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warranty glitch - how to speak to someone directly?

HP Recommended
HP Notebook 17-ca1007ca
Microsoft Windows 10 (64-bit)

Sorry for the category...the drop down insists you pick one, but doesn't actually show the option I need.

I bought this laptop from Staples Canada.  They let me know it had been a returned item but checked as re-saleable by their techs.  The issue of the warranty came up and although the guy I was talking to said there wouldn't be one, the store manager was with us and explained in detail to him that they now have an agreement with the "Vendors" (in normal usage that should be "Manufacturer") that on items deemed fit for re-sale, they arrange for a new warranty.  


Yeah, sounds too good to be true. Well, I see that my  Notebook still says it has no warranty. I called Staples again and she said she'd follow it up.  

I feel she's just giving me a story so I would have preferred to actually SPEAK to someone at HP to find out if this process has been put in motion.  


If not, what are options that I can do myself?


If this situation isn't fixed within the return time, I will be returning this. I'm not having a "new" laptop that has no warranty.



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HP Recommended



Welcome to the HP Community.

Be Aware:

Do not respond to individuals who post phone numbers or email addresses.

Do not post any private information in our public Community.

These people might be scammers trying to steal your information / money.



Not sure - Returned sold as "new" is not the exactly the same as New.

Assuming for the moment that what you were told is true,

When you purchase your device,

The first step is to Register that device (computer in this case).

Next, if the Warranty is in question, complete and submit the Warranty Dispute form.



Product Registration



Register your product during first setup or soon afterwards

   READ >>     Register HP Product and Registration FAQ


Have a Care Pack Warranty that needs to be Registered?

         HP Care Pack Registration Page



Warranty Check


Check the Warranty on your product

         Warranty Check – Single or Multiple Devices


NOTE:  Warranty date is updated after purchase and registration of the device.

If the device is not registered, or if there are other issues, submit a Warranty Dispute form.


       NOTE 2:  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 or at the bottom (click Flag)
  • 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


Reminder: Online database results do not impact the actual contract.


Warranty Dispute

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


HP Limited Warranty Statements (General Information)


Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.




What else?

If you are unhappy with the purchase, return the item to the place of purchase and get a refund.

Purchase a new product from the same merchant or shop directly at the HP Store.



If you decide to keep the computer,

Do try to register the computer and do submit your Warranty Dispute form.

If the issue is not resolved following the procedures, we can forward a request for review.

Review can be fast or it can take longer - The Community is not in control of the process.


Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution"


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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation