Dear HP Customer Service,
I am writing to urgently request assistance in resolving a series of ongoing and unresolved issues with my HP laptop. Despite numerous follow-ups, complaints, and daily calls over the past three weeks, I have not received any meaningful resolution. The handling of my case has been extremely frustrating, with significant delays, poor service, and a lack of accountability. I am requesting immediate attention to the following core issues:
Core Issues:
Black Screen and Resolution Change:
Issue Description: Every time I plug in my charger, the screen goes black for a second, and the resolution changes. This issue has been persistent and highly disruptive. I’ve had to manually reset the resolution each time, and despite reporting this problem several times, it remains unresolved.
On-Screen Camera Freezing:
Issue Description: The on-screen camera frequently freezes or pauses during video calls, despite a stable internet connection. This has made the camera unreliable and unusable for work-related meetings and calls.
Impact: The issue severely affects my ability to conduct professional meetings and needs to be addressed immediately.
Excessive Heating:
Issue Description: The laptop heats up significantly even during basic tasks such as browsing or document editing, affecting performance and raising concerns about long-term hardware damage.
Storage and System Lag:
Issue Description: There is a storage issue that causes system lag after downloading files. This severely affects performance, especially when dealing with large files or running multiple applications.
Impact: This lag has severely impacted my productivity, making the laptop almost unusable during file-heavy tasks.
Screen Glitches and Lines:
Issue Description: At times, the screen displays glitches, with random lines appearing across it. This visual disruption impacts the display’s usability and suggests a deeper hardware issue that has not been properly investigated.
Cursor Not Working After Motherboard Change:
Issue Description: After an ill-advised motherboard change, the cursor on my laptop stopped working entirely. This issue has caused extreme inconvenience in my day-to-day work, and despite multiple complaints, it remains unresolved.
Previous Service Issues:
In addition to the core problems with the laptop, I have faced several unacceptable issues with the service provided:
Unreasonable Delays and Unprofessional Service Agent:
Delayed Service: It took 1.5 weeks for a service agent to visit me, which is far too long considering the critical nature of my laptop’s issues.
Unprofessional Behavior: The service agent who came after the long delay displayed very unprofessional behavior. All he seemed to care about was leaving as soon as possible, rather than addressing the issues properly.
Gave Wrong Address and Denied Service: The agent provided me with the wrong address when I offered to visit him to get the laptop checked, and also gave me incorrect timings for the service center’s opening hours, further delaying any resolution. As a result, I was unable to get my laptop checked properly.
Manipulation of Issue Resolution:
Misrepresentation: On several occasions, your service team has misrepresented my statements or provided misleading updates, claiming that the issue was resolved when it clearly was not.
Incomplete Fixes: The service team has attempted superficial fixes (e. g., checking software) that did not address the actual problems, yet these were marked as “resolved.”
Irrelevant Repairs Suggested:
Unnecessary Actions: Instead of addressing the core issues, irrelevant and unnecessary repair suggestions were made, which only delayed the resolution further. This has wasted time and effort.
Lack of Focus: It appears there is a lack of focus or technical understanding on resolving the real issues, leading to further delays and confusion.
Poor Communication and Lack of Accountability:
Unresponsive Service Center: The city service center has been difficult to contact, and when I did attempt to visit the center based on the service agent’s instructions, I was provided with incorrect information, causing further delays.
No Ownership: There has been no accountability from your team regarding these issues. Responses have been vague and unsatisfactory, with no clear commitment to resolving the core problems.
Emotional Stress and Frustration:
Emotional Toll: The combination of delayed responses, incorrect information, and poor service has caused significant stress. It is emotionally exhausting to continually escalate the matter and follow up with no results.
Diminished Trust: My trust in HP’s customer service has been severely damaged due to the unprofessional handling of this case. I am now questioning whether I can rely on HP support moving forward.
Requested Action:
I expect an immediate resolution to these problems. The following steps should be taken without any further delay:
Assign a qualified technician who is fully briefed on the core issues and capable of providing proper solutions.
I require timely updates on the status of each issue, without the need for constant follow-ups on my part.
Focus on addressing the root causes of the issues — especially the cursor malfunction, black screen, and screen glitches — without suggesting irrelevant repairs.
Ensure that professional service agents are dispatched, who are genuinely interested in solving the issues rather than simply finishing the visit as quickly as possible.
This situation has been ongoing for far too long, and I expect that it will now be handled with the urgency and professionalism it deserves.
Thank you for your immediate attention. I look forward to receiving a prompt response and resolution.
HP India customer support has been notified about the posted complaint.
