[Resolved]  HP Compaq Laptop — Free gift offer

HP Laptop NX 6320 — Deficiency in service

My HP Nx6320 had 3 years warantee, which was to expire on 10/8/2010. the laptop had a yellow tinge on the screen, asked them to replace the same they instead replaced the motherboard and screen, here the said (new motherboard )is faulty, and doesnot event start on fully charged battries, the engineer came to my place i showed him the issue, i was promised to get a replacement of the board on 6/8/2010,

S/n CNU7192NBB , model no HP Nx6320, product code GC907PA

the case ID and the chat transcript with the agent is below

[protected]
[protected]
[protected]
[protected]


[Friday, August 06, 2010 5:07 PM] -- Automatically generated message:
Detailed system information has been uploaded to the support specialist.

[Friday, August 06, 2010 5:07 PM] -- Nivedita S says:
Glad to hear that you are fine.

[Friday, August 06, 2010 5:07 PM] -- Avinash Lewis says:
im connected using my cellphone so pl bear with me as [protected] and the toll free nos are not reachable

[Friday, August 06, 2010 5:08 PM] -- Nivedita S says:
I see that the case is with the HP Service center since 06/7/2010. Am I correct?

[Friday, August 06, 2010 5:08 PM] -- Avinash Lewis says:
the [protected] gets connected and no voice i tried more than 20 times

[Friday, August 06, 2010 5:08 PM] -- Avinash Lewis says:
the power trip problem started after the motherboard change,

[Friday, August 06, 2010 5:09 PM] -- Nivedita S says:
Before we proceed further could you please confirm the following details:
[protected]
[protected]@gmail.com



[Friday, August 06, 2010 5:09 PM] -- Avinash Lewis says:
we have 10 laptops of nx6320 except this one all are working fine

[Friday, August 06, 2010 5:10 PM] -- Avinash Lewis says:
the serial no is CNU7192NBB

[Friday, August 06, 2010 5:10 PM] -- Nivedita S says:
Okay. May I know whether the Service center engineer knows the issue with the power tripping?

[Friday, August 06, 2010 5:11 PM] -- Avinash Lewis says:
i told him i was able to reproduce it 2 times @ service centre

[Friday, August 06, 2010 5:11 PM] -- Avinash Lewis says:
all the engineers at andheri service centre know this laptop byheart,

[Friday, August 06, 2010 5:12 PM] -- Avinash Lewis says:
you may refer the case id

[Friday, August 06, 2010 5:13 PM] -- Avinash Lewis says:
[protected]

[Friday, August 06, 2010 5:13 PM] -- Avinash Lewis says:
[protected]

[Friday, August 06, 2010 5:14 PM] -- Nivedita S says:
I see that the cases are logged using the voice support team.

[Friday, August 06, 2010 5:14 PM] -- Avinash Lewis says:
i want a engineer to come onsite so that i can show him the issue, and after fixing give me the deom onsite

[Friday, August 06, 2010 5:15 PM] -- Avinash Lewis says:
as already i have visited the service centre 6 times since 6/7/2010

[Friday, August 06, 2010 5:15 PM] -- Nivedita S says:
The case are with the Service center and you can check with the HP service center regarding this issue.

[Friday, August 06, 2010 5:15 PM] -- Nivedita S says:
To check the status of the case, dial your STD code +30306363 or[protected]BSNL lines only). Select option 1 and proceed further choosing the appropriate language followed by option 2 for the status

[Friday, August 06, 2010 5:16 PM] -- Avinash Lewis says:
this our companys VPs laptop, you can understand the stress im going thru, i may loose my job

[Friday, August 06, 2010 5:17 PM] -- Avinash Lewis says:
i tried it both the nos are not responding

[Friday, August 06, 2010 5:17 PM] -- Nivedita S says:
I can understand that. But, the case is with the HP Service center. You have logged the case via the voice support team team.

[Friday, August 06, 2010 5:18 PM] -- Nivedita S says:
May I know the HP service center details?

[Friday, August 06, 2010 5:18 PM] -- Avinash Lewis says:
no i have visited the service centre.

[Friday, August 06, 2010 5:18 PM] -- Avinash Lewis says:
its simtech computronics p ltd

[Friday, August 06, 2010 5:19 PM] -- Avinash Lewis says:
sugar tech plaza

[Friday, August 06, 2010 5:19 PM] -- Avinash Lewis says:
gala no 3/4/5 a wing andheri

[Friday, August 06, 2010 5:19 PM] -- Avinash Lewis says:
and the laptop is with me and it completely dead

[Friday, August 06, 2010 5:20 PM] -- Avinash Lewis says:
it even doesnt start with the fully charged batteries

[Friday, August 06, 2010 5:20 PM] -- Avinash Lewis says:
the same battery works with other 9 laptops,

[Friday, August 06, 2010 5:21 PM] -- Nivedita S says:
Did you try dry boot on the noteboook?

[Friday, August 06, 2010 5:21 PM] -- Avinash Lewis says:
i have tried all the 9 adapters

[Friday, August 06, 2010 5:21 PM] -- Nivedita S says:
Please perform a dry boot on the notebook by following the below steps:
1. Disconnect the unit from the AC adapter and all external devices
2. Remove the battery and hold the power button for 45 seconds. This is to discharge any residual charge present in the unit completely
3. Restart the computer using only the AC adapter


[Friday, August 06, 2010 5:21 PM] -- Avinash Lewis says:
yes i tried it now

[Friday, August 06, 2010 5:21 PM] -- Avinash Lewis says:
doesnt work

[Friday, August 06, 2010 5:22 PM] -- Nivedita S says:
This confirms that the system board is faulty one.

[Friday, August 06, 2010 5:22 PM] -- Avinash Lewis says:
i did as you told

[Friday, August 06, 2010 5:23 PM] -- Avinash Lewis says:
yes

[Friday, August 06, 2010 5:23 PM] -- Avinash Lewis says:
but this is a new board

[Friday, August 06, 2010 5:23 PM] -- Avinash Lewis says:
i want a engineer to come onsite

[Friday, August 06, 2010 5:23 PM] -- Avinash Lewis says:
and have a check

[protected]
[protected]
[protected]
CNU7192NBB

[Monday, August 23, 2010 11:38 AM] -- Automatically generated message:
Thank you for using HP's Instant Active Chat Support. Our Chat Support is provided free during your warranty period. Your request has been received by our Technical Support Center, and has been queued. Support for HP Notebooks, Desktops, and Printers are available 24 hours a day, 7 days a week. You will receive a response to your support request in 2 minutes or less.

Starting from Feb 1st, HP will stop free support for out of warranty Consumer & Commercial Notebook . Alternatively, you have the option to seek self-help support from our website at www.hp.com/go/bsc or you can bring your notebook to Service Center for chargeable support.

[Monday, August 23, 2010 11:38 AM] -- Automatically generated message:
For reference, your Case ID is [protected]

[Monday, August 23, 2010 11:39 AM] -- Automatically generated message:
The HP Support technician, Sayed S has been assigned to your case.

[Monday, August 23, 2010 11:39 AM] -- Sayed S says:
Hello Avinash, thank you for contacting HP Active Chat Support. My name is Sayed and I see you have a question regarding your Notebook. Please give me 2 minutes to review your information. Thank you.

[Monday, August 23, 2010 11:40 AM] -- Avinash Lewis says:
ok

[Monday, August 23, 2010 11:42 AM] -- Avinash Lewis says:
motherboard not changed, i had marked it with permenant markr ink, asper chat with [Friday, August 06, 2010 5:21 PM] -- Nivedita S,

[Monday, August 23, 2010 11:42 AM] -- Avinash Lewis says:
here is the transcript
[Monday, August 23, 2010 11:42 AM] -- Avinash Lewis says:
...


=============================================

The taken laptop was delivered good 11 days later, without the board change, on 18/08/2010 after the expiry of warantee, now they are not entertaining me, i had marked the old board with permenant marker, to make sure the board is changed, which was not done, i reported the matter to one agent badri on chat of the same on 21/8/2010. i Think the company after repeated promises is taking me for a ride.
=========================================

the agent agreed the board was faulty,

[Friday, August 06, 2010 5:22 PM] -- Nivedita S says:
This confirms that the system board is faulty one.

The laptop was taken but the faulty board was not replaced, but returned the laptop after the garantee expired on 18/08/2010,

The garantee expired on 10/08/2010.

The service centre Manager of sakinaka "simtech" pratik keeps his cell off,
and i informed the agent over chat about the unchaned faulty board on 21/8/2010, he said agent will call me back in 48 hrs, after 48 hrs i again connected to chat was promised to get a cal /resolution/escalation from manager/ im fedup, they keep my chat on hold /redirect /disconnect. today i tried to connect atleast 26 times.

after this i lodged this complaint.

this is the redirected message.

[Wednesday, August 25, 2010 4:49 PM] -- Automatically generated message:
We notice you have created a second service request. We will be happy to assist you with your support needs, please click here to access your original service request and pick up where we left off. Please note that we have closed the duplicate service request at this time. Thank you.

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