[Resolved] HP India — Excessive overheating of HP 15-BE002TX causing a small area near the webcam to melt

shamaelu

from Kolkata, West Bengal

Address:	Kolkata, West Bengal, 700082
Website:	Amazon.in

A purchase of HP-15-BE002TX was made through amazon.in (IN-VOICE-NO-MH-BOM[protected]. Product Serial No. CND632196Q, Product Model Number- W6T29PA. The product was delivered on the 28th of OCT-16, a screen shot validating the same has been provided. The laptop within a week of being delivered started showing signs of overheating. On the 10th day of its use from the delivery date, while doing a college assignment the Laptop got overheated to the point that a small blister formed beside the web cam, melting the composite structure.

We took the laptop to the authorized service center in Kolkata, P-39 Ground Floor Princep Street Kol-72 on the 10th of November. The executive there observed the same problem, intense overheating of the Laptop within minutes of starting up. After a brief inquiry and few checklist questions, the executive perhaps concluded that the product might be defective. On asking whether we could seek a replacement as the product is barely 2 weeks old, the executive was crafty enough to say that replacement happens within 15 days of purchase. We having purchased the laptop online on the 20th of October (irrespective of the product delivery date) have already crossed the replacement period.

Enraged at this absurd logic, which added to the mistrust in making online purchases especially from Amazon India, I checked the warranty of my product online. The executive was indeed lying, my product warranty started from the date of delivery and not from the date of purchase (screenshot provided). I was liable for a replacement so I registered a complaint with the HP india team (Case no-[protected]) on the 11th of November. A engineer visit was made on the 14th of November, who took details of the damage including pictures and assured us of prompt action. The very next day the supervisor from Kolkata's HP authorized center called up and asked for the same details the engineer was provided with. He explained that this is a service protocol of verifying details and I can expect a call from HP team anytime within the next 2 days. Instead I received a forwarded copy of an email (screenshot attached) on the 18th of November (filled with technical gibberish and no resolution).

I made two call to the HP team on the 21st and 23rd of November asking about the progress of my case. To my disappointment both the calls turned futile.

I want the laptop to be replaced no later than tomorrow, failing which I want the total cost paid to amazon for the product to be refunded back to the account through which this purchase was made. And I wish not to go through any hassle of returning this garbage of a product in case of a refund. Kindly request the Hp team to take it from the delivery address.

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Dec 21, 2016

Complaint marked as Resolved

I was suppose to get the laptop replaced by the 8th of December as per case ID 4779554854 but it got delayed. Despite not receiving the replacement I got a message for a survey, regarding the after sales experience with HP. The case was closed before it was resolved. I got in touch with HP team India again, reopened the case as per case ID 4780562770 and requested HP team India not to close the case until I get the replacement. This was agreed upon with Mr Mohit (HP Subject Matter Expert) over a telephonic conversation through a number +91 33 6620 2530. For anyone reading this, this number does not have a call back facility.It is advised that you call HP team India on their toll free number 1800 11 2267. But before calling get a case ID generated through http://support.hp.com/in-en/contact-hp.All you require is the model number and product number with a small brief of the problem you are facing. Or you may write to them at [email protected]. HP team was not very prompt in dealing with my case but after a month long wait and many frequent calls to HP team India I finally got my unit replaced on the 21st of December. I expect the new replaced laptop to run smoothly without any problem. And with proper usage of the device I expect a long service life.

HP India customer support has been notified about the posted complaint.

Dec 08, 2016

Updated by shamaelu HP has been an ordeal for me. The experience I have been put through makes me question my decision on choosing HP for Laptops. My case is yet to be resolved, yet checking with HP team I have been told the case has been closed. HP team India has feigned 'dissolved authority' over the case, citing excuses that the ownership has been transferred to HP team Kolkata. I was assured by Mr Subranshu Diwvedi(HP team Kolkata), over a call, that I can expect the replacement of my laptop by the 12th of December. But, today I was informed that it might take 5 to 7 days more. As the model I had purchased is not available with the distributer. I was made to believe that HP is doing me a great favour by initiating a replacement for product that was sold defective.

Dec 08, 2016

Updated by shamaelu A quick correction, I got the date wrong.

HP has been an ordeal for me. The experience I have been put through makes me question my decision on choosing HP for Laptops. My case is yet to be resolved, yet checking with HP team I have been told the case has been closed. HP team India has feigned 'dissolved authority' over the case, citing excuses that the ownership has been transferred to HP team Kolkata. I was assured by Mr Subranshu Diwvedi(HP team Kolkata), over a call, that I can expect the replacement of my laptop by the 8th of December. But, today I was informed that it might take 5 to 7 days more. As the model I had purchased is not available with the distributer. I was made to believe that HP is doing me a great favour by initiating a replacement for product that was sold defective.

Dec 21, 2016

Updated by shamaelu The HP team has replaced the unit with a new one on the 21st of December, that is today. I expect the laptop to run without any problem.. The new replacement case [protected] may be deemed closed and resolved by HP team India.