[Resolved]  Hewlett Packard / Laptop — need help!!!! laptop complaint

With due regards I, Khushbu Kaushik, would like to share something with you. I am a student at the Institute of Hotel Management-Aurangabad, Maharashtra and I am a resident of Chandigarh and partly New Delhi as my mother is posted in New Delhi.

I had bought an HP Pavilion Laptop, Model No. dv6516tx, on 25th July, 2007. This is regarding an issue that I’ve been facing with my laptop since quite some time. The notebook was working fine till December. Then one fine day I faced this problem named as Blue-Dump Error, and the next day a few of my files were deleted and few settings were changed automatically. I could not bring out this problem at that time since I was in Sri Lanka for my internship. Though there was a lot of important data lost I could not report this matter firstly since I was not in India and secondly there was a language barrier out there so could not have been able to explain my problem to the concerned people out there. A little later a few functions and programs in the notebook stopped functioning and even when stopped did not stop functioning; for e.g.: Windows Media Player use to play songs even after the application was closed. I also tried running HP Health Check which runs a scan and has Security, Performance, Hardware, Maintenance and Updates as applications which where also showing to be green well before but by now the all of then where showing risk/danger sign. When I tried to repair them a few downloads were required which I just could not download as it always invited the Blue-dump error. Thus I was never successful to correct that.

I came back to India in the month of April and as soon as I came back I reported the matter to Orbit Peripherals Pvt Ltd, 1412, Hemkunt Chambers, 89, Nehru Place, New Delhi, Delhi 110019, India which was mentioned on the HP Website as one the authorized service centers. The response was very sad and they told me that they do not see any problem with the notebook and sent me back. As I had to report back to college I went back to Aurangabad.

Being facing the same problem again and again I reported the matter to the Aurangabad, Accord Hp Service Centre, Aurangabad, in the month of June. The response from them was that there could be some issue with the Software and thus the best they could help me out with will be reinstalling the Operating System and will also charge me a sum of Rs. 750 invariable of the notebook being in warranty period.

I decided to show it last to the Hp Service Centre in Chandigarh in Sector-34. My mother had already gone and spoken to the Hp Service Centre executive Mr. Piyush about the matter, he confirmed me with a possible solution of the problem. I also enquired about the warranty date of the Laptop as the purchase warranty was expiring by the 25th July, 2008. On being provided with the Product number and Serial number of the notebook, he told me that the date of expiry of the yearly warranty is 11th September.

As soon as I came back from Aurangabad, I reported the matter to the Mr. Piyush in the Hp Service Centre, Sector-34 at Chandigarh in August. He got the RAM cleaned up for me and suggested me to order the original HP Recovery Discs form HP and also to get my warranty extended.

On receiving the Recovery Discs form Hp I did the Recovery of the operating system myself. When the matter was still not resolved, I took the Laptop again back to the Hp Service Centre by second week of August, 2008. The executive kept the laptop with him and did the recovery once again on his own though being informed about the fact that once the recovery has already been done by me. The resultant was that he could not resolve the issue at all, he happened to update the BIOS version of the notebook. He told that may be the old version was leading to a compatibility issue and thus the problems were occurring.

The problem still not resolved, I contacted Mr. Manoj, through the Toll free number of Hp Helpline. He issued me a Reference Number: [protected] and told me that the case will now be open and will not be closed till I am satisfied. I went back to the Hp Service Centre with the reference number in last week of August and I came back to Delhi. Whenever I called up to enquire about the status of the matter I was told by Mr. Piyush that the engineer is contacting the Hp main bay about the matter and is obtaining a new reference number, which was never delivered to me.

Meanwhile I was told by Mr. Piyush to get the notebook’s warranty extended as otherwise anything that happens or is resultant will be considered as Customer Abuse. Being scared I did get the warranty (on site) extended on the 08th September, 2008; by spending a sum of Rs. 7, 500. Seeing the behavior of the service centre executives, I had called up the toll free number. I happened to speak to Mr. Jasmine, he told me to have the laptop in front of me and then call up the Toll free number. Being fed up of hearing the fact that everyday the notebook was being recovered, I got the notebook back from the Hp Service Centre and came back to Aurangabad for my college.

Later on I decided to contact Hp through the E-mail support, by filing a complaint on the 08th October, 2008 and received the Complaint number: CCHSAP166397. I received a reply form Ms. Pratima M P stating that the following is the address of the Hp Service Centre in Aurangabad and to contact them for further concern. I replied back to the mail but was never reverted back on the same. I also tried contacting the Toll free number again and spoke to Ms Priya on the 10th October, 2008, who asked me to perform the primary self hard disk check. Fed up I contacted Ms. Pratima M P and asked her to take some action against the case. I was always welcomed with a standard reply that I will be contacted back about the status of the case, which never happened.

Thrice being in continuation trying to get through to Ms. Pratima on the 21st October, 2008, I was finally told that Mr. Durgesh Prasad will be contacting me shortly. On being contacted by Mr. Durgash Prasad, I explained the whole problem in detail to him and told him that the only two solutions which I look forward to from the company will be either replacement of the notebook or a refund for the whole amount. He told me that since the laptop has been with me for more than 1 year and the warranty had expired, the replacement will not be possible. But as I stressed on the fact of receiving either a replacement or a refund only he told me that he will be contacting the next day. I never received any call from him but was rather contacted by Mr. Manoj on the 22nd October, 2008, who had issued the reference number to me and thus had become the case owner. I never got a positive response from him too. Then I spoke to Mr. Durgesh Prasad again and explained him everything in detail. He assured me that he will call me back with whatever the decision will be taken by the concerned authorities on the replacement or the refund.

I was called by Mr. Durgesh Prasad, on the 23rd October, 2008. He told me that the decision taken is that I’ll be granted with an extended warranty or five months for the notebook and whatever be the next complaint will be dealt with very diligently. I asked him for any higher authorities’ contact number and E-mail address. He gave me Mr. Haris Haidery’s Email address and Phone number. Mr. Haris Haidery is the Counrty head for Hewlett Packard.

I came back to New Delhi on the 25th October, 2008. Since I was not well I could not contact Mr. Haris Haidery as soon as possible. I happened to contact him thrice but was only answered by the answering machine. I did leave a voice message for him on the 03rd, November, 3008, but never got a call back or a response back.

I then called up Mr. Durgesh Prasad again on the 04th October, 2008 and told him that I could not get in contact with Mr. Haris Haidery. I did ask him for him Mobile number but as he said he did not have the number with him and suggested me to contact Ms. Pratima M P. As I contacted her and told her about the state of the case, she assured me a call back as soon as she would speak to Mr. Harris Haidery. I was then contacted by Mr. Manoj as he is the owner of the case but was never called back by Ms. Pratima M P. Mr. Manoj assured me that he will speak to Mr. Harris Haidery and then let me know about the status the next day.

The day after that I receive a call from Ms. Maitri, from New Delhi, who tells me that she had received a call from the Bangalore office about the case. She assured me that she would let me speak to Mr. Harris Haidery. And as assured by her I did receive a call from him but because of some network problem the conversation could not be completed and he assured me that he will definitely call me back in the next half an hour.

I haven't received a call from him or anyone from Hp till date. I also had forwarded the same complaint to him through an E-mail but was never reverted back.

It is humble requests to you if you could please look into the matter as soon as possible and kindly get me a replacement for the product as I am really fed up with the Laptop as it is just a simple piece of junk for me lying in one corner as I just can't use it.

I have spent 55, 500 INR for buying the laptop and another 7, 500 for getting an extended warranty for the product. Moreover I have wasted a lot of money in contacting the Hp for the same problem. I look forward for a response from your end.

With Anticipatory Thanks.

Khushbu Kaushik