Wrong Warranty Information

[DarenK]

We just bought a budget gaming laptop from Wal-Mart this month and already we started to have some issues. Now HP is trying to tell us the warranty expired in April this year! How is this even possible if the laptop was just bought this month? And also how is this possible when we even have the receipt as proof of purchase?

[Dragon-Fur]

@DarenK 

Did you contact HP Technical Support?  That is, did Hp Support tell you the warranty is expired?

Sometimes the online information is not correct - this has no impact on the actual warranty.

If you have not done so, contact HP Technical Support:  Open a case, submit the necessary information, explain the situation, and ask for help to sort the issue and correct the information.  Contact information provided later in this message...

Warranty Check

• Warranty Check – Single or Multiple Devices

       NOTE:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit(at bottom of list entries)
• When the page opens, Click View Details

Warranty Dispute

Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

• HP PCs, Printers - How to Submit a Dispute to Validate Your Warranty

HP Technical Support - HP Contact Information

Reminders

• Use the serial number of the device to submit the case (do not post that information on the Community).

• Chat is not available in every region. In those areas where Chat is an option, Chat service hours are likely restricted.  In the event that Chat is not available in your region:  Call the number provided in the HP directory, else submit your case online (to receive phone contact information)

• HP will advise you there is a fee for phone support and / or other services when your computer / device is no longer under warranty.  This is normal business practice.

• HP may tell you that certain services are not covered under warranty.  This is normal business practice.  Standard Warranty typically covers specific hardware issues as explained in the Warranty contract. Care Pack coverage and warranties differ by package.

• If the HP Contact (phone) number is not immediately provided:  Contact information is displayed on your screen after you submit your case online.  

• HP websites are the only ones allowed to use the HP copyright circle/logo.  Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo.

“Everywhere” Contact Information - HP Technical Support

HP World-Wide Support

 Select your region and follow the prompts

Option:  Contact HP Technical Support - Regions

USA / Canada

Submit information / case online: Contact HP Support – Assistance Portal

1. Sign in or continue as a guest

UK

1. For faster support, submit information / case online HP Customer Support UK
2. Contact Phone: Contact HP UK – Phone Assist

Option - HP Support is on Facebook!

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From HP > CAUTION

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

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Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals, Product Information, more

HP Pavilion Gaming Laptop 15-cx0058wm

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[DarenK]

Yes I did contact HP, yes I have now submitted warranty dispute online after delving through the depths of Google and HP support website myself as the "call center" operator decided they would have to charge me as my laptop was out of warranty. How ironic is that? They wanted to charge me for a laptop they state is out of warranty but yet my call was about incorrect warranty information. Gives me great confidence moving forward.

[Dragon-Fur]

@DarenK 

I will submit a request that someone take a look for you.

Should there be a response, you will see it here before you are contacted using other means.

Hang in there...

From HP:  HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

[DarenK]

I see that there is still no response. Why I am not surprised. I have submitted proof of purchase (the receipt) and yet still nothing from HP.

[kevin-t]

@DarenK

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

[DarenK]

Thanks but I'm not holding my breath. I opened a case, I submitted proof of purchase with a picture of the receipt clearly showing the purchase date, the item (laptop) and the store as well as store location. I have tried calling the support number only to be told that I will be charged because I have no warranty! This whole situation is fast becoming a joke that I feel needs to be resolved and quickly. I wonder how this would play out in small claims court? Maybe I should give it a try?