How can I initiate a service/repair request that is covered under an extended Care Pack?

[AviF]

I recently got a fan error 90B on startup. I ran the HP diagnostics, and got a 24 digit failure id. I entered that in the HP support website, and it says that my warranty status is active (under the 3 year Care Pack) I purchased:

HP Thermal fan check has Identified a critical failure in your system that requires repair.

See your options below:

Warranty status:

Active: Covered under warranty, 4 months remaining See details

When I tried contacting one of the authorized service centers, they said I have to initiate the warranty claim with HP, but there is no means of contacting HP provided. (The virtual assistant just gets me back to the page that says my manufacture's warranty is already expired.)

Any advice? Thanks

[sandytechy20]

@AviF 

Welcome to the HP support community.

I understand that you are getting a 90B error, and I am glad to assist you.

You can submit a dispute for review of your warranty:- click here

Follow the steps mentioned in this HP document to fix the issue:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[AviF]

Hi, @Sandytechy20,

Prior to your response, I managed to get through to Warranty Support on the phone (though I don't remember which phone number eventually succeeded after being transferred multiple times).

They were able to find my Care Pack information, walked me through the steps in the document you indicated, and determined that I need to send it in for service.

They sent me packing materials and instructions overnight, and I shipped it off for service.

It's not clear to me why the online system does not see my Care Pack, with a suggestion to dispute the status, when Warranty Support personnel can see it clearly.

[sandytechy20]

@AviF 

Good to know that this issue is taken care of.

Feel free to contact us in the future if you need any assistance.

Cheers.