Formal Complaint – Windows License Lost After Support Instruction, No Warning Given

[Arnur1]

Dear HP Support Team,

I am writing to file an official complaint regarding the actions of your support representative during a recent support session involving my HP Victus laptop (model 15-fa00034ci).

Following HP Support’s instructions, I performed a Windows reset to attempt to fix a camera-related issue. At no point was I warned that this could result in the permanent loss of my digital Windows license. After completing the reset, I discovered that Windows 11 Home is no longer activated. I checked for a BIOS-embedded key using PowerShell and found none. Error code: 0xC004F213.

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🛑 Key Issues:

• No check was made to see if the product key was embedded in the BIOS before suggesting a reset.

• No warning was given that this reset could lead to the irreversible loss of a Windows license.

• No recovery option or key was provided after the issue occurred.

I followed HP Support’s guidance in good faith. The result is that I now have a fully functional HP laptop — but without an activated copy of Windows.

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📜 Legal & Policy Violations:

According to HP's Worldwide Limited Warranty and Support Terms, HP must:

• Ensure the integrity of preinstalled software

• Inform customers about risks associated with resets or recovery steps

Furthermore, under Article 9 and Article 15 of the Law of the Republic of Kazakhstan "On Protection of Consumer Rights", HP was obligated to:

• Provide full information about the consequences of actions performed under guidance

• Avoid causing financial or legal harm to the consumer through improper or incomplete support

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📌 I am requesting the following:

1. A full investigation of the actions taken by the HP representative in this case

2. Provision of a valid Windows license key or assistance in restoring my Windows activation

3. A written acknowledgment that HP recognizes the issue and will adjust its support procedures accordingly

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I appreciate your attention to this matter and await a fair resolution. If needed, I am prepared to escalate this issue to regulatory bodies and consumer protection services in Kazakhstan.

Sincerely,
Berikkazinov Arnur
(edited)
Device: HP Victus 15-fa00034ci
Issue: Loss of Windows license after reset (Error 0xC004F213)
Country: Kazakhstan

[Paul_Tikkanen]

This is a peer to peer forum.

We do not work for or represent HP.

According to the product specs for your model notebook, it came with FreeDOS, not Windows.

Victus Gaming Laptop 15-fa0034ci | HP® Казахстан

That is why there is no Windows product key in the BIOS.

The user is responsible for providing an operating system and valid product key.

Since the notebook did not come from HP with Windows, I recommend you contact the store that sold you the notebook and request a product key from them because they should have provided you with a product key when they installed Windows on it.