ENVY laptop won't allow me to create a support ticket

[robinwilson2]

I purchased a 17.3 Envy laptop from Amazon. I am trying to register it for warranty, but it asks me to enter the serial number - which I enter. Then it asks me to add the Product number, which I also add. Then it tells me "We were unable to find an HP warranty that matches your product information."

When I go to the support site, and try to create a ticket it also asks for the serial number and product number, but then says it can't find my product. Do I have a counterfeit device?

[Max3Aj]

@robinwilson2,  Welcome to the HP Support Community! We're thrilled to have you here! 

Thanks for posting your query! We're here to help you navigate the warranty dispute process. 

To get started, please check out this handy guide:  https://support.hp.com/hk-en/document/ish_2534210-1364541-16  It's packed with steps to help you raise a warranty dispute. 

While you're at it, you could also check your warranty status here:  https://support.hp.com/in-en/check-warranty 

We hope this helps you get back on track! 

Take care, and have an amazing day! 

If our solution hit the spot, please click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left as that would make our day! 

Regards, 
Max3Aj

[robinwilson2]

I had already tried both of those links, and here's what I get from the Warranty Check page:

1) the form asks for Country and serial number.

2) When I put in the serial number (and select United States - I bought this through Amazon in the USA, and the third-party seller appears to be US-based), it asks me for the Product Number.

3) When I submit that, I get this message:

"We were unable to match your product based on the information provided

One or more of the following pieces of information you submitted is incorrect. Please review this information and correct any errors.

1. Country of purchase: Verify that your product was purchased in the country selected
2. Product Number: Verify that your product number is entered correctly"

[Max3Aj]

@robinwilson2, Thank you for your response,  

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

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support