Damaged screen repair

[LizG67]

My touchscreen has a big blob and colored lines on it. 

When I called support to report the issue and get it repaired the representative told me I needed to purchase a care pack ($82). So I did and sent my laptop to HP in the packaging they provided.

Well, 2 weeks later I receive an email telling me that it was "customer induced damage" not covered under the original warranty. To which i responded that I had purchased the suggested care pack. After playing phone tag for over a week I was contacted by HP and told that the care pack I had purchased did not covet accidental damage. To which I stated that I was reading it and line 7 stated Accidental damage. She said she would look at it. 

Then a couple days later I received an email telling me that it is not covered and the second point says that I possibly committed FRAUD by purchasing the Care pack. Who the HELL do they think they are?!

[Riddle_Decipher]

@LizG67 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

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