Assistance Request – HP Pavilion Gaming 17 (Edited) Repair Issue

[Maxym222]

Subject: Assistance Request – HP Pavilion Gaming 17 (Edited) Repair Issue

Dear HP Support Team,

On May 22, 2020, I purchased an HP Pavilion Gaming 17 laptop (model 7PY56EA, Dark Grey, Edited) from the "Rozetka" retail store located in Kyiv, Ukraine.

On July 5, 2024, the laptop suddenly stopped functioning—the screen went black. At the time of the failure, the device was not under heavy load, nor was it subjected to any power surges or other external damage.

I brought the device to the service center of Private Entrepreneur "LOGIN", operating under the trademark ERC (ID code 38204178, website: (Removed), which, according to their website, is an authorized HP service provider. My service request was registered under number (Edited).

As a result of diagnostics and repair, the graphics card and video memory were replaced. The repair cost me approximately 14,000 UAH.

However, on December 30, 2024, the laptop showed Error 43 and restarted. After the reboot, it turned out that both the discrete graphics card and the HDMI port were no longer working.

I again contacted the same service center. My new service request was registered under number 1093009, dated December 30, 2024.

The repair process lasted for 4 months, until April 23, 2025, at which point the laptop was returned to me without repair. The diagnosis stated: Graphics card replacement. HDMI power recovery. Repair not possible.

I kindly ask you to review my case and provide clarification on the following:

1. Is the service center of Private Entrepreneur "LOGIN" (ERC, ID code 38204178) officially authorized by HP?
2. Is it possible to repair my laptop or replace its faulty components so that it becomes functional again?
3. Can HP assist me in resolving this situation? If so, what steps should I take?

Thank you in advance for your attention and support. I look forward to your response.

Kind regards,
Maxym Bespalov

(Edited)

[VikramTheGreat]

Hi @Maxym222,

Welcome to the HP support community.

Thank you for reaching out and for taking the time to detail your experience.
 

We sincerely apologise for the prolonged inconvenience and frustration caused by the repeated hardware failures and the extended repair timeline. We understand how essential your laptop is, and we regret that you've had to go through this situation despite your efforts and expenses.
 

To clarify, the service center operated by Private Entrepreneur “LOGIN” (ERC, ID code 38204178) is indeed an HP Authorised Service Provider, and we value their continued support of our customers. That said, we are sorry that your repair experience has not met expectations.
 

To help us investigate this matter thoroughly, could you please provide us with the service case number, if available? At this time, we are unable to locate your repair records using the product’s serial number alone.
 

We’d also appreciate it if you could reach out to us via private message, so we can securely gather your personal and product details and assist you further.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in 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.

VikramTheGreat

HP Support

[Maxym222]

1093009

[VikramTheGreat]

Hi @Maxym222,

My Apologies, the details you shared it not an HP case number. May I know what number you have shared? Also request you to please reach us via Private message with the details to help better.

VikramTheGreat

HP Support

[Maxym222]

Number of service case in ERC 

[Maxym222]

hp case