HP made it impossible to contact them and have stolen my computer and won’t give it back

[IgnisToast]

I sent my computer in for repair a few months ago, they returned it to me without ever fixing the problem and told me I was wrong about it being a hardware issue, I ended up sending it back in, and it was a hardware issue. They then falsely claimed I have customer induced damage, and I told them it was impossible for me to have caused that, and the agent I was speaking with asked his supervisor and they were supposed to get it fixed for me, and now it’s been over a month and no new info, trying to call them on the number provided via their last email asks me for an “Agent ID” which I don’t have, and then they hang up. I need my computer back I’m going to get fired and lose my job and my livelihood this is ridiculous. How can I contact them and get my computer back? At this point I don’t even care if they fix it or not I just want it back.

[NonSequitur777]

@IgnisToast,

Welcome to our HP Community forum!

I am really sorry to hear about the difficult experience you’ve had with your repair case -that sounds incredibly frustrating.

Here are the steps I would recommend so you can escalate this and get your PC returned as quickly as possible:

1. Locate your HP Case ID or Repair Order Number

   • This should be in the confirmation email(s) you received when you first shipped the computer in. It’s critical to have this number handy whenever you contact HP Support.

2. Contact HP Support directly (bypassing the Agent ID prompt)

   • Instead of using the “agent ID” phone option, **bleep** for your country/region through the main page: https://www.hp.com/us-en/contact-hp/contact.html.

   • Choose “PCs” → “Repairs” → and then enter your product serial number. This will connect you with the right department.

3. Request Escalation

   • Once connected, explain that your PC has been at HP Service for over a month with no update, and that you need escalation to a case manager or HP Customer Relations.

   • Be clear that you are requesting immediate return of your device, whether repaired or not.

4. Use HP’s Online Case Tracking (if available)

   • Visit: HP Printer & Laptop Repair | HP® Support.

   • Enter your repair order number and serial number to see updates.

5. If necessary, escalate outside regular support

   • If you cannot get traction, you may also contact HP via their social media support team (Twitter/X @HPSupport, Facebook Messenger @HPSupport) -they are often -remarkably- very responsive.

   • As a last resort, if the device is still being withheld without communication, you could consider contacting the consumer protection agency.  I would be surprised if it should come to this, because usually things will be resolved.  Keep in touch and let me know how things go!

Key Tip: Always note the date, time, and name of the HP agent or supervisor you speak with -this creates a paper trail and documentation that strengthens your case.

Kind Regards,

NonSequitur777

[IgnisToast]

Excuse me, I just have one question. When I click on “contact support now” after clicking on the device I have saved to my profile, there’s only an option to find hp service centers or go to this site, and not to call. Where might I find the number I am looking for? Cheers!

[NonSequitur777]

@IgnisToast,

I understand the frustration -HP’s support site doesn’t always make the phone option obvious, especially if the system is out of warranty or if you’re navigating from the “My Devices” profile.

Here are two safe ways to reach HP by phone in the United States:

• Official HP Support phone number (U.S.):  1 - 8 0 0 - 4 7 4 - 6 8 3 6    aka:    (1 - 8 0 0 - H P - I N V E N T)

• The business support line (for HP business desktops/workstations):   1 - 8 0 0 - 3 3 4 - 5 1 4 4

You won’t always see those numbers on your product page if HP directs you to self-service or service center options, but they are the official public numbers HP lists here: https://support.hp.com/us-en/contact.

Tip: Using the HP Virtual Agent from the contact page can also escalate you to a chat with a real HP agent if you prefer not to call.

Kind Regards,

NonSequitur777