New OJP 8025 Printer (10/4/2021) Warranty shows as "Expired" on HP Dashboard

[SouthChicago]

Brand new printer, OfficeJet Pro 8025, purchased 10/4/2021, shows warranty status as "Expired" on HP Dashhboard.

Have filed 2 problem cases to get this fixed.  Not resolved yet.

Any suggestions?

Thanks in advance!

[Valsimot]

You need to dispute warranty if you have a valid proof of purchase

https://support.hp.com/in-en/document/ish_2534210-1364541-16 

[SouthChicago]

Thanks for the note, Valsimot. 

I have done that twice, in the first case, someone changed the printer serial number, but the expired warranty status was still the same.  Then they closed that case.

The second case, with correct SN, was closed with no change to the warranty status.  

HP shows this warranty as starting in August 20, 2020.  Obviously an error if I only ordered the printer on 10/4/2021.

Is HP shipping refurbished or used printers from a year ago, with expired warranties,  and claiming that they are new in 2021?  The packaging I received appeared to be new.  No labels of "Refurbished Product" or "Open Box" or such.

Thanks ...   /sc

[Repairatrooper]

To clear up the confusion somewhat. Many products are manufactured months or even a year in advance. We are an HP reseller and I have received products directly from our suppliers that are 2 years old. The way that warranty is initially setup is that a date one year and 90 days after date of manufacture is applied to the product as the warranty. AFTER you purchase the product and REGISTER your product, the warranty start and end dates are adjusted to reflect these newer dates. This process can take 3-5 days at minimum. Unless you purchased from a seller who is selling refurbished products or the item was listed as a refurbished product then barring a mistake in shipping the product, you would not be shipped a refurb. When we do warranty checks before servicing, the warranty system tells us whether the dates shown are from date of manufacture or date of sale. I have tagged the moderators so that hopefully they can have someone reach out to you.

[Betty0610]

@SouthChicago

Welcome to the HP Support Community.

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please do check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[SouthChicago]

Hello "Trooper" ...

Yes, this is good background info on how the HP Warranty Process is ("supposed to") work.  😉

(My guess is that the printer was actually built in mid 2020, package label says in Thailand, but no date anywhere on the carton.)

What's quirky here is that I purchased this printer direct from HP.com online (HP.com "Store") on Oct 4, 2021.  If anyone show be able to keep their manufacture dates, sales dates and warranty dates correct, it should be HP itself, yes?

There were no other retailers involved. (I should have made that more clear in the original post.)

I received a direct/private message from an HP Support person indicating that I would receive additional direct messages to resolve this ... I am still waiting for those.

So, thank you for your insights and the attempt to eliminate the confusion.  The info is useful but does not yet solve this problem.  I can do a Kudos, but can't yet do a Accept as Solution since nothing is solved yet.  I'll come back to you with an update once that happens.

I'm 1.6 months down the road since purchase date trying to get this resolved.  If you have any other ideas on how to close this out, I would be most appreciative to hear them.  Thank you for volunteering your time and efforts to assist use "regular" users!!

Cheers and Happy Thanksgiving!

[SouthChicago]

Hello Betty0610 -

Thanks for your reply.  

I have not yet received any additional messages or instructions to fix this, so this is not yet a "Solution" ...

Thanks ...

[SouthChicago]

For anyone that might be following this Warranty Issue ...

Thanks to Jeff C (at HP Executive Escalations), the warranty for this printer has been adjusted and now correctly shows as "Warranty Active" for 12 months from the install date.

It took a while but eventually the problem was Fixed!

Thanks Jeff, Betty0610, and all that contributed to this series of posts.