Not recognizing serial number

[David10351]

I have just purchased an HP280 silent mouse direct from HP. I cannot get the system to accept the mouse or the serial number - which I can see quite c;early on the base of the mouse.

I got fed up with waiting on their WhatsApp site and, after an hour, hung up.

Any suggestions.

[Rachel571]

Hi @David10351,

Welcome to the HP support community.

Thank you for posting your query, I will be glad to help you.  

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

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

https://support.hp.com/in-en/document/ish_2039298-1862169-16

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.

Could you elaborate on the issue for better understanding?

Rachel571 

HP Support 

[David10351]

Hello Rachel 571 and thanks for your response.

The numbers on the base of the mouse are:

HP Product number - 19U64AA

SPS PN - M12996-001

[Personal Information Removed]

It doesn't matter what I do, nothing is recognised. I've dropped numbers and letters off, typed in the letters in both uppercase and lower, nut it is still not recognised.

Will you be able to help?

Thanks.

David.

[Rachel571]

Hi @David10351,

Thank you for your response, Please elaborate on the issue.

I will try my best to help you with the mouse. 

May I know what is the issue with the mouse? Do you face any technical difficulties with it?

Rachel571 

HP Support

[David10351]

Hello again Rachel571,

I don't know what other information would be of any use. I think I stated in my original post that it was an HP280 Silent Mouse and that I have tried numerous times, in different formats, to input the numbers that I gave you.  The serial number on the box is the same as the one on the mouse, so no differences there. There are no other numbers on it. There are no different numbers on the invoice that HP sent, so I am at a loss.

I could try contacting the help desk again, but the last time I was get on hold for an hour and then, 4 hours later, they came back to me to say that we could help me. Obviously, I had disconnected by then.

Any other thoughts?

Regards.

David 10351.

[Rachel571]

Hi @David10351,
 

Thank you for your response. Unfortunately, I was not able to find any details with the serial number shared by you. 😞

We apologize for the inconvenience, but it seems that the issue needs a one-on-one interaction via remote access.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

I request you talk to HP Phone Support and they will help you to sort it out.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

I have sent a private message to you with the phone number. 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.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[David10351]

Hi again Rachel571,

I'm afraid that I have given up trying to do this. I spent an hour on the phone to support this morning and got pushed from one department to another(6 in all) , ending up where I started, and no-one seemed to be able to help me. This was on top of spending a lot of time trying to get round the website to try and find an answer - even the BOT couldn't help me.

Unless HP can improve it's access to help, I think that they will lose a lot of custom, which is a shame as I think HP are one of the better companies.

Thanks very much for trying.

Regards.

David10351