Warranty Repair Disaster

[Dlbomber1]

I own a HP Omen gaming laptop in which out of the blue the webcam stopped working. I purchased an extended warranty a year earlier so I was able to send my laptop in for the minor repair on 7/27/2022. The unit was received on 8/12/2022 with a estimated return on 8/17/2022.  I started receiving emails from service stating there was a delay due to not having a webcam on site.  That it had to be specially ordered. I received a few more delays and eventually I got notification that id receive the unit back on 8/27/2022.   Because of the delay I was unable to inspect the laptop until a few weeks later and once I did I saw that the webcam did work yet I saw the unit was missing screws to the chassis.  Another item of concern is I requested my battery be replaced as it was verified having a low recharge state. This was to be replaced under warranty.  I was notified by my recent repair shop that this was the original OEM battery which was still not holding a very long charge. The monitor would in turn randomly glitch and show various colors and eventually it started freezing and shutting down the laptop if I moved it.   I was unable to reply back to any of the correspondence emails as they all stated do not reply.  I went on the HP support page yet because my warranty happened to expire on 8/7/2022 I was unable to make contact with a live person.  I made contact on social media but all my efforts went into a endless whirlwind of who was responsible to take on my request.  I have grown agitated reading forums where this has occurred and have been searching for some way to get in touch with escalation to have them look into my matter. At this point my laptop no longer powers on and I am told it possibly due to an issue where the monitor was not attached properly.   I bit the dust and sent my laptop to a professional repair shop and they diagnosed my motherboard as nonresponsive and the monitor hinges screws were not secured and some others were missing. I have been told id have a call back and me being patient now am without my laptop.  Is there any professional support person who can escalate my issue to the right place?  This has gone from just a webcam replacement to a dead motherboard.  

Here is just one of my emails  I sent initially after receiving the laptop back from repair unknowingly that the HP.Support email is along the other 'no reply' emails.  


[content removed]  9/1/2022

I would like to know who to reach out to in regards to the warranty repair I had done on my HP Omen. I have had a few issues since getting it back and being it was out of warranty I had to get another location to look at the unit. Here are the things that I have found which has made me a bit upset and I would like something done about this.  My original request was in regards to my camera no longer working and the battery needing to be replaced.  When I received the unit I saw that the camera was now working which was a plus. Yet there has been an issue with the monitor that I assumed was software related.  I then noticed my battery was dying about the same as it did before so I have used it on the  power supply most of the time.  When I took it to the shop here is what was found . 

1 – The monitor was intermittently blinking on and off and sometimes going completely black because there was screws loose internally and a cable ribbon was being moved to where it would affect the screen.  The tech showed me where there were loose screws inside the chassis.  

2- The second issue is that the battery was never replaced. This is the original battery that came with the unit and was not replaced as it should have been during the warranty repair.  

I would like for someone to email or call me directly as this has driven me up the wall as I was thinking this was a software issue but in reality this was a bad camera/lcd replacement.  Please acknowledge that you have received my email.

**Please Help !! Any Professional legitimate HP representative are welcome to assist anytime!! **

[Rainbow23]

Hi @Dlbomber1,

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message works, Click Here to learn about it.

Take care and have a nice day.

[Dlbomber1]

I have not been contacted just yet. This is part of the issue, I get told this but no one creates a ticket, takes any notes so when i speak to someone it starts all over again and I keep getting passed from country to country, department to department etc....   This is how this has gone on so long.

No private messages still..

[Dlbomber1]

So I wanted to give some info on how HP handled this matter when I did get in touch with the HP Omen department.   Basically I spoke to a representative who had me explain my matter, I had to present evidence of my calls, emails etc of me trying to get someone to respond to my issue.  Once I submitted this via email the representative said this a very bad  experience for me and sent this to his supervisor for approval to bring the device back in for repair.  Once they looked over my proof they agreed with me and shipped out a box for me to ship the unit back. That if I got any pushback on the out of warranty repair they would override it considering the sitaution.  I sent the unit in the very end of May it was received officially June 2nd.  I got a email stating the unit was received and I should expect tracking on 6/7.  

A week passed June 6th went by without any ticket updates, phone calls nor tracking.  I called to inquire and I was told a case manager should be reaching out to me within 1-2 business days.  Another week and a half went by so I called again only to be told .."oh dont know why noone has called you, the repair team says" it was not economically worth fixing."  I said ok so what happens now..oh a case manager will call you within 1-2 days.  A week went by with no call, so I called again to reach out to the case manager. I was told by another rep, "oh, they said the damage was due to customer damage" . I requested for escalation and apparently a complaint ticket was opened.  Did I get a call....of course not. I called tonight spoke to the original rep who said if I got any pushback ......he said "ya I totally remember, I am getting you in touch with the Case manager now. I spoke to the case manager who apologized for taking so long to get back in touch with me, he then read over the ticket for the first time and I had to explain the details to him as well.  He agreed with the determination and said they do not make the model of your unit anymore I am looking up something equivalant in a refurbished unit.   After letting me know which unit they were going to replace it with and asked me to confirm that I was ok with it, he placed me on hold... 

The case manager came back on the phone said that because the repair unit deemed my laptop was "
not economically worth repair" and that they provided photos of a broken LCD, 3rd party SSD and HDD which voided any repair warranty. They also included what appeared to be a broken pin on the ribbon cable for the monitor. 

At this point I was thought I was in the twilight zone......I was furious because I know there was no broken nor damaged LCD , just the hinges with the missing screws I complained about originaly. I also knew having that the warranty is not voided because I have upgraded 3rd party devices. Especially when those items were there with the original warranty repair.  I even argued the fact and proved that the battery was not even replaced during that same warranty repair which led to them asking me....how would I know this....   I told the rep I have a print screen from my unit that clearly shows the battery serial and information which I obtained using the command line interface.  At this point I realized that I was fighting a losing battle on this phone call so I asked for the photos to be emailed to me as well as the determination sent from the repair team.  

 I am not going to let his go as I am long time HP customer and I trusted that the warranty repair would resolve the only issue I had with my little webcam which led to a dead motherboard, now apparently a broken LCD and then teased with a replacement only to get blamed for the very issue I complained about and ticket closed. So, if there are any Executive representatives reading this or someone who would like to forward this to someone who wants to provide true customer service and resolve this professionally.