HP Omen 30L Desktop GT13-0000i (236B0AV)

[Will_Denners]

FORMAL COMPLAINT

I bought an Omen 30L on 04.03.2021 (Invoice 5609338)
HP Omen 30L Desktop GT13-0000i (236B0AV)
Product Number: 2P9R8EA#ABU

My complaint

HP Omen 30L Desktop GT13-0000i (236B0AV) not fit for purpose.

To illustrate what has happened and my experience with this HP Computer, I will start the story at point of purchase. I bought this model as it was the best high end spec gaming PC that met my needs on the HP website (£2,999.99!). I played a few games on it and then went back to my Xbox as I found that more convenient. The Omen then saw little use until August 2023, from then I've used it for work and study. Therefore, in my opinion, if I had used it every day since purchase, this computer probably would have failed within its warranty period, like many others I've read about online that failed early in its life. I thought a gaming PC would be a quality machine considering the possible workloads it would need to endure, especially a HP product! Considering I have hardly played games on it, I would confirm that it has had light use. I ask, how long is a HP Computer designed to last? And I quote from the web, "the lifespan of your gaming PC depends on the quality of the components".

I've suffered many CMOS checksum errors occurring at random (BIOS memory is corrupted, how does this happen!!!!) and odd software behaviour. One occasion it bricked me out completely. I've spent days, researching how to fix this. HP recovery systems were in place on backup drives, I had created USB HP rescue drives & BIOS recovery drives and a windows OS rescue USB drive. All this has been happening over the past year, getting worse and worse. I'm not a computer engineer, so this is extremely time consuming and frustrating with hours & hours of research. I reinstalled the system OS twice! All apps had to back in! Lost some files as could not access the inaccessible OS SSD, One Drive did not have time to upload on occasions. I've lost work and study time, massive disruption when I cannot work for days!!! Should I be continuously trying to fix your product!!! I ran the HP maintenance support software enough times checking hardware & system install. To no avail, still got CMOS checksum errors! No faults ever showed! Why is that!!!!???

All updates were carried out according to Microsoft update in settings and the update HP Assist update app for the HP software/drivers/BIOS that came preinstalled with the unit. The updates for the pre-installed HP software from HP were not working I discovered!! I had to get the latest HP support software from the HP website after researching available versions (HP Support Assistant & HP PC Hardware Diagnostics etc). And so on!! During my research for solutions for fixing the Omen 30L, I found numerous other people having similar problems. My final opinion now is this particular Computer has manufacture defects and was not fit for purpose. I will see what my rights are online.

A list of raised cases below as problems persist and become worse.

Date: 26/03/2024
Case Number [Personal Information Removed]– Created
Product Description: OMEN 30L Desktop GT13-0000i (236B0AV)
Product Number: 2P9R8EA
Serial Number: [Personal Information Removed]
Case Subject: No post issue 

Date: 21/03/2024
Case Number [Personal Information Removed]– Created
Product Description: OMEN 30L Desktop GT13-0000i (236B0AV)
Product Number: 2P9R8EA
Serial Number: [Personal Information Removed]
Case Subject: No post issue

Date: 02/11/2023 – Created
Case Number [Personal Information Removed]
Product Description: OMEN 30L Desktop GT13-0000i (236B0AV)
Product Number: 2P9R8EA
Serial Number: [Personal Information Removed]
Case Subject:  System crashing randomly and system is slow. 

Date: 31/10/2023 – Created
Case Number [Personal Information Removed]
Product Description: OMEN 30L Desktop GT13-0000i (236B0AV)
Product Number: 2P9R8EA
Serial Number: [Personal Information Removed]

Case Subject: Random switching off and rebooting, this computer has had light use and has not been touched inside. While working online, browsing, using Excel or word, it will just switch off!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! All HP tests using HPs testing software says no issues found.

After the final case raised the person on the phone said the PC must be repaired, she transferred me to the service department who, when finally answered, said the repair fee would be £500!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (this fee in my opinion is to get rid of you as there is no way you are going to pay this and HP don’t get the faulty goods back). So, the actual cost being £2,999.99 + £500 (repair fee) = £3,499.99 and its only 3yrs old with light use! Don't forget that I did not start using this Omen every day until August 2023. I estimate its total use before starting to fail would have been before warranty end. Hardly any games played on it, so virtually no stress on components.

This whole episode is not just unacceptable from a company the size of HP, but, an appalling advert for HP service & reputation as a Brand. Clearly NOT a quality product.

The latest is that my Omen 30L will not start at all now, regardless of what I do!

Light use, light use, light use. Why am I repeating light use? Because its had light use! If I had hammered this device with gaming every day then I would except to have worn it out and there would be no cause for complaint. The fact that many other people have had issues with this particular model, you would think special exemption would be made! I, repeat, faulty manufacture.

I'm guessing my reply will be just as disappointing as the Omen 30L (if I get one, Consumer Duty Regulations or not).

Where do I file a complaint????

NB: Here is an example of quality. I bought an Apple Mac Pro 1,1 in 2006 brand new, it’s had a replacement Graphics card, that’s it. Nothing else has failed on it. I still use it today. Yes, its 18years old!

Massively disappointed with HP

Will

[A_Gayathri]

HI@Will_Denners ,

I am sorry to hear!

Thank you for providing me with the information, I have escalated your issue to HP’s Support Team in your region. They will review and check for possible options available, if any, to resolve your issue.  You should be contacted within 2-4 business days (this does not include weekends or holidays).  Response times may vary by region. 

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!