I just bought my laptop and an Office 2016 key was bundled with the laptop. I found the sticker with the key in the bottom of the box. It was not pre-installed so I started the process of registering the key with my email. When I tried it told me it was already registered to firstname.lastname@example.org. When I contacted HP support they said they could not help unless I paid for their software support, or contact Microsoft. Microsoft support was no help and I am not paying to recover the code that I bought. I thought that maybe I could get help here before I start the process of returning the laptop, and going with a laptop company that would sell me a software key that has not already been used by someone.
This happen to me also software registered to email@example.com. Microsft told me HP redeems the code on behalf of the customer and I need to get the Microsoft Account and password associated with the subscription. I also spent 3 hours on hold getting transfered 4 times to be told I needed to purchase their software support. As far as I know there is nothing wrong with any of the items laptop or software just they gave me a product key someone at HP already associated with an account.