Formal Complaint Regarding Omen Purchase and Unsatisfactory Support

[David_F3]

Dear HP Customer Relations Team,

How times have changed. I purchased my first Omen in 2017 and am very satisfied, which is why I decided to upgrade this year to a newer, more advanced model. Unfortunately, this has turned out to be a deeply disappointing experience.

On June 26, 2025, I purchased a new Omen for $2,037.82 and received it on July 14, 2025. From the very beginning, the computer had issues running programs that I have used reliably for many years. When I contacted HP for assistance, I was told I would need to purchase a support package—including a setup fee and a $14.95 monthly charge—simply to receive help. If they couldn't fix it, it would be rather hard for me to obtain a refund for the services provided. For a brand-new computer, especially one upgraded to near top specifications, this is unacceptable. If HP stands behind its products, customers should not be forced into additional paid support to fix issues out of the box.

Because I declined HP’s family package, I was directed to a third-party vendor, Tech Geeks, who charged me $129.99 for one year of service—despite being told it would cost about $100. HP later credited my account $107.00. However, that credit was applied back to HP rather than refunded to me. While I agreed to pay $2,037.82, HP issued a credit of $107.00 and $1,982.82—totaling $2,037.82—which essentially kept the funds without properly resolving my concerns.

To summarize:

• I paid $2,037.82 for a brand-new Omen.

• I was forced to pay a third-party $129.99 for technical support.

• HP credited $107.00, but that credit did not come back to me—it went back to HP.

• Despite replacing the first unit with a supposedly more advanced model, the new system still failed to perform the daily tasks I require for work.

Given these circumstances, I respectfully request that HP:

1. Reimburse me the $107.00 for part of the payment to Tech Geeks, or at minimum apply it directly back to me rather than to HP’s internal balance.

This experience has been frustrating, time-consuming, and far below the standard I expected from HP based on my past experience. Unless this matter is resolved promptly and fairly, I will have no choice but to end my relationship with HP and share my experience with others.

Sincerely,

David Franklin

Order #'s 

H364111082 & H364105058

[VikramTheGreat]

Hi @David_F3,

Welcome to the HP Support Community.

Thank you for your kind words. I truly appreciate your patience while working through this.
 

Just to clarify, support here in the HP Community is limited to troubleshooting steps when it comes to topics such as refunds, replacements, or order-specific details; we unfortunately don’t have visibility or tools to act directly. For that, we need to review your case through HP’s internal systems.
 

At the moment, we aren’t able to locate order details from the information shared in your post. If you already have a case number or service request ID from HP Support, please share that with us in a private message (not publicly here on the forum) so we can check on the status and make sure you get the right assistance.
 

We want to make sure this gets taken care of properly for you, and having that case reference will let us connect you with the right team quickly.

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

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 and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support