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- Gaming HP Omen: Incorrect notebook screen? (120Hz instead 14...
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07-17-2019 10:45 AM
Yesterday I bought a laptop HP Omen, the data sheet says it's supossed to have a 144 Hz screen, but it has a 120 Hz screen ... How is it possible?
Thx in advance.
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07-22-2019 10:09 AM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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I work on behalf of HP
07-17-2019 12:53 PM
Hello @bcaoo
Could you please provide the model information of the notebook? More specifically the model (Ex: 15-dc015gb) and/or Product Number (Ex: 7PL67PA)?
Also where is it showing 120Hz for you? Have you attempted any troubleshooting?
Make it easier for others to find solutions, by marking my answer “Accept as Solution” if it solves your problem.
07-22-2019 03:18 AM
Hello, thx for your interest and support, and sorry for my delay (I've been some days out).
The 120Hz data appears on the outside frame of the screen, with a sticker over the bottom left of the screen frame:
As I thought it could be a "sticker mistake", I looked into the notebook control panel, and it says the screen is 120Hz too (not 144Hz).
I've tried to post the product number while I wrote my first question, but the system didn't let me post the message.
The product number (seen at the HP app installed on the notebook) is 4AR09EA#ABE.
I bought an HP 17an105ns, and it's supossed to have a 144Hz screen.
The rest of features (i7-8750H, GTX1070, 32GB RAM, 512SSD, 1TB HDD) seems to be right.
Thanks again and sorry for my (poor) english.
07-22-2019 09:43 AM - edited 07-22-2019 09:47 AM
Hello @bcaoo
Futureperfect might not be able to answer right this minute, but Ill offer what I found in the mean time.
Seems HP made a mistake in the specs. The specs page for that model does show 144Hz as the panel, but digging deeper into the HP database, it shows that model only came with the 120Hz panel. Both the GTX 1060/1070 could have either panel installed with their systems.
Your actual specs...
I will ask if an HP Rep can contact you about options that HP can offer, or if you are within your window of returning it for a refund, you can that also.
Let me know what you want to do.
07-22-2019 10:09 AM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.
I work on behalf of HP
07-23-2019 06:39 AM
@Photoray002 @kevin-t Thanks for the backup. 🤠
@bcaoo Apologize for the inconvenience and hope you are able to get a resolution ASAP.
Make it easier for others to find solutions, by marking my answer “Accept as Solution” if it solves your problem.
08-16-2019 06:18 AM
Just wanna say they contacted me and the solution was satisfactory. Thank you all (@Futureperfect, @Photoray002 @kevin-t @TrinitySoMe, @MichaleSoMe and all the support and quality teams from Spain). I am very grateful for all the attention given. As a customer I can only add that the treatment and care have been great.