Hello HP Support Team

[Denis116]

Hello HP Support Team,

I have recently purchased an HP OMEN 16 laptop and I am experiencing a hardware issue with the keyboard.

The problem is that the keys **W, A, S, D, Q, E, F, R** do not respond individually in Windows or Safe Mode, and instead when I press the **DELETE** key, it outputs the characters “wasdrfeq” and deletes text. I have confirmed that this issue persists even in **BIOS**, and it is **not caused by any software or settings**. I have also tested with an external USB keyboard, which works normally.

I have not made any permanent modifications to the device, and the issue appears to be a hardware/controller fault with the internal keyboard.

Please assist with initiating a **warranty repair or replacement** for this keyboard fault.

Product model: HP OMEN 16
Serial number: [YOUR SERIAL HERE]
Date of purchase: [YOUR PURCHASE DATE HERE]
Place of purchase: MediaMarkt Germany

Attached:
– Proof of purchase (invoice)
– Photos of the laptop label (with serial number visible)

Thank you,
[Your Full Name]
[Your Contact Email]

[Venom21]

Check your purchase date against MediaMarkt's return window (typically 14-30 days from invoice). If still within it, contact them first for a straightforward replacement, provide the invoice and describe the BIOS-confirmed hardware fault.

If it's out of replacement window then you can use warrenty. Use official HP support page and contact hp customer care in your region via chat or phone support. After you provide the info, they will start a free repair/replacement claim, HP usually arranges pickup. 

To contact them, scroll down this page, expand the 'Support' section, click 'Support,' and select "Contact an HP agent for support" on the next page.