Warranty Issue

[Bluejacket01]

I need to have my CarePack extended warranty revised because it is incorrect - Case #Edited. It was purchased from SmartFriend on the last day of the original warranty. I have spent a total of 2-1/2 hours on the phone with SmartFriend, and I am no closer to getting it accomplished than when I started. 1) The AI call receiver does not recognize the terms ‘carepack’ or ‘warranty’, so it just sends me to a SmartFriend, 2) I have yet to hit a department that doesn't end up telling me I need to be transferred to another department, 3) by about the second transfer, the call is dropped and I have to start over, 4) when I call back, I never get the same people that incorrectly transferred me, so they don't get educated about the process. Getting a different person each time means they need to come up to speed each time. No one takes ownership of the issue and it is easy to see that this will go on without any conclusion.

How can I handle this by email so I am not wasting time on the telephone?

[Garp_senchau]

@Bluejacket01, Welcome to HP Support Community,

Thank you for posting your query.

I sincerely apologize for the frustration you've experienced so far. I can certainly understand how repetitive transfers and lengthy calls without resolution can be incredibly frustrating.

To expedite this process, I would recommend sharing the invoice or proof of purchase for the CarePack warranty via private message. 

Once I have those details, I'll escalate the issue to our dedicated team, who will take over and ensure that it's resolved for you promptly.

I hope this helps.

Take care and have a good day. 

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Regards,