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nursedon
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return and exchange or refund no graphics output. returned within 3 days of receiving.

HP Recommended
omen 25l
Microsoft Windows 10 (64-bit)

I just received on Dec 31,2020 an omen 25l which was ordered from hp online store on Nov 26 2020.  custom spec d with ryzen 5/3600, gtx 1660 super, 556 ssd, 2tb hard drive, 16gb ram.  Came well packaged except that the inside of computer had no packing and the graphics card had no screw and hanging loosely.  I reinstalled correctly and replaced the screw with one I got at the computer store. no screw was found in case.  hooked up a monitor which works with other computer and no output, hooked up smart tv with computer signal. 

Called customer support and hp sales.  I was told to return.  returned Monday 1/4/2021 via fed ex.  I was offered a substitute computer a 30l with slightly better components but sales said that they needed approval first.  I was told that they would call me back within 48 hours.  No call yet.  I am thinking about cancelling orders and asking for a refund.  I also have an hp omen 27 inch monitor ordered on same day Nov 26 which has not been built yet.  I was told that if 30l is ordered it has to be built yet.  What should I do.  I really wasn't expecting such a hassle.

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The_Fossette
HP Support Agent
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@nursedon

 

Welcome to the HP Support Community. 

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community.

The_Fossette
I am an HP Employee

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nursedon
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It looks like the computer will be delivered tomorrow to the Tennessee return center.  After that I anticipate them contacting me.  I received an email yesterday stating that my monitor order was cancelled and money reimbursed. I haven't seen this on my bank statement yet. 

The same day that I wrote this post I got a do not reply email regarding the computer.  Stated that they were looking into ticket complaint and would contact me within 5 days regarding refund or substitute with a reply needed by me. It also stated that contacting people in sales or customer service would not help because they would not know what is going on.  Sounds like I better wait before I get you involved.  Thanks Don

 

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