| Address: Kolkata, West Bengal |
I had purchased a Laptop from HP on 13th Sept 2013 the model No is HP Pavilion E018tx and that too from a HP world showroom Hitech Gallery at E Mall, 6 CR Avenue Kolkata 700072 one of the registered shop of HP India. After few months o[censored]sage I started to feel that the Laptop is slow in performance and there is a 3rd party software installed on the system before the activation date/purchase date which is impossible from a seal packet from HP India and then as per the HP support team I have continued to do the troubleshooting and then it works fine for few days but the 3rd party software remains in the system after that I have again complained HP at HP chat service on Mar 27, 2014 at 4:39 PM by <CASE:[protected]> but it has been closed automatically without contacting customer then I again complained with the same issue at Apr 4, 2014 at 1:33 PM by <CASE:[protected]> but it has been closed again automatically without contacting customer and mentioned on the mail "If in case the issue remains unresolved, please revert to this email and we will be glad to assist you further." then I again complained with the same issue at Apr 8, 2014 at 10:55 PM by <CASE:[protected]> but it has again closed automatically mentioning the same statement then the same thing repeated complained with the same issue on Apr 22, 2014 at 8:14 PM by <[protected]> but it has again closed automatically mentioning Service request has been closed then again on Apr 25, 2014 at 10:09 AM raised a complaint with the same issue as per <CASE:[protected]>then the reply comes via mail "Your case email was accepted. CASE_ID_NUM: [protected]". So in a company like HP India for a customer takes 4 Case ID's to make aware about the concern to the concerned dept.
Then the second chapter started one fine morning a case manager named Samarendra Nayak (Details: Case Manager India Customer Relations PPS CSS, Asia Pacific & Japan E-Mail: samarendra.[protected]@hp.com Telephone No: +[protected] Extn - 7786634Hewlett-Packard India Sales Private Limited Salarpuria GR Tech Park, Akash Block | Khatha No.69/3 Whitefield Road | Bangalore – 560066 | Katnataka India ) called me and told that "During this service event, I shall be single be the single point of contact and will keep you posted on the progress." through mail and also agreed to send a service engineer to my house to diagnosis the problem .Then on 21/04/14 12:00 Pm a engineer came to my address (Details: Employee Name: Sumit Dutta Chowdhury Company Name HP Certified Service Partner Engineer-Redington India Ltd. now Ensure Services Emp ID: CSSNB0332 Certification : Business Notebooks) and after diagnosis inform me that system slow, Card reader not working, 3rd party software concern and even manual shutdown of system due to motherboard problem.(All mentioned on the HP Service Call Report)after that I mailed the same to Samarendra Nayak on 21st April and then on 22nd April but no reply received from him then on April 23rd I mailed Neelam Dhawan( MD HP India -neelam.[protected]@hp.com)and Board of Directors HP ([protected]@hp.com)but till yet no reply received from this higher authority team or anyone from management team.
Meanwhile On 22nd April HP sent the engineer again with a Motherboard and told me to do the part replacement which I have denied because it is the integral part of PC and there are various concern with this unit and I want a full replacement as it is a basic concept if I purchased a brand new unit and there I have to face a problem with a part like motherboard then howcome I will be confident to take a part replacement and there will be no lag in future and if it is a matter of HDD or Dvd rom drive then I should accept that but as it is a motherboard which connects every corner of the PC I couldn't accept it. Then again on 25th April engineer came to my address and run the formatting with there own hard disk drive and also checked with the part motherboard and indirectly saying that as it is a technical defect and HP can solve the problem you have to take the part replacement as it is working fine and then Samarendra Nayak literally told me "that it is my choice where I should go for replacement or not " over the phone that means as he knows very well that customer is not agreeing to have any part replacement of motherboard and HP is not agreeing for full replacement o[censored]nit and it can only be solved with a new fresh unit but also Samarendra Nayak saying it is my choice so just let me know what is my choice if the parts got replace or unit. After the continuous mail send from my end Samarendra Nayak wrote a mail on Apr 25, 2014 at 4:19 PM mentioning HP http://welcome.hp.com/country/us/en/privacy/limited_warranty.html (HP Warranty Terms & Conditions) where it is no where mentioned "It is because of this, that most electronic products come with a warranty policy which clarifies that, any technical failure during the warranty period will be rectified without any additional cost(s)" but it is mentioned "To the extent permitted by local law, HP guarantees that it will repair, replace, or refund, at HP's option, an HP Hardware Product that manifests a defect in materials or workmanship during the Limited Warranty Period, if you, the end-user customer, provides HP with notice of a defect in your HP Hardware Product during the Limited Warranty Period. HP's obligation under this HP Limited Warranty, at its option, to repair, replaces, or provides a refund for an HP Hardware Product that manifests a defect in materials and workmanship ceases upon the expiration of the Limited Warranty Period." It means that it is under HP's obligation under HP limited warranty, at its option to repair, replace or refund for an HP Hardware Product that manifests a defect in materials and workmanship ceases upon the expiration of the Limited Warranty Period.
But it is nowhere mentioned that if customer denies the partial replacement of any product within the Limited Warranty Period HP can't said NO to it where the question arises that there is a defect in material and that too a motherboard the integral part of a PC.
Samarendra Nayak also wrote in the mail "the request for unit replacement is not a resolution" so resolutions will be decided only by the case managers for giving better experience even though customer denies part replacement of motherboard as I want complete peace of mind for this product in future and that is why I demand a full replacement of my unit and nobody can't deny it is not a complete resolution.
So clearly stating I don't want a part replacement of my motherboard I want full unit replacement and I believe there is no company in this world who denies the fact that customer satisfaction is of less importance compared to company policies or terms and conditions and when there is a requirement for any genuine help after purchasing the product the case managers are coming up with terms and conditions which is not expected at all from a company like HP who claims that "Assuring that, we will do everything possible within our reach to provide you with a better experience" – A new way to measure Customer Satisfaction Index.
One more update the HP Case ID #: [protected] is been closed on Apr 30, 2014 at 5:22 PM and mentioned as “Closure of your request” whereas I am not satisfied but still it has been closed in HP account without customers intimation that is why rightly said everything possible within HP’s reach to provide a better customer experience.
