The product and serial numbers are different than the original numbers at the bottom of my laptop

[Lewis_444]

Recently my laptop ran into some issue and the motherboard and SSD had to be replaced. Since my laptop was under warranty an HP onsite technician came to my house and replaced the faulty motherboard and SSD with a new one. While the technician was installing the new motherboard I specifically asked him if the serial number would remain the same, he responded to me saying yes.

I got my laptop running back to normal and when I recently opened the HP Support Assistant app, on the specification dashboard it shows me a product number and serial number that doesn't match the original number that's there under my laptop and on the box. Just a couple of days back my warranty ended but in the HP Support Assistant app it's showing me that I still have two years of extended warranty left, I haven't purchased one!

I don't know what to do! I tried calling up the HP technician that replaced my parts to ask him about this matter but he isn't answering nor replying back to any of my texts. I am a student and I don't want to fall into any legal disputes because of this, please help.

[The_Fossette]

@Lewis_444

I reviewed your post and I understand that the serial number and product number showing in HP support assistant is different from the one at the bottom of the computer.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you uninstall the HP support assistant and reinstall and check if that helps.

Meanwhile, I recommend you follow the steps in the below article to find the correct product and the serial number of your computer.

https://support.hp.com/us-en/document/c03754824

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Lewis_444]

@The_Fossette

I uninstalled and reinstalled the HP Support Assistant app as you said, but it still shows me a different serial and product number.

I know the correct serial and product number of my product but they don't match at all with the ones shown in the Support Assistant app.

[The_Fossette]

@Lewis_444

What is the serial number showing in the BIOS? Is the matching with the serial number in the BIOS?

Thanks!

[Lewis_444]

@The_Fossette

The serial number showing in the BIOS is the same as my original serial number. It's correct everywhere except the HP Support Assistant App!

[The_Fossette]

@Lewis_444

Have you created an HP connected account? Have you logged in to HP support assistant using that?

Cheers!

[Lewis_444]

@The_Fossette

Yes, I have.

[The_Fossette]

@Lewis_444

I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!