Unacceptable Service & Mismatched Specs: How HP’s Defective Victus Hardware & Case Closure Disrupted

[slr8]

To the HP Community and Support Management,

I am posting this out of extreme frustration regarding how HP India has handled a blatant hardware misrepresentation issue.

I purchased an HP Victus 15-fb3185AX relying on specifications advertised during sale. However, the machine suffers from a severe thermal and power bottleneck, locking the GPU Total Graphics Power (TGP) to just 80W instead of the proper performance tier.

The marketing and pre-sales information provided to consumers is completely misleading and contradictory:

• Flipkart Listing: Advertised higher graphical wattage capability up to 150W.

• HP Live Expert Guidance: Advised that the system supports up to 115W max with Dynamic Boost.

• The Harsh Reality: The actual hardware is hard-locked to an 80W power envelope because the chassis and motherboard power delivery simply cannot handle higher power levels.

Being a student who relies on my laptop daily for critical workloads, academic projects, and technical applications, this massive performance gap has completely compromised my workflow and daily studies. Instead of providing a technical solution, case manager Deeksha M handled this appallingly:

• Written Admission of Defect: HP officially admitted in writing that the Victus motherboard power delivery, cooling, and chassis design cannot handle higher wattages and that a same-model replacement won't fix it.

• Arbitrary Case Closure: Despite acknowledging that the hardware is fundamentally incapable of delivering the advertised performance, they unilaterally closed my escalation case without my consent while an active government grievance (NCH Docket: 10143496) remains open.

• Evading Accountability: Offering minor solutions for a mismatched hardware specification is insulting after trapping consumers between false retail specs and locked hardware.

I bought a machine to study and work efficiently, but HP’s misleading marketing and poor escalation handling have completely fumbled the customer experience and wasted weeks of my time.

I demand that HP management escalate this to the Nodal Desk immediately and process a proper Customer Unit Replacement (CUR) to an unthrottled chassis that can actually deliver the performance I paid for.

[Raj_05]

Hi @slr8,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a private message with the following details:

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For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention. 

[Raj_05]

Hi @slr8,

Thank you for your response,

We have escalated this issue internally and awaiting an update. We will have the relevant team connect with you and help you with an update at the earliest.

Take care and have a great day ahead!