I recently purchased an HP Touchscreen Laptop. The store I purchased it from offers a 15 day return program. Two day prior to the end of my store warranty, I found that one of the two 2.0 USB Ports was not working. I contacted HP Online Support to see if they could fix the problem. I allowed the technician remote access to my computer. Almost all of the HP customer support reps do not speak fluent English. I was able to describe the problem and he attempted to locate the problem. Now, neither of the two USB Ports work. He said it was a Bios problem and he would have it fixed in no time.

He went to HP's own software support page to get the update needed to repair the problem. However, the HP site was down for upgrading. He wasn't able to get access to his own server. He told me I could call back later and if HP's site is up and running, a tech will be able to help.

I asked him in clear and concise English, "What is the name of the upgrade so I can install it myself." I didn't want to have to go through another hour explaining the problem. He answered me saying, "Don't worry, I will fulfill you." I didn't want fulfilled. I wanted the name of the update so I could install it myself. I asked again and again I received the same reply. "Don't worry, I will fulfill you." Not wanting to be fulfilled, I again asked "what is the name of the update that will repair my problem."

HE HUNG UP and DISCONNECTED the remote service. I had wanted to request a transcript of our conversation, but never got the chance and now have no documentation of our hour and a half chat. I could have directed the next tech to the chat to determine the problem and what has already been tried to fix my problem.

Service is every bit as important as the product you're purchasing especially today, when one out of three products purchased needs to be returned or have warranty service.

Had the tech been fluent in English, he would have understood my question and not gotten upset, hanging up on me. Conversation is even more difficult by phone, because Bill, John, or Chuck can't speak or understand English. This is extremely frustrating.

I had spent two weeks learning WIndows 10 and setting the computer up with the software and display the way I like it. I have only one day until the store warranty expires and I'm stuck with an HP Laptop with no working USB Ports.

As a result, I have no option other than to reset the computer back to factory settings and hope that all my data is erased. I now will have to pack it up, drive to the store, exchange it and spend time setting a new one up again.

Had the rep only understood I wanted a back up plan to know the name of the update in case I couldn't find a technician that could locate and fix the problem.

Whether you are buying a laptop or a car or insurance, if the support is not there, YOU ARE OUT OF LUCK!