HP India — HP laptop issues within 15 days of purchase

Address:

MIG 257, New Bakaji Nagar, Kukatpally, Hyderabad, 500072

Dear Concerned,

We have purchased a new laptop from Vijay Sales which is an electronics showroom in Kukatpally on 18.06.2021.

At the time of purchase the sales team were so humble in explaining everything about the product and features of the laptop.

On 1st of July, I took the laptop to Vijay sales as there is an issue with the laptop as it is continuously flickering. (Below you can see the video clip)

The sales executive at Vijay Sales told bluntly if there is any issue with the laptop you need to take it to the service center which is in Secunderabad. I asked why a service center when I purchased the item here at Vijay sales.

He said sir there could be a technical issue so only the service center team can help and I can just route over there. When I asked what is the use in purchasing the same with Vijay Sales when I need to take it to a different place if there is an issue - No answer. For your information - Other electronic showrooms like Croma, Reliance digital would take initiative and solve the issue of customers which is missing in Vijay Sales.

Took the laptop to the service center at Secunderabad on 05.07.2021, there was a guy called Rashmi who attended and explained to him about the issue I am facing with the laptop. He asked basic details when and where the laptop was purchased. After explaining to him all the concerns, he told me the laptop can't be exchanged and only servicing can be done, I asked why? his answer was as it has crossed 15 days from date of purchase. No one talked about this 15 days concept otherwise I would have brought the laptop to the service center on 1st of July itself.

With no option left I gave the laptop at the service center on 5th of July, on 9th of July they handed it to me back saying screen replacement is done and everything is fine.
Three to four days later, the same issue started again on 14.07.2021. I took the laptop on the 15th Morning to the HP service center, the technician said there could be a mother board problem and RAM also needs to be changed.

I was surprised to know three weeks old laptop we need to change Screen, Motherboard and RAM for their own good known reasons. With great disappointment I again left the laptop at the service center on 15.07.2021. There is no update till 19th evening, (even after repeated calls to the service center on [protected] and Rashmi on [protected].
Finally one lady responded on whatsapp saying your laptop is ready and you can come and pick it up before 5 PM.

Went to pick it up before 5 PM and to my surprise the service center was crowded with almost 30-35 people waiting to get their issues resolved. After waiting for almost 30 mins, I received my laptop after confirming that everything is working fine and there is no issue. Brought the laptop home and opened it to see that the mouse pad is totally out of shape and it is not placed within the borders.

Is this the way the Vijay sales team or the HP service center help a customer who purchased a laptop worth 43, 300/-
Can't I expect a better service at each stage... I really regret why I chose HP laptop, why I chose Vijay sales, why they didn't tell me on 1st of July itself that the laptop can be exchanged if there is any issue within 15 days.

At every stage I felt I was deceived, I need a reply to my mail, a satisfactory reply.

Regards,
Swamy Prasad.
[protected].