Service centre in Midrand "Ensure service "

[T_F96]

Hi can anyone help me to escalate my issue.

my laptop had issues as it could not power on, a few months I went to the HP website, and I lodged a query or ticket. After a few days I was contacted by someone from ensure service and they provided an address of an HP service center to take my laptop for repair, a few months passed as I had no financial means to repair my laptop. It is only two weeks back that I could afford to take it at the service centre. Last week I received my quotation on and was informed the issue was the SSD, that I need a solid-state drive 512GB M2 2280, SS PCIe. I paid the quotation in less than 48 hours. 

Now when I opened my laptop I realised my laptop is running out of storage, all my files from my laptop and apps have been deleted I was not warned about this in advance. How can the HP company help me to sort this issue out as I am a customer and they are the ones who referred Ensured service to me, I need help ASAP I am an online distance learning student with UNISA, I do not have enough financial means at the moment to repair my laptop again, and I am studying for my BSc in Computing. The technicians have really put me into a new dilemma as my laptop does not have enough resources to (storage is more than 90 percent less than what is was when I originally bought the laptop and I would not be surprised if some hardware parts are missing) how will I complete assignments and other things.

I am heartbroken anyone please assist. I am based in Johannesburg South Africa

[VikramTheGreat · Accepted solution]

Hi @T_F96,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thanks for reaching out, and I truly understand how frustrating this must be, especially as a student juggling studies and finances. We appreciate your patience, and we’re here to help.

About the SSD replacement and missing files: It sounds like the SSD was replaced during repair, which would explain the loss of your previous data and apps. Unfortunately, HP doesn’t offer data backup as part of standard repairs, and we’re sorry this wasn’t communicated.

If the new drive seems smaller than expected, or storage looks unusually low, there might’ve been a part mismatch or partitioning issue. Please share your case number and confirm if the service center mentioned any parts being replaced.

What You Can Do in the Meantime:

• Check Your Current Storage:
  • Right-click the Start menu → Disk Management
  • Check if the full 512GB is showing, or if only a portion is allocated (it may need to be partitioned correctly)
     
• Reclaim Storage Space:
  • Remove any preinstalled trial apps or unused programs
  • Use Disk Cleanup (search in Start menu) to clear temporary files
  • If the drive is smaller than expected, let us know immediately.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[T_F96]

Hi, the service centre I am happy with how quickly they handled my laptop repairs and the receptionists where helpful, I was seriously concerned with why my device gave me a storage warning message. So, I eventually checked what type of SSD was installed and they did install the type of hardware they specified. The installed SSD shown by the device manager is Intel HBRPEKNX0202AHO. However, the problem is the displayed storage capacity is around 26GB. Now I wish they could set up a remote meeting and virtually assist me in fixing the issue, traveling is a bit of an issue at the moment, yet I need my laptop repaired asap. 

[T_F96]

This is my work order 0006090598, yes they did inform me that the requested product is a solid-state drive 512GB M2 2280, SS PCIe and the quotation was reasonable. I think the technician might have forgotten to do a final checkup to see that, the storage capacity is sufficient and not too low and hence missed sorting the capacity issue out before collection. We are all human beings and slip ups are understandable. As an HP customer I needed HP support hence I sent my query, plus I got their contacts through the HP website, lastly when a piece of hardware is replaced shouldn't the customer obtain the old hardware that has been removed.

[VikramTheGreat]

Hi @T_F96,

Thank you for your feedback!
We're glad to hear that your repair experience and our reception team's support met your expectations.
 

Regarding your SSD storage concern:

• The installed SSD (Intel HBRPEKNX0202AHO) is the correct 512GB PCIe SSD as per your work order.
• The issue of only ~26GB showing likely means:
  • Only a small partition was created during OS setup.
  • The rest of the space is unallocated or hidden.
     

➡️ This can be fixed via Disk Management by adjusting or extending the partition.
We’d be happy to assist remotely—please share your availability and preferred contact method to schedule a session.
 

About the removed SSD:

• As per HP policy, replaced parts are not returned.
• They are securely handled and destroyed or recycled, ensuring:
  • Data protection
  • Warranty compliance
  • Environmental safety
     

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support