Laptop keys fell off, cannot connect to agent

[britishtealeave]

Hi there,

Two months ago, four of my keys fell off my HP Spectre x360. I bought this laptop less than a year ago, so the warranty is still active.

I have tried to contact HP support maybe 14-15 times about what to do. I've tried email support, phone support, and chat support. Every single time, I have been unable to reach them. They do not seem to read the content of my emails, the chat gets stuck on "waiting for an agent," and the phone lines get as far as, "we're sorry, we're having difficulty connecting you." I reached a real person twice, and they said, "sorry, can we call you back? We're experiencing some technical issues" before hanging up and never calling me back.

I'd like to get some help with my keyboard breaking before my warranty expires. Any help would be appreciated.

[Garp_senchau]

@britishtealeave, Welcome to HP Support Community,

Thank you for posting your query.

Sorry to hear about the issues with your keys. This seems to be a hardware problem, and typically, the entire keyboard needs to be replaced, as individual keycaps are hard to source.

If you’d like, you can reach out to the nearest service center. Alternatively, if you have a case ID from previous attempts, feel free to share it with me via private message, and I’ll pass it along to the dedicated team to help expedite the process.

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[britishtealeave]

One of my many Case Numbers is Edited. Would you by any chance know where the nearest service center is? I live in Lower East Side, Manhattan, NY.

[Garp_senchau]

Hey @britishtealeave,

Thank you for your response

Could you confirm if you've already sent the laptop in for repair? I see that you were offered paid support for a keyboard replacement—please let me know if you decided to decline that option.

Also, here’s a link to help you find a nearby service center: HP® Service Center Locator - United States | HP® Support.

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,