Getting support for my Omnibook has been a nightmare

[macb2001]

I purchased an HP OmniBook X Flip 14 at the very end of July 2025 during HP’s back-to-school sale. One of the major selling points for me was the 3-year warranty coverage, which according to my HP Support page includes Warranty Hardware Maintenance Off-Site, HWM Offsite, and HP Support for Initial Setup. My understanding at the time of purchase was that this coverage should address essentially any hardware issues, including accidental damage.

From the first day I received the laptop, I noticed minor screen bleeding around the edges. Initially, it wasn’t severe, and I understood that some level of backlight bleed can occur with LCD displays. However, over the following months, the issue noticeably worsened. There are now multiple zones around the edge of the display with significant and visible light bleed, even when the screen is not displaying particularly dark content. This is the primary issue that has led me to seek warranty service, as I find this level of defect unacceptable given the price of the device.

In addition to the display issue, I have experienced a recurring boot error approximately five times since owning the laptop. During startup, the system will sometimes interrupt the boot process with a message stating “The CMOS Checksum is invalid,” explaining that the BIOS configuration must be reset. After this reset, the system frequently fails to select the correct primary boot device, leaving the laptop unable to boot until I manually enter the BIOS and correct the boot order. This is another concerning and unacceptable issue for what is still a relatively new computer.

I have also encountered another startup interruption on a few occasions involving what appears to be a memory check or maintenance process that the system insists on performing. While this does not seem to cause lasting issues and is resolved with a reboot, I am unsure whether this behavior is normal and it further contributes to my concern about the overall reliability of the device.

Due to these issues, I attempted to contact HP Support to take advantage of my warranty. My initial attempts were made in August and again in October, both well within the 100-day return period that was offered as part of the promotion at the time of purchase. Unfortunately, my experience with HP Support—particularly in Canada—has been extremely frustrating.

Support availability appears to be very limited, with agents unavailable on weekends or after 8:00 p.m. EST. This makes it especially difficult for customers in western Canada who work standard business hours. Additionally, I repeatedly struggled to reach the correct department. On multiple occasions, I was given different phone numbers or transferred between departments, only to be told that the agent could not assist me. The reasons varied: sometimes the agent was U.S.-based and unable to support Canadian customers, while other times they simply did not handle the type of issue I was calling about.

Eventually, I was transferred to a dedicated OmniBook support team, but even that experience was disappointing. The agent indicated they had very limited capabilities and were unable to meaningfully assist with my issues. Throughout all of this, phone wait times were extremely long—often over an hour per call—particularly when trying to reach the OmniBook team, which was especially surprising.

While I was still within the 100-day return window, I would have seriously considered either upgrading to the OLED model to avoid future screen bleed issues or at least receiving a replacement unit. In hindsight, I would have returned the laptop entirely for a refund. Although I am now outside of the return period, given the warranty coverage I purchased, I do not see why HP should not be required to service my laptop to a satisfactory condition—especially considering the severity of the display issue alone.

This entire process has been exhausting and ultimately led me to give up out of frustration and simply live with the device as-is. However, the issues have continued and, in some cases, worsened. I now find myself increasingly frustrated with a laptop I am unhappy with, while feeling completely helpless in terms of accessing the support I paid for.

After this experience, I deeply regret purchasing an HP device—and especially purchasing directly from HP—given that “support” was one of the primary factors that influenced my decision.

[Jerry_57]

Hi @macb2001,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

It seems like you're facing issues with the support for your HP OmniBook X Flip 14, specifically regarding warranty coverage and service. Based on the details provided, it seems you purchased a 3-year warranty that includes off-site hardware maintenance and support for initial setup.

Please help us with the Product serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

Find product and serial numbers for HP PCs, printers, and accessories | undefined

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

Jerry_57

HP Support

[macb2001 · Accepted solution]

For anyone that read this and is curious about a follow-up and HP's support in general, this is how things went after "Jerry_57" commented below offering support:
I did as they said and sent a private message that had my device's serial number. 
After verifying that I indeed did have the warranty described, they then wanted me to send pictures of the issues to verify them.
I then sent very clear photos that showed not only the CMOS error but the obvious, severe screen bleeding on my display.
They then responded with a suggestion on how to possibly fix the CMOS error (which didn't/wouldn't help the issue), with no mention at all about the screen issue.
This message came as a separate private message and concluded with wanting me to accept the solution and provide feedback as if he had successfully solved my issues and offered satisfactory support.
I then responded and said that my primary concern is with the display and would like that to be focused on, to which I did not get a reply until I sent a second message re-iterating that I had not been helped satisfactorily and that my issues still existed.
They then responded to say that unfortunately they can't help me with that issue or any further and to instead contact the phone line support. 
All of this communication was frustratingly slow as I would only get one respond per day and after responding would have to wait until the next day to receive anything.
TLDR: As expected, even after getting in direct contact with an HP agent, they did the same deflect/dismiss tactic and didn't want to touch on the issue with my screen and once again, passed me off to a different support channel.
After I was dismissed by Jerry_57, I actually ended up directly messaging HP on Facebook (not expecting a response), but was replied to by a support agent surprisingly.
I then relayed all of this (and my original post's) information to the agent.
The agent, although replying much quicker, seemed to also be almost purposefully unhelpful and hard to correspond with as they repeatedly wanted information that I had already given to them, immediately only wanted to help with the CMOS issue and not the display defect, gave me unhelpful and incorrect troubleshooting suggestions, and kept wanting more and more evidence of the screen issue although I had already given substantial proof.
I eventually had to be firm in saying that I believe I had already given more than enough evidence of the issue and that I wouldn't be performing anymore unrelated, unhelpful troubleshooting they requested and demanded for my warranty process to begin its process. 
After this, they finally did so and gathered my information to have my laptop be sent away for repair. 
I then tried to ask more in regard to what my other options are such as a full refund (since at this point I don't even want to deal with HP anymore) or a model upgrade (to get an OLED screen version so I don't deal with screen bleeding in the future), but they couldn't help with any of that and once again, directed me to the phone line for further assistance.
Although I was finally able to take advantage of the warranty/support I paid for, as you can tell, this whole experience has been painfully frustrating and just completely unacceptable. As I've said before, given all of this, I regret my purchase of a device from HP and at this point don't want to deal with them anymore or purchase another product of theirs in the future.

[Jerry_57]

Hi @macb2001,

Welcome to the HP support community.

I am sorry for the ongoing issue.

We apologise for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

Unfortunately, there are no further actions we can take through this channel. 

As you have connected with the support team, we request that you share the serial number of the laptop in a private message so that we can check if the laptop is under warranty and what the further support options are.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

Jerry_57

HP Support