On the 24th of December I purchased a HP Spectre 360 laptop for £1709 and it arrived at 10:30 a.m. this morning (27th). The laptop does not start. There are no lights, or any response from the laptop, although the power unit does hum slightly. At 11am, I spoke to Alex at tech support, and she agreed that the unit is faulty and said it would be replaced quickly. She said that as I had bought a premium laptop with a care plan I would get priority and would shortly receive a text or an email with details of when the replacement would arrive and explained that the faulty machine would be collected at the same time. But I heard nothing. So I phoned tech support again at 1:50pm and spoke to Chris who put me through to a different department that deals with replacements. They told me they could not send out a replacement laptop until they had collected the non-working one and they could not do this before the 3rd of January. They didn't give any indication of when I would actually receive a working one. I explained that tech support had promised to replace the machine quickly as it was a premium purchase, that it had cost £1709, I need it for work and that I am going away on a business trip for a week starting tomorrow evening - and was relying on having this computer for that trip. The person I spoke to had a very couldn't care less attitude and said there was nothing she could do. The care plan didn't come into effect for thirty days, so no, Tech Support was wrong, I didn't have any kind of 'priority' and would have to wait. So I phoned tech support again and spoke to Ben who gave me the HP post sales email address but couldn't give me a phone number. So I've emailed the UK site post sales department, but have not had a reply and having now seen the reviews on this site i am really worried, that was a very large sum of money that I invested in this computer :-( I believed I was buying a premium laptop with a 3-year care plan, instead I received a non working item with useless support and I'm now being given a run-around to try and get it replaced and am extremely unimpressed and disappointed by this.