HP India customer support has been notified about the posted complaint.
Apr 17, 2021
Updated by Witte1974 S, Hemanth Kiran <hemanth.[protected]@hp.com>
3:51 PM (2 hours ago)
to [protected]@bigpond.com
Hi Bernadette,
This is Hemanth Kiran from HP ANZ, I am writing to regarding your recent support experience with HP.
I have been talking to our CEO & MD office. I have read through your emails and seen the case myself, we understand your experience with product and support has been below par. I want to apologize for all the inconvenience caused.
We would like to make it up to you for any loss in time or money, I understand you do not have a working computer currently. I would like to discuss this matter in detail, can I ask for a suitable time on Monday for our discussion.
Meanwhile, I have escalated on the delay in refund and will try to have an update by Monday.
Thanks & Regards,
Received from:-
Hemanth Kiran S
Manager - South Pacific Customer Relations Team
Printing & Personal System
Customer Support and Services, South Pacific
Apr 17, 2021
Updated by Witte1974 MY RESPONSE
Hanisch <[protected]@bigpond.com>
5:52 PM (2 minutes ago)
to enrique.lores, sumeer.chandra, Hemanth
Hello Hemanth,
In reply to your email dated 17/4/2021 and received at 3.51pm AEST.
I am assuming that you are not able to respond to call me now so please arrange a call between 9.00am and 10.00am AEST on Monday morning.
As you have read my emails and you state " I have read through your emails and seen the case myself, we understand your experience with product and support has been below par". I therefore understand you must know the FULL Impact this has had on me.
As you also stated in your email "Meanwhile, I have escalated on the delay in refund and will try to have an update by Monday.'
I HAVE HEARD THIS SO MANY TIMES BEFORE. Your escalation process must know no bounds nor limit as to how many times one transaction/refund can be escalated as it keeps getting escalated each time I have spoken to Arun, etc. This is also in writing. It should have already been deposited into my account as per settlement and also written and verbal promises.
I will await a full discussion and also please note that during this conversation a settlement as per your email must be reached to my satisfaction without delay.
Bernadette Hanisch
Apr 19, 2021
Updated by Witte1974 Hanisch <[protected]@bigpond.com>
10:21 AM (9 minutes ago)
to Hemanth, enrique.lores, sumeer.chandra
Hello Hermanth,
I refer to your email regarding my complaint and your request for a time to discuss this matter which I responded to by returning an email for a time between 9.00am and 10.00am AEST on Monday morning.
a call between 9.00am and 10.00am AEST on Monday morning.
Well I have not received a call and am discussing this matter today with the other parties that I have lodged this complaint with.
I had hoped that this would have been able to be settled today with you especially as the financial aspect has continued to rise but apparently not.
Regards Bernadette Hanisch
Apr 21, 2021
Updated by Witte1974 There is an agreed settlement offer in place HOWEVER this must be completed by the 7th of May 2021
cleared funds accessible in my account by 5.00pm AEST.
However the inital refund which still hasn't been paid is to be paid on the 24/4/2021 cleared funds accessible in my account by 5.00pm AEST. If this is not met FULL LEGAL PROCEEDINGS WILL ENSUE.
Thank you for bringing this to our notice,
We will certainly assist you.
Kindly email the below details to [protected]@hp.com so that we can assist you.
Full Name:
Contact Number:
Alternate Number:
Email address:
Serial Number of the HP unit:
Product Number of the HP unit:
HP Case ID (if any):
Description of the Issue you are facing, so that I can assist you further.
^Dilip