File a complaint regarding repeated HP Omen issues and pack of appropriate resolution provided

[GerardSSS]

I purchased this Omen laptop (advertised as top of the line with high quality parts) from HP at a very premium price, expecting a reliable and high-performance device. Unfortunately, this has not been the case. I have encountered multiple major issues with the laptop along with reoccurring touchpad issues and random restarts which has become quite unnerving, especially since the warranty is about to expire in just three months.

The first major issue I faced was just a few months ago (August) wherein the laptop straight up wouldn't turn on, specified by HP representatives to be a no power problem caused by a faulty motherboard. Fortunately, the issue was resolved by an HP technician who replaced the motherboard under warranty (a costly enterprise had it no warranty).

However, yet again after 4 months (13th December), the replacement motherboard has failed as well (coincidence?)

Moreover, the brand new replacement motherboard brought by the service technician for home service has also turned out to be faulty. 

Escalating this issue with the HP team has turned out to be futile as well. I have the case ID.

The HP representative assigned to my case literally said that HP cannot guarantee the quality of it's products and an electric item can fail. (Recorded call and in mail)

But multiple times? That too in while in warranty and close to its end? Seems like planned obsolescence.

Furthermore, when I ask to speak to a higher level of management or lead me to a grievance portal of HP, she says that they're the end of the line service for me and a replacement of the motherboard is the final resolution they will provide.

I also need to mention the inconsistent and delayed updates provided by her end and the service team who've taken my laptop (I've been personally corresponding), has been highly contradictory. They've literally given me different versions of the problem with my laptop with varying timelines.

I have this all documented on mail and call recordings.

[Irwin6]

Hi @GerardSSS,

Welcome to HP Support Community.

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

I see that you are facing an ongoing hardware issue with your Laptop. 

To assist you further in escalating your concern, please get back to me with the details.

I have sent you a private message to get this information. Please reply to this in a private message.

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Take care and have a great day ahead!

Irwin6

HP Support