Sending in Laptop

[Brodecki]

I am trying to get my laptop sent in to HP to get it fixed, as the bottom panel of the laptop has come loose and I am missing part number L53416-001. I submitted a support request with chat, but I got an error saying that the support chat could not be started. I then proceeded to call HP support and I have been on hold for about an hour now. Does it usually take this long? At the same time, are wait times majorly impacted due to COVID-19? What can I do to expedite this process?

[Dragon-Fur]

@Brodecki 

Wait times can be very long.

 Impacted by the current world health crisis?  

How long? 

Possibly yes.  Wait times and overall traffic at the help center is perhaps not as long as in April - the backlog of callers is still high.  (Personal opinion based on observation - I do not work for HP.)

There is no magic to put you at the front of the line.

Our own methods can be slower - we are not a direct conduit to HP Support.

Chat is a different animal - Chat is not available everywhere and where it is available, it might be limited or only available during certain hours / days.

You could try:

Option - HP Support is on Facebook!

HP on Facebook

I'd not hang up the phone to check / try the Facebook connection...

Stay Safe.

For those reading:

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[Riddle_Decipher · Accepted solution]

@Brodecki I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[Dragon-Fur]

@Riddle_Decipher 

Thank You!

😀