HP India — No proper service provided on extended warranty.

Address:

INDIA

I Purchased a Laptop from you on the 25th of August 2020 from your 'Nungambakkam' retail center for Rs. 34, 499/- (Rupees Thirty four thousand four ninety nine only).
Product code: HP15S-GR0007AU,
Serial No.: CND03231R0.

As per the advice of “HP” and I also paid for an 'Extended Warranty' for a period of three years for Rs. 4, 399/- (Rupees four thousand three ninety nine only)
'Order Id: PPSIMA729959'

• For which your sales representative assured that it would cover damages from electrical surges, accidental falls, liquid spills along with Mcafe internet security for a period of three years.
• I have been using the laptop without any problem for almost a year until on 18/07/2021 when I accidentally dropped my laptop and it started rebooting in a loop.
• I registered a complaint with you on 19/07/2021
• Case No. [protected]. Your troubleshooting team via call said the cause of problem was "Hard disk failure" and on 26/07/2021 your Engineer 'Mr. Clinton' replaced the Hard disk at my house. He said the Hard disk has been installed and once the windows OS has been installed the system will work fine. He also said the OS installation would be done only by the 'Technical Team' via call and not by him. From 26/07/2021 to 30/07/2021 I tried reaching out to your Technical team and only on 31/07/2021 I receive any assistance from the team. They helped to download the OS through Cloud recovery, but did not help with the installation of the OS. When I called them back to tell them that the installation had failed midway.
• Therefore with no other ways I was again given a new Case no. [protected] and again only after repeated attempts on 4/08/2021 was I able to get in touch with the technical team again. The Executive of the Technical team 'Ms.Sweety' through a video call diagnosed the system and stated that the Hard disk has failed and again assigned me with a new Case No. [protected] and told me that an engineer will be sent to my house to replace the Hard disk.
• On 06/08/2021 Mr.P.Kubendiran', replaced the Hard disk and again said the Hard disk testing was successful and told me to call the technical team for the OS installation.
• From 06/08/21 to 08/08/2021 I called your Technical team but only on 08/08/2021 was I able to speak to one of the technical team member who this time guided me till the installation of OS began and assured that he would call back in a few hours to check on the Installation of OS. The OS installation failed again midway and neither did I receive any callback from your team nor was I able to reach anyone.
• From 08/08/2021 till date I have been calling to your Customer Care and Technical Team in vain as no one is able to help me out with my Laptop issue and installation of OS, it has been a month now. Personally being a longtime user of HP, I am disappointed and disheartened with the type of Customer care service provided by you, especially for a product with extended warranty. I would like to state that because of this problem some of my works are pending and I also facing lot of mental agony and irreparable loss because of your delay in service.

I kindly ask HP to help me in fixing my laptop or replacing a new laptop in accordance to the terms of the warranty policy at your earliest.