PC World / HP Spectre X360

Jmoo

This is driving me nuts, I'd appreciate some help.

I've had the X360 for less than 6 months and had wifi issues since I got it. It was nearly £1,000 - the most premium laptop I've ever got. Yet from what seems like day dot I've had wifi issues which I originally put down to my home network. But after months of tinkering, complaints, and purchases I realise it's the laptop.

Yes I originally thought this was my BT Home Hub. It all works when I'm sat next to the router, but when I leave the room it all goes wrong. Even though I have no problems with my phone, iPad, other laptops, or Sky+ in other rooms.

So after tinkering with the settings on the Home Hub I called BT who sent me another to check it wasn't that. The second had no effect. After a few weeks I then got what was considered the best non-BT alternative, and spent £50 on it. That didn't help much at all. So I got myself a wifi extender in case it was still the house - which still had little positive effect.

It soon became apparent this was the laptop. I searched HP forums only to find many others in this position. We've all tried different drivers, updates, and yet we all have the same problem. I got in contact with HP who wanted to replace the card. Yet on the forums they say they've had the replacement card and it made no improvement. I didn't want to part with the machine for 2 weeks when I rely on it for work.

So I kept holding out the issue was big enough for them to resolve it. I kept tweeting HP asking if a solution was coming. Forum users said hold out for Windows 10. And when that came last week... it only made things worse.

I complained to HP through 3 mediums and spoke to Intel who make the wifi card. After much persevering I spoke to their customer relations team today. They accused the internet of making stuff up, that their forums weren't manned by them (even though they're on their site and I was contacted by them that way), and there's no known issues with it. Once they worked out I had got it from PC World they didn't want to know - even though it's their product.

At the same time as my complaints with HP I'd spoken to PC World. Who said they wouldn't deal with my issue without speaking to technical support. So I called them tonight. And they didn't seem very helpful.

My issues I spoke to them about was the wifi issue and the fact within 4 months my aluminium keys were wearing away. It is not looking like a premium product of nearly £1,000. They told me they'd take it away, but I won't get a temporary machine as I don't have a plan with them (despite my warranty, and the law saying I shouldn't be inconvenienced). He then told me he was only technical support so wouldn't be able to advise on those issues, and I might be better off going in store and arguing. Finally, he told me the keyboard and wear of case which looks awful was cosmetic so that wouldn't be resolved as it wasn't faulty.

This seems so poor for the price I paid. I shouldn't have gone with HP, their customer service has been awful, and I could have got an Apple Macbook for the money which I know has better customer service. But I needed the laptop for work, otherwise I'd have returned it from Day 1.

The saving grace is I got it with a Sainsbury's Credit Card less than 6 months ago so I could in theory go down that route to get a refund. I feel the fact PC World won't rectify all of the issues encountered puts me in good stead to have a good face-to-face discussion about it. I would rather a refund, but I won't settle for anything less than a new replacement.

Your thoughts?