[Resolved]  Hewlett-Packard India — No proper response from HP regarding my laptop

Address:

Mumbai City, Maharashtra

I bought HP Pavilion g6-2236tx Notebook PC from hp center on 15th March, 2013 costing Rs. 58, 990/-. Around June 20th, I observed that battery didnt charge to completely 100% - it charged to 90%, 87%, 85%, etc... The charging capacity varied everytime I charged the laptop. Also, couple of days later, below 40%, the battery had no backup - it automatically went into shutdown. I called hp customer care and they sent an engineer, who verified that whatever I had informed was true and he left informing me that he shall procure the battery by informing customer care and then replace it as soon as battery is delivered. But no one responded for a week. When I called the engineer, he told me that customer care has said no to the battery replacement and on calling customer care, I was informed that until the battery failure ID comes, they cant replace the battery - against their policy. But luckily after about 16 days of lodging complaint with hp my battery showed the failure ID on 25th July and so they replaced the battery.

The same problem with battery resumed on 25th of October. I called hp customer care on 27th Oct and I was asked to update my drivers - one of the probable reasons why the battery stopped charging above 87%. I was asked to reset my laptop hoping to resolve the issue. Since it was diwali and I had a report to submit I informed them that I shall reset after 5th Nov. But I didnt have to reset the laptop since the battery showed the failure id. I called hp customer care and they sent an engineer who verified my story on 23rd Nov and I was informed that the battery shall be replaced. Monday on 25th, the engineer informed that the he was bringing the battery to be replaced. I called the customer care to look into the matter since this is the third battery too be replaced. And within a period of two to three months my battery fails. I asked them to extend the warranty period on the battery but they couldnt do anything since it was against hp policy. So, I told them I am filing a complaint against them in consumer court.

I got a call on 28th Nov from Saloni in grievances section of HP. She informed me that my laptop shall be taken by the technical team to run test on it. Also, I shall be provided with the standby laptop. I agreed to it and my laptop was taken on 2nd Dec and I was provided with the stand by laptop of the same model - HP Pavilion g6. On friday 6th, I was informed that some test were needed to be run on my laptop to check the mother board. On 12th Thursday, I got call from Pratik (technical team) informing me that the battery was not an issue at all confirming my belief. He informed me that the battery is using smart battery technology, due to which it doesnt charging after a certain point. I asked him to justify this and he sent a email on the same matter with links informing about the smart battery technology and closed my case. I was to contact Ashish - his manager in case I wasnt satisfied with the feedback.

I called Ashish on Monday - 16th Dec asking him to explain why did it take HP 10 days to inform me about this technology and why did they have to take my laptop and keep it under supervision. If it was indeed smart battery technology, then the engineer need not have taken my laptop in the first place. Also, the standby laptop I was using was the same model as my laptop still it's battery didnt have smart battery technology since the battery was charging till 100%. I observed that the standby laptop battery was old because it took longer period to charge and shorter period to discharge, ensuring me that the battery was more than 8 months old. Ashish informed me that they have run all possible test on the laptop and they didnt find anything wrong with it, proving my point that since they didnt know the exact cause of the problem, they gave me an excuse to my problem.

I got a mail from hp customer care on 18th Dec informing me of the new case ID that was generated for my case and that the engineer was being dispatched to my place. I called hp customer care on 19th Dec asking them why was the engineer being sent to my place even though my laptop was the service centre. They could help me since the case was under service center supervision. I got call yesterday evening from Leena informing me that the battery has been replaced and I shall have no further problems henceforth without giving me the reason as to how they were sure that the problem was resolved. I asked to speak with Saloni since she was handling my case but she hasnt called me yet...

I have the receipts the engineer gave me plus the emails which I shall provide whenever needed. I dont know what to do but I want my money back since the day of purchase I am having some or the other problem with this laptop. I even had virus in my laptop ( around May, 2013) even though I was provided with Norton security. Due to the virus, my recovery discs couldnt be made and I had to ask HP customer care to provide me with recovery discs, which they did since I was under the warranty period which is 3 months for the software.