HP Victus 16 Keyboard Issue

[Nemish_Laddad]

Hey everyone, 

My laptop keyboard has a manufacturing defect and HP is unwilling to resolve it for me. Someone purchased the laptop from the US, as a gift for me, and when it finally came to India and I opened it, some keys were damaged. I went through the customer care process in both the US and India, but the resolution was that I have to fly it back to the US to get it resolved after 2 months of communications. A technician did confirm that it was a manufacturing defect and would need replacement, but a keyboard import would cost a lot of money for HP.

Unfortunately, HP's ecosystem (despite a case number) does not even allow for information sharing, so this means that I have to take hours to explain to each service agent what the issue is, and the case history. I am tired of so much following up, and honestly my only fault was trusting HP's Global Warranty claims. Is there any way out of this? I am fed up ofI have stayed on chat for 4.5 hours, only for the technician to tell me that they have no resolution for me. 

[VikramTheGreat]

Hi @Nemish_Laddad,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I completely understand how frustrating and disappointing this situation has been, especially when you received your Victus laptop as a gift and found that some keys were damaged right out of the box. We truly appreciate your patience and the effort you’ve put into trying to resolve this.

Please allow me to clarify how HP’s global warranty coverage works. HP offers global limited warranty support, but actual repair service depends on part availability and local regulatory conditions in the country where service is requested. In some cases, especially with newer or region-specific models, certain replacement parts (like keyboards with specific layouts or designs) may not be stocked or supported outside the original purchase region. That’s likely why the local HP India service team advised returning the unit to the U.S. for repair.

That said, we don’t want to leave you without help. If you could please share your existing case number (in a private message, not publicly), we can review your service history and see what options might still be possible, including checking if the required part could be sourced locally, only if possible.

We sincerely regret the inconvenience caused and truly value your patience. We’ll do everything we can to make sure your concern is fully reviewed and that you get the right assistance.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat