How many repair attempts until a Refund?

[Mattkvdb]

Hi all,

Question: How may attempts to repair my HP Omen which cost me circa £2k, before HP offer a refund or complete replacement?

Story Timeline:

Issues started just after 1 year of ownership.

Still only 2 Years into the 3 Year Extended Care Package.

3 short beeps and 3 long beeps on startup - intermittent issue.

Reseated RAM and GPU.

Updated BIOS and reinstalled Windows.

I have been through 3 "troubleshooting" calls with the HP support team.

Desktop has also gone in for repair to HP and come back "all passed" and they apparently replaced the GPU, but issue started again 2 days later.

Booked in for pickup again this week for another attempt at a repair.

Thanks for any advice or experience with this!

[Dragon-Fur]

@Mattkvdb 

Welcome to the HP English Community --

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@Mattkvdb wrote:

Hi all,

Question: How may attempts to repair my HP Omen which cost me circa £2k, before HP offer a refund or complete replacement?

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Answer

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[Bill_To]

Greetings @Mattkvdb 

Welcome back to the Forum.

The intermittent 3:3 startup error code does indicate a possible graphics card problem. So, replacing the graphics card would be an obvious troubleshooting step.

My guess is the HP Tech did not adequately test the PC, post GPU replacement, to verify the fix. And intermittent errors are very hard to diagnose because they are intermittent.

PC's are complex beasts. An intermittent power delivery problem to the graphics card could also cause this symptom.

Hopefully HP looks at replacing the power supply and/or the MB this time. The MB could have an intermittent PCIe x16  slot problem or it could be a MB wiring (trace) problem. So the MB may not always be sending clean power to the graphics card. 

HP factory service should test the PC to verify stability before shipping the PC back to you.

Opinions or troubleshooting suggestions in this response are provided independently. I am not employed by: HP, Inc. or the HP Forum.

Regards

[Raj2111]

Hi @Mattkvdb 

Welcome to the HP support community.

I understand that you are facing an issue with your HP device and you want refund, I am glad to assist you today.

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you..

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

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Raj-HP Support

[Mattkvdb]

Thanks for your response, really appreciated. Yeah I totally understand intermittent faults are difficult to diagnose however they are the experts and should be doing all that you have mentioned - which they should hopefully do this time but there is no way to make sure of that.

Have a good one!