| Address: | Jaipur, Rajasthan, 302017 |
| Website: | www.hp.com |
Case number - [protected]
My laptop was sent for repair on june 2, 2017 at the hp service centre in faridabad, in charge of mr. Devendra. He assured me that the problems would be resolved soon. They had changed the motherboard of my laptop. Then i was told that my laptop’s issues had been resolved. I asked them to verify again and sent them an email that i wasn’t convinced and that they should recheck it, because i had been facing the problem for 2 years continuously had to get it checked every 6 months for repair since the date of purchase.
This constant problem has been distressing to me and resulted in significant loss of work and productivity. Their credibility is now at stake. I have grown immensely distrustful.
I contacted the customer care service at kolkata, where mr. Shantanu assured me that he would employ technicians to figure out a comprehensive solution. He said that the laptop had been fixed and asked me to collect it. He closed my case without my consent, without even informing me. When i went to receive my laptop, the hard disk was found to be not formatted, and i requested them to format it. The hard disk was formatted, but the windows could not be installed. Following this, they ordered a windows cd on june 24, 2017 and they created a new case subsequently, without prior information. Mr raju and mr kapil (Technician) finally claimed that my laptop had been restored and case manager mr shantanu mitra informed me of the same and said that the windows cd he had ordered was on its way. After i received the recovery cd, i was unable to resolve my problem, till july 02. I was supposed to move to jaipur and received my laptop on 5th july (From faridabad service centre). Despite my talks with mr mitra, the cd had not been ordered, and it was finally ordered on 7th of july. It was received on 11th july and on 12th july, the engineer (Mr ghanshyam) arrived at my place to operate the recovery media. I installed all programs subsequently but the last recovery cd developed a snag, and it was the same problem that i had been facing all along. I constantly contacted mr shantanu through mail but there was no response from their side. The behavior was totally irresponsible on their part. I was unable to contact them through phone either. The number i was provided was probably dysfunctional.
I was asked again to mention the faults with the laptop and assured that the engineer would check it again. I saved and sent them the information. I contacted mr shyam, manager of jaipur service centre. I was told that the cds which were not working was because of the motherboard and took away my laptop to inspect it again. (Since the replacement of the motherboard also did not work).
The laptop was taken on 18 july and i was to receive it on the 19th of july. At 4:30 pm on 19th, i enquired about my laptop and asked for communication with mr shantanu. They replied saying that the case was on top priority, although it did not seem like that. I felt completely harassed by this apathetic behavior of the officials. I was told mr shantanu was busy and would call me soon, before office closed (Around 6pm). The motherboard was changed twice but the problem persisted.
I waited till 7 pm but there was no phone call. I called the customer support again and i was told that my complaint had been registered and they would communicate shortly. The laptop is still in their custody.
I will not accept my laptop now, since this behavior is unacceptable and no solution has been provided. It is incredible to see how this hp team caters to its customers.
Despite this guarantee, the flaws did not subside.
Priyanshu gambhir
[protected]
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