Need assistance with multiple things

[Jeremy16t]

Where do I start. My Omen Gaming laptop that I purchased last year has been nothing, but a hassle. I requested it to be customized and it ended up costing close to $2,000 dollars with the warranty I purchased. I have spent close to a year now trying to register my laptop on my HP account, but the system keeps claiming my Serial Number that I am copying directly from the HP System Information is not a valid Serial Number, so I can not register it, Nor can I register my 3 year warranty to it.

I have been trying to register it for a year to request a repair on it due to my HDMI port not working properly and I have to basically wiggle the HDMI cable in it until I find the magic sweet spot for it to work. Sadly I was always so busy with work I could not take time away to call them at the time, and by the time I did I wasn't needing the HDMI port as often. 

Now fast forward a year and 50-75% of my Games on my Gaming Laptop are crashing with no error and simply closing and me going back to my desktop, or experiencing other errors. 2 of the Customer supports for those games have informed me that my Intel I9 Processor is causing the issue and that I will need to limit the Pcore on my Intel processor to 5.00 GHZ. They explained I could do it with the Intel Extreme Tunning Utility or through my BIOs. It would seem that HP has is set so that I cannot modify my processor in the XTU or something else is blocking my ability to modify it. Also I can not find any setting in my BIOs to change it. So again I have tried registering my product to no success. Even when I have the site automatically detect my device and ask it to add it to my desktop it will say that it did, but it hasn't actually done it. Also my Serial Number still says it is invalid.

So After spending an hour on the phone with Customer Support, the Care, team, and Tech support. ALl I have been told is that my Warranty will finally be added to my laptop and will show on my account after 2 hours and at that time I can get the Technical Support I am requesting for my $2000 dollar gaming laptop that is worse at gaming than my older less powerful PC.

Well 5 hours after being told I can get Tech Support in 2 hours. My device still is not on my account, and The call center tech support individual told me that my warranty is still not attached to my laptop.

HP used to be the best computer company I had ever used, but now I don't think so. It feels like I have been given the run around and false information. I have a product built by HP and I cant even register it with them because their system thinks that the Serial Number THEY gave my product is invalid.

Any and all help in fixing my issues would be very appreciated.

Sincerely,

Aggravated Consumer.

[Max3Aj]

@Jeremy16t, Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share your HP unit's serial number and active case ID with us via private message? 

Need help finding your serial and product number? We've got you covered! Check out this handy guide:  

https://support.hp.com/in-en/document/ish_2039298-1862169-16 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

We're looking forward to helping you get back up and running! 

Regards, 

Max3Aj

[Jeremy16t]

After being in contact with support from a gaming company about crashes with their game. They pointed out an error that my laptop is encountering multiple times a second for about a minute and then it will repeat about 3 minutes later.

Windows is throwing constant Code 17 WHEA-Logger errors. With the details as:

A corrected hardware error has occurred.

Component: PCI Express Root Port
Error Source: Advanced Error Reporting (PCI Express)

Primary Bus:Device:Function: 0x0:0x1B:0x4
Secondary Bus:Device:Function: 0x0:0x0:0x0
Primary Device Name:PCI\VEN_8086&DEV_7A44&SUBSYS_8C77103C&REV_11

I have gone into my device manager and after 30 minutes I found that that device is the: Intel PCI Express Root Port #21. After doing some research and finding out what this device does. I am inclined to believe it could be the root problem of my laptop, but I am still having difficulty getting support with my laptop.

I can not follow some of the trouble shooting steps that are suggested to repair this issue as the HP system will not accept the Serial Number, Thank you the member of staff who has reached out to me and is attempting to resolve that issue, but in the meant time since the system will not accept my serial number, and when it detects my laptop automatically it gives me an error page when trying to access drivers and software for it. I can't remember what the page tells me, but the tab name on chrome does display as error 404. Indicating no page for my product exists. And with how the HP support pages are setup I cannot find a way to access the drivers I need to attempt to reinstall to attempt to correct the problem. I also do not feel comfortable opening up my laptop and checking the connections as: A. I do not know exactly which port that is my device manager lists 4 different Intel PCI Roots, b. I am not sure if doing so will void my 3 year warranty I am still trying to get the system to show I have, and C I am not sure if I need any extra tools to ensure it is connected properly. I.E. Sodering Iron or something else. As I do not believe it is as simple as just reseating a video card or sound card in a desktop.

[Max3Aj]

Thank you for your response. 

We see that you are communicating via PM, we shall continue assisting you there. 

Have a wonderful day! 

Max3Aj 

HP Support