HP OMEN TRACKPAD MANUFACTURING FLAW

[Zubenelgenubi]

I just purchased and received the HP Omen and upon inspection found the trackpad is loose and is slightly slanted. I’ve looked online and found this is a common issue among their gaming laptops. I think it’s very poor business to knowingly over look known quality control issues. This problem as far as I can tell dates back to 2019 nearly 3 years ago. If it’s a design flaw there has been plenty of time to fix it and if it’s simply that specific area is just lazily put together there’s no reason they should be leaving the manufacturer. I wonder how many weeks it will be for me to ship it have it fixed and sent back…

[SomelOguh]

Hello,

Can you share a video or a picture showing the problem? If there is such problem, if you contact HP support they should be able to help you, if there is such a problem. 

[Zubenelgenubi]

Not really feasible to demonstrate a wobbly trackpad through a photo 🤦🏽‍♂️ And as far as I can tell this forum doesn’t support videos…

[Zubenelgenubi]

I tried support on the website and was sent in a full circle that took over an hour and a half. An hour of that time took place after HP website redirected me to HP on Facebook chat (why in the world is that even a thing?) in Facebook chat I answered some automated questions and then was told to wait while I was matched with the “best possible representative” I waited for an hour and when finally got in touch with someone I had to answer some of the questions I already answered in the automated chat and was then given a link that would better suit my needs. This link brought me back to the page on the website that eventually redirected me to Facebook chat.

I was in the middle of moving so I didn’t have time to figure out where it all went wrong. So I proceeded with my move. 10 days later I went to the sales chat (because you never have to wait long to get help with sales. That only happens if you are a customer who already purchased and now has an issue). Sales told me that I could return it but there would be a restocking fee. I replied that: there will be no restocking fee I was sent a defective product. I asked to speak to someone through the phone (like I had the option of when I bought the laptop) after a few moments of no response the chat was ended. I then googled numbers for HP customer care which you won’t find on the website or at least not as many options. I spoke with someone from tech support who told me I would need to speak with sales (because I want to exchange for a different model and pay the difference maybe had I said that from the beginning I would have been helped much faster) he acknowledged my issue was a hardware issue and would be eligible for an exchange and gave me a number for sales, Omen support, and a case number. I should have called tech to begin with. They don’t care about sales and they’re not lazy only help you when your buying things. Unfortunately it’s a weekend and these departments are not open so while I wait I will be considering exchanging or returning. There are laptops with flagship chips that I can get for the same price as the mid range I would be exchanging it for. I guess Omen 15 can’t properly cool a ryzen 9 9500 because Omen only. The only reason I’m considering an exchange is because the ASUS G15 ultra slim with a ryzen 9 is out of stock but it starts at $1499. The exchange I would be doing would cost $1799 and only has a ryzen 7 5800H. It also needs to be customized so I would be waiting 6 weeks to get the laptop. Maybe in 6 weeks the ASUS will be back in stock🤷🏽‍♂️. Either way HP customer service is designed to neglect customers that have already paid. Really not fair that the representatives have to deal with customers annoyed by HP’s customer system after they were ran around by an automated system. Mean while there is better product out there for less money 

[praveenbv]

Hi@Zubenelgenubi, Welcome to the HP Support Community!

We understand that issue with the trackpad or touchpad and in case of any quality issue or completed on the product recall.

Note( HP will flag or be notified by HP supporting website)

This post is with reference to the thread you had created at your friendly neighborhood (HP Support Community),

 As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Let me know if you need any other assistance and I'd be happy to help 🙂 

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