HP India — HP Pavilion x360 - 14-dh1178tu Serial Number: 8CG0311HTR Product Number: 231T0PA

Address:

Bengaluru, India

Dear Sir,

With due regards, I would like to bring to your notice that I have bought an HP laptop for my wife in the name of Soma Adhikari (while my phone number [protected] was given in the order) with the details given in the reference. I bought it online from HP India website and the laptop was dispatched by SAVEX COMPUTERS LTD, probably in Kolkata, WB, India. I ordered it on Aug 19, 2020 (Order No: #[protected]). It was delivered on Aug 28, 2020. There was a problem with the graphics quality in the laptop which was manifested in many softwares, especially in many scientific softwares which I have been using in my other laptops for long. (Both my wife and I are researchers in Physics) I made a telephonic complaint to HP on Aug 29, 2020 and was guided over telephone by HP technicians regarding software upgrades of the computer including BIOS update and Windows update. But the problem was not solved. A case with number [protected] was subsequently registered. In the next few days a technician visited and tried to solve by himself and also by contacting HP support center but it was still not solved. Subsequently the laptop was declared DOA on Sep 16, 2020 (and DOA letter emailed), and the case was closed on Sep 18, 2020. The DOA letter mentioned 14 days time i.e. up to Sep 29, 2020. The DOA letter and the email directed that an HP technician would visit and seal the laptop after verification following which it will be reverse picked up. The email further informed that the DOA seal is the proof of verification and cannot be tampered. The technician visited quite late, i.e. on Sep 19, 2020 but he did not have sufficient time to clear personal data from laptop before sealing. So he left and revisited on Sep 22, 2020 and sealed the laptop. Please note that meanwhile I had to write several emails both before DOA declaration and after that, in order to escalate every step and I have all the respective documents for those communications. Reverse pickup logistics personnel visited on Sep 25, 2020 but insisted on opening the package and checking the laptop which was against the directives given by HP, so I refused permission to tamper seal and the pickup was not successful. I again informed the problem by email and followed up with few more emails and the HP team informed me that they are trying to solve the problem. But till date the laptop is not picked up. Meanwhile, after informing the expiry of the DOA letter (expired on Sep 29, 2020), HP provided another DOA letter on Oct 6, 2020 which is valid up to Oct 19, 2020.

Now, following are some issues from my part—

Firstly, as the laptop was bought online from HP website, I cannot visit the specific hp store to exchange with a new one. Also please note that the seller is probably located at Kolkata which is 600 kilometers from my place i.e. Jalpaiguri, WB, India – 735101. So it is not possible to visit the store. Also I am not willing to take a replacement of the same model because of a probable manufacturing defect. In this situation I also requested HP by email to take the laptop back and provide the refund but with no response.

Secondly, I bought the laptop for my wife in response to an urgent situation. Her older laptop was suddenly damaged and she needed to take online classes in her undergraduate college due to the ongoing pandemic. This enormous delay in resolving the case has left both o[censored]s in deep trouble.

Thirdly, since my money (INR 55000 approx) is blocked due to the purchase, I am not in a position to urgently buy another laptop to solve the urgent needs.

Fourthly, this delay of 53 days till date (and counting) has crossed our patience.

In view of such consequences, I would request you to kindly provide a full refund with interest, as applicable, along with compensation for the delay, within 6 days time, i.e. within Oct 17, 2020, failing which
I am left with no other options but to resolve my grievances by legal procedures. Although I tried to avoid such consequences by cooperating with HP protocols, but the tremendous delay has left me with no other options.

Best regards

Dr. Arindam Karmakar