HP Omen Laptop - could this be classed as a fault?

BrokenLaptopHelp

I purchased a HP Omen gaming laptop in November 2017. The laptop has only ever been used to play games like Minecraft and Sims alongside basic homework tasks.

In April 2018 (5 months later), I contacted HP as the battery was no longer charging - when the charger was plugged in, it would start then stop charging. The charger itself appeared fine.

I was sent a new charger free of charge as it was still under warranty. The laptop wasn’t used for a couple of weeks, although then seemed to work fine.

Fast forward to this week and the battery again will not charge at all. As soon as the charger is unplugged, the laptop switches off completely.

I ran diagnostics and it appears the issue is with the battery - it needs to be replaced.

I’m also getting a system error upon startup about and CMOS / BIOS. I rang HP customer services and they agreed it needs a repair to the battery.

They want to charge me £300 :eek: They won’t sell the battery separately and I wouldn’t know how to replace it anyway.

I complained using their ‘feedback’ form (I was told they don’t have a complaints department) and I just got a response back saying they are sorry and will take my comments on board?!

I’ve pointed out that as the issue first occurred within the first six months and now the laptop is not fit for purpose due to the SAME issue, then it suggests the laptop was faulty in the first place.

The laptop was bought brand new from Curry’s and was £1000 at time of sale. Surely it should last longer than two years ?!

HP aren’t interested but I am not happy :mad: Can someone help with what I can do next?

:beer:

unholyangel

Have you spoke to currys at all, the party you entered into the legally binding agreement with and who your rights are against? What are they saying?

BrokenLaptopHelp

I was told to contact the manufacturer as it’s now out of warranty.

Should I try Curry’s? Will it make a difference that the first issue was reported directly to HP rather than Currys?

Ectophile

How are you going to show it's the same issue, not a completely different one? The last one was apparently the charger, and it's now the battery.


On any goods over 6 months old, if the retailer is won't help, then it's up to you to show that they had an inherent fault at the time the goods were sold to you. That requires an expert report of some kind.

unholyangel

I would normally suggest contacting the retailer and highlighting you believe it to be an inherent fault and highlighting its in excellent condition (assuming it is - I tend to look after my stuff but I know not everyone does) and that it may be cheaper to have their contacts examine it than you get an independent report (which they would be liable for the cost of, if it finds in your favour) but Currys already offer this as an option I believe for £90 or there about.

Unless maybe its only on certain appliances but still, as your rights are against the party who sold it, it would be wise to at least speak to them enough to determine what their bottom line response is.

peter_the_piper

Plenty of HP omen batteries online.

motorguy

A battery in a laptop is a consumable item.

Two years seems about right for an ultrabook (and thus smaller, lighter) laptop battery.

I'd an HP envy for 3 years and had to put a new battery in it after two.

davidmcn

BrokenLaptopHelp wrote: »

They won’t sell the battery separately and I wouldn’t know how to replace it anyway.

Even after looking at the idiots' guide HP have on their website?

ToxicWomble

Always running a laptop whilst it’s permanently plugged into the mains is a surefire way to kill the battery- if that’s what has been done
If not, as above, reasonably easy to source and fit a replacement yourself

Jumblebumble

ToxicWomble wrote: »

Always running a laptop whilst it’s permanently plugged into the mains is a surefire way to kill the battery- if that’s what has been done
If not, as above, reasonably easy to source and fit a replacement yourself

Could you provide any credible source that a decent business class 2019 laptop will exhibit this behaviour.
If you look at a laptop battery you will see it has more than 2 connections
Can you let us have your guess as to why they are there and what they do?
If you were correct then manufacturers would not sell docking stations.

motorguy

ToxicWomble wrote: »

Always running a laptop whilst it’s permanently plugged into the mains is a surefire way to kill the battery- if that’s what has been done
If not, as above, reasonably easy to source and fit a replacement yourself

I disagree with this. A battery is a consumable item and it'll go over time anyway, particularly on consumer type laptops, rather than business quality ones.