HP 915 Keyboard and Mouse Received replacement not working / not connecting - very frustrating 🤦‍♂️

[SachinJain2582]

Hello HP,

I purchased a new HP ENVY All-in-One Desktop 34-c1xxx in May 2024, in mid Nov 2024, the scroll of the RF mouse that I received did not functioning well and later stopped working, I connected with HP Service center in December 2024 1st week via WhatsApp and was promised to given a new mouse in replacement. HP service guy asked me to share CT number to ensure they configure the new mouse with same CT number.

I had to do 10 times follow up till Jan 2025 last and then finally get delivered a new mouse but surprisingly a new Key board as well. In replacement they picked my older key board (which was fully functional) and mouse.

Now the new mouse and key board that is delivered is not working at all, When I insert the battery to Keyboard, the caps lock key power on and than off and not powering on again, no response to any key presses.

Mouse is powering up but not connecting to PC at all,

This is enough frustrating, first of all I had to work with non functioning mouse for 2 months and now even keyboard is completely non-nonfunctional.

I tried to connect with the delivery guy if he can return my old keyboard only, they said I need to talk to HP Customer care, dropped A case in HP to call me back at 12-FEB-2025 at 04:00 P.M. no call till now at 10:00 (though they are functional till 07:30 P.M. or 09:00 P.M)

Please help, I am stressed and looks like I did my life's biggest mistake to buy such Product.

[zoey7886]

@SachinJain2582, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Replacement Keyboard and Mouse Not Functioning! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I sincerely apologize for the inconvenience you’ve faced with the replacement of your HP 915 keyboard and mouse. I understand how frustrating it must be to deal with this issue, especially after multiple follow-ups.

To resolve this matter as quickly as possible, I request you to try the following troubleshooting steps:

Keyboard Troubleshooting:

• Remove and reinsert the batteries.
• Press the Connect button (if available) on the keyboard and check if it responds.
• Try using fresh batteries in case the current ones are drained.

Mouse Troubleshooting:

• Remove and reinsert the batteries.
• Ensure that the mouse is within range of the receiver.
• Try connecting it using the Connect button (if applicable).

If the issue persists, I will escalate this case to ensure a prompt resolution. Additionally, I understand your concern regarding your previous functional keyboard, and I will check if we can retrieve it for you.

Could you please share the Case ID associated with your request via private message? This will help us expedite the resolution.

I truly appreciate your patience, and I assure you that we will do our best to get this sorted as soon as possible. Looking forward to your response. 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[SachinJain2582]

Hi @Zoey7886,

thank you for your reply, I am writing this to inform you that the steps you mentioned has tried and no response, find my inputs below on each step.

Keyboard Troubleshooting:

• Remove and reinsert the batteries.
  • [SJ]: Tried multiple time, same behavior.
• Press the Connect button (if available) on the keyboard and check if it responds.
  • [SJ]: No connect button, (attaching the key board pic in last, please suggest if any button to be used for connect)
• Try using fresh batteries in case the current ones are drained.
  • [SJ]: Tried but same issue.
    

Mouse Troubleshooting:

• Remove and reinsert the batteries.
  • [SJ]: Tried multiple time, same behavior.
• Ensure that the mouse is within range of the receiver.
  • [SJ]: Yes, it is as close as it can be to PC
• Try connecting it using the Connect button (if applicable).
  • [SJ]: No connect button, (attaching the mouse pic in last, please suggest if any button to be used for connect).

Could you please share the Case ID associated with your request via private message? This will help us expedite the resolution.

[SJ]: Yes sharing in private message.

Mouse BackMouse TopKeyboard

[SachinJain2582]

This is next level of HP support, after waiting for long, I got this private message today from a support guy who never discussed with me, claiming we discussed and close the ticket - pathetic support.

[Raj_05]

Hi @SachinJain2582,

Thank you for your response, 

The message was sent in error, and the case is elevated to the next level as mentioned by @zoey7886, and we just got an update on this, you'll need to contact the authorized service center using this link and they can help you get the replacements: https://support.hp.com/my-en/help/service-center 

I hope this helps.

Take care and have a good day.

Raj_05

HP Support