HP India — hp pavilion dk0049tx

Address:

Amgola Parao Pkher, Vishnupur niwas, opposite lane 1, muzaffarpur, bihar-842001

Hello team,

I am writing this to file a case against hp for irresponsible behaviour and numerous tickets going on for about a month. I had tried a lot to coordinate with hp customer care, service center and even nodal officer, but seems that i have no option left other than to file a case in consumer court. Below is my story:

In november, i had purchased a hp pavillion dk0049tx gaming laptop from hp website worth rs.90000. I had also purchased hp care pack. But within 9 months o[censored]se, hp laptop started showing its incompetency and laptop stopped working. On 16 june, 2020, i registered a case after performing all diagnostics as instructed by hp customer care and i got a case id [protected] saying that my charging adapter might not be working and a new charging adapter would be sent to me within 2 business days. Suddenly, after 2 hours, power light in laptop started to glow and i was able to start the laptop. But, i noticed that even after charging cable was plugged in, my battery was discharging. So, i left the laptop as is, assuming that might be charging cable would be faulty. To my surprise, when i tried to start laptop after 1 day, it started to behave normal again. When nodal officer called me two days after the case id was logged, i told him all story and he assured me that if it happens next time, then he will certainly help on that and he is closing the case now.

After working for two days, again laptop started showing similar behaviour and i again called hp customer service. Now, let me tell you the pathetic logging system and call transferring system of hp. When you will call to hp customer service, then the call would be diverted to executive support who will listen to your query for 5 min, do all diagnostics and then being incapable of moving ahead, they will transfer your call to technical representative. Now, their call transferring system is so inefficient that you will have to again speak all story to technical respresentative, waste your 5 min again and then they will start looking into the matter. Not the least about logging syatem, when i called around 19th june 2020 and narrated the issue again, then he assured me that a technician would be assigned to me and same ticket id would be reopened. I thought that i will get a call from technician within two days, but to my surprise, when i called hp, they told that they donot have anything in the logs. Now you can imagine how pathetic their log system is.

Again, i iterated same story and an executive assigned me a ticket id [protected] on june 22, 2020, saying that they have dispatched the charging cable and it will reach to me in two business days. I waited and waited for around 4 days, but i did not get reply or any call, then i called hp customer service again and they told that they have assigned this ticket to nearest service center tvs electronics and asked me to coordinate with them. Really, how can you ask a customer to coordinate with service center and follow up on ticket??? But i did follow up and they called me around june 26. Firsly, technician was asking me to come out and take the charger. I insisted that it is adp service and he will have to come in my colony at least to give charger. He gave me the charger and he left. I tested the charger and found that with the new charger, my issue was not resolved. I called service center again and i complained about technician behaviour. This time technician came to my home, he opened the laptop, reseated bios, cleaned battery cable and laptop started working.

I was happy that at least laptop started working. But after 2 hours of gaming, it again stopped and same issue. I called technician next day and he told me to call hp customer service as the ticket was already closed. I called hp customer service around jun 27, and again told them entire story two times, they told that as technician has already visited once, they would not be able to assign another technician twice and told that they have reopened the ticket and marked the mail to service center. But till two days, no response. I again called hp customer service and same pathetic logging system. They did not have any conversation in logs that was discussed on june 27, 2020. I asked to them, really?? Bearing my anger and patience, i reported again and this time they told that they have logged issue in system and marked mail to service center again. Now, when i was calling service center, they were not picking up my calls. So, i called nodal officer and he assured me that he will ask service center to work on it. Around june 30, 2020, service center called me and sent me a technician and that too, when i forced him and told that hp customer service has asked to follow up with you. The service center sent technician and he confirmed it is a no power issue and he told that he will ask for mother board replacement.

I waited for 2 days and thought of calling service center to know the status of motherboard replacement. To my surprise, the service center told me that he was not able to create an order for mother board from his end and he did not even care to inform this to me. I was in extreme anger and he was forcing me to log a new ticket. I again called hp customer service on july 2, 2020 and they gave me a new ticket id, [protected], and told that mother board will reach service center in two business days. I waited till july 5, 2020 and again called service center for follow up. I did numerous calls but service center never picked up my call. I called each and every day till july 7, 2020 and service center did not pick my call. Lost my patience and again i called hp customer service. Again they assured me that part will reach service center by july 9, 2020. He gave me the number of regional nodal officer ranjan singh and asked me to follow up with him. I have been calling ranjan singh from july 7 to till today. But like service center, he is also not picking up my call. I texted him but he asked me to text the issue on his cell. How can i narrate him all story on text?

Now, i have lost all my patience. I called service center again on july 11, 2020. He finally picked up my call. And you know, what he told me??? He told me that the part is not available and he is not sure when part will be in stock. He will follow up on ticket and inform me. I was in extreme anger and called hp customer service, told all story again and i escalated it to supervisor level gaurav shah. He was so rude that he was not listening to me. Always giving me excuse that he does not when part will be in stock, he cannot even call service center from his end and he even cannot compensate on my warranty extension and my time wasted.

Now, i am fully frustrated. Let me tell you that i have come to my home town beacuse of covid-19 situation on 11june 2020 and i am an it working guy. I had my laptop as my single way of working device and i had to take 5 days of holiday because if this hp rubbish. I have then rented a laptop from a shop for i don't know may be unlimited period of time. I am paying for this rent. I am felling very # to invest around a lakh on an expensive laptop and that too poorest service. I had a dell laptop previously and service was always amazing. Try to learn from your competitors, hp. I am trapped and i don't have any other option that filing a case against you, hp. I will even take it to twitter also.

Now, i want either a full refund of my latop or replacement and a compensation of my time wasted on you and your service and there would be no compensation on this.

Thanks,
Nikhil