HP Wireless Keyboard 975 - Broken Key - Can't get support - Invalid S/N

[Dragone2]

Hello,

I'm writing here since I cannot get in touch with someone from HP Support.

On October 2, 2024, I bought the HP Wireless Keyboard 975 (ITA) from the Italian HP Online Store since I'm in Italy.

After some months, the 'A' key started to not responding well when pressed (sometimes it was typing the 'A' correctly, otherwise no. In other cases, when pressed down, it could lead to a double or triple 'A' typing, so for 1 press, you could get: 'aaa').

The same behaviour started to be present also on the space bar.

Until some weeks ago, when the 'A' key litterally detached from the keyboard and as I could see, one of the pin that allows to attach it back is broken, making impossible to attach it back.

I didn't make any particular operation on the keyboard, I didn't damage it or anything strange, I simply used it every day for like 8 hours per day, a normal usage for work purposes.

I've tried to contact the HP Support line for Italy and I can't get past the robot-voice asking me for a valid Serial Number.

I've also tried the "callme" feature, where they send you a broken link via SMS (hp.com/call is in fact wrong, the right one is hp.com/callme), but they require you to input a valid S/N (and the one on the keyboard and the keyboard's box is not accepted as valid).

I've tried to use WhatsApp (for Italy) but they blocked me after 1 day from the message (I can't see their profile picture and status on WhatsApp anymore, so from this I guess that they blocked me).

I've tried on X, the account @HPSupport, but it seems to be for US customers only.

I can't do anything on their website, because for requiring support you need to have a valid serial number and they don't recognize their own as valid for the keyboard.

I tried to send them an e-mail and chat with the marketing team, but they always ask me to call the HP Support (that won't recognize the S/N of the keyboard) and won't do anything to assist me.

Here is a picture of the broken pin:

The broken pin on the A key

What can I do to get a refund / repair / replacement? Is it possible to get it? Since you're selling this keyboard for 80 - 125 € it's crazy to can't get support.

I hope that someone from HP will get in touch with me, because it's very disappointing to be treated like this.

[Garp_senchau]

@Dragone2,  Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Please check this document and follow the steps to raise the warranty dispute:

HP PCs, printers - Dispute a warranty status | HP® Support

Also please refer to the below link to check the warranty status.

Official HP® Warranty Check - India | HP® Support

Also, I suggest you reach out to the nearest HP authorized service center for personalized assistance. They can provide one-on-one help to fix the problem.

Note: There might be a nominal charge for the service they provide.

HP® Service Center Locator - United States | HP® Support

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[Dragone2]

Dear @Garp_senchau, thanks for the reply.

Unfortunately, as you can see, you need to input a valid Serial Number on the Official HP Warranty Check Website.

The problem, as I already wrote, is that the Serial Number printed on the keyboard is not recognize.

I tried all the possible codes. I can send you a picture of the S/N printed on the back of the keyboard and on the keyboard's box.

I opened this thread for this. I'm unable to do all the possible actions, since HP won't recognize its own Serial Numbers for this HP Keyboard.

Let me know if I can send you a picture or the S/N itself.

Thanks

[Kuroi_Kenshi]

Hi @Dragone2,

You can find the serial number of your HP keyboard in the following locations as well:

On the Original Box – The serial number is usually printed on the packaging.

Inside HP Support Assistant – If your keyboard is connected to an HP laptop or PC, open HP Support Assistant to check for the serial number.

Underneath the Battery Cover (for some wireless keyboards) – If your keyboard has a removable battery, check inside the compartment.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Dragone2]

Dear @ Kuroi_Kenshi,

Thanks for your reply, but I know how to find the serial number.

I've tried all the possible codes on the Original Box: the result is the same, HP doesn't recognize them as valid serial number.

I've tried the Product Code, the S/N and also the Barcode that are printed on the original box.

On the Warranty Check website, I've also tried all the possible Countries (Italy, USA, etc.) to see if something changed.

At this point, I can show you the picture, censoring it:

The Serial Number on the Box

I know that the S/N is 10 characters. I've input all of them. I've even tried by changing "0" (zero) with "O" (o). The result is the same. The Serial Number won't be accepted.

I don't know why it is not present on your HP system.

I can give you more details about the order number on the HP Store and the Serial Number if you need them.

[Garp_senchau · Accepted solution]

Hey @Dragone2, 

Thanks for reaching out! I suggest contacting our phone support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,

[Dragone2]

For those who may have the same problem: it seems that this product, at least, for HP Italy, requires to ask support to the HP Business Support, even if you are not a company.

They said that will send me a replacement, so I can consider this solved.

Thanks for your help.