On March 15th, reports surfaced from numerous users of HP's Omen 9 laptops, priced around 8,000 CNY, experiencing repeated incidents of black screens and crashes, leading to widespread criticism of the company's response.
According to domestic media reports, some customers seeking refunds for the black screen issue were asked by HP to sign a non-disclosure agreement, while many others were denied refunds or exchanges.
Launched in April 2023, the HP Omen 9 series is still under warranty. However, many users have reported persistent black screen issues months after purchase, even after undergoing repairs.
On December 18th last year, the official Weibo account for "HP Omen Alliance" announced: "Recently, we have noted that some users who purchased the Omen 9 gaming laptops before September 1, 2023, have reported intermittent or persistent display issues. In response, we are offering free inspection and repair services to affected users."
The announcement did not specify the cause of the display issues, whether repairs would permanently fix the problem, or which customers would be eligible for the free service.
Legal experts advise consumers to keep purchase receipts, communication records with the seller, and repair documents. If the seller violates the "three guarantees" policy and cannot resolve the issue through negotiation, consumers should seek protection through complaints to consumer associations or legal action.
