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03-01-2023 10:37 PM
I am new to the forums, but I purchased an Omen Gaming Notebook several years ago for school and was convinced to purchase the "Risk Free" Care Pack by the Sales Rep - promising me a full refund if not used within the 3 years.
A few months back I reached the end of my 3-Year Care Pack Warranty, I never used the Care Pack, and made sure to submit all documentation within 90 days as instructed. I filled out all of the necessary paperwork (incl. Model, SKU, S/N, etc.) and got a copy of my invoice; all of which was submitted to the Care Pack Rebate department via Email.
I received a reply from the company that seems to handle the rebates the following day (Dec 22nd, 2022):
Hello. Thank you for your email! Your documents are complete so I’ve sent them to get validated and I’ll let you know as soon as I have an update. Please keep in mind that normally the process takes around 6-8 weeks, but due to high volumes, please allow an additional 4 weeks for processing. Thanks and regards 😊 Oscar G. IBS FOCUS Processor Integrated Business Solutions (IBS) HP Inc. México
I have attempted to Email them a few times since receiving this reply, but they have never replied and I have not received my rebate (or status update for that matter) since this original Email back in December '22 - they simply do NOT reply!
I am ready to purchase a new laptop, and despite a few issues, I've been overall happy with HP's price and performance - I would love to purchase my new laptop from HP, but if a simple issue like this can not be resolved I will look elsewhere. I have spent hours upon hours on the phone and no one seems to understand how the rebate process works or even who handles them!? I have also attempted to contact the rebate department by calling the number on one of their rebate forms, but it tells me to wait on hold and then instantly disconnects the call.
Has anyone else had this same experience? Or have you been able to contact someone to get a status update, if so how? I'm hoping that someone from HP sees this and can help me resolve this issue so I can decide which laptop to purchase next.
Thanks in advance!
03-03-2023 11:46 PM
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to help you.
I've sent you a private message with the instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link
I hope this helps.
Take care and have a good day.
I am an HP Employee
03-23-2023 12:15 PM
I am having the same HP Care Pack Rebate problem. I submitted my rebate on 12/06/2022 and received the exact same response to my initial submisson from Oscar G. The HP rebate team has not sent and update or responded to any of my follow up communications. Did you have any luck resolving your rebate issue? If yes, could you provide the steps/process you took to resolve.
04-17-2023 04:54 AM
After posting this, I quickly received a personal message telling me to contact HP support, and an Email from "Oscar G" saying that my rebate is still being processed - it's been half a year now!?! They said I would get an update shortly, which never came.
I do appreciate the PM telling me to contact support, but it got me nowhere.
I have contacted HP support probably 20 times and NO ONE knows what I'm even talking about! I'm getting really fed up and will NOT be buying another HP if a simple issue like this can't be resolved! I'll wait to see if HP comments, but I'm about ready to report this to the BBB and CPSC if I don't hear anything.
Is there someone from HP out there that can please figure out what is happening here?? PLEASE!
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