Customer support

[Mom2Max]

Hi

I’m not sure what to do…I was talking to a customer service technician about my son’s desktop that stopped working. He couldn’t get it to work after taking over the computer, he done a total reset because it was a iOS issue….the company never came back on he lost his “control” of it. He said he would call back yesterday to go through some more troubleshooting and fix or somehow resolve the issue. Well he didn’t call back and now I have a large paper weight and no way to get ahold of the same guy. (Took forever to get an actual person to talk to) My anxiety is through the roof. I can’t sleep thinking about my sons, now useless, computer. Oh did I mention only having 10 days of manufactures warranty left. What do I do??

[ub6424]

Hello @Mom2Max 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report your results

[Mom2Max]

I can’t do anything with it. It’s just a black screen and a tower with a green light on it. It’s unusable right now

[ub6424]

Hello @Mom2Max 

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[Mom2Max]

Thanks but I can’t go anything with it. Not even see a Lock Screen let alone running a program. 

[Prométhée · Accepted solution]

The guarantee, being soon finished, I fear that it will be complicated
Obviously you have no choice, the computer probably can't be fixed here..
try contacting hp again

What to do if you need a repair for your HP computer in US & Canada: HP How To For You | HP Support ...