HP ZBook Studio G5 Damaged by Authorized Technician, RMA Denied

While my HP ZBook Studio G5 workstation was still under warranty, I experienced screen damage in September 2025. As a result, we ordered a new replacement screen for a fee and completed the payment. However, the replacement screen sent by HP turned out to be defective, and during the installation process, the HP technician caused irreversible damage to the motherboard.

Around the same period, a balancing noise from the fan was identified, and a replacement fan was sent under warranty. Unfortunately, this fan also arrived damaged during shipping and had to be installed in that condition due to lack of alternatives. As a result of this entire process, my device developed motherboard failure caused by technician error, damage to the cooling system, and an ongoing defective display issue. Because of these problems, we submitted an RMA request.

The workstation was originally supplied by the vendor from abroad and later invoiced to us in Turkey. We provided HP with both the Turkish invoice and the foreign invoice. Despite this, we were informed that the RMA request was rejected because the device’s original point of sale was abroad and that an RMA could not be processed in Turkey. This justification does not seem reasonable to us, especially considering that other HP products are not manufactured entirely within Turkey either.

Although this is a workstation-class device with corporate warranty terms such as on-site repair and next-business-day service, the process managed by Ms. M*** at HP Turkey** has resulted in our device remaining unrepaired and effectively abandoned for months. Experiencing such a warranty and service process for a corporate-level product has both surprised us and seriously damaged our trust in the HP brand.

Despite these issues, we continued purchasing HP workstations for our office during this period. However, the way this situation has been handled has caused us to seriously reconsider changing brands for our corporate devices. For all these reasons, I request that my RMA request for the ZBook Studio G5 workstation be approved, taking into account the technician-caused motherboard and cooling system damage and the defective replacement screen, and that my grievance be resolved in line with HP’s corporate warranty commitments, with reference to case number 5153****04.