PC locks up, repaired by HP three times, now unable to reach HP

[TimTurnip]

Bought an Omen Desktop last year, and it’s been freezing/locking up since. After anywhere between ten minutes and a couple of hours, it will just lock and require a hard shutdown to come back.

It’s been back to HP for repair three times, had motherboard and graphics card replaced (allegedly), and is still locking up. Literally taken this thing to FedEx three different times. 

My case has been with a Consumer Escalations Case Manager for several months now, because I’ve been requesting either a new machine or a credit.

But since the PC was last returned to me (two weeks ago), they’ve stopped responding to me. Calls go directly to voicemail, and they won’t respond to emails. I have up after an hour waiting to speak with someone on the  general support number this morning.

And despite assurances from my case manager that my factory warranty was being extended because the machine has been constantly failing, my warranty is showing as expired on the website…so I’m not even able to submit a new ticket. 

Anyone have any suggestions on what to try next? I’ve come to the forums because I don’t know what else to try. Note: I posted most of this as a reply to a person who’s having a similar issue elsewhere here. 

[Bill_To]

HI @TimTurnip 

Maybe @Raj_05 will make contact with you.

I don't work for HP so I can't assist with the warranty issue.

Your PC seems to have a different component problem if HP Factory Service replaced the MB and the graphics card. A flakey power supply can cause this symptom in addition to any other component or peripheral connected to the MB/PC.

Buggy or old drivers could cause this symptom. High component temps usually cause the PC to shutdown but I would check temps while you're using the PC. Download and run HWiNFO portable while you are using the PC.

Have you checked Windows Event Viewer for errors after restarting the frozen PC?

I'm guessing HP reinstalled the operating system after replacing components. Is this true? If yes, this should eliminate an operating system problem.

Have you tried using HP hardware diagnostics?

Check your PC's hardware using HP Diagnostics as follows:

Start the PC. Repeatedly tap the "ESC" key.

Select "F2". Run system and component tests to confirm: a drive problem, a memory problem, or other component problem. Run extensive tests.

Regards

[TimTurnip]

Thanks, @Bill_To. 

They reinstalled OS each time, updated drivers, etc.

The hardware diagnostic tool doesn’t turn anything up whatsoever. This last round, they said they ran a bench test…which I assumed led them to swap the graphics card. Alas. 

Power supply is a good suggestion - especially since there’s not much  left at this point. Thanks for your thoughts. 

[Bill_To]

HI @TimTurnip 

My pleasure.

Maybe Alden4 can help with the warranty problem.

A local PC Tech should be able to isolate the faulty component.

Does the PC freeze while running extensive hardware tests outside of the operating system?

Have you run Windows Memory Diagnostics?

Regards