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‎05-17-2025 02:46 AM

HP Recommended
Product: OMEN by HP Transcend 16 inch Gaming Laptop PC 16-u1000 (8N9K4AV)
Operating System: Microsoft Windows 11

I'm seeking urgent assistance as my case #5141126565 has been closed without resolution, despite an ongoing issue with incorrect warranty dates for my brand new replacement (NOT refurbished) OMEN Transcend Laptop 16-u1001na (Serial: ********, Product: *******).

Timeline of events:

  • February 7th, 2025: Received brand new replacement laptop from HP
  • February 2025: Purchased 3-year HP Care Pack specifically for this device
  • February 26th, 2025: HP Support requested my Care Pack invoice, promising resolution within 4-5 business days
  • March 4th, 2025: HP representative confirmed case #5139148976 was opened
  • March 10th, 2025: Discovered my case was not visible in my account, submitted case #5139332666
  • April 14th, 2025: Received email stating "carepack is updated from our end and will be updated in your nPC in next 3-4 business days"
  • April 29th, 2025: HP requested invoice again claiming they couldn't open previously sent file
  • May 1st, 2025: Resent invoice in multiple formats as requested
  • May 14th, 2025: Received notification that case #5141126565 was closed
  • May 17th, 2025: Checked HP dashboard - warranty dates still incorrect

Despite multiple communications spanning over 3 months and submission of all requested documentation, my warranty dates still incorrectly show as expiring this month instead of February 2026 (factory warranty) and February 2028 (Care Pack).

According to UK consumer law (Consumer Rights Act 2015), when a manufacturer provides a brand new replacement device, the warranty begins from the date of receipt. Additionally, my purchased Care Pack constitutes a separate contract that should apply from the delivery date.

Has anyone experienced similar issues with warranty dates on replacement devices? What steps were successful in resolving this? 

I would greatly appreciate any advice or contacts for escalation beyond standard support channels, as this issue has dragged on for an unreasonable amount of time.

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