Replacement or Refund

[Rakesh__]

Hi Team,

This is about an issue with my Victus by HP 15.6-inch Gaming Laptop 15-fa2000 (A8VX8AV).

TO START WITH, THIS IS THE WORST EVER SERVICE THAT I HAVE EVER RECEIVED. I am not going to accept any hardware part to be replaced, I EITHER NEED A NEW LAPTOP OR A REFUND.

I want to clarify the issue once again. From the very first day I received this laptop, it was not working properly. The next day, I raised a return request on Flipkart (reference case ID: Edited). They arranged a technician visit, but he came almost two weeks later and suggested visiting the service centre. The service centre kept the laptop for another two weeks and informed that the issue was resolved. However, right in front of them the same issue occurred again (reference case id:Edited). They updated something on the device and assured me it would not happen again, but after reaching home, the problem continued. So, I contacted HP support as suggested by the service centre.

Raised another case ( this is the current case number: Edited). Case ID registered with HP. Again, a technician visited. He confirmed that there is a motherboard issue and advised me once more to visit the service centre. 

It has already been nearly two months now, and throughout this period the laptop has not been usable even for a single day. Since this issue existed from day one and the product is effectively DOA, we cannot accept a motherboard replacement on a brand-new laptop.

THIS IS CLEAR NEGLIGENCE AND A MISTAKE FROM HP'S END FOR NOT INVESTIGATING THE ISSUE PROPERLY TO CHECK THE ROOT CAUSE, INSTEAD JUST RE-INSTALLING THE OS. From day one, there was a delay and clear negligence in the support. No one was able to identify that it was a motherboard (Hardware) issue for three months. 

Therefore, we request either a complete refund or a new laptop replacement as it is a hardware issue. The only reason the DOA was rejected was that. It is clear that you guys did not identify the motherboard issue properly in the earlier stages, and we are not liable for that. 

We expect HP, being a reputable company, to support us with a fair resolution in this situation.

Kindly do the needful at the earliest and have this escalated wherever possible. 

Thank you.

Regards,

Rakesh Thalla

[Jerry_57]

Hi @Rakesh__,

Welcome to the HP Support Community.
 

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

I am sorry for the ongoing issue. We have checked the shared case numbers and found that the engineer visited the site and found no issue with the unit.

Please help us with the issue that you are facing on your laptop in a private message.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

Jerry_57

HP Support

[Rakesh__]

I do not see anything in the private message. Please check. I need a PC to be replaced or a refund, as this product was a clear case of negligence from HP END for not identifying the root cause as a hardware issue in the first place. Hence, I am requesting a refund or replacement, and I don't want the motherboard replacement to be a new machine.