Power cords and Adapters - U.S /Europe

[DeborahDawn]

Did I damage my new printer permanently?

I possibly made a big mistake.....

I just bought the "HP Laser Jet Pro M15w"  in New York. 

I brought it home to Italy and used an electrical adapter to change the voltage and plug.  The printer was not on and I plugged the adapter into the electrical socket.  Immediately I heard a noise and there was smoke coming out of my printer.

I unplugged the adapter immediately. 

Now I don't know what to do. 

Thank you in advance for any help.   DeborahDawn

[Jay_G24]

Hi @DeborahDawn,

I'd like to help!

I understand you tried to change the operating voltage on the printer.

Power requirements are based on the country/region where the printer is sold. Converting operating voltages could damage the printer and void the product warranty.

As the printer had smoke coming out of it, shows it failed.

You can reach our phone support team for service options

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Hope this helps!

And, Welcome to the HP Support Community. 

Please click “Accept as 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

[DeborahDawn]

Thank you for responding Jay!

Additional information - The printer was bought in NYC 1 month ago.  I have never used it and was just setting it up here in Italy.  I have a power converter that has always worked on other devices.  That is the only reason I took the chance. 

I have used the link  https://support.hp.com/us-en/contact-hp for the last 2 days with no luck. I have entered all my information on the American and Italian sites and always get brought back to this page that keeps buffering for hours with no message, nothing.  This is the address below that is the dead end.  Maybe you can inform the programmers....or maybe customers should be routed somewhere else.            I will wait for further instructions from you.  Happy I am dealing with a real person!!     Here it is.                support.hp.com/us-en/contact-hp/product/hp-lasterjet-pro-m14-m17-printer-series/16647043/model/16647063?sku=w2g      Thanks Jay and I look forward to hearing from you.   Deborah

[Jay_G24 · Accepted solution]

I have shared the contact information in a private message.

Hope this helps!

Keep me posted!

[DeborahDawn]

Hi Jay,

The Italian number worked!!.  I was able to speak to a real human. So much time is saved for the average person.

The Serbian woman sent me a form to fill out asking for me to write out all the details of the problem and send a copy of the receipt.  So I will keep you posted.   You helped me solve the first part of the part of the problem - getting me the number of humans and not the A1 Virtual Asst which is not nearly developed enough (in any company)to  abandon clients to without an immediate back up for the client.

I work with launching start-ups so we are very customer centric. 

Suggestion to management: as soon as a customer types in that the Virtual Asst. wasn't able to help them, they are already frustrated as they are losing work time.  There should be an immediate link to go to someone LIKE YOU to keep the experience positive.  🙂 Tell management NOT to make customers run around.  Don't make them ask the Virtual Asst again by saying "Do you want to re-word your question?.   Management has to continue to perfect AI and understand what language the customers are using not the other way around :-).   Okay thanks Jay.  If you don't mind I will let you know what happens when I send my form in so you can see how things work and learn more about HP support abroad.  Maybe you will work here one day :-))  Onwards and enjoy the rest of your day! Thanks for the follow through and giving me a number that works! Deborah

[Jay_G24]

You're welcome 🙂

I am glad I could help!

I will definitely share your feedback with the concerned team.

Have a great day:)

Take care!

[DeborahDawn]

Hello Jay,

I hope you are well. 

Just to update you.  The problem with the printer is not solved.  I am still waiting for one person to answer one question for me.  

I called the number you gave me for help in Italy.  Thank you.  Serbian woman was very efficient and requested information (purchase receipt, photo of serial number etc. etc.)    I sent all the information they requested.  (see my email below)  I have now sent 2 emails but have not had any response from them.  I sent the second email yesterday just to confirm that they received the first one but have not heard anything.

Below is my email and the CRM number.   

Thank you in advance for your continued help Jay.  I am really sorry that this is going on for days now.  I just need one question answered!    How can I find out if the hardware in the printer is damaged? 

From: Deborah D'Alessandro <[Personal Information Removed]>
Date: Mon, Sep 6, 2021 at 10:52 AM
Subject: Re: hp supporto CRM:0066105000452
To: HP Service Support EMEA <hpservicesupport_emea@hp.com>

Thank you for your quick response Marijana,

Hope you had a nice weekend.

If you prefer, I can also write in Italian.

Please find answers to your questions below and photo attachments that you requested.

1.  Photo - Serial and Product Number attached

2.  Photos  - Power cord, adapter and connection to the printer used  

3.  Photo - Purchase receipt

4. Description of Problem -  

• I bought the printer in NY.  
• I brought the printer home to Italy. 
• I set up the printer
• I attached an International electrical adapter to the American plug ( see photo attached)
• The printer was not turned on.
• I put the plug in the socket.
• I heard a "pop" noise
• Smoke began coming out of the printer
• I disconnected the plug immediately
• The printer has not been used yet.  It is new
•  I have not used the printer.  I do not know what to do.  I am afraid to do more damage.  The printer is new.
  Thank you in advance for your help and I look forward to hearing from you. 
  Deborah D'Alessandro