Complain

[Ellirica]

Hi

Anyone knows how I can approach this? My laptop fell and screen was damaged. Warranty say it covers accidental damages from falls. I escalated this and customer service replied saying it’s customer induced damage! 

[VikramTheGreat]

Hi @Ellirica,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I’m really sorry you’re dealing with this. Having a laptop damaged by a fall is stressful, and it’s frustrating when coverage isn’t what you expected. I’ll explain clearly how HP warranty and protection plans usually work, and what options you have next.

1) Factory (limited) warranty: what it covers

• The standard HP factory warranty covers defects in materials and workmanship. That means problems that happen because parts or manufacturing were faulty (for example, a display that fails to power on due to an internal defect).
• It does not cover accidental damage such as drops, cracks, spills, or cosmetic damage. When a screen is cracked from a fall, that’s normally considered customer-induced/accidental damage, so it’s outside the standard warranty.

2) Accidental Damage Protection (ADP) / HP Care Pack: What it covers

• Accidental Damage Protection (sometimes sold as an HP Care Pack or ADP plan) does cover accidental incidents like drops, liquid spills, and other user-caused damage, including cracked screens caused by a fall, but only if you purchased that plan before the incident.
• ADP plans have their own terms: they may limit the number of claims, require you to follow a claims process, and sometimes apply a service fee or excess per claim (check your Care Pack terms for specifics).

3) Why customer service may call it “customer-induced” damage

• From a diagnostic perspective, physical signs such as a cracked bezel, visible screen fracture, or impact marks make technicians classify the damage as accidental. That’s why the repair is typically routed through ADP or paid service rather than the factory warranty.

4) Practical next steps you can take right now

• Check whether you have an ADP / a Care Pack: look for the Care Pack or ADP purchase receipt, or check your order email/HP account for any protection plan tied to the laptop serial number.
• Gather documentation: serial number (S/N), purchase date/receipt, photos of the damage, and any communications or repair reference numbers from HP support.
• If you have ADP, open a claim with HP’s ADP/claims team, provide the photos and your proof of coverage. Follow their instructions for sending the laptop or arranging carry-in service.
• If you don’t have ADP, you can still get the laptop repaired through HP Authorized Service or an HP Service Center as a paid repair. Ask for an estimate and the expected turnaround time.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat

[ellirica88]

Thank you for your reply . 

Very helpful . 

I do have care pack purchased from before the incident( it includes physical damage from falls) and I cant seem to find a separate contact team. HP support said the same thing , that this is customer induced and its them to contact regarding care pack.

[VikramTheGreat]

Hi @ellirica88,

Thank you for getting back to us and letting us know what’s going on. I understand this situation can be frustrating, and I want to make sure you get the right support as quickly as possible. In this case, the best next step would be to reach out to our phone support or chat team and share your ADP details with them. They’ll be able to review everything and help get this issue resolved for you.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support

[Ellirica]

I am unable to view any messages 

[Deep_World]

Hi @Ellirica,

Thanks for your response. It looks like you’re unit has been damaged as you meniotned. 

Im really sorry to hear that your HP laptop was damaged after the fall. Since you mentioned that it has already been identified as customer-induced damage, To get you the best assistance, we need to take this conversation to a private chat. that will help review the condition of the device and provide you with an official repair quote based on the parts and labour required.

We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[Ellirica]

I am just being invited to private chats and offered that I have to pay for the repair. I just really do not understand the difference between customer induced damage and damage from fall? does customer induced mean I intentionally dropped it ? 

I think this is going no where 

and yes I tried the phone service and it got me no where. 

Thanks