Serial Number showing different device and product number is invalid

[Elio14]

I purchased my Victus laptop on 11/15/24 and according to HP Support Assistant the Warranty Start Date is 11/20/24 however it does not show an end date or valid warranty but rather it says pending. The product number shows as invalid / does not exist on the HP website, and when adding the serial number it shows an HP Envy Notebook from 2015 which has an expired warranty. Additionally I have purchased a HP Care Pack Pickup Return with Accidental Damage Protection Subscription Service for HP Notebook which I am paying monthly for, I can not confirm neither the warranty out of the box or the care pack subscription. I can not get assistance specifically related to my device as it seems to think that it does not exist, with the invalid product # and the serial number showing a completely different device from a decade ago.

I am assuming it is a re used serial number however I would like to get any information as to what I can do to resolve this? I have already started a warranty dispute form however it has the wrong product number ( linked to the HP Envy ) with my correct serial number. I am waiting on a response at this point but any suggestions would be appreciated.

[Raj_05 · Accepted solution]

Hi @Elio14,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Please check this document and follow the steps to raise the warranty dispute:

Also please refer to the below link to check the warranty status.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support