Virtual Assistant Issue for HP SSD that needs Repair

[G52R7K]

Hello,

I have tried to contact 2 HP phones numbers for tech support) and have spent the past hour trying to enter my SSD data with the HP virtual assistant with no success. The Virtual Assistant does not properly work because it claims my serial and product key does not work or exist. I have typed in the numbers several times and followed all of HP's directions. I even asked a relative to confirm I was typing in the right values.

I have an HP SSD (EX920). Please help! Please do not direct me to the virtual assistant (It sucks and does not work)! I spent $200 on this SSD 6 months ago and this SSD has been giving me the blue screen of death every time I use my laptop. My computer continuously crashes with this SSD about once an hour. I am confident the SSD is to blame because once the SSD was swapped (removed and replaced) the computer was running fine with a different SSD. The SSD is faulty and still under warranty. The product has a 5 YEAR warranty. I need to send this HP SSD in to HP for repair. 

The model is HP SSD EX920 M.2 1TB. I can provide serial/model numbers if requested by dell employees.

[Dragon-Fur]

@G52R7K 

I have submitted a request that someone take a look.

Should there be a response, the moderator / agent will post here before contacting you using other means.

NOTE: 

We are on holiday staffing levels. 

This does not affect HP - it does affect Community operations.

This might be one of those instances where the SSD serial number is not in the general database used to screen entries.  The use of the word "might" is deliberate - I do not know what is in the HP database(s) nor do I have any means to find out.

I gather from your statement that you have a Dell computer - the serial number of that unit is not relevant to HP.

If you have not done so, you could try the following - it might not fix anything, and / or it might shed some light on the subject.

Check Warranty and HP Technical Support Contact Information

Warranty Check

• Warranty Check – Single or Multiple Devices

       NOTE:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit(at bottom of list entries)
• When the page opens, Click View Details

NOTE: The online database results do not impact the actual contract.

HP Technical Support - HP Contact Information

Reminders

• Use the serial number of the device to submit the case (do not post that information on the Community).

• Chat is not available in every region. In those areas where Chat is an option, Chat service hours are likely restricted.  In the event that Chat is not available in your region:  Call the number provided in the HP directory, else submit your case online (to receive phone contact information)

• HP will advise you there is a fee for phone support and / or other services when your computer / device is no longer under warranty.  This is normal business practice.

• HP may tell you that certain services are not covered under warranty.  This is normal business practice.  Standard Warranty typically covers specific hardware issues as explained in the Warranty contract. Care Pack coverage and warranties differ by package.

• If the HP Contact (phone) number is not immediately provided:  Contact information is displayed on your screen after you submit your case online.  

• HP websites are the only ones allowed to use the HP copyright circle/logo.  Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo.

“Everywhere” Contact Information - HP Technical Support

Open website  HP World-Wide Support

 Select your region and follow the prompts

Option – Regions

USA / Canada

Submit information / case online: Contact HP Support – Assistance Portal

1. Sign in or continue as a guest

UK

1. For faster support, first submit information / case online HP Customer Support UK
2. Contact by Phone: Contact HP UK – Phone Assist

Option - HP Support is on Facebook!

HP on Facebook

From HP:  HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

From HP > CAUTION

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

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Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Merry Christmas 2019

[G52R7K]

Thank you for the replay Dragon-Fur. I have still not heard back from an HP private message regarding the SSD. I also followed your directions for registering, doing multiple registry, or contacting HP with no luck. I would like to provide my serial & product number to an HP agent so I can send this in for repair. When I try to contact tech support, because I have an ssd, I cannot directly call them. For ssd repair I only get a please speak to the online system, no phone number.

[KrazyToad]

@G52R7K

I have gone through your Post and I understand your concerns

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).

Thank you