Escalation Request – Repair Case #Edited(Device Non-Functional After Return)

[Qiaone]

I just received my HP laptop back from repair (Case ID: Edited). The repair center replaced the SSD and AC adapter, reinstalled the operating system, and performed extensive testing per the repair receipt.

However, when I power it on, the computer does not boot properly into Windows. Instead, it is stuck at the “Let’s add your Microsoft account” setup screen. I tried multiple times with Microsoft passkey/QR code sign-in, hotspot Wi-Fi connection, and assistance from HP phone support, but the setup still fails with an error (“Oops, something went wrong”).

Because this issue happened immediately after repair and prevents me from completing setup or using the device, it appears the repair was not fully completed or validated.

Request:

Please escalate this as a continuation of the same repair case. I am requesting a prepaid shipping label so I can return the laptop to HP at no cost for proper completion of service.

To HP Executive Customer Relations,

I am escalating my recent repair (Case ID: Edited. The laptop was returned to me on 9/26/2025 after SSD and OS reinstallation, with “extensive testing” noted on the service receipt.

Upon powering on, the system fails to complete Windows setup. It remains stuck at the Microsoft account OOBE screen and displays repeated errors (“Oops, something went wrong”). HP phone support has already attempted resolution without success.

Since this issue began immediately after repair, I believe the service was incomplete. I request a prepaid shipping label and expedited completion of the repair at no additional cost.

Thank you for your prompt assistance.

[Kuroi_Kenshi]

Hi @Qiaone,

Thank you for reaching out. For your privacy and security, please avoid sharing personal or sensitive information (like case numbers, account details, or serial numbers) in public forums.

I will review your repair case ID and get back to you with guidance on the next steps.

Thank you for your patience!

Regards,

[Kuroi_Kenshi]

Hi @Qiaone,

Thank you for your patience.

I have escalated the issue to the concerned team and you should hear from them soon.

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care, and have an amazing day! 

Best regards,