Warranty case unresolved — no case manager call

[heavenyeager]

I need this warranty case escalated immediately to a supervisor or case manager.

My original HP printer is still showing as under active factory warranty in HP’s system. The warranty page showed “Warranty HP Hardware Replacement” with “Advance Product Exchange.” My understanding is that this means HP’s system identified my case as eligible for hardware replacement, and that HP may send a replacement while requiring the defective unit to be returned.

The problem is that HP has failed to communicate clearly, failed to follow through, and failed to resolve this case.

I spent two full days troubleshooting with HP support. I was told I would receive callbacks. I also received an email stating that a case manager would call me. That call never happened. The promised callbacks never happened. This case has now been open for over a week with no clear resolution, no replacement confirmation, no tracking number, no clear written return instructions, and no meaningful follow-up.

I am extremely frustrated with the service I have received, especially as an HP Plus member. I expected better support, better communication, and basic follow-through. Instead, I have been ignored after being told HP would contact me.

This printer is essential for my job. HP’s delay and lack of communication caused missed work, lost income, and major disruption. Because HP did not resolve the original warranty case in time, I had to enroll separately in the HP All-In Plan with a new HP Envy Photo printer just so I could continue working. I am excited about the new HP All-In Plan, but it is completely separate from my original warranty case. The All-In Plan solved my immediate need for a working printer, but it does not cancel, replace, or reduce HP’s responsibility to resolve the original warranty issue.

I can still use both printers for my husband’s business, where I serve as Chief Operating Officer. Both printers would be used for legitimate business needs. The fact that I enrolled in the HP All-In Plan does not mean I no longer need or want the original warranty replacement.

I still want HP to honor the original warranty case by either sending the warranty replacement or issuing a full refund for the original printer based on the original retail value. I no longer have the original receipt, but HP’s own warranty system shows the device as under active factory warranty. HP should be able to verify the model, serial number, warranty status, and product value through its own system. I can provide the case number, serial number, warranty screenshot, and other verification privately.

I also found an HP firmware notice listing potentially affected DeskJet products and updated firmware version 2612A. My printer failed around the same time, so I want HP to review whether my issue may be connected to that firmware notice.

I also need to be transparent about the defective printer. The printer stopped working and was no longer usable. While I was trying to get the warranty issue resolved with HP, the defective printer was taken/removed by someone after it had already broken. I no longer physically have the defective unit in my possession.

If HP is claiming that return of the defective unit was required for an Advance Product Exchange, then HP needed to clearly communicate that requirement, provide a prepaid return label, provide packaging instructions, provide an exact deadline, and actually follow through with the promised case manager contact. HP did not do that. I should not be penalized for a return process that HP failed to clearly explain while also failing to call me back.

I am not posting private information publicly, but I need an HP representative to escalate this immediately. I need written confirmation of the following:

1. That my HP All-In Plan enrollment is separate and does not cancel or replace my original warranty case

2. Whether the Advance Product Exchange was approved

3. Whether a replacement has shipped, including the tracking number

4. Whether HP will provide the warranty replacement or a full refund for the original printer

5. Whether the firmware notice may apply to my printer issue

6. Whether HP is claiming return of the defective original printer is required

7. If HP claims a receipt is required, what alternative proof HP will accept since the warranty status is already active in HP’s system

8. Why the promised case manager call never happened

9. Why HP failed to provide the promised callbacks

10. What HP will do to resolve this now, including a goodwill resolution for the delay, missed callbacks, lost income, and work disruption

11. Whether my HP All-In Plan includes photo paper or whether photo paper is a separate charge

12. What supplies are included with my new HP Envy Photo printer and All-In Plan, including ink, paper, photo paper, and starter supplies

I do not want more basic troubleshooting. I do not want to be transferred around. I do not want another vague promise that someone will call me and then no one calls.

I am requesting immediate escalation, written resolution, and either the warranty replacement or a full refund for the original printer.

[Nal_NR]

Hi @heavenyeager,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

To help me get this sorted out and validate your warranty status, I have sent you a private message requesting the necessary information to look into your case.

For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention.

Thank you!

[heavenyeager]

I sent you a response back

[Nal_NR]

Hi @heavenyeager ,

Thank you for sharing the details. Appreciate it.