Victus motherboard problem

[Masa25]

Dear HP Customer Service,

I am writing to express my deep dissatisfaction with the handling of my recent case involving my HP Victus Omen gaming laptop. Despite repeated attempts to resolve my issue through your customer service channels, I have received no assistance whatsoever, which has caused significant disruptions in my academic life.

I purchased the HP Victus Omen gaming laptop two years ago with the expectation that it would last at least five years, given its high specifications and intended purpose. However, the motherboard has recently failed without any explanation from your authorized service center, indicating that this issue is not due to any misuse on my part. Moreover, I have found several complaints on the HP support forum from other customers experiencing the exact same issue, suggesting a potential defect in this model.

As an architecture student, the timing of this failure was particularly detrimental. With only five days left for a major submission, I urgently contacted HP customer service on Monday to open a case. I was assured that due to my situation, as a student facing an unexpected hardware failure, I would "most probably" receive an exception to have my laptop repaired. Despite stressing the urgency, I was told I would receive a response by the end of the day. When no response came, I followed up on Tuesday and received the same assurance, yet no action was taken.

I finally received a response on Thursday, which rejected my case without any clear reason, despite initial indications that an exception would likely be made. The rejection was eventually attributed to the fact that I purchased the laptop in Qatar, which I find unacceptable given that HP is an international brand and should uphold consistent support standards globally. This miscommunication and delay forced me to miss my project deadline, resulting in failing the course.

Attached is a screenshot of the rejection notice. The handling of my case has been highly unprofessional, and the lack of support from your staff has been extremely disappointing. I had previously used a MacBook for six years without issues, and it is still functioning, whereas the HP laptop failed within two years. This is unacceptable, especially for a product marketed as a high-quality gaming laptop.

In light of these circumstances, I am requesting that HP reopen my case and either extend my warranty or provide an exception to repair my laptop at no additional cost. This issue is evidently not an isolated incident, and given the impact on my academic progress, I believe it is only fair for HP to rectify this situation.

I look forward to your prompt response and resolution to this matter.

has anyone else had this issue