Hewlett-Packard — Motherboard replacement under warranty (Hp case id [protected])

Address:	Gurgaon, Haryana, 122001
Website:	www8.hp.com/in/en/contact-hp/company.html

My Laptop is under extended warranty.

On 27th Jan 2016 while watching movie on laptop my laptop got off automatically. I think I was due to low charging. So I had connect the charge but still my laptop was not on. So next day I had registered the complain that my laptop got off automatically and even not taking charging. Next day engineer came and checked after that he found that mother board was burned due to moisture. He said MB need to replaced if it is under warranty then New part will come then we replace the mother board.

On 18th Feb 2016 after may follow up I had mailed to HP for case [protected] I Had registered for my laptop saying that my laptop is not repaired till now.

Then I come to know that they are not considering my case under warranty. I have to pay for the mother board.

I had explained the issue but they are not accepting that it has been caused due faulty parts.

When I have not done any think so why should I pay for the mistake of the other.

Below the mail conversation till now

Case I'd [protected]
Inbox
x

Singhal, Saurabh
AttachmentsFeb 25 (5 days ago)

to me, Raj, amit.dogra, Pravin, A
Dear Mr Neeraj,

Thank you for contacting us for support call with case ID : [protected] .

With reference to above case ID, we would like to inform you that our service representative visited to diagnose & repair the product.

During the visit, it was found that the defect of the part (Mb ) is found to be due to unintentional damage., As per HP limited Warranty statement, the standard warranty does not extend to any HP Hardware Product that has been damaged or rendered defective as a result of accident, misuse, liquid spills, abuse, contamination, or other external causes.

However we can support the replacement of spare part on a chargeable basis at the best price. We look forward to your acknowledgement to share the quotation at earliest.

If you find any discrepancy with the information shared above, request you to please get in touch with me . I will be happy to assist you


Thanks & Regards
Saurabh Singhal
Partner Account Manager (PPS CSS India)
[protected]@hp.com/M +91 [protected]
Blg no-02, DLF Cyber Green 1st to5th Floors, Tower D and E, DLF Cyber City, Phase III Gurgaon -122002, Haryana India
HP Slate VoiceTab
CONFIDENTIALITY NOTE: This message and any accompanying attachments contain information from HP India, which is restricted or privileged and for the exclusive use of the individual or entity named above. If you received this message in error be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. Please inform us immediately of the erroneous delivery by returning this e-mail to the sender.


From: Singhal, Saurabh
Sent: Thursday, February 25, 2016 7:45 AM
To: 'Neeraj Rajoria'
Cc: Raj Kumar ; amit.[protected]@iqor.com
Subject: RE: Case I'd [protected]

Dear Mr Neeraj
Thanks for contacting us !
Pls share suitable time for discussion to have this resolved on priority


Thanks & Regards
Saurabh Singhal
Partner Account Manager (PPS CSS India)
[protected]@hp.com/M +91 [protected]
Blg no-02, DLF Cyber Green 1st to5th Floors, Tower D and E, DLF Cyber City, Phase III Gurgaon -122002, Haryana India
HP Slate VoiceTab
CONFIDENTIALITY NOTE: This message and any accompanying attachments contain information from HP India, which is restricted or privileged and for the exclusive use of the individual or entity named above. If you received this message in error be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. Please inform us immediately of the erroneous delivery by returning this e-mail to the sender.


From: Neeraj Rajoria [mailto:neeraj.[protected]@lafarge.com]
Sent: Wednesday, February 24, 2016 10:19 PM
To: Pravin Kumar
Cc: shashank.[protected]@iqor.com; Abhishek Raghuvanshi ; Raj Kumar ; Kumar, Manjit ; amit.[protected]@iqor.com; Singhal, Saurabh ; Norat Kumawat
Subject: RE: Case I'd [protected]

Now I will log the compliment to consumer court.

On 24 Feb 2016 9:17 pm, "Neeraj Rajoria" wrote:
No dont say that i dont want repair I told him that i dont want to repair on my cos want replacement. Pls dont close this call. I will take this issue to higher authority of HP. When i have not done any this why should i bear the cost pf damage done to laptop and it is under warranty. Pls dont close the case id pls keep it open

On 24 Feb 2016 8:59 pm, "Pravin Kumar" wrote:
Dear Mr. Neeraj,
Thank you for contacting us.
Being our valued customer, we are committed to provide you the best in class support experience.

As discussed with Mr. Amit dogra, now your are not ready for repair so we are closing this case.

Thank you for providing us an opportunity to serve you.


Level I
Level II
Level III

Jabil Branch Manager
Jabil Regional Manager
HP Service Manager
Name
Amit Dogra
Raj Kumar
Saurabh Singhal
Phone
[protected]
[protected]
[protected]
Email
Amit.[protected]@iqor.com
Raj.[protected]@iqor.com
[protected]@hp.com


Warm Regards,
Pravin Kumar
iQor Aftermarket Services (formerly Jabil Global Services)
Vatika City Point, Ground Floor, MG Road, Gurgaon,
Email Id :-Pravin.[protected]@iqor.com
Contact # +91 [protected]
In Case of any feedback / not Satisfied with my Response. You may contact to my manager Mr. Amit Dogra ([protected], Amit.[protected]@iqor.com )
HP ( [protected]@ hp.com)


From: Neeraj Rajoria [mailto:neeraj.[protected]@lafarge.com]
Sent: Sunday, February 21, 2016 1:15 PM
To: Pravin Kumar
Cc: shashank.[protected]@iqor.com; amit.[protected]@iqor.com; Abhishek Raghuvanshi; Singhal, Saurabh; Raj Kumar; Norat Kumawat; Kumar, Manjit
Subject: Re: Case I'd [protected]

Dear Mr. Pravin,

I highly appreciate your efforts. But I would like to say that we(Lafarge India Pvt. Ltd.) are big customer of HP. And I request you to don't look this case as general case. You have seen the photographs only may be it looks like spoil due the some external harm. But I ensure you that during that period I was staying in company Guest House and I am using my laptop on daily basis and keep it in bag and my kids are also not staying with me during that period. So it is not possible in any case that some liquid will go inside accidentally. It is only due to moisture because during that time the temperature was very cold and there was fog all around.

As I already informed you that I was seeing movie in laptop and it was off automatically. I think it was due to battery. So I put the charging on. But it was not open even not showing the charging light in the right side.

So next morning I call to the customer care log the complain.

And then engineer came he checked the charge, then for checking the charging pin he opened the laptop. After opening he found the mother board got burned. He told me due to moisture mother board was got burned. We will ask the replacement as soon it will come we will replace it.

But after following up I found that HP denied to replace.

And also say if the liquid go from out side it will also damage other component.

I again request you to arrange visit of an engineer to see it again. May be it happen due to some other reason. It is under warranty and I will not pay for that.

If the damage was happened by me accidentally then definitely I will bare the cost of damage.

But when it is not my fault then why should I may and laptop was in extended warranty. If you will not provide the replacement then I will take this matter to the consumer court.

Looking forward for your support.

Thanks & Regards,

Neeraj RAJORIA
Sr. Executive - HR
Human Resource - Department
Lafarge India Pvt. Ltd, Plot No. 52, Batra House, Sector - 32, Gurgaon, Haryana - 122 001.
Cellular:+91 [protected]
Email: neeraj.[protected]@lafarge.com | Website: www.lafarge.in

Be Positive ... See Positive...


On Sat, Feb 20, 2016 at 4:44 PM, Pravin Kumar wrote:
Dear Mr. Neeraj,

Thank you for contacting us for support call with case ID : [protected]

With reference to above case ID, we would like to inform you that our service representative visited to diagnose & repair the product.

During the visit, it was found that the defect of the part Mother board was not due to functional failure but was caused by inappropriate usage of the product

As per HP limited Warranty statement, the standard warranty does not extend to any HP Hardware Product that has been damaged or rendered defective as a result of accident, misuse, liquid spills, abuse, contamination, or other external causes.

However we can support the replacement of spare part on a chargeable basis at the best price. We look forward to your acknowledgement to share the quotation at earliest.

If you find any discrepancy with the information shared above, request you to please get in touch with me. I will be happy to assist you.

Meanwhile for your convenience I am sharing escalation matrix for you to reach us anytime.


Level I
Level II
Level III

Jabil Branch Manager
Jabil Regional Manager
HP Service Manager
Name
Amit Dogra
Raj Kumar
Saurabh Singhal
Phone
[protected]
[protected]
[protected]
Email
Amit.[protected]@iqor.com
Raj.[protected]@iqor.com
[protected]@hp.com


Warm Regards,
Pravin Kumar
iQor Aftermarket Services (formerly Jabil Global Services)
Vatika City Point, Ground Floor, MG Road, Gurgaon,
Email Id :-Pravin.[protected]@iqor.com
Contact # +91 [protected]
In Case of any feedback / not Satisfied with my Response. You may contact to my manager Mr. Amit Dogra ([protected], Amit.[protected]@iqor.com)
HP ( [protected]@ hp.com)


From: Abhishek Raghuvanshi [mailto:abhishek.[protected]@iqor.com]
Sent: Thursday, February 18, 2016 1:11 PM
To: pravin.[protected]@iqor.com
Cc: shashank.[protected]@iqor.com; amit.[protected]@iqor.com
Subject: FW: Case I'd [protected]

Hi Pravin – please look into this as per the log notes customer unit is having liquid damage / thermal event but now customer has escalating to CSS desk .
Please confirm have you send the mail to customer also suggested you please connect with the customer and explain the warranty policy if require please involve
Pam as well .

Category:- Customer expectation (suggest, if you disagree)

Note :- Kindly update on the same email within 2 hours without any reminder. For all CSS Escalated cases, you have to reach / connect respective customer within 30 minutes of this mail. Please follow this activity without any gap.


Thanks & regards,
Abhishek Raghuvanshi
91+[protected]


From: CSS_Service Head [mailto:[protected]@hp.com]
Sent: Thursday, February 18, 2016 11:54 AM
To: AMS HP ESC
Subject: FW: Case I'd [protected]

Hi Team,

Please look into this.
[protected]-471: General-Open (jabigurgPPS) Partner Onsite

Regards
Kanchan Godiyal
cid:image001.[protected]@01D0D9A3.4AD62830
HP
CONFIDENTIALITY NOTE: This message and any accompanying attachments contain information from HP India which is restricted or privileged and for the exclusive use of the individual or entity named above. If you received this message in error be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. Please inform us immediately of the erroneous delivery by returning this e-mail to the sender.


From: Neeraj Rajoria [mailto:neeraj.[protected]@lafarge.com]
Sent: Thursday, February 18, 2016 11:19 AM
To: CSS_Service Head; Hpsupport_Global
Subject: Case I'd [protected]

Dear Sir,

This is very very bad to say that such a big company and service is very poor.

I Had registered the complain the my laptop got off automatically and even not taking charging. Next day I had called to customer care and engineer came and said the mother board was burned due to moisture. New part will come then we replace the mother board. And My laptop is under warranty.

Please resolve the issue other wise I will go to consumer forum.


[protected] Forwarded message[protected]
From: neeraj raj
Date: Thu, Jan 28, 2016 at 5:53 PM
Subject: Case I'd [protected]
To: [protected]@gmail.com


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Disclaimer:

This email and any files transmitted with it are confidential and intended only for the use of the person to whom it is addressed. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any files for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.


Disclaimer:

This email and any files transmitted with it are confidential and intended only for the use of the person to whom it is addressed. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any files for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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