HP Omen 16 Notebook black screen and mouse not responsive

[bbmw0]

This is the 3rd time is happening, In 2023 the HP support took my laptop on as it had warranty and the issue was still not fixed they took the laptop twice and the second time they changed the battery and they said they changed the whole motherboard on the laptop as the mouse was not working properly. The mouse issue started again even after they said that it was fixed and I have sent them many emails to HP to have this resolved, however, no response from them and no way of contacting them as I have tried to call the centre many times. 

now yet again I have a black screen which I am not able to bypass, I have tried everything that was given as information in the HP website to rectify the black screen. From the videos in YouTube by HP and the HP Community information to find a solution BUT nothing worked.

I would like someone from HP to contact me ASAP to have this resolved and I would like to get the mouse fixed as well. Also I would like them to contact me and give me an answer to why no email response was given to my enquiries.

This post is normally reviewed and seen by HP representatives so I hope to get a reply soon. Action needs to be taken as I am not going to tolerate this kind support service.

[Raj_05]

Hi @bbmw0,

Welcome to the HP support community.

Please help us with your HP unit serial number Case ID (If any) or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4

HP Support 

[bbmw0]

I have tried sending the serial number in private message, however, every time click on send an error message pops up.

[bbmw0]

I have contacted HP in the UK by calling their technical support for Consumer products at: 0207 660 0596 they said they cannot help me. I have also contacted an agent on WhatsApp and he said he was looking at the cases the length of the conversation went to the next day and he said  to be patient and that they are still looking, on the second day I sent a message back and it came back as error. Unfortunately, I did not get a response via email of phone call in regard to the issue.

I would like to formally complain about ongoing issues with my HP Omen laptop purchased in 2022 and to seek resolution under the Consumer Rights Act 2015. Despite multiple repair attempts, the original issues persist, indicating that the laptop was not of satisfactory quality as required by law.

Initial Report of Issues: September 2022

Persistent Issues:

- Black screen failures

- Mousepad malfunction

- These issues have continued despite multiple repair attempts, including a motherboard replacement

Despite multiple repair attempts, including a motherboard replacement, the laptop continues to exhibit the same issues that were reported in September 2022. The persistence of these problems suggests that the repairs were not effective and the product has not met the standards required by law.

As per UK consumer law, I have up to six years from the date of purchase to bring a claim for faulty goods. Given the documented history of repeated issues and repair attempts, I am requesting:

1. A full repair of the device at no cost, or

2. A replacement with an equivalent model, or

3. A full refund of the purchase price

I would appreciate a response within 14 days outlining how HP intends to resolve this situation. If I do not receive a satisfactory response, I will consider pursuing this matter through Alternative Dispute Resolution (ADR) or the small claims court.

An email has been sent to: ukconsumer.crt@hp.com and myhpsales@us.hp.com.