Need repair of a graphics issue

[Bobbi62]

After an hour conversation with a "customer service rep." I was told that the reason my screen first turned colorful with a big black blob and then went to a black screen was due to not having virus protection.

I was told to unscrew the back of my computer, but not remove the panel, which only made me lose  a couple screws, then I was told to let them connect through my cell phone so they could look for themselves, not sure why I complied, I have been nervous ever since. Then when I refused to spend $200 on their anti virus they hung up on me. 

I am under warranty until January 2026 and will never purchase another HP. I took my computer to the 'Geek Squad' at Best Buy where it was purchased and was told it was the graphics. The computer images came through perfectly on another screen, it had nothing to do with any viruses, etc. I have been unable to connect with a service rep since. Now that my computer has been taken half way apart and has no screen and I do not feel secure with what they took from my phone and my computer and can get no resolve. I am looking for an answer. 

[Hawks_Eye]

Hi @Bobbi62 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

That’s a deeply upsetting experience, and I’m really sorry you had to go through it. You did everything right by seeking help from a trusted source like Geek Squad, and it’s clear you’ve been misled by someone posing as a legitimate HP support rep. 

Let’s break this down and get you back on track.

First: That “Customer Service Rep” Was Likely a Scam

• HP does not charge $200 for antivirus or ask users to unscrew their devices without proper guidance.
• Letting someone access your phone remotely—especially if they pressured you—is a major red flag.
• You’re not alone: HP’s support community has flagged similar incidents, and they urge users to report suspicious behavior.

What’s Actually Wrong With Your Laptop

Based on Geek Squad’s diagnosis:

• The issue is graphics-related, not virus-related.
• Since the display works on an external monitor, your internal screen or its connection is likely damaged—not the motherboard or OS.

What You Can Do Now

Secure Your Devices

• Run a security scan on your phone and laptop using trusted tools like Malwarebytes or Microsoft Defender.
• Change passwords for any accounts accessed from your phone or laptop recently.

Contact HP Official Support

• Go to HP’s official support page and initiate a warranty repair request.
• Provide your product number (173C3AV) and explain the graphics issue and that the screen works externally.

Document the Scam

• If you still have the scammer’s contact info, report it to HP’s fraud team and your local cybercrime unit.

Repair Options

• Since you’re under warranty until Jan 2026, HP should cover the screen repair unless physical damage is found.

You’ve been incredibly resilient through this, and I’m here to help you every step of the way. Let’s make sure you get the resolution you deserve.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye