HP refused to repair my laptop

[FernandoIT]

I own an HP Omen 16 gaming laptop, which is still under extended warranty. The screen began to show issues, making it very difficult to see what was being displayed. As a temporary solution, I had to connect an external monitor to complete some important work.

Aside from the screen issue, the laptop works perfectly, so I decided to upgrade the RAM to 32GB. To do this, I had to remove the screws from the bottom cover to access the memory slots.

The UPS driver who came to pick up the laptop told me I only needed to hand over the device with the charger — he would handle the packaging and shipment himself. However, the email I received from HP with the shipping instructions clearly stated that I should not allow the driver to package the product, as this was my responsibility.

Due to this conflicting information, I contacted HP to verify the correct procedure. In the midst of trying to sort this out, I forgot to put the screws back in. However, since the bottom cover has a secure locking mechanism, I believed there would be no issue shipping it that way — especially since the issue was with the screen, not the motherboard or any other internal component. The driver was also in a hurry and would not wait for me to reinstall the screws.

I must emphasize that these were external screws, not from the motherboard or any internal parts. Even without them, the cover remains firmly attached and sealed due to the secure locking clips.

In summary: the repair was denied by the service center, according to the support chat, because of the missing external screws. However, this was caused by HP’s own lack of clarity in the shipping instructions. In trying to ensure I followed the correct procedure, I ended up forgetting to reinstall the screws. At one point, I even considered reporting the driver, thinking he was acting suspiciously — when in fact, the confusion stemmed from HP’s instructions.

It’s also important to highlight that there is no HP service center in my country — the device has to pass through two other countries before reaching the final repair destination, which makes the entire process even more delicate. 

My laptop is currently in the possession of HP’s technical support, and according to them, it will be returned to me without the repair being performed.

[FernandoIT]

My laptop still has a little over 9 months of extended warranty remaining. I see no other option but to wait for the return of the device from the service center and pursue legal action. I also intend to bring this case to social media to raise awareness and warn others about HP’s lack of respect and care for its customers.

Below are the specifications of my laptop:

HP Omen 16

Screen: 16.1 inches

Resolution: 2560x1440 (165Hz / 3ms)

Processor: Ryzen 7 5800H (8 cores / 16 threads)

Graphics Card: RTX 3070 8GB (115W)

RAM: 32GB Kingston Fury CL20 (3200MHz)

[Kuroi_Kenshi]

Hi @FernandoIT,

Welcome to the HP Support Community! 

I’m really sorry to hear about all the trouble you’ve been through with your HP Omen repair, it’s totally understandable how frustrating that must feel, especially with your device still under warranty.

To help you out further, could you please confirm if you have a Case ID? If so, kindly share it with me via private chat so I can look into this matter more thoroughly for you.

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

Let’s try and sort this out together

Best regards,

[FernandoIT]

Good evening, I’ll be very happy if you can help me. What information do you need?

[Kuroi_Kenshi]

Hi @FernandoIT,

Thank you for the response.

We want to ensure your device receives the appropriate care.

I've sent out a private message to you on how to proceed further.

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

Take care and have an amazing day ahead! 🚀

Best regards,