Customer Service

[JimReid45]

Black screen with the only option is to reboot the system.  Loss of all ongoing efforts.  Happens randomly.  Updated BIOS and Graphics driver to no avail.  Checked both C and D drives and both are clean.  Sample of the black screens:

9/8/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed:Ntfs.sys

9/9/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)

9/9/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed:igdkmdn64.sys

9/11/26
Stop code: IRQL NOT LESS OR EQUAL (0×A)
What failed: rtoskml.exe

Call Main Customer Service and Demand a Case Manager:  Do not let them start a basic troubleshooting script. Immediately state: "My laptop is under warranty, I have an open case history where front-line agents hung up on me, and I need to speak to a Supervisor or Case Manager regarding a wrongful warranty denial." Supervisors have the authority to override the "modified configuration" flag.

9/11/26 4:00 pm Updated Bios to Rev 14.A May 2026

9/11/26 7:52 pm
Stop code: SYSTEM THREAD EXCEPTUION NOT HANDLED (0×7E)
What failed: vpcvivsp.sys

9/13/26 9:58 am
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed: Ntfs.sys

Updated Graphic driver per Clauda

MS software update?

9/14/26 8:36 am
Stop code: PAGE FAULT IN NONPAGED AREA (0×50)
What failed:rtwlane623.sys

9/14/26 11:00 am
Stop code: CRITICAL PROCESS DIED (0×EF)

[JimReid45]

Additionally, after contacting Amazon (where I purchased the Laptop), Amazon contacted HP and asked for a replacement.  HP responded by requesting more testing and test results, even though their people had all the information in the case number.  I told Amazon that it was just another delaying process on HP's side and that I was on a chat with their Customer Service for over 1 hour yesterday, waited 1/2 hour for a response, and finally hung up.  Typical Customer Service from HP? What a joke.