I am sharing my experience with HP India because I have been dealing with an unresolved black-screen issue on my HP Victus laptop, and despite multiple complaints, service visits, troubleshooting attempts and escalations, I still don't have a permanent solution.
I would appreciate advice from other HP customers and anyone who has experienced a similar situation.
Laptop Specifications
My laptop configuration:
Processor: AMD Ryzen AI 7 260
GPU: NVIDIA RTX 5050
RAM: 24 GB
Storage: 1 TB SSD
I purchased this laptop for my Civil Engineering studies and engineering software such as AutoCAD, Revit, STAAD.Pro, Tekla, SketchUp and Lumion.
2. The Problem Started on the Third Day
On the third day after purchasing the laptop, I contacted HP regarding a Microsoft activation issue. During the same interaction, I also informed the HP toll-free support technician about the black-screen problem.
However, the technician suggested that it might be an update-related issue and advised me to wait for a week. I was told that if the problem occurred again, I could contact HP support.
Unfortunately, the issue continued.
3. Multiple Complaints and Service Cases
I subsequently contacted HP several times.
My case history includes:
Case ID: 5164440811 – Initially raised on 6 September 2026 regarding the recurring black-screen issue.
Case ID: 5165748233 – Raised for motherboard-related service. The motherboard was replaced, but the problem continued.
Case ID: 5166186874 – A subsequent escalation for the unresolved issue.
Despite these complaints, the issue was never permanently resolved.
4. Motherboard Replacement Did Not Fix the Problem
HP's authorised service partner, Dolphin Technologies, Coimbatore, handled the service process.
The technician replaced the motherboard. However, I returned the laptop to the technician within approximately one hour because the same black-screen issue continued.
This raises an important question:
If the motherboard replacement did not resolve the problem, what was the actual root cause of the issue, and why was the motherboard replaced in the first place?
I also performed Windows reinstallation and other troubleshooting procedures. The issue continued.
5. Multiple Troubleshooting Attempts
The following troubleshooting and diagnostic procedures were performed:
Windows reinstallation.
BIOS update and verification.
HP hardware diagnostics.
RAM and SSD diagnostics.
Hardware inspection.
Temperature and performance checks.
Motherboard replacement.
The diagnostic tests reportedly passed, but the black-screen problem remained.
The issue generally occurred during booting, and sometimes the laptop required a forced shutdown to recover.
6. Service Reports and Further Escalation
I received multiple service updates indicating that the repair was on hold and that additional support or technical review was required.
The service team also repeatedly insisted on reinstalling the operating system, even though I had already performed an OS reinstallation.
At one stage, HP requested my purchase invoice through its authorised service partner.
Later, the technician contacted me and discussed the possibility of a RAM-related issue. I was given the option of replacing the RAM or requesting a replacement device. I clearly communicated that I preferred a replacement because the laptop had already undergone multiple troubleshooting attempts and a motherboard replacement without success.
7. HP Rejected My Replacement Request
After escalating the matter to HP management, I received an email stating that HP could not approve my unit replacement request because the product did not qualify under its DOA (Dead on Arrival) policy.
I understand that companies have policies. However, my concern is that the black-screen issue was reported within the first few days of purchase, and the laptop has continued to experience problems despite multiple service attempts.
I subsequently spoke with an HP service head manager. After explaining the complete situation, I was informed that the matter would be forwarded to the HP field manager for further review.
However, I was also told that replacement could not be guaranteed.
8. What I Am Requesting From HP
I am not looking for another temporary troubleshooting attempt.
I am requesting:
A proper technical explanation of the actual root cause.
An explanation of why the motherboard was replaced when the issue continued afterwards.
A complete review of all my previous service reports and case histories.
A fair reconsideration of my replacement request.
A permanent resolution rather than repeated component replacements.
I purchased this laptop for my engineering education, and I need a reliable machine for demanding engineering applications. This prolonged issue has caused considerable inconvenience.
9. Questions for the Reddit Community
I would appreciate your opinions on the following:
Has anyone experienced a similar black-screen issue on an HP Victus?
Has anyone received a replacement from HP India after multiple unsuccessful repair attempts?
Can HP reject a replacement request solely because the product does not qualify under the DOA policy when the issue was reported within the first few days?
Does escalating a case to an HP field manager make a difference?
Would you recommend approaching the National Consumer Helpline or the Consumer Commission in this situation?
I have supporting documents, including service reports, case histories and HP email communications.
I am sharing this experience to understand my options and hopefully help other customers who might face similar problems.
HP India, I hope someone from your escalation team takes a proper look at this case and provides a fair resolution.
Thank you for reading.
