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hp carepacks state 24/7 support but this is not true - why do hp make this claim?

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hp spectre 13-af0xx
Microsoft Windows 10 (64-bit)


I'll try and keep it brief:

1) I purchased a care pack with my spectre laptop - trackpad broke on sunday and I needed to find support for the 24/7 coverage advertised on my carepack

2) Monday I was able to get through to someone who advised me that support is only 9-5 mon-fri. 

3) Laptop was picked up, reparied next day and returned - EXCELLENT service.

4) I queried HP asking why they say 24/7 and what the 24/7 support process was just in case this happened again

5) The response really irritated  me: see below.

6) I pointed out the screenshot and highlighted the 24/7 references.


Here are my questions to HP support...

1) Why do you state 24/7 support when HP have told me it is 9-5 Mon-Fri only? 

2) If this claim of 24/7 support is genuine - what does it refer to and how do you use it? (the number on the care packs only works 9-5 mon-fri)


hp wording.png


"Dear Kam Bachu,


Thank you for your feedback to HP.


We have reviewed your feedback and appreciate you taking your time to contact us and provide your experience with HP. 


After carefully reviewing the Terms & Conditions of the carepacks provided by HP we did not found any mention regarding support 24/7.


You can find all the Terms & Conditions of HP's carepack under the following link on the section "Terms & Conditions"


Best regards,

HP Customer Relations Team UK/Ireland


For information regarding HP's privacy policies and practices, please visit our Personal Data Rights Notice and Privacy Statement. To exercise your rights of access, rectification, opposition or deletion, please use the ‘Privacy Feedback Form’ available from HP’s Personal Data Rights Notice.


Our advice is strictly limited to the question(s) asked and is based on the information provided to us. Please review the HP Support Disclaimer in your own language / 免責事項:"

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