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- Expired Warranty on Brand New HP Desktop RIGHT OUT OF THE BO...

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01-30-2024 10:47 AM - edited 01-30-2024 11:13 AM
I just unboxed a brand new HP desktop a few days ago. Got it all set up and it asked to register the product.
I did so, and HP site says my warranty is EXPIRED! Supposedly started 2 years ago 3/2022.
After digging around on this terribly convoluted site, i found a place to appeal this and submitted a receipt.
The screen said Id receive a reply in 1 business day. We'll it's longer than that, and no reply. What a joke.
Then it gives me a link to inquire about the ticket, and I have no way to contact anyone about my ticket number.
So I have a chance to "Post to the community"... here... and I can't even find a suitable board name to post it too.
I think i'm going to wipe my data and return this computer. What a terrible Customer Service experience.
By chance, anyone reading this have any phone number or email or way to contact these guys with a ticket number?
What a bad experience. Thank you in advance if anyone can help... if this is even the right board.
02-01-2024 12:39 PM
Hi @Mikejc314,
Welcome to the HP Support Community.
Thank you for posting your query. I will be glad to assist you.
I see that there is an issue with the laptop warranty and needs to be updated as per the purchase date.
The support here is limited and this issue might require one-on-one interaction to fix it.
I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link
Take care and have a good day.
Irwin6
HP Support
Irfan_06-Moderator
I am an HP Employee
02-02-2024 06:10 AM - edited 02-02-2024 06:23 AM
Hello Irwin6:
THANK YOU for contacting me. This does really make a difference to me as an HP customer.
At this point, my warranty issue HAS been resolved. I finally can see my warranty as ACTIVE.
If I may, I would like to give some constructive feedback to HP with regards to my customer experience.
I HOPE you can get this to someone at HP who considers this, because I honestly was ready to wipe this system and return it to the place of purchase (I have 90 days) and get a different reputable brand like Dell because I find HP's warranty and customer support process so crazy illogical. So here goes...
1. Great initial entry into the process. I find my serial number and everything tracks easily from that. Wonderful concept.
2. EXTREMELY surprised that my warranty shows up EXPIRED on the day of unboxing. Now, I understand that HP starts the warranty clock near the date when the box leaves the factory. Who came up with this process??? and let's assume that it was done because you need a fixed hard date in your tracking system... ok, but then put a simple prompt in the registration process to ask specifically for purchase date and upload of the receipt! The fact that you make customers do somersaults to find a warranty appeal page is ridiculous. Also, think of how negative "warranty appeal" sounds to a new customer with a newly unboxed computer! Seriously, think about it! It's crazy. I cultivates a negative perception right out the gate!
In fact, here's what went through my mind when I saw the expired warranty, with a date from 2 years ago with ZERO explanation... "Oh, so I must have been sent a return! Those dirty dogs at HP! Someone must have returned a computer that was originally registered 2 years ago. Then HP refurbed it, and someone forgot to renew the date. Then the used computer was re-boxed to look like new and sent out to some sucker consumer... who would be paying full new price for a refurb! You know what, I think I want to return this because I purchased a NEW computer, not a used one!"
I am happy to know now that I DO have a new computer that was MANUFACTURED around 2 years ago, but do you see how your process unnecessarily caused a serious negative attitude toward HP, which could have turned me off to any future purchases?! And this situation could be COMPLETELY AVOIDED if your initial registration page clearly explained how you did things and proactively asked me for the purchase receipt... instead of making me waste my time looking for an Appeal page with the motive of protecting my own interests. IE: If HP asked me first, I'd think, "wow, this company cares about it's customers!"
3. Do you realized that when you file a warranty appeal with receipt that the initial feedback screen says the case will be reviewed in 1 business day? After many days of complete silence from HP, I actually filed a second appeal to see if I only imagined the 1 business day screen, but yes, there it was! If HP currently does not have support staff to fulfill this time line, PLEASE remove the message. THAT message sets the customer's mind with yet another expectation that HP does not fulfill! What it actually did was cumulatively annoy me for many days as I plotted my dismantling and return of this computer to the store. Again, I am glad you reached out, because it does redeem HP to some extent you you do have some people who care. But I hope you see how this simple 1 day expectation that HP put into my mind actually cultivated yet even more completely avoidable negativity toward your company!
4. You guys have to do something about your support website to stream line it. As a new customer, I just wanted a place to easily write my question to HP and get some help. Instead I felt it was an obstacle course and endless loop, or should I say, "pass the buck," until I got to the HP Community. It was mega frustrating. When I see a link that has a headphone icon with the words, "Contact Us," I expect a phone number, email address, or a contact form to show up, where I ask my question. Plain and simple. Instead, I get a few options, none of which sound assuring. The community way ended up being ok as I saw many others had my problem... but if you do it this way, then call it something else. Or make a contact form that defaults to a community post anyways where people can answer, and until someone from HP has bandwidth to reply... and I would have been fine. When it says ask the community, as a customer, I feel the HP company doesn't have time for me, and is passing the buck as a stall tactic. Again, negative.
On the other hand, the HP community method, if "repackaged" could be a brilliant support method! If I clicked "Contact Us," and a default form showed up with subject line and message box, I would say cool and fill it out. Then you give me a popup message that says, "Due to volume, please allow us a few business days to get back to you." Fine and reasonable. Then let your system auto post the question to the community. If anyone from the community posts a reply, you send a notice so I am triggered to check it. Even if the post does not resolve the issue, I still have hope that HP will get back to me in a few days, BUT I experience some movement on the issue. This is a positive feeling. If the community happens to resolve my issue, even better, and then HP doesn't even have to do anything but close the ticket, or do a courtesy check to make sure all is well. In the worst case scenario, HP contacts me after a few days, and we talk, even as we are doing now.
This is just one customer's personal experience testimony as well as how you could improve it with a few minor changes.
I worked in IT tech support for many years, so I understand the pressures of ticket volume, but I also think there are ways to handle customers that will decrease the probability of you losing them. Thank you again for reaching out to me Irwin6, and I hope you can get my feedback to someone who will consider my suggestions.
02-05-2024 08:11 AM
Hi @Mikejc314,
Welcome to the HP Support Community.
This situation will need some additional support from our internal teams in HP.
I have escalated your issue to HP’s Support Team in your region for their review of possible options available, if any, to resolve your issue. You should be contacted within 3-4 business days (this does not include weekends or holidays).
I am an HP Employee
02-05-2024 08:31 AM
Thank you Elohi_NR for reading my feedback and passing it on for further review.
1. At this point, from the consumer perspective, I have no open issues. My warranty is all set. Thank you.
2. I took the time to write feedback of my experience and customer thought process to help HP prevent any potential negative customer experiences in the future. IE, it might be wise for HP to rethink and revise your default warranty process.
Thanks again