2 Year HP Warranty and Care Pack - bought from Sam's Club

[KellyHar]

I purchased this device from Sam's Club in August, 2021, mainly because it includes an extended warranty/care pack for 2 years. The laptop has a device failure and I can't get HP or Sam's to honor anything but a 1 year warranty which is expired. Sam's says to work directly with HP and HP says to work with Sam's. There's no resolution! I've been working on this for months now and I'm hoping someone from HP can find a resolution.  Thanks in advance. 

[Ric_ob]

Hello,  @KellyHar 

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[Raj2111]

Hi @KellyHar 

Welcome to the HP Support Community!

I understand that you are facing an issue with your computer I am glad to assist you.

To be able to assist you better please let me know if you have purchased HP care pack?

May i know the issue ?

Thank you for being a Valuable Member of our HP Family.

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

-Regards,

[KellyHar]

Hi @Raj2111

Thanks. I bought the laptop from Sam's Club and it includes a 1 year warranty and a 1 year Care Pack that offers support after warranty, total of 2 years ( I have proof) . When I talked to HP support they can't locate the care pack and tell me to talk to Sam's Club. I talked to Sam's Club and they told me to talk to HP. 

My devices screen had stopped working & It needs to be repaired or replaced, but to date, neither conpany will acknowledge the warranty/care pack. 

If you can help get it resolved that will be much appreciated. 

[KellyHar]

@ric_ob Thanks. Most of that info is contained within the post's tags (exact laptop model & OS). The issue is that the screen has failed & will not illuminate or render any image. Its completely black. 

[Raj2111]

Hi @KellyHar 

Thank you for writing back.

To be able to assist you better please reply to the private message,

 I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile,
 

-Regards