HP Victus 16-r0013nt Hardware Failure After Service Instructions
I started experiencing hardware issues with my HP Victus Gaming Laptop 16-r0013-NT just one day ago, including problems with the screen, keyboard, and motherboard. The issue first appeared while the laptop was running, when the screen began flickering on and off. I contacted the authorized service center, BDH Bilişim in Istanbul, and received support via a video call. Following their instructions, I updated the BIOS and the graphics driver. However, after these procedures, my laptop completely stopped turning on. The service registered the issue as a "black screen problem" and requested that I deliver the device. They stated that the power issue I am experiencing is related to the initial problem and not a separate one. I also contacted HP customer support, and they advised me to hand over the device to the service center. However, despite me explaining that my laptop could still turn on before following the service’s instructions but now cannot be powered on at all, no responsibility was acknowledged for this situation. My device is still under warranty, and I have both the invoice and warranty documents available. I can also provide my invoice number if needed. I am requesting that HP take responsibility for the new malfunction that occurred as a direct result of the procedures instructed by the service and provide me with an official explanation regarding this matter. Additionally, I am demanding a replacement with a fault-free or equivalent device, as per warranty rights. I am also sharing a Google Drive link containing video evidence of the issue: https://drive.google.com/drive/folders/1m1pRmd0-sa34MzfW_qJzCUmEkZfXXWyf
Dear Sir/Madam, We would like to provide you with some information regarding the complaint posted on your site by our customer Emre A. Following the post published on your site, our customer relations representative contacted Emre A. and provided information regarding the matter. We submit this issue for your information and wish you good work. Best regards, HP Turkey Corporate Products Customer Relations
On August 22, 2025, at 10:03 AM, I was contacted by HP. During the call, I was informed that I needed to send the device to the service center, where the technicians would assess the issue and decide on the appropriate intervention. However, the second malfunction occurred immediately after a remote intervention carried out during a prior video support session with HP’s authorized service. The statement that “perhaps the issue would have occurred on its own a day later even without the intervention” and its inclusion as part of the original problem reflects an attempt to evade responsibility. I did not purchase a computer that was expected to malfunction spontaneously. Before the service intervention, the device only exhibited symptoms such as screen flickering under load. After the intervention, it transitioned into a state where it no longer powers on at all. Technically, this constitutes a new malfunction that directly resulted from the procedures performed under HP’s guidance. Claims that “it was an issue that could have occurred anyway” are speculative and legally invalid. Moreover, the fact that HP’s authorized service recorded the video session and classified the issue as a continuation of the original “black screen” problem indicates a tacit acknowledgment of the structural nature of the defect. Despite the device being under warranty, the emergence of a more severe malfunction following the intervention establishes technical liability on the part of both the manufacturer and the service provider. As a consumer, I was not informed at the time of purchase that such a malfunction could spontaneously occur. The product was marketed as defect-free. Therefore, in accordance with Articles 8 and 11 of the Turkish Consumer Protection Law No. 6502, I formally request that my defective product be replaced with a non-defective equivalent.
