I ordered a HP Envy 13 directly from their store. The one I received had a faulty screen. I contacted them within an hour of the laptop arriving. Was told that they would call me back - which they never did. I phoned them back, to which it was confirmed that I would receive a replacement. From this I heard nothing from HP until the courier firm arrived to collect my broken laptop - with no prior warning that they were going to collect the product. Luckily, I did receive a replacement. However, I am failing to receive adequate service in transferring a care package THAT I PAID FOR to the replacement laptop. I have been told repeatedly to wait for an email from the "correct department". It has been over two weeks and I still haven't had this transferrred