I bought HP laptop model no.: 14 dk0093au r5 8gbn 1+256ssd on 25/10/2020 from Croma, Devarc mall, Ahmedabad for my son, who had to enroll for coding classes.
05/12/2020: The first issue was found on 05/12/2020 while the coding classes were about to begin and they had to check our settings. The camera could not be detected while trying to connect for zoom class. I carried it to Croma, and they detected some software flaw and solved it immediately.
07/12/2020: Same issue had arisen, again I went to Croma, they detected the same problem and solved it.
08/12/2020: Same issue had arisen, but I could not go as my son had another classes for the whole day. So I had to wait for 1 day.
09/12/2020: I called Croma customer care, they told me to go to HP service center, since they had already tried to solve the issue twice. We requested them to solve the issue at the earliest, as my son was facing a big issue with the classes and we were not able to access the lost classes. They replaced the camera instantly. We came back home, but the camera did not start at the time of classes.
10/12/2020: Could not go to the service center as my son had other classes and the whole day was pack.
11/12/2020: Again we took it to HP service center, they updated some software and it became functional. But the camera did not in the evening.
12/12/2020: Yet again we took it to HP service center, they kept the laptop with them. They returned the laptop on 16/12/2020. They told that they had changed the display cable, mother board and webcam. It was functional when we checked there and then.
17/12/2020: Croma support helped download some softwares needed for the functioning.
19/12/2020: When my son sat to attend the class, the mic did not work. It was not checked earlier, as there was no issue of mic then.
20/12/2020: I complained to HP customer care via call, after listening my problem, they assured me that a service personnel will come at my home.
Nobody had come to visit till 22/12/2020 till 6 pm.
So I called the customer care of HP again. I requested to talk to the head, who could handle the issue. The call was handed to Mr. Zahid, who talked to me in the most pathetic way possible, without any manners. He firstly asked us why did I go to HP service center without doing a complaint to customer care. Then he told us why did you not complain in the initial stage and he used offensive language without any dignity. I told him, that I was facing a big trouble so urged him to speed up the resolution of the issue. He told that it would take yet 2-3 days for a representative to come to my place. when I asked him to make it early, he threatened me to complain at any level I want. Instead of helping the customer and showing some dignity he was using unformal language.
23/12/2020: I called HP service center, so he checked my mic connection online, but it was not functional.
24/12/2020: a representative came to my home and he changed a mic and camera chip (as he said, it is one unit).
As I am writing this on 25/12/2020, the laptop is in working condition, but I don't know how long this works.
I have bought this laptop just for the purpose of my son's coding classes. I have paid Rs. 10000 for the classes and Rs. 46000 for this purpose. But he could not attend a single class due to this problem. During these 15 days, I have took the laptop to service center to 7 times but the issue is still not solved.
The laptop also keeps on getting hanged multiple times a day.
This laptop has been opened for a numerous times and have had multiple problems, which has led to replacement of Mother board, display cable and all important parts of the system. I need a replacement of the laptop, as I have paid for a new one and I deserve a working piece.
HP India customer support has been notified about the posted complaint.
I understand you have a display issue. Not to worry, 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