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tetro
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Unexpected shutdown on HP OMEN 15-dc1038ur

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OMEN by HP 15-dc1038ur
Microsoft Windows 10 (64-bit)

Hi, I was using my HP OMEN 15-dc1038ur when it suddenly overheated and turned off. The laptop is completely unresponsive. I sent it to an HP authorized  service center in Tbilisi, Georigia EVO Service LLC. and they told me that the motherboard (system board) is damaged and is unrecoverable. I attached a picture of the board and the damage is clearly visible. I've had regular overheating issues. The laptop itself has never been physically damaged or submerged in liquid. Is it possible to get a replacement? What can I do?

Inkedunnamed_LI.jpg

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The_Fossette
HP Support Agent
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@tetro,

 

I reviewed your post and I understand that the motherboard on the computer is gone bad and you want to know whether the computer can be replaced.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you contact support and they will assist you in this regard. All the service options are available with the support team and the HP community doesn’t have any access to that.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

I hope that answers your question and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

 

The_Fossette
I am an HP Employee

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The_Fossette
HP Support Agent
HP Support Agent
29,155 29,140 1,953 2,593
Message 2 of 6
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@tetro,

 

I reviewed your post and I understand that the motherboard on the computer is gone bad and you want to know whether the computer can be replaced.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you contact support and they will assist you in this regard. All the service options are available with the support team and the HP community doesn’t have any access to that.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

I hope that answers your question and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

 

The_Fossette
I am an HP Employee

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tetro
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I already contacted HP's support team, but they were ubale to help me. They offered me to send the unit (the laptop) to them, but they couldn't find a pick up service in my area. I live in Tbilisi, Georgia and the local HP authorized service center can't help me either. The motherboard is so damaged that they can't fix it or don't know how to fix it. The service center here refuses to replace the part as well. I am literally all out of options. I can't send it to HP and I can't get it fixed here because the one service center I can go to is incompetent. The other service centers refuse to fix it just because I bought it in a certain store which is somehow tied to that one service center I can go to. I will try to reason with HP support one more time and maybe offer them some other way to ship the unit. 

 

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Riddle_Decipher
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@tetro Ideally, HP does not repair motherboard's we just replace them, if that isn't being done after the attempt you are trying to make now, please let me know and I'll do everything I can to help you out, scouts promise!

Good luck!

Riddle_Decipher
I am an HP Employee

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tetro
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Yes, I've had constant back and forth communication with the HP authorized service center here in Tbilisi since April 13th. They are not replacing the damaged part. They claim that there is "physical damage" on the motherboard and that it is burnt. I never dropped the laptop or spilled liquid over it. It never was physically damaged. The laptop suddenly turned off on its own and never turned back on. 

 

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Riddle_Decipher
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@tetro I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

 

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

Riddle_Decipher
I am an HP Employee

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