[Resolved]  Hewlett-Packard, Nx7300 — Poor service, poor work ethics and mishandling of laptop

My laptop (model: NX 7300) problems are being handled by HP Service Centre —Simtech Computronics (P) Ltd.

In this complaint report, I will try and separate the laptop issues from the service issues that I have faced during my dealings with Simtech, HP call centres and HP offices.

REPAIR
1. Early December, 2008, I submitted my laptop for service due to the appearance of lines on the LCD and because it would not power on. The warranty had expired 4-5 months earlier.

The only option given to me was that the LCD panel would be replaced. I received a quotation of approx. Rs.24000 for LCD panel and batteries. As it was expensive and unaffordable for me, I decided to work with the AC power supply and change the LCD panel.

2. When I finally came to collect the laptop and make the payment, I checked my machine (with the new display) with my power adaptor. It didn’t power on. It was confirmed by HP that my power adaptor was not working and that I needed to get a new one. As the power adaptor was expensive at the service centre, I asked for a dealer, who could supply me the piece. When I called the recommended dealer, he told me that he didn’t have spares and suggested another person at Grant Road. (Grant Road is approximately 1.5 hours, one-way journey for me.)

3. At Grant Road, I got a new power adaptor for Rs. 1750. With the power adaptor, the machine powered up. However, new problems were discovered:
• After 10-15 minutes of powering on the machine (with the power adaptor), the touch pad started displaying unusual behaviour. When I used the touchpad, the cursor was uncontrollable. It vibrated and selected wrong folders and clicked on wrong buttons. My work requires precision in handling the touchpad. So using it the way it was out of question.
• Without the adaptor, the touch pad behaviour was normal

It was not clear whether the problems were due to the power adaptor, the touch pad, some other unresolved issue and/or a new problem.

4. To solve and fix the problem, I again took it to the same HP Service Centre. I discussed with the HP guys there at length about the issue. They were not clear about it themselves and asked me to submit the laptop along with the new power adaptor. This was registered as a new case for some inexplicable reason. It should have been identified in the first instance itself because I was told that if they find other issues, they would send me a quotation for those items as well.

5. I received a call from HP office/call centre asking me approve the expenses for changing the touchpad. Wishing to resolve the problem once and for all, I approved.

6. Then, I received a call a few days later saying that the part could not be sourced and that if I wished to I could collect the laptop. They said it might take a month or two to get the part.

It has been approximately two months since I submitted the laptop for the first time; one that I bought about a year and half ago. At 36 thousand rupees, I could buy a new computer with a better configuration from any company. So far, I have incurred approximately rupees 24 thousand of expenses, a lot of stress, frustration, discomfort, inconvenience, loss of opportunities, waste of time and more money at the cyber café. What for? A laptop that doesn’t work properly.

SERVICE and OTHER ISSUES
For Case ID No. [protected]
1. I was not informed about the Care Pack at any stage after my purchase of the laptop. I was told that HP informs its customers after the first three months after the purchase.

2. After I had incurred the expenses for the replacement of the display panel, I was told by HP persons that my problem could have been solved if I took the Care Pack, which cost approximately Rs.5500. I spent Rs. 24000 (including travel and cafés). Nobody helped me with this information when I came to them with the problem.

3. At no point have I seen a single person at your HP centre, Simtech Computronics trying to seriously do investigate a problem properly. The LCD lines/patches appeared inconsistently. At times, with a certain tilt of the panel, the screen was clear. So, the LCD screen had not damaged. So why was I being made to pay 2000 rupees?

4. During the course of this case and my interactions with Simtech and other HP professionals, I have been given redundant numbers to contact for confirming information.

I have made close to 100 calls. 80 of which didn’t get through because they were busy constantly or because nobody was picking up the call.

5. After about 50 unanswered calls to Balasubramanium’s office (he was supposed to be in charge of the case, as per the mail) and a lot of misunderstanding on the part of HP service people, I asked Bala for a new quotation since I didn’t want the batteries along with the display panel. I wanted to ensure that my request was understood. To my horror, I received a mail from him sending me a quotation for the display panel and the batteries. There was no acknowledgement of any mistake on his part.

6. Another day when I was at work, I got a call from HP at 5.30 pm asking me to collect my machine and make the payment that day. When I turned up at the service centre, they informed me that they could not deliver the laptop that day as a person in charge of collecting the money was not around (during work hours). If that was not the case, why wasn’t I told. I travelled 17 kms (one way and one hour) to get the laptop. All I heard was a ‘Sorry but we cannot do anything’.

7. Approximately 53 days after I submitted my laptop, after I replaced the display panel, I got a call from an HP person asking me about the problem with my computer with regards to its display.

For CASE ID No. [protected]
8. My touch pad works (without the power adaptor), my power adaptor is an HP product that I bought recently on (27 December 2008). It charges the battery to the extent it can. So, why am I being told to replace parts. What is the basis of this quotation? Nobody is investigating anything properly. People come up with a cost and then ask me to take it or leave it.
9. I have received calls and mails from HP including Balasubramanium either asking me to approve the touchpad, or the power adaptor. So what is the problem, touch pad or power adaptor?
10. Recently, I was asked by a HP person, Mr. Nikhil Arora from Noida. He had begun with solicitation for the Care Pack. I explained to him about my problems with my machine and that it was still pending repair. He reassured me on two separate occasions that my problems would get solved free of cost by a Mr. Bhupender at Dadar. He called it a ‘favour’! Dadar is approximately 20 kms (one way and 1 hr and 15 minutes) from my place of work. Today, when I landed at the office, which happens to be Simtech again, Bhupender and other persons at that office told me that they cannot undertake the job because their office at Saki Naka is handling it. They also informed me that the part cannot be sourced by them if their Saki Naka office cannot source it.

Then, why was I told to take my laptop to them?

11. It is obvious to me that there is no coordination between the HP persons handling the case and people do not log issues properly. So I must have spent at least a few hours explaining the same thing to all and sundry and no fixes.

I do not wish to spend any more money on anything. It’s been a purely harrowing experience with HP. If HP can’t source the part, give me a new computer of the same configuration or better, whose parts you will continue to source at no extra cost. But I don't want to be kept waiting for nothing.

I think I have been sufficiently explicit in my explanations here and I do not want to be harassed by HP people contacting me to get another report for the 100th time. However, they can get in touch with me to inform me about the status.

John Lucius (Mumbai, India)