Problem with repair

[TeriB3]

I have a laptop in repair. Brand new.  I get emails saying the problem is due to Customer and that I don’t have a warranty. I DO have an extended warranty. I did not alter the laptop in any way. I received my laptop and pretty much out of the box it would give me a blue then a black screen. I worked with support several times and nothing fixed it. They told me to send it to be repaired. Now, I get conflicting messages-I can’t tell if it’s being fixed or if they’re telling me it’s my fault and I’ve got to pay for the repair. I can’t get anyone on the phone. Has anyone had this kind of issue?

[zoey7886]

@TeriB3, Welcome to the HP Support Community!   

Thanks for reaching out about your query regarding your laptop!  

We're thrilled to have the opportunity to assist you and provide a solution.   

To help me look into this properly, could you please share the previous case ID(s) via private message?  

Looking forward to your response so we can get this resolved.   

Take care, and have an amazing day!   

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Regards,