Warranty Repair Issues

[Miles_]

Hi,

On the 7th August, my 3 month old Omen PC wouldn't boot up. It would power up but not start the booting process. After calling HP Technical Support and performing some troubleshooting, I was told I would need to have it collected for a warranty repair.

There was an error with my case, as my collection was processed incorrectly and it took a week for it to be collected.  I even followed up multiple times to check if everything was still going ahead.

Now 10 days later, my PC is with them but the details of my case are showing that the repair is now on hold, with no updated return date. (Due to component shortage). After reading about the similar awful experiences on here, i've been trying for days to get someone in charge who can explain the situation to me and help come to a quick resolution. Why is it so difficult to get put through to a Supervisor or Customer Relations Agent? I understand that repairs can take a while but why is there no clarity or communication? For a company that has £2 billion turnover, it's insane to think that they cannot do the basics in terms of customer service. If there are issues or delays all we ask for as customers is communication. 

Does anyone here have any advice? Or can help? I can see this taking months to resolve.

Thanks.

[Miles_]

For those interested, I did receive my desktop yesterday however upon inspection, the case had been bent and one of the feet has been cracked. I tried to boot it up however It wouldn't even turn on. I did all the basic troubleshooting however it still wouldn't power on. I presume it had been damaged during transit however it would need a serious knock to do so. The side panel doesn't close properly and you can see to marks suggesting it has been pried open with a flat head screwdriver.

I now have to wait for next week for it to be collected again and repaired, with the new estimated return date of 7th September ( a whole month from first reporting the initial problem). Why is it so hard to speak to someone about this? Surely it would be more cost effective for a new one to be sent out. I still can't believe how bad the service is and the lack of care. The paperwork sent back with the unit hasn't even been signed. Where is the QA process?

Does anyone have any ideas on what to do next? Or can help in anyway? Thanks.

[Irfan_06]

Hi @Miles_,

 
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to assist you.

I understand you are facing an issue with your Omen desktop which is being serviced by HP. Not to worry I will help you to resolve the issue.
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