Escalation Request – Extended Warranty Delay and Loaner Laptop Issue (Case #BXFT472101 | Serial CND4

[VIKTUS19]

I am writing to formally request immediate management-level review and resolution of my ongoing HP Care Pack warranty case.

Product: HP Victus 16.1" Gaming Laptop
Serial Number: Removed
Case Number: Removed
Warranty: HP Care Pack Extended Warranty

My laptop’s display failed shortly after one year of ownership, and the issue was reported to HP Support in September 2025. I was advised that the repair would not be completed until sometime in November 2025, which is an unreasonable delay given that I have an active extended Care Pack warranty.

HP did initially send a loaner laptop, but that loaner was non-functional upon arrival. I immediately returned it and requested a replacement loaner that works, but my repeated requests have been denied by customer service representatives, leaving me without any working computer for essential daily needs.

I am requesting urgent management escalation and one of the following resolutions:

1. Immediate shipment of a working loaner laptop, or

2. A replacement unit under the Care Pack terms if HP cannot provide timely repair service.

I have been cooperative and patient throughout this process, but the extended delay and lack of proper support are unacceptable under HP’s Care Pack agreement.

Please escalate this case to a senior manager or case resolution specialist.

Any Help on this matter would be appreciated as i have gotten no where and customer support has decided to stop helping me 

Shane A. 
HP Victus 16.1" Laptop Owner
Case # Removed | Serial Removed

912-200-0340 

[Kuroi_Kenshi]

Hi @VIKTUS19,

Thanks for reaching out to the HP Support Community!

I understand your concern regarding the extended warranty delay and the loaner laptop issue. However, please cross-check the case number you’ve shared — HP case numbers contain only numerical values, and the one you’ve mentioned appears to have letters as well. Kindly verify and share the correct case number so we can review it further.

Also, for your privacy and security, please avoid sharing personal information such as serial numbers or case details in public posts. You may share these details safely with an HP moderator or support agent via private message once requested.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community
 

We’ll be happy to assist you further once we have the correct information.

We're looking forward to helping you get back up and running! 

Best regards,