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- Is it possible to find a ticket number with the serial numbe...

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10-06-2023 03:14 AM
Hello,
Since June, I have had a problem with a customer's laptop displaying.
"There is a problem with the HP Endpoint Security Controller on the unit.
Please contact HP Inc. to have the unit serviced. "
However, when I called HP to redeem the warranty, the message did not appear and the technicians told me to call back when the message appeared.
Now it happens every time but the warranty expired on July 25.
During my last call in early July, the technician told me that she would indicate in the ticket that the problem appeared before the end of the warranty, if I called after July 25
This morning I called HP, and the person cannot help me because I do not have the old ticket number created previously. If she does something, it will be on estimate.
How can I find the ticket number, knowing that I did not receive an email at the time?
Thank you in advance for the answers
(Sorry for my English, I use a translator)
10-07-2023 02:41 PM - edited 10-07-2023 02:42 PM
Hello @William3001
Sorry to heard about the challenges you have been facing.
Make sure your PC uses the latest BIOS for your model, version 01.25.00. Download it and run to install from this link >> https://ftp.hp.com/pub/softpaq/sp148001-148500/sp148131.exe
HP Support representatives (agent/mentor/supervisor) can search for records of your calls/interactions by using your email address or your device's serial number (S/N), for example. If you call them again, they should be able to locate your previous ticket by searching via these means, too.
Do you have a proof of purchase for your PC (invoice, receipt, etc) ? I would recommend you try to give them a call again.
Let me know how it goes.
*** HP employee *** I express personal opinion only *** Joined the Community in 2013