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02-08-2010 03:33 PM
I purchased an HP wireless elite keyboard from Frys. The usb bluetooth dongle stopped working returning an error message that it was malfunctioning.
I called HP tech support four times. Each time they asked for the serial number and product number and after providing that info, each time they said the numbers were not valid and there was nothing they could do.
They then suggested I go on-line to tech support chat, which I did. I provided all of this information to the chat support rep and ultimately was told to go to the parts store to order a replacement part as there was nothing they could do. However, I had already checked with parts and learned that the wireless elite keyboard is not available.
I called Frys and they told me that HP had to honor the warranty of the keyboard. I called HP again and decided to try another route, since all of the tech support is out of India and they don't seem to know what is going on.
I got through to a parts person and asked to speak to a manager. I eventually got to speak with the manager who told me that this is a common issue. He told me the serial number for the keyboard is useless to the tech support (or Parts department for that matter) since the only serial numbers they have access to are for major components like notebooks, or desktop computers, not something so trivial as a keyboard.
He told me it was Fry's responsibility to contact HP for warranty support on the keyboard, not my responsibility. I asked him why the tech support people kept telling me that the serial number I was giving them was invalid and he said he couldn't answer that. I commented that I had purchased a Logitech diNovo media keyboard and when I had issues with the bluetooth receiver/transmitter, Logitech overnighted a replacement part to me, so why does HP require the consumer to go through the retailer for warranty service - I know of no other manufacturer with such a policy.
Unfortunately, no one at HP really seems to know what is going on. I really like the keyboard, but after this experience I have to say I would never consider purchasing another HP product and I have owned a ton of HP equipment - a kayak workstation, a color LaserJet 4550, various Hp Deskjets, a LaserJet II a LaserJet 5MP, etc.
HP support is horrific. This just seals the deal for me as I have purchased an Apple MacBook Pro and a new Apple Mac Pro Workstation. My new printer is a Canon iPF 5100.
The keyboard was a pretty minor investment in the scheme of things, but HP's customer service has convinced me to look elsewhere when considering future product purchases.
Has anyone had similar issues with HP customer service?
05-06-2010 06:31 PM
I have been trying to find support for the same keyboard and mouse, and for the same part--the USB receiver--and I am having no luck. I have not even been able to speak to someone. I had to google "hp wireless elite keyboard replacement" to find your post.
I thought I was crazy for not being able to find the help I needed. And I'm not just talking about the item itself, but also trying to find a link to chat with someone to ask the question. Who designed this website? Anyway, it is frustrating knowing that even if I try to contact them, I would hit the same walls that you did. I will, however, write to the NY attorney general with this complaint. Let's see how far that will get me.
I, like you, would not consider buying anything HP from now on. They no longer have me as a customer. Admittedly, I've only owned macs and this was my first HP purchase, which I was very happy with until it stopped working.
09-20-2010 12:43 PM
I broke the wireless receiver, because it's not made very well, and sticks out of the side of the computer. Tech support said they could not provide me with a new wireless receiver, and I would have to buy a new keyboard.
I didn't want to spend another $50 / hoping I could get the receiver alone for $10 to $20, but no luck.
09-28-2010 02:39 PM
The HP Elite Keyboard is sold under two HP product numbers (FQ481AA and FQ480AA). FQ481AA bundles a mouse with the Keyboard. These two products offer the end customer a 1 year HW warranty in the US. The warranty entitlement is done via POP (proof of purchase) and not via the SN. HP has replacement support units available to cover any warranty requirements. The HP call centers in the US (1-800-hp-invent) can help provide basic troubleshooting and if the product is defective, order a replacement product that will be sent directly to the end user customer.
If this is not the experience you are having with the call agent, please ask to be transferred to a call center supervisor to discuss the issue and resolution.
03-31-2011 12:02 PM
Yes just yesterday for the very first time in the year and 5 months that I have owned my HP Wireless Elite slim keyboard it's online signal told me it needed batteries changed, so I changed them. Immediatley it stopped working. I tried everything from a different set of battereies to uninstalling and reinstalling to rebootin my computere several times before calling
HP support :-( . And that is the most horririf experince I have ever had with support in the 21 years of owning ....lets see 5 different brand name computers, and many scanners printers and other accesories. Yes the so called tech support was indian speaking and all 8 of them that I had to be on continuous hold for over an hour to speak to spoke such broken english that I could barely speak to them. So Issue never resolved, I am using an archaic keyboard that hurts my fingers, oh did I mention that I am disabled and that was the reason I needed the slim keyboard with the smaller softouch keys so my hands would not get sore typing.
I will never EVER buy HP again, and I am having a difficult time finding another comparable brand like this same keyboard with the softouch keys within my budget.
BUYER BEWARE..IF YOU EXPECT TO USE TECH SUPPORT DO NOT BUY HP PRODUCTS
07-11-2011 12:54 PM
I had the exact same problem with the same keyboard. After I replaced the batteries for the first time, the keyboard stopped working! I called HP and spoke to a guy who was COMPLETELY USELESS. I asked me what the serial # was and after I gave him the serial # he told me I was wrong and that it had to be a 10 digit number (keep in mind i am reading the serial # off the back of the keyboard). After arguing with the guy for literally 10 minutes, no exaggeration, he told me to take it to a "local store" to get it fixed. I asked him what the hell a "local store" is and he referred me to walmart. It is great to know that after spending $50 on an HP keyboard, the HP tech support team refers me to Wal-Mart to get the device fixed. I have been a huge fan of HP products for the past seven or eight years. Every laptop or desktop i have bought has been HP. However, after this experience i will NEVER shop HP again!
04-12-2012 08:30 AM
HP RK713A Wireless Elite Keyboard.
The problem many of you are experiencing is a design flaw in the keyboard battery compartment. The spring contacts for the positive tip of the AA battery are recessed behind the adjacent guides. Some battery manufacturers batteries positive nibs (actually called "**bleep**") do not protrude enough to make the contact.
Solution: carefully pull out the spring (deforming it a bit from purely flat) contact a little bit and it will then make reliable contact and your connection problems will go away.
Some HP mechanical engineer should lose his job over not verifying his design met ALL battery dimensions.
07-11-2012 03:13 PM
Excellent - this was my problem too with RK713a. The original batteries (Energizer enhanced lithium c.2009) died yesterday, killing the keyboard. I replaced with Duracell AAA, but keyboard still dead. Reset computer many times, unplugged/plugged dongle several times to no avail.
Adjusted + terminal springs on keyboard battery compartment as awardblvr suggested with a working keyboard!