Motherboard replacement

[vpnvpn]

Dear HP Support / Community,

I am experiencing a serious issue with my HP Victus Gaming Laptop (Model: 15-fb0012AX, Serial Number: [edited]), which is currently non-functional due to a dead motherboard.

I visited a nearby authorized HP service center for diagnosis, and they confirmed that the motherboard needs to be replaced. However, I have concerns about the repair process, as the service center staff did not appear technically confident or professional. Given the cost and sensitivity of the replacement, I want to ensure I am protected as a customer.

Therefore, before submitting my laptop for repair, I request the following in writing:

1. A formal acknowledgment of the current condition of my device at the time of submission.

2. Confirmation that if any physical or internal damage occurs during the repair or replacement, HP/service center will bear the entire cost and I will not be held liable.

3. Details of the part(s) being replaced, and whether the original motherboard will be returned to me or retained by the center.

4. Documentation of the serial numbers and condition of internal components, if applicable.

I kindly ask HP to either authorize the service center to provide such documentation or provide me with an official communication ensuring the safety and accountability of the repair process.

Thank you for your support. Looking forward to a prompt and customer-focused response.

[Max3Aj]

@vpnvpn, Welcome to HP Support Community. 

Thank you for reaching out to the HP Community, and we truly understand your concerns regarding the repair process for your HP Victus Gaming Laptop (15-fb0012AX).
 

We’d like to assure you that HP values your trust and takes utmost care in handling repairs, especially those involving critical components like the motherboard.

To address your queries:

Documentation for Peace of Mind:
If you'd like, you are welcome to take detailed photographs or videos of your laptop (including the exterior and internal components, if accessible) at the time of submission to the authorized HP service center. This can serve as a personal record of your device’s condition.

Part Replacement Policy:
Please note that any defective or replaced components, including the motherboard, are retained by the service center for safe disposal and recycling, in accordance with HP’s environmental policies. Replaced parts are not returned to customers.

On-site Repair Option (If You're Not Comfortable):
If you're not comfortable submitting the device at the center, HP also offers paid on-site technician visits. Here’s how it works: 

• A certified HP technician will visit your location.
• The device will be diagnosed on-site.
• Post diagnosis, you will be provided with a repair quote.
• If you agree to the quote and the part is available, the technician will carry out the motherboard replacement at your location.
  Additional charges may apply for the visit and service, which will be communicated beforehand.

However, we highly recommend visiting an HP Authorized Service Center, as these facilities are better equipped for such repairs and ensure post warranty-compliant handling, secure part tracking, and professional diagnostics.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support