Warranty Claim and technical assistance

[RedBaronEins]

Having purchased the above device from Amazon, Germany in January 2020 with a 3 Year HP limited warranty, while trying to register this device on HP's website, it was not on their database. 

After 2 years of use, the device has failed during boot up, wit the message "Device is about to fail, backup your data" Have tried to read out the data (in a different PC via a PCIE adaptor, internal and external, without any luck with the message "Drive is locked" Having tried various methods to unlock the drive.

Have spent many hours to contact HP's Technical services also to lodge a warranty claim without any result their website will not accept the serial number given  and  is anything but customer friendly.

Have contacted HP in Germany, have been given a phone number for their customer service by contacting them, I have been told that HP has split and I should contact their service and warranty claims department, this brought me once again into the endless loop of HP's useless website.

Could anyone help me to  contact the appropriate department at HP Inc. In Europe?

[itsmyname · Accepted solution]

@RedBaronEins -- Have tried to read out the data, in a different PC via a PCIe adapter, internal and external, without any luck with the message "Drive is locked"

I hope that this reply is acceptable under this forum's "Rules of Participation", which do not allow any registered contributor to help anybody with "password" issues, if this forum's moderators deem to classify any part of this reply as a violation of those Rules.

Have you tried booting your computer from the "Live CD" version of the UBUNTU software, while the disk-drive is connected?  The "live" option does not "touch" any of your files on your disk-drive.

This _might_ bypass the "drive is locked" message, because the disk-drive is mounted in its original computer, and thus might allow you to use UBUNTU to copy all your Personal Files to an external disk-drive.  Maybe.

Or, now for something completely different:

The free version of the Macrium Reflect software can create a "bootable" copy of the software.

Boot from this copy, and use the software to try to "clone" your existing disk-drive onto a brand-new disk-drive. Maybe, the copy will not be "locked".  I don't know!  The only way to find out is to "clone" your disk-drive, remove the disk-drive, and boot your computer from the cloned copy.

[Prométhée]

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@RedBaronEins wrote:

Could anyone help me to  contact the appropriate department at HP Inc. In Europe?

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here I only found the versions from 120 to 500gb
but it should be the same
the contact options for this type of product are different from what I have already read several times
you with this document here

https://support.hp.com/us-en/product/hp-ex900-m.2-500gb-solid-state-drive/23815833

HP EX900 Service Center

HP EX900 EU_NA QSG

As long as you bought it from Amazon, contact them if needed as well.

Warunki użytkowania

[RedBaronEins]

Thanks for your asisstance , regards