I want to contact HP to get a repair of my laptop

[Aurimas1]

Hello, so i want to contact HP to get my laptop repaired, as there is multiple problems reoccurring with it.

I am in the UK, and the HP website doesnt seem to be of any help.
 

I dont want an automatic response, i want actual person to respond to my query and get this laptop fixed as i believe its hardware failure and its still under warranty.

I somehow created an HP case, and when i was talking to a representative on live chat, he didnt know how to help me, and said that they are US, and i need to contact UK HP about it.

here is the information about my case:
 

• HP Case Number: [edited]
• Serial Number: [edited]
• Product Number: 4AV46EA
• Product Description: HP Pavilion - 15-cw0509sa

and this is my problem with the laptop, so if any of you know how to contact HP to live chat, or get a repair, please send me information.

Hello, so I think my laptop's NIC is damaged or not functioning, or the motherboard itself. I have 2 seperate problems, first is my ethernet port doesnt recognise my ethernet cable, however the light shows up. I have tried to reinstall drivers, update drivers, update BIOS, uninstall completely, reset my whole laptop from factory defaults. everything as i have done about 10 hours of research online, how to fix this issue. the issue lies with the Realtek PCIE family controller, which is the driver for my ethernet port, and it sometimes appears in my network devices, sometimes it doesnt. instead it appears on "hidden devices", and is greyed out. when this happens, my ethernet doesnt work at all, and i get really bad ping lags from my wifi card, however, the internet is working perfectly, as i have other devices running that dont experience this problem at all. i tested my internet many times, and i know its not the issue. another issue, is when i restart my laptop, sometimes my audio device is showing "unplugged", and i have to either reboot, or reinstall the driver to get it working again, this doesnt happen too frequently, but does sometimes. another issue, i like to use hibernate on my laptop, as it saves my work and i dont need to shutdown always. however, when i do hibernate, 8/10 times, when i start the laptop back up, instead of it going back to hibernate, it just shows a black screen, then reboots instead. and this is frustrating as i have lost a lot of work because of this issue. i tried diagnosing it, and researching online, however i havent found any success. and my final issue is that my USB ports sometimes jsut disconnect completely, and doesnt reconnect couple of minutes later. and its both my USB ports. i have tried uninstalling the USB port hub, reinstalling the ports drivers itself, tried unchecking power management on the hub, to not disconnect the USBs. everything as i could from online research. however none of these helped, and the issue persists.

Thank you.

[erico]

I notice that you make no mention of having used the HP PC Hardware Diagnostics utility. 

Unless you have uninstalled it, you can access the utility by tapping the F2 key immediately after powering on the notebook.  Once the utility is invoked, run the long system test. If testing  produces an error code, write it down and post it here.

You can click on Component tests in the HP Hardware Diagnostics  screen then test the USB ports and the Ethernet posts .

Once you have those results please share them here in your thread.

Regarding loss of data, Always use a secure backup solution.  If you are using Microsoft Office, you can set whichever you are using  to backup every few minutes to an external disk or to a secure online cloud storage solution.

We will try to get you issue resolved as quickly as possible. 

If you feel that you cannot wait,  you can use the contact link for HP Support at one of the  links below.

https://support.hp.com/gb-en/checkwarranty

https://www8.hp.com/uk/en/contact-hp/phone-assist.html

HP Phone contact  UK

https://support.hp.com/gb-en/contact-hp

[Aurimas1]

hello, thank you for your response and suggestion.

i tried the hardware utility, however everything passed.

might just try to contact them.

[erico]

I can ask a Moderator to connect you to the appropriate warranty team at HP.

[Aurimas1]

yes that would be great.

thank you

[kevin-t · Accepted solution]

@Aurimas1

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.
Thank you for visiting the HP Support Community.