[Resolved]  HP India — Manufacturing defect of my HP Pavilion Notebook

Address:711101

I would like to inform you that on 12/12/2015 I bought my HP Pavilion Notebook 15-ab522TX and since then I have faced continuous problems. After buying, within 3 months my laptop had display issues (no display) and on 10th March 2016 HP technicians came and replaced my system LED.( REF: CASE NO: [protected]). It was under 2 year onsite warranty that I registered so I didn't have to pay for anything but I did not get any remuneration for the screen guard which costed around Rs. 700. Now after 1 year I am again facing issues and this time it is about my laptop BATTERY. I cannot switch on my laptop without plugging in the charger and gradually charge is getting reduced but my laptop is not getting charged. I called your customer support on 08/04/2017 around 10:30 am and lodged a complaint. (CASE ID :[protected]). They ran a test and said that it is a battery issue. When I informed them about the warranty period, they said laptop accessories are under warranty for only 1 year and I have to pay the required amount for the new battery. It was also informed to me that laptop batteries generally have the longevity of 6-8 months but I have asked several other laptop users of all brands (including yours) who informed me that laptop works fine for minimum 3-4 years. Thus, this information was HIGHLY MISGUIDING. On 10/04/17 I received a quotation from your company mail which said I have to pay Rs.8640 (including price of new battery, tax and technician charge) in order to resolve my issue. Naturally it is not practically possible for me to pay Rs.8640 after every 6 months and replace my battery. When I called customer support again on 10/04/17 around 2:00 pm, I was informed something else. According to the advisor who received my call, he completely disregarded the fact that laptop batteries works for 6-8 months and instead he said if proper usage is done and callibration process is done within 1 week of buying the laptop then my battery should work fine. As a common man obviously I have no idea what callibration process means and unfortunately even he didn't explain it to me so let me inform you that I have done all that my dealer had prescribed, i.e. to charge the laptop battery for 10 hours before starting to use. Now I am at a pretty miserable situation. Let me inform you that my initial preference for buying a laptop was DELL but after seeing the configuration of this particular model and more importantly trusting the brand image of HP I bought this laptop despite the fact that it was over my budget. But I seriously did not expect such hassle that I will have to face after buying an HP Laptop. My laptop is still under 2 years warranty and despite of that I have to pay Rs.8640 for new battery. Your advisor also informed me that he has been using the same model for about 3 years now but he is not facing any kind of issues so it is pretty evident that my particular set had some manufacturing defect. You can say it is about luck but if I have to pay Rs. 54062 and still depend on luck then it is your company's drawback to provide customer satisfaction. I would be highly obliged if you can completely replace my set, because if within 2 years I am facing so many problems then I don't think after 3 years my laptop is going to work. And if I do not receive any kind of cooperation from your side then I will be compelled to bring forth my issue in any kind of social and public platform. I am deeply disappointed with HP since I bought the laptop primarily trusting on your brand image so I hope you will attend to my issue and reaffirm my faith on your company. It is a sincere humble request from my side and I hope you will understand my situation and not compel me to resort to CONSUMER COURT as the last step.
SANCHARI SARKAR
CONTACT: [protected]@gmail.com
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May 13, 2017
Complaint marked as Resolved 
HP India customer support has been notified about the posted complaint.
Verified Support
Apr 12, 2017
HP India Customer Care's response
Hi, Thank you for choosing HP and addressing your concern to us. I sincerely regret the inconvenience caused to you. I have escalated your case and a responsible personnel will contact you on priority basis. Thank you.
 
I am an HP employee. If the information hasn’t solved your question, you can continue to post further questions or visit HP technical support website ( www.hp.com/in ) or visit the HP Support Forum ( www.hp.com/supportforum ) for further help. Thank you for your support.
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