Extremely Disappointed with HP Victus – Over a Month of Troubles, No Resolution (Case ID: Edited)

[Anshul_Goel]

I am writing this out of sheer frustration after more than a month of dealing with HP support, with no resolution to date.

Purchased an HP Victus laptop on 25th July 2025 for ₹80,000.

From day one, the system has been lagging, freezing, and showing 60–70% memory usage even with basic tasks (Excel, Busy accounting software, Chrome).

Case first registered on 2nd August 2025 (ID: Edited), later moved to Edited.

Since then:

Multiple remote sessions, diagnostics, and video submissions.

An engineer visit, where he acknowledged in front of me that the laptop was running very slow and ran diagnostics — with no improvement.

The service centre report itself admits the system is still lagging, but bizarrely concludes “no issue found.”

Despite all this, my request for DOA/replacement has been denied with no valid explanation.

The engineer is now repeatedly messaging me, telling me to “install Windows yourself with the recovery tool” — shifting responsibility back to me, after HP’s own teams already acknowledged the problem.

This is not the support experience I expected from HP. I have been extremely patient and cooperative for more than a month, but my productivity has suffered daily, and I feel my trust in HP is broken.

How can a premium Victus laptop that should easily handle heavy workloads fail at basic tasks, while a lower-configuration Lenovo in my office runs the same workload smoothly?

I request that HP leadership and moderators here urgently intervene in this case. After all the troubleshooting already done, this is clearly a hardware-level defect and should be resolved under DOA/replacement without further delay.

Case IDs: Edited

Purchase Date: 25 July 2025

[Kuroi_Kenshi]

Hi @Anshul_Goel,

Welcome to the HP Support Community!

I understand how frustrating this has been for you, especially after already going through multiple rounds of troubleshooting. To help escalate this further, could you please confirm where you purchased the HP Victus laptop from (e.g., HP online store, authorized retailer, or another platform)? This information will be important for validating the DOA/replacement process.

Best regards,

[Anshul_Goel]

Hello,

I purchased the laptop offline from an HP exclusive store (HP WORLD) in Delhi NCR on 25th July 2025 and raised the issue on 02 Aug 2025.

[Anshul_Goel]

I have to call out how poorly HP has handled this case.

• Laptop purchased: 25th July 2025

• Issue reported: 2nd August 2025 (Case ID: 5146719154, later changed to 5147571778) — well within DOA period.

• Since then, my case has been pushed from one manager to another – service team → floor supervisor Aarthi → Rama Krishna → now Ali. Every time, I am told something new, but no resolution.

• I have gone through multiple online sessions, two engineer visits, countless emails, and even shared problem videos. Both engineers confirmed the unit is not running normally.

• Now HP claims the unit is “out of DOA” just because their own delays dragged it out. This is unacceptable.

Let me be clear: the problem started within 7 days of purchase. I did my part as a customer by reporting it immediately. If HP takes weeks to bounce the case around without fixing it, the customer should not be punished for HP’s inefficiency.

This is a brand-new system with a clear manufacturing defect. Suggesting part replacements on a machine that was faulty from day one is not acceptable. A DOA replacement is the only fair resolution.

HP’s approach here feels like dodging responsibility instead of supporting the customer. I urge HP to take this case seriously and provide a replacement immediately. The current handling is damaging customer trust.

[Anshul_Goel]

The worst part is how the case is being handled:

• On calls, Mr. Ali (current case manager) admits the issue is not a software problem, agrees that multiple teams have tried and failed, and even says my case is escalated for DOA approval.

• But on emails, he contradicts himself and simply replies that “the team said so” or that it is “out of DOA period,” without any technical reasoning.

• He himself has admitted that he is new and has no technical knowledge, which clearly shows why he cannot justify decisions being taken.

• My repeated request for a new case manager has not been addressed.

Now HP is denying DOA by citing that the 14-day period is over. But let me be very clear:
👉 I reported the issue within the DOA period (7 days after purchase).
👉 The delays are entirely from HP’s side – multiple support sessions, engineer visits, escalations – all dragged out without resolution.
👉 If HP delays support and then uses that delay against the customer, how is that fair or ethical?

I have been extremely patient, cooperative, and transparent throughout. But my trust in HP is being broken because instead of owning up to a clear hardware/manufacturing defect, HP is passing the case from one hand to another and then simply dismissing DOA requests with no justification.

This is not the customer service I expected when investing ₹80000 in a premium HP system. I am still requesting a full unit replacement under DOA – not part replacement, as this is a brand-new unit that has never worked properly since day one.

HP, please resolve this matter responsibly.