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jethomas930
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no authorized rep in m area, need replacement hdd & OS media for new notebook

HP Recommended
HP ENVY Notebook 17-n151nr
Microsoft Windows 10 (64-bit)

no authorized support rep in my area, the name and contact information are bogus, Natalie.Smith@Staple.com 301 577 4733 is unknown to the Staples tech and management teams whose locations she is supposed to support.

 

This is a new notebook, 3 wks to the day it failed to boot. on launch the hw dianostics troubleshooter auto runs then fails, the recovery manager fails  -- both reset options, the system diagnosits for Long DST fails, the UEFI Long DST fails, the Media Creation Tool fails on both reset and clean install.  so the drive is bad and must be replaced.

 

i cannot connect with anyone to make this happen, the information on yoru site is false and/or old.

 

the HW Diag failure report failure code is: qc65xv-8h68hs-gzggq1-605503, part number w2m98ua, serial number [Personal Information Removed]

 

contact HP is the recommendation, there is no way to do that and talk to a human, it only offers online troubleshooting solutions.

 

i need a new harddrive and Windows 10 media, and i should not have to purchase it.  how to you sugges i make this happen.    i've been trying since Feb 28th, after purchasing on Feb 7th

 

 

ps:  i've been doign this since 1977,  so

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WAWood
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Message 2 of 2
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@jethomas930

 

Hello;

Allow me to welcome you to the HP forums!

 

I would think that the misspelling of the "Staples" email address would be the clue that it was fake -- as they are "Staples" not "Staple".


You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet and do the needed repairs.


If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

Good Luck

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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