HP Victus 15-fa1015np – Multiple critical failures after 2 failed repairs + screen damaged by servic

[rodrigofonseca]

Problem description: After TWO official repairs at HP authorized service (PCDiga Portugal) the laptop came back WORSE:

1. Dedicated RTX 4060 disappears from Device Manager (only Intel Iris Xe shows) – screenshots attached

2. VIDEO_MEMORY_MANAGEMENT_INTERNAL BSOD 0x0000010E (nvlddmkm.sys) – multiple Event Viewer logs

3. BIOS error – asks for code 021 every time Secure Boot is changed biosV19

4. After the last repair the screen now has: - Permanent white dot (top-right)

-acklight bleeding on the right side - Right bezel adhesive tape badly applied → light leaks through the side 

The service center clearly damaged the display during the last intervention.

I am now refusing any further repair and demanding full refund under Portuguese law (DL 84/2021 art. 5 – right to contract resolution after two failed repairs).

Any similar cases with Victus 15-fa1xxx + RTX 4060 Laptop? Has HP acknowledged the 0x0000010E + disappearing GPU as known hardware issue?

Photos of all defects attached.

As a consumer who trusted HP and PCDiga with my money, I feel completely disappointed and misled. In less than two years the laptop has been in official repair twice, I wasted weeks without it, paid shipping costs, and every time it came back with the same or new problems. As a university student in the middle of exam season, losing my main computer for so long has been extremely damaging – I missed deadlines and had to borrow equipment from friends. You made me lose irreplaceable time at the worst possible moment. I no longer have any trust in your brand or service. I just want my full refund and to move on.

Thank you

[Deep_World]

Hi @rodrigofonseca,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I’m sorry you’re going through this; I understand the concern and don’t worry I’ll help you with this. 

Thank you for clearly outlining your concerns and for providing documentation of the defects. Given the history of two unsuccessful repairs and the continued issue with the GPU  is fully noted .

I want to sincerely apologize for the inconvenience, stress, and time lost. Your case should have been handled better, and it’s clear that the repeated failures have caused real impact on both your work and your confidence in the product.

To ensure this is properly addressed, I am escalating your case to our higher-level support team for immediate review

Thank you again for your patience so far. We will make sure your situation receives the priority and seriousness it deserves. If you need anything else in the meantime, please let me know.

Kindly please share the below details in private:

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I hope this helps.

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Best regards,

Deep_World