Future.com, Beijing, December 19 (Reporter Wang Junwei) On the morning of the 18th, the official Weibo of the "HP Genie Alliance" announced that it will provide free maintenance for some products with black screens on Shadow Phantom 9 computers purchased before September 1, 2023, and the warranty period will be recalculated from the date of completion of the maintenance service. This announcement has caused widespread heated discussions once it was released. (Exposure email: rcaijing@163.)com News**: 010-56793767).
Screenshot of the announcement released on the official Weibo of the HP Genie Alliance.
Official: admit the "black screen" problem, and overhaul and extend the warranty for some users free of charge.
The HP gaming notebook Shadow Phantom 9, which has only been on the market for 8 months and focuses on performance, was once rated as the "True Fragrance Machine of the Year" by netizens in the circle, but it quickly fell off the "altar" due to the "Black Screen Door" incident. Since then, in the face of feedback from large-scale black-screen users, the silent attitude of HP in China (hereinafter referred to as "HP") has also hurt the hearts of users.
On the 18th, the official Weibo of the "HP Genie Alliance" issued an announcement in response to the "Black Screen Door" incident, saying: Recently, it has been noted that some users who purchased Shadow Elf 9 gaming laptops before September 1, 2023 have reported that there may be intermittent or continuous screen no display problems in use. To this end, Hewlett-Packard will provide free maintenance services for relevant users.
According to HP, users will receive a notification from us and can schedule a free service according to the prompts. The warranty period of the equipment will be recalculated from the date of completion of the overhaul service. Please contact the customer service team through the official WeChat of "HP Service" *** or call HP after-sales service to sign up for the free maintenance service.
Hewlett-Packard said that as a game brand of HP computers, Shadow Elf has been attracting the attention and love of consumers since it was launched in 2015. Always put product quality and user experience first to ensure consumer satisfaction. The existing Shadow Elf products have been fully upgraded, please feel free to buy.
After the above announcement was released, some users lamented that it has been several months since the HP Shadow Phantom 9 black screen problem occurred, and they finally waited for HP's official response. However, some users said that HP officially seemed to publicly admit the problem of the black screen of the OMEN 9 series, but the solution given was perfunctory and did not have any sincerity at all.
Users: The announcement avoided the important and trivialized, and did not receive the free maintenance notice.
Mr. Peng, a consumer in Guangshui City, Hubei Province, told a reporter from Future.com that he was the first batch of users of Shadow Phantom 9 and had also encountered the problem of black screen before. He believes that the HP Shadow Phantom 9 series large-scale black screen problem is a product design flaw, and HP issued an announcement to avoid the important and perfunctory product problems, and did not explain to users at all "the root cause of the black screen failure", "whether the black screen failure can be completely solved after maintenance", "the specific coverage of the free maintenance service" and other issues.
Mr. Peng said that he had not received any notice from Hewlett-Packard. The reporter defended his rights in a number of HP Shadow Elves 9** Now, many users who have encountered black screens have also said that they have not received the free maintenance notice issued by HP.
However, when Mr. Peng filled in the relevant information and applied for free maintenance services from Hewlett-Packard, a notification popped up that "the serial number you entered is not within the scope of free maintenance, please rest assured to use your equipment", which surprised him. He said that the maintenance service is not for all users who purchased HP Shadow Phantom 9 before September 1, so what conditions need to be met to meet HP requirements?
The user's application for free maintenance was rejected by the complainant.
Some users also told reporters that in the above announcement, HP said that "the existing Shadow Elf products have been fully upgraded, please rest assured to buy", but the specific upgrades to the product did not make a specific explanation.
Since the announcement of the official Weibo of the "HP Genie Alliance", it has aroused heated discussions among many industry** and netizens on social platforms. A user from Zhenjiang, Jiangsu Province commented, "The black screen elf, avoid the important and light, after September, the black screen will still be black." A user in Qingdao, Shandong Province mentioned, "OMEN Phantom 9's black screen is a serious quality problem, and the root cause is a flaw in the hardware design of the motherboard. The so-called free maintenance is only a symptomatic act. ”
Some netizens in Maoming, Guangdong Province said in the comment area that the newly bought Battlefield 99 also often has a black screen. What's even more surprising is that a netizen in Chengdu, Sichuan Province broke the news, "Purchase more than 80W computers a year, don't touch HP below 1W, there is a department with 30 units and 66, and 29 are repaired in a year."
Screenshot of the comment area.
Previously, Future.com investigated and reported on the HP Shadow Wizard 9 "Black Screen Door" incident. Due to the sharp increase in the number of users who have encountered the black screen problem and the large number of users who need to replace the motherboard, HP after-sales staff have said that the accessories are urgent, and the user maintenance schedule has reached 2024.
In the face of a flood of user complaints, on the eve of the "Double Eleven" shopping festival, HP officially released on a live broadcast e-commerce platform, saying that "the black screen problem occurred due to the failure of the MB cable", and then quickly removed the **.
On December 18th, the official Weibo of the "HP Elf Alliance" announced that some of the Shadow Elf 9 laptops that encountered the black screen problem were overhauled and extended for free, and a series of operations made fans feel cold.
Which products are within the scope of this free overhaul?What causes the OMEN 9 black screen issue?Can the overhaul completely solve the problem of the black screen of the user's computer?With the user's questions, the Future.com reporter contacted the relevant departments of HP and the staff of the public relations department, but did not receive any reply as of press time.
Future.com will continue to pay attention to this incident.