My new OMEN 40L is having serious issues

[kjfd]

Hi,
I purchased an OMEN 40L in August 2023 so my PC is a few months old.
I used my PC until approximately 1 month ago without severe issues. I played with newly developed games on Ultra as a default setting without performance/GPU issues, but lately, my PC could not even play a 720p video on YouTube without constant lagging. I had severe issues with extremely laggy videos and even playing videos from an external hard drive was not functioning properly. Now the issue is even worse: after the PC was already sent to the Hungarian HP Repair Centre, they replaced the SSD in my PC, but did nothing else, even though the support agent who tested my PC with remote control, etc. said, that it is going to be a GPU issue after all too. If I want to play a game now, the graphics are horrible, I'm getting a white flickering and chromatic aberration-like effect when any movement is performed in the game (even camera movement).

I'm also extremely upset because it seems like the technicians were lying to me in the first repair documentation, for ex. they stated that they cleaned my PC, while it is just as dusty, as it was since I bought it because I never opened my device and never cleaned the inside on purpose (I didn't want to mess up anything in there). They also claimed that throughout testing was not possible since my PC was encrypted with a password. Fun fact: they said in their preparational email, that if I provided my password, they would be able to access it (obviously), so I taped my Windows PIN on the top of protective cardboard inside the box it was carried away in, and I even wrote on the top of the big box which one is the "entrance" to the PC (I followed the packing instructions as they were stated on the support paper). 

Now, after the repair center failed to repair my PC and didn't do proper testing + didn't clean my PC, I'm waiting for the second return/repair. I'm hoping somebody will be able to do their job. And the best part: the first agent forced me to bring my PC BY MYSELF to a UPS pickup point because he said HP is not providing shipment for the PC, while the second agent I talked with immediately organized a pickup for me via UPS. Interesting, so one time there is shipment provided, and one time there is nothing? I even told the agent I live in a village and there is no UPS pickup point nearby, I don't have a car, so I'm not able to just walk to the nearest center 45 kms with a 17kg heavy PC. All he could say was "I'm sorry for the situation". Well, this was not at all what I expected from HP. Extremely disappointing after using a Pavilion gaming laptop for 3 years without a single glitch.

[A_Gayathri]

Hi @kjfd,

Welcome to the HP Support Community

I understand your new OMEN 40L is having serious issues,  Not to worry I will help you to get a resolution to resolve the issue. 

I'm sorry to hear about the issues you're facing with your OMEN 40L and the frustration you've experienced with the repair process. It's certainly disappointing when a new system doesn't perform as expected, especially after going through the repair process without a resolution.

this needs one-on-one interaction hence I'm sending a private message to assist you with the next action.  
 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted. 

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