HP India — Non-coverage o[censored]SB port in HP laptop

Address:

HP, New Delhi

Dear all concerned,
I submitted my HP Laptop SN: 8CG0366KQS ON 10TH August and the problem was that the USB port was not functioning.. Below is the email letter written escalating to the TVS (service provider) and the HP customer care, when they refused to do under warranty.

Letter written on email on refusal to do under warranty:-
Greetings for the day! I have your feedback but highly disappointed to know the way resolution is being taken ahead.
Firstly, please note that this problem was there since I purchased/ started using the laptop. So there is no question of intentional damage or has been rendered defective by me. It may be noted that I purchased the laptop after partial lockdown in August 2020 as it was an urgent purchase. this issue came in my observation only during gradual use. Since there is another USB port, so was using that only. As the problem still persists, but I didn't compell to go to service centre as wanted to use and also wanted to avoid outside movement. Moreover, the warranty was there.

How can you put the blame and tell that it is a damage from the customer? How can you prove that it is intentional damage? Please don't forget that a customer buys the laptop instantly on store visit and it is not expected to sit and examine every software, os and hardware to ensure complete functionality. Kindly be professional and reasonable enough to put your view point. How do you expect the customer to damage his own thing, when you can only insert a USB in the slot and nothing else.

I sincerely request to check this part and examine the internal situation. Though I won't hesitate, but would not like to escalate further and would expect to have your support in completing the task under warranty and ensure 100% satisfaction.

The HP service centre created the case with the following details on 10th Aug 2021.
Case Number [protected] - Created
Case Status Active
Case Created Date 08/10/2021 09:19:51
Customer Name Sumeet saluja
Contact Number (Primary Phone) [protected]
Contact Number (Mobile Phone) [protected]
Primary email address [protected]@gmail.com
Country India
Product Name HP Pavilion x360 - 14-dh1178tu
Product Line Volume Notebooks
Product Number 231T0PA
Serial Number 8CG0366KQS
Failure Description IN/NCD/ONS/HP Pav x360 Convert 14-dh1178TU/usb internally damage

I look forward for a speedy resolution from Consumer Complaints Forum .