HP India — No progress in the case I had filed for 2 weeks

Address:

Bangalore, Karnataka

I am having a very bad experience with the service team (I'm living in Bangalore and been contacted by the IQOR team). Its been a very hard time for customer if the service team wont act unless the customer calls them up repeatedly. And still no progress has been made over the last 2 weeks. Absolutely zero progress. And I'm extremely frustrated by the fact that the people I had contacted aren't even ready to share proper info on escalating this to get a better service. I'm trying my luck with this. I had raised the complaint on May 18th. This is the case ID i had received: [protected]. I didn't got any call except for the auto-SMS stating a few IQOR service center numbers. Finally I had to call them up and then only they assigned an engineer. This was on May 22nd. Exactly 4 days after raising the complaint. Now the engineer was busy (obviously) beyond my imagination. After 4-5 calls I was able to meet him on May 25th. He came and collected some photos. And asked me to sent the invoice over mail. I had sent the HP warranty as he told me its enough and I didn't had the soft copy of the invoice with me at that time. On May 26th evening I received a mail saying "Closure of your request"!! So as it turned out, I didn't submitted the invoice (just the HP warranty card) and case was closed because of it. This happened even without stating the reason to me or checking up with me. No phone calls nothing. No communication prior to closing the case. Unless they state these things, how can i even produce the invoice. And i was mislead byt he engineer that HP warranty card is enough. (i relied on it as its a soft copy). I had produced the invoice copy later. I had to call them several times to finally reopen the case. It was re-opened again on June 1st with a new case ID: [protected]. I got a phone call today (June 2nd) saying an engineer will be assigned etc. its the same procedure I had been through. I haven't got any call from the said engineer at this point of writing this. So I'm at back to zero. No progress in my case. Its been 2 weeks, more than 20 calls to iqor service center just to get the reply "we are working on it sir". i tried to call the manager but the phone is just switched off. When I had purchased my laptop, it said "next business day door step service". its been more than 2 weeks and nothing. Why are you fooling the customers like this. If you cant provide post sale service then why should we even consider your brand's product for any purchase? we pay the premium amount for your products to get a better post sale service. I want to know what can be done to get my device repaired.