HP Omen 16 warranty delay battery issue and BIOS reset request escalation

[Donda_Ninja]

Hello HP Community,

I am posting here to seek guidance and escalation regarding a prolonged and unresolved support issue with my HP Omen 16 laptop in India.

The laptop was purchased from an authorized HP World store and is currently under warranty.

Despite having a valid original invoice, my laptop initially showed an incorrect warranty start date. From early December, I contacted HP Support and the dealer multiple times. I was repeatedly redirected between HP Customer Care, HP World, and the Warranty Team, and the issue was described as a “late sale by dealer”. I spent the entire month of December following up on this issue. The warranty was finally corrected only around 1st January.

After the warranty correction, I reported battery-related problems including sudden shutdowns earlier, inconsistent battery behavior, and fluctuating full charge capacity readings. The battery is rated at approximately 83Wh, however the system reports full charge capacity fluctuating between approximately 55Wh, 60Wh, and 73Wh across different battery reports.

As instructed by HP Support, I performed multiple battery calibrations.

As part of troubleshooting, I was then instructed to update the BIOS. During the BIOS update, the laptop remained on a black screen for an extended period, Caps Lock became unresponsive, and the fans ramped up and slowed down repeatedly. After following forced shutdown and reset instructions provided by HP Support, the system booted and displayed a “CMOS checksum invalid” message, after which default BIOS settings were loaded.

The system is currently booting, however this incident caused significant disruption and concern.

Despite the above, HP Support has communicated via chat that the battery is operating and functioning as designed and within specification. I requested clarification on whether large fluctuations in reported full charge capacity on an 83Wh battery, prior sudden shutdowns, and a firmware reset following an HP-guided BIOS update are considered normal behavior for this model. No written technical documentation or specification has been shared to support this claim.

This issue has already taken over a month in total, including the entire month of December for warranty correction and more than 12 days for battery troubleshooting. I am requesting clarification from a senior technical representative on whether this battery behavior is considered normal, guidance on whether hardware inspection or battery replacement is appropriate, and confirmation that the BIOS update and CMOS reset incident are documented as HP-guided troubleshooting steps.

Any assistance or escalation guidance from HP moderators or experienced community members would be appreciated.

Thank you for your time.

[Pallipurath]

Hi,

Welcome to the HP Support Community! We're thrilled to have you on board!  

  

To help us get started on resolving your issue, could you please share the model name of your device?, and any sensitive information like your HP unit's serial number or product number share it via private message!  

I understand how frustrating it can be to experience a battery issue along with a warranty delay, especially on your HP Omen 16, and I sincerely apologize for the inconvenience. 

I would request you to please share me the Case Number or reference in order check with it and assist you further.

Need help finding your product number? No worries! Check out this handy guide:  

https://support.hp.com/in-en/document/ish_2039298-1862169-16  

  

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name.  

You can use this link as well:  

Private Messages - HP Support Community 

  

Now, let's dive into the issue! Could you please elaborate on what's happening with your printer? The more details you provide, the better we'll understand the problem and the faster we can resolve it!  

  

We're all ears!  

  

Best regards,

Pallipurath