Business Notebooks

Essentially, made our first business purchase through the HP-Store ‘direct’ {for an HP ZBook Fury G10}. Included in that order was an upgraded warranty:

> “HP 3 year Active Care Next Bus Day Resp Onsite w/Accidental Damage Protection NB HW Supp”

When checking the HP-Store web-status for the order, I have two items listed as delivered – the HP ZBook Fury 16 G10, and the Care-Pack.  The Fury G10 is in my possession, the Care-Pack is not.  On the Care-Pack’s status, the order page notes that this was delivered electronically by email to the address the order was placed on. That email is nowhere to be found. {as in I’ve checked in my inbox, junk folder, and on our mail-server’s side}

I’ve received in total four emails from the ‘HP.com Store’.  Those are: the order confirmation {6th}, shipment confirmation {8th}, delivery confirmation{9th}, follow-up survey {17th, today}. Additionally, one email on the 9th per product activation from ‘HP’ {after powering up the device for the first time}.

On reading on the forums, it sounds like some people receive a Care-Pack Registration Card packaged with the product which contains further instructions – I did not.

... Anyway, according to the Care-Pack FAQ “https://www.hp.com/us-en/shop/cv/carepackfaq” – it sounds like I shouldn’t have to do anything. However, it also sounds like I should have received an email, and that the product’s warranty should be active.

Since the Care-Pack is not registered {as shown when checking on warranty status online}:

-- Tried calling HP Support for the ZBook, and was forwarded to HP Business Support -- who then suggested that I try calling "Care Pack Services" {844 385-2353} -- this was closed on the weekend. On Monday, phoned Care Pack Services, yet could not get ahold of an agent. Eventually the automated phone system directs me to leave a name and number for callback ... yet the mailbox associated with this number is "full" ..... {e.g, cannot leave a number for callback} Tried calling a few times and waiting in queue {since I can't leave a message} to no success.

-- Tried "HP Care Pack Registration” from the HP consumer portal, yet received no confirmation or indication that this went anywhere. {this makes sense given the response I got from the consumer department by phone later--}

-- Attempted to call the HP-Store, and this time was directed to a number for "consumer" Care-Pack Registration {[content removed]}. While the call went through and I reached a human quickly, they informed me that they're unable to help with business products. It was suggested that I try writing to srg@hp.com with hopes of finding someone who can assist with the workstation's Care-Pack registration. ← This was on the 15th.

It may be the case that I’m being too impatient here, yet I don’t know what the expected timeframe is for warranty activation {first time dealing with HP on the Business side}.  I have no idea if there's an email that should've been sent requesting additional details, or if the warranty should've already been delivered -- yet the order status and faq leads me to believe that something is wrong / that I should be following up.

I confirmed by phone today (in calling Business Support), that the notebook only shows as carrying a 1yr standard Factory Warranty.  Not entirely sure who to contact or where to direct inquiries on this, so apologies on that in advance.

Any help would be appreciated here.

Thanks,

-Justin