Defective Service Repair

[maserattico07]

I am writing to report a recurring critical power fault with my HP Victus laptop and to request immediate assistance from HP Support for a full refund or unit replacement.

Service History & Context:

• July 13, 2026: The device was submitted to HP Authorized Service (BDH Bilişim) due to Hall sensor and sudden power failure issues.

• July 14 – 21, 2026: The unit remained in repair under Job Sheet / Case No: 5162045202 . The service report indicated a motherboard repair was performed.

• July 23, 2026: The laptop was returned to me.

• July 25, 2026: Standard warranty period expired 

Incident Chronology & Issue Recurrence:

Despite the recent motherboard repair, the exact same power drop and sleep lock failure has occurred twice in the past 3 to 4 days.

1. Sudden Power Cut Under Normal Usage: While operating normally on a 100% full battery, launching a standard web browser caused the laptop to completely drop power instantaneously.

2. Failure to Boot & Unresponsive State: The laptop failed to power back on. Standard troubleshooting steps were performed, including hard reset (40-second power button press), static discharge routines, and BIOS Recovery key combinations (Win + V and Win + B). While the screen flickered momentarily during these attempts, the system remained locked in a non-bootable state.

3. Background Freeze / Active Power Rail: Even though the laptop appeared completely dead/shut down, the system remained stuck in a deep background sleep lock. My Bluetooth headphones remained actively connected to the laptop throughout this dead state, proving that the motherboard power rails were still drawing power while frozen.

4. CMOS Reset (502) Triggered by Physical Battery Disconnection: The system only recovered after I removed the back cover and physically disconnected the main battery connector. Unplugging the battery instantly dropped the Bluetooth connection and cleared the static/EC lock. Upon reconnecting the battery and pressing the power button, the laptop finally booted, displaying the "The CMOS checksum is invalid / CMOS Reset (502)" screen.

Current Situation & Formal Request:

It is clear that the motherboard repair completed on July 21 under case no 5162045202  was an insufficient or temporary workaround rather than a permanent fix. The hardware failure persists in the power delivery / Hall sensor / EC (Embedded Controller) circuit.

Given that:

1. The failure recurred within just 12 days of receiving the device back from service,

2. The days spent in repair legally extend the original warranty period beyond July 25, and

3. A failed official repair constitutes non-conformity / defective service under consumer protection regulations,

I do not accept further piecemeal board-level repair attempts. I formally request an escalation of my case (WO-035119538) for either a full refund or a product replacement (unit exchange).