Can't get support update on my open case

[ace2552]

My printers has stopped working and needs repair/replacement and I opned a ticket under my warranty. it was closed without any resolution and no one contacted me. I opened another ticket, and it's been open for 2 weeks and I have no way of retrieving an update from anyone at HP and this has become extrememly frustrating. It should NOT be this hard to get help with my warranty case.

[BeemerBiker]

If you have a service order number you can check for status here.

I notified a moderator to help you.

Let me know what you find out.

[Hawks_Eye]

Hi @ace2552 

Welcome to the HP Support Community! Thanks for posting your query! 

We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I hear how frustrating this must be for you—waiting weeks without updates when your printer is down is understandably stressful. To get a clearer picture and help isolate what’s happening with your case, could you share a few details:

• Which HP printer model are you working with?
• When you say the first case was closed, did you receive any email or message explaining why it was closed?
• For the second case, was it opened through the HP App, the support website, or by phone?
• Do you see a case number or reference ID for the open ticket?
• Has the printer completely stopped functioning, or does it still power on but fail to print?
• Was the issue hardware‑related (like not powering on, error codes) or more about print quality?

With this information, we can narrow down whether the delay is due to case tracking, communication gaps, or the nature of the repair request itself. Could you describe what happens when you try to use the printer now?

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.