HP Scanner N9120
Part No – L26831
Serial No – CN2CJF100H
Complaint No – [protected]
Date of Purchase from Distributor (San Computech) – 21 Sep 2013
Date of Sale to Customer – 23 Sep 2013
Date of Logging Complaint from Seagul Infotech (MYSELF) – 23 Sep 2013
Date of Logging Complaint from Seagul Infotech (Myself – for 2nd Time) – 21 Oct 2013
This Scanner was purchased from San Computech and installed at Customer’s Site on 21 Sep 2013.
22 Sep 2013 being Sunday – hence the Delivery to Customer’s Site was facilitated on 23 Sep 2013 i.e. Monday.
The same day after getting the Scanner opened – we found that the Scanner was FAULTY and NOT WORKING. After thorough R&D by our Engineer – it was concluded that we need to log complaint for DOA CASE with HP. Hence, the Complaint was logged with HP Customer Care.
Again a series of follow-ups were done with HP Customer Care and HP DSA where the call was assigned to check the availability and visit of an Engineer so that the call could be checked and verified.
The Engineer came in the evening for 2nd day after logging Complaint. We requested the Engineer several times that this Scanner being so COSTLY – Customer is frustrated from us and is asking for the REPLACED PIECE.
Still the Engineer was so adamant on his own mindset that he never bothered to listen to us and instead of creating DOA CASE – simply opened the Scanner at Customer’s Site – got it REPAIRED and took the signatures for the REPAIRED WORKING SCANNER. Despite his RUDE attitude he was bearing such a bad behavior that inspite of listening to us or Customer – he said that – YOU CAN DO WHATEVER YOU WANT TO.
Customer’s end Employees send a Report to their manager – that Seagul Infotech has provided them a SECOND HAND REPAIRED SCANNER.
This entire scenario because of HP Bad Services and arrogant attitude results in following consecutive actions è
1. Bad Relations with Customer.
2. Lost Business from Customer.
3. HP Scanner was returned to us.
4. All Hard Work of exploring good range Competitive Scanners & pitching HP gone WASTE.
5. We’ll be really very SCARY to pitch High End HP Products in Future – as we don’t get any support from HP.
It was clearly stated by the Visited Engineer – that HP doesn’t issue DOA Cases for the High End Scanners.
However, even if we talk about Laptops or normal Printers – we get DOA cases. But this is some Product which is over and above Rs. 1.5 lakhs. This means that being a High End Product – Working Proficiency & Performance of this product expectation is 100%. But we were simply DITHCED by HP from our Back.
After the Customer’s Manager was back from his tour and the Festive season of Dussehra time, Saturdays and Sundays – he returned this Product after a HOT DISCUSSION. He stated us to be FAKE DEALERS promoting HP’s USED MATERIAL. This shaked us a lot. As we have been associated with HP for last 12 Years. We have been dealing with High End HP Products like Plotters worth Rs. 6 Lakhs and more. After such a long time of continuous HARD WORK and dedicatedly promoting this brand with full Enthusiasm – our reputation was staked by HP.
This time the Customer clearly states that paying such huge amount he cannot take repaired SCANNERS which RESETS Automatically and the work gets suffered. Hence, we reopened the case with HP after bringing the Scanner to our Office Premises getting returned by customer. All problems were shared with Customer Care Executive and requested them to create a DOA case. So that accordingly this Product can be atleast Pitched to another Customer and sale can be materialized. Engineer from HP came – does some trouble shooting steps – created a Working Scanner Report and submitted to the Backend Team.
Despite requesting him that the Scanner gets automatically RESET. He simply got the Scanner repaired and got the Report signed for the Functional Unit – which the Case is not. Rs. 1, 60, 000/- is not a small amount for a NEW MATERIAL which any Vendor can keep as DEAD STOCK.
Even if you purchase a small phone worth Rs. 5, 000/- - you’ll never like the idea of 1 single screw not fixed in the Phone. Instead will always opt for another FRESH PIECE. Then why not this same case with me. The Dead, Non Functioning Unit stuck with Seagul Infotech does not mean that HP is not going to bother for their material. Being Manufacturing Company of the product HP has to support their product for 1 Year. The said issue actually belongs to an amount which is 3200% more than the Phone amount.
Please do not forget the fact that I’ve not been able to sell the product even ONCE. Which means that Warranty still exists on the discussed product for another 1 Year ahead.
DOA CASE IS AN ESSENTIAL PART AND REQUIREMENT FROM SEAGUL INFOTECH; AS WE DOES NOT WANT TO FACE ANOTHER ISSUE WITH THIS SCANNER WITH ANOTHER CUSTOMER.
I must comment here that HP is very UNSUPPORTIVE. As we need to sell this Product and does not want these issues to be repeated with another Customer as well. Also because of HP we cannot take our BUSINESS LOSSES. We exist in the Market to Expand our Horizons and not COLLAPSE them. Moreover, please remember that our BAD REPUTATION will also lead to Manufacturing Company’s BAD REPUTATION as well.
Hence, our first and last request is to make the DOA case for the same or the REPLACED SCANNER.
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Faulty Product – HP N9120 SCANNER
Faulty Product S. No.- CN2CJF100H
Part No – L26831
Purchase Date of Faulty Product – 21 Sep, 2013
No. of Days the FAULTY Product has not yet been REPLACED OR REPAIRED – 69 DAYS
Distributor Name – SAN COMPUTECH Pvt. Ltd.
END PURCHASOR – DEALER NAME (MAIN Sufferer) – SEAGUL INFOTECH
Contact Person Name – Mr. Siddharth Goel
Contact Nos –[protected],[protected]
1st Complaint No on 23 Sep, 2013 – [protected]
Status of 1st Complaint No – Repaired at Customer’s Site by opening the Scanner and took Customer’s Signature forcibly without providing CUSTOMER SATISFACTION.
2nd Complaint No on 21 Oct, 2013 – [protected]
Status of 2nd Complaint No – HP Exec. Mailed that they are going to replace the Scanner and simply CLOSES the CASE at their own discretion without taking our (Seagul Infotech’s) APPROVAL or CONSENT.
3rd Complaint No on 14 Nov, 2013 – [protected]
Status of 3rd Complaint No – Still no update – a BIG SILENCE from HP on the said issue.
21 Sep, 2013 Saturday • HP Scanner N9120 was purchased from Distributor.
23 Sep 2013 Monday • Delivery to Customer’s site was facilitated.
• Scanner opened and Installed at customer’s site.
• Problem found.
• Logged complaint with HP with Complaint No – [protected] for DOA Letter.
25 / 26 Sep, 2013 Wednesday / Thursday • After followup – HP Engineer came at Customer’s Site.
• Opened it – repaired at Customer’s Premises – and got it in Working State that moment.
• We requested him not to OPEN such COSTLY SCANNER in front of Customer.
• A Brand new Piece not working – should logically be REPLACED with DOA Letter (DEAD ON ARRIVAL).
• Adamantly said – THIS CANNOT BE DONE – DO WHATEVER YOU WANT TO.
• Took End Customer’s Sign on Report forcibly without providing CUSTOMER SATISFACTION.
• SCANNER WAS STILL HANGING – sometimes work sometimes stuck & didn’t respond.
14 Oct, 2013 Monday • After the Dusshehra Vacations – once the End Customer’s Director was back in town – he got to know the entire story.
• Wherein they state and proclaimed that – we’ve handed over FAULTY Piece to them which needs to be replaced.
• PLEASE NOTE – Distributor to change the Piece was Asking for DOA LETTER; however, HP SERVICE STATION were adamant not to issue DOA LETTER for the HIGH RANGE PRODUCTS.
• After a hot conversation over a week’s time, Customer simply returned the product stating that they have purchased the WORKING PIECE from another VENDOR and we can take our FAULTY SCANNER back.
18 Oct, 2013 Friday • FAULTY SCANNER worth 1 Lakh 60 Thousand was back in our Kitty.
• PARADOXICAL SITUATION:
o DISTRIBUTOR WILL NOT ACCEPT THE PRODUCT TILL THE TIME WE PROVIDE HIM DOA LETTER.
o WE CANNOT SELL THIS PRODUCT TO CUSTOMER BEING A FAULTY SCANNER – THAT WILL DESTROY SEAGUL’S IMAGE & REPUTATION IN THE MARKET.
• SEAGUL IS STUCK WITH THIS NON WORKING (HANGING) SCANNER & 1, 60, 000/- ARE FIXED WITH NO RETURNS OF THAT AMOUNT.
21 Oct, 2013 Monday • Relogged the Complaint with HP Customer Care.
• Complaint No – [protected].
22 Oct 2013 Tuesday • HP Engineer came – checked Scanner for 2 Hours – rectified the Scanner’s problem of RESETTING.
• Now if the Scanner needs to be RESOLD in the market – the Scanner reading of SCANNED PAGES have reached somewhere more than 10 Pages.
• HISTORY of scanner clearly shows that it has a FAULTY BACKGROUND of calls made somewhere 3 -4 times.
• This entire scenario brings us in asking for DOA Letter from HP.
• We’ve been suffering from MENTAL TORURE of everytime at our time of sleeping and planning for another Working Day –
• INSTEAD
• WE simply work on these kind of mails.
• And no PRODUCTIVE WORK is getting done.
25 Oct, 2013 Friday • We had a HEATED concall with approx. 3 HP Executives from various areas & various Departments.
• Considering the GENUINESS of the Problem – they asked for a MAIL as a documented proof from our End at EMAIL ID [protected]@hp.com.
• We were very well assured of support from HP in obtaining REPLACEMENT of the SCANNER as DOA Cases for these high cost HP products are not created – all said & guaranteed by HP Executives.
30 Oct, 2013 Wednesday • We received a mail from HP stating that “Please note that if materials are being posted to you, this notification confirms that these materials have been ordered.”
• We were eagerly waiting for our REPLACEMENT of SCANNER.
- - • A BIG TIME DITCH BY HP – nothing happened.
14 Nov, 2013 Thursday • We relogged the Complaint with HP Customer Care to know – what happened to our REPLACEMENT Product which was expected to arrive at our Office a week before.
• We got to know that the CASE has been CLOSED without any intimation or information.
• Hence, we tried reopening the PREVIOUS Case.
• Which the CCE denied and opened a New Case – Complaint No – [protected].
• The same day we re-escalated the case to the same mail id [protected]@hp.com
• Wherein it was clearly stated that we can afford 10 more days and then the last option left with us is to go LEGALLY i.e. to SUE HP in CONSUMER COURT INDIA – Delhi & News Channel – CNBC AWAZ Pehredar
• We received NO RESPONSE till date.
• The same day we also sent our feedback to HP CEO & President Meg Whitman.
15 Nov, 2013 Approx date late evening • We received a FIRST & LAST Call from HP SHEIKH.
• He enquired for the case – said he’ll go through the case and will revert with the updated information.
- - • NO ONE EVER CALLED US BACK.
25 Nov, 2013 Monday • Was the time to FILE A COMPLAINT against HP LEGALLY via CONSUMER COURT INDIA.
• We took 1 extra week to inform HP last time and then will proceed further from 9 Dec, 2013.
LOSSES BOOKED BY SEAGUL INFOTECH • Bad Relations with Customer.
• Lost Business from Customer.
• HP Scanner was returned to us.
• All Hard Work of exploring good range Competitive Scanners & pitching HP gone WASTE.
• We’ll be really very SCARY to pitch High End HP Products in Future – as we don’t get any support from HP.
• Our Rs. 1, 60, 000/- (1 Lakh 60 Thousand) is fixed with no returns – for no reason.
• Last Option for us to SUE HP for breaking CONSUMER TRUST.