Why is HP support completely non functional

[Dorotheap]

My mother purchased a HP ENVY x360 15-ey0xxx  through the take home program at the university she worked at before she retired.  We now have a question about a warranty claim based on the touch screen no longer working on the right edge (she purchased a 3 year HP care pack), but the HP support system seems completely non functional.  I try to do anything and I need to enter the serial number and product number, but it always claims these are invalid.  This is ironic because in several places HP's website ask if you want it to automatically check for this information,  which it does with no problem.... returning the exact same numbers I have been entering (which match the numbers printed on the outside of the laptop and the numbers that the HP PC Hardware diagnostic utility and the numbers the HP support assistant return for these values).  When the web utility identifies the laptop it asks if I want to add it to my mother's account, when I click the add button it either acts like it does (it does not) or it leads to an error page.  So now I am unable to ask for assistance about the problem that I am asking for assistance about.  The virtual assistant was thoroughly unhelpful, frequently asking me to go to the HP support page and contact support (which is how I got to the Virtual assistant in the first place).  When I used the SupportGPT version it unhelpfully recommended I try to get on a Live Chat... which as far as I can tell does not exist (I had some dim hope that after the virtual assistant failed enough it might refer me to a chat overseen by a real person, but no such luck).   If I just had a valid support email address I could contact, I could send the relevant  serial numbers and copies of the receipt to get what I am guessing is a registration issue cleared up.    

There is a chance the notebook has a connection to my mother's defunct work email (purged quickly upon her retirement) but sadly I am unable to ask for help with this problem to get help with my problem asking for help about her actual problem.

This is all after my mom tried to use the virtual assistant to no avail. When asked it asked her for feedback, we wrote an email asking for help, but received no response after a week.

Edit: I recognize this does not exactly fit the notebook software category.  But I was unable to find a topic about asking for support with support.

[zoey7886]

@Dorotheap, Welcome to HP Support Community,

Could you please send me these details via private message? I'd be happy to assist you in getting the warranty fixed.

First Name:

Last Name:

Serial Number:

Product ID:

Contact number:

Full Address:

Country:

Pincode:

Email:

Complete invoice, which contains the serial number of the unit with date of purchase

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.

Take care and have a good day.

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Regards,

[Dorotheap]

Thank you, I have replied as best I can via private message.

I am unsure what pincode you maybe referring too, and I was unable to attach the pdf of my invoice, what is the preferred method of providing this?

@dragonfur: Thank you for escalating this.  Yes the subject was a why, question, but if you read my post I was asking how to get support for getting support when the HP website refuses to acknowledge the computers identity even when the HP software provides it.

[aes256orsomethi]

@zoey7886 Is the only way to deal with SN being detected as inavlid by Pmiong oyu or anothter HP employyee?

[Dorotheap]

Actually nothing came of that.  Eventually I found a chat with a real person... Nothing came of that either, though they escalated my ticket so in theory I am waiting on a call back from a higher tier support person.