WRONG NAME

[Hidester]

I just received a new PC from HP (HP All-in-One 27-cb0156m All-in-One PC, 27", Windows 11 Home, AMD Ryzen™ 5, 8GB RAM, 256GB SSD, 1TB ...).  When I went to enter my name to register it there was another name there (jennyhunny fisher) which I deleted and then entered my name which does appear under settings.  When asked if I wanted the free month trial of Microsoft 365 I entered my name for it.  But when I open Excel or Word that other name pops up (see picture).  HP wants to charge me $51.99 or them to help me.  That seems rather ridiculous.  Anyone know how to fix this? Not my name

[Dragon-Fur]

@Hidester 

Welcome to the HP Community --

Odd - Sounds like a Store Return.

If you did indeed purchase the computer from the HP Store

Contact the HP Store Customer Service right away.

Yes, it can take "a while" to get through - be persistent.

If you purchased the computer from another "not-HP" merchant,

Contact that store's customer service.

HP Store – USA

 Store/HP.com USA Sales

 Not your HP store?  Scroll to the bottom of the store website and click the Flag to change regions.

HP Store Customer Service - Examples

 HP Store Customer Service - USA

 For example:  Self-Help Service, Account, Security and Privacy, Tracking, Change Order, Returns and Cancellations, FAQ, Shopping, Shipping and delivery, Rebates / Coupons, Product Support, Parts and services

HP Product Returns – USA

Includes Chat (where available) and phone number contact

 HP.com Returns - USA

OR

 HP Store - UK - Customer Service - Contact the Store

Under “I’m looking to buy…” > Select Home Products

Under “I would like to…” > Select Contact a product specialist before I buy

============================================

What else?

If you cannot return the device,

If you do not wish to return the device,

If you have proof of purchase / ownership of new-in-box computer,

(then)

The issue can likely be sorted.

OK -- it's the weekend - that might slow things down...

HP Support is apparently not going to talk to you unless you are this "Jenny" Hunny-Bunny person.

I've sent a request to our Moderator team to take a look and what are best-next-steps.

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Request for Review – Please Read

A request has been submitted to our HP Community moderators for review and evaluation of your concern.

Worth Noting

• Our HP Community is a peer-to-peer user group.
• We are not HP Technical Support -- We are not associated with HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not guarantee HP will respond nor does our request influence the outcome.
• The time frame (how long it takes) to receive a response from HP is not controlled by the Community.

Important

• Be wary of any posted messages containing phone or email links – these are likely scammers who mean you harm.

• Please do not post any personal information in the Community.  We are a public resource.

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[Hidester]

Thank you for your response.  I was only able to get through to customer service once and they are the ones that told me I had to pay a fee to get someone to try to fix my problem.  Why should I have to pay to fix a problem that came right out of the box with the PC (which I did order directly from the HP website).  I am so furious with them that even though I don't want to return it I will probably have to do so.  Hopefully they would refund me the full amount.

[Dragon-Fur]

@Hidester 

You are welcome.

Unfortunately, Our user forum does not have any influence over decisions made at the Store or Support.

Yes, hopefully, you can get the result you need.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"