I purchased a new laptop in March 2009. Upon initial startup, the computer failed. After mulitple attemps to fix the problems with a tech online and on the phone, the computer began to work, somewhat. Multiple problems with programs, start up and battery operation lead me to decide to send the computer in for fine tuning. This proved to be very difficult. I spent hours on the phone with tech support, who insisted the problems could be fixed via remote access. The problems continued and after 2 weeks of what seemed endless hours on the phone, they finally sent me a box (on December 14, 2009) to return the faulty computer. Two weeks after returning the computer, I had heard nothing. I called service center again, who said the computer had not arrived. This could not be, where was it? After much haggeling on the phone, they finally figured out the computer had arrived at the facility 10 days earlier (December 21), but for some reason, the product codes did not match their records, so they did not begin work on it. They did not begin work on it, NOR did they contact me to tell there was an issue! Becoming increasingly irrate with HP, I was put on the line with a Supervisor. This supervisor was very understanding, and we came to find out that the serial numbers matched, but the tech who made the order put in the incorrect product code, screwing up the order. The supervisor insisted they would begin work the following business day (which was actually 5 days away because this was December 30, 2009) even though it was to take a total of 10 business days for the repairs. Now I have been unable to work for three weeks. Today, January 6, 2010, it has been one week since I last called and spoke with the supervisor who insisted work would begin on Monday and he would email the techs to "rush" my order. I just called HP and they still have no record of my computer in the tech center. Even though they repeatedly ask for my email and phone numbers, NO ONE has EVER contacted me! I am really upset with HP and will NEVER buy another HP product. Their service procedures and standards are below industry level and their product sucks. I have had a lemon from the first day I received it and no one will help. They keep telling me to call back in 24 - 48 hours after the system updates and maybe they can give me more information. Meanwhile, my cell phone bill is going higher and higher while I waste my time calling tech support and customer service. Why, I keep asking them, can't they send me an email update, since they obviously have my email? They do not have that capapbility, I suppose. A computer company that cannot send out an automatic email update when a computer that is under warranty has been received and is being repaired. I urge all consumers to consider these facts before purchasing any HP products in the future. I still do not know what is going on with my computer, and they do not know when it will be repaired or returned. They have once again told me to call back in 24-48 hours, after the system updates.