Chronic Hall Sensor Failure, Misleading Authorized Service Repair, and No Effective Support from HP

[Mustafa104]

HP Laptop – Chronic Hall Sensor Failure, Misleading Authorized Service Repair, and No Support from HP Turkey

I am writing this post because I have exhausted all local support options in Turkey and unfortunately experienced what I can only describe as a very poor and unprofessional support process from HP Turkey and its authorized service partner.

I own an HP laptop that developed a chronic Hall sensor failure during the warranty period. The Hall sensor is responsible for detecting whether the laptop lid is open or closed. When the failure occurred, the device began sending false “lid closed/open” signals even while in active use. As a result, the screen would randomly go black, the keyboard would become unresponsive, the system would enter sleep mode, and the device became unusable.

First Authorized Service – Misleading Repair

On February 25, 2025, I submitted my device to HP’s authorized service provider BDH Bilişim (Service Order: WO-029267742). I was informed shortly after that the repair was completed.

Later, when I opened the device to upgrade the RAM, I discovered that the Hall sensor cable had been completely disconnected from the motherboard. The root cause of the problem was not fixed; instead, the sensor was simply disabled without my knowledge. This was not a repair — it was a misleading and temporary workaround presented as a proper fix.

Second Authorized Service – New Problems Introduced

After discovering this, I returned the device to the same authorized service on November 4, 2025 (Service Order: WO-032353126). This repair process took 16 days. When I received the laptop back, the Hall sensor appeared to function correctly.

However, shortly afterward, new and severe issues began:

• System freezes

• Complete lockups

• Screen image stuck with no response

• Keyboard becoming totally unresponsive

• Forced shutdowns required to recover

Software Eliminated – Hardware Still Failing

To rule out software causes, I:

• Reinstalled Windows multiple times

• Used only official HP drivers from HP’s website

• Installed a licensed copy of Windows

• Used the system without any third-party software

Despite this, the issues persisted.

On February 4 and 5, 2026, I spent nearly 50 minutes on the phone with HP Turkey support (444 8 121). We performed multiple tests together. I also ran HP PC Hardware Diagnostic Tools overnight, and no hardware errors were reported.

Despite all this, I was told that the motherboard “might be faulty” and was offered a paid motherboard replacement costing approximately 8,000 TRY.

Warranty Status and Core Issue

Although the warranty expired about two months ago, this is not a new issue.
The problem:

• Started during the warranty period

• Was reported to authorized service multiple times

• Was never permanently resolved

• Was made worse by poor and misleading service practices

This situation represents both a defective product and defective service. Charging the customer for a motherboard replacement after failing to properly repair a known chronic issue during warranty is unacceptable.

Evidence Available

I have:

• Call recordings with HP support

• Service documents and invoices

• Photos and videos clearly showing freezes, black screens, and system lockups

Final Statement

My experience with HP Turkey has been extremely disappointing, and the local support process has failed at every level. The quality of service, transparency, and customer responsibility is far below what is expected from a global brand like HP.

I am sharing this here to:

• Make my case visible to HP Global

• Seek proper escalation

• Request a free motherboard replacement, product replacement, or refund

At this point, I no longer trust local support in Turkey and expect HP Global to take ownership of this case.

[Deep_World]

Hi @Mustafa104,
 
Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience causedand Thank you for taking the time to share such a detailed account of your experience. I want to start by saying how truly sorry I am that you’ve had to go through this. New problems introduced after service  is not the level of care or professionalism you should expect from HP or any of our authorized partners.

I completely understand your frustration. You’ve done everything right  documented the issue, worked with authorized service, ruled out software causes, and provided evidence

Case ID #:  

Customer Name:  
Contact Number:  
Email Address:  
Serial Number:  
Product Number:  
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Country: United States

Kindly share the above details in Private Message in order to have this escalated to our higher level team. 
 

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: 

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

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World
 

[Mustafa104]

Thank you for your response.

I appreciate your willingness to escalate this case. However, I would like to clarify that I am located in Turkey, not the United States. My issue specifically involves HP Turkey and its authorized service partner.

Since I have already exhausted local support channels in Turkey without a proper resolution, I am seeking escalation beyond the local support structure. I am willing to provide all requested details via private message.

Please confirm that this case will be handled at a higher/global level rather than being redirected back to HP Turkey without review.

I look forward to your confirmation.

[Mustafa104]

Hi @Deep_World, I would like to provide an update regarding this case.

Today, I received a phone call following my post here on the HP Global forum. The conversation lasted approximately 35 minutes.

During this call, I was told that even if the previous authorized repair was performed incorrectly — or even if no proper repair was performed at all — HP cannot offer a free repair or replacement because my device is currently out of warranty.

To summarize what was communicated to me:

Even if:

• The authorized service disconnected the Hall sensor cable instead of repairing the issue,

• The repair was misleading or incomplete,

• The service report did not properly document what was done,

• HP support previously acknowledged that the cable had been disconnected,

HP’s position is that since the warranty period has now expired, they are only obligated to offer a paid repair.

I was essentially told that I should have returned earlier and requested a replacement at that time — even though:

• I had already sent the device twice during warranty,

• I clearly reported that the cable had been disconnected,

• The service records do not deny that the cable was removed,

• A BDH Bilişim representative told me this was the first time they encountered such a case and that motherboard replacement is normally performed for other customers,

• HP Turkey support also acknowledged in a previous phone call that the sensor cable had been disconnected.

So at this stage, the only argument being used against me is that the warranty period has expired — despite the fact that the issue:

• Started during warranty,

• Was reported during warranty,

• Was never permanently resolved,

• And may have been worsened by improper service intervention.

This is extremely disappointing.

The message I am receiving is effectively:
“Yes, the repair may have been incorrect. Yes, the service may have misled you. But since your warranty has expired, we will only offer a paid solution.”

I do not believe this reflects the standards of accountability expected from a global company like HP.

I will be pursuing this matter through legal consumer protection channels in my country. Additionally, based on this experience, I cannot recommend HP products to people around me.

I am still open to a fair and reasonable resolution — but shifting full responsibility to the customer due solely to warranty expiration, after documented service failures, is not acceptable.

[Deep_World]

Hi @Mustafa104,

Thanks for your response and thank you for taking the time to share a detailed  experience. I understand the situation, especially given the efforts you made during the warranty period and the concerns you raised about the repair process.

 At this stage, we are actively seeking further advice and clarification from the appropriate teams to better understand the circumstances and explore what options may be available.

Once we have gathered the necessary input, we will get back to you with an update. In the meantime, please know that your case is not being overlooked. 

Thank you again for your patience and for giving us the opportunity to re-examine this matter.

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

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[Mustafa104]

I would like to provide a clear update regarding my case.

After escalating the issue through this forum, I was contacted by HP and had a phone conversation lasting approximately 35 minutes. Unfortunately, the outcome did not change.

HP’s position remains that since my device is currently out of warranty, only a paid repair can be offered — regardless of what happened during the warranty period.

However, the timeline is important:

• The original Hall sensor issue started during the warranty period.

• I sent the device for repair during warranty.

• After the first repair, I later discovered that the Hall sensor cable had been disconnected instead of properly repaired.

• I sent the device again close to the end of the warranty period.

• The second repair did not permanently resolve the issue; it only reduced the symptoms temporarily.

• After the warranty expired, the freezing and system lockups became frequent and severe again.

• When I reopened the case, I was told the warranty had expired and only a paid motherboard replacement could be offered.

This is not a new defect that appeared after warranty.
This is a warranty-period issue that was never properly and permanently resolved.

I have also been informed that the case is being marked as resolved internally. That is incorrect. The issue has not been resolved.

For the past 10 days, I have not received any response from HP Turkey. In multiple channels, cases appear to be administratively closed without an actual solution being provided.

I understand that hardware failures can occur. What is difficult to accept is:

• Improper or incomplete repair during warranty,

• Acknowledgment that the cable was disconnected,

• Refusal to provide corrective action after warranty expiration,

• Reliance solely on warranty status while ignoring documented service failures.

I am currently proceeding through legal consumer protection channels in my country.

If HP wishes to offer a fair and responsible resolution, I remain open to it.
But for clarity: this issue is not resolved.

[Deep_World]

Hi @Mustafa104,

Thanks for your response. 

I truly understand how disappointing this outcome must feel, especially after the time and effort you’ve invested in troubleshooting the issue. After reviewing your case, I do need to inform you that your HP Omen 15 ENX00 is now out of warranty. This means that we can only provide paid support options moving forward.

I completely respect your decision to decline the paid solution, and as a result, the case has been closed. Please know that we value your time and trust, and I’m sorry we couldn’t resolve this under warranty coverage.

If you change your mind in the future, our support team will be ready to assist with repair or diagnostic services on a paid basis. In the meantime, I hope your device continues to perform reliably, and I appreciate you reaching out to us.

Take care, 

Best regards,

Deep_World