Can't Access Warranty Support

[Bochulain]

Hey there HP, any way to explain that? Aside from not wanting to have to provide support for a defective product, I mean. Also note that I did try capitalizing the letters in the serial number, however that still wasn't accepted.

Edit: The images were removed as the serial number and part number were considered private information, which is an interesting interpretation. 

-Image one depicts a page with my client's warranty status, as well as his laptop's serial number and part number that were used to identify it.

-Image two depicts the warranty support page asking for the serial number again, then rejecting it as not a valid serial number. It also shows the laptop in question.

This means that the warranty support page does not need further information as it has already pulled it from the cookies generated by the previous page. It also means that it is (consulting a different database/disconnected from the database) of the previous page, preventing me from placing a warranty request.

I realize that I sound particularly confrontational. It's just that since I started working in IT support back in 2007, I've never had a positive experience with HP hardware, software, or support, and I don't expect this issue to be solved. I'm just doing my due diligence so I can truthfully tell my client "I contacted HP support for the warranty and was unable to place a request, all I can recommend is that you don't make the mistake of replacing the laptop with another HP product."

[Dragon-Fur]

@Bochulain 

Welcome to the HP User Community.

Both images included private information and have been removed from public view to protect your privacy.

We are a public resource - please do not post private information in the Community.  Thanks.

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[Bochulain]

Hi DragonFur, thanks for your concern, however the private information provided was the serial number and product number of the device, this can't be used to identify anyone who doesn't have access to HP's servers. I won't try to repost the images however, since I frankly can't be bothered to argue with HP staff/award winning users. I'll edit the original post with the question and just hope that it's not too confusing for the HP staff to understand, since they're who I want to reach. I'd reach out directly, however reaching out directly is the problem as illustrated by the images you removed. 

Thanks!

[Dragon-Fur · Accepted solution]

@Bochulain 

You are welcome.

The removal of images is less about what is accessible and more about what is allowed in the HP Community RoP - Rules of Participation that we must follow.   Serial numbers are considered private information.

Should there be a response from an agent, the agent will post a message here in the Community before using other means to contact you.  At that time, you and the agent can privately exchange whatever information is necessary to resolve the issue.  Agents also have access to information that has been removed from public view - the information is not lost.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[Bochulain]

Hi Dragon Fur,

I accepted your response because you tried most to be helpful. I never did hear from a support technician and will just suggest the client replace the device with a more reliable brand.

Thanks again!