Level 2 Support Contact

[OfficeJetMike]

Hi -- I was on the HP chat about an issue I had with a printer and was told:

"Your case has been passed to level 02. Your case will be analyzed and you will be contacted via the email address you registered with HP. Please wait. Please note that your request has been escalated. An HP support supervisor will review your case and reach out to you directly via email to assist you further. We appreciate your patience, and we’re committed to resolving this matter as quickly as possible. "I will forward you to technical support specialized in this type of problem. Thank you for your attention."

This was back on April 26th -- any idea how long I should wait or what the next steps will be?

I have a problem where even though the portal shows a valid serial #, I can't use any of the phone contact options.   This leaves me to use only the chat.  The problem with this is that when the chat can't help you complete your task, they tell you to contact HP.  But I can't because the assistant says it doesn't recognize my serial # but my printer shows up as warrantied in the portal.

[Repairatrooper]

Personally, if you have to wait more than  2 days I think that it is unacceptable. I have escalated your post to the moderators in the hope that they can get some traction on your issue.

[Kuroi_Kenshi]

Hi @OfficeJetMike,

Thank you for reaching out.

To help you further and ensure this gets resolved quickly, I’ll need your Case ID from the previous support interaction. Since you've already spent time with HP Support and your case was escalated to Level 2, sharing the Case ID will allow me to track it accurately and push it forward.

I completely understand how frustrating this delay can be, your time is valuable, and you deserve proper assistance. Once I have that ID, I’ll do my best to guide you through the next steps.

Take care and have an amazing day ahead! 🚀

Best regards,

[OfficeJetMike]

ty for trying to help -- unfortunately I don't think a moderator can help with this type of problem as it was in a support chat, not in the support forums  -- I hope I'm wrong!

[OfficeJetMike]

Hello again Kuroi_Kenshi.

I will paste the last portion of my discussion from the chat.  If you want I can give you the chat link in private so you can read the whole thing.  Perhaps if you know the HP people who responded to me (Mariel/Jose) you can ask them. 

However, they didn't leave a case ID in the chat.   They just inferred it was being sent "up the ladder."

Shown below is the ugly plain-text copy/paste from the end of my session in my never ending battle to try to speak with someone about an issue I have.   You know from my other entry that even though I have a valid serial # (as seen in the support portal) I can't use the portal contact options and I can't call b/c the phone assistant don't recognize the serial#.

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

hank you for your patience. Your case will be assigned to a colleague with the tools needed to assist you, which may take some time. You can refer back to this chat anytime using the link sent to your email. Let me know if there’s anything else I can help with in the meantime.

Posted by Mariel G19380 answers | 93% rating

16:58

ok, so you're upgrading it to level 2 for me?

16:58

J

HP Support Contact Summary If you need further help, please contact HP Customer Support for a remote session: 📞 Phone Numbers: Contact HP Instant Ink support 1- 866- 204 - 8618 call HP Instant Ink support directly. If you're in the U.S., dial 1 - 855 - 785 - 2777 1 - **bleep** - 999 - 4747 (General assistance) 🌐 Useful Links: Service Center Locator https://support.hp.com/us-en/help/printer 📧 An email with a link to this conversation will be sent. Check your spam or junk folder if it's not in your inbox. 🔄 This issue may need support from a specialist. You’ll be transferred shortly—please stay in the conversation. Thank you for your patience!

Posted by Jose Raimundo D5219 answers | 84% rating

22:39

Thanks Jose -- the problem is I'm trying to confirm how to make this a level 2 -- I got the impression that it would be done for me. As for calling those HP #s, I can't talk to anyone. For some reason, though my serial # is recognized in the portal, i still can't use the portal to do anything besides chat. And when I call the #s, I can't get by the phone assistant as it says my serial # isn't recognized.

9:51

can you tell me how to reach someone directly? Or can you clarify what Mariel said: "Your case will be assigned to a colleague with the tools needed to assist you..." I'm just trying to understand how this works.

9:52

J

HP Support Contact Summary If you need further help, please contact HP Customer Support for a remote session: Phone Numbers: Contact HP Instant Ink support 1- 866- 204 - 8618 call HP Instant Ink support directly. If you're in the U.S., dial 1 - 855 - 785 - 2777 1 - **bleep** - 999 - 4747 (General assistance)  Useful Links: Service Center Locator support.hp.com/us-en/help/printer   An email with a link to this conversation will be sent. Check your spam or junk folder if it's not in your inbox.  This issue may need support from a specialist. You’ll be transferred shortly—please stay in the conversation. Thank you for your patience!

Posted by Jose Raimundo D5219 answers | 84% rating

22:52

Thanks Jose -- one thing you missed is that I can't call the HP support lines, though I've tried many times. The automated assistant tells me my serial # isn't valid. I haven't found a menu option to get around the assistant.

23:31

J

Your case has been passed to level 02. Your case will be analyzed and you will be contacted via the email address you registered with HP. Please wait. Please note that your request has been escalated. An HP support supervisor will review your case and reach out to you directly via email to assist you further. We appreciate your patience, and we’re committed to resolving this matter as quickly as possible. "I will forward you to technical support specialized in this type of problem. Thank you for your attention." ------------------------------------------------------------------------- Thank you for your patience. Your case will be assigned to a collegue with the tools needed to assist you, which may take sone tine. You can refer back to this chat anytime using the nk sent to your email. Let me know if there's anything else I can help with in the meantine.

Posted by Jose Raimundo D5219 answers | 84% rating

8:42

[Kuroi_Kenshi]

Hi @OfficeJetMike,

Thanks for getting back with those details.

Since the case was escalated during your previous chat, you should have received a confirmation email with your Case ID to the email address linked to your HP account. Could you please check your inbox and spam/junk folders for any emails from HP around that date?

Once found, kindly share a screenshot of that email (specifically the part that shows the Case ID) so I can look into it and escalate accordingly.

You can send the screenshot and any additional info via private message to ensure your details stay secure.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

Looking forward to your response so we can help you further!

Best regards,