HELP: HP unable to repair my OMEN since August 2024. No solution.

[mattb419]

HP failed to repair my PC since August 2024. NA Consumer Escalations offered a replacement from 4090 Graphics card down to a 4070 Ti. I declined the offer and asked for an equivalent replacement, but they have gone silent on me.

I'm extremely frustrated at HP. I genuinely feel like I've been scammed. Is there anyone who could help me escalate this or even report this incident to the local, state, or federal entities? My warranty has 3 months left and I had the Power Kernel shutdown problem since I bought the product in August 2024. I sent the product in three times for repair already and they always failed to fix my PC from shutting down randomly with the Power Kernel issue.

HP is dancing around the issue and I feel like they will continue to do this until my warranty runs out.

[Bill_To]

Greetings @mattb419 

Welcome back to the Forum.

Sorry to see you are having a HP PC problem since purchase.

I would tend to think the PC has a hardware problem as you have returned the PC to HP for warranty service three times.

A HP Forum agent (HP Support Agent or a HP Moderator) might be able to escalate your issue. I can't help you in this regard.

What is the specific error you see when Windows locks up. Is the PC doing a bluescreen or are you checking Windows Event Viewer?

I can't find a Power Kernel Shutdown error but this Microsoft site lists an UNEXPECTED_KERNEL_MODE_TRAP which is generally a hardware problem. However this error may also be caused by a faulty device driver.

I would guess HP has reinstalled the HP factory image three times when doing warranty repairs so I would tend to think your PC has a hardware problem. Reinstalling the factory OS image should fix a driver problem.

Plus you have an Intel CPU. Have you checked the CPU for degradation issues? Check this Site for details.

I would have a local PC Tech take a look, if I were in your situation, since you can't get a resolution from HP.

Regards