customer Support.
• If you need help from an HP Technician, you can also create a support case at the link above.

I need a part (battery, power cord, etc.) for my HP product, but can't find it on your site. Where can I order this?

• Check online at the HP Parts Store.

Where can I find my order status?

• For order status, please visit HP.com Store order status and sign in to your account or use your order number and email address to get order status.
• Once your order has shipped, you'll receive an update email which will include the tracking number for your order. To see the status of your shipment, you can either click on the tracking number link in your email/online status, or you can go to FedEx tracking and enter your tracking number.
• Note: Some of our shipments are delivered by UPS - follow the link found in your shipping confirmation email to be taken to UPS shipping and delivery details.

Can I edit my current order (order details, shipping/billing information, email, etc.)?

• If the change you want to make is necessary, after order placement, we have a limited amount of time (one hour) to cancel and resubmit the order. However, if your order has reached processing status, the order may not be cancellable.
• For your protection, we do not allow address changes after an order has been placed.

Products sold on HP.com

What products do you sell on hp.com.

We offer the best selection of HP consumer and commercial products and services and also other brands that complement our products so you can get a complete solution for you or your business in one place!

• Ready-to-ship:  We carry ready-to-ship products (laptops, desktops, workstations, printers, ink, toner, paper, accessories) that typically ship out from our warehouses on the same day of order placement if accepted before our published order cutoff time. Ready-to-Ship laptops, desktops and workstations can be added to your cart directly and do not have a configuration step. Simply click “Add to cart”.
• Built at order:  Customize! Most of our laptops, desktops and workstations are available with customization options for you to select the best configuration that meets your needs. As a result, these systems have a lead-time prior to shipment from our factories. Select “Customize & buy”, make the component changes you want and click “Add to cart”. Even if you change nothing and stick with our standard configuration, these systems enter the build process once you place your order. There is a lead time due to several factors including component supply, order volume and general processing time. Please check the “Ships on” date shown under the product image while configuring. Once in your cart, your computer will display the “Estimated ship date” directly under the product name and links to view/edit customization and return policy. When selecting a shipping speed, please note shipping starts once your computer is built and shipped. Please allow 1 additional business day for clearing U.S. Customs.
• Lead-time:  Other products we carry, while not built at order or customizable, do have a lead-time in order to be sourced to our warehouse and then shipped out to you. These are either products that are currently on backorder, newly released products on pre-order, or low volume/limited supply products that require an order to source them.
• HP Care Packs:  Investment protection! Extend your coverage to 3 or even 4 years with enhanced coverage from an HP Care Pack. Our Care Packs are all electronically fulfilled, confirmed and registered through email. Nothing will be sent to you physically. More information on our Care Packs can be found here.
• Software:  We offer several options for the software we carry including boxed with disc, boxed with no disc (download required), and electronic (download required). The boxed software requires shipment from our warehouse while the electronic software is sent after your order is confirmed through email.
• Gift cards:  HP.com Store gift cards are either in electronic format (e-gift card) or physical card form. E-gift cards are fulfilled through email to your chosen recipient. Physical gift cards are sent through the mail and take 5 to 7 days to arrive.

All products sold through our store are new; we don't sell refurbished, open-box or used products.

As consumer NB technology advances to thinner and lighter form factors, along with the use of advanced materials, most consumer notebook platforms are not user-upgradable after purchase. Please contact our support teams if upgradeability is required and we will assist you in finding a product that solves your needs.

Why does my laptop/desktop/workstation have a lead time/Estimated Ship Date?

Many of the PCs and workstations we sell at HP.com are built to order. That means, even if you change nothing in the configuration for your order, we send your order directly to our factory for building at that time. There is a lead time due to several factors including component supply, order volume and general processing time.

If you need a PC right away, please consider buying one of our Ready-to-Ship computers. These can be added to your cart directly and do not have a configuration step where you can select the components. Simply click “Add to cart”.

Please note that if any of our Ready-to-Ship products reflects a lead time, this is due to being either on backorder or preorder.

What is backorder?

Backorder means that we are accepting orders for a product, even though the product is not yet available in our inventory but is expected very soon. Therefore, there is a short lead-time and orders placed will by that later date shown. The expected ship date is shown on the product page and in the cart, once added.

What is pre-order?

Pre-order means that we are accepting orders for a new or coming-soon product, even though the product is not yet fulfillable and will be shipped at a later date. The expected ship date is shown on the product page and in the cart, once added.

Payment Methods

What payment methods does hp.com accept.

• We accept Discover, Visa, MasterCard, American Express credit cards, PayPal, and HP.com gift cards.
• If you are using a credit card, only one card can be used per transaction.
• Your payment account will be charged when you place your order. See terms and conditions for more information.

What is Voxpay?

Voxpay is a secure and convenient payment solution that we use in our call center to protect our customers' sensitive payment information. With Voxpay, you don't have to provide your payment card number over the phone, reducing the risk of fraud and identity theft.

Is Voxpay a legitimate service?

Yes, Voxpay is a reputable and reliable service that is widely used by businesses to securely process payments. Voxpay is fully compliant with PCI DSS (Payment Card Industry Data Security Standard) regulations, which means that they meet the highest standards for data security and protection.

Why haven't I heard of Voxpay before?

Voxpay is a newer payment solution that may not yet be as well-known as some other payment providers. However, it is quickly gaining popularity as more businesses realize the benefits of using a secure, omnichannel payment solution like Voxpay.

How can I be sure that my payment information is safe with Voxpay?

Voxpay uses advanced encryption and tokenization technologies to protect your payment information. This means that your sensitive data is never stored in our system, and can't be accessed or stolen by unauthorized parties. Additionally, Voxpay undergoes regular security audits and testing to ensure that their systems are up-to-date and secure.

Shipping Information

Where will hp.com ship products.

• HP.com ships to residential and business addresses within the 50 United States and the District of Columbia.
• U.S. Military members stationed at an APO may sign up for the ShipIt APO service and then checkout with that shipping information.
• We are unable to deliver to P.O. boxes.
• Store pick-up is not available for HP.com Store purchases.

How can I track my shipment?

• Once your order has shipped, you will receive an update email which will include the tracking number or numbers for your order. To see the status of your shipment, you can either click on the tracking number link in your email, or you can go to FedEx tracking and enter your tracking number.
• Note: Some of our shipments are delivered by UPS - follow the link found in your shipping confirmation email to be taken to UPS shipping and delivery details or go to UPS tracking and enter your tracking number.

What does a clearance delay mean?

• PCs that are shipped directly from our overseas factories go through a U.S. Customs clearance check. Please allow 1 business day for U.S. Customs clearance. Infrequently, we may experience a delay in that step which may impact the delivery date of your order. If you do not see progress after 2 business days, please contact us for assistance.

When should I call HP.com?

• If orders are delayed, we will do our best to update you accordingly via email.
• For cancellations and order verification, please call Customer Service 1-800-407-4005

Price Matching & Price Protection

Does hp.com price match.

• Yes, on new orders, HP.com will match the current direct-fulfilled, pre-tax price for new "Comparable PCs" and identical HP printer model numbers from any nationally recognized on-line retailer.
• Price matching does not apply to intra-day, daily deals, in-store, or limited-time promotions.
• Click here for full detail.

How do I request a price match?

• Please call us to request a price match and to complete your new purchase.
• Please have the model number that you are comparing ready.

Does HP.com offer price protection?

• Yes. You can contact us within 30 days of delivery date if we lower the price of the product you purchased and it's still in stock and hasn't been discontinued.
• Price protection does not apply to business series products, non-HP branded products, intra-day, daily deals, in-store, or limited-time promotions.

How do I request a price protection refund?

• Contact us via email at [email protected] to request a credit
• Step 1: Identify the same lower-priced product that you purchased within the return and exchange period (30 days after delivery date).
• Step 2: Email HP.com Store customer service at [email protected] with the active link, exact product and lower price of the product you purchased from us and your order number. Once confirmed, we will issue your refund.

Returns and Refunds

What can i return.

• Items purchased at HP.com either by phone or online and within the return window can be returned.
• Most products can be returned within 30 days of delivery date. Check your order detail to confirm the return window.
• However, there are some exceptions: Gift cards, opened software, and digital software downloads are not returnable. Also, account managed orders must be handled through your account manager.

How can I return my order?

• You can start an online return here.

Can I exchange or get a replacement?

• Yes. You can request an exchange or replacement through email or over the phone.

When will I get my refund?

• Your refund for your return will be issued as soon as we confirm receipt of the products. Depending on your financial institution, the credit will take about 3 to 5 business days to reflect on your account depending on the processing time of your financial institution.

Will I get all of what I paid back?

• Return refunds may be subject to a restocking fee up to 15% of the purchase price, plus any applicable sales tax and the cost of express shipping if you paid for it at checkout, unless the product is defective or the return is a result of an HP.com error. Details for any deduction will be shown on your confirmation email for the return.

Missing, Wrong or Damaged Products

What do i do if my order arrives and something is missing or wrong.

• Missing or Wrong Items - Your order may have been shipped in multiple packages and still be in transit.
• To see the status of your entire order and verify if there are additional packages still in transit, please check your online order status by logging in to your HP Store account or by entering your order number, email and last 4 digits of your phone number.
• If your entire order has arrived and something is missing or wrong, first please verify the items that you have received against the information on your invoice or your Order Confirmation email.
• You can view and download a copy of your invoice online.
• If you still can't locate a missing item or have a different item than listed on your order, contact HP.com Store Customer Service through phone, chat or email.

What do I do if my order arrives and something is physically damaged?

• If you have received your order in a damaged box and/or the product has physical damage, please contact HP.com Store Customer Service using the phone number at the top of the page. Hours are Monday to Friday, 8 am to 8 pm EST.
• Please provide photos of the damaged box and product when contacting HP Customer Service.
• If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact HP Customer Support.

What do I do if my order arrives and something is not functioning properly or will not power on?

What if my order is missing or has been stolen.

• If your order has been misdelivered by our carrier or possibly stolen, first please check with other household members, your leasing office or front desk, or neighbors. Your order may have been delivered to someone else nearby.
• If not found, please contact HP Customer Service using the phone number at the top of the page. Hours are Monday to Friday, 8 am to 8 pm EST.
• A Police report may be required in order to handle your claim.

Gift Card Balance

How can i check the balance of my hp.com gift card.

• Click here and select "Check your balance" in the upper right corner.
• Your 16 digit gift card number and PIN are needed to check the balance.

How do I use a coupon on my purchase?

• Coupon codes are limited to one use per customer.
• Only one coupon code can be used during checkout (multiple coupons cannot be used on the same purchase). Enter the coupon code at checkout (under "Shipping Method" options).
• Coupons may not be used to purchase gift cards.
• Other restrictions may apply.

Sales Tax Exemption

How do i apply for sales tax exemption.

• We validate exemption requests after orders are placed, so your order will initially include sales tax. When your exemption documentation is received and validated, a credit will be issued to the payment account used on your order as soon as your order ships.
• How to request a sales tax exemption:
• 1. Fill out the exemption request form with your name, sales order number, and the name of the exempt organization for which the purchase was made.
• 2. Attach your state sales tax exemption documentation
• Please review your state's requirements for exemption documentation and ensure all required names, signatures, and dates are included.
• 3. Send the request to HP.com
• Email: [email protected]

How can I contact HP.com Store help?

• If the FAQs did not answer your questions, you can contact us by phone, or email
• Sales: 1-888-999-4747
• Customer Service: 1-800-407-4005

• Chat with a sales rep
• Send us an email

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Offers subject to change, not combinable with all other offers, and exclusions may apply, while supplies last. HP may impose a purchase quantity limit (for example, 3 units per order). Taxes, shipping, and other fees may apply as applicable. HP reserves the right to cancel orders arising from pricing or other errors. Prices, specifications, availability, and terms of offers may change without notice. Price protection, price matching or price guarantees do not apply to Intra-day, Daily Deals or limited-time promotions. These terms apply only to products sold by HP.com; reseller offers may vary. Items sold by HP.com are not for immediate resale. Orders that do not comply with HP.com terms, conditions, and limitations may be cancelled. Contract and volume customers not eligible.

HP’s MSRP is subject to discount. HP’s MSRP price is shown as either a stand-alone price or as a strike-through price with a discounted or promotional price also listed. Discounted or promotional pricing is indicated by the presence of an additional higher MSRP strike-through price.

Microsoft and Windows are US registered of Microsoft Corporation. Ultrabook, Celeron, Celeron Inside, Core Inside, Intel, Intel Logo, Intel Atom, Intel Atom Inside, Intel Core, Intel Inside, Intel Inside Logo, Intel vPro, Itanium, Itanium Inside, Intel Evo, Intel Optane, Iris, Itanium, MAX, Pentium, Pentium Inside, vPro Inside, Xeon, Xeon Phi and Xeon Inside are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries.

Not all features are available in all editions or versions of Windows. Systems may require upgraded and/or separately purchased hardware, drivers, software or BIOS update to take full advantage of Windows functionality. Windows is automatically updated and enabled. High speed internet and Microsoft account required. ISP fees may apply and additional requirements may apply over time for updates. See http://www.windows.com.

Earn HP Rewards on select products from the following categories: Laptops, Desktops, Printers, Business PC’s, select Accessories, and select Ink, Toner & Paper. Exclusions apply, and program membership required. See details HP Rewards

The personal information you provide will be used according to the HP Privacy Statement

*America’s most trusted printer brand: Based on 2022 semi-annual internal brand surveys commissioned by HP.

*2 years of ink included with the best print quality every time: Based upon 150 and 200 pages per month of HP Smart Tank customers’ usage. Actual yield varies considerably based on content of printed pages and other factors. Average yield based on ISO/IEC 24711 or HP testing methodology and continuous printing. Some ink from included bottles is used to start up the printer. For details, see: www.hp.com/go/learnaboutsupplies. Print quality tested on everyday paper. Compared to the majority of in-class, 3:1 and 4:1 duplex, wireless A4 ink tank printers under $552 USD. Printers selected by market share as reported by IDC Quarterly Hardcopy Peripherals Tracker – Final Historical CYQ2 2023. Claim based on publicly available information as of September 2023 and Keypoint Intelligence hands-on testing and study in September 2023 commissioned by HP. Details: www.keypointintelligence.com/hpbesteverydayprintquality.

**Copilot in Windows (in preview) is available in select global markets and will be rolled out to additional markets over time. See microsoft.com/en-us/windows/windows-10-specifications for more information.

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How to Contact HP Support: Contact Info & Guide

When you need to contact HP Support for help with HP products, there is a clear path to obtaining the assistance you require. HP provides a variety of support options to accommodate different user preferences and needs. Users can reach out via chat, phone, or email to get help with their HP products. They have the option to connect with a support agent or use the HP Virtual Agent for troubleshooting.

HP’s support channels cater to different product issues, whether it’s a hardware malfunction or software hiccup with your printer, laptop, or other HP devices. To streamline the process, users are encouraged to have their product details at hand. This ensures a more efficient support experience, as representatives can provide more accurate and speedy assistance.

HP Support Info

Having trouble with an HP product? Don’t worry, help is available! HP offers several ways to connect with their support team and get the assistance you need. Here’s a breakdown of the various channels:

• Support Page: Visit the main HP support website ( https://support.hp.com/us-en ) for a wealth of resources.
• Virtual Agent: Use the automated virtual assistant for quick troubleshooting tips.
• Product Identification: Enter your device’s serial number or product name to find specific support options.
• Community Forums: Seek help from fellow HP users and knowledgeable experts in the community forums.

Phone Support

• General Support: Call HP at 1-800-474-6836. Follow the automated prompts to reach the right department.
• Purchase Support: Call HP at 800-407-4005 . 8 AM – 8 PM (ET), Monday-Friday.

Social Media

HP has active accounts on social media platforms. Here’s how to find them:

• Twitter: Reach out to @HPSupport for assistance.
• Facebook: Get help on HP’s official Facebook page.

Other Resources

• User Manuals and Guides: Most products come with documentation, including online guides, that can offer helpful troubleshooting tips.
• Authorized Service Providers: Find a list of authorized service providers in your area on HP’s website.

Tips for a Smooth Support Experience

• Gather Information: Have your product’s serial number and any error messages handy before reaching out for support.
• Be Specific: Describe your problem clearly and concisely.

Table: Support channels at a glance

Let me know if you’d like an article outlining specific steps to get help for a particular HP product.

Key Takeaways

• HP Support is accessible through chat, phone, and email.
• Support covers various HP products, providing tailored solutions.
• Product details help speed up the support process.

Contacting HP Customer Support

If your HP product needs help, you have several ways to get support. Use the method that works best for you to solve

Managing Your HP Devices

When managing HP devices, one should ensure their product is registered and understand their warranty services. Knowing how to check repair and order status is also essential, as is support for multiple devices.

Product Registration

Users should register their HP devices to receive timely updates and support. Registration typically requires the product number and serial number found on the device. This can be done on the HP website for users’ specific country or region.

HP Warranty Services

The warranty is a promise of reliability. Users can check their HP device’s warranty status online. For additional protection, they may purchase a Care Pack Warranty. Warranty disputes and damage not covered by the standard HP Limited Warranty should be referred to HP Support.

Checking Repairs and Order Status

For devices under repair, users can view the status online. This requires the service order number provided by HP. It’s a straightforward way to track progress without the need for direct contact.

Support for Multiple Devices

HP supports users with more than one device. Through the HP website, customers can perform a single-system check or manage multiple devices. HP’s support aims to ensure all devices are functioning well with a simplified approach to technical assistance.

Using these measures, individuals can efficiently manage their devices and solve issues with HP’s guidance. Users can count on HP Technical Support to handle the specifics of hardware management and repair services.

Frequently Asked Questions

This section offers guidance for customers looking to contact HP support through various channels, including phone, chat, email, and technical support for specific products.

How can I reach HP customer service by phone?

Customers can reach HP customer service by phone by finding the appropriate contact number on the HP website. Different regions may have separate phone numbers, so it is important to select the correct country or region to get local support.

What options are available for live chat support with HP?

HP provides a live chat support option on their official website. Users can access this feature by navigating to the HP Support page and looking for the chat icon or link to connect with a support agent.

Is there an email contact for HP support services?

HP support services can be reached via email through the HP support page. After submitting a support ticket online, users may have the option to communicate further via email with customer service.

How do I get technical support for HP printers?

For technical support with HP printers , visit the HP Support website and enter the IP address of the printer to access the Embedded Web Server. From there, follow the on-screen instructions for support and troubleshooting resources.

Are HP support and customer service available 24/7?

HP support hours may vary by service and region. It is best to check the HP Support website for specific information on availability, as some support options may offer 24/7 assistance while others have set hours.

What steps do I follow to access HP support resources?

To access HP support resources, start by visiting the HP official support website. There, users can submit a case or use contact options including chat and phone. Some regions may require submitting an online case to see additional contact information.

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‎06-08-2019 07:25 PM - edited ‎06-08-2019 07:30 PM

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We highly value all helpful questions and feedback regarding the accessibility of HP products, website, and services, which we welcome you to provide here. Visit your Country HP Customer Support website for any technical support assistance you need with an HP product. Additional information on HP Accessibility can be found at www.hp.com/accessibility , including phone support for people with disabilities or age-related limitations in North America. We urge you to fill out this form completely so that your request will be properly processed. Please only send non-confidential, non-proprietary information.

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Is HP customer service good? 2023 rating

Here's our undercover tech support review

• HP tech support
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• Bottom line

If you have an HP laptop and you have a problem, your solution will highly depend on whether or not you shelled out a boatload of money at the time of purchase.

Getting help from HP is a mixed bag. Almost all the representatives spent too much time updating Windows or HP apps instead of getting to the core of the issue with the simplest solutions. Some didn’t bother following up, and others were a nightmare virtual assistant assisting no one but corporate greed.

Despite that, most of the people I had connected with through HP were rather helpful. I received correct answers across all of my calls, even though some lasted way longer than they should have. Here’s how HP tech support reacted during my numerous encounters with them.

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Phone hours (EST) : 24/7

HP tech support number : 1-800-642-7676

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When we put these laptop companies under pressure, we ask three or so questions of our assigned brands and one of those questions is a control question that we all share. For HP, the control question was, “How do I change the touchpad sensitivity?” Meanwhile, I came up with several different questions for each method of contact, which as follows:

• How do I make the audio sound better?
• How do I cool down my laptop?
• How do I turn off the camera?

Social Media

I jumped to Facebook and asked at 12:16 p.m. “How do I change the touchpad sensitivity?” I immediately got hit with a number of questions by the virtual assistant. It asked me to clarify, and then prompted a “Touchpad sensitivity” option. Then it asked for my first name, last name, how I use the product, what type of product it is, and which product line it belongs to. A full waste of my time to finally get to a message that asked me to wait for a live agent. 

I got a response two hours later at 2:16 p.m. from a representative asking me for my email address, phone number, country, serial number, product number, and issue description. I swear I was going to pop a blood vessel — this is not a complicated question. I got a response three hours later, asking me to elaborate on the issue. I responded two hours later, stating that the touchpad is too fast, and I have yet to get a response the next day. Regardless of whether or not they actually follow up — this is terrible service. A reasonable person would have found a solution by now.

I tried Twitter (or X if you want to be that person), and before I could type anything, the chat had an automated response asking for the product name and the issue. It also stated that the typical response time was two hours. I asked at 11:47 a.m. “How do I turn off the camera?” and mentioned I had a Spectre x360. 

I got a response two minutes later asking for my serial number. I responded three minutes later with the serial number. Eleven minutes later, I received the correct response to my question. In less than 20 minutes, I was in and out of this conversation. An ideal interaction.

My social anxiety has not disappeared just because I’ve been a journalist for the past seven-plus years. I would rather not talk to people, so my first option whenever I have a tech issue is to look it up. For HP-related issues, you can go to the HP Support website . This site can direct you to software and drivers, printer support, computer support, diagnostic tools, warranties and a section to contact HP directly.

If you’re trying to diagnose your problem, you can look up the manual or specific product information in the box below the general navigation. You’ll need the serial number, product name, or just let HP detect your product. 

Unfortunately, the most useful part of HP Support is actually not directly on the Support page. If you go to the top and hover over Support, you’ll find the HP community page, which is filled with community asked and answered questions. The community is relatively active, so there’s a chance you can fix your issue before you have to contact anyone directly. I typed in my question about cooling, and found an answer four clicks down, but I also typed in my question about turning off the camera and didn’t find an answer. I even checked HP’s official support page — no luck. So it’s hit or miss.

It’s been a few years since I’ve had to rate HP’s tech support, and the company still hasn’t learned. You could learn how to juggle before you get contact info out of HP (obviously, this is hyperbole, but that’s how I am feeling right now). You have to make an account and sign in and provide the serial number for your laptop before you can even call or chat with the company outside of a virtual agent. It really shouldn’t take this much effort to get in contact with a tech support team. Just put the appropriate numbers on the tech support page. Why is this still a problem?

Once again, Googling HP’s tech support number was also met with a dead end. The first number that pops up is one associated with the company’s Sales department. And you know what? Our own tech support showed up on the first page in Google’s search for HP’s phone numbers. The main consumer customer support line is 1-800-474-6836 (located in Manila or India) and the Spectre support line is 1-888-817-4633 (located in Bangalore, India). Meanwhile, the Omen support line is 1-866-724-8628 and the Elite support line is 1‐866‐625‐1175, both of which are located in Rio Rancho, NM, USA.

HP’s latest Support Assistant app is up to the 9.25 version. The home tab showcases your device specs and information, device health, a list of fixes and diagnostics, and support resources. You have immediate access to guided troubleshooting via a Virtual Agent. You can see your warranty information as well. Unfortunately, HP removed the option to get in touch with a representative via social media on the app. Of course, before you can even get HP’s phone number through the app, you have to make a case — seriously, why do you make it so hard for people to ask for help?

If you have an issue that requires you to remain in contact with HP, you can download the HP Support Assistant app for mobile. The app lets you see all of the HP devices that you own in one place as well as any cases attached to them and how long their warranties are. You can also contact the virtual agent via this app and check in on the health of the device, concerning battery, storage and security. There are no more troubleshooting guides. The app is basic, but it can be helpful if you’re on the go and can’t wait around your laptop for help. The app will also lead you to contact information. Of course, the user also needs to have the foresight to register the product with a memorable email address and password, and if they don’t, the app will be a waste of storage space.

In the HP Support Assistant app, I entered a hellscape of automated responses thanks to the virtual assistant. The time and responses are somewhat irrelevant, since I was looking for specific information and not actually enacting everything this assistant was telling me. Instead, I’m just going to run you through everything that happened. Prepare yourself, it’s a journey.

Before I could even type anything, it identified that I had an HP Spectre x360. So, I had asked “How do I cool down my laptop?” It asked me to clarify, prompting a “Help me prevent overheating” option (each of its following questions were followed by prompts for me to click. Then it asked what PC I had — Notebook. It proceeded to explain via a wall of text that heat is bad and that the heat might be from dust or bad cooling, and that the sound of the fan could mean the laptop isn’t cooling efficiently. Then it asked me if I wanted to get started. Okay? 

It then recommended I should clean the vents, make sure the PC has good ventilation, and update the BIOS — all guided through a 3-minute YouTube video. If you’re ever done the aforementioned things, you know that updating the BIOS alone could take a chunk of time out of your life. I said it didn’t work, and it gave me another solution. Now it is explaining once again to me why heat is bad, except now it’s saying all of the bad things it could do, like stopping Windows, the keyboard, or games. Then it explains that dust, new components, old fans, or a hot room could be the culprit. Now it’s again telling me to clean out the dust from the vents, but also not to open the laptop despite showing images of an open laptop.

That didn’t work, I said — yeah, we’re not done yet. Now it wants me to go out and buy compressed air to blow into the vents. It displays a bunch of images of this and tells me how to locate the vents on my laptop. I said nope, that didn’t work. Next it basically told me to go to a cooler room, or just ventilate the laptop better — now explaining exactly how many inches of clearance (it says six inches) each vent needs, and it even told me that laptops at higher altitudes will get hotter. I once again said, nope that didn’t work.

Finally, the HP Virtual Assistant mentions that it actually has an app for this — HP Command Center. The right answer, for what could have been a waste of hours or days of time for an individual to jump through the hoops that the virtual assistant suggested. I cannot tell you why it didn’t offer the simplest solution first, but here we are. This is the end of our journey. I am ready for a nap.

HP Dragonfly Pro

With the HP Dragonfly Pro, I called up the basic line for consumer tech support, which is 1-800-474-6836. Their call center is located in Manila and India.

My first call was at 1:52 p.m. and I was accosted by a virtually useless virtual assistant that made me repeat my serial number multiple times because it didn’t understand me (this was ultimately pointless because I had to repeat the number again to the representative). After 3 minutes and 47 seconds of the virtual assistant (any amount of time talking to a bot is too long for me), I was transferred to a representative. I asked  “How do I turn off the camera?” They were very nice, and made some small talk while looking up my serial number and issue. They then guided me through the steps of how to disable the camera via the Windows settings, which isn’t wrong, but there was a simpler solution (the camera button on the keyboard). 

The representative asked to take remote control when I was playing dumb, but I glossed over that until they had enough faith in me to do it myself. I don’t like when representatives try to take remote control immediately because who wants someone to access their personal laptop? And if the issue happens again, how does it help for a representative to solve it directly for them? Regardless, the conversation was over at 9 minutes and 46 seconds.

My second call was at 10:51 a.m. and I was once again harassed by a virtual assistant asking me for my serial number several times (it doesn’t know its Cs and Bs apparently). It took 3 minutes and 31 seconds to get connected to a representative. I asked “How do I change the touchpad sensitivity?” They asked for my serial number, again (seriously, what’s the point of the virtual assistant if it’s not assisting anyone in this matter?). Then they wanted to take remote control of my device — I was not a fan, but I played along. To my surprise, they were very explicit about explaining that I can disconnect anytime and taught me how to disconnect. The representative even guided me through each of the steps for how to change the sensitivity. Overall, it was a very succinct and pleasant experience. The call was over at 9 minutes and 51 seconds.

HP Spectre x360

With the HP Spectre x360, I called up the direct line for Spectre tech support, which is 1-888-817-4633. Their call center is located in Bangalore, India.

My first call was at 2:33 p.m. and I was immediately put in touch with a representative where I proceeded to have precious minutes of my life wasted. Imagine having an existential crisis while on the phone with a tech support company as a tech journalist disguised as a normal consumer. My question was “How do I make the audio sound better?” and this representative fell into a trap that many tech support reps do — “let me take control” followed by “let’s update it.” 

They spent 20 minutes updating Windows and the BIOS. And guess what? After that, they directly typed in Bang & Olufsen into the search bar. But they kept disconnecting from the remote session, and blamed it on Microsoft Edge. So they made me download Google Chrome on the spot. We're 37 minutes in at the point of getting Google Chrome up and running. Of course, that didn’t work, either. 

Then they wanted me to use my phone as a camera for them to see. I said no, because I had to go soon for a doctor’s appointment (true, but also yuck). Then they told me they wanted to call me back later. I said I don’t have time for that (also true). I asked if they could guide me through that app they pulled up without the remote session. They reluctantly agreed. I had to play along and mention that certain features were turned off in the app. It was like pulling teeth, but after another five minutes, they finally got me to turn the equalizer on — solution unlocked. Call ended at 43 minutes and 44 seconds. What a miserable experience.

My second call was at 11:52 a.m. and I was immediately put in touch with a representative again, but this time was a much more streamlined experience. My question was “How do I cool down my laptop?” and once again, I was hit with the  “let me take control” followed by “let’s update it.” However, while updating the PC, they opened the HP Command Center and turned it on for me (I had turned it off — muhaha) and explained how it worked. 

They got it right close to the first try, and then they proceeded to update the system to ensure nothing else would interfere with the fans. The process did take a bit of time, as the call wrapped up around 27 minutes and 55 seconds. They even scheduled a call back for the next day to check up on the issue, which was nice.

All HP consumer and commercial laptops come with a minimum of a one-year parts and labor and a 90-day software warranty. However, certain configurations of HP commercial laptops can provide up to three-years parts and labor warranty support and up to five years non-warranty spare part support.

HP laptops do not come with accidental damage protection, but you can purchase it for an additional cost and you’ll also get 24/7 tech support, pickup of damaged devices, in-home service for select devices and coverage for multiple incidents. In the U.S., HP covers shipping in both directions as part of all laptop warranties, but expedited shipping options are also available albeit at an additional cost.

Additionally, you can upgrade your laptop with no impact on your warranty, but only if you use HP-approved parts. Products that are sealed are not considered customer upgradeable, so that will void your warranty.

HP also offers services like Absolute Home & Office, which protects your tech from theft, giving you the ability to lock, erase, locate and recover your PC for $40 a month. There’s also SmartFriend, which is a $15 monthly service that’ll give you 24/7 tech support regardless of your warranty status.

Bottom Line

I was surprised that my phone calls, outside of one outlier, actually went rather well if not a little long in particular areas. Even contacting HP through X was a short and sweet process. But everywhere else felt like a nightmare. 

HP’s support website doesn’t lead anywhere helpful unless you make an account, make a case, and fight your way to get a phone number. Facebook support was utterly useless. And App Support might as well be nonexistent. The app itself is fine, but the virtual assistant is not helpful, and hasn’t been helpful in any other iteration that I’ve encountered.

Overall, if you want to chat with HP for some tech support, hit them up on Twitter or call directly on the general line listed above. Every other point of contact should be forgotten.

• Scorecard and Winners

Rami Tabari is an Editor for Laptop Mag. He reviews every shape and form of a laptop as well as all sorts of cool tech. You can find him sitting at his desk surrounded by a hoarder's dream of laptops, and when he navigates his way out to civilization, you can catch him watching really bad anime or playing some kind of painfully difficult game. He’s the best at every game and he just doesn’t lose. That’s why you’ll occasionally catch his byline attached to the latest Souls-like challenge.

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