How can I get HP warranty repair???

Bizarro! My customer purchased an HP Pavilion notebook online on the HP website. Its about 4 months old and the LCD has failed.
She called HP and they said she had to mail it to them, along with 300 dollars!!!
So, I figured Staples is an authorized HP repair shop. At least as far as I recall I took one in for service a few years ago.
Well, Staples says they can't repair it and the customer has to send it to HP.

Questions:
Can it be legal to ask for 300 bucks just to send in a laptop under warranty to HP?

Am I missing something about how to get it fixed that someone could point out?

Do the Hewlett Packard employees come to work with a mask and a gun?

Thanks

 

Eh, factors come into play.

If she's under warranty, they shouldn't be charging her, UNLESS she damaged it herself and did not pick up the accidental warranty package (and told them it was her fault). Even then, that's a ridiculous price. Try another representative?

Standard warranty doesn't come with house call services, you pay extra for that, so she probably doesn't have a choice but to send it in if she wants HP to do it.

They say why they wanted the $300? it's only been 4 months, her laptop shouldn't be failing on her...