HP doesn't recognize serial number of new PC

[Dave_Carta]

I have an AIO desktop on order, to be delivered in a couple of days. I'm setting it up remotely for a relative who's disabled — she'll do the initial out-of-box setup and OOBE with me on the phone and I'll take it the rest of the way with a shared screen. I'm trying to download a user guide, but HP support doesn't recognize the serial number, nor the product name (24-cr0000t) so I can't be sure, for instance, whether the PC comes with the stand attached or not. I can get NOWHERE on the support website without a serial number. (I can barely post here without one. Sorry about the incorrect tags etc.)

Is the serial number invalid because the PC has yet to be delivered? How can I get a manual for this model? How can I reconcile the serial number with HP?

[Paul_Tikkanen]

Unfortunately, there isn't much information available on the support page:

https://support.hp.com/us-en/product/setup-user-guides/hp-all-in-one-desktop-pc-24-cr0000i/210158193... 

[Dave_Carta]

Thanks for the link, Paul. Guess there's basically no detailed documentation available, a shame. When the system arrives I'll check whether the serial number becomes valid then, or if the system somehow arrives with a different serial number than what's on the order. This doesn't bode well for my first HP purchase in 11 years.

[Paul_Tikkanen]

You're very welcome.

[Dave_Carta]

Update: In the process of setting up the computer now. The setup instructions came in the form of a QR code, so there's really no access until you receive the unit. Serial number still not recognized.

How can I contact HP support to reconcile the serial number issue? HP doesn't allow any contact without one.

[Paul_Tikkanen]

HP does not provide any phone numbers and the only way to get in touch with them is by starting at the link below and that may not be of help.

https://www.hp.com/us-en/contact-hp/contact.html 

Just be careful if you start searching for HP phone numbers online because it is a minefield of fake HP support sites which will do everything they can to scam you.

That is why HP does not publish any phone numbers on their support site.

Since this is a peer-to-peer forum and I don't work for or represent HP, that is all the help I can provide to you regarding this matter.

[Dave_Carta]

Thanks Paul. I was able to contact HP via the chat on the homepage. I had to say it was a "Sales" issue in order to get through. We'll see if it gets fixed.

[Dave_Carta]

An update:

I didn't get anywhere with sales support.

I discovered social media support on Facebook Messenger. This has about a 30-minute turnaround time for chat messages, but I managed to open a service case. The first case was closed after I failed to respond overnight to a prompt by the service rep, so I opened a second one. Social media support has no memory, so I had to enter all the relevant info again. This case was closed with advice to call HP for continued support. Of course phone support doesn't work without a valid serial number.

After leaving it over the Thanksgiving weekend, I tried contacting an HP support agent who'd been active here on the forum. No response.

I'm back on social media support. At least I have all the relevant info in a doc that I can just paste into the chat. I intend to keep at it until I get a resolution. I'm really disappointed in HP support. Though my serial number isn't (yet) recognized, I have as much right to support as any other new customer.

[Dave_Carta]

Final update:

I was able to start another support case via social media support and actually escalate it. The new support rep, George, was apologetic and wanted to know if the PC needed service. I said no, but I wasn't comfortable that if it ever needed service i could get it. After a week George checked in again and asked if I needed anything else. I said no... but the serial number was still unrecognized. George replied that he was archiving our conversation and that HP "look(s) forward to providing you with assistance in the future should you require it. Please either let us know or dial (HP support phone number redacted here per forum rules) for more immediate assistance." I'll note here that phone support STILL doesn't function for this system without a recognized serial number.

I can't fathom that this issue, an INTERNAL IT issue at HP, still isn't resolved, and I'm resigned that it will never be resolved. I can only hope that the system stays problem-free for the length of its warranty period. I'd be a fool to extend the warranty, if that's even possible for a system with an invalid serial number. I'd be embarrassed if I were HP.

[Bill-45]

I'm having the same situation, serial number not recognized. This for a HP Elite desktop that I bought directly from HP.com. In addition, HP Support Assist app says that I have a 1 year warranty. The HP page that I ordered from says it is a 3 year parts, labor and on site warranty. That is also printed on the model and serial number label on the computer. I also bought a Care Pack and cannot register it. HP is a mess and I doubt I will ever get any action if the computer has any problem in the next 3 years. I could have bought a no name Chinese computer and gotten the same level of service. Another brand that I bought 5 years ago was automatically registered and when the mother board failed one phone call was all that was necessary to have a tech out to replace it. Too bad CS is so bad, as I'm very happy with the computer.