HP India — Subject: - Careless attitude of customer care executive concerning to case ID [protected]

Subject: - Careless attitude of customer care executive concerning to case ID
[protected]
Dear HP India,
1. Refer to our conversation with customer care executive dated 06/07/2021 and
10/07/2021 concerning to case ID [protected] with respect to our laptop.
2. We purchased our laptop in the US on 21/06/2021 and after that, we moved to India.
details of the laptop are given below,
Model: - HP Pavilion Laptop 15-eh0xxx
Product ID: - 2B4R7UA#ABA
Serial No: - 5CD041NRCC
3. While we were trying to set up our new laptop for the first time on 05/07/2021, we
have noticed a single vertical black line on the screen, then we contacted the customer care
executive on 06/07/2021 who checked the laptop virtually through video call and assured us
that a technician would visit our home and rectify the problem within 2-3 days. However,
technician hasn't come even after 3 days. Today (i.e, 10/07/2021), a customer care executive
has called up and claimed that "the previous customer care executive who spoke with us
06/07/2021 was new to his job and he has no idea on whether the laptop covered under
global warranty or not". Further, she stated that "even I don't know how to check whether
the laptop is covered under global warranty or not and hence I will escalate this issue to the
concerned department".
4. This implies that your customer care executive took 3 days time to revert back to us
and say that we don't know how to check whether the laptop is covered under global
warranty or not. This is a fairly careless attitude of your staff and it is very unfortunate on
your part. By the way, we have checked on the HP website and found that our laptop is
covered under global warranty, a screenshot of the web page and invoice are attached below.
5. In view of the above, we urge you to educate your customer care executives to behave
with some responsibility and also rectify our problem at the earliest.
Regards,
Anirudh Bocha VKS
Contact Numbers: +91 [protected], +91 [protected]