Faulty Display of HP OMEN 16.1 inch gaming laptop

[Amitabh315]

Dear HP Support Team,

I am writing to formally escalate my support case (Ticket #[edited]) regarding a brand new HP OMEN 16.1" laptop (Invoice no - [edited]) I received yesterday, 23 July, which has a bright white spot on the right-hand side of the screen. This issue was present from the moment I powered on the device.

There are no signs of physical or liquid damage, and the defect appears to be a manufacturing fault in the display panel. I verified this by connecting the laptop to an external monitor, where the issue did not appear.

I am extremely disappointed to have been informed by a support center that this would be a chargeable repair. Given that the laptop is brand new and the defect was reported immediately, I believe this should be fully covered under warranty.

I kindly request that this case be reviewed urgently and that HP provide a resolution in line with its warranty terms and consumer rights. I expect either a repair or replacement at no cost.

Kind regards,
Amitabh Dubey

Perth, Australia

[VikramTheGreat]

Hi @Amitabh315,

Welcome to the HP Support Community.
 

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

Thank you for sharing the case details. I reviewed the information and noticed that you're requesting an Authorization Letter. I also see that the customer support team has already raised this request over the phone, and it's currently in process.
 

You've mentioned that if the team is unable to reach you by phone, they can connect with you via email. That’s noted.
 

At this point, I kindly ask you to allow 24 to 48 business hours (excluding weekends and public holidays) for the concerned team to get in touch with you, either by phone or email, with the necessary details and next steps.
 

We truly appreciate your patience, and we're here if you need any further assistance in the meantime.

Take care, and have an amazing day!
 

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Regards,

VikramTheGreat