Warning: HP Omen & HP Care Pack – Buyer Beware (Case #Edited)

[xc1097]

I want to share my experience so others know what to expect before buying HP products or Care Pack warranties.

I purchased an HP Omen 16 Transcend CTO laptop with the following high-end configuration: i9-14900HX, RTX 4070, 32GB RAM, 2TB SSD, OLED, Windows 11 Pro. This was supposed to be a top-tier machine.

The Reality

• Within 1 year of use, the system suffered multiple failures — CPU fan failure and severe screen flickering.

• A premium laptop should last 5+ years under normal use. Failing in barely a year is far below the industry standard lifespan of any laptop brand.

HP’s Warranty Response

• My system was covered under a 3-Year Care Pack. HP received it on 8/20/25 with an initial repair ETA of 8/25/25.

• That ETA was suddenly changed to 10/18/25 — nearly two months without a working system.

• HP’s escalation manager told me in writing:

  “The resolution is waiting on the back ordered part. You do not qualify for a replacement at this time.”

This directly contradicts HP’s own Care Pack Terms of Service, which state:

“If HP is unable to complete the repair or replace the product within a reasonable time, Customer will be entitled to a full refund.”

Two months without a laptop is not a reasonable time under any standard. HP is hiding behind fine print and denying replacement, leaving me without the product I paid for.

My Conclusion

• The hardware itself is unreliable — failing far sooner than any reasonable lifespan.

• The Care Pack warranty is worthless — it does not provide meaningful coverage or timely service.

• Customers are left with broken products and no remedy, despite paying extra for “premium coverage.”

I am filing complaints with the BBB, FTC, and Massachusetts Attorney General’s Office for warranty misrepresentation and product reliability failures.

⚠️ Do not waste your money on HP products or Care Pack. The quality is poor, and the warranty is not honored.

[Garp_senchau]

@xc1097, Welcome to HP Support Community,

I’m really sorry to hear about your experience with the HP Omen 16 and the issues you've encountered with both the product and the warranty service. I completely understand your frustration, and I want to sincerely apologize for the inconvenience you've faced. This is not the experience we aim to provide our customers, and I’d like to help resolve the situation as quickly as possible.

We’ve noted your case ID, and I will promptly re-escalate this issue to the relevant team to ensure it gets the attention it deserves.

I hope this helps.

Take care and have a good day. 

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Regards,