Can't register HP SSD FX900 Pro M.2 1Tb NVMe for support

[ccayer]

I purchased a new HP SSD FX900 Pro M.2 1Tb NVMe just over a year ago, and it just failed, and yes, I do have the receipt and original box.  The box shows that it has a 5 year warranty.   I tried using the HP support site to register the product, but it won't take the serial number, giving the error "Please enter a valid serial number".   I've checked with 2 other people, to make sure I'm not reading  or entering it wrong.  Without registering the product, the site won't give me options to contact support.

Any suggestions?  Thanks!

[erico]

I can ask a Moderator to see if you can be connected to a team at HP who can assist you..

[ccayer]

Thanks!  That'd be great.  The support site is still rejecting the serial number.

[sandytechy20]

@ccayer 

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[ccayer · Accepted solution]

I've yet to be contacted by HP Support regarding this issue.  A bunch more searching revealed an email address for Biwintech.  It turns out they "are an official licensee of HP on digital storage, so warranty is serviced by" them.  A quick email to techsupport@biwintech.com with my NVMe's part and serial numbers, and a copy of my receipt, yielded an RMA and return label.  It only took a few days, and I've already received the replacement.

I'm not sure why none of this info is on HP's website, or why their support site doesn't automatically provide this when entering the device info to even see support options.  The package and manual only lists the hp support site for warranty info.

Thanks to everyone for trying to help!

[erico]

Your thread showed up on my radar again. 😣

I just pinged a Moderator again.

I hope it works and there is some follow up this time.

I can understand your disappointment.