HP doensn't recognise my device's serial number, yet there are no typo's

[RonnyKing]

Hello

I am trying to get in touch with HP which isn't easy at all. First question to get in somewhere is always "Give the serial number of the device".
But that is just the problem. My serial number is not recognised by HP yet it is an HP printer and I confirm that nothing has been misread or mistyped.

How can I proceed here ? I mean I think a live person will need to check this but how on earth can I get in touch with a live person if I never get passed the "serial number"' question ?

Thanks for all your insights
BR
Ronny

[Dragon-Fur]

@RonnyKing 

Welcome to the HP User Community.

Perhaps your printer is out of Warranty?

HP Support accepts case submissions for registered devices that are in Warranty.

The serial number is used (internally) to check the status of the device.

If your device (printer in this case) is in-Warranty and you cannot submit a case to HP, do let us know.

What else?

If HP+ is enabled on your printer,

If the question is related to any HP+ service,

Please Contact HP+ Support

Printer and  HP+ service

Contact HP+ Support

OR

>>> Open your HP+ Printer Homepage > Exclusive HP+ Help > Click Contact Us link in the Orange box

Note that HP+ assistance is only available for registered HP+ printers.

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HP Support – Hardware / Technical Support for Devices in Warranty

Short Version

Registered Devices in Warranty:  Select a method and contact HP Support…

Open website  HP World-Wide Support

Select your region and follow the prompts

Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

 ---------------------------------------------------

Reminders - READ

• Case submission to HP Support is available to those whose devices registered and are still in Warranty.

• Some regions display phone / chat contact information only after the case is submitted online

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=====================================================================

HP Support - Details / Long Version

Out of Warranty?  What to do...

For those of us who are "Out of Warranty", submitting a case to HP is not an option.

Open your device Product Home  > Select Categories How-to and Troubleshooting to find help for common issues.

HP Support does not generally provide free service for out-of-warranty devices.

Our Community is not HP Support; we do offer online help free of charge.

Reminder

When you submit your question to the Community,

• Provide as much information as possible about the product, for example, the exact model of the device and the Operating System
• Tell us what you have tried to fix the problem.
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Post New Question

Still want to speak with an HP support agent?

Where supported,

OPTIONAL >> Purchase a service contact.

Example:

SMARTFRIEND SERVICES

• Out-of-Warranty Supports – Purchase Options

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

 HP Technical Support – Contact Information

Submit a case for Warranty Support / Repair to HP Support.

1. Submit information / case online
2. Sign in or continue as a guest
3. Some regions display phone / chat contact information only after the case is submitted online

Select a method and contact HP Support…

Open website  HP World-Wide Support

Select your region and follow the prompts

Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

 ---------------------------------------------------

>>> HP Support on Facebook >>>  HP on Facebook

 ---------------------------------------------------

Some regions offer WhatsApp

NOTE:  Submission Checks the device warranty status

Covered regions –Check video at minute 2:08

Video:    WhatsApp - HP Support

WhatsApp Help Center

NOTE:  There might be delays – read the FAQ

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In Windows > Settings > System > About > (Support) Online support > Contact an HP Agent

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Open homepage for  HP Community  > Hover mouse over Support

Beneath Support Resources > Contact Us

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Product Registration

Register your product during first setup or soon afterwards

   READ >>     Register HP Product and Registration FAQ

Have a Care Pack Warranty that needs to be Registered?

         HP Care Pack Registration Page

Warranty Check

Check the Warranty on your product

         Warranty Check – Single or Multiple Devices

NOTE:  Warranty date is updated after purchase and registration of the device.

If the device is not registered, or if there are other issues, submit a Warranty Dispute form.

       NOTE 2:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page or at the bottom (click Flag)
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit (at bottom of list entries)
• When the page opens, Click View Details

Reminder: Online database results do not impact the actual contract.

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If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

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Select your Region / Country

Enter the necessary information

Have your receipt / proof of purchase available.

HP PCs, printers - Dispute a warranty status 

How-to Instructions – includes Video

HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site
• HP - Global Warranty and FAQs
•  HP PCs - Damage Not Covered by the HP Standard Limited Warranty

• HP Printers - Ink Supplies Limited Warranty

HP Repair Status

Requires Service Order number / Serial number

Reminder:  Do NOT any post private information in the Community.

• HP Repair – Check Service Order Status

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When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet 8012e All-in-One Printer 

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Question / Concern Answered, Click "Accept as Solution"

[RonnyKing]

Hello Dragon-Fur.

Thank you for the extensive reply which is surely helpful.
This printer is still IN warranty, at least according to local laws, the printer has been purchased in July last year, I don't recall the exact date at this moment.
I do think it is strange that the serial number is not recognised. I have another HP printer that is more than 7 years old and when I type in that serial number, it still is recognised by HP. And I never registered it before or so.
This device was bought during a sales action of an international retail store, at rather cheap price. However, I don't think it is not a genuine HP but I'm starting to wonder whether this might be a "special" version with specific firmware or so ?

Because that is actually the main reason I wanted to contact HP support in the first place as this printer fails to update its firmware. It says "failed, power-off and on the printer and try again"
But in the process, I ran into this serial number issue.


Please let me know if you need a more exact purchase date. Then I will dive into my archive to find the invoice.
If not, is there a way you can forward this request ? Or I can also give you in a PM the serial number concerned if you like.

Thank you and best regards

Ronny

[Dragon-Fur]

@RonnyKing 

You are welcome.

I cannot make use of any of your personal information - I am not an HP employee and I do not have access to any internal support channels.

I can - and will - forward a request to our Community Moderators for a Review of your question and escalation to HP Support.

Hang in there.

Request for Review – Please Read

I have submitted a request to our Community moderators for a review and possible escalation of your question / concern.

Worth Noting

• Our Community is a user group.
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• Our request for assistance on your behalf does not influence the outcome.
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Important

• Do not contact phone or email posted in a public or private message from “new” members.

• Please do not post any personal information in the Community.  We are a public resource.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[Jay_G24]

Hi @RonnyKing,

Welcome to the HP Support Community

I'd like to help!

I understand the printer serial is not being recognized.

Please share the serial number of the printer in a private message.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage. 

 Let me know!

[RonnyKing]

Hello Jay_G24

Thanks for your intervention.
I'll send you the serial number in a private message.

Thanks

Ronny

[RonnyKing]

Hello Jay_G24

Just checking to see if you received my private message in good order, thx

[Anand_Andy · Accepted solution]

@RonnyKing,

Thank you for your response, I did receive the private message and I have replied back with the details on a private message. 

I hope that answers your concern adequately. Let me know!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping

[RonnyKing]

Hello Anand_Andy

Thanks for your intervention and it solved my problem. The serial number is recognised by the HP systems and I can get to the support pages I need.
However, this is one of the weirdest things I've ever come across.
I mean, the serial number I entered now is exact the same serial I entered a few weeks ago when it wasn't recognised.
And I know there is a "zero" in the serial number that can accidentilly be misread as an "O" but I tried both options more than once.
Anyhow, it is solved and I'm thankful for that. 
I do wonder though whether or not some "repair" actions in the database were performed behind the scenes...
But main thing: Thank you for your help and best regards

Ronny