HP OMEN 17 Inch - Track Pad not working and neither are the support team

[NewUser00008]

Hello there,

I am writing on here because I have reached absolute breaking point with HP’s “Technical Support” Team in relation to a new Omen 17 inch Laptop which I purchased a few months ago.

Despite my issue having a seemingly very simple solution, its quite difficult to know where to begin with this all as it has been dragged out and convoluted for months now but I will try to outline what my issue is and my experience in trying to deal with any of it.

I have 2 main faults I need to correct currently, summarised as:-

- The trackpad touch gestures not functioning correctly

- The curser skips randomly when typing and begins typing on other random words

I first noticed that the touch pad does not function correctly. This was initially noticeable when I tried to use Microsoft Edge. When moving the curser along tabs, occasionally it seems unable to distinguish between a touch and a click and hold, so it will randomly drag tabs when you tap on one in the browser.

When I try to use the machine with Adobe Illustrator or Adobe Photoshop the trackpad does not work well at all. This is not because it lacks the functionality the gestures just work terribly. The panning movement appears to be locked horizontally and vertically rather than a 360 degree level of control which I had on my previous laptop, this movement is extremely jerky and not how it should be. Photoshop zooms in and out but is unable to pan at all. The trackpad in general just seems extremely cheap and clunky when using it for any application, I have used far better trackpads on £300 notebooks than this top end machine.

I contacted the tech support team about the issue and this is where the ridiculousness begins. To cut a long story short, they have used blatant avoidance tactics and have lying the entire process which has been going on for months now.

I must have called them in excess of 15 times now. There are a  few tactics which they love to do.

1) You get into a conversation with an agent who will inform you once digging into the problem that they are now too busy and will call you back in 15 minutes but then they don’t call you.

2) When you do get back in contact with them they say that they dont know what the issue is. They often then say they will call you back but then of course they dont and so you end up in a constant loop of- You trying to resolve the issue and them playing dumb.

3) They will make various promises while on the phone but then completely neglect to do any of it, it got to the point where I had to ask them to send emails while I was on the phone as I knew they would not follow through otherwise.

My last point of communication on the phone with the team concluded with me asking them to please send me an email with a contact for someone who is from a separate department and that is all I now want from them, the agent told me yes she would send an email my way with a contact. I waited for this to come through and no email was sent.

I have sent multiple videos to them explaining the issue, I have had technical support look at the issue and tell me that It cant be resolved and I have had the laptop sent to technical repair where the support team failed to hand over the notes to the technicians with the issue and so they did not address what was needed.

In addition to the issue outlined above I have a separate error with the machine. The typing sometimes seems to skip where suddenly the cursor goes behind the word that was just written, which is incredibly frustrating but I have lost any confidence that the Support Team will give any sort of useful guidance in trying to resolve the issue and I have spent so much time trying to resolve the current issue on a brand new machine I will not be spending anymore time trying to fix issues on a product which should come in working order not riddled with faults and told to use extension devices in order to operate it at its most basic functionality.

What I wanted to ask is that seeing as my laptop is still under warranty does anyone have an email address for someone who I can contact to discuss a resolution. A contact of whom which is sperate to the so called hp support who are linked with the email  hp.customer.care@hp.com

The underlying pain point here is not the faults with the machine but with the deliberate misleading tactics with which the support team are using that has ultimately cost me a great deal of time and frustration. Even though this is a new machine I have had to resort to using an old laptop from 2012 as this new machine is incapable of performing the most basic of tasks and it has been impossible to attempt to resolve this with HP support so far.

[ub6424]

Hello @NewUser00008 

Sorry to hear that you are having problems ... I would like to help you.

(1) Update BIOS

HP Notebook System BIOS Update (Intel Processors)

F.30 Rev.A

11.2 MB

Apr 11, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Install/Update

HP PC Hardware Diagnostics UEFI

8.2.0.0 Rev.A

56.1 MB

Jun 30, 2021

Download

Intel Chipset Installation Utility and Driver

10.1.18698.8258 Rev.A

0.5 MB

May 21, 2021

Download

Intel Management Engine Interface (MEI) Driver

2108.100.0.1053 Rev.A

17.3 MB

May 21, 2021

Download

Intel Serial IO Driver

30.100.2042.1 Rev.A

0.8 MB

May 21, 2021

Download

Intel Thunderbolt Controller Driver

1.41.1094.0 Rev.A

18.4 MB

May 21, 2021

Download

(5) Reboot

(6) Install/Update

ELAN Precision Touchpad Filter Driver

22.2.25.3 Rev.A

2.2 MB

May 21, 2021

Download

Intel Gaussian and Neural Accelerator Driver

2.00.00.1097 Rev.A

0.8 MB

May 21, 2021

Download

Genesys Logic Card Reader Driver

1.1.21.0 Rev.A

1.4 MB

May 21, 2021

Download

(7) Reboot

(8) if it still fails, Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

https://support.hp.com/us-en/document/c04499777

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

 (9) Please report your results

[NewUser00008]

I have had the pc reset various times including when it went into the technicians..

I would like to know the email address of someone who can help resolve the issue by discussing returning the laptop,  which is not linked to the standard "support team" Usually found here: hp.customer.care@hp.com

This product is not fit for purpose.