Problem with ordering recovery media from support site

[hjbreese]

Update .. I was able to get ahold of HP support in a chat session and have them manually key in everything to order the recovery media, and then send me a secure link to process the payment.  So, I guess the payment method is buggy.  Here is the link to where I had to go to get to the chat session: https://support.hp.com/us-en/contact-hp#Z7_41I02JG0K0MA50Q48I6AJC0004

A friend brought me his laptop to reload it back to factory default software using the recovery process.  Unfortunately for him, he had ordered a homemade Windows 10 DVD from a website which was not original Microsoft media and attempted to install it himself.  As a result, it has totally messed up all of the partitions on his hard drive, and now it won't even boot up.  So, there is no recovery partition on the hard drive any more.  He wants the computer software load to be exactly as it was when he purchased the laptop.  He does not want just a regular straight version of Windows 10 on it.

I looked at the Windows cloud recovery app, and his model laptop is not supported there.  I went to the HP support site and found that I should be able to order the recovery media there.  So, I attempted to do this.  Every time I try to finish the order on the payment page, I get an error message that says something to the effect of "there is an error on the payment page, please correct the error and try again."  For those of you who have seen this error before .. when I click on the button to return to the payment form, I am taken back to the page where I have to fill in serial number, name, address, etc.  The error message page has no message to tell me what I have done wrong, or what the ordering system does not like.  It's reminiscent of the old DOS "syntax error" messages.

I have tried multiple browsers, cleared all cache, history, cookies, and tried multiple computers.  I have also tried incognito browser sessions to see if the problem was an addon or extension.  I have tried multiple credit cards.  I have made sure the shipping name matches the name on the credit card.  I have verified that the serial number, product ID, and product description are correct on the HP PartSurfer website.  So, I know the information I am entering in the order form is correct.  On all of the computers I tried this on, Windows 10, and all of the browsers are all updated with the most current versions of any updates available.

What really hurts is there is nobody I can find at HP who is willing to speak with me about this issue, or even submit a trouble ticket identifying the problem so it can be fixed.  I'm not interested in paying for SmartFriends support just so that I can purchase the recovery media.  I tried this with a different computer last year, and I was told, "Jjust  load a generic version of Windows 10 and don't worry about returning the computer back to factory defaults.  The only response I can get from HP about this issue is that the purchase of recovery media can only be done from the website and there is nobody who can speak to me about this to help me.

I've been in IT for over 30 years now, and I am getting increasingly frustrated with HP's lack of personalized support for out of warranty computers.

Do you know of any other ways to get the recovery media I need, or can you help me figure out what is wrong with the way I am entering the data into the order forms?  Thanks in advance for any constructive help to achieve the goal of returning this laptop to it's original condition.

[banhien]

@hjbreese 

Its specs

           https://support.hp.com/us-en/document/c06955378

It has original Windows 10 Home 64. You can use HP Cloud Recovery tool

                  https://support.hp.com/au-en/document/c06162205

Regards.

[hjbreese · Accepted solution]

@Banhien

If you read my update which I posted before your "solution" I was able to reach someone at HP in a chat session who was able to process the order for me.  I even listed the URL to where I was able to initiate the chat session.

I appreciate your suggestion, but you are mistaken.  If you would have read my original post thoroughly, you would have seen that I had already done as you suggest with no success.  So, your solution does not work in this case.  I have successfully used that tool with one other HP computer I have.  It's kind of a hit and miss tool.  I have two other HP computers where the tool was also of no use because recovery media was not available for download.  Both of those computers were less than two years old.

Today I was contacted by a case manager regarding the trouble I had placing my order on the website.  He told me that there is indeed a "bug" on the website and he told me he was reporting the issue so that it could be addressed.