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07-23-2020 02:26 PM
Ok, so about a month ago I made a post in HP support about my computer having a broken hinge. A member of the HP support team reached out to me and said I had a few options for going about this. Option 1 I pay $300 dollars to send my computer in and get the hinge replaced. Option 2, I receive a $250 value to the HP store to purchase an new unit. However when I contacted the support member about what I wanted to do, they did not respond. I then made the same post and was told to reach out to the HP phone support team, but when I try to talk to them I'm directed back to the HP virtual assistant, and if I want to actually talk to someone I get charged a fee. I would like to talk to someone on the HP support team over the phone but apparently that's a near impossible task. Please help me.
07-23-2020 03:03 PM
Yes, getting Out-of-Warranty support can be convoluted, messy. It is not always easy to wade through the morass.
Yes, part of the problem is that your computer is not in Warranty - just this much can make it more difficult to submit a case to HP and have HP accept that case. If, on top of the case submission, you want HP to pay for the repair, things can go a different direction. We don't have any influence on that process, by the way. None.
What about the Community?
You have been in contact with two Community agents - these are indeed actual HP people but during the time agents are working on the Community they are not working in full capacity as would be the case when you submit a case to HP Support. Our Community agents are also at the mercy of the processes used in the Community to forward requests to HP.
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07-23-2020 03:27 PM - edited 07-23-2020 09:41 PM
Thank you for your reply. I guess my question now is, is there a way to contact HP directly, rather than through through the community agents. I've tried going through their website as well as calling and have had no success. How do I directly contact HP Support?
07-24-2020 01:18 AM
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