HP India — Faulty Laptop and Incompetent Customer Service

Respected Ma'am/Sir,

I had purchased an HP laptop, Serial number: CND1507WD0 and Product ID: 637X2PA#SCJ from Amazon online on 21 June 2022, for my daughter’s academic use in Bangalore. Kindly note that the following complaint is being raised on a product that is within it’s warranty period.

The laptop worked, as it should, for barely 2 months, post which a trail of complaints and technician visits followed, with utterly non-satisfactory fault detection, repair or response. Please find below the timeline of incidents highlighting the same:
1) 18/09/2022 : Complaint raised regarding the laptop displaying a blue screen with an error message stating "your device ran into an issue" and shutting down abruptly.
2) 19/09/2022 : Technician from HP visited and said they couldn't troubleshoot the reason behind the issue but did a fix that resolved the issue for then.
3) 17/10/2022 : Same blue screen issue reappeared and complaint was raised. Advises with regard to troubleshooting procedures from the customer service team did not resolve the issue, but however in some time the laptop seemed to function properly again, hence the complaint was withdrawn.
4) 05/12/2022 : Same issue; complaint raised for third time; same sequence of customer care; resulting in alternative cycles of functioning and malfunctioning of the laptop. No permanent solution or proper troubleshooting received from HP India.
5) 01/2023 : Laptop approached a complete state of rest refusing to switch on at all.
6) 12/01/2023 : Technician visited and informed that it is a Mother Board Issue and that they would repair the laptop soon by replacing the faulty parts with new ones.
7) 20/01/2023 : Subsequently, another technician visited and claimed that the Mother Board was burnt. He removed one RAM, and was hopeful about the laptop functioning fine with the intervention, although to no use. The laptop continues to be a faulty device that does not switch on, till date.

This detailed timeline is illustrated to bring clarity on the fact that this laptop purchased from a much trusted brand like HP has been unfortunately, nothing short of a wreck so far, providing no value for the money spent or competent and prompt customer service. My daughter, a university student who requires a functioning laptop for her studies, has suffered greatly due to these cycles over the past 6-7 months since its purchase. This has been not just a monetary concern but also has been a mentally exhausting process for my daughter and myself as a parent, with back and forth complaints and conversations, all to mere dismay. This is beyond what can be tolerated as a customer and I urge HP India to look into the matter urgently and provide a proper replacement of the faulty laptop, as repair has evidently produced no results.

I humbly request the Indian Consumer Complaints Forum to expediate the process and stand by me to protect my rights as a customer and Indian citizen.

Yours Sincerely,
Kurian Punnoose.
PS. All invoices and other purchase/warranty related documents attached for your kind reference.