I am Aju kumar V. N., Lecturer in Mechanical Engineering, T. K. M. College of Engineering, Kerala, currently doing Ph. D at IIT, Delhi. This letter I am sending to express my feelings regarding the nature of service I got from HP authorized service centre at Okhla, New Delhi.
I purchased a laptop Compaq Presario CQ40-425TU on 24/07/09. Its serial number is CND9222TP6. Right on the second day of operation the laptop started switching off abruptly occasionally. I handed over the system to service centre at Okhla on 01/08/09. Later I visited centre on 04/08/09 and I got the information from the service head that the problem is with the motherboard and they have ordered for motherboard on 03/08/09. I asked for the replacement of laptop as it is brand new, to which he replied it is not a showroom to replace. My repeated queries are not addressed properly which forced me to visit them again on 08/08/09. This time the reply was that motherboard is not available anywhere in India and they are trying it from Singapore. I was told to wait till 10/08/09 forenoon or otherwise they will take steps for replacement of laptop. Based on that information, I handed over to them the copy of the purchase bill which I am told that it will be send to HP Head Quarters, Bangalore.
Meanwhile enquiry through phone calls continued and mails requesting replacement of laptop fell in deaf ears. Finally I got a mail on 12/08/09 to come and collect your laptop as it is ready. I collected it back after getting the assurance that the problem is resolved. Now within three hours of operation in air-conditioned room, the problem started as it is switched off abruptly. After that it rebooted showing some error.
I am going through a critical phase of research at IIT and cannot spend extra time going after service people. Already I have spent lot of visits wasting time and money to esteemed service outlet. I have not expected this much trouble in purchasing reputed Compaq Presario laptop. IIT Delhi is currently having tie-up with DELL though which people are buying at somewhat subsidized price. Yet I have purchased Compaq based on the feedback I got from Compaq/HP users. Now I am forced to think in negative especially with HP service centre. The people there who handle phone calls are not able to connect to responsible persons. Till now my effort to speak with Head at Okhla has gone in vain.
Now as the trouble has returned on the first day of operation after replacement I do not know what to do? I immediately send a mail to Okhla centre, as I cannot get those people on line and their assurance of calling me back has not materialized so far. I request you to intervene in this matter and take steps to replace the system. My research work at IIT has gone in disarray and I am in tremendous amount of work pressure and have gone through lot of mental agony going after this laptop.
I once again request you to take steps to get my laptop replaced at the earliest. I am looking forward to your reply as I lost trust with Okhla service centre. My complaint number at service centre is [protected].
Thanking you,
Aju kumar V. N.
Mobile No: [protected]
Research Scholar,
IIT, Delhi. Was this information helpful? | 
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