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HP Recommended
HP ZBook Fury 16 G10 Mobile Workstation PC (7B632AV)

Essentially, made our first business purchase through the HP-Store ‘direct’ {for an HP ZBook Fury G10}. Included in that order was an upgraded warranty:

> “HP 3 year Active Care Next Bus Day Resp Onsite w/Accidental Damage Protection NB HW Supp”


When checking the HP-Store web-status for the order, I have two items listed as delivered – the HP ZBook Fury 16 G10, and the Care-Pack.  The Fury G10 is in my possession, the Care-Pack is not.  On the Care-Pack’s status, the order page notes that this was delivered electronically by email to the address the order was placed on. That email is nowhere to be found. {as in I’ve checked in my inbox, junk folder, and on our mail-server’s side}

 

I’ve received in total four emails from the ‘HP.com Store’.  Those are: the order confirmation {6th}, shipment confirmation {8th}, delivery confirmation{9th}, follow-up survey {17th, today}. Additionally, one email on the 9th per product activation from ‘HP’ {after powering up the device for the first time}.

 

On reading on the forums, it sounds like some people receive a Care-Pack Registration Card packaged with the product which contains further instructions – I did not.


... Anyway, according to the Care-Pack FAQ “https://www.hp.com/us-en/shop/cv/carepackfaq” – it sounds like I shouldn’t have to do anything. However, it also sounds like I should have received an email, and that the product’s warranty should be active.


Since the Care-Pack is not registered {as shown when checking on warranty status online}:

 

-- Tried calling HP Support for the ZBook, and was forwarded to HP Business Support -- who then suggested that I try calling "Care Pack Services" {844 385-2353} -- this was closed on the weekend. On Monday, phoned Care Pack Services, yet could not get ahold of an agent. Eventually the automated phone system directs me to leave a name and number for callback ... yet the mailbox associated with this number is "full" ..... {e.g, cannot leave a number for callback} Tried calling a few times and waiting in queue {since I can't leave a message} to no success.

 

-- Tried "HP Care Pack Registration” from the HP consumer portal, yet received no confirmation or indication that this went anywhere. {this makes sense given the response I got from the consumer department by phone later--}

 

-- Attempted to call the HP-Store, and this time was directed to a number for "consumer" Care-Pack Registration {[content removed]}. While the call went through and I reached a human quickly, they informed me that they're unable to help with business products. It was suggested that I try writing to srg@hp.com with hopes of finding someone who can assist with the workstation's Care-Pack registration. ← This was on the 15th.

 


It may be the case that I’m being too impatient here, yet I don’t know what the expected timeframe is for warranty activation {first time dealing with HP on the Business side}.  I have no idea if there's an email that should've been sent requesting additional details, or if the warranty should've already been delivered -- yet the order status and faq leads me to believe that something is wrong / that I should be following up.

 

I confirmed by phone today (in calling Business Support), that the notebook only shows as carrying a 1yr standard Factory Warranty.  Not entirely sure who to contact or where to direct inquiries on this, so apologies on that in advance.

 

Any help would be appreciated here.

 

Thanks,

-Justin

1 REPLY 1
HP Recommended

Update:  Spoke to "Consumer" Care-Pack Department once again (given they're the only ones that I can reach), who informed me that there is no number {to their understanding} to call for registration on the business-side.  That the only means to activate an enterprise product is through "srg", and the only method to reach them is via email.

 

.. Further, that emails to srg take around a month and go into a queue, or that I should not expect any prompt-response / to get a reply sometime within the next month.  Similarly, to disregard the notice in the product order page that states that an electronic delivery has happened -- that this may take up to a month if I'm asked for more information from the srg team.

 

 

I'm a bit confused here...  What if I hypothetically had a problem with the machine that I bought within the first month of purchase?  To my understanding my Care-Pack is not active, and I cannot receive anything other than standard support despite having paid for premium service.  This is the vibe that I got from prior calls.

 

-- Hopefully it's clear why I'm confused here.

EDIT:  Expanding that a bit-  The answer that I got from the Consumer Care-Pack team may indeed be true, and if it is confirmed as such then I'll mark that as the answer...  {-- albeit I wouldn't be happy with that answer} Minimally the FAQ needs to be updated to be in line with such, and that number {for Care-Packs on the business-side} taken down if it's not manned.  My calling around and being forwarded department to department could've been avoided.

 

The entire process in placing an order is vague in how warranty registration works, and from my perspective seems backwards from what it should be.  It's painting a bad what-if impression of a potential gap in initial coverage, and raising concerns of coverage as a whole.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.