I need to file a warranty claim and am running into a brick wall

IanMud · ‎05-31-2020

I am totally flummoxed. I have a hard drive with a 5 year warranty that is less than 1 year old and has failed. I was using it as my boot drive and the MBR just disappeard and while Windows 10 can see the drive, it cannot read from, write to or format the drive. I have registered the product and the only options the support system gives me are ask this group or find service center. Since those are my only options, i ask the question here....How do I get the warranty honored?

Lil_Boy_Blue · ‎06-01-2020

Hi

https://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Did W10 set the dirty bit?

https://www.raymond.cc/blog/manually-reset-or-clear-dirty-bit-in-windows-without-chkdsk/

https://www.top-password.com/blog/how-to-manually-clear-or-set-dirty-bit-on-windows-volume/

If in doubt please ask.

IanMud · ‎06-01-2020

I appreciate the suggestion but that has not proven to be the problem. This appears to be an actual drive failure. Unfortunately, when I click on the link to US telephone support, I get the following message:

"Oops!
We can't find that page, but here's the good news - we've got other ways to find what you need."

So, here I wait. No real way to talk to someone on the phone because whether intentional or otherwise, it has proven nearly impossible to get a phone number, even from the place on the HP website where a number is supposed to be.

Lil_Boy_Blue · ‎06-01-2020

Hi

Well this is unfortunate that HP don't give their US numbers.

Obviously here in the UK we have them and they work.

support.hp.com/gb-en/contact-hp/

Tidy.

Dragon-Fur · ‎06-01-2020

Apologies for jumping in unannounced.

@IanMud

If you have not yet done so, please submit an online case.

Once the case details are submitted, local contact information will be displayed on the screen.

If the response database recognizes the device, this method is fastest.

That said,

I have submitted a request that someone take a look.
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HP Technical Support – Contact Information

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Select your region and follow the prompts

Option – Regions

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Contact Official HP® Support | HP® Customer Support

Submit information / case online

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HP Support does not publicly post contact numbers. Please submit your case online

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Use the serial number of the device to submit the case (do not post that information on the Community).
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Warranty Check

Warranty Check – Single or Multiple Devices

NOTE: If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

If necessary, Select your Country on the main website page or at the bottom (click Flag)
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When the page opens, Click View Details

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Warranty Dispute

Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

If necessary, select your Region / Country: Scroll to bottom of page and click the Flag
HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

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Dragon-Fur

IanMud · ‎06-03-2020

Dragon, Thanks again for the recommendations. I have been able to register the product, but this disaster just keeps getting worse. When I attempt to check the warranty status, which seems like the only option that makes sense given my circumstance, the system goes into a loop and tells me to wait a couple of minutes with a spinning wheel which never stops spinning, so there is no way I can initiate the process.

So, at this point, there is no support number because the link sends me to a page that doesn't exist, plus an online system that fails at every key juncture, either because it cannot identify the product or for some other unknown reason.

So frustrating

Dragon-Fur · ‎06-03-2020

@IanMud

You are welcome.

I have bumped the request.

Know that our methods to contact HP Support are indirect - even should the request be accepted, there can be a delay both in the initial response and afterwards.

Personal Opinion...

There is little else to be done. moving staff around to better handle the ongoing crisis, and everyone working at and beyond normal capacity.

I realize the timing is very bad for you.

If you get into a big enough crunch and if you have the budget and wherewithal, consider replacing the hardware. Personal choice - I am not advocating giving up - I am merely tendering the idea of fixing the immediate problem.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

Dragon-Fur

IanMud · ‎06-04-2020

Thanks for the help.

I have already purchased another m.2 SSD as my boot drive and installed it. I tried every way I knew to access the HP drive including registry modification, using the command line to run diskpart, 3rd party partition software and probably a few others I have forgotten. I am just hoping that when I finally get through to someone, they don't ask me to plug the thing back in as I don't have an M.2 reader other than the one being used for my Windows drive.

Again, thanks