HP Victus Replacement Delayed for Weeks – No Tracking, No Updates

[RA2217]

Hello,

I am posting here because my replacement HP Victus 15 (approved under global warranty) has been delayed for several weeks with no clear updates, and phone support has been unable to assist me.

Summary of the situation:

• My original HP Victus 15 became unusable due to repeated black screen and CMOS errors.

• HP repair confirmed that the required motherboard part was not available in the UK/EMEA region.

• Case was escalated to the Customer Relations Team (CRT).

• HP approved a full replacement and confirmed that the new unit had been “shipped” via DHL.

• However, I have not received any tracking number, any DHL contact, or any delivery update.

• After weeks of delays, CRT informed me that the shipment was held due to “missing customs documentation,” which they say is now resolved.

• Despite this, I still have no tracking number or confirmed delivery date.

I have tried calling HP phone support, but they cannot access CRT or logistics updates, and the calls often get disconnected or looped back without help.

At this stage, I have been without a working laptop for over six weeks, and my replacement is still in limbo with no concrete status.

What I need help with:

• A real update from HP on the current shipping status

• Confirmation of the DHL tracking number

• A verified delivery timeframe

• Escalation to the appropriate team if needed

I have all emails and case records available, and I am happy to provide any further information needed.

Thank you in advance — I appreciate any assistance from moderators or escalation teams who can help resolve this.

[Hawks_Eye]

Hi @RA2217 

Welcome to the HP Support Community! Thanks for posting your query! 

I truly understand how discouraging it must feel to be waiting week after week without a working laptop, especially after being told the replacement was already shipped. 

The silence and lack of tracking details can feel like being left in the dark, and I’m very sorry for the stress and disruption this has caused you. 

You’ve already shown great patience and diligence by keeping records and following up, and that effort deserves a clear resolution.

To move this forward, could you please share your case reference number in private message? 

Once we have the reference, we’ll be able to escalate internally and provide you with the clarity you’ve been waiting for.

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

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.