Warranty Denied for Omen 16 (CID) Despite Proof of Defect - Case ID #

[thanos_11]

Hi everyone,

I'm posting here because I'm at my wit's end and feel like I'm just being given the run-around by HP support.

I bought a new HP Omen 16 about 3 months ago. A bright white spot has appeared on the screen. My Case ID is #.

Support immediately denied my warranty, claiming it's "Customer Induced Damage" (CID). I've been trying to explain that this is impossible. The laptop is in perfect condition, with zero cracks, scratches, or impact marks.

I’ve tried to show proof that this is a manufacturing defect (a Mura defect), but I feel like no one is actually looking at it. Here's what I've found:

1. The white spot is clearly visible in the BIOS (F10 screen), so it's not a Windows issue.

2. It's also visible in HP's own F2 Hardware Diagnostics (the Palette Check). I have photos.

3. The spot disappears on a bright white background. From what I've researched, this is classic behavior for a Mura defect, not physical damage.

The most frustrating part is the escalation. I was told my case was sent to the "Service Head Team." I've had two separate times scheduled for them to call me, and they have not called either time.

I waited all day today for a call that was supposed to come by 5:00 PM, and nothing. I've sent emails and have just been ignored.

I'm not trying to be difficult. I'm just a customer who spent a lot of money on a premium laptop, and it has a clear hardware failure while it's still new. I've done every test and provided all the proof I can.

Can someone from HP on this forum please just look at my evidence and help me? I just want my laptop fixed under the warranty I was promised.

Thank you for reading.

[Hawks_Eye]

Hi @thanos_11 

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

My sincere apologies for the delayed response.

I see our regional team have already address the issue and have dispatched an onsite technician and the same should be completed by 13th November.

You should be contacted within 2 - 4 business days (this does not include weekends or holidays).

Please keep me posted if contact is not made after 4 business days.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye