Severe and Legitimate Product Reliability and Business Customer Support Concern

[Tmauger]

My company has purchased Omen laptops with the additional 3 year full coverage warranty option. While the Omens were still operational, we had a slew of other including failed boots, failed displays, blue screens of death, failed keyboards and track pads, and extremely poor battery life. Now 9 of these Omen 16 inch laptops are completely dead and will not boot. Our company has tried communicating with HP sales and HP support.  We keep getting the run around from HP stating that we need to give them the serial or asset numbers to continue, which cannot be done if the machines do not turn on! At this point it seems like purposeful tactic HP is trying to employ to refuse to honor purchased warranty agreements. Email communication with HP sales refers us to HP support. The HP support number hangs up on us every call. Consider this is an official complaint regarding HP account ID# 6210007. Please have a complaint officer contact me to repair or replaces these machines honoring the warranty agreement.

[Deep_World]

Hi @Tmauger,

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 truly understand how concerning and frustrating this situation must be for you and your company, especially after investing in multiple OMEN laptops with extended warranty coverage. Experiencing repeated hardware failures and then facing difficulties in reaching the right support channel is not the experience we want for our customers, and I sincerely apologize for the inconvenience you’ve encountered.

Since you’ve described that the units are completely non‑functional and will not boot, this points to a hardware issue, To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

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

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

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World