Hp — Defaut/defective laptop is delivered and not ready to replace

Address:

600006

Hi,

I have paid bill for my new HP laptop in croma on Jan 3rd 2016.But got the laptop in hand only on Jan 9th 2016. Laptop model is HPACTU101. from the first week onwards I started experiencing so many problems in the laptop like cracking in audio, mouse pointer was not working properly, space key was not functioning properly and the laptop was dead slow. As soon as I reached the croma to resolve all these problems, they suggested to contact HP support. When I contacted HP technical support, a female answered the call and asked for all the details to raise a compliant, as soon as she got the details she said there is an system problem so she cant raise the complaint right now and she promised me that she will give a call back in 2 hours but she never come back. I was waiting for a whole week and again started contacting the HP technical support, a guy answered the call and took all details and raised a complaint and he looked into the issue (recovery is done on the laptop and some driver uninstallation is done by them through phone itself) and problems were not resolved after keeping that case for 3 weeks. They wanted to close the case so they closed it. After that also I have raised one more complaint to HP technical support and I found there is a gap in the laptop lid and whatever problems I had earlier was not resolved, in the same day I contacted at least 5 to 6 times to resolve the issue (whenever I call them a new person will be answering and I have to start from the beginning), finally its not resolved. I have shared the snapshots of the gap in the lid and asked for a replacement which they don't wanted to give. I have clearly explained them that this is my first laptop sentimentally its giving bad impression and its really bad to use this laptop in this way. The response from the support executive was rude. I escalated the call to their supervisor and the case escalated to Bangalore team to resolve the issue. After that a service engineer is sent to my place and he took a snapshot and confirmed that there is a gap in the lid. Once that is been confirmed a new spare is been received to change that in my laptop. After changing that I started experiencing sound in while closing and opening the laptop and still there is a gap in the laptop lid. also noticed a gap in the bottom of the laptop also. Again I ran to HP technical support, a female answered the call and she was very rude in handing me and the call got escalated to supervisor and he said he cant do the replacement. Finally he said he will send a service engineer to revisit. I told them I will be raising a consumer complaint on HP. This is been continuing for last 2 months and no solution given to it. Mentally am undergoing a worst stress because of this problem. and this is my first laptop and making me to feel very bad. I have to login from home in this laptop to work for my office, because of these problems I couldn't do and I lost my self respect in the team and got scolding from my Team Leader. Mentally am stressed a lot. I am spending 3to 4 hours for every weekend on the same problem. Because of that my personal life also got affected.

Please help me getting the
I) refund/replacement for the laptop
ii) Pay compensation towards the physical strain and mental agony suffered.
ii) the cost of this complaint.

I have added all additional documents along with this complaint.