The computer was not reset to factory settings. There was nothing I could do. I called customer support who called HP support. I was prompted to pay for HP monthly support service plan if I wanted help.I chose to return the computer.I could not get the start screen to come up because the computer was not reset. I out my Microsoft account info in it couldn't generate a pin would go no further.  Extremely upsetting 😡 huge waste of my afternoon.  I now to have to drive 45 mins to purchase a computer as I need it tomorrow.