HP Omen 17 device has been met with indifferent attitudes and condescending behavior

[demiralay12]

I’m tired of the indifferent attitude of the HP authorized service.

At the end of this message, I will also include my initial complaint where I explained my problems.

They truly don’t care and don’t respond.

If you don’t trust your product, don’t sell it.

I’m still within the warranty period.

There has been no progress whatsoever. They are not helping in any way. I can't even get a response. They are asking for payment for the damage they caused to the product. It's truly mind-boggling. The authorized service in Turkey just says "we’re sorry" for the damage they caused. Is this some kind of joke?

Their reason for not performing a fan cleaning is that they “do not have the authority.” If an authorized service doesn't have the authority, then who does?

HP customer service gave me these answers. They clearly stated that they will not replace the product and are asking for money to repair it. You should truly be ashamed.

My only warning to everyone: do not use HP-branded products. Instead of helping you, they mock you.

I would like to express my complaint and request regarding the warranty process of the HP Omen 17 laptop I ordered via Hepsiburada on April 25, 2024.

Shortly after the purchase, the following issues began to appear with the product:

Distorted/crackling sound from the left speaker,

Noticeable backlight bleeding on the screen,

Improperly fitted plastic part on the rear vent,

Abnormal keypress feel and sound on certain keyboard keys.

Due to these problems, I decided to send the product to the authorized service center under warranty. I recorded all issues with videos and photos before carefully packaging the product using protective inflatable wrapping. The product was delivered to the service center on June 12, 2025.

On June 17, 2025, I was informed that the product had been “repaired” and shipped back to me. The repair report sent to me via email stated that no problems were found with the product, only some software updates were performed and the fan was cleaned.

However, upon receiving the product, I encountered the following serious issues:

It was clear that no fan cleaning or software maintenance had been performed,

The product was returned with physical damage that did not exist when I sent it (visible damage on the chassis),

The protective fabric sleeve was torn, and the outer packaging was returned in a careless and dusty condition.

I documented all of these new issues again with photos and videos. I contacted HP customer service once more, shared the evidence, and requested a product replacement.

However, on July 2, 2025, a customer representative informed me that product replacement was not possible, and that I could send the product back to the service center if I wished. Furthermore, I was told that the service center might consider the physical damage (which they caused) as user-induced and charge me for it. I received no response regarding the torn fabric sleeve.

As a customer, I have been subjected to both financial and emotional distress throughout this process. Not only were the original problems not resolved, but my product was returned with new damage, and no responsibility was taken by the service.

Therefore, I request one of the following:

Replacement of the product with the same or an equivalent model,

or

A full refund of the purchase price.

I respectfully request that necessary actions be taken, my grievance be resolved, and that I be provided with a written response regarding this matter

[Hawks_Eye]

@demiralay12 

I see your concern has been escalated to HP’s Support Team in your region for their review of possible options available, to resolve your issue.  

You should be contacted, and the issue would be addressed appropriately.

Thanks!

Vinod - HP Global Social Media Support.

[demiralay12]

I understand you, but I keep getting the same answers. You always say you will take care of it, but there is no progress, and I don’t receive any feedback.