[Resolved]  Hewlett-Packard / Desktop — HP desktop complain

Address:

Bihar

I bought an HP Desktop P7-1030IN on 20th April 2012 from IQNET, 108/127/132, 1st Floor, Hariniwas Complex, New Dakbunglow Road, Patna, Bihar.
Soon it developed minor problems related with its date and time display and also getting hanged or not responding for a few seconds upto a few minutes. The coral software uploaded on it also showed the problem of being not responding.
The major problem occurred in January 2013, when the system stopped working/couldn’t start at all. I booked my complaint with your customer service on 16th Jan, 2013 (CA1263579) narrating each one of the minor and major problems. On 17th Jan an engineer visited and prescribed change of motherboard as the solution. On 19th Jan, another engineer came and changed the motherboard. The case was closed immediately and I never got a single call from anyone from HP for cross checking whether the problems got resolved or not, which unfortunately, did not. The minor problems remained unchecked and the screen also continued to hang for some time.
Once again on 26th June 2013, I booked a complaint with your customer service (CA 1285940) and subsequently was granted a visit on 29th June 2013. Once again the motherboard was changed. Although this time the machine couldn’t start at all. After much effort of approx two and half hours, the engineer was successful in getting it started. I specifically wrote on the ‘service call report’ that the case should not be closed before rechecking and confirming with me. But to my utter dismay, it was closed a day after, which I came to know, when on the 2nd July I called the service centre to report the non-performance of the machine.
I was asked to lodge a fresh complaint (CA 1287146) once again...got a visitor from HP on 5th July...got yet another motherboard (third within a period of 6 months and second in just a week)... and the next day.. back to square one.
This time I got a call from HP Kolkata, enquiring after the poor machine and got an old complaint no (CA 1285940) revived. A new person from HP Patna visited us on 11th July. He didn’t seem to have the conviction to solve the problem, so this time we put our feet down. We asked the service centre to provide us with some form of assurance before proceeding with their trial and error once again, which they didn’t, so the engineer left. I wrote in the service call report about the unprofessional and unsatisfactory ways of HP.
On 16th July I wrote an e-mail to the helpdesk/customer care of HP with full detail of the case. Meanwhile, the machine developed a loud on ‘n off sound of exhaust fan, along with the already existing problems.
We didn’t hear anything from HP for a long time and then on 22nd July, a person dropped by from HP, absolutely unannounced. It was disgusting to know that the person was not even briefed about the case history and he was taking it as a first time complaint. We once again demanded an assuarance before letting him proceed to which he called his office. We had a tele-talk with some Mr Sarfaraz from Kolkata without any satisfying outcome. He even had the guts to somehow ridicule the idea of any such assurance, saying that all we wanted was a change of the machine. No service call report was signed this time and the person left.
On 26th July, once again I got a call from Kolkata. The caller was under impression that the latest visit of engineer on the 22nd July was only second visit against my complaint for the machine. He didn’t have any feedback of the case and wanted me to narrate the whole story to him which I refused and asked him to get a copy of my e-mail for the detail instead.
Today is 31st July. I haven’t heard anything from HP again.

Waiting for a much-needed customer-friendly attitude from HP...
Arpana Kashyap
Shivpuri, Boring Road, Patna, Bihar
Ph - [protected]