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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎12-12-2019 06:01 AM - edited ‎12-12-2019 06:03 AM

HP Recommended
Product: Omen 17
Operating System: Microsoft Windows 10 (64-bit)

Hello,

I recently bought an HP Omen 17 laptop (17-cb003no) from the HP store Sweden. I noticed that the tab key was loose, and it seems one of the small pins holding the key on the keyboard was broken (I did not break it), see this image: https://i.imgur.com/ro5q6t0.jpg

 

I contacted support a few days after buying the laptop, and asked if they could simply send me this small plastic piece, since the rest of the laptop was fine, but again and again they told me I have to send the complete laptop in and get it back after two or three weeks, or just exchange the whole laptop for a new one...

 

On one occasion I mentioned that it would be a lot of work for me to reinstall everything, and that I also had installed an additional SSD in the free M2 slot. The answer I got is simply that they cannot help me anymore, since opening the laptop and inserting the SSD did void my warranty, even if it obviously has nothing to do with the key that is broken..

 

I did the SSD installation according to this manual:  http://h10032.www1.hp.com/ctg/Manual/c06367528

Changing the SSD is there listed under the chapter "Removal and Replacement Procedures for Customer Self-Repair Parts", and doing this simple exchange is clearly meant to be done by normal customers.

 

So now I stand there one month after buying one of HPs more expensive laptops, they sent me a damaged product and refused to provide some simply and fast solution for me, and now they tell me I have 0 warranty left because I just installed another SSD, while nothing was damaged during that procedure.

 

Is this normal? Do I just have to accept that? It feels like they do everything to make me as their customer as unhappy as they possibly can. What are my options now?

 

Since I did not damage anything during the replacement and the laptop runs just fine with the additional SSD, I am not sure I can just accept that this can just void all my warranty even for any other defects that have nothing to do with that SSD slot, or what do you think? Any help from HP employees would be greatly appreciated.


Thanks and best regards

 

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