Incorrectly denied warranty coverage claiming customer induced damage

[Bursa]

I purchased my laptop 1 year ago and about 10 months into the warranty the computer was having boot up issues. I contacted HP support a few times about the issue and had a support ticket. They were never able to fix the problem. Ultimately they said I would have to mail the laptop for them for repair, which I did a few weeks ago.  They notified me on Thanksgiving Day that the warranty claim was denied and said it was customer induced damage, which is insane, as there was no laptop damage when I sent it in. They sent a picture with a cracked screen. It wasn't cracked when I sent it in and was cosmetically perfect when in my possession. I've done some research to see why the screen could have cracked once it left my possession and it says temperature swings can do that. I suspect during FedEx shipment it was in a very cold truck given winter conditions over the holidays. They were claiming we would have to pay $612.87 for the repair. The number on the email which we called to dispute doesn't work because it says to enter 6 digit agent ID which they didn't provide. HP is not responding to my emails. I don't know how to resolve this, but I'm very frustrated as HP is not honoring and not responding to me. I've tried to find a valid phone number but I absolutely am not going to pay to access an out of warranty phone number, which now as of a few days ago the 1 year warranty is up. HP needs to honor the warranty for the problem that was raised well within the warranty period. Any suggestions? The poor customer service and lack of honoring the valid warranty claim for the issue I raised with them  is very frustrating. 

[A_Gayathri]

Hi @Bursa, 

Welcome to the HP Support Community

I understand you are facing an issue with your repair and warranty claim. Not to worry I will help you to get a resolution to resolve the issue.

I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support