HP Victus – Two Motherboard Failures and No Refund for 37 Days
I am a customer from Turkey, and I purchased an HP Victus 16 laptop via Hepsiburada (a major Turkish e-commerce platform) on December 16, 2023. Upon arrival, the device was defective from day one due to a motherboard issue and was sent to HP’s technical service. The laptop was replaced with a brand new unit, which I received on December 29, 2023. However, only 1 year and 4 months later, on April 8, 2025, the same device experienced another motherboard failure and became completely unusable. I delivered it again to HP’s authorized technical service. A repair process was initiated, but no replacement device or solution was offered during the repair. According to Turkish law (Consumer Protection Law No. 6502), a product purchased for individual (non-commercial) use must be repaired or replaced within 20 business days. This legal repair period expired on May 1, 2025. When I contacted HP support, they claimed that since my invoice was issued under a company name, the period is 30 days instead. However, this information is neither stated on the service form provided to me, nor on HP’s official website. I was never transparently or officially informed in writing. As of May 15, 2025, even the 30-day period has expired. When I contacted HP support at +90 444 8 121, I was told only verbally that my request (ticket no. 514 296 03 69) would be answered within 48 hours. It is completely unacceptable that no email or official documentation was provided for such a critical matter. I am an engineering student, and I rely on this laptop for academic projects, laboratory assignments, and coursework. Since April 8, 2025, the laptop has been unusable, leaving me without access to essential tools for over 37 days. HP representatives keep delaying the process without providing a concrete solution. I chose HP because I believed it to be a reliable global brand — but I have lost all confidence in this company due to the way this issue has been handled. I am not requesting a replacement device. My demand is clear: I request a full refund immediately, and I also expect appropriate compensation for the stress and loss caused by this extended period of inaction.
Dear Sir/Madam, We would like to provide you with some information regarding the complaint posted on your site by our customer, Erkan E. Following the post published on your site, our customer relations representative contacted Erkan E. and provided information regarding the matter. We submit the matter for your information and wish you good work. Sincerely, HP Turkey Corporate Products Customer Relations
To HP Turkey and Relevant Authorities, In HP Turkey’s response on the Şikayetvar platform, it is stated that, “Our customer relations representative Erkan E. has been contacted and information has been provided regarding the issue.” However, this statement does not reflect the truth. HP did contact me, but only requested my invoice and stated that it would be checked during the day. Although I sent my invoice to the requested email address, I have not received any response and no clear information has been provided regarding my refund. Moreover, the HP Victus 16-s0044nt model laptop that I purchased on December 16, 2023, became unusable due to a motherboard failure again on April 8, 2025, and was delivered to HP technical service. My device has been in service for 37 days, and HP has not provided a transparent and written solution. The grievance I have experienced during this process: Despite submitting my invoice and contacting customer service multiple times, I have not received any written or phone response. Due to current market conditions and inflation, the HP Victus 16-s0044nt model with the same features is no longer sold, and the equivalent model, HP Victus 16-s0046nt, is being sold for 47,999 TL on HP Store and Hepsiburada. My request from HP authorities: To provide me with a clear and written explanation. To urgently process the refund for my device based on the current market value of 47,999 TL. To compensate for the grievance I have experienced. I will continue to follow the process on this platform until my issue is resolved. Sincerely, Erkan Erten
To HP Turkey and Relevant Authorities, My grievance continues due to the uncertainty and constantly postponed solutions I have experienced with HP Turkey. The fact that I was contacted only 5-10 minutes after sharing my complaint on the Şikayetvar platform at 17:32 clearly shows that if I had not written this complaint, I would not have been contacted at all. In this call, I was told that my refund request would be 'submitted for approval' and would take 7 business days, and then my file would be forwarded to HP’s overseas unit, which would also take some time. In other words, I am faced with a constantly prolonged, uncertain, and non-transparent process. If I have to write a complaint to get contacted and if no other process accelerates the solution except for these complaints, it is clear that there is a serious problem with customer satisfaction and solution orientation here. I demand that the issue be resolved urgently and that this uncertainty be ended. Sincerely, Erkan Erten
