Complaint about my warranty on laptop

[J985]

I have the care warranty on my laptop which expires in 2026.  I have an issue with the audio on my laptop which started a day after an HP update was installed.  I have sound but cannot put the volume sifter or louder. As I move the volume control up and down the volume stays the same. I can only mute it.  I went through my care warranty. The girl spent two hours going through everything.  Told me I needed someone smarter than her and sent me to the smart friends. There I was told I would have to buy an additional warranty cause they are a subscription. My care warranty I was told when I brought it was complete and if it was an issue they couldn’t fix my computer would be sent in and repaired or replaced. Totally unfair that you changed the warranty and expect me to pay such an additional cost. I am hurt and insulted. My case number is (Removed). Thank you 

[Garp_senchau · Accepted solution]

@J985, Welcome to HP Support Community,

Thank you for posting your query.

Upon reviewing the case ID you provided; we found that the issue you mentioned during the phone support was that the audio was not adjusting while playing a specific game. However, the device functions properly otherwise. 

This might be why you were asked to pay for support, as the device works fine except when the game is in use. Please confirm if this is accurate so that we can assist you further.

Take care and have a good day. 

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Regards,