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‎10-13-2026 03:04 AM - edited ‎10-13-2026 03:05 AM

HP Recommended
Product: HP Color LaserJet Enterprise MFP M776dn

I need help finding an escalation path for support on a broken enterprise laserwriter (in UK).  It failed after a few weeks and an engineer diagnosed a main board failure.  He promised to order and fit a new board and hasn't returned.  I have been chasing the support team for 4 months and got no progress, just "we'll get back to you".  Needless to say they never do.  This is causing significant disruption to our business.  How can I escalate this to senior management to get a resolution?

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‎10-13-2026 05:48 PM

HP Recommended

I would suggest you light a fire under the vendor you bought it from and get them to get HP to fix it. 

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‎10-14-2026 02:32 AM

HP Recommended

I bought the product from HP, with a 3 year on site support contract! 

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‎10-15-2026 06:40 AM

HP Recommended

Hi  @gingerbiscuit,
 
Welcome to the HP Support Community!

Thanks for reaching out!


 I can understand how this situation must be, especially when your HP Color LaserJet Enterprise has been out of service for several months and is impacting your business operations, Dont worry let me check and help you with this. 


Kindly please share the following information via private message so we can review the case history:

  • Case ID #: (Any previous case ID)
  • Name:
  • Cell Phone Number:
  • Email Address:
  • Serial Number:
  • Product Number:
  • Current Country:

Once we receive these details, we can take a closer look and determine the appropriate next steps.

 

I hope this helps. 

I'm an HP Employee.


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And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

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