HP Support repeatedly hanging up

[Conine]

I am trying to get service on an M611 printer we recently purchased.  It will likely require onsite service due to the nature of the issue.  However, my technician is reporting to me that when he calls HP, they are repeatedly hanging up on him.  He claims he has been unable to get a case number assigned.  Can someone assist me with a way to get a case created so we can bypass this part of the process and get our printer serviced?  (The M611 printer is making a loud squealing noise and the toner cartridge has already been replaced)

[Repairatrooper]

Contact an HP Partner directly. You do not need a case number to get someone to fix the printer under warranty (if indeed it is under warranty). Locate a dealer with this link https://support.hp.com/ca-en/service-center

Not sure why they would hang up on you unless they are having phone problems. Other reasons they may be disconnecting if it was a grey market printer or was purchased used and your company is not showing as the registered owner.

[Conine]

Thank you for the response.  We purchase through authorized dealers and it's less than a year old so I don't think it's a grey market issue.  We have been able to service printers in the past.

I will try the dealer link and see where that gets me, and update the thread.  

[Repairatrooper]

Does the dealer you bought it from not offer service? Personally I would never buy this type of equipment from someone who was not able to provide end to end service. 

[Conine]

The printer comes with a warranty that provides next day onsite service, so I don't really see the point - unless the conclusion we are reaching here is that HPs onsite warranty service is so bad that it requires outside vendor assistance.  

Unfortunately it also looks like the nearest authorized repair site is over 100 miles away.  I thank you for your time and responses but I hope there is a better solution.  Surely with a company of HP's size we are not at the mercy of call screeners hanging up the phone.