Paid repair unacceptable

[Kalte010]

Hello,

last April, I purchased an OMEN gaming laptop in China, but two months ago, my laptop encountered a screen issue, so I contacted HP customer service for repair. However, this Monday when I checked the repair progress website, I was informed that I need to contact HP customer service because the damage was caused by human factors, and I need to pay for the repair myself.

The unreasonable aspects of this matter are as follows:

1. In fact, the damage to my laptop could not have been caused by me because, to my knowledge, this series of laptops has widely encountered the same issue in China. Specifically, the problem is: after closing and reopening the laptop lid, the screen cannot be turned on. At this time, you need to use a magnet near the power button area to relight the screen. Additionally, during gaming, the screen will also suddenly turn off from time to time, and the same method can be used to turn the screen back on. The reason given by HP customer service is physical damage. Is it possible that everyone who purchased this laptop in China has physically damaged it? This is clearly impossible.

2. I have never been informed that I need to pay for the repair. Now, suddenly, they are telling me that I need to pay for it myself, and they only informed me about this a month after I sent the laptop for repair, which is clearly unreasonable and unacceptable.

Currently, I haven't even received an bill, and the customer service representative I contacted through WhatsApp has suddenly stopped responding to me. Now, I want to know how I can protect my rights? (I have evidence that the issue with my laptop is widespread).

[Gaya1239]

Hi @Kalte010 , 

Welcome to the HP Support Community

I understand you are facing an issue with your OMEN By HP 16.1 Inch Gaming Laptop PC 16-Wf0000 (755F5AV) Paid repair is unacceptable. Not to worry I will help you to get a resolution to resolve the issue.

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!
 

Gaya1238

HP Support