Keyboard Replacement Nightmare – HP OMNIDESK Desktop

[Be_Kind]

I purchased an HP OMNIDESK Desktop, and the keyboard has been malfunctioning since day one. I contacted HP support, and the experience was exhausting. The rep kept asking for basic info—model number, memory, RAM—and every time I answered, I’d get a “Please allow me 2–3 minutes” message. But five minutes would pass with no reply, and I’d have to nudge her to continue. Worse, she kept asking for the same details over and over, as if I hadn’t already provided them. At one point, she even suggested a video call. For a keyboard issue. That was beyond frustrating.

Eventually, the case was escalated, and I made it very clear how disappointed I was. This was a simple issue, yet it turned into a drawn-out hassle and a complete waste of time. After two hours of chat and phone calls, and five days of waiting, HP finally shipped the replacement—only to send me the exact same keyboard I already own. No upgrade. No acknowledgment of the inconvenience.

I’ve been a loyal HP customer for years, but this experience made one thing painfully clear: customer service matters more to me than brand loyalty. HP just lost a customer for life.

[BongChaGomez]

Hello @Be_Kind ,

Welcome to HP Support Community. Hope you are doing well!

Firstly, I sincerely appreciate you taking the time to share your experience and for expressing your frustration calmly as a loyal HP customer. 

Your feedback is important. I have carefully reviewed your message line by line, and I truly understand how disappointing this experience must have been for you and what was missing from our end as a customer support.

That’s a very frustrating experience, especially for a brand-new system. A keyboard issue should have been a simple replacement, not hours of repeated questions, long response gaps, or escalation. And asking for a video call over a keyboard issue could have definitely been avoided on our end. 

As an HP representative, I would like to sincerely apologize you for the experience that you had and I agree that the case should have been handled with greater care and efficiency by our support team. I also understand your disappointment in receiving a replacement keyboard of the same model without any acknowledgment or apology for the inconvenience caused. This, too, could have been managed much better, and I am sorry that we let you down once again.

Your feedback is valuable, We are doing everything to educate our representative on how to handle each and every customer with much care and efficiency. We are here to serve our customers and if you could help me with a case number or any intercation id that you have received for the conversation you had with our representative, we would like to go back and see what we missed on our end and how we can avoid this in future not only for you but for all our customers.

We are really delighted to hear when you say you are a loyal customer of HP and yes you are and we value you more. We hear you, we heard you and we understand where our service did not meet your expectations, and we acknowledge the areas that require improvement. Your experience is important to us, and we are committed to taking the necessary steps to enhance our support moving forward.

Have a great day ahead!