Factory Warranty and HP Care

[Alpha_Omega]

After purchasing an HP Envy X360 laptop, it has been challenging to update the factory warranty and the HP Care Pack that I subsequently purchased. I have emailed the representative who sold me the HP Care Pack and have also raised a support case. Despite providing all the necessary details, there has been no progress. Unfortunately, there is no escalation email address available on the website. I did not anticipate that dealing with HP support would be this difficult.

[Alpha_Omega]

Hello  Team,

I have provided all the necessary documents, including the receipt of purchase from JB Hi-Fi and the HP Care payment receipt. However, the warranty details have still not been updated. I was asked to provide a receipt with the laptop serial number, but unfortunately, JB Hiifi’s receipt only includes the model number and SKU details. To assist further, I have also shared a picture of the box displaying the SKU details.

At this point, i am unsure what additional information I can provide, as it has been over three weeks without any progress. Could you please advise on the next steps? Additionally, is there an escalation desk or team I can reach out to for further assistance?

I appreciate your time and help.

[Kuroi_Kenshi]

Hi @Alpha_Omega,

Welcome to the HP Support Community! 

I completely understand how frustrating this situation must be, especially after providing all the necessary details and waiting for weeks without any progress. I truly appreciate your patience, and I want to make sure we explore every possible solution before you take any further action.

First, I’d recommend checking your warranty status using HP Support Assistant (HPSA). This tool provides the most accurate warranty information directly from HP’s system. If you haven’t already, you can download and install HPSA here.

Additionally, if you’re trying to register your Care Pack, you can do so here.

If you’re still facing issues after trying this, let me know, I’ll do my best to guide you further. I appreciate your time and effort, and I’m here to help!

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Alpha_Omega]

I attempted all possible solutions, but the warranty status remained unchanged. Unfortunately, WhatsApp chat support did not help move the case forward. My experience with HP support has been quite slow and challenging, with no clear avenues for escalation. Additionally, my email to APJ feedback did not receive a response.

Ultimately, I had to call support and escalate the matter to a supervisor, who discovered that the case had been misrouted. She was able to direct it to the correct team, and I am happy to share that the issue was finally resolved yesterday.

That said, it should not take a month to update warranty and Care Pack details. I sincerely hope HP considers bringing back the dedicated escalation team, as it was an invaluable resource in the past.

[Kuroi_Kenshi]

@Alpha_Omega,

I'm really sorry for the frustration you had to go through, and I truly appreciate your patience in getting this resolved. I’m glad to hear that the issue has finally been sorted out. Your feedback is valuable, and I’ll make sure it is shared with the relevant team. We are always looking to improve our support experience, and insights like yours help us do better. If there’s anything else I can assist you with, please let me know!

Take care and have an amazing day ahead! 🚀

Best regards,