Victus Laptop Adapter Declared Faulty Without Initial Documentation | Poor Service Experience

[victus296]

I am posting here to document an unresolved service experience with HP support related to my Victus by HP 15-fa0000 laptop adapter.

My service case has been open for over a month. Initially, the adapter passed electrical safety and output tests and no written diagnostic report or root cause analysis was shared. For several weeks, all explanations were verbal only.

After repeated escalations, HP later stated that the adapter shows intermittent power fluctuations under load, even though no quantified test values, tolerance limits, or written load-test report were provided.

Throughout the process:
- No written technician report was shared initially
- Callbacks were made only once, with no return-call option
- Delays occurred in service actions and validations
- Final conclusions were communicated much later, after prolonged handling

HP has now offered a limited goodwill discount, but the concern here is not policy—it is the lack of early documentation, delayed clarity, and poor overall customer experience.

I am seeking guidance from HP moderators on:
1) Whether such conclusions should be supported by documented diagnostic evidence
2) How customers are expected to proceed when service decisions are communicated verbally for weeks
3) Whether service delays and handling quality are considered in goodwill resolutions

This post is for transparency and escalation, not to dispute warranty terms.