My HP AIO-** encountered an error code issue when trying to restart. The computer attem...
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My HP AIO-** encountered an error code issue when trying to restart. The computer attempted system repair and was not able to resolve the issue. I tried several different ways to get passed the repair issue and was unsuccessful. I chatted with the HP support people and they had me run several tests that troubleshooted the issue. None of the methods I was instructed to perform were successful and the last suggested attempt required a separate computer and *g on a storage device to attempt. I didn’t have these things so I asked if I could send the computer in to a repair clinic because it is still under warranty. I got slight reluctance from the service tech to go through with sending my computer in to a repair, however it was eventually arranged for shipping materials to be sent so I could send in my computer. It was presumed that my hard drive is faulty and caused the problem booting up. Several days later the shipping supplies came and I followed the instructions to use the materials as they wanted them utilized and even took a picture of the pre-boxed computer in the plastic and foam that was to be slid into the box and sealed up to ship out. I send the box to the repair center and several days later I received an email stating that the computer is damaged due to consumer accidental damage*screen cracked*damaged. They included a photo of the broken computer screen and told me that the screen isn’t covered by my warranty nor is accidental damage, and they ask me to pay $*** to repair the screen. ——The screen WAS NOT broken before shipping. I took pictures on my phone of the error messages prior to troubleshooting with the tech support because I didn’t want to forget them as the tests were happening. The customer service tech and myself wouldn’t have been able to run the teats we ran if my screen was broken before I sent it in, the tests were largely based on what the screen said happened at the end of the test. I never would have been able to retrieve the identifying information from the computer if the screen was broken. I am almost positive that this damage was incurred by the people at the FedEx drop site or by Fedex themselves. I ship things out pretty regularly by various shipping services and this would be the third time this year that a package I sent via FedEx arrived broken or destroyed at the destination. I obviously don’t know that it was FedEx who broke the screen on my computer, but I feel it is highly likely. Either way I know for a fact that my computer screen was FINE before sending the computer in to the repair center. * The next step I took included me calling the repair dept. and spending an incredible amount of time going through automated service techs before I finally spoke to a human, and then technically the only thing that was accomplished was me confirming who I was and what my initial complaint was. The original service repair ticket was eventually located and the tech repeated the spiel about the Accidental Consumer damage that I was emailed about earlier that day. I finally got it through to him that my computer screen was never broken when I sent it to them. I also mentioned that I took photos of computer screen as it was displaying the error messages and computer serial number so I would have a copy of the *’s if the tech needed them. After being put on hold numerous times I was given a reference number of the call I was on and told that my claim was being escalated to a supervisor who would call me within ** hours to discuss my issue. * ** hours went by and at the end of the day for the service call center (*pm) I received another copy of the -Sorry, your computer isn’t eligible for repair under warranty because of the issue was caused by consumer accidental damage, and told to pay $*** if I wanted the computer repaired and shipped back to me. If this was an escalation of my claim I feel that I am being completely ignored and my claim is being disregarded and this experience has unfortunately changed my previously favorable opinion of HP products in general and the tech support people they employ. Further more, I cannot believe that in the meantime I am just in limbo waiting for someone to hopefully contact me or to figure out who or how I can contact someone in the claims or repair departments to voice my specific situation. Hopefully the next service representative can actually help me with my claim without passing the buck and brushing me off by telling me to wait to hear from someone else. Only to eventually be sent another standard repair rejection email and bill —-to my phone of course since I am without my recently purchased yet already broken twice over computer that was still under a warranty that didn’t even warrant adequate customer service much less any repairs.
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