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‎09-17-2022 04:09 AM - edited ‎09-17-2022 04:14 AM

HP Recommended

Unfortunately the HP support website just does not allow me to contact the support but sends me into an endless loop.

Is this what customer support looks like at HP?

On the first screen I select my device.

hp_support_1.png
On the second I choose touchscreen-problem.

hp_support_2.png


This brings me immediately back to the first screen.
And so on...
Just endless fun.

 

 

Any idea how to directly contact the support withouth this endless loop? I have still 3 months of remaining warranty. 

The main problem seems to be that this specific model is not properly implemented on the HP website. So the web-address looks like this (I removed the serial number):

Harrynator_0-1663409571587.png

So obviously I am not able to contact the support because my specific model is not avaiable on the website.

So is this some sort of HP strategy? Selling a device and making it impossible to contact support afterwards?

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‎09-17-2022 08:49 AM

HP Recommended
@Harrynator wrote:

Hello @Ub6424 ,
thanks for your answer.
This supports my assumption that this is indeed a technical or hardware problem.
I also checked my BIOS and performed several resets and installed several versions. 
Touchscreen still does not work. 
Furthermore, the touchscreen is explicitly activated in the "built-in devices" menu.
Thanks for your help. I have still 3 months of warranty left, so I am going to contact the support.

You're welcome !

Good luck

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‎09-18-2022 01:51 AM

HP Recommended

Finally I was able to find the telephone number of the german support hotline.
This number is extremely hidden on their website and not very easy to find. 
In particular, if you use the "support"-button on the website, you cannot find this number because you are stuck in an infinite loop as I have mentioned before.

So to make a long story short:
For me it seems like HP does not want you to have an easy way to contact the support.
It's going to be quite interesting what happens next.

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‎09-18-2022 02:01 AM

HP Recommended

Hello @Harrynator 

Keep me updated

Good luck

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‎11-01-2022 05:07 AM - edited ‎11-01-2022 05:07 AM

HP Recommended

Sorry for the late reply.

I contacted the HP service hotline.
It was a warranty case.
My laptop got picked up and repaired.
I got it back roughly 10 days after pickup.

Touchscreen is working again.

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