Refund for Defective HP PC

[LucasFerret2010]

Dear Sir/Madam,

On February 15th, 2025, I purchased a Victus by HP 15L Gaming Desktop TG02-0110nl (9V3N1EA), which immediately started showing serious technical issues, specifically frequent blue screen errors followed by sudden system restarts.

I attempted to solve the issue myself by reinstalling the operating system and drivers multiple times, but without success. On March 19th, I opened the first DOA case with HP. The technician who contacted me had me perform several checks over the course of several days. Following their advice, I sent the PC to the repair center. After about two weeks, the device was returned with the motherboard and processor replaced, but the issue reappeared after just a few days.

I then opened a second DOA case. Once again, I repeated all the previously performed tests and updated the NVIDIA graphics card drivers. The PC worked for about a week, then the issue came back. Upon request from support, I sent the PC back to the repair center, but the package was lost by the courier.

After over a month of waiting, I received a replacement PC identical to the original. After two days of use, despite having all drivers fully updated, the same issue occurred again.

As of today, after 5 months, I am still without a properly functioning PC. I contacted HP's customer support to request a refund, but I was told I am not entitled to one because too much time has passed. I also sent an email, but received no reply.

I am extremely disappointed and frustrated by this situation, and I kindly ask for guidance on how to proceed to obtain a refund or a final resolution.

Thank you in advance for your attention.

Best regards,
Fabio Ferretti

[Kuroi_Kenshi]

Hi @LucasFerret2010.

Welcome to the HP Support Community! 

Thank you so much for sharing all these details. I truly understand how frustrating and disappointing this experience has been for you. I’m really sorry for all the inconvenience caused.

To help you further and check this thoroughly, could you please share the case ID(s) you received for the DOA requests and any repair or replacement cases? This will help me look into your situation more quickly.

Once I have this information, I’ll do my best to support you in resolving this as soon as possible.

Looking forward to your reply!

Best regards,

[LucasFerret2010]

(edited)

A consideration:
All the tests and repairs have been useless, since the new PC that was sent to me due to the loss by UPS shows the exact same defect as the previous one.
This leads me to believe that the issue is related to a compatibility problem between the various components, not a faulty part.
For this reason, I have requested a refund.

Kind regards,
Fabio Ferretti

[Garp_senchau]

Hey @LucasFerret2010,

Thank you for your response

My colleague @Kuroi_Kenshi is currently out, but don't worry – I’ll be taking over and making sure we get this sorted for you.

Based on the case IDs you provided, here’s what I see in the notes:

Firstly, a replacement unit was sent to you on 26/6/2025. Could you let me know if you’re still experiencing any issues with the unit?

Additionally, it appears the case has been escalated to a higher level for further review. I recommend waiting for their update, as they’ll be able to provide the most suitable resolution for you.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[LucasFerret2010]

The replacement unit has the same defect as the previous one, which is why I doubt the issue can be resolved, and why I am requesting a refund or a replacement with a different PC.

[Kuroi_Kenshi]

Hi @LucasFerret2010,

Thank you so much for your update. 

I truly understand how frustrating this has been for you, especially since the replacement unit is showing the same defect.

Could you please confirm if an HP representative has already reached out to you directly regarding the escalation of your case?

If yes, I strongly recommend replying back to that representative and sharing this update about the repeated issue, they’re the best point of contact to discuss your refund or a different replacement model.

If not, please let me know right away, I’m here to make sure you’re not left alone in this. I’ll keep monitoring this with you and help you push this forward until you have a resolution that works for you.

Please keep me posted on what they say, and if anything remains unresolved, you can always reach out to me here anytime. I’m right here to assist you!

Best regards,

[LucasFerret2010]

Thank you for your support. Yesterday, July 8th, I was contacted by technical support, who had me update the SSD drivers. After doing that, the computer still shows the same issue. It restarted three times within an hour. Today, they will contact me to ask if the problem was resolved after the update. I hope the testing doesn’t go on for much longer, as I’m having to take time away from work to follow up with support. I’ll keep you updated on what happens.

Best regards.