HP Omen Laptop Warranty BIOS Fix - Returned Severely Damage Case w Sides Open

[BrerDane]

Had a new laptop hit with the H2 Windows 11 driver update that I sent to get the BIOS fixed under warranty. I get the laptop back and take it out of the box which has no damage. I hear/feel popping and upon examining the  laptop the front corner of the metal case is dented from some type of heavy impact. The plastic bag the laptop was placed had a tear from the inside to the outside where the laptop's damaged corner cut through bag. I have provided photos of the box, laptop, and additional close ups with measurements using digital calipers of the extensive damage. (If you shine a flashlight into it you can see the edge of components.)

I am being told my only option is sending it back for the case to be replaced and have the components checked. If any components are found to be faulty they will be replaced. Which leaves me paying over 2K for a used laptop and no way to verify the "repair" without voiding my warranty. I sent my laptop in for a minor OS fix and now have electrical components that have been exposed to dust, moisture, static electricity, etc. since at least 12/23. I asked for an escalation and was told that I was talking to an escalation manager and that HP's warranty does not cover a replacement or refund even though it was severely damaged instead of repaired.

How can HP not be responsible for damaging a metal case so badly there is almost a 1/2 inch gap in the case causing it to make snap, crackle, and pop sounds no matter how carefully I pick it up. I am afraid to power it up (if it will even turn on) due to how badly damaged it is to get my PII off it. 

[Kuroi_Kenshi]

Hi @BrerDane,

Thank you for taking the time to explain the situation in detail.

I can understand how concerning and frustrating it is to receive your laptop back from a warranty repair in a physically damaged condition, especially when it was sent in for a software/BIOS-related issue.

We want to review this matter further, but first we’ll need to locate the exact service record tied to your repair.

Please send me the case ID  via private message so I can look into the repair history and escalate this appropriately.

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

Once I have the case ID, I’ll take this forward and update you on the next steps.

Best regards,

[BrerDane]

Kuroi_Kenshi,

I only see a reply button and the link you sent does not open. There are no messages in my inbox that I can reply to either.