My laptop, which is covered, is experiencing a hardware failure that's resulting in BSODs. I've spent an hour on their site trying to find a form to submit warranty claim and I can't find anything. When I finally did find a support form of some sort, I got an email back (in horrible English of course) saying that I submitted to the wrong place, and they just redirected me back to the main site. I can't even reply to that message because they closed the case and my emails automatically get rejected.

Any help? Thanks

I want to share my experience because HP isn’t just breaking promises, they’re giving two completely different stories to me and the Better Business Bureau (BBB).

I apologize it’s long, but I want to expose HP’s game of manipulation they are playing (with facts) and use my story to demonstrate to people how HP treats its customers and how they lie and twist their own warranty terms depending on who they’re talking to. Maybe others have experienced it, or haven’t made the connection yet, or just gave up from pure exhaustion. I hope this post somehow can help others too.

My Purchase:

I bought a new HP OmniDesk Desktop PC directly from HP on April 22, 2025. From the moment I first powered it on, it was defective. From freezing constantly, crashing, black screens, and later wouldn’t power on at all. And I have video of everything.

Over the next couple months, HP made me send it for three repairs, replacing nearly every major component (motherboard, CPU, RAM). Each time they said it was “extensively tested,” but when it came back the third time, it was completely dead on arrival and the case physically damaged with scratches everywhere.

When I tried to power it on, the power button just beeped with tones. The audio pattern represented code for bad RAM. The work order stated “Replaced RAM, Performed Extensive Testing”. Interesting.

HP Now Wants Me To Pay:

After 2 weeks of silence, ignoring multiple emails from me, HP finally emailed me saying my only options were:

A replacement of the exact same model that had already failed, or a partial refund of $533.24. Even though I paid $762.54. After all this, they felt entitled to keep $229 of my money for a brand new PC that never worked, and even HP proved they were incapable of fixing. And I’m being charged for this?

HP’s Excuse:

They claim I didn’t report the defect within the first 30 days of purchase, even though I explained we hadn’t even used it for personal life-issues during that time and it was still sealed new in box. I reported the defect immediately after the first use and realized there were issues. Regardless, this is a warranty issue, not a 30-day “changed my mind” return policy. So, I followed their warranty rules and requirements (3 repairs), for a couple months.

They used this 30-day return policy period as justification to retroactively deduct three months of “use” from my refund. They called this a “warranty conversion” and said it was based on removing 3 months from my 12-month “entitlement”.

Here’s the kicker:

In their email to me, the HP Supervisor wrote:

“As much as we would love to honor your request for a full refund, this is something we wouldn’t be able to honor as the issue was never reported within its first 30 days upon purchase. What we can do instead is buy the unit off your possession by converting the remaining warranty... remove 3 months off the 12-month entitlement.”

Then, a few days later, HP doubled down, sending me a screenshot of their 30-day return policy, and wrote:

“The photo below states that HP has a 30 days period just like all other Tech Company Organization. And also, the pro-ration or buying the unit within our customer possession is something an ‘Exemption’ will be considered to us outside of the Business rules/terms that I have shown you.”

So HP admitted in writing that this reduced refund was an “Exemption” tied to their retail return policy, not part of their actual warranty. HP frames the transaction as a “buy-back” exemption (outside of the rules), not as a warranty-based remedy.

But when the BBB got involved, HP told the BBB the opposite:

“HP must emphasize that our published Limited Warranty explicitly outlines HP’s remedies and limitations, including that refunds may be subject to reasonable adjustments reflecting product use and warranty term elapsed. The calculation customer referenced represents a standardized warranty conversion method applied consistently across HP’s warranty program and is not derived from HP’s retail return policy.”

Those two statements completely contradict each other and cannot be all true at once:

To me privately: The refund reduction is an exemption tied to HP’s retail return policy, outside its standard terms. Exemption = Outside of the rules.

To the BBB: The refund reduction is a standardized warranty conversion method that is not derived from HP’s retail return policy. Standardized = Part of the rules.

HP’s Published Warranty Text Does Not Support Either Explanation:

From HP’s own Terms of Sale and Limited Warranty & Support Guide (bold for emphasis):

“When we receive a valid warranty claim … HP will either repair the relevant defect or replace the product. If HP is unable to complete the repair or replace the product within a reasonable time, Customer will be entitled to a full refund upon the prompt return of the product to HP”

Not only does this state “a full refund”, there is no clause in HP’s published warranty authorizing any deduction for time used or “conversion” adjustment. In fact, here are other sentences contained within their warranty:

“Refund of your purchase price”.

“No change to the conditions of this HP Limited Warranty is valid unless it is made in writing and signed by an authorized representative of HP.”

Yes, HP will keep saying a refund is “their option”, but their posted warranty does not include any clause that explicitly authorizes HP to reduce the refund amount based on “product use” or “time elapsed.” And it does not include a formula or “warranty conversion method” granting HP discretion to prorate the refund against months used as HP stated to the BBB it was allowed to do. Seriously, what am I missing here?

The 24-Hour Ultimatum & Case Closure:

On October 13th, HP sent me another message giving me a 24 business hours ultimatum, to choose between an exact replacement or partial refund, saying:

“At this point, no reply, no acceptance of the proposed replacement or partial refund, or non-related response will be no longer entertained in the next 24 business hours.”

Less than 48 hours after this threat, I received an email stating HP closed my case.

But here’s what HP told the BBB after that (just yesterday, 10/17):

“Customer still has case open and is working with a supervisor currently toward a resolution.”

That’s completely false. Nobody from HP has ever called or emailed me again after the threat to accept their proposal choices or else they will not entertain another response from me.

This was proven when they closed the case within 48 hours later, which then I sent an email reply immediately after to the same case worker I've been emailing for months, and nobody from HP has contacted me one time ever since.

I actually opened a new case 2 days ago, via online chat, to force them to help me. I was told they would escalate this immediately, and I would be contacted with 24-48 hours. Another lie. That maximum time is over and it never happened. And for HP to tell the BBB, just yesterday, that myself and a supervisor are discussing a resolution, made my stomach turn. Absolutely false. HP took all options off the table for me.

HP also denied closing the case to the BBB. This is because they are playing a “shell-game” with numbers, creating an internal case ID, so HP can tell regulators the matter is “still open” while officially closing the customer-facing case number within 48 hours of their ultimatum. My customer-facing case number has been open since July. And it just coincidentally gets closed (email notice) within 48 hours of their threat?

This other internal case number, (that is not visible in my online account) remains open so they can make this statement to the BBB:

“HP continues to offer the remedies available under the limited warranty. At this time, HP’s final offer remains as previously communicated, a prorated refund of $533.24. Customer still has case open and is working with a supervisor currently towards a resolution.”

No mention of the ultimatum email to the BBB, or why they closed the original case number associated with this issue. What was the purpose of my 24 hour notice, if it wasn’t even true? It’s to invoke panic, anxiety and power over their customer to give up and give in. But HP has a backup plan, so if reported to an outside agency, it will appear they are being reasonable and making a “good faith effort”. But it is not true, and this deception is what I am trying to expose. Meanwhile, they’ve cut off my communication.

More Lies and Broken Promises: 1-Year Warranty Extension

HP also promised me, over the phone AND in writing, to give me a 1-year extended warranty for my trouble, as part this resolution. Later, they cut it down to 6 months with no explanation. They will not address it, no matter how many times I’ve brought it up through email or my BBB responses. My account still reflects only a 6-month extension. Here is a copy/paste from HP’s email to me:

“I just wanted to let you know that we're having minor issues with the extension of the warranty for a year. I also wanted to make another deal with you, instead of applying an extension of 365 days, can I instead do it for only 183 days which is half a year.”

Written proof they offered me a 1-year warranty, refuse to honor their word, and then changed it to another “deal” for only 6-months without my consent or agreement. They changed the warranty terms from my online account, to 6 additional months, no longer offering me the 1-year promised.

How is their “issues”, my problem? They make the rules, so they can’t blame the rules. They want to hold their customers to their strict policies, with no exceptions. So why can’t the customer hold them to their own words, with no exceptions?

My Summary:

HP:

• Failed three times to repair the same defect.

• Returned my PC damaged and dead.

• Applied an unknown “conversion” formula to short my refund.

• Gave me a 24-hour ultimatum, then closed my case.

• Stopped communication with me, will not reply to my emails or call back.

• Lied to the BBB saying I was still working with a supervisor.

• Broke a written promise to extend my warranty by 1 year.

• After all that, they still refuse to issue a full refund.

Here is HP’s summary to the BBB yesterday:

“HP respectfully disagrees with the characterization of both the facts and HP’s conduct. HP has made every reasonable effort to fulfill its warranty obligations, including multiple authorized repair attempts, shipment handling consistent with our standard procedures, and clear communication of warranty terms.

There is nothing “reasonable” about multiple FAILED repair attempts, nor is it reasonable the way HP has handled this case or my personal property, and I doubt I am the only one.

This isn’t just bad customer service, it is deceptive conduct.

I’ve filed complaints with the BBB and Illinois Attorney General. Unfortunately, the FTC complaint cannot be submitted and it will have to wait until the government shutdown ends.

Side note to be transparent: I have filed a dispute with Capital One. However, besides a provisional credit, the case is ongoing and I have not received a final outcome determination. So I am pursuing this directly at the same time without assuming Capital One will rule in my favor. Frankly at this point, I’d rather HP have to face this directly with me through legal channels, so they have to answer for their deception.

Also, I do still have the PC in my possession, but I have requested multiple times to HP, please send me a prepaid return label so I can ship the unit back. They will not respond or send a label. I’ll admit, my gut is getting a little concerned at this point, about what they will do once they have control of the PC. I have every reason not to trust them now. It’s very unsettling to be this worried about what HP might do out of spite.

I just wanted to buy a computer.

If you have any advice or if you’ve ever dealt with HP’s “support,” please share your story. The only way this changes is if enough people expose it. Thank you for the time you took to read this!

My headset arrived with a dead pixel smack dab in the center of my right eye. I was going to wait a few months to claim warranty since stock was low and I don't notice it really unless the environment is mildly bright. My brain tends to edit it out usually.

But now I've started getting what looks like crackly snow and white horizontal lines on the displays every few seconds. Not really playable, so time to warranty it.

But.. How do you?? I've got an hp account, my headset registered, can see all the info.. But there doesn't seem to be a way to actually make a warranty claim? Am I missing something totally obvious or am I supposed to go through Connection for warranty maybe? Thanks for your help, kind strangers!