Can somebody please explain this to me pleas!?

[GenXer81]

Ok so I sent my HP OMEN - Transcend 16" 240Hz Wide Quad XGA Gaming Laptop - Intel Core i9 - 16GB Memory - NVIDIA GeForce RTX 4070 - 1TB SSD - Ceramic White model u0013dx  away for repair 3 times and ive only owned it and bought it brand new on 1/8/2024 at BestBuy. So the 1st time I sent it to the repair depot after troubleshooting with the HP Premium Omen Support Team they replaced the mainboard and the "small BD" (whatever that is) and I got it back 3 days later another issue occurred with the CMOS andafter another troubleshooting session with the Omen Support Team I had to send it a second time to the repair depot in Grapevive Texas. And this time they said it was a corrupted Bios and replaced the mainboard again. Then I hot it back and the HP support assistant told me I needed updates when I was doing routine maintenance on my computer (you know updating drivers, windows, etc.) And there was a firmware BIOS update and it said that it was not compatible with my device even though it was being recommended as a critical update for my specific gaming note book. So once again I contacted HP Premium Omen Support Team and they determined via remote session that the second time I sent it in that the repair technician may have put the wrong mainboard in my pc because the website say f.12 REV A and my Bios version it came back with was F.20. When the agent I spoke to asked his lead his lead even said HP Omen Transcends only come in 14 inch and he showed them no they come in 16 inch I'm looking at it right here. So I sent it a 3rd time and I got a call and an email from the repair depot and when I spoke to them they told me that it was confirmed by an engineer and all the way up to the boss of the engineer team even up to the corporate level (according to the HP repair depot rep that contacted me) that F.20 was indeed the correct BIOS. Yet the website says F.12 Rev A and then again yesterday another update was recommended by Support Assistant and it was an Intel processors firmware pack update and my computer said that "it was no longer compatible with my device and has been removed" this popped up in a message windows, yet the update remained and when I tried to install it it acted like it was going to it downloaded, extracted and started trying to apply it. Then I got to a windows to where it gave me 3 option and the one I would normally have to click which was "Update" said underneath it "this Bios update is not compatible with your device" and it was calling it F.04. So they said I have the right BIOS at the Repair depot in the engineer department yet all 3 of these Bios are different and I cannot update. So now I tried to contact them again and they were supposed to call me back today an hour and a half ago but never did. What is the deal here? Do I have the right BIOS and if so why is it not reflected on the HP website? This all seems whacked out. And When my warranty expires if they messed up they probably won't fix it. Even though they said they would because it was reported well before the warranty expired and documented. And I was also, told that my warranty would be extended by 2 months for all my trou Le and the fact that it has been gone half the time I've owned it within the 1st year and that wasn't done either. I used to have nothing but good things to say about HP but now I'm not so sure. And I feel like I'm getting a run-around so I don't know. If anyone has experienced this with this same model HP Omen 16-u0013dx  Transcend or can shed some light on this I'd greatly appreciate it.

[Irfan_06]

Hi @GenXer81,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you had an issue with the PC hardware that was fixed by replacing the motherboard.

First of all, I am sorry for the inconvenience and the trouble you had to go through.

If the BIOS is updated to the latest version and if you are not having any issues. Your laptop is working perfectly fine and there is no way they can replace a different motherboard to your laptop based on the model.

For the warranty which was extended by the support team, takes 3 to 4 weeks to get it updated and you will be able to see that information on the HP support assistance once it is updated.

In case if it is not updated, you can use the case number which was provided earlier for reference as it will have everything documented about your calls made to HP and the issues related to your laptop.

Take care and have a great day ahead!

Irwin6

HP Support