Contacting Support for Repairs

[Miho_Nishizumi]

One key on my keyboard stopped working, I contacted support and they said they'd fix it. I wasn't able to go without my laptop (as I was at school) and I've been extremely busy. I have a week now where I don't need it, so I figured I'd send it in for repairs, I log in and it went out of warranty less than two weeks ago. (I was very much in warranty when it stopped working.) I have a case number and everything, but am unable to contact support due to "limited support options" and need to contact them ASAP so that I can have a working computer. I get that having direct free contact would be exhaustive, but I need to just contact someone there so they can send me the box they promised so that I can send it in for repairs, but right now there's no way to contact them.

[Dragon-Fur]

@Miho_Nishizumi 

Updates / Edits

For those reading: Add HP Support contact information (Scroll down)

I am sorry you are in this situation.

Sometimes waiting is all you can do but it can come back and bite later.

OK - I will forward a request for you to have the moderators review your post.

That said,

The request likely won't help you in the way you expect.

What?

Assuming an agent picks up your request in the next days,

Assuming HP accepts the request to add you to the queue,

One week is not enough time to get this resolved. 

Not even close.  Not at all.

It takes at least that long to get the information straightened out, the box sent out, the box picked up, and sent to a repair depot.  This part of the process could (will likely) take much longer.

Then the unit has to be fixed - and THAT depends on the depot having the right part "at hand".

Then the unit has to be checked, released for return, sent to shipping, shipped back to you.

Pre-Covid,

For a relatively simple repair,

If you contacted HP Support directly to open the case,

When depots frequently had the parts they needed,

Two weeks was an example of an average "turn around" time frame.

Now, Not-so-much.

Why would I say such things?

I am letting you know that there might be delays and the "simple" repair you envision might not be reality.

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HP Support - Technical Support for Devices in Warranty

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[Miho_Nishizumi]

Hi, thanks for replying! Your information was very helpful! When I was in the chat with the service representative a few months ago, we went through all the steps to determine that it did have to get sent in, and they said it would be fully covered under the warranty with an approximated turnaround time of a week, but I do understand that things have gotten worse and because it's out of warranty now that the priority status might be moved down a bit. I might be able to get by depending on how long it will take, or I might just have to go back to using an external keyboard (which is suboptimal because of the need for mobility.)

No matter the outcome, thank you for taking the time to respond and help me with this!

[Dragon-Fur]

@Miho_Nishizumi 

You are welcome.

True an external keyboard is just one more thing to carry around - and it does increase the space required (work area) when you are using it.  

If your system supports Bluetooth...

I have an old Apple Bluetooth keyboard that I used to use on occasion when I wanted / needed an external keyboard but needed a "smaller" foot print.  Nice little keyboard - it was easier to tuck away in a side pocket of the computer sleeve than is my usual Logitech full size monster.  Didn't help for the execution, of course - still had to have extra work room.

Consider, too, the onscreen keyboard (OSK) for emergency use.  Not easy at first, practice does help.

Good Luck.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"