Dropped Notebook Repair

Si600 · ‎09-09-2026

I'm not entirely comfortable doing this, but I've run out of patience.

Once of our users dropped his laptop , 2 months ago on the 3/7. To be clear, this is a paid for repair and I have signed a repair contract to that effect. It is not a warranty claim or anything dodgy, it was our user who dropped it and we'll pay for it.

The first time I contacted HP support was all fine, except I registered the device with the wrong serial number so the repair centre had to send it back. I don't understand why they couldn't hang on to it and send me an ammended repair contract.

The second time, with the new contract has not gone so well. I have an open support ticket with the repair centre, I have filled in and sent back the repair form with the correct serial number. What I do not have is any UPS booking to collect the laptop. I have been phoning the support centre to be told it's with the validation team and nothing can be done but wait. 4 weeks later I still have a broken laptop, and now no more patience. If there is anyone on here from HP who can find out **bleep** is going on and arrange to either talk to me in person or get the blasted ticket actioned that would be very appreciated.

PM me for the ticket number,

Simon

Pallipurath · ‎09-10-2026

Hi @Si600

Welcome to the HP Support Community.

Thank you for posting your query.

I regret the inconvenience you’ve experienced with the repair request. I understand that the device was initially registered with the wrong serial number, which required the repair centre to return it, and that the second attempt has been delayed while awaiting validation. I will look into this matter to ensure the issue is resolved. Our goal is to have your laptop repaired promptly under the paid service contract you signed. I appreciate your patience and will continue to monitor your ticket until the repair process is completed. I would request you to please share me the Ticket number so that I can check and assist you further.

Take care and have an amazing day!

I'm an HP Employee.

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