HP Video Card/CPU support

[Ghow1927]

I will make it brief as possible as I have been dealing with this case since January 19th 2025...yes six months.  I was a Senior Director of IT Infrastructure with 30 years’ experience and understand normal and customary resolution and THIS ISN'T IT!  I recently retired and love gaming and treated myself to the best spec’ed box at the time.

- I purchased HP's best extended warranty

-Computer shut down by itself many times.  Event log research shows kernel issues relating to a bad processor.

-HP support took so many hours of my time before deciding to send the box out for repair.  No one has the amount of time they need.  I needed to reformat the machine a couple times.   Most vendors by the end of day 1 or two would have shipped out another unit and told me to box it up.  Guess HP has become cheap now and rather puts the headache on the customer.

-HP sends a shipping box which I must load the heavy box and take over to FEDEX

-HP takes, I believe, 4 days (been a bit) to let me know it’s the processor and ships it back in an inappropriate protected box, as it only covered 2/3 of the computer.  Amazingly, either HP or FedEx damaged it in the exact spot that had no protection (bent chassis, door popped off, button broke).  So, guess what.  I now must send the device back.  HERE IS WHERE THE FUN BEGINS

-HP decides that even though I have a warranty (buyers purchase a warranty so the risk is passed onto the seller) they WILL NOT give me a video card comparable to my GeForce 4090 card.  They first try to stick me with a 5070ti (benchmarks don't even compare to 4090) and bump my processor and memory.  Feel free to visit Tom’s Hardware and look at benchmarks for any video card discussed in this post.  It's a gaming computer.  The video card is key (I already bought good memory and processor).  They continued to deny giving a comparable card.  It’s because of the cost and I get that, but that is the risk of the warranty/extended warranty.  HP should do ethical things here.  So, it’s OK to take the money we send for warranty and invest and make money,  yet when the unfortunate time comes to pay, HP tries to not provide.

-I then must get on LinkedIn to find a VP to get some help, as support/escalations will never get you to anyone that might really get the magnitude of the situation.  This person then referred me to executive escalations.

-The gentleman at executive escalations was very nice but would not honor a video card compared to my 4090.  They bumped my 5070ti replacement 1 tick to a 5080 (look at specs at Tom’s Hardware..still not a 4090 level).  I’m having to agree as every step is 1 step closer to where I should be.  Such a shame putting a customer through this.

-The kicker is this piece took almost 4 MONTHS to get a replacement box.  I’m being fair and open with all items here and there was the tariff issue, which related to boxes coming from China.

-So now I receive the box, and I assure the 5080 card the downgraded to is not as good as the 4090 when I started using it.  HERE IS ANOTHER KICKER.  This computer within a week showed a 😧drive not accessible error and when not using the computer lights rgb lights were flashing radically (either overheating or a RGB software bug).  SO NOW THIS ONE IS GOING BACK FOR REPAIR.

-It took more than a week to get someone to respond to me (dealing with this while on my vacation) to get this box sent back.  I still mentioned the unethical way of not giving a comparable card of my 4090 they still didn't care and said they will take the box and repair, but nothing is happening with giving me a video card like I had.  I also asked for a new box and was told they only give 1 new box per warranty.  Guess what 1st box YOU BROKE NOT ME.  Again (It's because the 4090 isn't sold anymore and the new card has gone up in price.  Here is a thought.  I imagine buying a car with a warranty.  The key element of the sports car is this hybrid add-on motor, and you bought the best one out of the 3 choices.  The hybrid add=on motor goes bad.  They say "We can't get that anymore, so we are going to give you the slower motor and not the comparable or better.  It doesn't happen, yet this is what HP is doing.

-So now I've been waiting for my package box to ship back out to HP since Jun 26th and HP support just sent me an email this morning wondering where my computer is and I had to send them a message with a screenshot that the computer box hasn't moved from their warehouse. Guess one hand doesn’t know that the other is doing.

Summary,

I am sitting here on July 4th, 2025, almost 6 months from my January 19, 2025 ticket submittal typing a memo wasting more of my time (don’t even want to know how many hours will make me more unhappy) about how this support case has not provided me a working PC with matching specs of what I purchased.  Either provide me with a 4090 card which I had, or you should provide 5090 since the 4090 isn't available.  Yes, the card is more money, but people buy the warranty, so the risk is shifted from them to you (HP).  Not honoring the warranty shows a TOTAL LACK OF INTEGRITY.  I would bleed and get sick to honor my integrity...it’s all I have.  It’s very frustrating for someone like me that values integrity to be dealing which such a lack of it.  I will be posting this on several forums and boards as I want to know how others feel about the six-month non-resolution, fighting with HP on everything, and trying to not give me my video card spec match.

 What is your thoughts community??

[Kuroi_Kenshi]

Hi @Ghow1927,

Thank you so much for taking the time to share this detailed account. I truly appreciate it, though I’m genuinely sorry to hear about your ongoing experience. I completely understand how frustrating and exhausting this must be for you, especially after investing in HP’s top-tier hardware and extended warranty and spending so much of your valuable time trying to get a fair resolution.

This is certainly not the level of support or care we want you to feel,  your trust and your time both matter. I want to help get this looked at properly.

Could you please share your case ID or complaint number with me in private? I’ll do my best to review the history and make sure this is escalated to the right team so you get the fair resolution you deserve.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

Thank you again for your patience, I’m here to help get this sorted for you as best as I can.

Best regards,

[Ghow1927]

Greetings,

I tried private message and put your name in the TO line and it was saying search didn't work. 

(edited)

Please let me know if you need anything else or a number I can call to discuss.  I'm not happy at the entire process and almost getting to the point of not even sending the box in for repair (I'll just fix it myself) its become that frustrating.  Again, the worst part (integrity lost) is HP/Fedex damaged the machine and now want to short change me on the original video card I purchased.  I dealth with this throught the entire process and come to the realization its simply unacceptable.  I'm at the point furnish me a either a 4090 (which I bought) or a equal or better which is the 5090 video card and I will speak well of HP doing the right thing or simply give me my money back and I will go buy a Dell or Lenovo.  I bought the warranty as most people do to have it fixed or replace and not my money back.  My wife who doesn't even use my computer is more frustrated than me.  She screams at me about it like its my fault.  "How much time do you have to spend with HP...its ridiculous" YES IT HAS BEEN SIX MONTHS (6)...since January 19th 2025

What would reallllllllly make me happy is the chance to speak with leadership/VP.  I feel I've not been able to get any traction on this case because its always at level I or II.  I'm in the industry and know where things get stuck.

Rant aside thanks for your reply and hope you can do something.  I'm trying to be positive/hopeful yet something tells me HP will tell me to pound sand like they have done the entire time of this resolution process.

Best Regards!!!!

Look forward to your reply

[Kuroi_Kenshi]

Hi @Ghow1927,

Thank you for the details.

I see that the number you’ve shared is not a valid case ID. A case ID will be a 10-digit number that is sent to your email. Please share a screenshot of it if possible.

Also, please refrain from sharing any case numbers in a public forum.

Thank you!