Warranty repair returned as accidental damage or misuse

[Jimmybee]

Laptop bought from Compadvance (Authorised HP RENEW agent)
Purchase Date : 10 Nov 2024 (sold with 1 year warranty to 09 Nov 2025)
Device Name : HP ENVY x360 15.6 inch 2-in-1 Laptop PC 15-ew0000 (549V5AV)

After only a few months of use, an issue arose.
One day, when the laptop was opened, one of the rear hinges didn't rotate as the other one did. This resulted in the Laptop edge coming apart and the bottom left hand corner of the screen cracking.

I arranged through Compadvance to raise a warranty repair ticket with HP.
The Laptop was collected and returned unrepaired, a week later.

The reason for this was, that after careful diagnosis, it was decided that the damage was due to accidental damage or misuse.

I can categorically confirm that this was not the case.

I have asked Compadvance to try and raise this with HP, but wondered if there was anything else I could do to help progress this complaint?

[zoey7886]

@Jimmybee, Welcome to the HP Support Community! We're thrilled to have you here! 

Thanks for posting your query! We're here to help you navigate the warranty dispute process. 

To get started, please check out this handy guide: https://support.hp.com/hk-en/document/ish_2534210-1364541-16  It's packed with steps to help you raise a warranty dispute. 

While you're at it, you could also check your warranty status here: https://support.hp.com/in-en/check-warranty 

We hope this helps you get back on track! 

Take care, and have an amazing day! 

If our solution hit the spot, please click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left as that would make our day! 

Regards, 

[Jimmybee]

Hi Zoey,

When I bought the Laptop, I tried to raise a warranty dispute.

Due to the serial number including a "R" for Renew, the HP system saw the warranty as the original date prior to being renewed. The Laptop should have a 1 year warranty from date of my purchase.

The HP system doesn't seem to be able to handle this, as it shows as expired and no response to my warranty dispute messages.

When Compadvance contacted HP, they took the Laptop to repair under warranty.

It was after that, HP returned the Laptop to me unrepaired, saying that the damage was due to accidental damage or misuse. This was not the case, hence my message to the Forum.

As a HP employee, car you able to help me get the Laptop repaied under warranty?

Thanks in advance

[Garp_senchau]

Hey @Jimmybee, 

Thanks for reaching out! I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,