Over 2 month repair ETA for my Omen 16 Max, motherboard replacement

[Garth12312]

Bought an Omen 16 Max with the RTX 5080 i7 during the 4th of July sale. Everything was fine until one night it just shut off mid-game (Warhammer 3) while I was in Performance mode. Completely dead. Wouldn’t turn back on. How may have this occurred to a brand new $2800 flagship laptop? I was impressed by the build quality, thermals, and OLED display of this laptop. It made my previous laptop the 2022 Razer Blade 15 seem like overpriced junk.

Anyway, I had sent it to HP thinking it’d be a somewhat quick repair. They had initially given me a delivery date of 11/12/2025, however, was notified it was delayed to 12/28/2025 because “parts pending”. I'd like to also mention that I had request a loaner 2 weeks ago and had spoken to a "case manager" and said I'd have one sent immediately with overnight shipping. They had cancelled my loaner a few days after this call with the case manager and am without a laptop to run my business. I am beyond disappointed with HP 

[Hawks_Eye]

Hi @Garth12312 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye

[Garth12312]

You had only sent me a direct message telling me I speak to support, which I have already multiple times. You guys should acknowledge already that the motherboards for the OMEN Max gaming laptops should be recalled. You can’t even repair my laptop it takes almost over 2 months. 

[Deep_World]

Hi @Garth12312,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I’m sorry you’re going through this; I understand the concern and don’t worry I’ll help you with this. 

To make sure I fully understand your situation and can guide you properly, could you share a bit more detail?

• Do you have the repair case number so we can check the current status?
• When the laptop first shut down, did it show any error codes, flashing LEDs, or signs of overheating before becoming completely unresponsive?
• Did support confirm that the failure was specifically the motherboard, or are they still diagnosing it?
• Have you received any recent updates about the part availability or expected repair timeline?

If you can provide your repair case number (privately), I can help check what options may still be available or what next steps make the most sense.

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

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[Garth12312]

I must publicly iterate my statement that the motherboards on the HP Omen lineup ought to be recalled.

I must also publicly iterate that I’ve now been waiting almost 2 months without a working laptop, and the situation has become unacceptable.

My repair was delayed from November to late December, and on top of that, my loaner was cancelled for no apparent reason leaving me with absolutely no device to use in the meantime. I’ve been extremely patient, but at this point I’m going through week after week without the product I paid for. To be clear this is a $2,800 flagship laptop. A delay this long is not reasonable, especially when the failure was sudden, not caused by me, and clearly part of a widespread issue other Omen Max 16 owners are experiencing.

Given the excessive wait time, the cancelled loaner, and the fact that I’ve been left without a functioning device for almost two months, I need compensation for the time I’ve been without a working system and that of spending many hours with support. 

[Deep_World]

Hi @Garth12312, 

Thanks for your response.

After reviewing the information you provided, I was unable to locate a case ID associated with the serial number you shared. To ensure we can address your situation as quickly as possible, could you please confirm the serial number and provide any prior correspondence, case numbers, or reference IDs you may have received? Once we have this information, we can escalate your case and work on a resolution.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[Garth12312]

My previous case numbers regarding this matter have already been "closed", however not resolved. I have spoken to 2 separate case managers already and am presented with false promises for example the laptop loaner that then got cancelled without context explanation. I have also requested the Case manager to offer a replacement device that is equivalent or better and this was also denied. My loaner CSO number is BXHD0478-02 and it was placed on the 19th of November and it was cancelled without reason. These cases ought to be escalated beyond case managers because they are of no help. I will share my list of case numbers that have not helped me...

5152205966

5152158607

5151892192

5151884052

5150135576

[Garth12312]

The second case manager said he would reach out to me and kept calling however I received not a single call. He then said that he would stay in touch via email and provide an update on my repair case by the Monday of last week and have not heard from him. I am beyond dissatisfied to the extreme with HP and their services at the moment. 

[Deep_World]

Hi @Garth12312,

Thank you for your response. 

Please note that the case needs to be elevated, Before that could  you kindly please share the below details in private . 

Customer Name:

Contact Number:

Email Address: 

Serial Number:  

Product Number:  

Model Number: 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

Also please note the concerned team will get back to you at the earliest . 

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[Garth12312]

"You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue."

I cannot message you. Is HP going to help me or not.