Warranty Claim Submission

[hannahjsimmons]

My right USB port stopped functioning a couple months ago. USB devices will have sparse connectivity unless I am holding it in the port. My left port works fine. I don't know if there was physical damage, but I kept my mouse dongle in the port so there is a possibility the dongle was shoved into my laptop when carrying it in my backpack. I cannot find anywhere on the website how to submit a warranty claim. My warranty runs out in August and I am an online student and can finally afford to be without my laptop now. However, I cannot find anywhere how to submit a claim. I am still under warranty. I have tried contacting customer service via the chat option and I am to the point of banging my head on a wall; the chat representative only replied at minimum once every 2 minutes and never answered any of my questions so I gave up. I love my computer but customer service has me wishing I would have went with ANY other option when purchasing. However, this is what I purchased and now I am just begging someone to help:

For the love of everything, how do I submit a warranty claim? Do I just take my laptop to the HP repair specialist? 

[erico · Accepted solution]

Sorry to hear about your frustration.

The downside is that I do have some of what might be bad news, unless you purchased a no fault warranty on top of the factory warranty.

Damage such as what you described is termed customer induced  damage and is rarely, if ever covered under the factory free warranty.

You have described a damaged USB port that would require a system board replacement.

If you have the no-fault care package start at the web document at the hyperlink below.

https://support.hp.com/us-en/document/c00372730

[hannahjsimmons]

Thank you! That is definitely not bad news, I've been searching for the warranty coverage details and hadn't viewed it yet. I was able to continue slow conversation with chat support and had to send a video. Then the video was too big for chat and had to send it over email, which added 30 minutes to our conversation. Eventually, I ran out of time and had to leave (I started 3 hours before I had to leave, thinking that would be plenty of time). I explained this and was told we could just pick back up when I got back, and then I received an email that my case was closed. I dreaded having to go through all of that again. It's a huge relief that it won't be covered under warranty, so I can take it to a local shop and painlessly have it repaired when I'm ready. Thank you so much for your reply!

[erico]

You're very welcome.

Have a great day!