Obtaining the current status of an active support case?

[NightfallBlack]

How can I obtain the current status of an active support case? This same question was seemingly asked by many others, but in the examples I reviewed the resolution was provided “privately” between a moderator and the requester without the actual process/approach being posted and explained publicly. As this doesn’t make sense, and wouldn’t be helpful to the community, I am sure I simply missed the guidance provided.

Thank you for any  help in advance!

[Dragon-Fur]

@NightfallBlack 

Welcome to the HP English Community --

Moderators and HP Agents only intervene with HP Support on the behalf of a customer when it's necessary.

Necessity is measured on a case by case basis --

There is no public document available that explains how that internal process would work.

Why  - privacy and policy -- The HP Community is a public entity - HP Support is not.

and

HP Support is an internal department within HP.

We - that is, the HP Community -- work outside of that boundary.

I forwarded your concerns to our Moderators.

Should our Moderator team wish to add anything to my comments, look for a message here before you are contacted using any other means.

Consider that you do not want to be in a situation where the HP Support case process structure does not work the way it is designed.  It can happen -- no one wants that.

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HP Repair / Repair Status

Start here

 HP Support virtual repair center

 HP Repair – Check Service Order Status

Requires Service Order number / Serial number

Reminder
Do NOT post private information in the HP Community – we cannot make use of the information.

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[NightfallBlack]

Thank you for your answer, but the response doesn't address the simple question: Where can HP customers check on the status and get updates/information on active support cases that they  opened (with assigned case #s)?

I am not looking for information on how to open a case or information on HP internal processes, but just how to generally obtain up-to-date information on an active service case (with assigned case #) - or put differently where can I search for a case #? There are no privacy considerations involved here.

Hope this clarifies the request.

Thank you in advance!

[Dragon-Fur]

@NightfallBlack 

You are welcome.

The first link is what we have for click and submit for status updates.

Check status is the last selection in the row.

I am not aware of a process like the one you describe beyond what is available at the website and /or by calling the case assigned contact number.

That does not mean it does not exist — I don’t work for HP — my experiences are those of a customer.

What if?

Serial Number, Warranty details, customer name, address, phone numbers, and Repair details are all considered private information.  

Should you lose your case number and all the communication that accompanies the case, I am not aware of a procedure for you to search for and recover the information without contacting HP.   Losing your case information might describe a “necessity” situation that would require Moderators, Admins, and Agents to advise “next steps”.   

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[NightfallBlack]

Thank you for the response.

There doesn’t seem to be a portal for customers to search for and get a status update on an active support case based on an active case #. There is a portal that provides updates on repair orders (which is different from a support case), however the status on repair orders is provided on a very high level only and updated infrequently, i.e. showing “Shipment pending”  for 10 days or more after a FedEx confirmed delivery with no additional detail.

@Moderators: I would highly encourage HP to improve on both the support case & repair order status update information to customers. The current process is unnecessarily confusing, time consuming and frustrating for all involved.