Taking components out of pc invalidates warranty???

[Mork5]

I would like to formally complain about the terrible service I received from the repair for my HP omen X 900 pc.

I had to choose a category for this problem, only options are bios, ran, ram and audio??

So unless I select one of these issues you won't accept my query - honestly what a bunch of coyboys

I explained to hp customer service that my pc was not working and that it was not my CPU, GPU, ram or storage that was at fault as I tested this in a secondary pc and it was fine.

The problem was either the motherboard (most likely) or the PSU.

I then sent my omen pc in for repair and as I needed a working machine while this pc was being repaired I removed the CPU, GPU, ram and storage drive.

After a couple of weeks I get told the machine is repaired and I will receive it on 24th June.

I did not get it on 24th June, I called hp customer service the following week and was told the repair had not taken place as the pc was delivered with some damage to it. This was caused by courier not packing the pc up properly.

Hp then told me they will fix the damage caused and fix my pc.

I then get a call from hp saying as I removed the CPU, GPU, ram and storage I have invalidated the warranty and therefore my pc will not be repaired.

This is ridiculous, it's an upgradable machine, you advertise it as such and have YouTube videos showing how to replace the various parts but now that I removed some parts you are refusing to repair my machine.

I am extremely disappointed in the level of service I have received and the various lies your team have provided me, the machine was physically damaged by DPD, you seems to have repaired that but totally ignored the fact that I reported a non functional motherboard or psu?

There was no need to keep all the other components in the machine as I needed a working pc while you fixed this one - i made it clear that the motherboard was most likely at fault here so why did you not just repair my motherboard then?

If this is indeed the type of service I receive from your products then I will not be buying hp branded products in the future. I am an owner of a 65 inch omen X emperium monitor, omen X keyboard, omen X mindframe headphones and omen mouse and rechargeable mouse pad but based on my experience with your business for repair work will not be promoting any of your hardware on my YouTube channel and will make public my terrible repair experience with your company due to some lazy engineer who could not be bothered to source a CPU, GPU, some ram and a storage drive to see what was wrong with the motherboard or PSU on my omen pc.

I would like to also know where exactly it says I cannot remove components after I have reported the motherboard/psu as not working but the other components as working? Why was this detail not mentioned by your customer service team when booking in the pc for repair when I mentioned I took several components out, tested them and they were fine. Honestly it has taken HP just over a month to take my pc away, damage it in transit and then return it back to me - making very clear on the note inside the package that it has not been repaired as I removed some components.

I will be considering legal action based on the reply back I get from you about where you have made it clear to me before hand that I am not allowed to take working components out of an upgradable pc.

I would like to formally complain about your warranty process and why you are using a loophole which is not even made clear to begin with to refuse repair work on my omen X 900 pc.

Terrible service from a company who openly promotes this pc as being 'upgradable' but the moment you do, the warranty is invalidated??

What a joke hp.

[Dragon-Fur]

@Mork5 

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[Mork5]

What an absolute joke - totally useless, customer service from a team of people who are clueless about computers - they tell me the reason they refused repair on my omen X 900 pc is because they NEED THE EXACT SAME COMPONENTS to replicate the problem with the machine!!!

Never mind the fact that I made it clear that there are at least 5 different CPUs, 20 different GPUs, any DDR4 ram and countless pcie 3.0 NVMe/ countless SATA 2/3 ssd or hard drives this machine could easily accept but no, the customer service person believes they MUST have the exact same components to repair the machine!!

I made it extremely clear in the initial stages that my CPU, GPU, ram and storage drive was perfectly working as I tested this in a secondary machine but NO - they totally ignored the fact that I said it's the motherboard OR PSU at fault and they refused to even look at my motherboard or psu because they are a lazy useless bunch of people who have no idea on computer related issues!

I am probably one of the last owners of a x299 Hamburg motherboard on this omen X 900 unit which is impossible to replace as it's literally sold out/ not being manufactured anymore. The more likely cause of why the engineers made up a excuse that they could not repair my motherboard is because it cannot be replaced and poor old HP would have had to spend some money and resources to solve this issue!

I am going to sell all my rubbish HP omen X hardware and buy from a true trusted brand like ASUS/MSI/GIGABYTE- warning people - don't buy from HP - utter useless business employing staff who know nothing about computers, common sense or good customer service principles. 

*bleep*

[Mork5]

Ops manager - I want to speak to someone with authority and common sense - not some  member of staff who knows nothing about computers or the fact that I said no one said I cannot remove these components at the initial point of enquiry.

I want proof that I cannot take components out that I said did not contribute to the failure of My pc as I only and I say only reported the motherboard or PSU as failing not the other components!!!

Why is no one interested in why I was told  my pc would was fixed and will be returned on 24th June? That my pc was damaged my DPD upon delivery and that it was left sitting in a warehouse totally ignored? That I was told my pc was now fixed and coming back to me AND THEN BEING TOLD NO ONE HAS TOUCHED MY MACHINE UNTIL I ACCEPT I DAMADED MY PC? ONLY AFTER I DEMANDED YOU FIX MY PC FOR HAVING MADE ALL COLLECTION ARRANGEMENTS WITH DPD DID YOU SAY YOU WILL FIX IT ONLY TO BE TOLD THE NEXT DAY (NOW A MONTH LATER?) THAT AS I REMOVED SOME COMPONENTS YOU WILL NOT REPAIR IT? I DID NOT AS FOR ANY REPAIR ACTION ON MY CPU,GPU,RAM AND STORAGE - I ONLY ASKED FOR REPAIR WORK ON MY MOTHERBOAD/PSU!!

[Mork5]

Received the official reply from hp today;

We are sending this email regarding your open case: xxxxxxxx

As mentioned during our conversation, defective units need to be sent in with their original configuration. This means all components need to be in the unit (original CPU, original GPU, original RAM configuration, original storage configuration (SSD/HDD), original power supply, etc)

Since the unit was sent in with only a motherboard inside the chassis, we are unable to proceed with the repair.

If you wish to read more about the terms and conditions which mention this, please visit the following link: https://www.hp.com/uk-en/privacy/limited_warranty.html

If you wish to have the unit serviced, please place the original components into the unit and contact us either by replying to this email or calling us on *bleep*

Our helpline is open from Monday to Friday, from 8AM until 6 PM.

Kind regards, 

HP Customer Support

[Mork5]

So today I decided to independently test the motherboard and PSU to find out what exactly the problem is. If the motherboard is faulty then this is the biggest of the two issues as this x299 Hamburg motherboard is literally impossible to replace on the market. Yes I can get another MATX motherboard but then the pc no longer becomes unique in being an original omen X 900 machine.

After a few hours of stripping the machine and testing etc I found out the PSU was faulty and the motherboard was perfectly fine.

So a total strip down of the machine to remove the faulty PSU and replace it with a good quality EVGA supernova power supply later - AND I HAVE A FULLY FUNCTIONAL OMEN X 900 !!! - THANKS HP FOR DOING ABSOLUTELY NOTHING! - IN THE END I DID NOT NEED YOUR SERVICES ANYWAY! - TIME TO SELL UP AND MOVE TO ASUS NOW.

[Mork5]

I asked hp if they wish to redeem themselves that they should repair my faulty PSU or replace it, here is what they said:

Thank you for replying to our email. 

As mentioned in the previous email we sent, we would be more than happy to assist in getting the issue resolved, and for that we would need to send the unit in for repair - and that is the full unit, with original configuration so the HP authorized center can test the device in order to get to the conclusion that a certain component needs to be replaced. We understand that you are a computer expert and you would be perfectly capable of replacing the faulty part yourself, but we are bound by the terms and conditions of your warranty as much as you are, and since the power supply, which according to you is the faulty component, is not part of the Customer Replaceable Parts is not available for us to order and ship to your address. 

If you want us to assist in resolving the issue, make sure all the components are inside the unit along with the faulty power source, and fell free to reply to our email confirming the address you want us to collect and deliver the unit to, or give a call back to the technical support so they can place the order for you.

Kind regards, 

HP Customer Support

I GIVE UP ! ......