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No Case number? You are screwed.

HP Recommended
DeskJet 2700 series
macOS 11.0 Big Sur

Let me just start by saying how extremely disappointed I am with HP support system. It really sucks to try to get a case number and nothing works.

My printer was doing fine after the first print. Then second time although the connection was perfect and there was no error on HP app or on the hardware itself - like light bulbs going off and staff - all of a sudden it stopped printing. I tried everything in the book, from troubleshooting to resetting, but nothing worked. I decided to use the HP's support page.

First I tried to call, the bot wouldn't recognize the serial number and wouldn't move to an agent even though the number was correct.

Then I tried chatting. Chatting unavailable.

I don't use messenger so third option was trying to call.

Page refreshed with case number unavailable and a phone number to call for further assistance. Trying calling again but for apple products using HP for some reason I need a case number. Bot was like we can text you, we can tell you the link to generate a case number in order to reach a live person. Back to square one, where chatting page refreshed as unavailable and calling option refreshed as "case number: unavailable" yet again. No case number? You are screwed.

All I need to do is use my warranty to fix my printer. Why it has to be so hard to reach a live person nowadays?😤

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HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended



Welcome to the HP Support Community.


This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.


Please do check your inbox on the forums page for the private message.


If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!



Have a great day!


I am an HP Employee

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