Not support for wrong product number and keyboard issue of my new laptop

[haydoiday]

I bought a new Hp Spectre 360 laptop in Feb, 2020 and got it in April. The product number in my purchase receipt is 8NXXXX
My laptop has  a different product number, its product number is 5CXXXXXXXX
My laptop has keyboard issue but its product number is different from my purchase receipt,  so Hp Viet Nam cannot support it.

I have contacted HP US Support 3 weeks ago and there is not any response until now. I also do not know when I will have support for my laptop.

How to fix my laptop product number so that it matches my purchase receipt ? HP Viet Nam gives may laptop support if its product number is the same as my purchase receipt

[Repairatrooper]

Did you purchase it from HP or did you buy from a retailer? If it was not purchased directly from HP you will need to contact the vendor you purchased it from. If you did purchase from HP hopefully you retained the packaging because that, along with the bill of sale should establish what happened.

[haydoiday]

I bought from HP.com,  and I have a purchase receipt.

I threw the big cardboard box away. Only keep the small cardboard box.

I submitted my issue to HP support 3 weeks ago, my issue is accepted but I have not received any response until now.

1) HP Viet Nam will support my laptop if my laptop product number matches my purchase receipt's product number.

2) or HP US informs HP Viet Nam to support my laptop because I bought my laptop in US.

I wonder why it takes so long to fix this product number issue

[Lil_Boy_Blue]

Hi

HOW DO I USE DIAGNOSTICS?

HP PC Hardware Diagnostics is a Windows-based utility that allows you to run diagnostic tests to determine if the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. HP PC Hardware Diagnostics Windows comes pre-installed on new HP computers, but if not on yours, download here:-
https://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

There may be better info on the System screen.