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‎01-14-2019 09:36 PM

HP Recommended
Product: Envy

In December, 2018 I was able to use Live Chat to arrange getting my Envy sent in to fix the cracked screen. I never completed the payment/repair/etc. I tried tonight to get back to Live Chat and cannot so I called HP. I was told that the only option  have is to have a replacement screen sent to me and to do it myself. HP clearly says on their site that they do not recommend this method but the agent said that there was no other option. Further, the cost to do this is more than it was to send in the laptop for repair. Looking for anwers as to why I cannot find Live Chat as a contact option and why there is no option to send my computer for repair. I am not going to attempt replacing the screen myself.

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2 REPLIES 2

‎01-14-2019 09:43 PM

HP Recommended

@Cavender

 

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).

If you are unfamiliar with how the Support Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

I work on behalf of HP
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‎01-14-2019 10:35 PM

HP Recommended

Great, thank you. I will await the PM. 

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