Getting support for broken Creator 935 mouse

[Spatz_UK]

Hi, really need some assistance from HP here...

I purchased a 935 Creator mouse direct from the HP Store about 6 weeks ago.  The physical click on the wheel has broken when rolling the wheel up or down and it just spins so it scrolls too far.  I would like a refund or replacement because the product is not fit for purpose, per my consumer rights in the UK.

I have called the Sales team and they cannot help as the device is more than 30 days old.  I cannot register the device on the website as the serial number is not recognised.  I have done a Whatsapp chat with what turned out to be consumer post-sales support which resulted in the agent saying it was a business product and giving me a phone number to call.  When I call that number I pretty much have to enter the serial number.

I am getting nowhere fast because I cannot speak to someone in support and when I do, I am told it is the wrong department.  Business post-sales agent told me I need to speak to SMB post-sales, but ended up with the same situation that I need to enter the serial number.  When I ask the Whatsapp chat to put me through to the SMB team I think I have ended up with the same agent I was messaging on Friday (or it's AI).

Has anyone here either from HP that is willing to give me a call to sort this?  Or has anyone got a bona-fide direct contact number for a team that will deal with this?  Or am I going to have to ask my bank to do a chargeback because HP are unwilling to give me any mechanism to contact support?

Thanks,

Stuart

[Raj_05]

Hi @Spatz_UK,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4

HP Support 

[Spatz_UK]

Thanks for your response,  DM sent