Drum failure on HP MFP 178nw 4ZB96A

[SashaSh]

Initially, I had my printer reporting errors about not having original toners, however they are factory ones. After chatting with online support, I purchased another toner and have the same issue. The printer within warranty ended up in authorized service in my neighborhood.  They fixed the toners. However, they reported that my drum unit is bad, and I need the replacement. And that is what I need to buy even within warranty since the drum is expandable/consumable material.
That is shock for me since drum unit suppose to prints tens of thousands of pages and more, and my printer not even reached 100 pages printed at all.
I picked up my printer and left it at the store where I bought it with the reclamation. They told me that the reclamation would probably fail since they classify drum unit as spendable material.
I'm asking the community and experts from HP to help me out how to deal with this case if the reclamation is rejected.

Thanks, Sasha Shipka

[Valsimot]

Drum can print 16000 black and white or 4000 colour pages. If you printed 100 pages the drum should be covered with a HP one warranty. If one year drum warranty expired then you need to purchase a new drum.

If your printer is still covered by the printer's one-year limited warranty, HP replaces your imaging drum free of charge. The replacement imaging drum is also covered by a one-year limited warranty beginning on the day you install it.

https://support.hp.com/bg-en/document/ish_4528316-4530090-16 

Returning HP Cartridge Product

In the event the cartridge proves defective, the customer should package the cartridge in the product box (or something similar) and provide name, address, phone number, place of purchase, and a brief description of problem and if possible, attach a supplies status page and print sample illustrating the defect. If there is an HP case number, this should be included as well. The paperwork and cartridge should be returned to the place of purchase, where a replacement may be given.

[SashaSh]

Thank you for this clarification, this gives me a good understanding of the rights I got with this product, including drum replacement. I will use when I get the answer from the shop where I purchased the printer if needed.

I'm curious, what should we as HP customers do when we meet authorized service that rejects this?

Is there a way for a customer to complain that service doesn't follow HP standards?

I just lost days of having my printer at HP authorized service with rejection to replace the drum.

Is there someone to whom I can provide my correspondence with the service?

[Valsimot]

It's described in the HP link, that you need to claim your product at the place of purchase (seller), the authorized service center is not mentioned.

You can complain but your claim will be probably rejected and you will be told to go to the seller, not the service center.
If the service is across the street and the place of purchase is across the town, always claim the product at the place of purchase.