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roy_battyFlag for United Kingdom of Great Britain and Northern Ireland

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Display port monitor not working with HDMI laptop

I have provided a customer with a new HP laptop with HDMI port and a monitor which has a VGA and a Display Port connection.

I also sent a HDMI to Display Port cable.

They cannot get the monitor working. They had a HP engineer out to it and he said the monitor wasnt compatible with the laptop. 

What are your thoughts on this?

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Or why not just get an HDMI to VGA adapter. That should also work. Maybe first test the monitor on another PC, possibly that isn't working either, or maybe you just need to make sure the correct input is selected on the Monitor. I'd probably go to the customer personally, to my ears "The monitor isn't compatible with the Laptop" sounds pretty suspect, I doubt that "HP Engineer" knew much of what he was talking about...
The cable you bought is display port to HDMI. Not the HDMI to display port.

The following could help explain the difference.

As others pointed out a HDMI TO VGA is likely the more affordable
HDMI TO VGA will result in a sever loss of image quality and not all higher resolutions are supported.

The professional solution is to avoid adapters. Change the monitor, replace it with one supporting HDMI. Or use a docking station.
You've supplied them with a passive DisplayPort to HDMI cable (that's one way), get an active HDMI to DisplayPort cable instead
Here's an example
You need an active adapter to go from HDMI to DisplayPort (DP).  DP has a much higher bandwidth and needs to be upscaled.  You can't just reverse a cable and go from lower bandwidth to higher bandwidth.  Most adapters going from DP to HDMI are passive adapters and can't be reversed to upscale to a normal DP.  If the monitor supports DP++, then you can use a passive adapter, because it will accept the lower bandwidth HDMI. If your monitor does not support DP++, then you need an active adapter.
Model number of laptop and monitor would help.
Do they have a docking station? I would see if it's the docking station or leverage and provide a dock that's compatible with the laptop. Or perhaps its an issue with the dock firmware not being current.
Are the cables VGA, etc. adapter brand new or used/had previous owners?  I would provide new ones.
It could be the monitor is just defective even if its new not necessarily incompatible that sounds odd. Do they happen to have another system at home or one to test the monitor with?
Have you verified their display settings? Is the laptop lid closed or open, and is it set up to extend the display?
Is that laptop's drivers and manufacturer updates complete and W10? Is the monitor driver fine, no errors in the device manager?