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03-18-2021 02:45 PM
So my issue is two fold. The reason I am reaching out today is because my computer is showing a bulge in the middle under where the track pad is located. I can see a small gap forming between the clamshell case. I have delt with this before with other electronics devices and believe it to be the battery.
I am however not able to reach support. every time I open a chat session with them I get "The support session cannot be started." I have tried different computers as well as browser with the same result. I even used the HP support tool installed on the computer. All have failed.
I would like to get this process moving forward but am out of ideas on how to continue with HP support on this.
03-18-2021 04:26 PM
I am under extended warranty. HP 3YR IN-HOME W/ADP SUPPORT PACK but am on my finial 2 months.
I can't seem to get the chat support tool to work on any device or tool. it always says it gets disconnected. "The support session cannot be started."
03-19-2021 12:15 PM
Welcome to the HP Support Community.
If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.
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03-31-2021 07:13 AM
Well I did finally reach support over the phone. After some time explaining I finally got the RMA process started. They gave me an estimate of 10 days.
I got the box 3/19 sent in 3/20 and hp got it on 3/25. The whole time the estimate was 3/31 for repair and ship out. Well today I was hoping to receive notification that my computer was being sent back to me. Instead I was pushed back 2 months. This is beyond unacceptable. If they meet that date it would on been almost 1/4 of a year for a repair.
Battery replacement is not a big job. Parts are available for $40 online. I took advantage of my warranty only to have hp hold my computer in a warehouse for two months. The more concerning part is the swollen battery. What is it's status. Is it doing more damage? Has it started to leAk? Has it started a fire?
Unsatisfied to say the least.
04-03-2021 10:50 AM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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