Hp case id- [protected]
i have an HP Elite Book notebook which is giving a lot of trouble - system unresponsive, abrupt hanging/ freezing, fatal errors - with relation to hardware components, the works...
after several on site visits and cases being generated from December, 2012 until January, 2013- online, as well as on the phone- the laptops hard disk, motherboard and optical drive were replaced (between December 2012-January 2013). even after all of these parts were replaced, the note book was not satisfactorily responsive, it would hang abruptly and display fatal errors.
intarvo- which is a third party company that looks into all such issues for hp, in fact, took my laptop and observed it at its center for close to 2 weeks and told me that they are unable to identify the problem.
i then sent hp a request- for a new laptop. told them that if i do not receive a new unit (of same value at the time of purchase) within 14 working days from the date of sending the above-mentioned email, i would take legal action.
on the very next day of sending this letter to hp, i got a call from intarvo, telling me that they have replaced my motherboard (note- for the second time) and that the system is working satisfactorily- this to me sounded very shady- given that they couldn't resolve the issue for 2 long weeks !
i then sent an email to bhavya aroa and taranjeet bedi of hp, whose email addresses were given to me from an intarvo representative after much begging and an oath of secrecy ! - told them (i.e. bhavya and taranjeet) via email that it is now also hps responsibility (and not just intarvo's) to ensure that i receive a unit that is satisfactorily responsive.
to my surprise and much disappointment , i haven't received a reply from them, so far.
bhavya arora has now even stopped taking my calls.
it is evident that these guys want to escape any form of liability and are incapable of handling dialogue beyond a point.
hp, today, in my opinion, has become such a complex organisation, that the real decision makers are well hidden behind (a) an army of these so called customer care experts (who are only experts at buying time and being mildly rude) and (b) hps so called - internal policies & guidelines.
overall after sales service experience- pathetic- what else can one expect in India anyway !
Arjun
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