HP India — hp notebook not warranty repaired by hp for more than 25 days

Address:	Coimbatore, Tamil Nadu, 641005
Website:	HP.COM

I, wish to put up this complaint of irresponsible behaviour of your service staff, a high order poor service ethics adopted by your franchises encore systems of coimbatore and apparent cheating by your organisation.
I have purchased a notebook for daughter from hpworld shop details are as below:
Product serial no. Product number product description hp care pack serial number expiry date
5cd7244bm7 z4q39pa hp pavilion notebook 15-au620tx xwjc54l2h698 08/11/2020
After purchasing the items first time, my daughter was reporting that for quite some time two problems experienced (1. The ineffective touch pad, 2 very slow system). Hence i called and registered a complaint with your toll free number on 13 oct 18. No response from your service team till date.
I registered an online complaint on 16 oct 18, case number: [protected]. No response for 24 hours.
I again register two complaints on 17 oct 18, case number: [protected] and case number: [protected]. First useless response i received from a lady ms rathi on 20 oct 18 that some engineer may attend the fault on 22 oct 18 asked for location for my house. My house is located in centre of the city within corporation limits and is about 7 kms from the encore office
On seventh day after complaint, on 22 oct 18, one kaliswar came to my house in the evening. After checking the system for 90 mins by offline and then connecting to some online help with my net connection, he told the touch pad is defective and the system is found to be very slow and the hard disk is also defective hence both need to be replaced. He noted the details by taking photos of the touch pad and hard disk. He told he will ask for replacement and it will take about a week’s time and he will come with the replacement items. Till then, i had to deprive of the laptop for my engineering student daughter whose semester exams are on. This issue i brought out to the engineer also. Next two weeks no response from hp.
On 03 nov 18 at 1130 hrs, ms rathi of encore system called me and told that two items have come and enquired me as to can she sent the engineer. I requested her to send the engineer in the evening but she told the engineer may require more time as he had to replace touch pad and hard disk. More time will be required for os installation. Then i told to send the engineer by 1400hrs and i travelled back 50 kms to my house immediately and found that there was a power shutdown in the area. As kaliswar was telling in his earlier visit power is must for repairs and accordingly intimated her to organise for sending the engineer either evening or on very next slot. She told 04 nov 18 is holiday and will send the engineer by 0900h on 05 nov 18. Is on-site response times and work to completion not applicable in my case?
After 14 days, on 05 nov 18, same kaliswar came to my house at 1215hrs. He told me that he is issued with only touchpad. He will replace it. When i asked him about the hard disk, he told he is not issued with hard disk by coimbatore office he has been instructed to re-install only the os. Now i wish to check with ceo of hp:
(A) does it take more than two weeks to take a decision to re-install os for a slow system?
(B) why the engineer after checking for 90 min told that the hard disk is defective?
(C) will you as the ceo agree to keep a defective laptop with your engineering student daughter in a similar situation for the fault of your company staff for more than three weeks
(D) ms rathi was speaking in an arrogant manner to a customer who is rightfully demanding a warrant service. I as an military officer with 20+ years engineering (Ict) background had a horrible experience with your company at coimbatore. Though i have been handling many it major (Including your hp for service support) as it head of major air force stations at chennai, new delhi, ambala, bangalore tanjore, thane and baroda but my this experience is horrible and horrendous.
(E) notwithstanding the above, on 05 nov 18, both ms rathi service incharge of hp coimbatore and the engineer mr kaliswar were telling that hp has got a policy to replace at a time only one item. So he will replace touch pad today again he will come to replace hard disk if it is required. I request the ceo if you have a multiple problem or an accident, will you go for one item at a time or will look for a complete solution. Is this your esteemed company hp’s service ethics and culture?

(F) kaliswar wanted me to backup all the data in other drives so that he can go ahead with re-installation of os. If this is the decision why i was not cautioned about it earlier? When i asked how it is possible suddenly to do that. He was telling the restoration of the system to old state is not his responsibility and he will wipe all the drives. I should purchase an ext hard disk and do the backup. I wish to know from the ceo of hp, is it required to wipe all the partitions to reinstall the os or only the c: or the drive in which the windows os is installed? Also if the hard disk is found to be defective after os installation, what will be the course action, is my daughter need to leave the laptop at the house for another 15 days for repair?

(G) when i referred about the discussions ms rathi of 03 nov 18. Your engineer was repeating that every decision is by ms rathi the service in charge and he don’t have any answer. When i spoke to ms rathi, she was talking total irrelevant and non-sense and was blaming the hp service system.

(H) when i escalated this issue with your hp, i was connected to ms lakshmi, service in charge for tamil nadu and other state. She was only repeating multiple ‘sorry’ and it is a case of communication gap. Will the sorry will replace about one month non-availability of a serviceable laptop for my daughter?

(I) what is the use of having a paid warrant repair contract with hp if a small notebook could not repaired by hp for weeks together?

(J) now i doubt i will get a real solution to the problem without addressing to more people and also bring out in open the esteemed company hp’s service ethics and culture.

(K) should i take that i am looted or what is the meaning of these terms available in your document :

• high quality support backed by hp
• onsite hardware support
• flexible coverage windows and on-site response times
• work to completion
• escalation management
• next day response, standard business hours
• travel zones
Please respond.
[protected]