HP Care Pack ADP Not Honored and Conflicting Responses

[Jackie027]

Recently, I filed a repair claim under my HP Care Pack with Accidental Damage Protection. HP Support has given me contradictory answers as to why they can’t repair my laptop. The screen is cracked and as a result, the laptop display doesn’t turn on.

I contacted HP, and they first told me my HP Spectre x360 14 is a “premium” laptop and that ADP doesn’t cover premium models. Then, they told me my laptop actually is non-premium, but that my ADP still doesn’t apply to my laptop (didn’t explain why). The latest thing I’ve heard from HP was the same thing they told me in the beginning: that my laptop is a premium pc and therefore not covered under ADP and I’d have to pay out of pocket for my repair. 

Here’s the thing. I purchased the HP Care Pack directly from HP, using my serial number during the purchase process. I don’t understand why HP’s system would allow me to purchase a warranty that supposedly doesn’t apply to my device. I shouldn’t have even been offered the care pack as a choice to purchase if that is really the case. I purchased ADP to cover accidental damage. I initiated a repair case, and HP has been majorly unhelpful to cover said accidental damage. It doesn’t feel like they’ve actually looked into my issue, more so stalling in hopes that I’ll give in and pay for the repair with my money. Has anyone else had this issue before? 

[Hawks_Eye]

Hi @Jackie027 

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you.

We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending out a private message to assist you with the next course of action. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care, and have an amazing day!

Regards, 

Hawks_Eye